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"e559e778-30a3-4cbe-b93b-4fa8cc451a3a", "fields": { "created_at": "2026-03-25T08:36:04.767Z", "updated_at": "2026-03-25T08:36:04.772Z", "code": "rushed,_not_time_to_see_patients", "name_en": "Rushed, not time to see patients", "name_ar": "الاستعجال، عدم وجود وقت لرؤية المرضى", "description_en": "", "description_ar": "", "parent": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "level": 4, "domain_type": "CLINICAL", "order": 4, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "fields": { "created_at": "2026-03-25T08:36:05.919Z", "updated_at": "2026-03-25T08:36:05.923Z", "code": "", "name_en": "Consent Process", "name_ar": "إجراءات الموافقة", "description_en": "", "description_ar": "", "parent": "54f695ca-4050-4b23-a463-ce4b136db173", "level": 3, "domain_type": "RELATIONSHIPS", "order": 0, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "ed59929e-410e-4756-a183-86721638496a", "fields": { "created_at": "2026-03-25T08:36:04.980Z", "updated_at": "2026-03-25T08:36:04.985Z", "code": "insufficient_medication_prescribed", "name_en": "Insufficient medication prescribed", "name_ar": "وصف دواء غير كافٍ", "description_en": "", "description_ar": "", "parent": "287ba991-305b-4585-bd3a-1bf2c8b19397", "level": 4, "domain_type": "CLINICAL", "order": 3, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "eeee8aac-0ba1-4b8e-878a-ca50ab89dab9", "fields": { "created_at": "2026-03-25T08:36:05.090Z", "updated_at": "2026-03-25T08:36:05.095Z", "code": "no_patient_id_band", "name_en": "No patient ID band", "name_ar": "عدم وجود سوار تعريف المريض", "description_en": "", "description_ar": "", "parent": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "level": 4, "domain_type": "CLINICAL", "order": 1, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "f7f71a6e-4537-4ea5-af05-e526ce23f23f", "fields": { "created_at": "2026-03-25T08:36:05.383Z", "updated_at": "2026-03-25T08:36:05.393Z", "code": "heating,_ventilation,_air_condition_(hvac)_failure", "name_en": "Heating, Ventilation, Air condition (HVAC) Failure", "name_ar": "عطل في التكييف والتهوية", "description_en": "", "description_ar": "", "parent": "7108f73c-300e-4212-939f-64264721888c", "level": 4, "domain_type": "MANAGEMENT", "order": 1, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "fields": { "created_at": "2026-03-25T08:36:05.727Z", "updated_at": "2026-03-25T08:36:05.727Z", "code": "", "name_en": "RELATIONSHIPS", "name_ar": "علاقات", "description_en": "", "description_ar": "", "parent": null, "level": 1, "domain_type": "RELATIONSHIPS", "order": 0, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "fa9f7cfe-56d3-4b4e-8623-9650d38763f9", "fields": { "created_at": "2026-03-25T08:36:05.612Z", "updated_at": "2026-03-25T08:36:05.617Z", "code": "unavailable_ambulance", "name_en": "Unavailable ambulance", "name_ar": "عدم توفر سيارة إسعاف", "description_en": "", "description_ar": "", "parent": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "level": 4, "domain_type": "MANAGEMENT", "order": 2, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaintcategory", "pk": "fc6c7d7e-a3eb-4986-bb01-33d35b99ace3", "fields": { "created_at": "2026-03-25T08:36:04.651Z", "updated_at": "2026-03-25T08:36:04.655Z", "code": "lab_tests_not_performed", "name_en": "Lab tests not performed", "name_ar": "لم يتم إجراء الفحوصات المخبرية", "description_en": "", "description_ar": "", "parent": "a173a340-9dee-4115-a901-b4555e546500", "level": 4, "domain_type": "CLINICAL", "order": 3, "is_active": true, "hospitals": [] } }, { "model": "complaints.complaint", "pk": "003add06-80b7-46bd-8a41-7dd08575ba25", "fields": { "created_at": "2025-10-02T14:11:00Z", "updated_at": "2026-04-13T19:02:59.659Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HANI MOHAMMED MOUSA\nDr FARHAN ABDELAZEEZ", "expected_result": "", "reference_number": "CMP-2025-10-4996", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to submit this complaint to you regarding what I encountered at the Endodontics Clinic. I believe it requires urgent action, given its direct impact on patients' rights and the quality of service provided. I summarize my observations below:\n\nLack of adequate medical coverage in the evening:\nWhen I visited the clinic between 4:30 and 5:00 PM, there was only one endodontist, which constitutes a deficiency in medical coverage. More than one specialist should be present to ensure contin", "description": "I would like to submit this complaint to you regarding what I encountered at the Endodontics Clinic. I believe it requires urgent action, given its direct impact on patients' rights and the quality of service provided. I summarize my observations below:\n\nLack of adequate medical coverage in the evening:\nWhen I visited the clinic between 4:30 and 5:00 PM, there was only one endodontist, which constitutes a deficiency in medical coverage. More than one specialist should be present to ensure continuity of service and adequate appointment coverage.\n\nPoor coordination between departments and doctors:\nA lack of coordination was observed among medical staff, as neither the system nor other doctors had prior knowledge of the treatment procedure I was undergoing, causing confusion and delays in service delivery.\n\nFinancial errors and lack of transparency:\nAn amount of 400 riyals was deducted from my account without prior knowledge, even though the doctor I saw was not an endodontist. I was later informed that the amount could be refunded or transferred to a credit card. This constitutes an administrative error that affects patient confidence in the hospital.\n\nPoor communication with patients:\nThe Coordination Department does not notify patients of any updates or changes, whether by phone or text message, leaving patients uncertain about their appointments or the required procedure.\n\nAccordingly, I kindly request that you consider these comments and take the necessary corrective action. If appropriate action is not taken, I will, with deep regret, be forced to escalate the matter to His Excellency the Minister of Health, Fahd bin Abdulrahman Al-Jalajel, and to the relevant authorities within the Ministry.\n\n[Arabic]:\nأود أن أرفع لسعادتكم هذه الشكوى بخصوص ما واجهته في عيادة علاج أعصاب الأسنان، والتي أرى أنها تتطلب معالجة عاجلة، نظرًا لتأثيرها المباشر على حقوق المرضى وجودة الخدمة المقدمة، وأوجز لكم الملاحظات فيما يلي:\n\nغياب التغطية الطبية الكافية في الفترة المسائية:\nعند مراجعتي للعيادة في الفترة من الساعة 4:30 إلى 5:00 مساءً، لم يكن هناك سوى طبيب واحد مختص بأعصاب الأسنان، مما يُعد خللًا في التغطية الطبية. من المفترض وجود أكثر من مختص لضمان استمرارية الخدمة وتغطية المواعيد بشكل مناسب.\n\nضعف التنسيق بين الأقسام والأطباء:\nلوحظ غياب التنسيق بين الكوادر الطبية، حيث لم يكن هناك علم مسبق لدى النظام أو الأطباء الآخرين بالإجراء العلاجي الذي وصلت إليه، مما تسبب في ارتباك وتأخير في تقديم الخدمة.\n\nأخطاء مالية وعدم شفافية:\nتم خصم مبلغ (400 ريال) من حسابي دون علم مسبق، وذلك رغم أن الطبيب الذي راجعته لم يكن مختصًا في أعصاب الأسنان. وقد تم إبلاغي لاحقًا بإمكانية استرجاع المبلغ أو تحويله إلى رصيد، وهذا يُعد خللًا إداريًا يؤثر على ثقة المريض بالمستشفى.\n\nضعف التواصل مع المريض:\nقسم التنسيق لا يقوم بإشعار المرضى بأي تحديثات أو تغييرات، سواء عبر الاتصال الهاتفي أو الرسائل النصية، مما يترك المراجع في حالة من الغموض حول مواعيده أو الإجراء المطلوب.\n\nوعليه، أرجو منكم التفضل بالنظر في هذه الملاحظات واتخاذ ما يلزم من إجراءات تصحيحية. وفي حال عدم اتخاذ إجراء مناسب، فإنني – مع كامل الأسف – سأضطر إلى تصعيد الموضوع لمعالي وزير الصحة، فهد بن عبدالرحمن الجلاجل، وإلى الجهات المختصة في الوزارة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-04T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-02T14:11:00Z", "explanation_received_at": "2025-10-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4996, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "0099165c-2024-4399-9d09-157dfe04b74f", "fields": { "created_at": "2025-10-02T13:20:00Z", "updated_at": "2026-04-13T19:02:59.707Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4996-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to submit this complaint to you regarding what I encountered at the Endodontics Clinic. I believe it requires urgent action, given its direct impact on patients' rights and the quality of service provided. I summarize my observations below:\n\nLack of adequate medical coverage in the evening:\nWhen I visited the clinic between 4:30 and 5:00 PM, there was only one endodontist, which constitutes a deficiency in medical coverage. More than one specialist should be present to ensure contin", "description": "I would like to submit this complaint to you regarding what I encountered at the Endodontics Clinic. I believe it requires urgent action, given its direct impact on patients' rights and the quality of service provided. I summarize my observations below:\n\nLack of adequate medical coverage in the evening:\nWhen I visited the clinic between 4:30 and 5:00 PM, there was only one endodontist, which constitutes a deficiency in medical coverage. More than one specialist should be present to ensure continuity of service and adequate appointment coverage.\n\nPoor coordination between departments and doctors:\nA lack of coordination was observed among medical staff, as neither the system nor other doctors had prior knowledge of the treatment procedure I was undergoing, causing confusion and delays in service delivery.\n\nFinancial errors and lack of transparency:\nAn amount of 400 riyals was deducted from my account without prior knowledge, even though the doctor I saw was not an endodontist. I was later informed that the amount could be refunded or transferred to a credit card. This constitutes an administrative error that affects patient confidence in the hospital.\n\nPoor communication with patients:\nThe Coordination Department does not notify patients of any updates or changes, whether by phone or text message, leaving patients uncertain about their appointments or the required procedure.\n\nAccordingly, I kindly request that you consider these comments and take the necessary corrective action. If appropriate action is not taken, I will, with deep regret, be forced to escalate the matter to His Excellency the Minister of Health, Fahd bin Abdulrahman Al-Jalajel, and to the relevant authorities within the Ministry.\n\n[Arabic]:\nأود أن أرفع لسعادتكم هذه الشكوى بخصوص ما واجهته في عيادة علاج أعصاب الأسنان، والتي أرى أنها تتطلب معالجة عاجلة، نظرًا لتأثيرها المباشر على حقوق المرضى وجودة الخدمة المقدمة، وأوجز لكم الملاحظات فيما يلي:\n\nغياب التغطية الطبية الكافية في الفترة المسائية:\nعند مراجعتي للعيادة في الفترة من الساعة 4:30 إلى 5:00 مساءً، لم يكن هناك سوى طبيب واحد مختص بأعصاب الأسنان، مما يُعد خللًا في التغطية الطبية. من المفترض وجود أكثر من مختص لضمان استمرارية الخدمة وتغطية المواعيد بشكل مناسب.\n\nضعف التنسيق بين الأقسام والأطباء:\nلوحظ غياب التنسيق بين الكوادر الطبية، حيث لم يكن هناك علم مسبق لدى النظام أو الأطباء الآخرين بالإجراء العلاجي الذي وصلت إليه، مما تسبب في ارتباك وتأخير في تقديم الخدمة.\n\nأخطاء مالية وعدم شفافية:\nتم خصم مبلغ (400 ريال) من حسابي دون علم مسبق، وذلك رغم أن الطبيب الذي راجعته لم يكن مختصًا في أعصاب الأسنان. وقد تم إبلاغي لاحقًا بإمكانية استرجاع المبلغ أو تحويله إلى رصيد، وهذا يُعد خللًا إداريًا يؤثر على ثقة المريض بالمستشفى.\n\nضعف التواصل مع المريض:\nقسم التنسيق لا يقوم بإشعار المرضى بأي تحديثات أو تغييرات، سواء عبر الاتصال الهاتفي أو الرسائل النصية، مما يترك المراجع في حالة من الغموض حول مواعيده أو الإجراء المطلوب.\n\nوعليه، أرجو منكم التفضل بالنظر في هذه الملاحظات واتخاذ ما يلزم من إجراءات تصحيحية. وفي حال عدم اتخاذ إجراء مناسب، فإنني – مع كامل الأسف – سأضطر إلى تصعيد الموضوع لمعالي وزير الصحة، فهد بن عبدالرحمن الجلاجل، وإلى الجهات المختصة في الوزارة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-04T13:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-02T13:20:00Z", "explanation_received_at": "2025-10-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4996, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "00b02063-2457-4aff-9bb8-4f3c6e470046", "fields": { "created_at": "2024-05-05T17:54:00Z", "updated_at": "2026-04-13T18:59:46.705Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Daad Karkout", "expected_result": "", "reference_number": "CMP-2024-05-2430", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "Lack of response to the patient, use of a harsh tone, and no benefit gained from the appointment.\n", "description": "Lack of response to the patient, use of a harsh tone, and no benefit gained from the appointment.\n\n\n[Arabic]:\n عدم التجاوب مع المريض ، استخدام أسلوب حاد وعدم الاستفاده من الموعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-07T21:00:00Z", "due_at": "2024-05-07T17:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-17T21:00:00Z", "second_reminder_sent_at": "2024-05-17T21:00:00Z", "escalated_at": "2024-05-19T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-05-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30326467, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-08 00:00:00", "closed": null, "received": "2024-05-05 20:54:00", "resolved": null, "escalated": "2024-05-20 00:00:00", "first_reminder": "2024-05-18 00:00:00" }, "imported_at": "2026-04-13T21:59:46.698334", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2430", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2430 } } }, { "model": "complaints.complaint", "pk": "00e0c786-5087-441c-9e59-acd5b48eb225", "fields": { "created_at": "2023-12-27T18:14:00Z", "updated_at": "2026-04-13T18:58:56.660Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2009", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medical report was requested, but the request was rejected by the hospital.", "description": "A medical report was requested, but the request was rejected by the hospital.\n\n[Arabic]:\nتم طلب تقرير طبي وتم رفض الطلب من قبل المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-26T21:00:00Z", "due_at": "2023-12-29T18:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-29T21:00:00Z", "second_reminder_sent_at": "2023-12-29T21:00:00Z", "escalated_at": "2023-12-29T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-12-26T21:00:00Z", "explanation_received_at": "2023-12-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30276026, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-12-27 00:00:00", "closed": null, "received": "2023-12-27 21:14:00", "resolved": "2024-01-01 00:00:00", "escalated": "2023-12-30 00:00:00", "first_reminder": "2023-12-30 00:00:00" }, "imported_at": "2026-04-13T21:58:56.656206", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2009", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2009 } } }, { "model": "complaints.complaint", "pk": "010ef3f9-bbb2-456b-91be-b8437c7a452b", "fields": { "created_at": "2025-12-09T15:07:00Z", "updated_at": "2026-04-13T19:03:24.499Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5445-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request is submitted each time, but is rejected on the grounds that the doctor and hospital did not comply with the codes and requirements stipulated by the insurance company.", "description": "The request is submitted each time, but is rejected on the grounds that the doctor and hospital did not comply with the codes and requirements stipulated by the insurance company.\n\n[Arabic]:\nيتم رفع الطلب في كل مرة، ولكن يعود بالرفض بحجة أن الطبيب والمستشفى لم يلتزموا بالأكواد والمتطلبات المطلوبة من قبل شركة التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-11T15:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-09T15:07:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5445, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "0126f29c-eb81-4274-82b9-a568136460c8", "fields": { "created_at": "2022-10-27T10:41:00Z", "updated_at": "2026-04-13T18:56:21.794Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0453", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " on 23Oct 2022 the nurses was not cooperative they did not response for me when I called them . they were delay. also they were mad . ", "description": " on 23Oct 2022 the nurses was not cooperative they did not response for me when I called them . they were delay. also they were mad . \n\n[Arabic]:\nفي 23 أكتوبر 2022، لم تكن الممرضات متعاونات، ولم يستجبن لي عندما اتصلت بهن. لقد تأخرن، بل كن غاضبات أيضاً.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-26T21:00:00Z", "due_at": "2022-10-29T10:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-28T21:00:00Z", "second_reminder_sent_at": "2022-10-30T21:00:00Z", "escalated_at": "2022-11-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-26T21:00:00Z", "explanation_received_at": "2022-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 635025, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-27 00:00:00", "closed": null, "received": "2022-10-27 13:41:00", "resolved": "2022-11-06 00:00:00", "escalated": "2022-11-02 00:00:00", "first_reminder": "2022-10-29 00:00:00" }, "imported_at": "2026-04-13T21:56:21.790375", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0453", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم النساء والولادة", "main": "التمريض" }, "original_complaint_num": 453 } } }, { "model": "complaints.complaint", "pk": "0142cdb9-6ed6-4be0-8d13-c516f88238fe", "fields": { "created_at": "2025-08-21T20:48:00Z", "updated_at": "2026-04-13T19:02:36.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-08-4644", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During a visit to the clinic and after conducting an eye exam for the child, a prescription for eyeglasses was issued. The glasses were made at Magrabi Optical using the child’s insurance policy, with the co-payment amount settled.\n\nAfter receiving the glasses, the child continued to complain of poor vision. Upon revisiting the doctor, we were informed that such complaints can be normal among children. However, due to the ongoing issue, we sought a second opinion from Dr. Lamia, who confirmed th", "description": "During a visit to the clinic and after conducting an eye exam for the child, a prescription for eyeglasses was issued. The glasses were made at Magrabi Optical using the child’s insurance policy, with the co-payment amount settled.\n\nAfter receiving the glasses, the child continued to complain of poor vision. Upon revisiting the doctor, we were informed that such complaints can be normal among children. However, due to the ongoing issue, we sought a second opinion from Dr. Lamia, who confirmed that the initial vision measurement was inaccurate and provided a new prescription.\n\nWhen we returned to the optical center to have the glasses remade, we were informed that the child’s insurance policy had already been used and could not be applied again for the same service. The cost of the new lenses was SAR 2,116.\n\nWe kindly request clarification on who is responsible for the cost of the new lenses, considering that the issue resulted from an incorrect initial prescription.\n\n[Arabic]:\nتفيد المريضه بأنه اخبرها الطبيب بانه ليس لديها كسر وحين الذهاب الى مستفشى اخر تمت الافاده بوجود كسر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-23T20:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-21T20:48:00Z", "explanation_received_at": "2025-08-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4644, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "01484e09-f776-4975-bded-8dee29637578", "fields": { "created_at": "2024-01-02T14:35:00Z", "updated_at": "2026-04-13T18:59:05.444Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2036", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of cooperation and responsiveness in following up on the approval sent to the insurance company and the insurance company's request for a medical report from the treating physician.\n\nSo far, there has been no response!", "description": "Lack of cooperation and responsiveness in following up on the approval sent to the insurance company and the insurance company's request for a medical report from the treating physician.\n\nSo far, there has been no response!\n\n[Arabic]:\n عدم التعاون والتجاوب في متابعه الموافقه المرسله لشركة التامين وطلب التامين تقرير طبي من الطبيب المعالج\nولحد الان مافي تجاوب! ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-01T21:00:00Z", "due_at": "2024-01-04T14:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-01T21:00:00Z", "explanation_received_at": "2024-01-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-02T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30156520, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-01-02 00:00:00", "closed": null, "received": "2024-01-02 17:35:00", "resolved": "2024-01-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.440035", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2036", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2036 } } }, { "model": "complaints.complaint", "pk": "01511f88-aa9a-4185-8ea3-d135d2b85648", "fields": { "created_at": "2025-11-01T15:36:00Z", "updated_at": "2026-04-13T19:03:12.341Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMAD AL GAILANI", "expected_result": "", "reference_number": "CMP-2025-11-5203", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Insurance company refuse the claim due to incorrect information documented in the report ", "description": "Insurance company refuse the claim due to incorrect information documented in the report \n\n[Arabic]:\nتم كتابة تقرير طبي من قبل الطبيب مما ادى الى رفض التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-03T15:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-01T15:36:00Z", "explanation_received_at": "2025-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5203, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "0167c585-f545-42c7-a3c7-d493965741f0", "fields": { "created_at": "2025-05-31T13:35:00Z", "updated_at": "2026-04-13T19:02:00.989Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الاخصائي سالم ", "expected_result": "", "reference_number": "CMP-2025-05-4237", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that they were verbally assaulted by the specialist, Salem.", "description": "The patient reports that they were verbally assaulted by the specialist, Salem.\n\n[Arabic]:\nيفيد المريض انه تم التعدي عليه لفظيا من قبل الاخصائي سالم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-02T13:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-31T13:35:00Z", "explanation_received_at": "2025-05-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4237, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "0178cebd-8d47-4f82-9acf-0e302e3b54b5", "fields": { "created_at": "2025-06-22T09:05:00Z", "updated_at": "2026-04-13T19:02:12.045Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-06-4349", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient states that her treatment was not completed in the emergency department.", "description": "The patient states that her treatment was not completed in the emergency department.\n\n[Arabic]:\nتفيد المريضه ببانها لم يتم استكمال علاجها في الطوارئ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-24T09:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-22T09:05:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4349, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "0180cc82-0234-4ad6-8f32-6be5b681239d", "fields": { "created_at": "2023-04-03T22:11:00Z", "updated_at": "2026-04-13T18:57:27.794Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Maad Faisal Al Saati", "expected_result": "", "reference_number": "CMP-2023-04-1126", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the doctor's clinic on March 3, 2023, where I waited for almost an hour without being called into the clinic, which led to my annoyance and the cancellation of the visit.\n\n", "description": "I attended the doctor's clinic on March 3, 2023, where I waited for almost an hour without being called into the clinic, which led to my annoyance and the cancellation of the visit.\n\n\n\n[Arabic]:\nتم الحضور الى عيادة الطبيب بتاريخ 3 مارس 2023م حيث تم انتظاري مايقارب الساعه ولم يتم مناداتي الى العيادة مما ادى الى استيائي والغاء الزيارة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-04T21:00:00Z", "due_at": "2023-04-05T22:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-08T21:00:00Z", "second_reminder_sent_at": "2023-04-09T21:00:00Z", "escalated_at": "2023-04-12T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-04-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30020917, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-04-05 00:00:00", "closed": "2023-05-06 00:00:00", "received": "2023-04-04 01:11:00", "resolved": null, "escalated": "2023-04-13 00:00:00", "first_reminder": "2023-04-09 00:00:00" }, "imported_at": "2026-04-13T21:57:27.789685", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1126", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1126 } } }, { "model": "complaints.complaint", "pk": "01aacb93-52a0-4333-88dc-75fa4e125bc2", "fields": { "created_at": "2023-08-07T16:25:00Z", "updated_at": "2026-04-13T18:58:08.543Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Jawhara AlGhamdi", "expected_result": "", "reference_number": "CMP-2023-08-1501", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The staff member's behavior was poor and unprofessional during the transfer of my mother from intensive care to a ward, as requested by the doctor. They also failed to inform my mother of this, as the staff member informed us, upon our arrival, that only one person was allowed in, in a completely inappropriate manner.", "description": "The staff member's behavior was poor and unprofessional during the transfer of my mother from intensive care to a ward, as requested by the doctor. They also failed to inform my mother of this, as the staff member informed us, upon our arrival, that only one person was allowed in, in a completely inappropriate manner.\n\n[Arabic]:\nتعامل سيء وغير مهني من قبل الموظفة أثناء الدخول لنقل الوالدة من العنايات إلى التنويم بناء على طلب الدكتور\nوتبليغ الوالدة بذلك حيث أن الموظفة أثناء دخولنا أبلغتنا بدخول شخص واحد بأسلوب غير جيد بتاتا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-07T21:00:00Z", "due_at": "2023-08-09T16:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-07T21:00:00Z", "explanation_received_at": "2023-08-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30103349, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-08-08 00:00:00", "closed": null, "received": "2023-08-07 19:25:00", "resolved": "2023-08-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.534244", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1501", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 1501 } } }, { "model": "complaints.complaint", "pk": "01b04589-8842-4aef-9eae-9f957fc93139", "fields": { "created_at": "2025-09-16T07:52:00Z", "updated_at": "2026-04-13T19:02:49.006Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2025-09-4868", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor's leave has been submitted, but it has not yet been approved through the Anat application.\"", "description": "\"The doctor's leave has been submitted, but it has not yet been approved through the Anat application.\"\n\n[Arabic]:\nتم رفع الاجازه للطبيبه لكن لم يتم تعميدها من تطبيق انات", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-18T07:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-16T07:52:00Z", "explanation_received_at": "2025-09-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4868, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "0201487d-d3cc-4e4a-9120-181dd256601a", "fields": { "created_at": "2024-09-30T09:23:00Z", "updated_at": "2026-04-13T19:00:29.191Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2975", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medical report on the patient's health condition was requested to complete his treatment.", "description": "A medical report on the patient's health condition was requested to complete his treatment.\n\n[Arabic]:\nطلب تقرير طبي للحالة الصحية للمريض لاستكمال علاجه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-29T21:00:00Z", "due_at": "2024-10-02T09:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-29T21:00:00Z", "explanation_received_at": "2024-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-29T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30176372, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-09-30 00:00:00", "closed": null, "received": "2024-09-30 12:23:00", "resolved": "2024-09-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:29.185292", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2975", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2975 } } }, { "model": "complaints.complaint", "pk": "0202fb03-35f7-45db-a814-1c86b9e95373", "fields": { "created_at": "2024-07-31T07:32:00Z", "updated_at": "2026-04-13T19:00:08.101Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2756", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No insurance claim has been filed regarding the exhaustion of the pregnancy and childbirth coverage limit, and the hospital refuses to file an insurance claim for approval", "description": "No insurance claim has been filed regarding the exhaustion of the pregnancy and childbirth coverage limit, and the hospital refuses to file an insurance claim for approval\n\n[Arabic]:\nلم يتم رفع طلب للتأمين بخصوص ان تم استنفاذ حد تغطية الحمل والولادة والمستشفى يرفض رفع طلب للتأمين بخصوص الموافقة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-30T21:00:00Z", "due_at": "2024-08-02T07:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-30T21:00:00Z", "explanation_received_at": "2024-07-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30014213, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-07-31 00:00:00", "closed": null, "received": "2024-07-31 10:32:00", "resolved": "2024-07-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:08.097599", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2756", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2756 } } }, { "model": "complaints.complaint", "pk": "0210072c-148a-4aab-8a0c-51c1efdd75cb", "fields": { "created_at": "2023-12-17T08:25:00Z", "updated_at": "2026-04-13T18:58:54.731Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1952-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I spoke with the admissions officer to get details about the procedure and pre-operative instructions. However, these instructions regarding eating, drinking, and smoking were neither explained nor clarified. I wasn't informed about what was allowed or prohibited before the procedure, even though it was my first surgery and I have no prior experience or knowledge of anything. Secondly, I asked about the cost, and she told me it was approximately 6000 riyals! How can I be sure if she's just sayin", "description": "I spoke with the admissions officer to get details about the procedure and pre-operative instructions. However, these instructions regarding eating, drinking, and smoking were neither explained nor clarified. I wasn't informed about what was allowed or prohibited before the procedure, even though it was my first surgery and I have no prior experience or knowledge of anything. Secondly, I asked about the cost, and she told me it was approximately 6000 riyals! How can I be sure if she's just saying \"approximately\"? She also said that tests and treatments weren't included in the price. I asked how much, and she said the pre-operative tests cost 600 riyals. I was shocked when I arrived at the emergency room to find the doctor telling me to complete the admission procedures and tests, and that I would have to pay 1200 riyals – double the amount the admissions officer had previously stated. Why is a patient being asked to pay double when they are in an emergency situation?\n\n[Arabic]:\nتم التحدث مع موظفة التنويم لاخذ تفاصيل العمليه من تعليمات قبل العمليه ولم يتم توضيح او شرح التعليمات ماقبل العمليه فيما يخص ( الاكل ، الشرب ، التدخين )لم يتم ابلاغي بما هو مسموح او ممنوع قبل الاجراء علما انها اول عمليه اقوم بعملها ليس لدي خبره سابقه وماعندي ادنى فكره عن اي شي ، ثانياً سألتها عن المبلغ المادي وأفادتني بأن مبلغ العمليه ( تقريباً ٦٠٠٠ ) تقريباً !! اجل مين يعطيني الاكيد اذا هي تقول تقريباً ! وقالت لي التحاليل والعلاجات مو محسوبه من ضمن المبلغ قلت لها بكم قالت التحاليل اللي قبل العمليه مبلغها ( ٦٠٠ ) وتفاجأت عند دخولي للطوارىء تقولي الدكتوره سوو اجراءات التنويم والتحاليل وعلي بدفع ( 1200 ريال ) دبل المبلغ المذكور من قبل الموظفة سابقا لماذا يتم طلب المريض ضعف المبلغ وهو بحاله طارئه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-16T21:00:00Z", "due_at": "2023-12-19T08:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-16T21:00:00Z", "explanation_received_at": "2023-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302844, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-17 00:00:00", "closed": null, "received": "2023-12-17 11:25:00", "resolved": "2023-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.727553", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1952-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 1952 } } }, { "model": "complaints.complaint", "pk": "0211031d-0c9a-4108-8901-c6279b5567ff", "fields": { "created_at": "2024-02-14T23:56:00Z", "updated_at": "2026-04-13T18:59:18.462Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2202", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son 9 days old suffers from chafing and deformity in the breech area because of negligence from nursing staff in the nursery at evening shift, I think the nurse name is “Keyk”, they also refuse to show baby on cam on mother screen and don’t do doctor instruction who told them to feed the baby immediately after entering to nursery but the nurse feed him 2 hours later", "description": "My son 9 days old suffers from chafing and deformity in the breech area because of negligence from nursing staff in the nursery at evening shift, I think the nurse name is “Keyk”, they also refuse to show baby on cam on mother screen and don’t do doctor instruction who told them to feed the baby immediately after entering to nursery but the nurse feed him 2 hours later\n\n[Arabic]:\nيعاني ابني البالغ من العمر 9 أيام من التهابات وتشوهات في منطقة الحوض بسبب إهمال من طاقم التمريض في قسم الحضانة خلال الفترة المسائية. أعتقد أن اسم الممرضة \"كيك\". كما أنهم رفضوا عرض الطفل على كاميرا شاشة الأم، ولم يلتزموا بتعليمات الطبيب الذي نصحهم بإرضاع الطفل فور دخوله الحضانة، بل أطعمته الممرضة بعد ساعتين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-16T21:00:00Z", "due_at": "2024-02-16T23:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-16T21:00:00Z", "explanation_received_at": "2024-02-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30313889, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-02-17 00:00:00", "closed": null, "received": "2024-02-15 02:56:00", "resolved": "2024-02-20 00:00:00", "escalated": null, "first_reminder": "2024-02-18 00:00:00" }, "imported_at": "2026-04-13T21:59:18.458432", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2202", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 2202 } } }, { "model": "complaints.complaint", "pk": "02420098-78e6-48a6-9484-782666687d5c", "fields": { "created_at": "2025-09-04T11:51:00Z", "updated_at": "2026-04-13T19:02:46.813Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6876-AHMED HASSAN KAKAA ", "expected_result": "", "reference_number": "CMP-2025-09-4743", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informs that he was not accurately diagnosed, and the doctor did not wear gloves during the examination.", "description": "The patient informs that he was not accurately diagnosed, and the doctor did not wear gloves during the examination.\n\n[Arabic]:\nيفيد المريض انه لم يتم تشخيصه بشكل دقيق وان الطبيب اثناء الفحص لم يرتدي قفازات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-06T11:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-04T11:51:00Z", "explanation_received_at": "2025-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4743, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "0242514b-5904-4a00-b197-baa8223b8b9c", "fields": { "created_at": "2024-03-09T10:54:00Z", "updated_at": "2026-04-13T18:59:26.381Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2273", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A scene was requested for review and was rejected by them.", "description": "A scene was requested for review and was rejected by them.\n\n[Arabic]:\nتم طلب مشهد بالمراجعه وتم الرفض من قبلهم .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-08T21:00:00Z", "due_at": "2024-03-11T10:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-08T21:00:00Z", "explanation_received_at": "2024-03-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30315737, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-03-09 00:00:00", "closed": null, "received": "2024-03-09 13:54:00", "resolved": "2024-03-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:26.377796", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2273", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2273 } } }, { "model": "complaints.complaint", "pk": "025fff09-c77b-4345-8f39-2aa05ffd05a8", "fields": { "created_at": "2025-11-27T05:55:00Z", "updated_at": "2026-04-13T19:03:14.744Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5375", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Failure to provide her with the 2018 biopsy report.\"", "description": "\"Failure to provide her with the 2018 biopsy report.\"\n\n[Arabic]:\nعدم تسليمها تقرير الخزعه عام 2018", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-29T05:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-27T05:55:00Z", "explanation_received_at": "2025-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5375, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "02684cee-85b4-469b-a49d-678e4261690d", "fields": { "created_at": "2025-11-13T06:37:00Z", "updated_at": "2026-04-13T19:03:13.429Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5285-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"He was transferred from Al-Hammadi Al-Suwaidi Hospital, and upon his arrival at Al-Hammadi Al-Nuzha Hospital, he was asked to pay a new consultation fee.\"", "description": "\"He was transferred from Al-Hammadi Al-Suwaidi Hospital, and upon his arrival at Al-Hammadi Al-Nuzha Hospital, he was asked to pay a new consultation fee.\"\n\n[Arabic]:\nتم تحويله من مستفشى الحمادي السويدي وعند وصوله لمستشفى الحمادي النزهه تم مطالبته بكشفيه جديده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T06:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T06:37:00Z", "explanation_received_at": "2025-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5285, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "0268f736-b202-4e0a-9f3b-7786a6a1c0fa", "fields": { "created_at": "2023-02-01T12:59:00Z", "updated_at": "2026-04-13T18:57:05.226Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0845", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request was sent by the insurance company to the approval department for the treating physician to write additional information regarding the patient. The patient has not responded to this request, and we have not been informed, even though her condition is unstable and requires immediate attention.\n", "description": "A request was sent by the insurance company to the approval department for the treating physician to write additional information regarding the patient. The patient has not responded to this request, and we have not been informed, even though her condition is unstable and requires immediate attention.\n\n\n[Arabic]:\nتم ارسال طلب من قبل شركة التأمين الى قسم الموافقات ليتم كتابة معلومات اضافيھ من قبل الطبيب المعالج تخص\nحالة المريضھ حيث لم يتم الرد من قبل القسم على ذلك ولم يتم افادتنا علما ان حالھ المريضھ غير مستقره وتستدعي\nاتخاذ الاجراءات باسرع وقت ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-31T21:00:00Z", "due_at": "2023-02-03T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-31T21:00:00Z", "explanation_received_at": "2023-02-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1595072, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-02-01 00:00:00", "closed": null, "received": "2023-02-01 15:59:00", "resolved": "2023-02-12 00:00:00", "escalated": null, "first_reminder": "2023-02-04 00:00:00" }, "imported_at": "2026-04-13T21:57:05.219132", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0845", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 845 } } }, { "model": "complaints.complaint", "pk": "026a9554-2759-4f14-b1d3-fcc360443e8c", "fields": { "created_at": "2025-10-25T15:31:00Z", "updated_at": "2026-04-13T19:03:03.385Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5153", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تم التواصل هاتفيا لاخذ موعد وعندما تم حضوري ابلغني انة ليس لديك موعد ؟ ", "description": "تم التواصل هاتفيا لاخذ موعد وعندما تم حضوري ابلغني انة ليس لديك موعد ؟ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-27T15:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-25T15:31:00Z", "explanation_received_at": "2025-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5153, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "027028f6-5290-4d75-b6d2-20dceb242626", "fields": { "created_at": "2024-04-03T19:34:00Z", "updated_at": "2026-04-13T18:59:36.514Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2348", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have an MRI appointment on Tuesday, April 2, at 8 PM. I was informed by phone that the latest time to arrive was 8:10 PM. I arrived at 8:13 PM, and after completing the procedures with the receptionist, it turned out that my approval status had not been updated in the system. This caused me to be unable to attend the appointment, even though the insurance approval was received on Sunday, March 31. The update was not made in the system until later, which led to my inability to enter the appoint", "description": "I have an MRI appointment on Tuesday, April 2, at 8 PM. I was informed by phone that the latest time to arrive was 8:10 PM. I arrived at 8:13 PM, and after completing the procedures with the receptionist, it turned out that my approval status had not been updated in the system. This caused me to be unable to attend the appointment, even though the insurance approval was received on Sunday, March 31. The update was not made in the system until later, which led to my inability to enter the appointment. Considering my prior appointment and my other commitments outside the hospital, I could not wait for more than an hour and a half. I was provided with the earliest available appointment on Thursday, April 5, at 12 PM.\n\n\n[Arabic]:\nلدي موعد أشعه رنين يوم الثلاثاء 2 ابريل الساعه 8 مساء وتم ابلاغي بالاتصال ان الحد الأقصى للحضور الساعه 8:10 وتم حضوري الساعه 8:13 وعند انهاء الاجراءات عند موظف الاستقبال مشكورا تبين ان حاله الموافقه لم يتم تحديثها بالنظام وهذا ماسبب لعدم دخولي الموعد بالرغم ان موافقه التأمين كانت يوم الاحد الماضي بتاريخ 31 مارس ولم يتم التحديث بالنظام إلا بوقت متأخر تسبب في عدم دخولي للموعد مع العلم ان موعدي بناء على موعد مسبق ولا يمكنني الدخول بعد اكثر من ساعه ونصف نظرا لارتباطي بموعد آخر خارج المستشفى وتم اخذ اقرب موعد يوم الخميس الموافق 5 ابريل الساعه 12 مساء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-02T21:00:00Z", "due_at": "2024-04-05T19:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-02T21:00:00Z", "explanation_received_at": "2024-04-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1195563, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2024-04-03 00:00:00", "closed": null, "received": "2024-04-03 22:34:00", "resolved": "2024-04-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.508187", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2348", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2348 } } }, { "model": "complaints.complaint", "pk": "027811fa-86ac-4b76-903c-4a91a8e682b9", "fields": { "created_at": "2023-11-08T13:45:00Z", "updated_at": "2026-04-13T18:58:42.090Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4861-Dr. Sahar Abdelfattah Dorgham", "expected_result": "", "reference_number": "CMP-2023-11-1817", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient had an appointment and her condition was urgent, but when she went to the clinic, the doctor was not there.", "description": "The patient had an appointment and her condition was urgent, but when she went to the clinic, the doctor was not there.\n\n[Arabic]:\nلدى المريضه موعد وكانت حالة المريضه طارئه وعند التوجهه الى العيادة لم تكن الدكتوره موجوده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-07T21:00:00Z", "due_at": "2023-11-10T13:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-07T21:00:00Z", "explanation_received_at": "2023-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30080945, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-11-08 00:00:00", "closed": null, "received": "2023-11-08 16:45:00", "resolved": "2023-11-09 00:00:00", "escalated": null, "first_reminder": "2023-11-08 00:00:00" }, "imported_at": "2026-04-13T21:58:42.079795", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1817", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1817 } } }, { "model": "complaints.complaint", "pk": "02bcb893-592d-4dde-a7b0-ccede6d06ff1", "fields": { "created_at": "2022-09-10T12:48:00Z", "updated_at": "2026-04-13T18:56:05.777Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0090", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended my son's appointment with Dr. Abdul Hakim, but the doctor left due to an emergency, and I left as well. I was then contacted and given an appointment with Dr. Mazen Al-Shuqair, and it was explained to me that the doctor accepts children's cases after asking about them. When I arrived at the clinic, Dr. Mazen apologized to me, saying that he could not accept my son because he does not accept children's cases, which led to my extreme dissatisfaction and my leaving.", "description": "I attended my son's appointment with Dr. Abdul Hakim, but the doctor left due to an emergency, and I left as well. I was then contacted and given an appointment with Dr. Mazen Al-Shuqair, and it was explained to me that the doctor accepts children's cases after asking about them. When I arrived at the clinic, Dr. Mazen apologized to me, saying that he could not accept my son because he does not accept children's cases, which led to my extreme dissatisfaction and my leaving.\n\n[Arabic]:\nتم حضوري لموعد ابني لدى الطبيب عبدالحكيم وتم مغادرة الطبيب لظرف طارئ وتم مغادرتي حيث تم التواصل معي بعد ذلك واعطائي موعد مع الطبيب مازن الشقير وتم التوضيح لي بان الطبيب يستقبل حالات الاطفال بعد سؤالها وعند حضوري للعيادة اعتذر مني الطبيب مازن لا يستطيع استقبال ابني لانه لايستقبل حالات الاطفال مما ادى الى استيائي الشديد ومغادرتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-09T21:00:00Z", "due_at": "2022-09-12T12:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-11T21:00:00Z", "second_reminder_sent_at": "2022-09-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-09T21:00:00Z", "explanation_received_at": "2022-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30217991, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-10 00:00:00", "closed": null, "received": "2022-09-10 15:48:00", "resolved": "2022-09-21 00:00:00", "escalated": null, "first_reminder": "2022-09-12 00:00:00" }, "imported_at": "2026-04-13T21:56:05.773305", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0090", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 90 } } }, { "model": "complaints.complaint", "pk": "02c4b6b4-1a7c-44c3-ade1-383352395201", "fields": { "created_at": "2025-02-05T11:29:00Z", "updated_at": "2026-04-13T19:01:23.837Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3664", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "company. When I arrived, there were two employees present, one of whom was talking on her phone, and I was ignored as if I weren’t standing there. Then, one employee moved her chair towards the device and asked for my number without any respect or proper manner. She immediately told me that one of my tests was rejected, even though all of my tests had been approved as per the messages I received. I was asked to go to the approvals department, even though I had visited them earlier to avoid any d", "description": "company. When I arrived, there were two employees present, one of whom was talking on her phone, and I was ignored as if I weren’t standing there. Then, one employee moved her chair towards the device and asked for my number without any respect or proper manner. She immediately told me that one of my tests was rejected, even though all of my tests had been approved as per the messages I received. I was asked to go to the approvals department, even though I had visited them earlier to avoid any delay. Despite this, I was still delayed. I spoke to the approvals department, and they confirmed that all of my tests were approved. When I returned to the laboratory, I was told that the doctor had written the request separately. I contacted the doctor, and he denied this.\n\nI kindly request that the necessary actions be taken and that proper discipline be maintained during work.\n\n[Arabic]:\nتوجهت للمختبر بعد استلامي رسالة موافقه من قبل مستشفى وكذلك شركة التامين واثناء وصولي متواجدات موظفتين ووحده وافقه بينهم وقلت عندي تحاليل وكل واحده ماسكه جوالها ولا كاني واقف ثم سحبت نفسها موظفه بالكرسي لجهة جهاز وقالت كم رقمك دون ادنى اي احترام او اسلوب محترم ومباشرة قالت عندك تحليل مرفوض مع انه كل تحاليلي موافقه بالرسايل وطلبت اتوجه للموافقات مع العلم اني كنت عند موافقات قبل اتوجة لهم لتفادي التاخير ومع ذلك تم تاخيري وكلمت موافقات وقالت كل عندك موافقه ورجعت وقلت لها كل شي موافق وقالت دكتور كاتب الطلب منفصل وكلمت دكتور ونفى هذا. الرجاء اتخاذ اللازم والحرص على الانضباط اثناء العمل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 92, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T11:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T11:29:00Z", "explanation_received_at": "2025-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3664, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "02d1e839-593f-46a9-b32b-6617e8be243a", "fields": { "created_at": "2024-12-19T13:23:00Z", "updated_at": "2026-04-13T19:01:01.567Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3381", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After waiting for over an hour, and after the employee's shift ended, I went back to the department to inquire about submitting an approval request. It became clear from the employee that no request had been submitted by the previous employee. Therefore, I request that a complaint be filed and that disciplinary action be taken against the employee, and that I be compensated for the damage and wasted time.", "description": "After waiting for over an hour, and after the employee's shift ended, I went back to the department to inquire about submitting an approval request. It became clear from the employee that no request had been submitted by the previous employee. Therefore, I request that a complaint be filed and that disciplinary action be taken against the employee, and that I be compensated for the damage and wasted time.\n\n[Arabic]:\nاكثر من ساعه انتظار وبعد انتهاء فترة عمل الموظفة تم مراجعة القسم مرة اخرى للاستفسار عن رفع طلب\nموافقه اتضح من قبل الموظف انه لم يتم رفع طلب من قبل الموظفة السابقة ولذلك اطالب برفع شكوى واتخاذ\nالاجراءات النظاميه بحق الموظفة وتعويضي عن الضرر وضياع الوقت الذي حصل. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-18T21:00:00Z", "due_at": "2024-12-21T13:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-20T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-18T21:00:00Z", "explanation_received_at": "2024-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-20T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30361296, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-19 00:00:00", "closed": null, "received": "2024-12-19 16:23:00", "resolved": "2024-12-21 00:00:00", "escalated": null, "first_reminder": "2024-12-21 00:00:00" }, "imported_at": "2026-04-13T22:01:01.563771", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3381", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3381 } } }, { "model": "complaints.complaint", "pk": "033a7806-0b0c-4476-a994-9b820a603dbd", "fields": { "created_at": "2022-10-27T15:30:00Z", "updated_at": "2026-04-13T18:56:22.091Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MAHA ALBELALI ", "expected_result": "", "reference_number": "CMP-2022-10-0470-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the attending physician that the child would be given intravenous fluids, a solution, and an emetic injection, and she asked us for a urine analysis, but none of the aforementioned procedures were carried out. We went to the on-duty manager to get a refund for the injections and analysis because the aforementioned procedures were not carried out, and he did not cooperate with us.", "description": "I was informed by the attending physician that the child would be given intravenous fluids, a solution, and an emetic injection, and she asked us for a urine analysis, but none of the aforementioned procedures were carried out. We went to the on-duty manager to get a refund for the injections and analysis because the aforementioned procedures were not carried out, and he did not cooperate with us.\n\n[Arabic]:\nتم ابلاغي من قبل الطبيبه المعالجه سوف يتم اعطاء الطفله خافض وريدي ومحلول وابره ترجيع وطلبت منا تحليل بول ولكن لم يتم اي اجراء مما ذكر حيث تم الذهاب للمدير المناوب لاسترجاع المبلغ المدفوع للأبر والتحليل لعدم عمل الاجراءات المذكوره ولم يتم التعاون معنا من قبله. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-26T21:00:00Z", "due_at": "2022-10-29T15:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-26T21:00:00Z", "explanation_received_at": "2022-10-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30229625, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-10-27 00:00:00", "closed": null, "received": "2022-10-27 18:30:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": "2022-10-30 00:00:00" }, "imported_at": "2026-04-13T21:56:22.088817", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0470-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 470 } } }, { "model": "complaints.complaint", "pk": "03526c25-1a24-49f4-93d2-9456b4e159bc", "fields": { "created_at": "2023-10-05T16:52:00Z", "updated_at": "2026-04-13T18:58:29.275Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1674", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was not given the medical reports.", "description": "I was not given the medical reports.\n\n[Arabic]:\nلم يتم تسليمي التقارير الطبيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-04T21:00:00Z", "due_at": "2023-10-07T16:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-04T21:00:00Z", "explanation_received_at": "2023-10-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 555558993, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-05 00:00:00", "closed": null, "received": "2023-10-05 19:52:00", "resolved": "2023-10-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.269819", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1674", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1674 } } }, { "model": "complaints.complaint", "pk": "03652daf-58f7-4db1-89a3-182822a50b5e", "fields": { "created_at": "2024-04-16T07:25:00Z", "updated_at": "2026-04-13T18:59:36.962Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2367", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the weapon inspection report electronically.\n", "description": "Delay in submitting the weapon inspection report electronically.\n\n\n[Arabic]:\nتاخير في رفع تقرير فحص السلاح اكترونياً . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-15T21:00:00Z", "due_at": "2024-04-18T07:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-15T21:00:00Z", "explanation_received_at": "2024-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307980, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-16 00:00:00", "closed": null, "received": "2024-04-16 10:25:00", "resolved": "2024-04-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.954424", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2367", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2367 } } }, { "model": "complaints.complaint", "pk": "0374989d-801f-4d26-94c5-d9816b07a36c", "fields": { "created_at": "2025-09-14T14:27:00Z", "updated_at": "2026-04-13T19:02:48.612Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4851", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding my wife's experience after she was discharged from the intensive care unit yesterday. Unfortunately, the care provided was inadequate, as she experienced oxygen deprivation and her condition deteriorated due to poor ventilation in her lungs. Since this morning, she has been experiencing a persistent cough, and when the medical staff, including Dr. Yamen, Dr. Sari, and the on-call physician, were not informed, no appropriate response was provided.\n\nI con", "description": "I would like to file a complaint regarding my wife's experience after she was discharged from the intensive care unit yesterday. Unfortunately, the care provided was inadequate, as she experienced oxygen deprivation and her condition deteriorated due to poor ventilation in her lungs. Since this morning, she has been experiencing a persistent cough, and when the medical staff, including Dr. Yamen, Dr. Sari, and the on-call physician, were not informed, no appropriate response was provided.\n\nI confirm that her condition has significantly worsened, and I would like to request urgent resumption of treatment, as my wife requires a stronger steam session than the one she was given. I would also like her case referred to a Saudi consultant if necessary. I would like to note that I am requesting an improvement in the level of care provided, or a referral to the intensive care unit if the situation warrants it.\n\n[Arabic]:\nأرغب في تقديم شكوى بخصوص ما تعرضت له زوجتي بعد خروجها من قسم العناية يوم أمس. للأسف، لم يتم توفير الرعاية بالشكل المطلوب، حيث كانت هناك مشاكل في نقص الأوكسجين وتدهور حالتها بسبب نقص التهوية في الرئة. منذ صباح اليوم، بدأت تعاني من سعال مستمر، وعندما تم إبلاغ الطاقم الطبي، بما فيهم الدكتور يامن، الدكتور ساري، والطبيب المناوب، لم يتم تقديم أي إفادة أو استجابة مناسبة لحالتها.\nأؤكد أن الحالة ساءت بشكل ملحوظ، وأريد أن أطلب استكمال العلاج بشكل عاجل، حيث أن زوجتي بحاجة إلى جلسة بخار أقوى من التي تم إعطاؤها. كما أود أن يتم تحويل حالتها إلى طبيب استشاري سعودي إذا لزم الأمر. أشير إلى أنني أطالب بتحسين مستوى الرعاية المقدمة، أو الرجوع إلى قسم العناية إذا كانت الحالة تتطلب ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-16T14:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-14T14:27:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4851, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "038a903d-a0e5-4af5-a9b6-c8b8d0d3e8c9", "fields": { "created_at": "2025-05-22T12:31:00Z", "updated_at": "2026-04-13T19:02:00.272Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "أطباء الطوارئ", "expected_result": "", "reference_number": "CMP-2025-05-4204", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's mother reports that her daughter's case was refused admission, even though it was an emergency (cut ear). They arrived on Sunday, May 18, 2025, at 4:00 PM.", "description": "The patient's mother reports that her daughter's case was refused admission, even though it was an emergency (cut ear). They arrived on Sunday, May 18, 2025, at 4:00 PM.\n\n[Arabic]:\nتفيد والدة المراجعه بأنه تم رفض استقبال حالة ابنتها مع العلم انها كانت حالة طارئة ( قطع في الأذن ) \nتم قدومهم يوم الأحد 18/5/2025 الساعه الرابعه عصرا ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-24T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-22T12:31:00Z", "explanation_received_at": "2025-05-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4204, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "03ccfed3-6b9b-4a5e-ac69-f430cc8bd7cd", "fields": { "created_at": "2023-10-12T08:48:00Z", "updated_at": "2026-04-13T18:58:30.466Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1709", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification.", "description": "Delay in submitting the birth notification.\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-11T21:00:00Z", "due_at": "2023-10-14T08:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-11T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30040765, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-12 00:00:00", "closed": null, "received": "2023-10-12 11:48:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.461214", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1709", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1709 } } }, { "model": "complaints.complaint", "pk": "040e253c-b922-4305-aa2a-86aa2c028746", "fields": { "created_at": "2023-08-24T11:39:00Z", "updated_at": "2026-04-13T18:58:10.258Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1550", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital refused external transfer.", "description": "The hospital refused external transfer.\n\n[Arabic]:\nرفض التحويل الخارجي من قبل المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-23T21:00:00Z", "due_at": "2023-08-26T11:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-23T21:00:00Z", "explanation_received_at": "2023-08-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30078665, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2023-08-24 00:00:00", "closed": null, "received": "2023-08-24 14:39:00", "resolved": "2023-08-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.256217", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1550", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1550 } } }, { "model": "complaints.complaint", "pk": "04189c0e-0794-41fb-b4de-8a407cdfdbdd", "fields": { "created_at": "2022-09-27T07:38:00Z", "updated_at": "2026-04-13T18:56:08.472Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HAGIR ASIM HUSSEIN ", "expected_result": "", "reference_number": "CMP-2022-09-0264", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": "My wife was seen at the clinic on September 20, 2022, in a very difficult condition and suffering from severe bleeding that lasted 14 days since the beginning of her menstrual cycle. The doctor asked her to do tests and take an iron injection intravenously before seeing the results of the tests. No allergy test was done for taking the iron injection, which led to the patient's body becoming allergic and the appearance of pimples and severe itching all over her body and shortness of breath. The p", "description": "My wife was seen at the clinic on September 20, 2022, in a very difficult condition and suffering from severe bleeding that lasted 14 days since the beginning of her menstrual cycle. The doctor asked her to do tests and take an iron injection intravenously before seeing the results of the tests. No allergy test was done for taking the iron injection, which led to the patient's body becoming allergic and the appearance of pimples and severe itching all over her body and shortness of breath. The patient went to the emergency room and was given an injection to relieve the allergy. In addition, the insurance was not provided with enough information to approve the procedures, which led to the insurance company not approving. Note that when my wife went to the radiology department, they were unable to examine her because of the bleeding.\n\n[Arabic]:\nتم مراجعه زوجتي العياده بتاريخ 20 سبتمبر 2022م وهي بحاله صعبه جدا وتعاني من نزيف حاد دام ١٤ يوم منذ بدايه الدوره الشهريه طلبت منها الدكتوره عمل تحاليل واخذ ابره حديد عن طريق الوريد قبل الاطلاع على نتيجه التحاليل ولم يتم عمل فحص الحساسية لاخذ ابرة الحديد مما ادى الى تحسس جسم المريضه وظهور حبوب وحكه قويه بكامل الجسم وضيق بالتنفس وذهبت المريضه الى الطوارى وتم اعطاؤها ابره لتخيف الحساسية بالاضافة لم يتم تزويد التامين بالمعلومات الكافية للموافقة على الاجراءات مما أدى الى عدم الموافقه من شركة التامين، علما بان زوجتي عند مراجعه قسم الاشعه لم يتمكنوا من فحصها بسبب النزيف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T07:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-26T21:00:00Z", "second_reminder_sent_at": "2022-09-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30139032, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 10:38:00", "resolved": "2022-10-03 00:00:00", "escalated": null, "first_reminder": "2022-09-27 00:00:00" }, "imported_at": "2026-04-13T21:56:08.459935", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0264", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 264 } } }, { "model": "complaints.complaint", "pk": "04209ad9-3305-4406-a8b4-29789cd7982a", "fields": { "created_at": "2022-11-27T10:33:00Z", "updated_at": "2026-04-13T18:56:33.574Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15397-MARFA HANNA SALLOUM ", "expected_result": "", "reference_number": "CMP-2022-11-0593", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 20, 2022, my daughter was brought to the emergency department where the file was taken by Dr. Marwa Salloum. My daughter was diagnosed as having a clear viral infection, but she was given high doses of antiviral medication that were not suitable for her. She was asked to be admitted, but this was not approved. A report was written about my daughter, which led to her being transferred to another hospital.", "description": "On November 20, 2022, my daughter was brought to the emergency department where the file was taken by Dr. Marwa Salloum. My daughter was diagnosed as having a clear viral infection, but she was given high doses of antiviral medication that were not suitable for her. She was asked to be admitted, but this was not approved. A report was written about my daughter, which led to her being transferred to another hospital.\n\n[Arabic]:\nبتاريخ 20 نوفمبر2022م تم الحضور بابنتي الى قسم الطوارئ حيث تم الفحص عليها من قبل الطبيبة مارفا سلوم حيث تم تشخيص ابنتي بانها تعاني من التهاب فايروسي ولكن تم صرف ادوية مضاد بجرعه عالية لابنتي لاتناسب عمرها بالاضافة الى تم طلب تنوميها ولكن لم يتم الموافقة عليه لعدم كتابة تقرير واضح عن ابنتي مما ادى الى نقلها الى مستشفى اخر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-26T21:00:00Z", "due_at": "2022-11-29T10:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-27T21:00:00Z", "second_reminder_sent_at": "2022-11-28T21:00:00Z", "escalated_at": "2022-11-29T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-26T21:00:00Z", "explanation_received_at": "2022-11-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20203313, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-27 00:00:00", "closed": null, "received": "2022-11-27 13:33:00", "resolved": "2022-12-01 00:00:00", "escalated": "2022-11-30 00:00:00", "first_reminder": "2022-11-28 00:00:00" }, "imported_at": "2026-04-13T21:56:33.569142", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0593", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 593 } } }, { "model": "complaints.complaint", "pk": "043aa38c-4df6-4a5a-901b-31f24804ef66", "fields": { "created_at": "2023-04-13T13:33:00Z", "updated_at": "2026-04-13T18:57:29.448Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Yamine Kerarma", "expected_result": "", "reference_number": "CMP-2023-04-1165-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " On13 Apr 2023 my appointment at 4:10pm I came before the clinic at 3:53 pm with dr.yamin to take the vaccine for six months but when i went to the vaccine clinic they did not accepted me because they prepared to leave . ", "description": " On13 Apr 2023 my appointment at 4:10pm I came before the clinic at 3:53 pm with dr.yamin to take the vaccine for six months but when i went to the vaccine clinic they did not accepted me because they prepared to leave . \n\n[Arabic]:\n تم الحضور بتاريخ 13 ابريل 2023م لعيادة الطبيب يامن وذلك لاخذ تطعيمة الستة اشهر وتم حضورنا قبل الموعد بوقت الساعه 3:53 وبالرغم من ذلك تم استعجالي من قبل الدكتور وتم الفحص بشكل سريع ولم يعطيني فرصه للأسئلة بحجة ان غرفة التطعيمات تغلق الساعه 4:00 و عند الذهاب لغرفة التطعيم وجدت الممرضات على وشك الخروج ولم يقبلوا تطعيم ابنتي وذلك لانتهاء الدوام الساعه 4:00 مساء وتم مغادرتي دون اي فائدة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-14T21:00:00Z", "due_at": "2023-04-15T13:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-15T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-14T21:00:00Z", "explanation_received_at": "2023-04-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30263043, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.11.Vaccinations timing" }, "timeline": { "sent": "2023-04-15 00:00:00", "closed": null, "received": "2023-04-13 16:33:00", "resolved": "2023-04-17 00:00:00", "escalated": null, "first_reminder": "2023-04-16 00:00:00" }, "imported_at": "2026-04-13T21:57:29.441233", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1165-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1165 } } }, { "model": "complaints.complaint", "pk": "043fa5ac-e7cb-4eed-98dc-d855cd3a45a0", "fields": { "created_at": "2025-10-23T13:00:00Z", "updated_at": "2026-04-13T19:03:03.159Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHALED ALANAZI", "expected_result": "", "reference_number": "CMP-2025-10-5137", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تم بدء العلاج مع الطفل دون حضور والدته", "description": "تم بدء العلاج مع الطفل دون حضور والدته", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-25T13:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-23T13:00:00Z", "explanation_received_at": "2025-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5137, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "0464d409-8adb-4e47-903c-a60f4a051e94", "fields": { "created_at": "2023-08-13T07:15:00Z", "updated_at": "2026-04-13T18:58:09.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1522", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "medical approval issue ", "description": "medical approval issue \n\n[Arabic]:\nتم التوجه لمقدم الخدمة لقسم التأمين ولايوجد تجاوب من قبلهم ، مقدم الخدمة طلب من المستفيد الدفع نقدا مبلغ (4الاف ريال) والمتعلق بعملية والمبرر أن شركة التأمين وافقت موافقه جزئية وبعد التخطاب مع شركة التأمين من مجلس الضمان الصحي أتضح ان العملية تم الموافقه عليها بشكل كامل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-12T21:00:00Z", "due_at": "2023-08-15T07:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-12T21:00:00Z", "explanation_received_at": "2023-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20337407, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-13 00:00:00", "closed": null, "received": "2023-08-13 10:15:00", "resolved": "2023-08-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.464528", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1522", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1522 } } }, { "model": "complaints.complaint", "pk": "0470c6be-26c4-467d-8420-6d650e4f3087", "fields": { "created_at": "2025-12-14T08:45:00Z", "updated_at": "2026-04-13T19:03:24.695Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5467", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am submitting this complaint regarding an employee who was consulted about a request to approve the dispensing of a medication that was not available in the hospital pharmacy and was referred to an external pharmacy to dispense the medication. The reason for the request was explained to him in full, and when we left the hospital we had to return because of the lack of some documents and the employee did not upload the required documents and papers, which necessitated consulting the doctor agai", "description": "I am submitting this complaint regarding an employee who was consulted about a request to approve the dispensing of a medication that was not available in the hospital pharmacy and was referred to an external pharmacy to dispense the medication. The reason for the request was explained to him in full, and when we left the hospital we had to return because of the lack of some documents and the employee did not upload the required documents and papers, which necessitated consulting the doctor again.\n\n[Arabic]:\nأتقدم بهذه الشكوى بخصوص موظف الموافقات بشأن طلب الموافقة على صرف دواءٍ لعدم توفره في صيدلية المستشفى و أُحيل إلى صيدلية خارجية لصرف الدواء، وشُرح له سبب الطلب شرحًا وافيًا وعندما غادرنا المستشفى اضطررنا للعودة بسبب نقص بعض الوثائق وان الموظف لم يرفع الوثائق والمستندات المطلوبة مما استدعى هذا الأمرالى استشارة الطبيبٍ مرة اخرى ،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-16T08:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-14T08:45:00Z", "explanation_received_at": "2025-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5467, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "04a5d05e-50f1-4594-9b43-aa801d4b7259", "fields": { "created_at": "2024-05-18T16:25:00Z", "updated_at": "2026-04-13T18:59:47.571Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Subhi Mahmood Subhi Nassar", "expected_result": "", "reference_number": "CMP-2024-05-2480", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited for more than 50 minutes, even though there were no patients in the clinic, and there was no explanation from either the doctor or the nurse.\n", "description": "I waited for more than 50 minutes, even though there were no patients in the clinic, and there was no explanation from either the doctor or the nurse.\n\n\n[Arabic]:\nانتظار اكثر من 50 دقيقة مع العلم انه لا يوجد ولا مراجع داخل العياده ولا يوجد اي توضيح من قبل الطبيب او الممرضه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-20T21:00:00Z", "due_at": "2024-05-20T16:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-20T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1088243843, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-05-21 00:00:00", "closed": null, "received": "2024-05-18 19:25:00", "resolved": "2024-06-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:47.566202", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2480", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2480 } } }, { "model": "complaints.complaint", "pk": "04ae70a4-db6d-49dc-a699-3cd519e4f23f", "fields": { "created_at": "2023-07-27T10:17:00Z", "updated_at": "2026-04-13T18:58:00.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1474", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Based on the approval, I went to the laboratory on 25/7/2023, but the tests were refused because the results were old and I had to see the doctor again.", "description": "Based on the approval, I went to the laboratory on 25/7/2023, but the tests were refused because the results were old and I had to see the doctor again.\n\n[Arabic]:\nبناء على الموافقة تم التوجه بتاريخ 25/7/2023 و لكن تم رفض اجراء التحاليل و ذلك سبب ان التحاليل قديمة ولابد من الدخول من جديد للطبيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-26T21:00:00Z", "due_at": "2023-07-29T10:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-26T21:00:00Z", "explanation_received_at": "2023-08-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-08-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168085, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-07-27 00:00:00", "closed": null, "received": "2023-07-27 13:17:00", "resolved": "2023-08-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.223210", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1474", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1474 } } }, { "model": "complaints.complaint", "pk": "04cc5795-e5e9-4d5c-8246-a08e9cfe7ad4", "fields": { "created_at": "2023-02-09T10:48:00Z", "updated_at": "2026-04-13T18:57:05.911Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0883", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A prescription was issued, and when I went to the pharmacy to fill it, I was informed that it would be filled in the morning.", "description": "A prescription was issued, and when I went to the pharmacy to fill it, I was informed that it would be filled in the morning.\n\n[Arabic]:\nتم صرف وصفة طبية وعند التوجيھ الى الصيدلية لصرفها تم افادتي بان سيتم صرفها في الفترة الصباحية .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-08T21:00:00Z", "due_at": "2023-02-11T10:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-08T21:00:00Z", "explanation_received_at": "2023-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1749141, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.1.Deficient Information" }, "timeline": { "sent": "2023-02-09 00:00:00", "closed": null, "received": "2023-02-09 13:48:00", "resolved": "2023-02-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.903924", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0883", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 883 } } }, { "model": "complaints.complaint", "pk": "04eca031-bb89-4010-9748-88de5bfdcde3", "fields": { "created_at": "2024-07-13T07:43:00Z", "updated_at": "2026-04-13T19:00:06.147Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. RAMI SHAATH", "expected_result": "", "reference_number": "CMP-2024-07-2678", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The service (epidural) was paid for in cash because the hospital stated it was covered by insurance. However, the claim was rejected by the insurance company. When a refund was requested from the hospital, 345 riyals were returned out of the total 1725 riyals.", "description": "The service (epidural) was paid for in cash because the hospital stated it was covered by insurance. However, the claim was rejected by the insurance company. When a refund was requested from the hospital, 345 riyals were returned out of the total 1725 riyals.\n\n[Arabic]:\n تم الدفع قيمة الخدمة كاش (إبرة الظهر) بسبب إفادة المستشفى بأنها مغطاة على التأمين . وعند رفع الطلب للتأمين تم الرفض . وعند طلب إعادة المبالغ المدفوعة من المستشفى تم إعادة 345 ريال من أصل 1725 ريال .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-12T21:00:00Z", "due_at": "2024-07-15T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-12T21:00:00Z", "explanation_received_at": "2024-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295981, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-07-13 00:00:00", "closed": null, "received": "2024-07-13 10:43:00", "resolved": "2024-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.143026", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2678", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2678 } } }, { "model": "complaints.complaint", "pk": "05063c02-416a-4dfe-8031-f47bc1ed03e2", "fields": { "created_at": "2022-11-21T16:14:00Z", "updated_at": "2026-04-13T18:56:32.727Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHOLOUD", "expected_result": "", "reference_number": "CMP-2022-11-0575", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 21, 2022, I was treated inappropriately by pharmacy employee Khulood, window number 2. She dispensed only one box of Solvadine, while the doctor had requested more. When I inquired about the doctor's prescription, she informed me that it was the pharmacy's policy to dispense only one box. She refused to give me the remaining box, and when I discussed the matter with her, she threw the box of medication on her desk, saying in an agitated and aggressive manner, \"Someone else should dea", "description": "On November 21, 2022, I was treated inappropriately by pharmacy employee Khulood, window number 2. She dispensed only one box of Solvadine, while the doctor had requested more. When I inquired about the doctor's prescription, she informed me that it was the pharmacy's policy to dispense only one box. She refused to give me the remaining box, and when I discussed the matter with her, she threw the box of medication on her desk, saying in an agitated and aggressive manner, \"Someone else should deal with this!\" I was then served and my medication was fully dispensed by another employee.\n\n[Arabic]:\nبتاريخ 21 نوفمبر2022م تم التعامل معي من قبل موظفه الصيدليه خلود شباك رقم 2 بطريقه غير لائقه حيث تم صرف علبه واحدة من\nسولفدين والدكتور طلب اكثر من علبه حين تم سوالها بان الطبيب صرف اكثر تم ابلاغي من قبلها بان هذه سياسية الصيدلية لايتم صرف الا علبة واحدة تم رفض اعطائي اياها من قبل الموظفه وحين تم مناقشه الموضوع معاها تم رمي علبه الدواء ع مكتبها قائله ( احد يجي يتعامل مع هذي ) بطريقه انفعاليه\nوهجوميه ، حيث تم خدمتي وصرف ادوتي بشكل كامل من قبل موظف اخر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-20T21:00:00Z", "due_at": "2022-11-23T16:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-20T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1372858, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-21 00:00:00", "closed": null, "received": "2022-11-21 19:14:00", "resolved": "2022-11-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.719191", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0575", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 575 } } }, { "model": "complaints.complaint", "pk": "0511fdc7-c70c-4eec-9c96-af44ab8fc852", "fields": { "created_at": "2025-12-06T12:50:00Z", "updated_at": "2026-04-13T19:03:23.893Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5413", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nursing staff caused a delay in providing treatment, There was a delay from the nursing staff despite my going out and calling them multiple times, which resulted in a delay in receiving the required treatment,", "description": "The nursing staff caused a delay in providing treatment, There was a delay from the nursing staff despite my going out and calling them multiple times, which resulted in a delay in receiving the required treatment,\n\n[Arabic]:\nتسبب طاقم التمريض في تأخير تقديم العلاج، وكان هناك تأخير من طاقم التمريض رغم خروجي واتصالي بهم عدة مرات مما أدى إلى تأخير تلقي العلاج المطلوب،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-08T12:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-06T12:50:00Z", "explanation_received_at": "2025-12-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5413, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "053770f2-0f2f-4d35-910b-7f260947c41a", "fields": { "created_at": "2023-11-14T15:41:00Z", "updated_at": "2026-04-13T18:58:43.494Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1850", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We will not receive medical reports from October 27th to November 7th.", "description": "We will not receive medical reports from October 27th to November 7th.\n\n[Arabic]:\nلايتم تسليمنا تقارير الطبيه من تاريخ 27 اكتوبر - 7 نوفمبر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-16T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30297481, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-14 18:41:00", "resolved": "2023-11-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.488219", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1850", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1850 } } }, { "model": "complaints.complaint", "pk": "055d76fb-3f81-460b-9bb4-9d17e4ff51b5", "fields": { "created_at": "2023-04-04T21:50:00Z", "updated_at": "2026-04-13T18:57:27.841Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1128", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication SINEMET 25/250 is not available at the pharmacy, and I have visited several external pharmacies without finding the medication. The patient's condition requires taking the medication urgently.", "description": "The medication SINEMET 25/250 is not available at the pharmacy, and I have visited several external pharmacies without finding the medication. The patient's condition requires taking the medication urgently.\n\n[Arabic]:\nعدم توفر دواء SINEMET 25/250 في الصيدليه وتم التوجهه الى اكثر من صيدلية خارجية ولم يجد الدواء حيث ان حالة المريض تستدعي اخذ الدواء بشكل عاجل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-04T21:00:00Z", "due_at": "2023-04-06T21:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-04T21:00:00Z", "second_reminder_sent_at": "2023-04-07T21:00:00Z", "escalated_at": "2023-04-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-04-04T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-05-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1769640, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-04-05 00:00:00", "closed": null, "received": "2023-04-05 00:50:00", "resolved": "2023-05-06 00:00:00", "escalated": "2023-04-10 00:00:00", "first_reminder": "2023-04-05 00:00:00" }, "imported_at": "2026-04-13T21:57:27.838655", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1128", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1128 } } }, { "model": "complaints.complaint", "pk": "05879427-b7e9-43af-ac12-460fb513bec3", "fields": { "created_at": "2023-12-23T09:24:00Z", "updated_at": "2026-04-13T18:58:55.965Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ABUGANAYA ", "expected_result": "", "reference_number": "CMP-2023-12-1987", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked for my son with Dr. Mohamed Samir Rahal, ENT specialist, at the request of the pediatrician he had previously seen. However, I received a call and text message from the hospital on Thursday, December 21st, informing me that the appointment with Dr. Samir Rahal had been canceled. Upon contacting them, it was discovered that the doctor had surgeries scheduled. Consequently, a new appointment was booked with the doctor available at the same time as the previous appointment", "description": "An appointment was booked for my son with Dr. Mohamed Samir Rahal, ENT specialist, at the request of the pediatrician he had previously seen. However, I received a call and text message from the hospital on Thursday, December 21st, informing me that the appointment with Dr. Samir Rahal had been canceled. Upon contacting them, it was discovered that the doctor had surgeries scheduled. Consequently, a new appointment was booked with the doctor available at the same time as the previous appointment, Dr. Mahmoud Abu Qanaba. I arrived at the appointment on time, but the wait at the clinic was very long. He saw approximately four or five patients while we were still waiting. (Note that we had an appointment with the pediatrician afterward.) We waited until 11:20 AM when a disabled patient was seen by Dr. Mahmoud Abu Qanaba. I spoke with the doctor's nurse and informed her that we had an appointment and that we had been waiting for over 45 minutes. Her response was that the doctor chooses who sees him. I remained patient and silent until the disabled patient was seen. He then saw two more patients. I contacted the nurse again, and she told me to speak to the doctor directly. I knocked on the door as the other patient entered and told him that I had arrived on time and had been very patient, and that I had other appointments with other doctors, so it wasn't reasonable to wait this long. His exact response was: \"Go see the doctors you have appointments with and finish them, then come back to me!\" I replied that I would cancel the appointment and file a complaint for not respecting appointments. I left, received a refund for the appointment, and filed a complaint for mistreatment.\n\n[Arabic]:\nتم حجز موعد لأبني مع دكتور محمد سمير رحال أنف وأذن وحنجرة وذلك بناء على طلب طبيب الاطفال\nالذي تم مراجعة أبني له سابقا لكن وردني اتصال من المستشفى ورسالة نصية يوم الخميس ٢١ ديسمبر تفيد بإلغاء الموعد مع الدكتور سمير رحال وبالتواصل معهم اتضح بأن الدكتور لديه عمليات وبناء عليه تم حجز موعد أخر جديد مع الدكتور المتوفر بنفس الوقت للموعد\nالسابق وهو الدكتور / محمود ابو قنابا ، حيث تم حضور الموعد وحسب الوقت المحدد إلا أنه طال الانتظار عند\nالعيادة واستقبل ما يقارب ٤ أو ٥ مراجعين لعيادته ونحن مازلنا بالانتظار ، ( مع الأخذ بالعلم\nباننا مرتبطين بموعد دكتور الاطفال بعده وتم الانتظار حتى الساعة ١١.٢٠ ص عندها تم استقبال مريض مقعد \n وادخاله للدكتور محمود ابو قنايا و تكلمت مع ممرضة الدكتور واخبرتها بأن لدينا موعد وقد تجاوز الوقت لأكثر من ٤٥ دقيقة أو أكثر ونحن بالانتظار فكان ردها بأن الطبيب هو من يختار من يدخل عليه فصبرت والتزمت الصمت حتى تم خروج المريض المقعد واستقبل بعده مريضين اخرين وعاودت التواصل مع الممرضة فقالت لي تحدث مع الطبيب مباشرة ، فطرقت الباب مع دخول المريض الاخر وقلت له اني\nحضرت بالوقت المحدد وصبرت كثيرا و بأن لدي مواعيد اخرى مع اطباء اخرين فليس من\nالمعقول الانتظار كل هذا الوقت، فكان رده لي حرفيا ما يليه : ( روح شوف الاطباء اللي انتا مرتبط معاهم وخلص\nوارجعلي! ) فرددت بلا واني ساقوم بإلغاء الكشف وتقديم شكوى لعدم احترام المواعيد ، وخرجت وتم استرجاع قيمة الكشف وتقديم الشكوى لسوء المعامله.\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-25T09:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-24T21:00:00Z", "second_reminder_sent_at": "2023-12-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-26T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1745280, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-23 12:24:00", "resolved": "2023-12-27 00:00:00", "escalated": null, "first_reminder": "2023-12-25 00:00:00" }, "imported_at": "2026-04-13T21:58:55.959274", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1987", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1987 } } }, { "model": "complaints.complaint", "pk": "05b74211-edc6-487e-a6e2-069af5db7697", "fields": { "created_at": "2023-07-19T06:28:00Z", "updated_at": "2026-04-13T18:57:59.746Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. SAMI ESSAM SAEED MOHAMMED", "expected_result": "", "reference_number": "CMP-2023-07-1447", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor diagnosed me and refused to give me a two-day leave, knowing that my health condition does not allow me to walk. I informed the on-duty manager that I had previously taken a two-day leave for the same condition from the emergency room, as I have had this condition for years, and they can refer back to the system and verify it. However, the doctor's response was, \"If it were a fracture, I wouldn't have given you two days.\" This is an unacceptable approach, especially since the doctor d", "description": "The doctor diagnosed me and refused to give me a two-day leave, knowing that my health condition does not allow me to walk. I informed the on-duty manager that I had previously taken a two-day leave for the same condition from the emergency room, as I have had this condition for years, and they can refer back to the system and verify it. However, the doctor's response was, \"If it were a fracture, I wouldn't have given you two days.\" This is an unacceptable approach, especially since the doctor did not perform any tests or examinations to confirm my health condition.\n\n[Arabic]:\nتم التشخيص من قبل الطبيب ورفض إعطائي إجازة بمدة يومين مع العلم أن حالتي الصحيه لا تسمح لي بالمشي وابلغت المدير المناوب أنه سبق وأن اخذت إجازة لنفس الحاله لمدة يومين من الطوارى حيث ان الحاله الصحيه التي امر فيها لدي من سنوات وبإمكانهم الرجوع للنظام والتأكد ولكن كانت اجابة من قبل الطبيب أنه ( لو كان كسر ما عطيتك يومين ) أسلوب مرفوض مع العلم أن الدكتور لم يقم بعمل أي تحاليل أو فحوصات لتاكد من حالتي الصحيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-24T21:00:00Z", "due_at": "2023-07-21T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-24T21:00:00Z", "explanation_received_at": "2023-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1723015, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-07-25 00:00:00", "closed": null, "received": "2023-07-19 09:28:00", "resolved": "2023-07-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.738577", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1447", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1447 } } }, { "model": "complaints.complaint", "pk": "05c08631-e504-4515-b4a5-595a8016c983", "fields": { "created_at": "2025-08-18T11:46:00Z", "updated_at": "2026-04-13T19:02:35.777Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-08-4628", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A system malfunction prevented him from accessing the appointment.", "description": "A system malfunction prevented him from accessing the appointment.\n\n[Arabic]:\nعطل في النظام مما ادى الى عدم دخوله الى الموعد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-20T11:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-18T11:46:00Z", "explanation_received_at": "2025-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4628, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "05d15eef-026a-4420-8919-36a7a173294e", "fields": { "created_at": "2025-10-04T17:11:00Z", "updated_at": "2026-04-13T19:02:59.767Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULLAH ALSHAMRANI", "expected_result": "", "reference_number": "CMP-2025-10-5005", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's mother reported that when she asked the doctor to explain the medication again, the doctor refused to do so in an unprofessional manner.\"", "description": "\"The child's mother reported that when she asked the doctor to explain the medication again, the doctor refused to do so in an unprofessional manner.\"\n\n[Arabic]:\nتفيد والدة الطفل بانه حين سالت الطبيب عن شرح الدواء مره اخرى رفض الطبيب الشرح بأسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 191, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-06T17:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-04T17:11:00Z", "explanation_received_at": "2025-10-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5005, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "05e21502-1872-4aa5-8a13-174b20073ffd", "fields": { "created_at": "2022-09-28T06:45:00Z", "updated_at": "2026-04-13T18:56:09.213Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MAJIDA MALAK KESILIA", "expected_result": "", "reference_number": "CMP-2022-09-0267", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "There was a clear delay in my arrival for the delivery. When I finally arrived, I was referred for a cesarean section, and the decision was made shortly afterward without any clear reason, as I had been told beforehand that my condition was good and that I would have a natural birth. After the delivery, I waited for an extremely long time, approximately four hours. When the doctor finally arrived, she informed me of bleeding, but the reasons were not explained. There was also negligence and no f", "description": "There was a clear delay in my arrival for the delivery. When I finally arrived, I was referred for a cesarean section, and the decision was made shortly afterward without any clear reason, as I had been told beforehand that my condition was good and that I would have a natural birth. After the delivery, I waited for an extremely long time, approximately four hours. When the doctor finally arrived, she informed me of bleeding, but the reasons were not explained. There was also negligence and no follow-up care for the patient before and after delivery.\n\n[Arabic]:\nيوجد تأخير واضح عن حضور عملية الولادة وعند حضورها تم تحويلي واتخاذ قرار الولاده القيصري في مده قصيره ولا يوجد سبب واضح حيث انه تم اخباري مسبقا ان حالتي جيده وسوف تتم الولاده طبيعيه . وبعد عملية الولاده تم الانتظار لمده طويله جدا مايقارب الاربع ساعات وعند حضور الدكتوره تم اخباري بوجود نزيف ولم يتم توضيح الاسباب ايضا هناك اهمال ولا يوجد متابعه للمريضه قبل وبعد الولاده. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-27T21:00:00Z", "due_at": "2022-09-30T06:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-27T21:00:00Z", "explanation_received_at": "2022-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1755324, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-28 00:00:00", "closed": null, "received": "2022-09-28 09:45:00", "resolved": "2022-10-06 00:00:00", "escalated": null, "first_reminder": "2022-09-29 00:00:00" }, "imported_at": "2026-04-13T21:56:09.209024", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0267", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 267 } } }, { "model": "complaints.complaint", "pk": "05ed523b-a3e8-4498-82e1-558a77d2d201", "fields": { "created_at": "2023-10-15T11:28:00Z", "updated_at": "2026-04-13T18:58:30.864Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1720", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The vaccinations were not uploaded to the system.", "description": "The vaccinations were not uploaded to the system.\n\n[Arabic]:\nلم يتم رفع التطيعمات بالنظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-14T21:00:00Z", "due_at": "2023-10-17T11:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-14T21:00:00Z", "explanation_received_at": "2023-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30282061, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "Medication &\nVaccination", "classification": "Vaccinations timing" }, "timeline": { "sent": "2023-10-15 00:00:00", "closed": null, "received": "2023-10-15 14:28:00", "resolved": "2023-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.854809", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1720", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1720 } } }, { "model": "complaints.complaint", "pk": "0629b8b7-3d54-42c8-b868-5856828fdd1e", "fields": { "created_at": "2025-06-15T10:22:00Z", "updated_at": "2026-04-13T19:02:10.827Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-06-4305", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“No insurance request was submitted to provide the service.”", "description": "“No insurance request was submitted to provide the service.”\n\n[Arabic]:\nعدم رفع طلب للتامين لتقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-17T10:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-15T10:22:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4305, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "062b0ea8-427b-4a8d-9490-d45b0caf7bb3", "fields": { "created_at": "2023-10-24T16:26:00Z", "updated_at": "2026-04-13T18:58:32.244Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1752", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification has not yet been entered.", "description": "The birth notification has not yet been entered.\n\n[Arabic]:\n لم يتم ادخال تبيلغ الولاده الى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-23T21:00:00Z", "due_at": "2023-10-26T16:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-23T21:00:00Z", "explanation_received_at": "2023-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-23T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255228, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-24 00:00:00", "closed": null, "received": "2023-10-24 19:26:00", "resolved": "2023-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.241570", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1752", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1752 } } }, { "model": "complaints.complaint", "pk": "063d29ae-f721-419a-b3a4-aff8fbc1b2c7", "fields": { "created_at": "2022-11-19T17:24:00Z", "updated_at": "2026-04-13T18:56:32.407Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0567", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 18, 2022, my wife took my son to the emergency room. He had burns on his thighs. The triage officer was asked to accompany her to a room, and the child was left without any first aid. No nurse came to me. We pressed the call bell, but no one came. My wife called from the door of the room, but no one answered. My child's case was not attended to by any doctor in the emergency department. I went to the on-duty manager, but he did not respond to me. My wife went to the counter, pleading", "description": "On November 18, 2022, my wife took my son to the emergency room. He had burns on his thighs. The triage officer was asked to accompany her to a room, and the child was left without any first aid. No nurse came to me. We pressed the call bell, but no one came. My wife called from the door of the room, but no one answered. My child's case was not attended to by any doctor in the emergency department. I went to the on-duty manager, but he did not respond to me. My wife went to the counter, pleading with someone to help the child. He was crying continuously without stopping, and the wounds were exposed, but they did not take him. I spoke to the on-duty manager again, but I was treated inappropriately and expelled from the office. I left for another hospital, and the consultation fee was not refunded to me.\n\n[Arabic]:\nبتاريخ 18نوفمبر 2022م دخلت زوجتي بابني للطوارئ يعاني من حروق في الفخذين تم طلب موظف الفرز بمرافقتها لوضع الطفل بغرفه وترك الطفل بدون اي اسعاف ولم يحضر لي اي ممرض ضغطنا جرس المناداه لم يحضر احد ثلاث مرات نادت زوجتي من عند باب الغرفه لا احد يجيب ولم يتم مباشرة حالة طفلي من قبل اي طبيب في في قسم الطوارئ ذهبت انا للمدير المناوب ولم يستجيب لي ذهبت زوجتي الى الكونتر تناشد احد ان يسعف الطفل يبكي بكاء مستمر دون سكوت والجروح مكشوفه ولم ياخذه تم التحدث الى المدير المناوب مرة اخرى ولكن تم التعامل معي بطريقة غير لائقه وتم طردي من المكتب حيث تم مغادرتي الى مستشفى اخر بالاضافة لم يتم اعادة مبلغ الكشفية لي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-19T21:00:00Z", "due_at": "2022-11-21T17:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-19T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235908, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2022-11-20 00:00:00", "closed": null, "received": "2022-11-19 20:24:00", "resolved": "2022-11-27 00:00:00", "escalated": null, "first_reminder": "2022-11-23 00:00:00" }, "imported_at": "2026-04-13T21:56:32.398786", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0567", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 567 } } }, { "model": "complaints.complaint", "pk": "065302cd-d81e-46cc-8a50-d2d8e88cd2d0", "fields": { "created_at": "2025-06-08T12:24:00Z", "updated_at": "2026-04-13T19:02:09.844Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " تمريض تنويم الاطفال", "expected_result": "", "reference_number": "CMP-2025-06-4268", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The baby girl was born with jaundice. Upon discharge, I was not informed of her condition so that I\ncould monitor her properly. Her condition worsened, and we had to rush to the hospital immediately.\n2. The adhesive patches for the phototherapy device were of poor quality and did not stick properly\nto the baby’s eyes. The nursing staff was informed multiple times to either secure the patch or\nprovide a replacement, but there was no effective response or action taken. 3. There was a delay in\nthe ", "description": "The baby girl was born with jaundice. Upon discharge, I was not informed of her condition so that I\ncould monitor her properly. Her condition worsened, and we had to rush to the hospital immediately.\n2. The adhesive patches for the phototherapy device were of poor quality and did not stick properly\nto the baby’s eyes. The nursing staff was informed multiple times to either secure the patch or\nprovide a replacement, but there was no effective response or action taken. 3. There was a delay in\nthe nursing staff’s response to any requests. For example, the mother requested formula milk for the\nbaby, as advised by the attending doctor, to prevent her condition from deteriorating. The nursing\n.team was informed around 11:00 AM, but the milk was only provided around 2:00 PM\n\n[Arabic]:\nوُلدت الطفلة مصابة باليرقان. عند خروجها من المستشفى، لم أُبلغ بحالتها لأتمكن من مراقبتها بشكل صحيح. ساءت حالتها، واضطررنا إلى التوجه إلى المستشفى على الفور. ٢. كانت اللاصقات اللاصقة لجهاز العلاج الضوئي رديئة الجودة ولم تلتصق جيدًا بعيني الطفلة. أُبلغ فريق التمريض عدة مرات لتثبيت اللاصقة أو توفير بديل لها، ولكن لم يُتخذ أي إجراء أو استجابة فعالة. ٣. تأخر فريق التمريض في الاستجابة لأي طلبات. على سبيل المثال، طلبت الأم حليبًا صناعيًا للطفلة، بناءً على نصيحة الطبيب المعالج، لمنع تدهور حالتها. أُبلغ فريق التمريض حوالي الساعة ١١:٠٠ صباحًا، ولكن لم يُقدم الحليب إلا حوالي الساعة ٢:٠٠ ظهرًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-10T12:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-08T12:24:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4268, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "0663cc27-e71f-4d6c-9244-4c21a2a7c390", "fields": { "created_at": "2025-09-12T21:02:00Z", "updated_at": "2026-04-13T19:02:48.240Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4835-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's mother stated that she was given ibuprofen, even though the child has only one kidney.\"", "description": "\"The child's mother stated that she was given ibuprofen, even though the child has only one kidney.\"\n\n[Arabic]:\nتفيد والدة الطفله انه تم اعطائها دواء بروفين وهي طفله بكليه واحده فقط ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-14T21:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-12T21:02:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4835, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "068ae8f4-5bdd-4b54-8348-730a2cd12d21", "fields": { "created_at": "2023-09-13T09:15:00Z", "updated_at": "2026-04-13T18:58:19.828Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MOHAMMED ALATTAS", "expected_result": "", "reference_number": "CMP-2023-09-1608", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal to provide medical reports", "description": "Refusal to provide medical reports\n\n[Arabic]:\n رفض اعطاء تقارير طبيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-15T09:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": "2023-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30080193, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": " ", "received": "2023-09-13 12:15:00", "resolved": "2023-09-13 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.819163", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1608", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1608 } } }, { "model": "complaints.complaint", "pk": "069bbdfa-137f-4534-abc9-c1930aa538f5", "fields": { "created_at": "2024-02-27T14:19:00Z", "updated_at": "2026-04-13T18:59:19.515Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED HASHIM AL ATHAS ", "expected_result": "", "reference_number": "CMP-2024-02-2238", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "bb871450-204f-48ab-9f9a-88b471ac2a87", "title": "During my entire visit to the clinic, I was talking to the doctor while he was looking at his phone and ignoring me. He answered my questions listlessly and did not diagnose me properly. As a patient, I have the right to his full attention during my visit, and I consider this a form of insult and mockery of me personally.", "description": "During my entire visit to the clinic, I was talking to the doctor while he was looking at his phone and ignoring me. He answered my questions listlessly and did not diagnose me properly. As a patient, I have the right to his full attention during my visit, and I consider this a form of insult and mockery of me personally.\n\n[Arabic]:\nطول وقت الزياره في العياده اكلم الدكتور وهو يناظر جواله ومتجاهلني وقاعد يرد على استفساراتي من غير نفس ولم يقم بتشخيصي بالشكل الصحيح ووقت الزياره من حقي كمريض ان يعيرني كامل اهتمامه حيث اعتبر ذلك نوع من انواع الاهانه والاستهزاء بي شخصيا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-26T21:00:00Z", "due_at": "2024-02-29T14:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-26T21:00:00Z", "explanation_received_at": "2024-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-26T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30210437, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.3.Skills and \nConduct", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-02-27 00:00:00", "closed": null, "received": "2024-02-27 17:19:00", "resolved": "2024-02-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.511891", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2238", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 2238 } } }, { "model": "complaints.complaint", "pk": "069c758d-c414-4527-af64-6ec02916ffe7", "fields": { "created_at": "2023-09-19T14:56:00Z", "updated_at": "2026-04-13T18:58:20.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1638", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I attended my delivery appointment, and in the delivery room, the doctor tried 7 times to give me an epidural without success. After another doctor came, he succeeded on the first attempt.", "description": " I attended my delivery appointment, and in the delivery room, the doctor tried 7 times to give me an epidural without success. After another doctor came, he succeeded on the first attempt.\n\n[Arabic]:\n تم حضوري لموعد الولادة وفي غرفة الولادة تمت المحاولة 7 مرات لاعطائي ابرة الظهر من قبل الدكتوره دون فائدة وبعد حضور دكتور اخر من اول محاوله نجح. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-19T21:00:00Z", "due_at": "2023-09-21T14:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-19T21:00:00Z", "explanation_received_at": "2023-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30147651, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-09-20 00:00:00", "closed": " ", "received": "2023-09-19 17:56:00", "resolved": "2023-09-30 00:00:00", "escalated": " ", "first_reminder": " 2023/09/21" }, "imported_at": "2026-04-13T21:58:20.564202", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1638", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 1638 } } }, { "model": "complaints.complaint", "pk": "06a17af1-cb1c-4a57-9b9c-7b3765be0a6e", "fields": { "created_at": "2023-12-20T09:42:00Z", "updated_at": "2026-04-13T18:58:55.307Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1972", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A financial claim for the return of 2979 Saudi Riyals, as the patient has not yet been provided with the amount.", "description": "A financial claim for the return of 2979 Saudi Riyals, as the patient has not yet been provided with the amount.\n\n[Arabic]:\nمطالبة مالية باسترجاع 2979 ريال سعودي حيث لم يتم تزويد المريضة بالمبلغ حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T09:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2023-12-25T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30165259, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": "2023-12-26 00:00:00", "received": "2023-12-20 12:42:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.299561", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1972", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1972 } } }, { "model": "complaints.complaint", "pk": "06c4c3cf-045b-44f3-9650-7300d62bf478", "fields": { "created_at": "2023-10-26T09:27:00Z", "updated_at": "2026-04-13T18:58:32.502Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1761", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification was not submitted.", "description": "The birth notification was not submitted.\n\n[Arabic]:\nتاخير رفع تبليغ الولادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-25T21:00:00Z", "due_at": "2023-10-28T09:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-25T21:00:00Z", "explanation_received_at": "2023-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30271130, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-26 00:00:00", "closed": null, "received": "2023-10-26 12:27:00", "resolved": "2023-10-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.498033", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1761", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1761 } } }, { "model": "complaints.complaint", "pk": "06dec0a9-d9bb-434d-960a-ed928637b0b2", "fields": { "created_at": "2022-10-20T16:15:00Z", "updated_at": "2026-04-13T18:56:20.410Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0410", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dr. Azza Bashirs nurse was dealing with my husband in an unprofessional manner. The nurse raised her voice and said, If you dont want to wait, go to another doctor. . The nurse was not cooperative with patients . ", "description": "Dr. Azza Bashirs nurse was dealing with my husband in an unprofessional manner. The nurse raised her voice and said, If you dont want to wait, go to another doctor. . The nurse was not cooperative with patients . \n\n[Arabic]:\nتعاملت ممرضة الدكتورة عزة بشير مع زوجي بطريقة غير مهنية. رفعت الممرضة صوتها وقالت: \"إذا كنت لا تريد الانتظار، فاذهب إلى طبيب آخر\". لم تكن الممرضة متعاونة مع المرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-19T21:00:00Z", "due_at": "2022-10-22T16:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-21T21:00:00Z", "second_reminder_sent_at": "2022-10-26T21:00:00Z", "escalated_at": "2022-10-31T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30017415, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-20 00:00:00", "closed": "2023-02-05 00:00:00", "received": "2022-10-20 19:15:00", "resolved": null, "escalated": "2022-11-01 00:00:00", "first_reminder": "2022-10-22 00:00:00" }, "imported_at": "2026-04-13T21:56:20.402686", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0410", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 410 } } }, { "model": "complaints.complaint", "pk": "06e28621-fca6-46f2-a075-d5c7a1e63e0f", "fields": { "created_at": "2024-01-06T15:48:00Z", "updated_at": "2026-04-13T18:59:05.920Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2047", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Respecting the patient and not asking them to open the urine collection container for analysis, but simply placing the sample in its designated place, is essential. Furthermore, instructing staff to treat patients with respect and not ask them to open the sample to verify their name is crucial, especially for the elderly.\n\nI am currently demanding a formal apology from the laboratory administration for their poor treatment of patients and an improvement in patient care.", "description": "Respecting the patient and not asking them to open the urine collection container for analysis, but simply placing the sample in its designated place, is essential. Furthermore, instructing staff to treat patients with respect and not ask them to open the sample to verify their name is crucial, especially for the elderly.\n\nI am currently demanding a formal apology from the laboratory administration for their poor treatment of patients and an improvement in patient care.\n\n[Arabic]:\n احترام المريض و عدم الطلب منه فتح علبة البول المطلوب للتحليل و الاكتفاء بوضع العينة ف مكانها\nالمخصص و إعطاء تعليمات للمتخصصين بتقدير و احترام المراجع و عدم الطلب منه فتح العينة للتأكد من اسم\nالشخص حيث لا بد من اظهار الاحترام لكبار السن.\nحاليا اطالب برد اعتبار معنوي من ادارة المختبر ع سوء التعامل لديهم و تحسين التعامل مع المرضى في المختبر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-08T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": "2024-01-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2024-01-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30237906, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": "2024-01-09 00:00:00", "received": "2024-01-06 18:48:00", "resolved": null, "escalated": null, "first_reminder": "2024-01-08 00:00:00" }, "imported_at": "2026-04-13T21:59:05.911168", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2047", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2047 } } }, { "model": "complaints.complaint", "pk": "06f26e36-a017-42c0-9844-3269dcaa0a70", "fields": { "created_at": "2025-04-22T06:20:00Z", "updated_at": "2026-04-13T19:01:48.317Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-04-4060", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to giving milk by the pharmacy", "description": "Failure to giving milk by the pharmacy\n\n[Arabic]:\nعدم صرف الحليب من قبل الصيدلية", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-24T06:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-22T06:20:00Z", "explanation_received_at": "2025-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4060, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "06f3cda6-638e-4423-a8b2-2ec815d6c1b7", "fields": { "created_at": "2022-10-08T11:39:00Z", "updated_at": "2026-04-13T18:56:17.556Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0337-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 3 OCT 2022 the nurses didn’t responded to the patient when she called them and they are not cooperative. When the patient was delivered the baby start to come out then the nurse came to the patient and close her legs and push the baby inside her and the nurse screamed to call the Dr. “emergency situation”. Also, the ENTONOX was not work and they are change it twice. ", "description": "On 3 OCT 2022 the nurses didn’t responded to the patient when she called them and they are not cooperative. When the patient was delivered the baby start to come out then the nurse came to the patient and close her legs and push the baby inside her and the nurse screamed to call the Dr. “emergency situation”. Also, the ENTONOX was not work and they are change it twice. \n\n[Arabic]:\nفي 3 أكتوبر 2022، لم تستجب الممرضات لنداء المريضة، ولم يتعاونّ معها. عند ولادة المريضة، بدأ الطفل بالخروج، فجاءت الممرضة إليها، وأغلقت ساقيها، ودفعت الطفل إلى داخلها، ثم صرخت الممرضة مطالبةً باستدعاء الطبيب قائلةً: \"إنها حالة طارئة\". كما أن جهاز التخدير (إنتونوكس) لم يكن فعالاً، وتم استبداله مرتين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-07T21:00:00Z", "due_at": "2022-10-10T11:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-07T21:00:00Z", "explanation_received_at": "2022-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30046786, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-08 00:00:00", "closed": null, "received": "2022-10-08 14:39:00", "resolved": "2022-10-09 00:00:00", "escalated": null, "first_reminder": "2022-10-10 00:00:00" }, "imported_at": "2026-04-13T21:56:17.548315", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0337-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم عمليات الولادة", "main": "التمريض" }, "original_complaint_num": 337 } } }, { "model": "complaints.complaint", "pk": "06f96c03-014f-484c-84f7-dc33a66cd9a4", "fields": { "created_at": "2024-05-05T15:45:00Z", "updated_at": "2026-04-13T18:59:46.639Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marwa Zaki", "expected_result": "", "reference_number": "CMP-2024-05-2426", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "The doctor did not provide clear information about the ultrasound results despite my questions. She laughed and said, \"It's just a simple or large case of cysts.\" She refused to continue following my case, claiming that it is a condition that affects most women and that I should learn to live with it. Meanwhile, I am suffering from exhausting psychological and physical symptoms, and she did not offer any solutions to alleviate my symptoms or any advice to help with it.\n\nI was hoping she would re", "description": "The doctor did not provide clear information about the ultrasound results despite my questions. She laughed and said, \"It's just a simple or large case of cysts.\" She refused to continue following my case, claiming that it is a condition that affects most women and that I should learn to live with it. Meanwhile, I am suffering from exhausting psychological and physical symptoms, and she did not offer any solutions to alleviate my symptoms or any advice to help with it.\n\nI was hoping she would reassure me, but instead, I left her office feeling worse psychologically. When I requested a follow-up appointment with her, she declined, saying, \"Don't visit me again until you get married and want to conceive.\"\n\nI just wanted to file a complaint to prevent this from happening to another patient. As for me, I will be consulting another doctor at a different hospital.\n\n[Arabic]:\nالدكتورة لم تعطي معلومات واضحة عن نتيجة السونار رغم سؤالي عنه وقالت بضحك ( التكيس تكيس مافيه\nبسيط ولا كبير ) ورفضت متابعة حالتي بحجة انه مرض يصيب أغلب النساء ويجب التعايش معه رغم اني اعاني من\nاعراض نفسية وجسدية متعبة ولم تقدم اي حلول للحد من اعراض المرض او اي نصائح لتخفيف ذلك علما اني كنت انتظر منها ان تطمني بل بالعكس خرجت من عيادتها وانا بحاله نفسيه اسوء حيث اني طلبت موعد للمراجعة معها \nورفضت قائلة ( لا تقومي بزيارتي الا عندما تتزوجي وتريدين الحمل ) اردت فقط تقديم شكوى لاغير ، لعدم تكرر ذلك لمريضه اخر اما انا سوف اراجع مع طبيب اخر في مستشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-04T21:00:00Z", "due_at": "2024-05-07T15:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-05T21:00:00Z", "second_reminder_sent_at": "2024-05-05T21:00:00Z", "escalated_at": "2024-05-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-05-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30274058, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-05-05 00:00:00", "closed": null, "received": "2024-05-05 18:45:00", "resolved": null, "escalated": "2024-05-08 00:00:00", "first_reminder": "2024-05-06 00:00:00" }, "imported_at": "2026-04-13T21:59:46.634249", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2426", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2426 } } }, { "model": "complaints.complaint", "pk": "06fb8cc6-a2de-411c-9baa-2d2d2b34b633", "fields": { "created_at": "2025-09-17T13:46:00Z", "updated_at": "2026-04-13T19:02:49.255Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90864-Dr BASSHAH MOHAMMAD ALMUSTANIR", "expected_result": "", "reference_number": "CMP-2025-09-4886", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's daughter reports that the necessary treatment has not been provided to her mother, and there is a shortcoming in the service.\"", "description": "\"The patient's daughter reports that the necessary treatment has not been provided to her mother, and there is a shortcoming in the service.\"\n\n[Arabic]:\nتفيد ابنة المريضه بانه لم يتم تقديم العلاج اللازم لوالدتها ويوجد تقصير في الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-19T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-17T13:46:00Z", "explanation_received_at": "2025-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4886, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "070f76fc-0336-4f91-9fe5-67a16b80d1a2", "fields": { "created_at": "2023-12-05T11:08:00Z", "updated_at": "2026-04-13T18:58:53.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1926", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccination is not in the system", "description": "the vaccination is not in the system\n\n[Arabic]:\nلم يتم إدخال اللقاح في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-04T21:00:00Z", "due_at": "2023-12-07T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-04T21:00:00Z", "explanation_received_at": "2023-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30298088, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-12-05 00:00:00", "closed": null, "received": "2023-12-05 14:08:00", "resolved": "2023-12-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.787700", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1926", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1926 } } }, { "model": "complaints.complaint", "pk": "07170070-841d-400f-88d5-8afc87e5b6d0", "fields": { "created_at": "2023-03-07T14:57:00Z", "updated_at": "2026-04-13T18:57:16.541Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0972", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 2, 2023, in room 3134, the nurse was unhelpful, and the other nurses did not respond when I called them. When my mother went out to ask for help, the nurse was rude and told her to go back into the room.", "description": "On March 2, 2023, in room 3134, the nurse was unhelpful, and the other nurses did not respond when I called them. When my mother went out to ask for help, the nurse was rude and told her to go back into the room.\n\n[Arabic]:\nفي 2 مارس 2023، في الغرفة 3134، كانت الممرضة غير متعاونة، ولم تستجب الممرضات عندما اتصلت بهن. وعندما خرجت والدتي لطلب المساعدة، كانت الممرضة فظة وطلبت منها العودة إلى الغرفة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-06T21:00:00Z", "due_at": "2023-03-09T14:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1752546, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-07 00:00:00", "closed": null, "received": "2023-03-07 17:57:00", "resolved": "2023-03-09 00:00:00", "escalated": null, "first_reminder": "2023-03-09 00:00:00" }, "imported_at": "2026-04-13T21:57:16.534788", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0972", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 972 } } }, { "model": "complaints.complaint", "pk": "071f32ee-9423-4625-a13b-e41a99741d5d", "fields": { "created_at": "2023-12-21T17:07:00Z", "updated_at": "2026-04-13T18:58:55.756Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "10524-MOHAMMED MAHMOUD ABDELWAHED ", "expected_result": "", "reference_number": "CMP-2023-12-1982", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor refused to prescribe TIRZEPATIDE (MOUNJARO) 15MG INJ PFP without providing any reasons.", "description": "The doctor refused to prescribe TIRZEPATIDE (MOUNJARO) 15MG INJ PFP without providing any reasons.\n\n[Arabic]:\nتم رفض صرف TIRZEPATIDE (MOUNJARO) 15MG INJ PFP من قبل الطبيب بدون توضيح الاسباب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-20T21:00:00Z", "due_at": "2023-12-23T17:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-20T21:00:00Z", "explanation_received_at": "2023-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30306273, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-12-21 00:00:00", "closed": null, "received": "2023-12-21 20:07:00", "resolved": "2023-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.752104", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1982", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1982 } } }, { "model": "complaints.complaint", "pk": "0739a051-5182-4b43-b26b-0eda85f8f7f2", "fields": { "created_at": "2024-03-09T08:15:00Z", "updated_at": "2026-04-13T18:59:26.268Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2270", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was delayed in seeing the doctor, even though my appointment was before everyone else's. Despite this, she was letting patients in as she pleased; for example, Wael was seen before me, even though my appointment was earlier.", "description": "I was delayed in seeing the doctor, even though my appointment was before everyone else's. Despite this, she was letting patients in as she pleased; for example, Wael was seen before me, even though my appointment was earlier.\n\n[Arabic]:\nتأخيري للدخول عند الدكتور رغم انه موعدي كان قبل الآخرين ورغم ذلك كانت تسمح بدخول المرضى على\nكيفها حيث تم استقبال المريض وائل قبل استقبالي بالرغم من أن موعدي قبل المريض وائل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-08T21:00:00Z", "due_at": "2024-03-11T08:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-07-13T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1595494, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-03-09 00:00:00", "closed": "2024-07-14 00:00:00", "received": "2024-03-09 11:15:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:26.265800", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2270", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 2270 } } }, { "model": "complaints.complaint", "pk": "0760a851-c073-47c8-88a3-325e17f661f8", "fields": { "created_at": "2025-02-02T15:51:00Z", "updated_at": "2026-04-13T19:01:23.416Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3647", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was scheduled, and the patient arrived early and waited for more than 45 minutes. However, the doctor refused to see the patient as their working hours had ended.", "description": "An appointment was scheduled, and the patient arrived early and waited for more than 45 minutes. However, the doctor refused to see the patient as their working hours had ended.\n\n[Arabic]:\n تم عمل موعد والحضور قبل الموعد بوقت والانتضار لاكثر من ٤٥ دقيق وبعدها رفض الدكتور استقبال\nالمريضة لانتهاء وقت دوامة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 196, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-04T15:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-02T15:51:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3647, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "076b9ee2-96bd-4a35-9bda-e037422a9ccc", "fields": { "created_at": "2024-11-09T11:27:00Z", "updated_at": "2026-04-13T19:00:49.030Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3131", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The trainee insisted on taking the sample more than once, despite her inability to draw blood from a five-day-old baby, even though I asked the Sudanese national in charge to take the sample herself. After that, a specialist from the nursery was sent who successfully took the sample once after several attempts.", "description": "The trainee insisted on taking the sample more than once, despite her inability to draw blood from a five-day-old baby, even though I asked the Sudanese national in charge to take the sample herself. After that, a specialist from the nursery was sent who successfully took the sample once after several attempts.\n\n[Arabic]:\n إصرار المتدربة في أخذ العينه اكثر من مره مع عدم قدرتها على سحب الدم لطفل بعمر خمسة أيام رغم طلبي من المسؤولة من الجنسية السودانية بأخذها هي العينة وبعد ذلك تم ارسال لمختصة من الحضانة التي اخذت العينة بنجاح ومره واحده بعد عدة محاولات .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-08T21:00:00Z", "due_at": "2024-11-11T11:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-08T21:00:00Z", "explanation_received_at": "2024-11-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-11T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30354000, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-11-09 00:00:00", "closed": null, "received": "2024-11-09 14:27:00", "resolved": "2024-11-12 00:00:00", "escalated": null, "first_reminder": "2024-11-10 00:00:00" }, "imported_at": "2026-04-13T22:00:49.024700", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3131", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 3131 } } }, { "model": "complaints.complaint", "pk": "07a38eeb-5f89-4b8d-b57f-a160a12f7e2a", "fields": { "created_at": "2022-10-26T09:45:00Z", "updated_at": "2026-04-13T18:56:21.487Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0457-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter was admitted on October 22, 2022, and a transfer to the intensive care unit was requested to obtain antibodies. We waited for approximately 6 hours due to the lack of a room in the intensive care unit. We informed them that I had no objection to starting the treatment plan in the admission room, but we did not receive a response. I went to the duty manager in the emergency department and informed him of the problem, and my daughter was transferred to the intensive care unit.", "description": "My daughter was admitted on October 22, 2022, and a transfer to the intensive care unit was requested to obtain antibodies. We waited for approximately 6 hours due to the lack of a room in the intensive care unit. We informed them that I had no objection to starting the treatment plan in the admission room, but we did not receive a response. I went to the duty manager in the emergency department and informed him of the problem, and my daughter was transferred to the intensive care unit.\n\n[Arabic]:\nتم تنويم ابنتي بتاريخ 22 اكتوبر 2022م وتم طلب نقلها للعناية المركزة لأخذ الأجسام المضادة ، تم انتظارنا مايقارب 6 ساعات لعدم توفرغرفة بالعناية المركزة وتم إبلاغهم بأن لا مانع لدي من بدء الخطة العلاجية في غرفة التنويم ولكن لم يتم الاستجابة لنا ، تم توجهي إلى المديرالمناوب بقسم الطوارئ وإبلاغه بالإشكالية وتم نقل ابنتي إلى العناية المركزة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-25T21:00:00Z", "due_at": "2022-10-28T09:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-25T21:00:00Z", "explanation_received_at": "2022-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30085957, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-10-26 00:00:00", "closed": null, "received": "2022-10-26 12:45:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.475511", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0457-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 457 } } }, { "model": "complaints.complaint", "pk": "07c28856-1c7e-4d86-8282-3af0b83030d8", "fields": { "created_at": "2023-06-14T06:19:00Z", "updated_at": "2026-04-13T18:57:49.664Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA OSMAN ZAKI ", "expected_result": "", "reference_number": "CMP-2023-06-1351", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "I was left after childbirth for about 20 hours without any stitching. After the doctor returned and performed the stitching, she requested an antibiotic but refused to prescribe it, informing me that \"you can use marh.\" When I returned a few days later, the wound had become infected. Upon consulting another doctor at a different hospital, I was informed that there was bacteria that had been contracted after childbirth.", "description": "I was left after childbirth for about 20 hours without any stitching. After the doctor returned and performed the stitching, she requested an antibiotic but refused to prescribe it, informing me that \"you can use marh.\" When I returned a few days later, the wound had become infected. Upon consulting another doctor at a different hospital, I was informed that there was bacteria that had been contracted after childbirth.\n\n[Arabic]:\nتم تركي بعد الولاده لمدة مايقارب 20 بدون خياطه وبعد رجوع الطبيبه وعمل الخياطه تم طلب مضاد حيوي ورفضت كتابة ذلك وتم ابلاغي ( بامكانك استخدام المره ) وعند عودتي بعد ايام تم التهاب الجرح وعند مراجعة طبيب اخر في مستشفى اخر تم ابلاغي ان هناك بكتيربا تم التقاطها بعد الولاده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-13T21:00:00Z", "due_at": "2023-06-16T06:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-13T21:00:00Z", "explanation_received_at": "2023-06-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20210939, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-06-14 00:00:00", "closed": null, "received": "2023-06-14 09:19:00", "resolved": "2023-06-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.658847", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1351", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1351 } } }, { "model": "complaints.complaint", "pk": "07de2dfd-9412-4032-922b-e56fe2fd4f41", "fields": { "created_at": "2022-10-02T08:56:00Z", "updated_at": "2026-04-13T18:56:16.704Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0286", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 28-09-2022, I went to the pharmacy in the evening because the pharmacist wanted to reduce the quantity dispensed by the doctor and the insurance company from 10 pills to 6 pills. He threw the bag in my face because he refused to give me a bag to fill with the medicines and said, “Fill it yourself.”", "description": "On 28-09-2022, I went to the pharmacy in the evening because the pharmacist wanted to reduce the quantity dispensed by the doctor and the insurance company from 10 pills to 6 pills. He threw the bag in my face because he refused to give me a bag to fill with the medicines and said, “Fill it yourself.”\n\n[Arabic]:\nبتاريخ 28-09-2022 تم توجهي في الفتره المسائية الى قسم الصيدلية حيث ان الصيدلي كان يرغب في تقليل الكمية المصروفة من الطبيب و شركة التامين من ١٠ حبات الى ٦ حبات وقام بالقاء الكيس في وجهي لرفضه اعطائي كيس لملأ الادوية و قال قم بتعبئتها بنفسك. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-30T21:00:00Z", "due_at": "2022-10-04T08:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-01T21:00:00Z", "second_reminder_sent_at": "2022-10-02T21:00:00Z", "escalated_at": "2022-10-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-30T21:00:00Z", "explanation_received_at": "2022-10-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30038792, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-01 00:00:00", "closed": null, "received": "2022-10-02 11:56:00", "resolved": "2022-10-05 00:00:00", "escalated": "2022-10-04 00:00:00", "first_reminder": "2022-10-02 00:00:00" }, "imported_at": "2026-04-13T21:56:16.694612", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0286", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 286 } } }, { "model": "complaints.complaint", "pk": "07edb56f-a89f-4647-8559-8c637d5aebc7", "fields": { "created_at": "2024-11-13T15:48:00Z", "updated_at": "2026-04-13T19:00:49.351Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3153", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother was transferred from intermediate care to long-term care at a very high speed, which made me suspicious of the two doctors, Muhammad Amin and Muwafaq, especially after I explained to them my fears for my mother and the possibility of her suffering from depression due to her transfer to a room overlooking a concrete slab and pipes, where the sun does not enter well, and the window is her only source of fresh air. Despite all that I mentioned to them, they did not bat an eye or reconside", "description": "My mother was transferred from intermediate care to long-term care at a very high speed, which made me suspicious of the two doctors, Muhammad Amin and Muwafaq, especially after I explained to them my fears for my mother and the possibility of her suffering from depression due to her transfer to a room overlooking a concrete slab and pipes, where the sun does not enter well, and the window is her only source of fresh air. Despite all that I mentioned to them, they did not bat an eye or reconsider the matter of transferring her at that time, and they insisted on her leaving.\n\n[Arabic]:\n تم نقل والدتي من العنايه المتوسطه الي الاقامه المديده بسرعه عالية مما ادخل الي شعور مريب على الطبيبين\nمحمد امين و موفق، وخاصه بعد ان شرحت لهم مخاوفي على والدتي و احتمال اصابتها بإكتئاب بسبب نقلها لغرفه تطل على صبه اسمنت ومواصير ولا تدخل لها الشمس بشكل جيد والنافذه هي المتنفس الوحيد لها وكل ماذكرته لهم لم يرف لهم جفن او يعيدون النظر في موضوع تحويلها في حينها واصرو علي خروجها .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-15T21:00:00Z", "due_at": "2024-11-15T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-15T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-15T21:00:00Z", "explanation_received_at": "2024-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-11-16T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299421, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2024-11-16 00:00:00", "closed": null, "received": "2024-11-13 18:48:00", "resolved": "2024-11-17 00:00:00", "escalated": null, "first_reminder": "2024-11-16 00:00:00" }, "imported_at": "2026-04-13T22:00:49.344896", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3153", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الخدمة الإجتماعية", "main": "الإداري" }, "original_complaint_num": 3153 } } }, { "model": "complaints.complaint", "pk": "0834fef1-7c44-478f-bd50-436333ff9db4", "fields": { "created_at": "2025-12-07T07:10:00Z", "updated_at": "2026-04-13T19:03:23.948Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5414", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Yesterday, December 6th, we had an appointment with Dr. Azza Bashir, an obstetrician-gynecologist. She then directed us to the ultrasound department. There was only one room, and it was full, receiving all patients around 3 PM. My wife had 20 patients ahead of her, meaning we had to wait at least four hours. We went back to the doctor, who explained that the ultrasound specialist would be available the following day at 8 AM. We arrived this morning before 8 AM and waited until 8:45 AM, but no on", "description": "Yesterday, December 6th, we had an appointment with Dr. Azza Bashir, an obstetrician-gynecologist. She then directed us to the ultrasound department. There was only one room, and it was full, receiving all patients around 3 PM. My wife had 20 patients ahead of her, meaning we had to wait at least four hours. We went back to the doctor, who explained that the ultrasound specialist would be available the following day at 8 AM. We arrived this morning before 8 AM and waited until 8:45 AM, but no one came. I was very late for work. After insisting with the nurse, she took us to another imaging clinic in a different department. My question is: why wasn't there prior coordination between the clinics, and why weren't the ultrasound specialists available? Why is there no respect for patients' time?\n\n[Arabic]:\nكان لدينا أمس بتاريخ 6 ديسمبر زيارة مع طبيبة النساء والولادة (عزة بشير) ثم وجهتنا الى قسم الالتراساوند، كان هناك فقط غرفة واحدة تستقبل المرضى جميعهم قرابة الساعة 3 عصراً، وأمام زوجتي 20 مريضة، بما لا يقل عن 4 ساعات انتظار. رجعنا الى الطبيبة اوضحت أن طبيبة الالتراساوند ستكون متواجدة اليوم التالي الساعة 8 صباحاً. جئنا اليوم صباحا قبل الثامنة وانتظرنا الى 8:45 ولم يأتي أحد، وأنا تأخرت جدا على عملي،وبعد الاصرار على الممرضة أخذتنا الى عيادة تصوير اخرى في قسم اخر. سؤالي هو لماذا لم يكن هناك تنسيق مسبق بين العيادات ولماذا اطباء التصوير غير موجودين؟ لماذا لا يوجد احترام لأوقات المرضى؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-09T07:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-07T07:10:00Z", "explanation_received_at": "2025-12-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5414, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "08436c64-36fa-40ac-9b7e-12bf9416d737", "fields": { "created_at": "2023-06-11T18:44:00Z", "updated_at": "2026-04-13T18:57:49.481Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1343", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Incorrect invoices were submitted to the insurance company, resulting in a deduction of 10,000 from the maternity policy.", "description": "Incorrect invoices were submitted to the insurance company, resulting in a deduction of 10,000 from the maternity policy.\n\n[Arabic]:\nتم تقديم فواتير مغلوطة لشركة التامين حيث تم خصم من وثيقة الحمل والولادة 10 الاف .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-10T21:00:00Z", "due_at": "2023-06-13T18:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-10T21:00:00Z", "explanation_received_at": "2023-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30250448, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-06-11 00:00:00", "closed": null, "received": "2023-06-11 21:44:00", "resolved": "2023-06-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.475283", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1343", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1343 } } }, { "model": "complaints.complaint", "pk": "085781ad-12e4-45d6-923b-94c03d3aebd7", "fields": { "created_at": "2022-12-24T07:53:00Z", "updated_at": "2026-04-13T18:56:45.639Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0695", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I booked an appointment for my daughter with Dr. Muath Al-Ahmad, supposedly for the evening, not the morning... but when we arrived at the hospital, it turned out that the appointment was made on Sunday morning, not Sunday evening as we had requested.", "description": "I booked an appointment for my daughter with Dr. Muath Al-Ahmad, supposedly for the evening, not the morning... but when we arrived at the hospital, it turned out that the appointment was made on Sunday morning, not Sunday evening as we had requested.\n\n[Arabic]:\n حجزت موعد لبنتي مع الدكتور معاذ الاحمد على اساس أنه مساء وليس صباح...وعندما وصلنا المستشفى تبين ان\nالححز تم صباح الاحد وليس مساء يوم الأحد كما طلبنا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-21T21:00:00Z", "due_at": "2022-12-26T07:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-21T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240276, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-22 00:00:00", "closed": "2022-12-24 00:00:00", "received": "2022-12-24 10:53:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.627968", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0695", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 695 } } }, { "model": "complaints.complaint", "pk": "085aabd8-7f4b-4bf1-97a9-158bc11e6861", "fields": { "created_at": "2023-12-20T06:45:00Z", "updated_at": "2026-04-13T18:58:55.173Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " ", "expected_result": "", "reference_number": "CMP-2023-12-1969", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that she was asked to go to the chest department and have an X-ray done by the anesthesiologist Salwa, without the doctor's request and without the patient needing it.", "description": "The patient reports that she was asked to go to the chest department and have an X-ray done by the anesthesiologist Salwa, without the doctor's request and without the patient needing it.\n\n[Arabic]:\nتفيد المريضة بأنه تم الطلب من المريضة التوجة لقسم الصدرية وعمل اشعه من قبل طبيبة التخدير سلوى مع عدم طلب الطبيب وعدم حاجة المريضة لذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T06:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30090093, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": null, "received": "2023-12-20 09:45:00", "resolved": "2023-12-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.165111", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1969", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات التخدير", "main": "الطبي" }, "original_complaint_num": 1969 } } }, { "model": "complaints.complaint", "pk": "08799daa-18f6-4bcd-afb1-862ba929c828", "fields": { "created_at": "2023-11-14T10:51:00Z", "updated_at": "2026-04-13T18:58:43.429Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1849", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccination is not in the system", "description": "the vaccination is not in the system\n\n[Arabic]:\nتأخير في معالجة طلب الإجازة المرضية، حيث لم يتم تسجيل التطعيم في النظام.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-16T10:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296988, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-14 13:51:00", "resolved": "2023-11-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.425071", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1849", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1849 } } }, { "model": "complaints.complaint", "pk": "088bdf9f-4882-49b0-b193-a94f7598d770", "fields": { "created_at": "2022-12-22T06:38:00Z", "updated_at": "2026-04-13T18:56:45.308Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0706", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication label was placed incorrectly, as we were informed of by the doctor when we consulted him.", "description": "The medication label was placed incorrectly, as we were informed of by the doctor when we consulted him.\n\n[Arabic]:\nتم وضع ستكير الادويه بشكل خاطئ حيث تم اخبارنا بذلك من قبل الطبيب عند الرجوع له . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-20T21:00:00Z", "due_at": "2022-12-24T06:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-23T21:00:00Z", "second_reminder_sent_at": "2022-12-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-20T21:00:00Z", "explanation_received_at": "2022-12-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201681, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect Information", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2022-12-21 00:00:00", "closed": null, "received": "2022-12-22 09:38:00", "resolved": "2022-12-28 00:00:00", "escalated": null, "first_reminder": "2022-12-24 00:00:00" }, "imported_at": "2026-04-13T21:56:45.302193", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0706", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 706 } } }, { "model": "complaints.complaint", "pk": "08969924-5584-445b-82da-e2378d227566", "fields": { "created_at": "2023-10-05T17:27:00Z", "updated_at": "2026-04-13T18:58:29.332Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1675", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived on time but was not called for the appointment. After inquiring, I was informed that the reasons for the delay were unknown.", "description": "I arrived on time but was not called for the appointment. After inquiring, I was informed that the reasons for the delay were unknown.\n\n[Arabic]:\nتم حضور على الموعد ولم يتمالنداء على بالموعد وبعد الاستفسار تم ابلاغ بعدم معرفة اسباب التأخير . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-06T21:00:00Z", "due_at": "2023-10-07T17:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-06T21:00:00Z", "explanation_received_at": "2023-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1250454, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-07 00:00:00", "closed": null, "received": "2023-10-05 20:27:00", "resolved": "2023-10-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.329908", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1675", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 1675 } } }, { "model": "complaints.complaint", "pk": "08b955aa-913b-4018-a189-39c6bd9e86ab", "fields": { "created_at": "2024-02-18T14:51:00Z", "updated_at": "2026-04-13T18:59:18.875Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2217", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Al Hammadi Hospital, Al Nozha, Dental Department, Dr. Hani Moussa's clinic, canceled my dental filling appointments three times, claiming that the clinic was switching from evening to morning hours. When I called the hospital's appointments department to schedule another evening appointment with another doctor after he canceled my appointments three times, they informed me that no doctor was available in the evening. Now I don't know what to do, and the temporary filling hurts, and I can't go to", "description": "Al Hammadi Hospital, Al Nozha, Dental Department, Dr. Hani Moussa's clinic, canceled my dental filling appointments three times, claiming that the clinic was switching from evening to morning hours. When I called the hospital's appointments department to schedule another evening appointment with another doctor after he canceled my appointments three times, they informed me that no doctor was available in the evening. Now I don't know what to do, and the temporary filling hurts, and I can't go to them in the morning due to my work circumstances.\n\n[Arabic]:\nمستشفى الحمادي النزهة قسم الاسنان عيادة دكتور هاني موسى الغى مواعيد علاج حشوات اسناني ثلاث مرات بحجة ان العيادة تتحول من مسائي الى صباحي .. و لما كلمت مواعيد المستشفى عشان احدد موعد ثاني مسائي مع دكتور اخر بعد ما الغى مواعيدي ثلاث مرات ابلغوني بعدم وجود اي دكتور متوفر مسائي .. والان لا اعلم ماذا افعل والحشو المؤقت يؤلم ولا استطع الذهاب لهم صباحا بحكم ظروف عملي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-17T21:00:00Z", "due_at": "2024-02-20T14:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1598009, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Delays", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-02-18 00:00:00", "closed": null, "received": "2024-02-18 17:51:00", "resolved": "2024-02-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.869281", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2217", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 2217 } } }, { "model": "complaints.complaint", "pk": "08ce3f66-36ac-4b8f-97f2-37cf04dfaa13", "fields": { "created_at": "2023-05-31T17:12:00Z", "updated_at": "2026-04-13T18:57:40.936Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1301", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I requested reports for my daughter Widad and asked the hospital to send them to me via WhatsApp, but this has not been done.", "description": "I requested reports for my daughter Widad and asked the hospital to send them to me via WhatsApp, but this has not been done.\n\n[Arabic]:\nتم طلب تقارير لابنتي وداد حيث طلبت من المستشفى ارسالها لي عن طريق الواتس ولم يتم ذلك. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-30T21:00:00Z", "due_at": "2023-06-02T17:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-30T21:00:00Z", "explanation_received_at": "2023-05-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205795, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-05-31 00:00:00", "closed": null, "received": "2023-05-31 20:12:00", "resolved": "2023-05-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.926144", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1301", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1301 } } }, { "model": "complaints.complaint", "pk": "09431455-181c-43d0-b339-fecf68581b58", "fields": { "created_at": "2025-11-27T13:31:00Z", "updated_at": "2026-04-13T19:03:14.807Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "\tSAMAR FAWZY MOHAMED ABDELATTY", "expected_result": "", "reference_number": "CMP-2025-11-5377", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room, where I was told my daughter had influenza A. All the necessary tests and scans were done, and I was given the option of admission or discharge at my own risk. The doctor initially told me it was a bacterial infection, but it later turned out my daughter had bronchitis. My question is: why wasn't I informed clearly and accurately about my daughter's condition, and why wasn't the necessary medication provided to me in a timely manner?", "description": "I went to the emergency room, where I was told my daughter had influenza A. All the necessary tests and scans were done, and I was given the option of admission or discharge at my own risk. The doctor initially told me it was a bacterial infection, but it later turned out my daughter had bronchitis. My question is: why wasn't I informed clearly and accurately about my daughter's condition, and why wasn't the necessary medication provided to me in a timely manner?\n\n[Arabic]:\nتم حضوري إلى قسم الطوارئ، حيث تم إخباري بأن ابنتي مصابة بإنفلونزا A، وتم إجراء جميع التحاليل والأشعة اللازمة، وقد تم تزويدي بخيار التنويم أو الخروج على مسؤوليتي، مع العلم أن الدكتورة أخبرتني في البداية بوجود التهاب بكتيري، إلا أنه تبين لاحقًا أن ابنتي تعاني من التهاب في الشعب الهوائية، سؤالي هو: لماذا لم يتم إعلامي بشكل واضح ودقيق عن الحالة الصحية لابنتي، ولم يتم تزويدي بالأدوية اللازمة في الوقت المناسب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-29T13:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-27T13:31:00Z", "explanation_received_at": "2025-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5377, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "09780722-a546-4a6a-b0a4-a7efbdf82169", "fields": { "created_at": "2022-12-06T08:42:00Z", "updated_at": "2026-04-13T18:56:42.623Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABRAR", "expected_result": "", "reference_number": "CMP-2022-12-0647", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The physical therapist did not attend to me during the session, and the employee raised her voice at me and did not give me the care I deserve as a patient during the sessions.", "description": "The physical therapist did not attend to me during the session, and the employee raised her voice at me and did not give me the care I deserve as a patient during the sessions.\n\n[Arabic]:\nعدم حضور المعالجة معي في وقت الجلسه من قبل اخصائية العلاج الطبيعي ، حيث تم رفع الصوت علي من قبل الموظفه وعدم إعطائي ما استحقه من عناية كمريض وقت الجلسات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-05T21:00:00Z", "due_at": "2022-12-08T08:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-05T21:00:00Z", "explanation_received_at": "2022-12-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30090941, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-06 00:00:00", "closed": null, "received": "2022-12-06 11:42:00", "resolved": "2022-12-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.615514", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0647", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 647 } } }, { "model": "complaints.complaint", "pk": "098c402d-0b95-4997-a175-8517b56b3fbc", "fields": { "created_at": "2023-03-06T09:35:00Z", "updated_at": "2026-04-13T18:57:16.762Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15405-AHMAD ABDULKAREEM", "expected_result": "", "reference_number": "CMP-2023-03-0979", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A uterine cleaning procedure was performed on 3/25/2023. After leaving the operation, the treating physician stated that there were remnants that would disappear over time. We were advised to return after two weeks for confirmation. Note that the patient was examined outside the hospital for confirmation, and we were informed that there were remnants. The problem has not yet been resolved, and the doctor has not provided any explanation.", "description": "A uterine cleaning procedure was performed on 3/25/2023. After leaving the operation, the treating physician stated that there were remnants that would disappear over time. We were advised to return after two weeks for confirmation. Note that the patient was examined outside the hospital for confirmation, and we were informed that there were remnants. The problem has not yet been resolved, and the doctor has not provided any explanation.\n\n[Arabic]:\nتم اجراء عملية (تنظيف لرحم) بتاريخ 25/3/2023 وبعد الخروج من العملية تمت الافادة من قبل الطبيب المعالج بوجود بقايا وسوف تزول مع مرور الوقت وتم افادتنا بالرجوع بعد اسبوعين للتاكد علما انه تم مراجعه المريضه خارج المستشفى للتاكد ووتم افادتنا بوجود بقايا والمشكله حتى الان لم تحل ولم يتم التوضيح من قبل الطبيب .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-06T21:00:00Z", "due_at": "2023-03-08T09:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-10T21:00:00Z", "second_reminder_sent_at": "2023-03-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-11T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30253380, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-03-07 00:00:00", "closed": "2024-06-12 00:00:00", "received": "2023-03-06 12:35:00", "resolved": null, "escalated": null, "first_reminder": "2023-03-11 00:00:00" }, "imported_at": "2026-04-13T21:57:16.753296", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0979", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 979 } } }, { "model": "complaints.complaint", "pk": "09c99ee1-ad79-4fca-a46e-62831518250b", "fields": { "created_at": "2024-07-13T10:32:00Z", "updated_at": "2026-04-13T19:00:06.257Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2681", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not avalible on the system ID for Baby", "description": "vaccination not avalible on the system ID for Baby\n\n[Arabic]:\nالتطعيم ليس متوفر للطفل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-12T21:00:00Z", "due_at": "2024-07-15T10:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-12T21:00:00Z", "explanation_received_at": "2024-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30327860, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.11.Vaccinations timing" }, "timeline": { "sent": "2024-07-13 00:00:00", "closed": null, "received": "2024-07-13 13:32:00", "resolved": "2024-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.253778", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2681", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2681 } } }, { "model": "complaints.complaint", "pk": "0a7a2bd3-106e-4962-978f-a0575fd4e90e", "fields": { "created_at": "2024-07-30T16:05:00Z", "updated_at": "2026-04-13T19:00:08.047Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2753", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the dentist on Friday, July 12, 2024, at 7:36 AM, after a prior appointment. It was agreed that the tooth would be opened to drain the abscess and clean the area. According to the dentist, the procedure was simple and didn't require more than one appointment. During the tooth opening, I experienced severe pain, similar to a burn, while the tooth was being cleaned. The dentist said this was normal as a result of the cleaning. Afterward, the dentist closed the tooth and told me that a la", "description": "I went to the dentist on Friday, July 12, 2024, at 7:36 AM, after a prior appointment. It was agreed that the tooth would be opened to drain the abscess and clean the area. According to the dentist, the procedure was simple and didn't require more than one appointment. During the tooth opening, I experienced severe pain, similar to a burn, while the tooth was being cleaned. The dentist said this was normal as a result of the cleaning. Afterward, the dentist closed the tooth and told me that a large part of the abscess had been cleaned, but that a gum incision was necessary to complete the cleaning, but only after a root canal and re-placement of the external prosthesis. For a full week afterward, I suffered from severe swelling and burning pain on the right side of my face, without being given any antibiotics or painkillers. Upon returning to the prosthodontist, he discovered after taking X-rays that Dr. Saadoun hadn't opened the tooth at all, let alone cleaned part of the abscess. In addition, he had made an opening in the middle of the root, which led to permanent damage to the tooth. Because of this, the filling material leaked, causing the swelling and burns. Now, there is no solution, according to the dentist. I consulted with three doctors in the past two weeks regarding tooth extraction and implantation, a very expensive procedure as you know. I had numerous consultations and various x-rays at multiple locations to avoid unfairly criticizing the doctor, and all agreed on this diagnosis. I urge you to review my complaint carefully. I have attached some x-ray images and am available if you require additional x-rays. Please contact me if needed to send me a photo and video of x-rays taken outside the hospital. I await your clarification and response.\n\n[Arabic]:\nضرت عند الدكتور يوم الجمعه ١٢/٧:٢٠٢٤الساعه ٧:٣٦ بعد موعد مسبق حيث تم الاتفاق على اجراء فتح للسن\nلاستخراج الخراج وتنظيف المنطقه ، حسب رأي الدكتور ان الاجراء بسيط ولا يستدعي اكثر من موعد واحد ،\nاثناء عملية فتح السن اصبت بآلام شديده اشبه بالحروق اثناء تنظيف السن وحسب كلام الدكتور ان الموضوع\nطبيعي نتيجه لتنظيف السن ، بعد ذلك قام الدكتور بإغلاق السن واخباري ان جزء كبير من الخراج تم تنظيفه ولكن\nيجب اجراء جراحة فتح لثه لإكمال التنظيف ولكن ذلك بعد اعادة عمل جذر واعادة تركيب التركيبات الخارجيه ،\nبعد ذلك اصبت لمدة اسبوع كامل بتورم شديد والام حرق في الجهه اليمنى من الوجه مع عدم اعطائي اي مضاد او\nمسكنات ، عند العودة الى طبيب التركيبات اكتشف بعد الاشعه ان الدكتور سعدون لم يقم بفتح السن من الاساس\nناهيك عن تنظيف جزء من الخراج ، وبالاضافة الى ذلك قام بفتح فتحه بنص الجذر ادت الى تلف السن نهائياً\nوبسبب ذلك تسربت الماده واصبت بالتورم والحروق ، الان لايوجد حل حسب استشارة ٣ اطباء خلال الاسبوعين\nالماضيه الا خلع السن وزراعة سن وهذا الاجراء مكلف جداً كما تعلمون،اجريت استشارات عديده واشعه مختلفه\nفي اكثر من مكان حتى لا اظلم الدكتور ، والجميع اجمع على هذا التشخيص، ارجوا منكم متابعة الشكوى بعناية\nوارفق لكم صوراً من الاشعه وانا جاهزه في حال اردتم عمل اشعه اضافيه، يرجى التواصل معي ان تطلب الامر لارسال صوره وفيديو للاشعه تم عملها خارج المستشفى .. بانتظار التوضيح والرد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-30T21:00:00Z", "due_at": "2024-08-01T16:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-30T21:00:00Z", "explanation_received_at": "2024-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 816612, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2024-07-31 00:00:00", "closed": null, "received": "2024-07-30 19:05:00", "resolved": "2024-08-07 00:00:00", "escalated": null, "first_reminder": "2024-08-01 00:00:00" }, "imported_at": "2026-04-13T22:00:08.043124", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2753", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2753 } } }, { "model": "complaints.complaint", "pk": "0a8c4082-44ee-45df-8054-caea351da6d4", "fields": { "created_at": "2022-10-29T07:45:00Z", "updated_at": "2026-04-13T18:56:22.261Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0461-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the admissions office employee that the price of the full gallbladder removal surgery is 10,700 riyals and that we have an Al-Inma Bank discount offer, so the amount of the surgery after the Al-Inma discount is about 8,500 riyals, a 20% discount. After the surgery was completed, I was surprised when the same employee said that the amount of the surgery was 13,000 riyals and that a discount had been applied to 10,900 riyals. When I asked him why the amount changed, he stated tha", "description": "I was informed by the admissions office employee that the price of the full gallbladder removal surgery is 10,700 riyals and that we have an Al-Inma Bank discount offer, so the amount of the surgery after the Al-Inma discount is about 8,500 riyals, a 20% discount. After the surgery was completed, I was surprised when the same employee said that the amount of the surgery was 13,000 riyals and that a discount had been applied to 10,900 riyals. When I asked him why the amount changed, he stated that there were things added by Dr. Muhammad Al-Jilani. I went to Dr. Muhammad Al-Jilani and he said that it was not true and that I did not deviate from the package allocated for the gallbladder surgery and I did not add anything, and the value of the surgery is 10,500 riyals and after the discount 8,500 riyals.\n\n[Arabic]:\nتم ابلاغي من قبل موظف مكتب التنويم ان سعر عملية استئصال المرارة كامل 10700 ريال وان لدينا عرض بنك الانماء خصم ليصبح مبلغ العملية بعد خصم الانماء حوالي ٨٥٠٠ ريال خصم ٢٠٪؜ وبعد الانتهاء من العملية اتفاجأ من نفس الموظف يقول ان مبلغ العملية ١٣ الف وانه تم عمل خصم الى ١٠٩٠٠ ريال وعند سؤالي له لماذا تغير المبلغ افاد انه هناك اشياء تمت اضافتها من قبل الدكتور محمد الجيلاني حيث تم ذهابي الى الدكتور محمد الجيلاني وقال غير صحيح و لم اخرج عن الباكيج المخصص لعمليه المرارة ولم اضيف اي شيء وقيمه العمليه ١٠٥٠٠ وبعد الخصم ٨٥٠٠ . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-28T21:00:00Z", "due_at": "2022-10-31T07:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-28T21:00:00Z", "explanation_received_at": "2022-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30207758, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-29 00:00:00", "closed": null, "received": "2022-10-29 10:45:00", "resolved": "2022-10-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.257253", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0461-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "مكتب التنويم", "main": "الإداري" }, "original_complaint_num": 461 } } }, { "model": "complaints.complaint", "pk": "0aa6b215-6dd0-4ffe-9f9b-1fd471c36a0c", "fields": { "created_at": "2025-06-16T17:23:00Z", "updated_at": "2026-04-13T19:02:11.153Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الصيدلية", "expected_result": "", "reference_number": "CMP-2025-06-4317", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The cost of the medicine", "description": "The cost of the medicine\n\n[Arabic]:\nتحمل تكلفة الدواء", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-18T17:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-16T17:23:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4317, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "0acea6e2-2f01-46b8-84f3-5b12d868d725", "fields": { "created_at": "2023-11-15T16:32:00Z", "updated_at": "2026-04-13T18:58:43.885Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1858", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital is demanding payment from the patient for a salivary gland stone removal procedure, even though it was canceled and the procedure was not completed. The insurance company canceled the claim based on the hospital's statement that the case did not warrant it, dated 11/11/2023.", "description": "The hospital is demanding payment from the patient for a salivary gland stone removal procedure, even though it was canceled and the procedure was not completed. The insurance company canceled the claim based on the hospital's statement that the case did not warrant it, dated 11/11/2023.\n\n[Arabic]:\nالمستشفى يطالب المستفيد بمبلغ لاجراء عملية حصوة للغده اللعابية علما انه تم الغائها ولم يتم اكمال الاجراء وتم الغاء الطلب من قبل شركة التأمين على افادة المستشفى ان الحاله لا تستدعي بتاريخ 11/11/2023 \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-14T21:00:00Z", "due_at": "2023-11-17T16:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-15T21:00:00Z", "second_reminder_sent_at": "2023-11-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-14T21:00:00Z", "explanation_received_at": "2023-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30297175, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-11-15 00:00:00", "closed": null, "received": "2023-11-15 19:32:00", "resolved": "2023-12-10 00:00:00", "escalated": null, "first_reminder": "2023-11-16 00:00:00" }, "imported_at": "2026-04-13T21:58:43.876516", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1858", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1858 } } }, { "model": "complaints.complaint", "pk": "0af15ec8-d8c1-44cb-a99f-43906fedcc7f", "fields": { "created_at": "2023-07-26T17:01:00Z", "updated_at": "2026-04-13T18:58:00.173Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1471", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was admitted on 7/25/2023, and the child’s blood was drawn by the nurse in an unprofessional manner, in addition to her unprofessional style, which led to severe swelling of the hand and the loss of a large amount of the child’s blood.", "description": "The child was admitted on 7/25/2023, and the child’s blood was drawn by the nurse in an unprofessional manner, in addition to her unprofessional style, which led to severe swelling of the hand and the loss of a large amount of the child’s blood.\n\n[Arabic]:\nتم التنويم بتاريخ 25/7/2023 حيث تم سحب الدم الطفله من قبل الممرضه بطريقه غير احترافيه بالاضافه الى اسلوبها الغير مهني مما ادى الى تورم شديد باليد و خروج كمية كثيره من دم الطفله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-31T21:00:00Z", "due_at": "2023-07-28T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-26T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239427, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-08-01 00:00:00", "closed": "2023-07-27 00:00:00", "received": "2023-07-26 20:01:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.171220", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1471", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 1471 } } }, { "model": "complaints.complaint", "pk": "0b00e2a2-b0ef-4bfc-8256-a3392bff27b6", "fields": { "created_at": "2025-11-12T12:46:00Z", "updated_at": "2026-04-13T19:03:13.296Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5279", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He reports that upon arriving at the emergency department, he was only given an antibiotic without the doctor explaining his medical condition, which necessitated his return to the emergency room the following day in search of treatment and a full explanation of his health condition.", "description": "He reports that upon arriving at the emergency department, he was only given an antibiotic without the doctor explaining his medical condition, which necessitated his return to the emergency room the following day in search of treatment and a full explanation of his health condition.\n\n[Arabic]:\nيفيد بأنة عند تواجدة بقسم الطوارى تم الاكتفاء بأعطائة مضاد حيوي فقط دون شرح الحالة الصحية للمريض من قبل الطبيب مما استدعى دخولة للطوارى ثاني يوم بحثاً عن للعلاج وعن شرح كامل لحالتة الصحية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-14T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-12T12:46:00Z", "explanation_received_at": "2025-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5279, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "0b17a496-fb22-48af-9a62-d53494857668", "fields": { "created_at": "2023-07-17T17:39:00Z", "updated_at": "2026-04-13T18:57:59.696Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1446", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were treated unprofessionally. After we were admitted to the room and the IV was inserted, the emergency staff of doctors and nurses were informed, and the patient was left for a long time without any response from them.", "description": "We were treated unprofessionally. After we were admitted to the room and the IV was inserted, the emergency staff of doctors and nurses were informed, and the patient was left for a long time without any response from them.\n\n[Arabic]:\nتم التعامل معنا بطريقه غير مهنيه وبعد ادخالنا الغرفة وتركيب المغذي تم الانتهاء منه تم اخبار الطاقم الموجوج بالطوارئ من اطباء وتمريض وتم ترك المريضه لمدة طويله بدون اي تجاوب منهم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-18T21:00:00Z", "due_at": "2023-07-19T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-18T21:00:00Z", "explanation_received_at": "2023-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30044785, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.9.Delay in discharging patient" }, "timeline": { "sent": "2023-07-19 00:00:00", "closed": null, "received": "2023-07-17 20:39:00", "resolved": "2023-07-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.687986", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1446", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1446 } } }, { "model": "complaints.complaint", "pk": "0b18452e-3454-4586-b9ab-7489f8c61bc8", "fields": { "created_at": "2024-11-27T18:20:00Z", "updated_at": "2026-04-13T19:00:51.491Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14375-SHAIMAA ALY GENEDY ", "expected_result": "", "reference_number": "CMP-2024-11-3243", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked through the app from 7:45 to 8:00. Due to the crowd, we arrived at 8:15. We were issued a ticket to the clinic and directed to wait in front of it until 8:55. After waiting, the doctor canceled our appointment and said she would not see us, even though the patient's condition required immediate attention. Unfortunately, the cancellation was done without any prior explanation, and we were simply told to wait. This is the second time this has happened with the same doctor", "description": "An appointment was booked through the app from 7:45 to 8:00. Due to the crowd, we arrived at 8:15. We were issued a ticket to the clinic and directed to wait in front of it until 8:55. After waiting, the doctor canceled our appointment and said she would not see us, even though the patient's condition required immediate attention. Unfortunately, the cancellation was done without any prior explanation, and we were simply told to wait. This is the second time this has happened with the same doctor, despite there not being a crowd of patients waiting in front of her clinic.\n\n[Arabic]:\n تم حجز موعد عن طريق التطبيق من الساعه 7:45 الي الساعه ،8 وبسبب الازدحام تم ,وصلنا الساعه 8:15 وتم\nاصدار تذكره دخول للعياده وتم توجيهنا للانتظار امام العيادة الي الساعة ،8:55 وبعد مدة الانتظار امرت الطبيبة ان تلغى كشفيتنا وانها لن تستقبل حالتنا , مع العلم ان حاله المريضه تستدعي الكشف الفوري من الطبيبه ولكن للاسف تم الالغاء بدون توضيح مسبق بل الانتظار ، مع العلم ان هذه المره الثانيه التي تحدث مع نفس الطبيبه رغم عدم ازدحام الحالات امام الطبيبه ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-27T21:00:00Z", "due_at": "2024-11-29T18:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-29T21:00:00Z", "second_reminder_sent_at": "2024-11-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-27T21:00:00Z", "explanation_received_at": "2024-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-12-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20135810, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-11-28 00:00:00", "closed": null, "received": "2024-11-27 21:20:00", "resolved": "2024-12-02 00:00:00", "escalated": null, "first_reminder": "2024-11-30 00:00:00" }, "imported_at": "2026-04-13T22:00:51.481814", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3243", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 3243 } } }, { "model": "complaints.complaint", "pk": "0b5c279a-c2d4-40d1-ae83-d0f44411c65e", "fields": { "created_at": "2022-09-26T09:56:00Z", "updated_at": "2026-04-13T18:56:08.159Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0266", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have an appointment at 11:45 AM with Dr. Attallah and I have been waiting for some time, even though I entered the clinic at 12:15.", "description": "I have an appointment at 11:45 AM with Dr. Attallah and I have been waiting for some time, even though I entered the clinic at 12:15.\n\n[Arabic]:\nلدي موعد الساعه 11:45 صباحا لدى الدكتور عطا الله وتم الانتظار لمدة من الوقت علما اني دخلت العياده الساعه 12:15 . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 13, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-25T21:00:00Z", "due_at": "2022-09-28T09:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": "2022-10-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-25T21:00:00Z", "explanation_received_at": "2022-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30026284, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-26 00:00:00", "closed": null, "received": "2022-09-26 12:56:00", "resolved": "2022-10-06 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:08.154432", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0266", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الغدد الصماء", "main": "الطبي" }, "original_complaint_num": 266 } } }, { "model": "complaints.complaint", "pk": "0b6dffda-96ab-4df1-acae-f17d84dc651b", "fields": { "created_at": "2024-03-25T12:54:00Z", "updated_at": "2026-04-13T18:59:27.866Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2318", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Skin Maceration in the left hand due to the gauze being pulled over the hand by the nurse", "description": "Skin Maceration in the left hand due to the gauze being pulled over the hand by the nurse\n\n[Arabic]:\nتمسّخ جلدي في اليد اليسرى نتيجة شدّ الشاش بإحكام فوق اليد من قِبل الممرضة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-25T21:00:00Z", "due_at": "2024-03-27T12:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-26T21:00:00Z", "second_reminder_sent_at": "2024-04-15T21:00:00Z", "escalated_at": "2024-04-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-03-25T21:00:00Z", "explanation_received_at": "2024-06-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254362, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-03-26 00:00:00", "closed": null, "received": "2024-03-25 15:54:00", "resolved": "2024-06-26 00:00:00", "escalated": "2024-04-16 00:00:00", "first_reminder": "2024-03-27 00:00:00" }, "imported_at": "2026-04-13T21:59:27.859609", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2318", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 2318 } } }, { "model": "complaints.complaint", "pk": "0bcab007-7a4a-473f-a260-918800681486", "fields": { "created_at": "2023-12-21T10:36:00Z", "updated_at": "2026-04-13T18:58:55.647Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1980", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": ".vaccination not available on the system", "description": ".vaccination not available on the system\n\n[Arabic]:\nالتطعيم غير متوفر في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-20T21:00:00Z", "due_at": "2023-12-23T10:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-20T21:00:00Z", "explanation_received_at": "2023-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-20T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296356, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2023-12-21 00:00:00", "closed": null, "received": "2023-12-21 13:36:00", "resolved": "2023-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.641957", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1980", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1980 } } }, { "model": "complaints.complaint", "pk": "0bce0536-02f2-48b3-a71c-fc75ef9fcc19", "fields": { "created_at": "2025-10-23T11:26:00Z", "updated_at": "2026-04-13T19:03:03.111Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMED ABDULLAH A BAMOUSA\t", "expected_result": "", "reference_number": "CMP-2025-10-5136", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to express my dissatisfaction with my experience at the clinic. I had an appointment with the doctor at 8 PM, and upon my arrival, I waited for over half an hour without being called. It turned out that the doctor left without informing anyone, which caused me frustration. I request that measures be taken to ensure such incidents do not happen again.", "description": "I would like to express my dissatisfaction with my experience at the clinic. I had an appointment with the doctor at 8 PM, and upon my arrival, I waited for over half an hour without being called. It turned out that the doctor left without informing anyone, which caused me frustration. I request that measures be taken to ensure such incidents do not happen again.\n\n[Arabic]:\nأعرب عن استيائي من تجربتي في العيادة. كان لدي موعد مع الدكتور في الساعة 8 مساءً، وعند وصولي انتظرت أكثر من نصف ساعة دون استدعائي. تبين أن الدكتور غادر دون إبلاغ أي شخص، مما تسبب لي بالإحباط. أطلب اتخاذ إجراءات لضمان عدم تكرار مثل هذه الحوادث", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 23, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-25T11:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-23T11:26:00Z", "explanation_received_at": "2025-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5136, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "0bd0c1f1-b661-499a-a5ee-4856de5e54ce", "fields": { "created_at": "2022-11-06T14:23:00Z", "updated_at": "2026-04-13T18:56:30.858Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0500", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother's appointment was booked about a week ago, and the appointment details were provided. Yesterday, Wednesday, I was contacted at 12:33 PM to confirm her appointment, which was confirmed. I also received a reminder message. When we arrived at 4:45 PM, my brother and mother were told that there was no file and no appointment booked at all. After waiting for about 40 minutes, they were finally seen by the doctor.", "description": "My mother's appointment was booked about a week ago, and the appointment details were provided. Yesterday, Wednesday, I was contacted at 12:33 PM to confirm her appointment, which was confirmed. I also received a reminder message. When we arrived at 4:45 PM, my brother and mother were told that there was no file and no appointment booked at all. After waiting for about 40 minutes, they were finally seen by the doctor.\n\n[Arabic]:\nتم حجز موعد للوالدة قبل اسبوع تقريبا وتم اعطاء المعلومات للمواعيد ، ويوم امس الأربعاء تم التواصل معي\nالساعة ٣٣:١٢ ظهرا لتأكيد موعد الوالدة وتم التأكيد ، ووصلتني رساله تذكير أيضا ، عند الحضور الساعة ٤٥:٤\nعصر افادوا اخوي والوالدة ان مافيه ملف ولا فيه حجز للموعد اصلا ؟؟؟ وبعد انتظار تقريبا ٤٠ دقيقه دخلوا\nللطبيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-05T21:00:00Z", "due_at": "2022-11-08T14:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-05T21:00:00Z", "explanation_received_at": "2022-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30232635, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2022-11-06 00:00:00", "closed": null, "received": "2022-11-06 17:23:00", "resolved": "2022-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.852949", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0500", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 500 } } }, { "model": "complaints.complaint", "pk": "0bea2812-482f-475d-8022-b00d2ff3c34c", "fields": { "created_at": "2025-04-13T16:27:00Z", "updated_at": "2026-04-13T19:01:47.196Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ااستقبال العيادات الخارجيه", "expected_result": "", "reference_number": "CMP-2025-04-4004-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I want to emphasize that the goal of this complaint is not to seek reimbursement for the amount paid, but to call for strict accountability for those who acted inappropriately and caused us both psychological and physical harm. Neglecting and minimizing patients' suffering should not be overlooked, and a hospital with a prominent name should prioritize patient health and dignity above all else.", "description": "I want to emphasize that the goal of this complaint is not to seek reimbursement for the amount paid, but to call for strict accountability for those who acted inappropriately and caused us both psychological and physical harm. Neglecting and minimizing patients' suffering should not be overlooked, and a hospital with a prominent name should prioritize patient health and dignity above all else.\n\n[Arabic]:\nغضب المريض من ااتاخر على الموعد المحدد للدكتور وادخاال المرضى الاخرين والغاء الفاتوره الفاتوره", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T16:27:00Z", "explanation_received_at": "2025-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4004, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "0bf108f1-7643-4d7e-a08f-0e8f7d2b6838", "fields": { "created_at": "2025-05-04T09:47:00Z", "updated_at": "2026-04-13T19:01:57.619Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-05-4117", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After completing the medical consultation at Dr. Mohammed Awad’s clinic, I proceeded to the pharmacy to fill the prescription. After waiting for more than half an hour, I approached the mentioned staff member to ask about the approval status from the insurance company. She informed me that the request was still pending with the insurance company. After another wait of nearly 30 minutes, I approached the same staff member again, and she gave me the same response. Immediately after speaking with h", "description": "After completing the medical consultation at Dr. Mohammed Awad’s clinic, I proceeded to the pharmacy to fill the prescription. After waiting for more than half an hour, I approached the mentioned staff member to ask about the approval status from the insurance company. She informed me that the request was still pending with the insurance company. After another wait of nearly 30 minutes, I approached the same staff member again, and she gave me the same response. Immediately after speaking with her, I approached the insurance approvals officer at the main pharmacy, who informed me that a response had actually been received from the insurance company at 7:21 PM, and the request had been rejected. (I have no issue with the rejection by the insurance company.) The issue is that I waited for over an hour unnecessarily.\n\n[Arabic]:\nتاخير بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-06T09:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-04T09:47:00Z", "explanation_received_at": "2025-05-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4117, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "0bffbfca-2096-4b7b-99f6-92cbed427b0d", "fields": { "created_at": "2025-09-09T07:30:00Z", "updated_at": "2026-04-13T19:02:47.396Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4791", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have never experienced the kind of treatment I received from the nursing staff in just one night. It\nstarted with negligence—they brought me a broken walker that almost made me fall. Then, they\nneglected to care for me even though I was using the walker. Instead of helping me promptly, they\njust kept staring without doing anything. I had to ask them to change my IV needle, and when I told\nthem to stop the IV because I was swelling, they refused and forcibly gave it to me. There was clear\nand r", "description": "I have never experienced the kind of treatment I received from the nursing staff in just one night. It\nstarted with negligence—they brought me a broken walker that almost made me fall. Then, they\nneglected to care for me even though I was using the walker. Instead of helping me promptly, they\njust kept staring without doing anything. I had to ask them to change my IV needle, and when I told\nthem to stop the IV because I was swelling, they refused and forcibly gave it to me. There was clear\nand repeated neglect. That night, I suffered from severe pain and cried a lot—the pain was\nunbearable because of their negligence. When I asked them at dawn to call the doctor, they delayed it\nfor a long time and lied to me, saying the doctor would come before our visit ended, but the doctor\nnever showed up. I felt a deep frustration only God knows about, and this added to my exhaustion\nand pain because of how they treated me\n\n[Arabic]:\nلم أختبر قط هذا النوع من العلاج الذي تلقيته من طاقم التمريض في ليلة واحدة. بدأ الأمر بالإهمال - أحضروا لي مشاية مكسورة كادت أن تُسقطني. ثم أهملوا رعايتي رغم أنني كنت أستخدمها. بدلًا من مساعدتي فورًا، ظلوا يحدقون بي دون فعل أي شيء. اضطررتُ أن أطلب منهم تغيير إبرة المحلول الوريدي، وعندما طلبت منهم التوقف عن الحقن الوريدي بسبب تورم قدمي، رفضوا وأعطوني إياها بالقوة. كان هناك إهمال واضح ومتكرر. في تلك الليلة، عانيتُ من ألم شديد وبكيت كثيرًا - كان الألم لا يُطاق بسبب إهمالهم. عندما طلبت منهم عند الفجر الاتصال بالطبيب، أجّلوا ذلك طويلًا وكذبوا عليّ، قائلين إن الطبيب سيأتي قبل انتهاء زيارتنا، لكنه لم يأتِ أبدًا. شعرتُ بإحباط عميق لا يعلمه إلا الله، وهذا زاد من إرهاقي وألمي بسبب طريقة معاملتهم لي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-11T07:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-09T07:30:00Z", "explanation_received_at": "2025-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4791, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "0c03aa89-8e97-4fce-bd86-d8dc52d8aeac", "fields": { "created_at": "2025-06-12T14:28:00Z", "updated_at": "2026-04-13T19:02:10.347Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.سعد العليان", "expected_result": "", "reference_number": "CMP-2025-06-4291", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appointment with Dr. Saad was canceled twice without prior notice, despite being confirmed. This led the patient to travel from outside the city with no benefit, and the insurance amount was deducted despite no service being provided.", "description": "The appointment with Dr. Saad was canceled twice without prior notice, despite being confirmed. This led the patient to travel from outside the city with no benefit, and the insurance amount was deducted despite no service being provided.\n\n[Arabic]:\nتم إلغاء الموعد مع الدكتور سعد مرتين دون إشعار مسبق، رغم تأكيد الحجز، مما سبب حضور المريضة من خارج المدينة دون فائدة، وتم خصم مبلغ التأمين رغم عدم تقديم الخدمة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-14T14:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-12T14:28:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4291, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "0c143e4e-5d77-42f8-9905-fb40481abfc9", "fields": { "created_at": "2025-03-10T13:19:00Z", "updated_at": "2026-04-13T19:01:35.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3877", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family is complaining about the delay in submitting the endoscopy request, stating that the procedure is urgent but has been delayed.", "description": "The patient's family is complaining about the delay in submitting the endoscopy request, stating that the procedure is urgent but has been delayed.\n\n[Arabic]:\nيشتكي ذوي المريضة من تاخير رفع طلب منظار وان هذا الاجراء عاجل ولكن تم تاخيره", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-12T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-10T13:19:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3877, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "0c18ef75-c2d3-4f91-ba40-d62eed460dad", "fields": { "created_at": "2023-10-02T17:58:00Z", "updated_at": "2026-04-13T18:58:29.151Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "JUMANAH", "expected_result": "", "reference_number": "CMP-2023-10-1668", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Upon arriving at the reception, I chose to approach the receptionist. When I approached her, she responded, but then ignored me, answered her phone, and gestured for me to go to the person next to me before leaving. The security camera footage was reviewed, and the incident was observed, as the patient stated. We await further information.", "description": "Upon arriving at the reception, I chose to approach the receptionist. When I approached her, she responded, but then ignored me, answered her phone, and gestured for me to go to the person next to me before leaving. The security camera footage was reviewed, and the incident was observed, as the patient stated. We await further information.\n\n[Arabic]:\n عند وصولي للاستقبال اخترت الذهاب للبنت الموجوده وعندما ذهب قامت بالرد علي ووعندما تحدثت قامت بتجاهلي وردت على الهاتف الخاص بها واشارت بيدها روحي للي جنبي وتركت المكان . علما انه تم مراجعة الكاميرات ومشاهدة ماحدث كما ذكرت المريضه بانتظار الافادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-09T21:00:00Z", "due_at": "2023-10-04T17:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-06T21:00:00Z", "second_reminder_sent_at": "2023-11-06T21:00:00Z", "escalated_at": "2023-11-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-10-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30244958, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints", "category": " Communication", "subcategory": "Patient-staff \ncommunication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2023-10-10 00:00:00", "closed": null, "received": "2023-10-02 20:58:00", "resolved": null, "escalated": "2023-11-07 00:00:00", "first_reminder": "2023-11-07 00:00:00" }, "imported_at": "2026-04-13T21:58:29.148461", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1668", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1668 } } }, { "model": "complaints.complaint", "pk": "0c37f95c-1760-4286-848c-ab52c8c55afc", "fields": { "created_at": "2023-01-28T08:26:00Z", "updated_at": "2026-04-13T18:56:56.865Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0788-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the reception at Gate 3 and was treated unprofessionally and inappropriately by the receptionist. I waited for more than half an hour, and when I raised my concerns and inquiries, he responded unprofessionally.\n", "description": "I went to the reception at Gate 3 and was treated unprofessionally and inappropriately by the receptionist. I waited for more than half an hour, and when I raised my concerns and inquiries, he responded unprofessionally.\n\n\n[Arabic]:\nتم حضوري الى استقبال بوابھ 3 وتم التعامل بشكل غير مهني واسلوب غير لائق من قبل موظف الاستقبال حيث ان تم\nالانتظار اكثر من نصف ساعة وعند طرح ملاحظتي واستفساري قام بالرد باسلوب غير مهني", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-27T21:00:00Z", "due_at": "2023-01-30T08:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-28T21:00:00Z", "second_reminder_sent_at": "2023-01-29T21:00:00Z", "escalated_at": "2023-02-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118752, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-01-28 00:00:00", "closed": "2023-02-05 00:00:00", "received": "2023-01-28 11:26:00", "resolved": null, "escalated": "2023-02-04 00:00:00", "first_reminder": "2023-01-29 00:00:00" }, "imported_at": "2026-04-13T21:56:56.856495", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0788-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 788 } } }, { "model": "complaints.complaint", "pk": "0c429ff7-3289-4aa5-9abc-d7ca25339a70", "fields": { "created_at": "2025-09-04T09:47:00Z", "updated_at": "2026-04-13T19:02:46.752Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2025-09-4741", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's husband informs that he wants to write the surgical procedure for the insurance without the need for hospitalization.", "description": "The patient's husband informs that he wants to write the surgical procedure for the insurance without the need for hospitalization.\n\n[Arabic]:\nيفيد زوج المريضه بأنه يريد كتابة الاجراء الجراحي للتامين دون الحاجه للتنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-06T09:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-04T09:47:00Z", "explanation_received_at": "2025-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4741, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "0c8ca504-9363-45ac-bea4-e4d37fcb9001", "fields": { "created_at": "2023-01-17T15:13:00Z", "updated_at": "2026-04-13T18:56:55.302Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0813", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary is pregnant and suffers from elevated liver enzymes and gallstones, and she was referred by Obstetrics and Gynecology, not by the Internal Medicine doctor. The beneficiary wishes the referral to be from the Internal Medicine doctor only, and not counted under Obstetrics and Gynecology. It should be noted that she was informed by the hospital that the referral would be from Internal Medicine only, not Obstetrics and Gynecology. The beneficiary had not entered the ninth month as of", "description": "The beneficiary is pregnant and suffers from elevated liver enzymes and gallstones, and she was referred by Obstetrics and Gynecology, not by the Internal Medicine doctor. The beneficiary wishes the referral to be from the Internal Medicine doctor only, and not counted under Obstetrics and Gynecology. It should be noted that she was informed by the hospital that the referral would be from Internal Medicine only, not Obstetrics and Gynecology. The beneficiary had not entered the ninth month as of 2023-01-16.\n\n[Arabic]:\nالمستفيده حامل و تعاني من ارتفاع إنزيمات الكبد و حصوات في المراره وتم تحويلها من قبل نساء وولاده وليس من قبل طبيب الباطنيه والمستفيده ترغب يكون تحويل من قبل طبيب الباطنيه فقط لاتحسب من قسم النساء والولاده علما بأن تم ابلاغها من المستشفى ان تحويل سيكون من قبل الباطنيه وليس النساء والولاده والمستفيده لم تدخل الشهر التاسع بتاريخ 2023-1-16", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-16T21:00:00Z", "due_at": "2023-01-19T15:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-16T21:00:00Z", "explanation_received_at": "2023-01-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30127955, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "1.3.Quality of Care", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-01-17 00:00:00", "closed": null, "received": "2023-01-17 18:13:00", "resolved": "2023-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.297809", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0813", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 813 } } }, { "model": "complaints.complaint", "pk": "0c9baf89-96ba-4617-ad3d-8c5bbbb53550", "fields": { "created_at": "2024-03-25T17:00:00Z", "updated_at": "2026-04-13T18:59:27.935Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2319", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was given ADALAT LA 30 MG on March 7th, and every week I go to the pharmacy to get the medication, but they tell me it's unavailable and they haven't had it yet. They haven't restocked it for three weeks, which is unacceptable.", "description": "I was given ADALAT LA 30 MG on March 7th, and every week I go to the pharmacy to get the medication, but they tell me it's unavailable and they haven't had it yet. They haven't restocked it for three weeks, which is unacceptable.\n\n[Arabic]:\nقام الطبيب بصرف دواءADALAT LA 30 MG تاريخ 7 مارس وكل اسبوع آتي للصيدليه لاخذ الدواء ويخبروني بأنه غير متوفر ولم احصل على الدواء حتى الآن حيث لم يقومو بتوفير الدواء منذ 3 اسابيع وهذا غير معقول", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-24T21:00:00Z", "due_at": "2024-03-27T17:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-24T21:00:00Z", "explanation_received_at": "2024-03-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-27T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2024-03-25 00:00:00", "closed": null, "received": "2024-03-25 20:00:00", "resolved": "2024-03-28 00:00:00", "escalated": null, "first_reminder": "2024-03-26 00:00:00" }, "imported_at": "2026-04-13T21:59:27.932049", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2319", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2319 } } }, { "model": "complaints.complaint", "pk": "0cb1b2e0-41e2-470f-82ed-35dd69120d17", "fields": { "created_at": "2024-10-23T15:37:00Z", "updated_at": "2026-04-13T19:00:39.155Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3078", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was admitted to the emergency room in labor. Dr. Ward was present, but she treated her unprofessionally. After a long wait, she requested urgent medical intervention because she couldn't bear the pain, and she was willing to pay a fee. However, Dr. Ward was indifferent. Every time she came to see the patient, she was busy using her phone and ignored the patient's comments and complaints. After Dr. Hajar arrived, she requested a transfer for a cesarean section and informed us that the sit", "description": "My wife was admitted to the emergency room in labor. Dr. Ward was present, but she treated her unprofessionally. After a long wait, she requested urgent medical intervention because she couldn't bear the pain, and she was willing to pay a fee. However, Dr. Ward was indifferent. Every time she came to see the patient, she was busy using her phone and ignored the patient's comments and complaints. After Dr. Hajar arrived, she requested a transfer for a cesarean section and informed us that the situation was critical and didn't warrant waiting, contrary to what Dr. Ward had said. There was no professionalism in her handling of the situation. I request an investigation into this matter and a report on it.\n\n[Arabic]:\nتم الدخول للطوارئ في حالة ولادة وحضور الطبيبه ورد وتم التعامل مع زوجتي بطريقة غير مهنيه حيث ان المريضه بعد الانتظار الطويل طلبت التدخل الطبي السريع لعدم تحملها للالم وان كان هناك دفع رسوم لا مانع ولكن الطبيبه لم تكن مباليه وفي كل مره حضرت للمريضه تكون مشغوله بااستخدام الهاتف ولا تلقي للمريضه او لملاحظاتها وشكواها وبعد حضور الطبيبه المعالجه هاجر قامت بطلب النقل للعمليات القيصريه وابلغتنا ان الحاله خطره لاتستدعي الانتظار بعكس ماتم ذكره من قبل الطبيبه ورد لم يكن هناك اي احترافيه بالتعامل من قبلها ارجو التحقيق بالامر والافاده ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-22T21:00:00Z", "due_at": "2024-10-25T15:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-23T21:00:00Z", "second_reminder_sent_at": "2024-10-25T21:00:00Z", "escalated_at": "2024-10-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-22T21:00:00Z", "explanation_received_at": "2024-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30034582, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-23 00:00:00", "closed": null, "received": "2024-10-23 18:37:00", "resolved": "2024-10-28 00:00:00", "escalated": "2024-10-27 00:00:00", "first_reminder": "2024-10-24 00:00:00" }, "imported_at": "2026-04-13T22:00:39.152432", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3078", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3078 } } }, { "model": "complaints.complaint", "pk": "0d0679ca-26aa-466d-8106-4c3497367772", "fields": { "created_at": "2024-03-02T14:05:00Z", "updated_at": "2026-04-13T18:59:25.397Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2246", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I visit my mom in I.C.U at 6 a.m. I found her suffer from cold and strong headache with vomiting with 2 nurses sitting around her doing nothing! I asked her when you start feel cold, she said since night and asked them to bring me blanket but no one bring it yet!! I left after telling the doctor and I came again at 8 P.m. and I found her suffer again of the same situation and no one of nurses helps her or inform the doctor about that\n", "description": "When I visit my mom in I.C.U at 6 a.m. I found her suffer from cold and strong headache with vomiting with 2 nurses sitting around her doing nothing! I asked her when you start feel cold, she said since night and asked them to bring me blanket but no one bring it yet!! I left after telling the doctor and I came again at 8 P.m. and I found her suffer again of the same situation and no one of nurses helps her or inform the doctor about that\n\n\n[Arabic]:\nعندما زرت والدتي في العناية المركزة الساعة السادسة صباحًا، وجدتها تعاني من نزلة برد وصداع شديد مع قيء، وكانت ممرضتان تجلسان حولها دون أن تفعلا شيئًا! سألتها متى بدأت تشعر بالبرد، فقالت منذ الليل، وطلبت منهما إحضار بطانية، لكن لم يحضرها أحد! غادرت بعد إخبار الطبيب، ثم عدت الساعة الثامنة مساءً، فوجدتها تعاني من نفس الحالة، ولم تساعدها أي من الممرضات أو تُبلغ الطبيب بذلك.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-01T21:00:00Z", "due_at": "2024-03-04T14:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-01T21:00:00Z", "explanation_received_at": "2024-03-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-05T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30116435, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-03-02 00:00:00", "closed": null, "received": "2024-03-02 17:05:00", "resolved": "2024-03-06 00:00:00", "escalated": null, "first_reminder": "2024-03-04 00:00:00" }, "imported_at": "2026-04-13T21:59:25.390285", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2246", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 2246 } } }, { "model": "complaints.complaint", "pk": "0d22079f-982d-480c-920b-dc11d4745d0c", "fields": { "created_at": "2025-04-22T08:46:00Z", "updated_at": "2026-04-13T19:01:48.361Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التمريض", "expected_result": "", "reference_number": "CMP-2025-04-4062", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient mistreatment", "description": "Patient mistreatment\n\n[Arabic]:\nسوء التعامل", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-24T08:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-22T08:46:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4062, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "0d244ed1-7461-4cc3-a7b0-e3eab37aca7a", "fields": { "created_at": "2023-02-11T11:08:00Z", "updated_at": "2026-04-13T18:57:06.033Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0891", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 11 feb 2023, my daughter was admitted, she had fever and vomiting and from 4 to 7 no one from\n. the nurses response to me when i called them. also they was delay", "description": "On 11 feb 2023, my daughter was admitted, she had fever and vomiting and from 4 to 7 no one from\n. the nurses response to me when i called them. also they was delay\n\n[Arabic]:\nفي 11 فبراير 2023، تم إدخال ابنتي إلى المستشفى، وكانت تعاني من الحمى والقيء، ومن الساعة 4 إلى 7 لم يستجب لي أحد من الممرضات عندما اتصلت بهن. كما كان هناك تأخير.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-10T21:00:00Z", "due_at": "2023-02-13T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-11T21:00:00Z", "second_reminder_sent_at": "2023-02-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-10T21:00:00Z", "explanation_received_at": "2023-02-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1169619, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-02-11 00:00:00", "closed": null, "received": "2023-02-11 14:08:00", "resolved": "2023-02-15 00:00:00", "escalated": null, "first_reminder": "2023-02-12 00:00:00" }, "imported_at": "2026-04-13T21:57:06.030391", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0891", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 891 } } }, { "model": "complaints.complaint", "pk": "0d2ae14e-48c7-4671-ba3f-a41d8f344186", "fields": { "created_at": "2025-10-20T13:10:00Z", "updated_at": "2026-04-13T19:03:02.670Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "HANAA MOHAMED MOHAMED SONBOL", "expected_result": "", "reference_number": "CMP-2025-10-5113", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المراجعه بانه كان تعامل الطبيبه معها غير مهني ولم يتم ازالة جميع الخيوط بعد الولاده ", "description": "تفيد المراجعه بانه كان تعامل الطبيبه معها غير مهني ولم يتم ازالة جميع الخيوط بعد الولاده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-22T13:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-20T13:10:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5113, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "0d3f9420-038b-4415-9f99-7d4c16a95d48", "fields": { "created_at": "2023-09-28T17:27:00Z", "updated_at": "2026-04-13T18:58:21.368Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1664", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The baby was delivered in an emergency situation, and the delivery costs were covered by the Ministry. Yesterday, the doctor informed them that the baby would be discharged today as his condition was stable and healthy. However, the following day, the doctor informed them that tests would be conducted because the baby's head size was abnormal (tests costing 13,000 [currency unspecified], which they were asked to pay in cash). The baby's father states that the doctor's diagnosis differs from the ", "description": "The baby was delivered in an emergency situation, and the delivery costs were covered by the Ministry. Yesterday, the doctor informed them that the baby would be discharged today as his condition was stable and healthy. However, the following day, the doctor informed them that tests would be conducted because the baby's head size was abnormal (tests costing 13,000 [currency unspecified], which they were asked to pay in cash). The baby's father states that the doctor's diagnosis differs from the doctor's diagnosis yesterday and requests an urgent investigation into the matter.\n\n[Arabic]:\nتم ولاده المراجعه بحاله طارئه وتم تغطية تكلفية الولاده من الوزراه وامس االطبيبه افادتهم سيتم كتابه خروج اليوم حالة الطفل مستقر وسليم و لكن باليوم التالي افادهم الطبيب انه سيتم اجراء تحاليل لا ن حجم راس الطفل غير طبيعي ( تحاليل بقيمة 13 الف تم طلب دفعها كاش ) وغيرها والد الطفل يفيد انه تشخيص تم الطبيب مختلف عن تشخيص الطبيبه بالامس ويرغب بالتحقيق في الامر بشكل عاجل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-01T21:00:00Z", "due_at": "2023-09-30T17:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-01T21:00:00Z", "explanation_received_at": "2024-06-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30291103, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-10-02 00:00:00", "closed": null, "received": "2023-09-28 20:27:00", "resolved": "2024-06-12 00:00:00", "escalated": null, "first_reminder": "2023-10-03 00:00:00" }, "imported_at": "2026-04-13T21:58:21.365754", "satisfaction": "Total Complaints", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1664", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 1664 } } }, { "model": "complaints.complaint", "pk": "0d434669-fe35-48c3-a7a4-31e334e382cf", "fields": { "created_at": "2022-10-10T10:39:00Z", "updated_at": "2026-04-13T18:56:18.193Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ALMANASEER ", "expected_result": "", "reference_number": "CMP-2022-10-0360-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child's condition was not fully explained by the doctor, who told me to research and read about his illness, and also did not clarify the treatment plan.", "description": "My child's condition was not fully explained by the doctor, who told me to research and read about his illness, and also did not clarify the treatment plan.\n\n[Arabic]:\nلم يتم توضيح حالة طفلي بشكل كامل من قبل الطبيب حيث اخبرني بالبحث والقراءة عن مرضه بالاضافة الى عدم توضيح الخطة العلاجيه من قبله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-09T21:00:00Z", "due_at": "2022-10-12T10:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-10T21:00:00Z", "second_reminder_sent_at": "2022-10-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-09T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219377, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2022-10-10 00:00:00", "closed": null, "received": "2022-10-10 13:39:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": "2022-10-11 00:00:00" }, "imported_at": "2026-04-13T21:56:18.189417", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0360-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 360 } } }, { "model": "complaints.complaint", "pk": "0d5d5223-071f-4797-a4de-cf96e7564588", "fields": { "created_at": "2024-12-28T05:37:00Z", "updated_at": "2026-04-13T19:01:02.395Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ALAWAJI", "expected_result": "", "reference_number": "CMP-2024-12-3326", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father is over eighty years old, and when we came to do the analysis, the receptionist asked us to come for the analysis, and the employee, Al-Awaji, did not act professionally... This action only indicates a lack of awareness of the rights of the elderly, especially since the state has issued explanatory instructions for them and that they have priority... We did not ask to go ahead of anyone, but rather one of the receptionists was kind in appreciation of my father and his old age and asked", "description": "My father is over eighty years old, and when we came to do the analysis, the receptionist asked us to come for the analysis, and the employee, Al-Awaji, did not act professionally... This action only indicates a lack of awareness of the rights of the elderly, especially since the state has issued explanatory instructions for them and that they have priority... We did not ask to go ahead of anyone, but rather one of the receptionists was kind in appreciation of my father and his old age and asked us to come, but this man spoke rudely in front of the employees.\n\n[Arabic]:\nوالدي تجاوز الثمانين من عمره وعند قدومنا لعمل التحليل\nطلب موظف الاستقبال منا القدوم لعمل التحليل وإذ بالموظف العواجي لم يتصرف بشكل مهني ... وان دل هذا الفعل إلا على عدم وجود توعيه بحقوق كبار السن لاسيما وان الدولة أسنت تعليمات توضيحيه لهم وان لهم الاولويه .. ولم نطلب نحن ان نتقدم على احد بل تكرم احد موظفي الاستقبال تقديراً لوالدي وكبر سنه وطلب منا القدوم إلا بهذا الرجل يتلفظ بجلافة امام مرأى الموظفين .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 92, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-10T21:00:00Z", "due_at": "2024-12-30T05:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-16T21:00:00Z", "second_reminder_sent_at": "2024-12-16T21:00:00Z", "escalated_at": "2024-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-10T21:00:00Z", "explanation_received_at": "2024-12-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30289461, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Administrative Policies and\nProcedures", "classification": "Facility guidelines compliance" }, "timeline": { "sent": "2024-12-11 00:00:00", "closed": null, "received": "2024-12-28 08:37:00", "resolved": null, "escalated": "2024-12-17 00:00:00", "first_reminder": "2024-12-17 00:00:00" }, "imported_at": "2026-04-13T22:01:02.391294", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3326", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال المختبر", "main": "الإداري" }, "original_complaint_num": 3326 } } }, { "model": "complaints.complaint", "pk": "0d6dc76f-a0e7-4a4d-8f8f-2fbb0dbca601", "fields": { "created_at": "2025-09-09T07:43:00Z", "updated_at": "2026-04-13T19:02:47.460Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4792", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had surgery at the hospital, and immediately afterward, I asked the doctor for details about what happened during the procedure, particularly whether the cartilage had been sutured. The doctor told me he didn't have this information and that he wasn't responsible for the details of the procedure. He also stated that the procedure had been unjustifiably delayed.\n\nAfter leaving the surgery at 6:30 p.m., I didn't see any other doctors. My post-operative experience was difficult. I felt severe pai", "description": "I had surgery at the hospital, and immediately afterward, I asked the doctor for details about what happened during the procedure, particularly whether the cartilage had been sutured. The doctor told me he didn't have this information and that he wasn't responsible for the details of the procedure. He also stated that the procedure had been unjustifiably delayed.\n\nAfter leaving the surgery at 6:30 p.m., I didn't see any other doctors. My post-operative experience was difficult. I felt severe pain from my full bladder, and I wasn't sure if this was normal. I tried to seek help the next morning and continued to wait, but the pain persisted. Furthermore, no one was available at that time, and things remained the same without intervention.\n\nI called the nurse and asked her to call the doctor, but no doctor had arrived since 6:30 p.m. Finally, I contacted the patient relations department, followed by the social worker and then the doctor.\n\n[Arabic]:\nلقد أجريت عملية في المستشفى، وبعد العملية مباشرةً، سألت الطبيب عن التفاصيل المتعلقة بما حدث خلال العملية، خاصة فيما يتعلق بما إذا كان قد تم خياطة الغضروف. لكن الطبيب أخبرني أنه ليس لديه هذه المعلومات وأنه ليس هو المسؤول عن التفاصيل الخاصة بالعملية، كما ذكر أن العملية تأخرت بشكل غير مبرر.\nبعد خروجي من العملية الساعة 6:30 مساءً، لم ألتقِ بأي طبيب آخر. وكان شعوري بعد العملية صعباً، حيث شعرت بألم شديد نتيجة امتلاء المثانة ولم أكن أعرف إذا كان ذلك طبيعيًا أم لا. حاولت طلب المساعدة صباح اليوم التالي، وواصلت الانتظار، ولكن الألم استمر. كما أنه لم يكن هناك أي عزاز متاح في تلك اللحظة، وكانت الأمور لا تزال كما هي دون أي تدخل.\nفاتصلت بالممرضة وطلبت منها استدعاء الطبيب، ولكن لم يحضر أي طبيب منذ الساعة 6:30 مساءً. في النهاية، تواصلت مع إدارة علاقات المرضى، ثم جاءت الأخصائية الاجتماعية وبعدها الطبيب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-11T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-09T07:43:00Z", "explanation_received_at": "2025-09-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4792, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "0d941282-6f2c-4d10-b43f-67babbfa4b19", "fields": { "created_at": "2023-12-03T18:11:00Z", "updated_at": "2026-04-13T18:58:53.491Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1917", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was taken to the emergency room and his condition was critical (oxygen deficiency), but he was not admitted due to the lack of available beds.", "description": "The child was taken to the emergency room and his condition was critical (oxygen deficiency), but he was not admitted due to the lack of available beds.\n\n[Arabic]:\nتم التوجهه الى الطوارى وكانت حالة الطفل طارئه ( نقص اكسجين ) ولم يتم استقبال الحالة لعدم توفر سرير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-02T21:00:00Z", "due_at": "2023-12-05T18:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-02T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302354, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.6.Resources", "classification": "3.6.5.Unavailable Beds" }, "timeline": { "sent": "2023-12-03 00:00:00", "closed": null, "received": "2023-12-03 21:11:00", "resolved": "2023-12-04 00:00:00", "escalated": null, "first_reminder": "2023-12-04 00:00:00" }, "imported_at": "2026-04-13T21:58:53.489093", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1917", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1917 } } }, { "model": "complaints.complaint", "pk": "0d997d42-554e-4dac-851e-da70f7d695c3", "fields": { "created_at": "2022-12-15T16:34:00Z", "updated_at": "2026-04-13T18:56:44.175Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0684", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 4, 2022, my mother went to the eye clinic to have a hair removed from her eye, where unnecessary tests were performed and approximately 3,000 was taken from the insurance credit limit.", "description": "On December 4, 2022, my mother went to the eye clinic to have a hair removed from her eye, where unnecessary tests were performed and approximately 3,000 was taken from the insurance credit limit.\n\n[Arabic]:\nبتاريخ 4 ديسمبر 2022م تم حضور الوالدة الى عيادة العيون لإزالة شعره بالعين حيث تم عمل فحوصات لا حاجة لها وتم اخذ ما يقارب 3 الاف من الحد الائتماني للتأمين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-14T21:00:00Z", "due_at": "2022-12-17T16:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-14T21:00:00Z", "explanation_received_at": "2022-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30112874, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-12-15 00:00:00", "closed": null, "received": "2022-12-15 19:34:00", "resolved": "2022-12-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.171182", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0684", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 684 } } }, { "model": "complaints.complaint", "pk": "0db720f7-7f45-476c-9268-1d3eead57292", "fields": { "created_at": "2025-02-08T10:05:00Z", "updated_at": "2026-04-13T19:01:24.280Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3680", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a lack of coordination between the doctors and the admission department, as there is conflicting information from the doctors regarding the necessary equipment for treatment and changes in the treatment plan without sufficient explanation. There should have been clear coordination between the doctors and the social workers to ensure a clear treatment plan. Additionally, there has been a delay in response from the social worker, despite your repeated attempts to contact them.", "description": "There is a lack of coordination between the doctors and the admission department, as there is conflicting information from the doctors regarding the necessary equipment for treatment and changes in the treatment plan without sufficient explanation. There should have been clear coordination between the doctors and the social workers to ensure a clear treatment plan. Additionally, there has been a delay in response from the social worker, despite your repeated attempts to contact them.\n\n[Arabic]:\nبالاضافه الى تأخير في تقديم العلاج هناك تأخير في تقديم العلاج والأجهزة المطلوبة (مثل جهاز التنفس) والتي تمت الموافقة عليه لا يوجد وضوح حول اسباب في تأخير توفير الأجهزة الطبية مما يسبب حالة من القلق للمريضه وذويه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T10:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T10:05:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3680, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "0dbd8ba6-1296-46a5-bde8-7abc73781c61", "fields": { "created_at": "2024-09-26T13:24:00Z", "updated_at": "2026-04-13T19:00:28.878Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2961", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a lack of concern for the patient's psychological state and her questions about the cesarean section, as it was her first operation and we were apprehensive. It was natural for us to ask and inquire, but the doctor's manner of responding was unprofessional, and she did not give us the required attention or reassure the patient and her family of their concerns and questions.", "description": "There was a lack of concern for the patient's psychological state and her questions about the cesarean section, as it was her first operation and we were apprehensive. It was natural for us to ask and inquire, but the doctor's manner of responding was unprofessional, and she did not give us the required attention or reassure the patient and her family of their concerns and questions.\n\n[Arabic]:\nكان هناك لا مبالاه لحالة المريضة النفسية و اسئلتها عن العملية القيصرية حيث انها اول عملية لها وكنا متخوفين وكان من الطبيعي ان نسأل و نستفسر لكن كان اسلوب الدكتورة في الرد كان غير مهني ولم تعرنا الاهتمام المطلوب او تطمئن مخاوف واسئلة المريض وذويه .... ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-25T21:00:00Z", "due_at": "2024-09-28T13:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30316558, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.3. Not having enough knowledge regarding the patient condition" }, "timeline": { "sent": "2024-09-26 00:00:00", "closed": null, "received": "2024-09-26 16:24:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.869737", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2961", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2961 } } }, { "model": "complaints.complaint", "pk": "0dcd102c-e62b-41dd-bf37-059aaff9924b", "fields": { "created_at": "2023-03-06T15:19:00Z", "updated_at": "2026-04-13T18:57:16.871Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0981-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted on 2/21/2023 (birth case) and I was informed by the emergency department that there were no outstanding payments except for 5000 riyals. Upon leaving the hospital, I was surprised to find outstanding amounts of money in addition to the amount that had been paid, which led to my dissatisfaction and filing a complaint.", "description": "I was admitted on 2/21/2023 (birth case) and I was informed by the emergency department that there were no outstanding payments except for 5000 riyals. Upon leaving the hospital, I was surprised to find outstanding amounts of money in addition to the amount that had been paid, which led to my dissatisfaction and filing a complaint.\n\n[Arabic]:\nتم تنويمي بتاريخ 21/2/2023 (حالة ولادة) وتم افادتي من قبل قسم الطوارى انه ليس هناك اي مستحقات لدفعها سوا 5000 ريال ، وعند الخروج من التنويم اتفاجاء بوجود مبالغ مالية مستحقه اضافة الى المبلغ الذي تم دفعه مما ادى الى استيائي ورفع شكوى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-12T21:00:00Z", "due_at": "2023-03-08T15:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-12T21:00:00Z", "explanation_received_at": "2023-03-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221699, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\n Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-03-13 00:00:00", "closed": null, "received": "2023-03-06 18:19:00", "resolved": "2023-03-18 00:00:00", "escalated": null, "first_reminder": "2023-03-18 00:00:00" }, "imported_at": "2026-04-13T21:57:16.867522", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0981-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 981 } } }, { "model": "complaints.complaint", "pk": "0e0b39f8-f25e-4373-aea5-41660ac7194b", "fields": { "created_at": "2024-05-29T16:28:00Z", "updated_at": "2026-04-13T18:59:48.690Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Subhi Mahmood Subhi Nassar", "expected_result": "", "reference_number": "CMP-2024-05-2530", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived on time for my appointment; however, I was delayed by only three minutes due to waiting at the reception desk. Despite this, the doctor refused to see me.\n\nPlease note that my health condition was extremely poor at the time. I attempted to speak with him and explain my situation, but his manner was very inappropriate. He refused to communicate and sarcastically told me to go ahead and file a complaint against him.", "description": "I arrived on time for my appointment; however, I was delayed by only three minutes due to waiting at the reception desk. Despite this, the doctor refused to see me.\n\nPlease note that my health condition was extremely poor at the time. I attempted to speak with him and explain my situation, but his manner was very inappropriate. He refused to communicate and sarcastically told me to go ahead and file a complaint against him.\n\n[Arabic]:\nوصلت بالموعد المناسب وتم تاخيري ٣ دقائق بسبب الدور عند موظفة الاستقبال ورفض الدكتور استقبالي\nعلما بان حالتي الصحيه كانت سيئة للغاية، حاولت التواصل معه بسبب حالتي و كان اسلوبه جدا غير لائق و رفض\nان يتكلم و طلب مني ان اشتكي عليه بداعي السخرية ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-29T21:00:00Z", "due_at": "2024-05-31T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-29T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-06-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30253995, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-05-30 00:00:00", "closed": null, "received": "2024-05-29 19:28:00", "resolved": "2024-06-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.687884", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2530", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2530 } } }, { "model": "complaints.complaint", "pk": "0e137a9b-eff1-4dbc-8112-b3aabbdb763b", "fields": { "created_at": "2025-06-05T10:16:00Z", "updated_at": "2026-04-13T19:02:09.758Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-06-4262", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient has reported that financial amounts were requested from him to cover medications and tests, despite being fully covered by the Ministry of Health.", "description": "The patient has reported that financial amounts were requested from him to cover medications and tests, despite being fully covered by the Ministry of Health.\n\n[Arabic]:\nتم طلب مبالغ مالية من قبله لتغطية الأدوية والتحاليل، رغم أنه تم تغطيته بالكامل من قبل وزارة الصحة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-07T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-05T10:16:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4262, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "0e1db6fb-d9f4-4ccf-a863-d2db0a3e16fc", "fields": { "created_at": "2022-12-21T13:44:00Z", "updated_at": "2026-04-13T18:56:45.234Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12524-MAI ABDELNASR ELBORI ", "expected_result": "", "reference_number": "CMP-2022-12-0702", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child was tested without informing the child's father.", "description": "My child was tested without informing the child's father.\n\n[Arabic]:\nتم عمل تحليل لطفلي بدون ابلاغ والد الطفل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-20T21:00:00Z", "due_at": "2022-12-23T13:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-20T21:00:00Z", "explanation_received_at": "2022-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-20T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1798171, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2022-12-21 00:00:00", "closed": null, "received": "2022-12-21 16:44:00", "resolved": "2022-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.226008", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0702", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 702 } } }, { "model": "complaints.complaint", "pk": "0e923c2f-db4b-42e8-a93d-291f460dba8b", "fields": { "created_at": "2024-04-18T16:39:00Z", "updated_at": "2026-04-13T18:59:37.137Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad A. Aldosary", "expected_result": "", "reference_number": "CMP-2024-04-2375", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "The doctor has an arrogant attitude in his manner and dealings, is always late for his appointments, and cancels appointments without consideration for his patients. He does not give the patient enough time for diagnosis and discussion. I have been visiting Al Hammadi Hospital for over 6 years in various departments, and thankfully, all the doctors have been competent, respectful, and skilled, which is why I choose Al Hammadi Hospital for my and my family's medical needs. However, this particula", "description": "The doctor has an arrogant attitude in his manner and dealings, is always late for his appointments, and cancels appointments without consideration for his patients. He does not give the patient enough time for diagnosis and discussion. I have been visiting Al Hammadi Hospital for over 6 years in various departments, and thankfully, all the doctors have been competent, respectful, and skilled, which is why I choose Al Hammadi Hospital for my and my family's medical needs. However, this particular doctor does not reflect the correct image. I await your response to my complaint.\n\n\n[Arabic]:\nطبيب متعالي في اسلوبه وتعامله، متأخر دائماً في الحضور لمواعيده، يقوم بالغاء المواعيد دون مراعاة لمرضاه.\nلايعطي المريض الوقت الكافي للتشخيص والتحدث علما اني اراجع مع مستشفى الحمادي منذ اكثر من ٦ سنوات وفي اكثر من قسم والحمدالله الاطباء جميعاً على كفاءة وخلق ومهارة وهذا مايجعلني اختار مستشفى الحمادي لمراجعاتي واسرتي، فيما عدا هذا الطبيب الذي لا يعكس الصورة الصحيحة بانتظار ردكم على الشكوى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-30T21:00:00Z", "due_at": "2024-04-20T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-01T21:00:00Z", "second_reminder_sent_at": "2024-05-04T21:00:00Z", "escalated_at": "2024-05-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30030972, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2024-05-01 00:00:00", "closed": null, "received": "2024-04-18 19:39:00", "resolved": null, "escalated": "2024-05-05 00:00:00", "first_reminder": "2024-05-02 00:00:00" }, "imported_at": "2026-04-13T21:59:37.131922", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2375", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2375 } } }, { "model": "complaints.complaint", "pk": "0ec4de94-ab4f-4158-a6ff-1f5faee65f44", "fields": { "created_at": "2025-04-23T06:36:00Z", "updated_at": "2026-04-13T19:01:48.449Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4066", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Issuing a different sick leave", "description": "Issuing a different sick leave\n\n[Arabic]:\nتم اصدار اجازة مرضية في منصة صحتي مختلف التاريخ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-25T06:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-23T06:36:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4066, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "0ec80c38-fa90-4190-9642-3779a4d7542b", "fields": { "created_at": "2025-03-20T20:32:00Z", "updated_at": "2026-04-13T19:01:36.584Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3927", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's son complains about the decision to insert the laryngeal breathing device for the patient, questioning the medical justification for the procedure and the blood test readings before and after the procedure.", "description": "The patient's son complains about the decision to insert the laryngeal breathing device for the patient, questioning the medical justification for the procedure and the blood test readings before and after the procedure.\n\n[Arabic]:\nيشتكي ابن المريضة من قرار تركيب جهاز التنفس الحنجري للمريضة ومن صحة الدواعي الطبية لهذا الاجراء وقراءات تحاليل الدم قبل وبعد الاجراء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-22T20:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-20T20:32:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3927, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "0f4a84fd-4aed-4e99-be44-f077c385f5d1", "fields": { "created_at": "2025-11-30T13:32:00Z", "updated_at": "2026-04-13T19:03:14.989Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5386", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Visible bruises and inflammation caused by the dressing being pulled on the patient's hand.\"", "description": "\"Visible bruises and inflammation caused by the dressing being pulled on the patient's hand.\"\n\n[Arabic]:\nكدمات واضحه والتهاب اثر شد الشاش على يد المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-02T13:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-30T13:32:00Z", "explanation_received_at": "2025-11-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5386, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "0fc18395-9285-4d98-bc8c-ff00855e6577", "fields": { "created_at": "2024-10-30T18:19:00Z", "updated_at": "2026-04-13T19:00:39.855Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3102", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I paid for the examination, but the receptionist didn't inform me that the technician wasn't available. After waiting, I went to the technician, who stated that she couldn't provide the service that day because her shift had ended, even though I paid before the technician's shift ended. I have a work assignment and need to travel outside Riyadh; the delay in diagnosing my dizziness issue could hinder me from completing my assignment or even cause me harm at work.", "description": "I paid for the examination, but the receptionist didn't inform me that the technician wasn't available. After waiting, I went to the technician, who stated that she couldn't provide the service that day because her shift had ended, even though I paid before the technician's shift ended. I have a work assignment and need to travel outside Riyadh; the delay in diagnosing my dizziness issue could hinder me from completing my assignment or even cause me harm at work.\n\n[Arabic]:\nتم دفع فاتورة للفحص ولم يتم الابلاغ من قبل موظف الاستقبال بعدم تواجد الموظفه ، وعند التوجه للمختصة بعد الانتظار افادت بعدم امكانية تنفيذ الخدمة اليوم بسبب انتهاء وقت عملها مع العلم تم دفع الفاتورة قبل انتهاء فترة الدوام للموظف لدي مهمة عمل و مظطر للسفر خارج الرياض ، قد يعيق تأخير التشخيص بالفحص لمشكلة الدوار على اتماممهمتي او قد يسبب لي ضرر بالعمل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-30T21:00:00Z", "due_at": "2024-11-01T18:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-01T21:00:00Z", "second_reminder_sent_at": "2024-11-01T21:00:00Z", "escalated_at": "2024-11-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-30T21:00:00Z", "explanation_received_at": "2024-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30051586, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2024-10-31 00:00:00", "closed": null, "received": "2024-10-30 21:19:00", "resolved": "2024-11-02 00:00:00", "escalated": "2024-11-02 00:00:00", "first_reminder": "2024-11-02 00:00:00" }, "imported_at": "2026-04-13T22:00:39.851153", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3102", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3102 } } }, { "model": "complaints.complaint", "pk": "0fc5a73b-173e-4154-a3cf-f8d8dbef5a81", "fields": { "created_at": "2023-09-07T15:44:00Z", "updated_at": "2026-04-13T18:58:18.676Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1584", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " A patient was admitted using my insurance on 06/14/2023, underwent tests and received medication, and on 08/16/2023, using my insurance belonging to Malath Company, without verifying the patient's identity.", "description": " A patient was admitted using my insurance on 06/14/2023, underwent tests and received medication, and on 08/16/2023, using my insurance belonging to Malath Company, without verifying the patient's identity.\n\n[Arabic]:\nتم دخول مريضة باستخدام تأميني في تاريخ 14\\06\\2023 و عمل تحاليل وصرف أدوية و بتاريخ 16\\08\\2023 باستخدام تأميني التابع لشركة ملاذ دون التأكد من هوية المريضة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-08T21:00:00Z", "due_at": "2023-09-09T15:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-08T21:00:00Z", "explanation_received_at": "2023-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-09-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20337981, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-09-09 00:00:00", "closed": " ", "received": "2023-09-07 18:44:00", "resolved": "2023-09-12 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.667703", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1584", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1584 } } }, { "model": "complaints.complaint", "pk": "0fdb8045-a89b-4433-bbb5-4f091ece56cb", "fields": { "created_at": "2025-10-18T10:14:00Z", "updated_at": "2026-04-13T19:03:02.147Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr AHMED ADNAN TURKISTANI", "expected_result": "", "reference_number": "CMP-2025-10-5101", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding the unjustified delay and procrastination in the placement of my dental implants, which the doctor has been following up on since the beginning of the year. I was experiencing a problem with my previous implant, and after an examination, I was asked to undergo gum surgery, which I successfully completed. The procedure has now been going on for five months.\n\nI began taking measurements with the doctor in September, and to date, nothing has been installed", "description": "I would like to file a complaint regarding the unjustified delay and procrastination in the placement of my dental implants, which the doctor has been following up on since the beginning of the year. I was experiencing a problem with my previous implant, and after an examination, I was asked to undergo gum surgery, which I successfully completed. The procedure has now been going on for five months.\n\nI began taking measurements with the doctor in September, and to date, nothing has been installed. The appointment is being postponed weekly without any real progress. I previously explained to the doctor that I had an important surgery scheduled for October 27, and that it was essential to complete the implants before that date.\n\nUnfortunately, the upper measurements have not yet been placed, and the lower measurements have not even been taken. It has been nearly two months and we are still only in the measurement phase, which is illogical.\n\nPlease refer to my medical file. You will find the dates of my visits and all the appointments that have been repeatedly postponed, as well as the conversations I had with the coordinators and the doctor, which demonstrate the repeated postponements without any clear justification.\n\nI had an appointment for October 11th, then it was postponed to October 13th, and then postponed again on the scheduled day. When I arrived for the appointment, they informed me that the doctor hadn't seen the implants yet, and that the representative hadn't arrived yet. I waited for an hour. After the representative arrived and examined the implants, the doctor told me that they needed adjustments, so they hadn't been installed, even though he hadn't seen them before.\n\nWe then agreed to have the implants installed before Saturday, October 18th. I tried to contact you, but received no response. When I arrived at the hospital today, I was surprised to find that the doctor was on vacation and wouldn't return until October 22nd, despite a prior agreement between us.\n\nTherefore, I demand a full refund due to the continuous delays and procrastination on your part, which have continued for more than two months, without any progress or results. All the postponements were solely your fault.\n\nI am attaching just one copy of the conversations that confirm the validity of what I stated. I hope you will consider my complaint and take the necessary action, including a full refund of the amount paid.\n\n[Arabic]:\nأود أن أقدم شكوى بخصوص تأخير ومماطلة غير مبررة في تركيب التركيبات السنية الخاصة بي، والتي تتابع حالتي بشأنها مع الدكتور منذ بداية العام. كنت أعاني من مشكلة في التركيبة السابقة، وبعد المعاينة طُلب مني إجراء عملية في اللثة، والتي أنهيتها بنجاح، وقد مر على العملية حتى الآن خمسة أشهر.\n\nبدأت إجراءات القياسات مع الدكتور منذ شهر سبتمبر، وحتى اليوم لم يتم تركيب أي شيء، بل يتم تأجيل الموعد بشكل أسبوعي دون أي تقدم فعلي. وقد أوضحت مسبقاً للدكتور أن لدي موعد عملية مهم بتاريخ 27 أكتوبر، ومن الضروري الانتهاء من تركيب التركيبات قبل هذا التاريخ.\n\nومع الأسف، حتى الآن لم تُركب القياسات العلوية، أما السفلية فلم يتم أخذها من الأساس. وقد مر ما يقارب شهرين ونحن ما زلنا في مرحلة القياسات فقط، وهذا أمر غير منطقي.\n\nأرجو منكم الرجوع إلى ملفي الطبي، وستجدون تواريخ زياراتي وجميع المواعيد التي تم تأجيلها باستمرار، بالإضافة إلى المحادثات التي تمت بيني وبين المنسقين والدكتور، والتي تثبت التأجيل المتكرر دون أي مبرر واضح.\n\nكان لدي موعد بتاريخ 11 أكتوبر، ثم تم تأجيله إلى 13 أكتوبر، ثم تأجل مجدداً في اليوم المحدد، حيث حضرت إلى الموعد وأبلغوني أن الدكتور لم يُشاهد التركيبات بعد، وأن المندوب لم يصل بعد، فانتظرت لمدة ساعة، وبعد وصول المندوب وفحص التركيبات، أخبرني الدكتور أنها تحتاج إلى تعديلات، ولذلك لم يتم تركيبها، رغم أنه لم يعاينها سابقاً.\n\nاتفقنا بعدها على تركيب التركيبات قبل يوم السبت 18 أكتوبر، وحاولت التواصل معكم دون أي رد، وعندما حضرت اليوم إلى المستشفى، تفاجأت بأن الدكتور في إجازة ولن يعود إلا بتاريخ 22 أكتوبر، رغم وجود اتفاق مسبق بيننا.\n\nلذلك، أطالب باسترجاع المبلغ كاملاً نظراً للتأخير والمماطلة المستمرة من طرفكم والتي استمرت لأكثر من شهرين، دون أي تقدم أو نتيجة، وكل التأجيلات كانت من جانبكم فقط.\n\nأرفق لكم صورة واحدة فقط من المحادثات التي تؤكد صحة ما ذكرته، وأرجو منكم النظر في شكواي واتخاذ ما يلزم من إجراءات، بما في ذلك إرجاع كامل المبلغ المدفوع", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-20T10:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-18T10:14:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5101, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "0fdf014a-dd2f-4f56-b0ab-fc42b17d1282", "fields": { "created_at": "2025-01-13T16:45:00Z", "updated_at": "2026-04-13T19:01:12.571Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. سيف النصر", "expected_result": "", "reference_number": "CMP-2025-01-3522", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was diagnosed and allowed to leave by the emergency doctors during her last visit to Al-Hamadi Hospital. After her discharge, her health condition deteriorated, and she was informed of the need for surgery by another hospital.", "description": "The patient was diagnosed and allowed to leave by the emergency doctors during her last visit to Al-Hamadi Hospital. After her discharge, her health condition deteriorated, and she was informed of the need for surgery by another hospital.\n\n[Arabic]:\nتم تدهور حالة المريضه وابلاغها بضرورة اجراء عمليه من قبل مستشفى اخر بعد التشخيص و السماح لها بالخروج في اخر زياره لها لدى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T16:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-01-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T16:45:00Z", "explanation_received_at": "2025-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3522, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "10490739-09f8-420b-9fa3-c261f0184522", "fields": { "created_at": "2025-02-10T14:42:00Z", "updated_at": "2026-04-13T19:01:24.772Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التقارير الطبية ", "expected_result": "", "reference_number": "CMP-2025-02-3704", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the employee attitude towards the patient ", "description": "the employee attitude towards the patient \n\n[Arabic]:\nاسلوب الموظف تجاه المراجع ولم يتم خدمته وتم توجيهه لموظفة اخرى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-12T14:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-10T14:42:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3704, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "104da3ec-b12c-43f4-8334-f9fa1fb93c69", "fields": { "created_at": "2025-07-07T13:00:00Z", "updated_at": "2026-04-13T19:02:22.702Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم النظافة", "expected_result": "", "reference_number": "CMP-2025-07-4428", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a lack of regular cleaning of the room, which led to my slipping, and a failure to change the bed sheets regularly, in addition to the poor cleanliness of the bathroom.", "description": "There is a lack of regular cleaning of the room, which led to my slipping, and a failure to change the bed sheets regularly, in addition to the poor cleanliness of the bathroom.\n\n[Arabic]:\nيوجد تقصير في تنظيف الغرفة بشكل دوري مما ادى الى انزلاقي ، وعدم الالتزام بتبديل مفارش السرير بانتظام، بالإضافة إلى سوء نظافة دورة المياه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-09T13:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-07T13:00:00Z", "explanation_received_at": "2025-07-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4428, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "107de3be-3d7a-4594-bfea-06b458c305d2", "fields": { "created_at": "2023-03-07T13:11:00Z", "updated_at": "2026-04-13T18:57:16.656Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2023-03-0976", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "On March 5, 2023, I went to Dr. Daad's clinic to explain my health condition. Earlier that same day, I had gone to the emergency room due to my menstrual period. At the same time, I took sick leave because of my illness, but the doctor treated me inappropriately and shouted at me, saying, “I won’t give you leave, get out and don’t come back. I’ll give you the excuse, but don’t come back again.” This led to my extreme dissatisfaction with how she treated me.", "description": "On March 5, 2023, I went to Dr. Daad's clinic to explain my health condition. Earlier that same day, I had gone to the emergency room due to my menstrual period. At the same time, I took sick leave because of my illness, but the doctor treated me inappropriately and shouted at me, saying, “I won’t give you leave, get out and don’t come back. I’ll give you the excuse, but don’t come back again.” This led to my extreme dissatisfaction with how she treated me.\n\n[Arabic]:\nبتاريخ 5 مارس 2023م تم حضوري الى عيادة الطبيبه دعد اشرحلها حالتي الصحيه وبنفس اليوم توجهت سابقا لدى الطوارئ بسبب الدوره الشهريه\nتم اعطائي مسكن وتم تحويلي للعيادة للكشف وبنفس الوقت اخذ اجازه مرضيه لتعبي ولكن تم التعامل معي من قبل الطبيبة باسلوب غير لائق وتم الصراخ علي قائلة لي ماراح اعطيك اطلعي برا ولا عاد تجيني بصرفلك العذر بس لا عاد تجيني مره ثانيه مما ادى الى استيائي الشديد من تعاملها معي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-06T21:00:00Z", "due_at": "2023-03-09T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-07T21:00:00Z", "second_reminder_sent_at": "2023-03-08T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30256517, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-07 00:00:00", "closed": null, "received": "2023-03-07 16:11:00", "resolved": "2023-03-09 00:00:00", "escalated": null, "first_reminder": "2023-03-08 00:00:00" }, "imported_at": "2026-04-13T21:57:16.646222", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0976", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 976 } } }, { "model": "complaints.complaint", "pk": "10a5552e-6ddd-4545-ad8f-d269536506e9", "fields": { "created_at": "2024-03-28T13:12:00Z", "updated_at": "2026-04-13T18:59:28.236Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2328", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Misdiagnosis of the medical condition", "description": "Misdiagnosis of the medical condition\n\n[Arabic]:\nخطا في تشخيص الحالة المرضيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-27T21:00:00Z", "due_at": "2024-03-30T13:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-27T21:00:00Z", "explanation_received_at": "2024-03-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-03-28 00:00:00", "closed": null, "received": "2024-03-28 16:12:00", "resolved": "2024-03-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:28.232234", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2328", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2328 } } }, { "model": "complaints.complaint", "pk": "10b16be4-d591-4075-bb6e-07a9d46b3830", "fields": { "created_at": "2025-12-18T08:37:00Z", "updated_at": "2026-04-13T19:03:24.982Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5493", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We would like to inform you that your father, Abdullah Al-Othman, has been admitted to the Intensive Care Unit (ICU) at Al-Hammadi Hospital – Al-Nuzha since November 30, 2025. We would like to clarify that the insurance approval was rejected by the Tawuniya Insurance Company due to “a delay in notification or failure to submit the approval request within the specified timeframe.” We emphasize that this is a purely procedural reason resulting from the coordination mechanism between the hospital a", "description": "We would like to inform you that your father, Abdullah Al-Othman, has been admitted to the Intensive Care Unit (ICU) at Al-Hammadi Hospital – Al-Nuzha since November 30, 2025. We would like to clarify that the insurance approval was rejected by the Tawuniya Insurance Company due to “a delay in notification or failure to submit the approval request within the specified timeframe.” We emphasize that this is a purely procedural reason resulting from the coordination mechanism between the hospital and the insurance company. It is unacceptable to hold the insured or their family responsible for an error beyond their control, especially given the emergency nature of the case and its connection to critical medical services and the continuation of treatment.\n\n[Arabic]:\nنفيدكم بأن الوالد/ عبدالله العثمان منوّم في العناية المركزة (ICU) بمستشفى الحمادي – النزهة منذ تاريخ 30/11/2025م وحتى تاريخه، نود الإحاطة بأنه تم رفض الموافقة التأمينية من قبل شركة التعاونية بسبب “تأخر الإشعار أو عدم تقديم طلب الموافقة ضمن الإطار الزمني المحدد”، ونؤكد أن هذا السبب إجرائي بحت وينتج عن آلية التنسيق بين المستشفى وشركة التأمين، ولا يصح بأي حال تحميل المؤمن له أو ذويه تبعات خطأ خارج عن إرادتهم، خاصةً وأن الحالة طارئة وتتعلق بخدمات علاجية حرجة وأستمرار العلاج", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-20T08:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-18T08:37:00Z", "explanation_received_at": "2025-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5493, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "10c5dde2-923c-411e-913c-131e520bfd83", "fields": { "created_at": "2023-02-02T10:39:00Z", "updated_at": "2026-04-13T18:57:05.332Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0848", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave request was not uploaded to the correct platform.\n", "description": "The leave request was not uploaded to the correct platform.\n\n\n[Arabic]:\nلم يتم رفع الاجازه على المنصة الصحيحة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-01T21:00:00Z", "due_at": "2023-02-04T10:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-01T21:00:00Z", "explanation_received_at": "2023-02-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30007356, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-02-02 00:00:00", "closed": null, "received": "2023-02-02 13:39:00", "resolved": "2023-02-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.330180", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0848", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 848 } } }, { "model": "complaints.complaint", "pk": "10cd7eb7-a9f3-49d5-858d-b8462289d257", "fields": { "created_at": "2022-09-28T12:17:00Z", "updated_at": "2026-04-13T18:56:09.283Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0279", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance company's response to inquiries was delayed until 9/16. I do not have medical approval, as the insurance company sent some inquiries to send the medical approval, but there has been no cooperation or response from Al Hammadi Hospital for 12 days and there is no response.", "description": "The insurance company's response to inquiries was delayed until 9/16. I do not have medical approval, as the insurance company sent some inquiries to send the medical approval, but there has been no cooperation or response from Al Hammadi Hospital for 12 days and there is no response.\n\n[Arabic]:\nتاخر الرد على استفسارات شركة التامين بتاريخ : 16/9 لايوجد لدي موافقة طبية حيث ان شركة التامين ارسلت بعض الاستفسارات لارسال الموافقة الطبية ولكن لا يوجد اي تعاون او رد من قبل مستشفى الحمادي ١٢ يوم ولا يوجد اي تجاوب. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-27T21:00:00Z", "due_at": "2022-09-30T12:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-27T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30222407, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-09-28 00:00:00", "closed": null, "received": "2022-09-28 15:17:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:09.277431", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0279", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 279 } } }, { "model": "complaints.complaint", "pk": "10f60776-c8eb-4f7a-8f47-2c343d98701b", "fields": { "created_at": "2025-07-20T08:04:00Z", "updated_at": "2026-04-13T19:02:24.454Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4491", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The reviewer states that sufficient reports were not sent to the insurance, which resulted in financial charges.\"\n\n", "description": "\"The reviewer states that sufficient reports were not sent to the insurance, which resulted in financial charges.\"\n\n\n\n[Arabic]:\nيفيد المراجع بعدم ارسال التقارير الكافيه للتامين مما ترتب عليه مبالغ ماديه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-22T08:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-20T08:04:00Z", "explanation_received_at": "2025-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4491, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "110c93cc-0c46-44bb-b69d-3c502c5fd031", "fields": { "created_at": "2025-10-19T15:46:00Z", "updated_at": "2026-04-13T19:03:02.525Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMAD AMAR MHD YASER MSALAM", "expected_result": "", "reference_number": "CMP-2025-10-5112", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد المريض بان سلوك الطبيب اثناء اخباره عن الحاله المرضيه تعامل معه باسلوب غير مهني ", "description": "يفيد المريض بان سلوك الطبيب اثناء اخباره عن الحاله المرضيه تعامل معه باسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T15:46:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5112, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "1151e0f1-5be2-40dd-a69c-d6625954adfe", "fields": { "created_at": "2025-04-13T08:23:00Z", "updated_at": "2026-04-13T19:01:47.022Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-04-3999", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "negligence", "description": "negligence\n\n[Arabic]:\nالاهمال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T08:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T08:23:00Z", "explanation_received_at": "2025-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3999, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "1168aaba-a137-4bdf-bf64-f138435d0d87", "fields": { "created_at": "2025-10-19T11:57:00Z", "updated_at": "2026-04-13T19:03:02.474Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAJD NAWASH MICHAEL ALHADDADIN", "expected_result": "", "reference_number": "CMP-2025-10-5111", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "افاد المريض بأنه تم التأجيل العمليه لمدة 6 اسابيع على الرغم من ان الحاله طارئه ", "description": "افاد المريض بأنه تم التأجيل العمليه لمدة 6 اسابيع على الرغم من ان الحاله طارئه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T11:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T11:57:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5111, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "11816173-5557-4e22-b21e-0860de4c52a7", "fields": { "created_at": "2024-10-07T15:38:00Z", "updated_at": "2026-04-13T19:00:37.693Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3005", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the clinic on june 13 to put an iron injection , first time was fine then in the second time i think the nurse installed the needle in a wrong way which caused it to be painful which after , caused a big brown mark on my hand that i waited weeks for it to get better and go away but it did not , 3 months after and my hand still have a big brown bruise on it, i would wish to ask if it is from the needle accident or if it is any normal to have this and have it stay for months after .. ", "description": "I visited the clinic on june 13 to put an iron injection , first time was fine then in the second time i think the nurse installed the needle in a wrong way which caused it to be painful which after , caused a big brown mark on my hand that i waited weeks for it to get better and go away but it did not , 3 months after and my hand still have a big brown bruise on it, i would wish to ask if it is from the needle accident or if it is any normal to have this and have it stay for months after .. \n\n[Arabic]:\nزرت العيادة في 13 يونيو لأخذ حقنة حديد، كانت المرة الأولى جيدة، لكن في المرة الثانية أعتقد أن الممرضة أدخلت الإبرة بطريقة خاطئة مما سبب لي ألمًا، وبعد ذلك ظهرت علامة بنية كبيرة على يدي. انتظرت أسابيع حتى تتحسن وتختفي، لكنها لم تختفِ. بعد ثلاثة أشهر، لا تزال يدي تحمل كدمة بنية كبيرة. أود أن أسأل إن كان ذلك بسبب خطأ الإبرة أم أنه من الطبيعي أن تبقى هذه الكدمة لعدة أشهر بعد الحقن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-09T21:00:00Z", "due_at": "2024-10-09T15:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-11T21:00:00Z", "second_reminder_sent_at": "2024-10-11T21:00:00Z", "escalated_at": "2024-10-11T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-09T21:00:00Z", "explanation_received_at": "2024-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 984505, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-10 00:00:00", "closed": null, "received": "2024-10-07 18:38:00", "resolved": null, "escalated": "2024-10-12 00:00:00", "first_reminder": "2024-10-12 00:00:00" }, "imported_at": "2026-04-13T22:00:37.688625", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3005", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 3005 } } }, { "model": "complaints.complaint", "pk": "119305b8-8027-4b75-955c-046ce297d3a5", "fields": { "created_at": "2023-05-01T11:38:00Z", "updated_at": "2026-04-13T18:57:39.320Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ahmed Almfarreh Al Qarni", "expected_result": "", "reference_number": "CMP-2023-05-1228", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "120c135c-168d-4b18-a365-caa9225ac9d8", "title": "On March 20, 2022, I underwent a corrective surgery for a deviation with Dr. Ahmed. I visited the doctor several times, but there was no improvement in the deviation over a whole year, and my condition worsened with severe pain that prevented me from walking long distances. After an examination outside the hospital, I was informed that another surgery was needed.", "description": "On March 20, 2022, I underwent a corrective surgery for a deviation with Dr. Ahmed. I visited the doctor several times, but there was no improvement in the deviation over a whole year, and my condition worsened with severe pain that prevented me from walking long distances. After an examination outside the hospital, I was informed that another surgery was needed.\n\n[Arabic]:\nبتاريخ 20 مارس 2022م تم عمل عملية تعديل انحرف لدى الطبيب احمد وتم مراجعه الطبيب عدة مرات ولكن لم يتم\nتحسن الانحراف خلال عام كامل وساءت حالتي مع الم شديد ادى الى عدم القدرة على المشي لمسافات طويلة وبعد الكشف\nخارج المستشفى تم ابلاغي بعمل عملية اخرى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-30T21:00:00Z", "due_at": "2023-05-03T11:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-30T21:00:00Z", "explanation_received_at": "2023-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-07T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30009638, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-01 00:00:00", "closed": null, "received": "2023-05-01 14:38:00", "resolved": "2023-05-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.318373", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1228", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1228 } } }, { "model": "complaints.complaint", "pk": "119a1966-8dd4-471a-ad8e-b8b4dc64ad6d", "fields": { "created_at": "2025-10-22T07:31:00Z", "updated_at": "2026-04-13T19:03:02.925Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5126", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تضرري بالعمل بسبب عدم رفع الاجازة ", "description": "تضرري بالعمل بسبب عدم رفع الاجازة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-24T07:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-22T07:31:00Z", "explanation_received_at": "2025-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5126, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "11b44b66-59a0-4c84-84a0-602f42dda71d", "fields": { "created_at": "2025-10-01T06:57:00Z", "updated_at": "2026-04-13T19:02:59.304Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4983", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that the delivery of the medication was delayed by one to two hours due to a system outage.", "description": "The patient reported that the delivery of the medication was delayed by one to two hours due to a system outage.\n\n[Arabic]:\nافاد المراجع بانه تم تاخير تقديم الدواء من ساعه الى ساعتين بسبب تعطل النظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-03T06:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-01T06:57:00Z", "explanation_received_at": "2025-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4983, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "1207bbc9-fd0a-4dd2-89d9-c0e7c77f60d4", "fields": { "created_at": "2025-04-05T09:31:00Z", "updated_at": "2026-04-13T19:01:46.421Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-3962", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "problem with medical escort", "description": "problem with medical escort\n\n[Arabic]:\nاشكالية موافقة طبيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-07T09:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-05T09:31:00Z", "explanation_received_at": "2025-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3962, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "120a8d13-f26f-4409-ad66-5f2ff3886a9d", "fields": { "created_at": "2024-11-23T12:44:00Z", "updated_at": "2026-04-13T19:00:50.299Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17216-NADER ABDULJALIL MUSTAFA ALHASANI ", "expected_result": "", "reference_number": "CMP-2024-11-3205", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment for a tooth extraction and waited for more than half an hour, only to be surprised when the doctor left the clinic without giving any reason.", "description": "I had an appointment for a tooth extraction and waited for more than half an hour, only to be surprised when the doctor left the clinic without giving any reason.\n\n[Arabic]:\nتم حضوري على موعد لخلع ضرس والانتظار اكثر من نصف ساعه واتفاجئ بخروج الدكتور من العيادة دون ذكر اسباب لذلك", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-24T21:00:00Z", "due_at": "2024-11-25T12:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-24T21:00:00Z", "explanation_received_at": "2024-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267215, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-11-25 00:00:00", "closed": null, "received": "2024-11-23 15:44:00", "resolved": "2024-11-26 00:00:00", "escalated": null, "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.293507", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3205", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 3205 } } }, { "model": "complaints.complaint", "pk": "120abcea-8691-4a20-8ec7-707b993016cc", "fields": { "created_at": "2024-12-23T10:29:00Z", "updated_at": "2026-04-13T19:01:01.967Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14691-MAHFOOD ABDULLAH SAEED ", "expected_result": "", "reference_number": "CMP-2024-12-3404", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was informed that the doctor was a neurologist and spine specialist, but when the patient went to the clinic, the doctor informed him that he could not treat his condition (the patient needed neurosurgery and spine surgery). The doctor stated that he was not a spine specialist, and the patient was forced to go to the clinic manager to cancel the consultation.", "description": "The patient was informed that the doctor was a neurologist and spine specialist, but when the patient went to the clinic, the doctor informed him that he could not treat his condition (the patient needed neurosurgery and spine surgery). The doctor stated that he was not a spine specialist, and the patient was forced to go to the clinic manager to cancel the consultation.\n\n[Arabic]:\nتم افادة المريض بأن الطبيب طبيب مخ و أعصاب و عمود فقري وعند توجه المريض للعيادة افاده الطبيب بأنه لا يعالج حالته (يحتاج المريض جراحة مخ واعصاب وعمود فقري) وافاد الطبيب أنه ليس طبيب عمود فقري واضطر المريض التوجه لمدير العيادات لإلغاء الكشفية . . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-22T21:00:00Z", "due_at": "2024-12-25T10:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-22T21:00:00Z", "explanation_received_at": "2024-12-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-22T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1494337, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-23 00:00:00", "closed": null, "received": "2024-12-23 13:29:00", "resolved": "2024-12-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.964655", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3404", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 3404 } } }, { "model": "complaints.complaint", "pk": "12240d5e-9c86-46e6-a925-fe319bdf4a9e", "fields": { "created_at": "2023-03-27T20:59:00Z", "updated_at": "2026-04-13T18:57:19.721Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "WAEL ABDULLAH ALOTAIBI", "expected_result": "", "reference_number": "CMP-2023-03-1108", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The security officer entered the intensive care unit without a mask, while the other person present was wearing a mask, although he did not wear one, as the patients in the unit are in critical condition and medical precautions must be taken strictly when entering them.\n", "description": "The security officer entered the intensive care unit without a mask, while the other person present was wearing a mask, although he did not wear one, as the patients in the unit are in critical condition and medical precautions must be taken strictly when entering them.\n\n\n[Arabic]:\nتم الدخول الى العنايه المركزه من قبل موظف الامن بدون ماسك و ويتم اخبار الموجودين بارتداء الماسك علما انه لم يرتديه حيث ان المرضى بالعنايه حالتهم الصحيه لا تحتمل اي خطر ويجب اتخاذ الاحترازات الطبيه بشده عند الدخول لهم . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-27T21:00:00Z", "due_at": "2023-03-29T20:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-27T21:00:00Z", "explanation_received_at": "2023-04-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "050 429 6239", "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.3.Skills and\nConduct", "classification": "2.3.5.Improper practice of infection control recommendation" }, "timeline": { "sent": "2023-03-28 00:00:00", "closed": null, "received": "2023-03-27 23:59:00", "resolved": "2023-04-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.715252", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1108", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 1108 } } }, { "model": "complaints.complaint", "pk": "12576af7-1b49-4ef1-8eca-72d47ed2617f", "fields": { "created_at": "2023-01-07T09:02:00Z", "updated_at": "2026-04-13T18:56:54.681Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0757", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lunch was prepared on Tuesday, where pizza was served, and it did not look edible, but it was eaten. The following day, Wednesday, April 1, 2023, at nine o'clock, dinner was served, and I found an insect-infested salad and non-insect vegetables.I spoke with the department head, and the kitchen supervisor also came to see the meal. I expected them to cooperate with me regarding the problem, but there has been no further communication from them. Please note that photos were attached to illustrate ", "description": "Lunch was prepared on Tuesday, where pizza was served, and it did not look edible, but it was eaten. The following day, Wednesday, April 1, 2023, at nine o'clock, dinner was served, and I found an insect-infested salad and non-insect vegetables.I spoke with the department head, and the kitchen supervisor also came to see the meal. I expected them to cooperate with me regarding the problem, but there has been no further communication from them. Please note that photos were attached to illustrate the issue.\n\n\n\n[Arabic]:\nتم تحضير وجبة العشاء يوم الثلاثاء حيث تم تقديم البيتزا ولم يكن الشكل صالح للاكل ولكن تم تناولها وفي اليوم التالي الاربعاء 4/1/2023 في تمام الساعة التاسعه تم تقديم وجبة عشاء ووجد بداخل السلطة حشرة وليست حشرة خضار\nحيث تم التحدث مع المسوؤله بالقسم وتم حضور مشرفة قسم المطبخ لرؤيه الوجبه ايضا حيث تم انتظار التعاون مع\nالمشكله ولكن لم يكن هناك اي تواصل معي من قبلهم بعد ذلك علما انه تم ارفاق صور ليتم توضيح المشكله", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-06T21:00:00Z", "due_at": "2023-01-09T09:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-06T21:00:00Z", "explanation_received_at": "2023-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209757, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "3.Safety & Security", "classification": "2.4.Poor Food service" }, "timeline": { "sent": "2023-01-07 00:00:00", "closed": null, "received": "2023-01-07 12:02:00", "resolved": null, "escalated": null, "first_reminder": "2023-01-08 00:00:00" }, "imported_at": "2026-04-13T21:56:54.673012", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0757", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 757 } } }, { "model": "complaints.complaint", "pk": "12578ae1-3d21-4531-8ed6-299be035c185", "fields": { "created_at": "2022-10-19T07:52:00Z", "updated_at": "2026-04-13T18:56:20.010Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0426", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submitted a request to the hospital with a detailed report from surgeon Dr. Muhammad Abu Rahma, along with the laboratory results and related X-rays, but they have not responded.", "description": "I submitted a request to the hospital with a detailed report from surgeon Dr. Muhammad Abu Rahma, along with the laboratory results and related X-rays, but they have not responded.\n\n[Arabic]:\n قدمت طلب المستشفى بتقرير مفصل من الجراح الدكتور محمد ابو رحمه ، و النتائج المختبرية و الأشعة التابعة لها لم يتم الاجابة من قبلهم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-18T21:00:00Z", "due_at": "2022-10-21T07:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-18T21:00:00Z", "explanation_received_at": "2022-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-19T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30214165, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2022-10-19 00:00:00", "closed": null, "received": "2022-10-19 10:52:00", "resolved": "2022-10-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.006613", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0426", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 426 } } }, { "model": "complaints.complaint", "pk": "126eef87-2cc2-4167-b5d4-ee730044e23d", "fields": { "created_at": "2023-03-29T13:15:00Z", "updated_at": "2026-04-13T18:57:20.037Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAWAN ALZAHRANI", "expected_result": "", "reference_number": "CMP-2023-03-1114", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the approvals department (pharmacy) at noon to see the employee, Rawan, to request insurance approval for a contraceptive implant. She told me it wasn't covered by insurance.\n\nI informed her that the request had been submitted and we were waiting for the result. It was submitted and I received a message of approval. I went to her and informed her, but she put the request form in front of me and told me it was rejected.\nI told her about the letter, but she showed no interest. I told her", "description": "I went to the approvals department (pharmacy) at noon to see the employee, Rawan, to request insurance approval for a contraceptive implant. She told me it wasn't covered by insurance.\n\nI informed her that the request had been submitted and we were waiting for the result. It was submitted and I received a message of approval. I went to her and informed her, but she put the request form in front of me and told me it was rejected.\nI told her about the letter, but she showed no interest. I told her to mark the word \"rejected\" on the paper, but she told me I couldn't read and asked to call the manager. She replied, \"Respect yourself. There's no one here but me,\" and threw the paper at me, along with her marker, and pointed with her finger, telling me to move aside and let the person behind me come. I took the paper and went to the administrative office and informed him of what had happened. He picked up the phone and called the approvals manager, giving her the file number to review the insurance request. She immediately informed him that the request had been approved. (A picture of the paper printed by the employee is included).\n\n\n[Arabic]:\nتوجهت الى قسم الموافقات ( الصيدليه) ظهرا عند الموظفه روان لطلب موافقة التامين على شريحة منع الحمل وأجابتني أنها ليست مدرجة بالتأمين ،\nابلغتها برفع الطلب وننتظر النتيجة ، وتم رفعها واستلمت رساله بالموافقه توجهت اليها وابلغتها ولكنها وضعت ورقه الطلب امامي وابلغتني انها مرفوضه ، وأخبرتها عن الرسالة ولم تبد أي إهتمام فأخبرتها أن تشير إلي في الورقة على كلمة مرفوضه فأخبرتني ماتعرفين تقرين وطلب مناداة المدير فأجابت إحترمي نفسك ومافي احد هنا غيري ورمت الورقه جهتي ورمت قلمها الماركر وأشرت بإصبعها وخري خلي اللي وراك يجي ،أخذت الورقه وذهبت إلى المكتب الإداري و أبلغته ماحدث فرفع الهاتف وإتصل على مديرة الموافقات وأعطاها رقم الملف للنظر في طلب التامين وأبلغته حالا بأن الطلب تمت الموافقه عليه . (تم إدراج صورة الورقه المطبوعه من قبل الموظفه ).", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-28T21:00:00Z", "due_at": "2023-03-31T13:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-28T21:00:00Z", "explanation_received_at": "2023-03-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30260618, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-29 00:00:00", "closed": null, "received": "2023-03-29 16:15:00", "resolved": "2023-04-02 00:00:00", "escalated": null, "first_reminder": "2023-03-29 00:00:00" }, "imported_at": "2026-04-13T21:57:20.031219", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1114", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1114 } } }, { "model": "complaints.complaint", "pk": "12900c15-899a-46f9-93dd-f1c7b4db2275", "fields": { "created_at": "2022-12-05T10:25:00Z", "updated_at": "2026-04-13T18:56:42.326Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0619", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "ON 2 DES 2022, my son was admitted in ROOM 3170. The nurses was delay and they didn’t responded when I called them until I went to the reception and called them. The nurse was tough when she gave my son the medication in the cannula. ", "description": "ON 2 DES 2022, my son was admitted in ROOM 3170. The nurses was delay and they didn’t responded when I called them until I went to the reception and called them. The nurse was tough when she gave my son the medication in the cannula. \n\n[Arabic]:\nفي ٢ ديسمبر ٢٠٢٢، تم إدخال ابني إلى المستشفى في الغرفة ٣١٧٠. تأخرت الممرضات ولم يستجبن لاتصالي بهن إلا بعد أن ذهبت إلى الاستقبال واتصلت بهن. كانت الممرضة قاسية عندما أعطت ابني الدواء عبر القسطرة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-04T21:00:00Z", "due_at": "2022-12-07T10:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-05T21:00:00Z", "second_reminder_sent_at": "2022-12-06T21:00:00Z", "escalated_at": "2022-12-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-04T21:00:00Z", "explanation_received_at": "2022-12-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1603682, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-05 00:00:00", "closed": null, "received": "2022-12-05 13:25:00", "resolved": "2022-12-27 00:00:00", "escalated": "2022-12-10 00:00:00", "first_reminder": "2022-12-06 00:00:00" }, "imported_at": "2026-04-13T21:56:42.319378", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0619", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 619 } } }, { "model": "complaints.complaint", "pk": "12c5e83d-c2a5-435e-8a9c-98a9f0f1e223", "fields": { "created_at": "2024-12-16T16:30:00Z", "updated_at": "2026-04-13T19:01:01.185Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3367-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in procedures and approvals, and the doctors did not give us a clear treatment plan. We waited in the emergency department from 6:30 am until 12:00 pm until we were discharged from the hospital at our own risk.", "description": "There was a delay in procedures and approvals, and the doctors did not give us a clear treatment plan. We waited in the emergency department from 6:30 am until 12:00 pm until we were discharged from the hospital at our own risk.\n\n[Arabic]:\nتاخير بالاجراءت والموافقات وعدم اعطانا خطة علاجيه واضحه من قبل الاطباء حيث تم الانتظار بقسم الطوارئ من الساعة 6:30 ص حتى 12:00 م الى ان تم الخروج على مسؤوليتنا من المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 82, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-15T21:00:00Z", "due_at": "2024-12-18T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-15T21:00:00Z", "explanation_received_at": "2024-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235967, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Patient flow issues" }, "timeline": { "sent": "2024-12-16 00:00:00", "closed": null, "received": "2024-12-16 19:30:00", "resolved": "2024-12-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.181467", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3367-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3367 } } }, { "model": "complaints.complaint", "pk": "1336178b-9eaf-4042-b488-a7275c64d454", "fields": { "created_at": "2025-07-10T12:02:00Z", "updated_at": "2026-04-13T19:02:23.171Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الحضانه ", "expected_result": "", "reference_number": "CMP-2025-07-4444", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child's mother reports that the child has diaper rash due to the nursery's neglect.\n", "description": "The child's mother reports that the child has diaper rash due to the nursery's neglect.\n\n\n[Arabic]:\nتفيد والدة الطفله بوجود تسلخات بالطفه نتيجة اهمال الحضانه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-12T12:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-10T12:02:00Z", "explanation_received_at": "2025-07-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4444, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "13492328-03bf-4cc4-980b-553dbd13810c", "fields": { "created_at": "2025-02-08T21:17:00Z", "updated_at": "2026-04-13T19:01:24.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3680-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a lack of coordination between the doctors and the admission department, as there is conflicting information from the doctors regarding the necessary equipment for treatment and changes in the treatment plan without sufficient explanation. There should have been clear coordination between the doctors and the social workers to ensure a clear treatment plan. Additionally, there has been a delay in response from the social worker, despite your repeated attempts to contact them.\n\nFurthermor", "description": "There is a lack of coordination between the doctors and the admission department, as there is conflicting information from the doctors regarding the necessary equipment for treatment and changes in the treatment plan without sufficient explanation. There should have been clear coordination between the doctors and the social workers to ensure a clear treatment plan. Additionally, there has been a delay in response from the social worker, despite your repeated attempts to contact them.\n\nFurthermore, there has been a delay in providing the treatment and required equipment (such as the breathing machine), which had been approved. There is no clarity regarding the reasons for the delay in providing the medical equipment, causing anxiety for the patient and their family.\n\nIt is worth noting that I went through the same experience with my mother previously, and the same issues have been repeated, indicating a lack of proper coordination and negligence between the doctors and the admission department in providing appropriate healthcare at the right time in the entire admission department.\n\n[Arabic]:\nلا يوجد تنسيق بين الأطباء وادارة التنويم حيث ان هناك تضارب في أقوال الأطباء فيما يتعلق بالأجهزة اللازمة للعلاج، وتغيير في الخطة العلاجية دون توضيح كافٍ كان من المفترض أن يكون هناك تنسيق واضح بين الأطباء والأخصائيين الاجتماعيين لضمان خطة علاجية واضحه ويوجد تأخير بالاستجابة من الأخصائي الاجتماعي،رغم محاولاتك المتكررة للاتصال بهم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T21:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T21:17:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3680, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "1359aa87-4372-4041-94a0-ef7251a0711b", "fields": { "created_at": "2025-05-17T20:11:00Z", "updated_at": "2026-04-13T19:01:59.311Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ادارة التنويم ", "expected_result": "", "reference_number": "CMP-2025-05-4173", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "سوء بالخدمة ", "description": "سوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-19T20:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-17T20:11:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4173, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "13824ee1-02f2-42ad-91a6-0959f42425ca", "fields": { "created_at": "2025-08-27T06:31:00Z", "updated_at": "2026-04-13T19:02:37.106Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر ", "expected_result": "", "reference_number": "CMP-2025-08-4679", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My 4-year-old daughter, Hessa, was injured while having her blood sample taken at the center/hospital. The sample was taken in an unprofessional manner, resulting in pain at the needle site lasting until the next day, as well as prolonged bleeding after the sample was taken, without any action taken to stop or alleviate it.\n\nWhen I asked the employee why this method was used to take the sample, she replied that it was \"better for her,\" without taking into account the child's age or psychological", "description": "My 4-year-old daughter, Hessa, was injured while having her blood sample taken at the center/hospital. The sample was taken in an unprofessional manner, resulting in pain at the needle site lasting until the next day, as well as prolonged bleeding after the sample was taken, without any action taken to stop or alleviate it.\n\nWhen I asked the employee why this method was used to take the sample, she replied that it was \"better for her,\" without taking into account the child's age or psychological state. It is unfortunate that there are no specialists trained to treat children with kindness and professionalism during delicate medical procedures, which intimidated the child and left an unjustified psychological and physical impact.\n\n[Arabic]:\nابنتي حصة، والتي تبلغ من العمر 4 سنوات، أثناء أخذ عينة دم لها في المركز/المستشفى. حيث تم سحب العينة بطريقة غير مهنية، مما أدى إلى استمرار الألم في موضع الإبرة حتى اليوم التالي، بالإضافة إلى نزيف دموي استمر لفترة طويلة بعد السحب، دون أي إجراء لوقفه أو تخفيفه.\n\nوعند الاستفسار من الموظفة عن سبب استخدام هذا الأسلوب في أخذ العينة، أجابت بأنه \"أفضل لها\"، دون مراعاة لعمر الطفلة أو حالتها النفسية. من المؤسف أنه لا يوجد مختصون مدربون على التعامل مع الأطفال بلطف ومهنية أثناء الإجراءات الطبية الدقيقة، مما أدى إلى ترهيب الطفلة وترك أثر نفسي وجسدي غير مبرر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-29T06:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-27T06:31:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4679, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "13a9b1ab-5fcf-4120-8e52-1d5d349f1e40", "fields": { "created_at": "2023-12-30T16:41:00Z", "updated_at": "2026-04-13T18:58:57.261Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2028", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son was admitted for dental surgery. Before his admission, I met with Dr. Khaled Al-Anzi to discuss the costs. He informed me that the insurance would cover 3,000 riyals, and I needed to transfer 10,820 riyals from my personal account. We agreed on this. After the surgery, I met with the doctor, who told me to go to the collections department to collect the remaining balance, as the surgery cost less. However, I didn't go because I was busy with my son in the hospital room. When we wanted to ", "description": "My son was admitted for dental surgery. Before his admission, I met with Dr. Khaled Al-Anzi to discuss the costs. He informed me that the insurance would cover 3,000 riyals, and I needed to transfer 10,820 riyals from my personal account. We agreed on this. After the surgery, I met with the doctor, who told me to go to the collections department to collect the remaining balance, as the surgery cost less. However, I didn't go because I was busy with my son in the hospital room. When we wanted to leave that same day, I was surprised to find that the nursing department (two Sudanese nurses) refused to let us leave and refused to give us the medication we had been prescribed. They treated us very rudely. After speaking with the on-duty manager that night, Yasser Al-Otaibi, he kindly apologized, retrieved the medication, and we left the hospital. Later, I received a call from the collections department stating that I needed to pay 3,000 riyals, which is incorrect and contradicts what was agreed upon. I now wish to receive the amount that Dr. Khaled Al-Anzi told me I should go to the collections department to collect, not pay. I also demand that I be compensated for the treatment I received from the department. The nursing care I mentioned in the complaint.\n\n[Arabic]:\n تم ادخال ابني لإجراء جراحه أسنان و قبل دخوله تم الجلوس مع د خالد العنزي لمعرفة\nالتكاليف وافادني بان التامين سوف يتحمل مبلغ ٣٠٠٠ الاف ريال وعلي تحويل مبلغ ١٠٨٢٠ريال من حسابي الخاص وتم\nالاتفاق علي هذا الأساس وبعد انتهاء العمليه قابلت الدكتور وقال لي راجع التحصيل لاخذ ماتبقى من المبلغ المالي لان العمليه\nتكلفتها اقل ولكن لم أراجعهم كوني منشغل مع الابن في غرفة التنويم وعند رغبتنا في المغادره بنفس اليوم تفاجئت\nبان قسم التمريض ( ممرضتين من الجنسية السودانية يرفضون مغادرتنا ويرفضون تسليمنا العلاج المصروف\nلنا بطريقة سيئة جدا وبعد الرجوع للمدير المناوب في تلك اليلة ياسر العتيبي قام مشكورا\nبالاعتذار لنا وجلب العلاج ومغادره المستشفي وبعدها تم تلقي اتصال من التحصيل ويفيد بان علي تسديد مبلغ ٣٠٠٠ الاف\nريال وهذا غير صحيح ومغاير لما تم الاتفاق عليه.\nحاليا ارغب بإعادة المبلغ الذي افاد الدكتور خالد العنزي بأن علي مراجعة التحصيل لاستلامه وليس لسداده ، كما اطالب برد اعتباري مما تعرضت له من قسم التمريض الذي ذكرته في الشكوى. \n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2024-01-01T16:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2023-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30033711, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": null, "received": "2023-12-30 19:41:00", "resolved": "2023-12-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:57.257709", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2028", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2028 } } }, { "model": "complaints.complaint", "pk": "13ae7b75-8816-42e9-a088-c4218bb3a454", "fields": { "created_at": "2025-08-18T08:46:00Z", "updated_at": "2026-04-13T19:02:35.721Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمد احمد المالك", "expected_result": "", "reference_number": "CMP-2025-08-4627", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent a minor surgical procedure to remove a sebaceous cyst from my shoulder on July 13 under local anesthesia. After the procedure, the doctor (Dr. Mohammed) informed me that he was unable to completely close the wound due to a severe infection, and only partially stitched it.\n\nTwo weeks later, during a follow-up visit, the doctor assured me that no further review was necessary. Later, I consulted another physician who removed all remaining stitches and confirmed that no further visits we", "description": "I underwent a minor surgical procedure to remove a sebaceous cyst from my shoulder on July 13 under local anesthesia. After the procedure, the doctor (Dr. Mohammed) informed me that he was unable to completely close the wound due to a severe infection, and only partially stitched it.\n\nTwo weeks later, during a follow-up visit, the doctor assured me that no further review was necessary. Later, I consulted another physician who removed all remaining stitches and confirmed that no further visits were required, advising me to continue using a topical cream and follow general hygiene instructions.\n\nDespite following all directions, the wound did not heal and worsened after I used perfume. I then visited a third doctor, who, upon examination, discovered a surgical stitch that had not been removed, which caused delayed healing and the development of a yellowish layer beneath the wound.\n\nThe doctor confirmed the presence of a deep layer of inflammation that is currently inaccessible and prescribed a specific treatment regimen along with continuous follow-up. Unfortunately, despite Dr. Mohammed's earlier reassurances, the wound has still not healed properly, resulting in noticeable scarring and physical disfigurement.\n\n[Arabic]:\nأجريت لي عملية لإزالة كيس دهني في الكتف بتاريخ 13 يوليو تحت تخدير موضعي، وأخبرني الطبيب (د. محمد) بعد العملية أنه لم يتمكن من إغلاق الجرح بالكامل بسبب وجود التهاب، فقام بخياطة جزء فقط من الجرح.\nبعد أسبوعين، راجعت الطبيب وأكد لي أنه لا حاجة لمراجعة إضافية. لاحقًا، زرت طبيبًا آخر قام بإزالة جميع الغرز وأفاد بأنه لا حاجة لمراجعة، مع الاستمرار فقط في استخدام كريم موضعي واتباع نمط حياة صحي.\nرغم اتباع التعليمات، لم يلتئم الجرح، وازدادت حالته سوءًا بعد استخدام العطور، مما اضطرني لزيارة طبيب ثالث. بعد الفحص، تبيّن وجود خيط جراحي لم يُزل، مما تسبب في تأخر الشفاء وظهور طبقة صفراء تحت الجرح.\nتم تشخيص الحالة بوجود طبقة عميقة من الالتهاب يصعب الوصول إليها، مما استدعى علاجًا موضعيًا ومتابعة طبية مستمرة. للأسف، الجرح لم يلتئم حتى الآن، مما سبب لي تشوهًا واضحًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-20T08:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-18T08:46:00Z", "explanation_received_at": "2025-08-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4627, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "13bc1eb2-1433-49b9-bee2-4681bda4a622", "fields": { "created_at": "2022-09-27T13:27:00Z", "updated_at": "2026-04-13T18:56:09.013Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0274", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was seen on 29-08-2022 and the doctor ordered lab tests. I submitted a request for insurance, but there was no response. I paid the required amount in cash, as the hospital did not reply to the insurance claim for a full week.", "description": "I was seen on 29-08-2022 and the doctor ordered lab tests. I submitted a request for insurance, but there was no response. I paid the required amount in cash, as the hospital did not reply to the insurance claim for a full week.\n\n[Arabic]:\nتممراجعتي بتاريخ 29-08-2022 وطلب الدكتور فحوصات مختبر رفعت طلب للتأمين ولم يتم التجاوب معنا دفعت المبلغ المطلوب كاش حيث لم يتم الرد من المستشفى على التأمين خلال أسبوع كامل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T13:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30091161, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 16:27:00", "resolved": "2022-09-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:09.009894", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0274", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 274 } } }, { "model": "complaints.complaint", "pk": "13e5f11d-046f-4529-9226-e98b168b036b", "fields": { "created_at": "2022-09-12T08:30:00Z", "updated_at": "2026-04-13T18:56:05.956Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAHAR ABDULFATTAH", "expected_result": "", "reference_number": "CMP-2022-09-0102", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It was found in a way that was incompatible with it, and the voice was raised on it by Dr. Sahar, and it was agreed to have a natural birth. After giving the epidural, and without prior warning, the breastfeeding was changed to a cesarean section, and this procedure was not invented by the doctor.", "description": "It was found in a way that was incompatible with it, and the voice was raised on it by Dr. Sahar, and it was agreed to have a natural birth. After giving the epidural, and without prior warning, the breastfeeding was changed to a cesarean section, and this procedure was not invented by the doctor.\n\n[Arabic]:\nتم معاملة زوجتي بطريقة غير مهنيه وتم رفع الصوت عليها من قبل الدكتورة سحر وتم الاتفاق على الولادة الطبيعيه وبعد اعطاء ابرة الظهر ومن غير سابق انذار تم تحويل زوجتي الى الولادة القيصرية ولم يتم توضيح اسباب اتخاذ هذا الاجراء من قبل الدكتورة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-11T21:00:00Z", "due_at": "2022-09-14T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-11T21:00:00Z", "explanation_received_at": "2022-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20193712, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-12 00:00:00", "closed": null, "received": "2022-09-12 11:30:00", "resolved": "2022-09-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.947575", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0102", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 102 } } }, { "model": "complaints.complaint", "pk": "14106cfb-56d6-4160-be82-a094d8ffdbd2", "fields": { "created_at": "2023-05-20T14:46:00Z", "updated_at": "2026-04-13T18:57:40.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marwa Zaki", "expected_result": "", "reference_number": "CMP-2023-05-1267-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "My wife was referred for surgery, and upon the newborn's exit from the operating room, scratches resembling wounds were noticed on the back of the baby, as shown in the attached photo. The cesarean section was performed by Dr. Marwa Zaki, and the examination before childbirth was conducted by Dr. Isra, who performed the check-up on my wife prior to the operation. After the birth, Dr. Iza Bashir, who is responsible for my wife's previous consultations, came to clarify what was observed. She infor", "description": "My wife was referred for surgery, and upon the newborn's exit from the operating room, scratches resembling wounds were noticed on the back of the baby, as shown in the attached photo. The cesarean section was performed by Dr. Marwa Zaki, and the examination before childbirth was conducted by Dr. Isra, who performed the check-up on my wife prior to the operation. After the birth, Dr. Iza Bashir, who is responsible for my wife's previous consultations, came to clarify what was observed. She informed us that the visible scratches were present before the operation during the manual examination, not during the surgery. When I questioned whether manual examinations are conducted with tools that could cause such scratches, Dr. Iza mentioned that I had signed a waiver absolving the hospital of responsibility, which I did not understand, as the discussion was about the medical condition of the baby and the presence of clear scratches. I would like a complete explanation and clarification regarding the reasons for these wounds.\n\n[Arabic]:\nتم تحويل زوجتي للعمليات وعند خروج المولوده من غرفة العمليات لوحظ وجود جروح اشبه بالخدوش من الجهة الخلفيه للمولود كما هو موضح بالصوره المرفقه وتم عمل العمليه القيصريه من قبل الدكتوره د. مروه زكي وتم الفحص قبل الولاده من قبل الدكتوره اسراء هي من قامت بفحص زوجتي قبل العمليه . وبعد الولاده تم حضور الدكتوره عزه بشير المسؤوله عن مراجعات زوجتي السابقه وطلب التوضيح منها لمى تم رؤيته وتم افادتنا بان الخدوش الموضحه كانت قبل العمليه اثناء الفحص اليدوي ولم تكن اثناء العلميه وعند السوال هل يتم الفحص اليدوي مع اداة ممكن ان تسبب هذه الخدوش تم ابلاغي من قبل الطبيبه عزه انه تم التوقيع من قبلي انا زوج المريضه على اخلاء المستشفى من المسؤليه ولا اعلم مالمقصود حيث ان النقاش كان عن حالة الطفل الطبيه وبوجود خدوش واضحه حيث اني اريد شرح وتوضيح كامل عن اسباب حدوث هذه الجروح . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-19T21:00:00Z", "due_at": "2023-05-22T14:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-19T21:00:00Z", "explanation_received_at": "2023-05-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30268572, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "4. Accessibility", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2023-05-20 00:00:00", "closed": "2023-06-07 00:00:00", "received": "2023-05-20 17:46:00", "resolved": null, "escalated": null, "first_reminder": "2023-05-20 00:00:00" }, "imported_at": "2026-04-13T21:57:40.322982", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1267-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1267 } } }, { "model": "complaints.complaint", "pk": "142d999e-3761-4721-bc87-0475529d0dc1", "fields": { "created_at": "2023-02-27T17:59:00Z", "updated_at": "2026-04-13T18:57:08.266Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0940", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was waiting for my number 305 at the pharmacy, and window 6 was waiting for number 302. The wait was long, and the patient didn't come. I asked the employee to skip the number because the patient hadn't arrived, but he refused. The same thing happened at window 5; I waited for a while for patient number 303, but he also didn't come. I waited a long time until my number was called, even though I had already received my medication. Window 6 was still waiting for patients.", "description": "I was waiting for my number 305 at the pharmacy, and window 6 was waiting for number 302. The wait was long, and the patient didn't come. I asked the employee to skip the number because the patient hadn't arrived, but he refused. The same thing happened at window 5; I waited for a while for patient number 303, but he also didn't come. I waited a long time until my number was called, even though I had already received my medication. Window 6 was still waiting for patients.\n\n[Arabic]:\nكنت انتظر رقمي 305 في الصيدليه الدور ى وكان شباك 6 ينتظر رقم 302 وتجاوز مده ولم يحضر وطلبت من الموظف ان يتجاوز الرقم لعدم حضور المريض وتم رفض من قبله وتم حدوث نفس الشي مع الشباك رقم 5 تم الانتظار لمده للمراجع رقم 303 ولم يتم حضوره ايضا وتم انتظاري لوقت طويل لحين ظهور رقمي علما انه تم استلام ادويتي ولازال شباك رقم 6 في انتظار المراجعين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T17:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30046059, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": "2023-03-09 00:00:00", "received": "2023-02-27 20:59:00", "resolved": null, "escalated": null, "first_reminder": "2023-03-01 00:00:00" }, "imported_at": "2026-04-13T21:57:08.257374", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0940", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 940 } } }, { "model": "complaints.complaint", "pk": "145bf80b-6df5-4421-990b-a7990c9f3c9d", "fields": { "created_at": "2023-05-13T21:03:00Z", "updated_at": "2026-04-13T18:57:39.688Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ahmed Kakaa", "expected_result": "", "reference_number": "CMP-2023-05-1245", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "af432465-be58-4c1c-83bf-ce6dbfbb4396", "title": "I attended the doctor's clinic for a consultation only and waited a long time. The reception staff requested to contact him for just a few questions. When I called him, the line was disconnected while I was speaking with him. I was treated in an unprofessional manner and with a lack of respect by the doctor. I went back and continued to wait with the door open, and the doctor shouted in front of everyone to stay away from the clinic door and sit anywhere far from the clinic, even though I hadn’t", "description": "I attended the doctor's clinic for a consultation only and waited a long time. The reception staff requested to contact him for just a few questions. When I called him, the line was disconnected while I was speaking with him. I was treated in an unprofessional manner and with a lack of respect by the doctor. I went back and continued to wait with the door open, and the doctor shouted in front of everyone to stay away from the clinic door and sit anywhere far from the clinic, even though I hadn’t spoken to him and was only standing in front of the clinic. I was treated in an emotional manner without any reason, and I left the hospital and canceled my appointment with him.\n\n[Arabic]:\nتم الحضور لعيادة الطبيب للاستشاره فقط وتم الانتظار طويلا وتم طلب التواصل معه من قبل موظف الاستقبال للتحدث والسوال فقط وعند الاتصال به تم اقفال الخط وانا على تحدث معه تم التعامل معي بطريقة غير مهنيه وبقلة احترام من قبل الطبيب وتم الرجوع والانتظار وكان الباب مفتوح وقام الدكتور بالصراخ امام الجميع بان ابتعد من امام باب العياده والجلوس باي مكان بعيد عن العياده علما اني لم اتحدث معه وقمت بالانتظار واقفه امام العياده فقط تم التعامل معي بطريقه انفعاليه وبدون اسباب حيث تم خروجي من المستشفى والغاء الكشفيه لديه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-13T21:00:00Z", "due_at": "2023-05-15T21:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30054925, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-14 00:00:00", "closed": "2023-06-03 00:00:00", "received": "2023-05-14 00:03:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.684976", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1245", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1245 } } }, { "model": "complaints.complaint", "pk": "14707699-ba23-45a9-a325-918fede954e0", "fields": { "created_at": "2023-09-28T09:18:00Z", "updated_at": "2026-04-13T18:58:21.029Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1658", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The reports were not sent", "description": " The reports were not sent\n\n[Arabic]:\n لم يتم ارسال التقارير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-30T09:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30024538, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-28 12:18:00", "resolved": "2023-09-28 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:21.019534", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1658", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1658 } } }, { "model": "complaints.complaint", "pk": "148975d9-684a-4f9d-b396-6d3a377e952f", "fields": { "created_at": "2023-09-13T16:33:00Z", "updated_at": "2026-04-13T18:58:20.062Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1618", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient was informed two hours before the operation that approval was partial, not complete, which affected the patient's readiness for the procedure, even though the matter only required follow-up with the insurance company to obtain full approval.", "description": " The patient was informed two hours before the operation that approval was partial, not complete, which affected the patient's readiness for the procedure, even though the matter only required follow-up with the insurance company to obtain full approval.\n\n[Arabic]:\n تم ابلاغ المريض قبل العملية بساعتين ان الموافقة على العملية جزئية ليست كامله مما اثر على جاهزية المريض لعمل العملية مع العلم كان الامر بحاجه الى متابعه فقط مع شركة التأمين لتتم الموافقه الكاملة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-17T21:00:00Z", "due_at": "2023-09-15T16:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-17T21:00:00Z", "explanation_received_at": "2023-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30276026, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-09-18 00:00:00", "closed": " ", "received": "2023-09-13 19:33:00", "resolved": "2023-09-18 00:00:00", "escalated": " ", "first_reminder": " 2023/09/16" }, "imported_at": "2026-04-13T21:58:20.053580", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1618", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1618 } } }, { "model": "complaints.complaint", "pk": "14aaaaa3-b380-4235-896c-0926d8ee1cf7", "fields": { "created_at": "2025-05-20T10:57:00Z", "updated_at": "2026-04-13T19:02:00.108Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-05-4198", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to attach the complete analysis data correctly for the insurance company's approval.\n\n", "description": "Failure to attach the complete analysis data correctly for the insurance company's approval.\n\n\n\n[Arabic]:\nعدم متابعة طلب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-22T10:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-20T10:57:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4198, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "14b6ca54-481c-48c1-b682-491e365ccd46", "fields": { "created_at": "2022-11-03T17:05:00Z", "updated_at": "2026-04-13T18:56:30.777Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0497", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 2 NOV 2022 the Filipino nurses on the room 20 tried to put the cannula in my hand many time but they can not I asked them to called the manager to fined another nurses to put the cannula . she was mad and removed the nebulization mask from me . ", "description": "on 2 NOV 2022 the Filipino nurses on the room 20 tried to put the cannula in my hand many time but they can not I asked them to called the manager to fined another nurses to put the cannula . she was mad and removed the nebulization mask from me . \n\n[Arabic]:\nفي 2 نوفمبر 2022، حاولت الممرضات الفلبينيات في الغرفة رقم 20 وضع القنية في يدي عدة مرات لكنهن لم يستطعن. طلبت منهن استدعاء المديرة لتستدعي ممرضة أخرى لوضع القنية. غضبت المديرة ونزعت قناع جهاز التبخير مني.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-02T21:00:00Z", "due_at": "2022-11-05T17:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-02T21:00:00Z", "explanation_received_at": "2022-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1422676, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-03 00:00:00", "closed": null, "received": "2022-11-03 20:05:00", "resolved": "2022-11-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.772518", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0497", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 497 } } }, { "model": "complaints.complaint", "pk": "14ed78f4-3451-4866-807d-532249433fcc", "fields": { "created_at": "2025-07-08T10:15:00Z", "updated_at": "2026-04-13T19:02:22.923Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التنسسق ", "expected_result": "", "reference_number": "CMP-2025-07-4432-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer reported that she had not been contacted by the coordination.\n", "description": "The reviewer reported that she had not been contacted by the coordination.\n\n\n[Arabic]:\nفيد المراجعه باانه لم يتم التواصل معها من قبل التنسيق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-10T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-08T10:15:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4432, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "14f0467b-fac0-4ff3-9dc6-6537bbb9f159", "fields": { "created_at": "2024-02-26T16:54:00Z", "updated_at": "2026-04-13T18:59:19.447Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2237", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital informed me that the request for approval of the operation was submitted 6 times and was rejected. When we contacted the insurance company (Bupa), they informed us that the correct data was not submitted by the treating physician. When we consulted the treating physician, he informed us that he had submitted the data correctly.", "description": "The hospital informed me that the request for approval of the operation was submitted 6 times and was rejected. When we contacted the insurance company (Bupa), they informed us that the correct data was not submitted by the treating physician. When we consulted the treating physician, he informed us that he had submitted the data correctly.\n\n[Arabic]:\nافادني المستشفى بانه تم رفع طلب الموافقه على العمليه 6 مرات ويتم الرفض وعند التواصل مع شركة التأمين (بوبا) افادونا بعدم رفع البيانات الصحيحة من الطبيب المعالج وعند مراجعة الطبيب المعالج افادنا بأنه رفع البيانات بشكل صحيح .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-25T21:00:00Z", "due_at": "2024-02-28T16:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-25T21:00:00Z", "explanation_received_at": "2024-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-26T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30298192, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-26 00:00:00", "closed": null, "received": "2024-02-26 19:54:00", "resolved": "2024-02-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.443604", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2237", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2237 } } }, { "model": "complaints.complaint", "pk": "15031d19-dc1f-46ec-80a9-b197b27c08c8", "fields": { "created_at": "2022-09-05T11:34:00Z", "updated_at": "2026-04-13T18:56:05.210Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. RANEEM AHMED", "expected_result": "", "reference_number": "CMP-2022-09-0068", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment with the doctor and the examination was done as scheduled. While waiting for approval for a few minutes, another patient entered and I was asked to wait without any explanation of the reasons.", "description": "I had an appointment with the doctor and the examination was done as scheduled. While waiting for approval for a few minutes, another patient entered and I was asked to wait without any explanation of the reasons.\n\n[Arabic]:\nلدي موعد مع الدكتوره وتم الفحص حسب الموعد واثناء انتظار الموافقة لمدة دقائق تم دخول مريض اخر وتم طلب الانتظار مني بدون توضيح الاسباب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-05T21:00:00Z", "due_at": "2022-09-07T11:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-05T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30200135, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-06 00:00:00", "closed": null, "received": "2022-09-05 14:34:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.204271", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0068", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 68 } } }, { "model": "complaints.complaint", "pk": "151c4151-8997-4f79-b164-2d6b13c67676", "fields": { "created_at": "2024-01-28T13:01:00Z", "updated_at": "2026-04-13T18:59:09.073Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2128", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that the pharmacy at the facility refused to dispense the iron medication doses, which were prescribed by the treating physician at the facility, and he is harmed in this regard.", "description": "The patient reported that the pharmacy at the facility refused to dispense the iron medication doses, which were prescribed by the treating physician at the facility, and he is harmed in this regard.\n\n[Arabic]:\nافاد المريض برفض صرف الدواء جرعات الحديد من قبل صيدلية بالمنشأة وهي مصروفة من قبل الطبيب المعالج بالمنشأه وهو متضرر بهذا الخصوص.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-27T21:00:00Z", "due_at": "2024-01-30T13:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-28T21:00:00Z", "second_reminder_sent_at": "2024-01-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-27T21:00:00Z", "explanation_received_at": "2024-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-02T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308109, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "1.4.Treatment", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-01-28 00:00:00", "closed": null, "received": "2024-01-28 16:01:00", "resolved": "2024-02-03 00:00:00", "escalated": null, "first_reminder": "2024-01-29 00:00:00" }, "imported_at": "2026-04-13T21:59:09.070381", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2128", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2128 } } }, { "model": "complaints.complaint", "pk": "153551b6-2d2c-4d61-9f08-9b19f2a852e0", "fields": { "created_at": "2025-11-08T08:04:00Z", "updated_at": "2026-04-13T19:03:13.144Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5245", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The father of the child, Shahin Damaj, with file number 0030354106, states that an (Ig F BP3) test was conducted for the child on October 13, and he was informed that the results would take up to 15 days at most. After the 15 days passed, he contacted the lab department again, and they informed him that the test could take up to 3 weeks. When he followed up with the lab again, a staff member said, “It’s strange they didn’t ask you to repeat the test!” (Repeat the test?? After all this waiting??)", "description": "The father of the child, Shahin Damaj, with file number 0030354106, states that an (Ig F BP3) test was conducted for the child on October 13, and he was informed that the results would take up to 15 days at most. After the 15 days passed, he contacted the lab department again, and they informed him that the test could take up to 3 weeks. When he followed up with the lab again, a staff member said, “It’s strange they didn’t ask you to repeat the test!” (Repeat the test?? After all this waiting??) Two days ago, after further communication, they said, “The supervisor will contact you,” but to this day, there has been no follow-up or communication. He states: “I am formally filing a complaint with you now after 26 days with no results, no communication, and no attention. I hope this complaint is handled with the utmost seriousness, as the matter concerns a child, and this delay is completely unacceptable.\n\n[Arabic]:\nيفيد والد الطفل شاهين دماج برقم ملف 0030354106 أنه تم عمل تحليل (Ig F BP3) للطفل بتاريخ 13 اكتوبر وتم ابلاغه بأن التحليل يستغرق الى 15 يوم كحد أقصى. بعد انتهاء الـ15 يوم تواصل مجددا مع قسم المختبر و افادوه بأن التحليل يأخذ الى 3 اسابيع, بعد التواصل مع المختبر مره اخرى ردّت موظفة وقالت: غريبة ما طلبوا منك تعيد التحليل! (أعيد التحليل؟؟ بعد الانتظار هذا كله؟؟) قبل يومين بعد تواصله مره اخرى قالوا “المشرفة بتكلمك”، ولكن الى الآن لم يتم التواصل ولا المتابعة. ويفيد : (أرفع الشكوى رسميًا لكم الآن بعد مرور 26 يوم ولا نتيجة ولا تواصل ولا اهتمام أتمنى يتم التعامل مع الشكوى بأقصى درجات الجدية، لأن الموضوع يخص طفل، والتأخير هذا غير مقبول نهائيا).", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-10T08:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-08T08:04:00Z", "explanation_received_at": "2025-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5245, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "1557dec1-d785-4706-8885-4bed5c53bda8", "fields": { "created_at": "2023-01-16T15:24:00Z", "updated_at": "2026-04-13T18:56:55.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0780", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The approvals department was contacted on January 16, 2022, at approximately 3:30 PM to request the submission of an approval. The first employee was asked to respond regarding the approval or rejection from the company, and she stated that the matter was not with them but with the admission department. The admission department was then contacted, and they informed me that they had no relation to approvals. The approvals department was contacted again where I was assisted and the approval reque", "description": "The approvals department was contacted on January 16, 2022, at approximately 3:30 PM to request the submission of an approval. The first employee was asked to respond regarding the approval or rejection from the company, and she stated that the matter was not with them but with the admission department. The admission department was then contacted, and they informed me that they had no relation to approvals. The approvals department was contacted again where I was assisted and the approval request was submitted. When I inquired about the name of the first employee, the call was disconnected\n\n[Arabic]:\nتم الاتصال بقسم الموافقات بتاريخ 16 يناير 2022م، ما يقارب الساعة الثالثة والنصف، لطلب رفع موافقة، حيث تم الطلب من الموظفة الأولى بالرد بخصوص موافقة أو رفض من الشركة، وصرحت لي أن الموضوع مو عندهم عند قسم التنويم، وتم الاتصال بقسم التنويم وأبلغوني ليس لهم علاقة بالموافقات، فتم الاتصال مرة أخرى بالموافقات حيث تم خدمتي ورفع طلب الموافقة، وعند استفساري عن اسم الموظفة الأولى تم إغلاق الخط.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-15T21:00:00Z", "due_at": "2023-01-18T15:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-02-15T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1227843, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-16 00:00:00", "closed": "2023-02-16 00:00:00", "received": "2023-01-16 18:24:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.140904", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0780", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 780 } } }, { "model": "complaints.complaint", "pk": "15ed43e6-3479-470e-95bf-4a62a441093f", "fields": { "created_at": "2024-11-23T09:22:00Z", "updated_at": "2026-04-13T19:00:50.221Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2024-11-3203", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor to request a CT scan of my sinuses and to write a justification for the insurance company to accept the request. I provided the doctor with a picture of the scan and learned that Dr. Turki bin Mahfouz had requested it. He told me that Turki bin Mahfouz had previously worked at Al Hammadi Hospital and that he was a cosmetic surgeon. As a patient, how does this information help me? My condition isn't cosmetic; I have enlarged sinuses, and my doctor at another hospital requeste", "description": "I visited the doctor to request a CT scan of my sinuses and to write a justification for the insurance company to accept the request. I provided the doctor with a picture of the scan and learned that Dr. Turki bin Mahfouz had requested it. He told me that Turki bin Mahfouz had previously worked at Al Hammadi Hospital and that he was a cosmetic surgeon. As a patient, how does this information help me? My condition isn't cosmetic; I have enlarged sinuses, and my doctor at another hospital requested this scan. Since my insurance is with Al Hammadi and all my medical records and tests are with them, I went to Al Hammadi to have it done. I told Dr. Mohammed, \"Please write clear reasons in the application so the insurance company will approve it.\" He said, \"Okay,\" without enthusiasm. I went for the x-ray and received a rejection message from the insurance company because there was no clear reason. I went back to the doctor and spoke to him politely and respectfully. \"Doctor, I received a rejection from the insurance company because there was no clear justification. Is it possible to resubmit the application and provide a clear justification for approval?\" He refused and raised his voice at me, telling me to go complain to the insurance company. I said, \"Okay,\" and left. I contacted the insurance company, and they said, \"The doctor only wrote 'sinus blockage'?\" I asked them which hospital my insurance would cover for the scan, and they told me it was the Specialized Medical Center. I went there and saw an ENT doctor who ordered the scan and described my condition. The insurance company accepted it, and I had the scan done in less than an hour. Dr. Mohammed's behavior—raising his voice and his overall attitude toward the patient—was unprofessional and unbecoming of Al-Hammadi Hospital. Whether Dr. Turki bin Mahfouz was at Al-Hammadi Hospital or not is irrelevant to me as a patient. Dr. Mohammed is one of the reasons I don't want to visit Al-Hammadi Hospital again.\n\n[Arabic]:\n تم زيارة الدكتور لطلب اشاعه مقطعيه للجيوب الانفيه وكتابة مبرر لقبول شركة التامين الطلب وتم تزويد\nالدكتور بصوره باسم الاشاعه وعرف ان الدكتور تركي بن محفوظ هو من طلب هذي الاشاعه قال لي تركي بن\nمحفوظ هذا كان عندنا سابقاً في مستشفى الحمادي هو دكتور تجميل بس !!!! انا كا مريض المعلومه هذي تفيدني\nفي ايش ان حالتي ليست حالة تجميل انا عندي تضخم في الجيوب ودكتوري في مستشفى اخر طلب مني هذي الاشاعه وبحكم ان تاميني ماشي في الحمادي وملفي وتحاليلي كلها بالحمادي جيت اسويها بالحمادي . قلت لدكتور محمد بعد اذنك تكتب اسباب واضحه في الطلب عشان التامين يوافقون قال طيب بدون نفس وانا رحت الاشاعه وجتني رساله رفض من التامين لعدم وجود سبب واضح رجعت لدكتور اتكلم معه بكل ادب واحترام , دكتور جاني رفض من شركة التامين لعدم وجود مبرر واضح هل من الممكن ترفع الطلب مره ثانيه وتوضيح مبرر عشان\nالموافقه رفض ويرفع صوته علي يقول روحي اشتكي شركة التأمين قلت طيب وطلعت كلمت شركة التامين قالو\nالدكتور كاتب انسداد بالجيوب الانفيه فقط ؟؟؟؟ سالتهم ايش المستشفى الي يقبله تاميني والاشاعه قالو لي\nالتخصصي الطبي ورحت ودخلت على دكتور انفس واذن وحنجره وطلب الاشاعه ووصف الحاله بطلب وقبلو\nشركة التامين وسويت الاشاعه في اقل من ساعه ... دكتور محمد تعامله ورفعت صوته وتصرفه مع المريض غير\nمهني وغير لائق بمستشفى الحمادي الدكتور تركي بن محفوظ كان موجود في مستشفى الحمادي او لم يكن فيه انا كأمريض ليس لي علاقه الدكتور محمد هو احد اسباب عدم الرغبه بزيارة مستشفى الحمادي في المرات القادمه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-22T21:00:00Z", "due_at": "2024-11-25T09:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-22T21:00:00Z", "explanation_received_at": "2024-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1825346, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-23 00:00:00", "closed": null, "received": "2024-11-23 12:22:00", "resolved": "2024-11-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:50.214496", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3203", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 3203 } } }, { "model": "complaints.complaint", "pk": "15f57761-c2b9-4b35-9711-5202b973fcb9", "fields": { "created_at": "2023-05-27T18:40:00Z", "updated_at": "2026-04-13T18:57:40.788Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ezzat Abdel Aziem", "expected_result": "", "reference_number": "CMP-2023-05-1294", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "30f3a44b-c5e8-47e7-89be-246550ec0f02", "title": "I attended my appointment and explained my mental state. The doctor confirmed that it was a \"depression case\" and requested that my husband attend the next visit. After we came for the follow-up, he informed us that it was not his specialty and referred me to another doctor, even though he did not mention this from the beginning. This led to a misunderstanding between my husband and me, further worsening my mental state.", "description": "I attended my appointment and explained my mental state. The doctor confirmed that it was a \"depression case\" and requested that my husband attend the next visit. After we came for the follow-up, he informed us that it was not his specialty and referred me to another doctor, even though he did not mention this from the beginning. This led to a misunderstanding between my husband and me, further worsening my mental state.\n\n[Arabic]:\nتم حضوري لموعدي وشرح الحالة النفسية حتى انه اكد لي انها ( حالة اكتئاب ) وطلب منى حضور زوجي في المراجعه القادمة وبعد حضورنا افادنا انه ليس من اختصاصي واحالتي على دكتور اخر علما انه لم يذكر ذلك من البداية ، مما ادى الى حصول سوء فهم بيني وبين زوجي واستياء حالتي النفسية اكثر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-28T21:00:00Z", "due_at": "2023-05-29T18:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-28T21:00:00Z", "explanation_received_at": "2023-06-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 540556441, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-05-29 00:00:00", "closed": null, "received": "2023-05-27 21:40:00", "resolved": "2023-06-06 00:00:00", "escalated": null, "first_reminder": "2023-06-04 00:00:00" }, "imported_at": "2026-04-13T21:57:40.786218", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1294", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1294 } } }, { "model": "complaints.complaint", "pk": "15fa0b1f-8ade-4c89-86cc-5e9e9031eee8", "fields": { "created_at": "2024-12-05T15:37:00Z", "updated_at": "2026-04-13T19:01:00.051Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMAD ABDULKAREEM", "expected_result": "", "reference_number": "CMP-2024-12-3303", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4f4408f4-664a-4c55-86bc-733402b20498", "title": "The doctor prescribed a medication that caused me to bleed for 20 days. After returning to him, there was no explanation for the reason, and he prescribed another medication.", "description": "The doctor prescribed a medication that caused me to bleed for 20 days. After returning to him, there was no explanation for the reason, and he prescribed another medication.\n\n[Arabic]:\nتم صرف دواء من قبل الدكتور تسبب لي بحدوث نزيف لمدة 20 يوم وبعد الرجوع له لم يكن هناك اي توضيح عن السبب وقام بصرف دواء اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-06T21:00:00Z", "due_at": "2024-12-07T15:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-09T21:00:00Z", "second_reminder_sent_at": "2024-12-09T21:00:00Z", "escalated_at": "2024-12-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-06T21:00:00Z", "explanation_received_at": "2024-12-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30352797, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "Medication & Vaccination", "classification": "Prescribing errors" }, "timeline": { "sent": "2024-12-07 00:00:00", "closed": null, "received": "2024-12-05 18:37:00", "resolved": null, "escalated": "2024-12-10 00:00:00", "first_reminder": "2024-12-10 00:00:00" }, "imported_at": "2026-04-13T22:01:00.040901", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3303", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3303 } } }, { "model": "complaints.complaint", "pk": "1614d50b-0483-4d6e-9a43-b9abd6b46990", "fields": { "created_at": "2023-01-07T10:00:00Z", "updated_at": "2026-04-13T18:56:54.748Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0749", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I faced many issues with the nurse. the nurse’s behavior was unprofessional and uncooperative. She\nraised her voice and talked to me in an inappropriate and talked with incomprehensible words", "description": "I faced many issues with the nurse. the nurse’s behavior was unprofessional and uncooperative. She\nraised her voice and talked to me in an inappropriate and talked with incomprehensible words\n\n[Arabic]:\nواجهتُ العديد من المشاكل مع الممرضة. كان سلوكها غير مهني وغير متعاون. رفعت صوتها وتحدثت معي بأسلوب غير لائق وبكلمات غير مفهومة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 185, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-06T21:00:00Z", "due_at": "2023-01-09T10:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-06T21:00:00Z", "explanation_received_at": "2023-01-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220295, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "3.Skills and \nConduct", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-01-07 00:00:00", "closed": null, "received": "2023-01-07 13:00:00", "resolved": "2023-01-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.743030", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0749", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض التخدير", "main": "التمريض" }, "original_complaint_num": 749 } } }, { "model": "complaints.complaint", "pk": "1632eb14-bc2b-440c-9075-6d960b959595", "fields": { "created_at": "2025-07-02T17:12:00Z", "updated_at": "2026-04-13T19:02:22.122Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور محمد الشخص ", "expected_result": "", "reference_number": "CMP-2025-07-4410", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor left before completing the procedure and without submitting the service request", "description": "\"The doctor left before completing the procedure and without submitting the service request\n\n[Arabic]:\nخرج الدكتور قبل اكمال الاجراء وعدم رفع طلب الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-04T17:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-02T17:12:00Z", "explanation_received_at": "2025-07-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4410, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "1645048b-b842-4adb-9b84-8057e6192923", "fields": { "created_at": "2024-07-07T06:25:00Z", "updated_at": "2026-04-13T19:00:05.917Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2650", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "At the beginning of the appointment, the doctor asked me, \"What medication do you want me to prescribe?\" I replied, \"You're the doctor, and you're asking me? If I knew, I wouldn't have come. I've been waiting for this appointment for two months, but unfortunately, I saw the wrong person.\" I left the clinic immediately after the aforementioned discussion because I couldn't trust the diagnosis or prescription from the treating physician. Note that the consultation fee was refunded.", "description": "At the beginning of the appointment, the doctor asked me, \"What medication do you want me to prescribe?\" I replied, \"You're the doctor, and you're asking me? If I knew, I wouldn't have come. I've been waiting for this appointment for two months, but unfortunately, I saw the wrong person.\" I left the clinic immediately after the aforementioned discussion because I couldn't trust the diagnosis or prescription from the treating physician. Note that the consultation fee was refunded.\n\n[Arabic]:\nفي بداية العياده قام الطبيب بسؤالي ( وش تبغى اعطيك علاج(اصرفلك) جاوبت عليه انت الدكتور وتسالني لو اعرف ماجيتك وانا انتظر الموعد من شهرين ولكن للاسف عند الشخص الغلط تم خروجي على الفور من العياده بعد النقاش المذكور لانه لا يمكن الثقه بما سوف يتم التشخيص او صرفه من قبل الطبيب المعالج علما انه تم استرجاع مبلغ الزياره", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-06T21:00:00Z", "due_at": "2024-07-09T06:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-07T21:00:00Z", "second_reminder_sent_at": "2024-07-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-06T21:00:00Z", "explanation_received_at": "2024-07-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-07-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30103711, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.1.Deficient Information" }, "timeline": { "sent": "2024-07-07 00:00:00", "closed": null, "received": "2024-07-07 09:25:00", "resolved": "2024-07-27 00:00:00", "escalated": null, "first_reminder": "2024-07-08 00:00:00" }, "imported_at": "2026-04-13T22:00:05.912852", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2650", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2650 } } }, { "model": "complaints.complaint", "pk": "164f795b-e16c-4dd7-9d67-edd3d4ff4db8", "fields": { "created_at": "2023-02-02T12:41:00Z", "updated_at": "2026-04-13T18:57:05.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0849", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After agreeing to leave, the medication was not delivered and the patient was forced to wait for 6 hours.\n", "description": "After agreeing to leave, the medication was not delivered and the patient was forced to wait for 6 hours.\n\n\n[Arabic]:\nبعد الموافقھ على الخروج عدم تسليم الادوية والاجبار على الانتظار ٦ ساعات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-01T21:00:00Z", "due_at": "2023-02-04T12:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-01T21:00:00Z", "explanation_received_at": "2023-02-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240627, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2023-02-02 00:00:00", "closed": null, "received": "2023-02-02 15:41:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.379854", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0849", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 849 } } }, { "model": "complaints.complaint", "pk": "1652b73a-1cfe-4e98-95dc-cb283f473580", "fields": { "created_at": "2022-12-10T07:17:00Z", "updated_at": "2026-04-13T18:56:43.119Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0655", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 8, 2022, my child was treated badly by a security officer who raised her voice at him, causing him to cry, because he had been given a face mask twice.", "description": "On December 8, 2022, my child was treated badly by a security officer who raised her voice at him, causing him to cry, because he had been given a face mask twice.\n\n[Arabic]:\n بتاريخ 8 ديسمبر 2022م تم التعامل من قبل موظفة الامن مع طفلي بطريقة سيئة وبرفع الصوت عليه مما ادى الى بكائه وذلك بسبب اخذه ماسك للوجه مرتين . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-09T21:00:00Z", "due_at": "2022-12-12T07:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-10T21:00:00Z", "second_reminder_sent_at": "2022-12-11T21:00:00Z", "escalated_at": "2022-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-09T21:00:00Z", "explanation_received_at": "2022-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1266155, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-10 00:00:00", "closed": null, "received": "2022-12-10 10:17:00", "resolved": "2022-12-29 00:00:00", "escalated": "2022-12-17 00:00:00", "first_reminder": "2022-12-11 00:00:00" }, "imported_at": "2026-04-13T21:56:43.114314", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0655", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 655 } } }, { "model": "complaints.complaint", "pk": "1665e576-bd34-49eb-8e46-b774d18643dc", "fields": { "created_at": "2025-01-28T11:35:00Z", "updated_at": "2026-04-13T19:01:14.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.رانيا احمد", "expected_result": "", "reference_number": "CMP-2025-01-3615", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave was not approved.\n\n\n\n\n\n\n", "description": "The leave was not approved.\n\n\n\n\n\n\n\n\n[Arabic]:\nلم يتم الموافقه على الاجازه من قبل الطبيبه المعالجه ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-30T11:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-28T11:35:00Z", "explanation_received_at": "2025-01-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3615, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "16797a81-0fa4-4f61-bd97-bd56eea507e4", "fields": { "created_at": "2025-08-25T10:45:00Z", "updated_at": "2026-04-13T19:02:37.268Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارئ", "expected_result": "", "reference_number": "CMP-2025-08-4680-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.", "description": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.\n\n[Arabic]:\nتتلخص الشكوى في سوء الإدارة والإهمال الطبي الذي تعرض له المريض من قبل الطاقم الطبي، حيث لم يتم الالتزام بالبروتوكولات الطبية في فحص الإصابة الناتجة عن حادث مروري، وتم تجاهل ملاحظات ذوي المريض حول وجود تورم في اليد والمعصم. كما يشتمل الإهمال على الفشل في تركيب المغذي الوريدي مرتين، والتقليل من شأن الألم الذي يعانيه المريض بوصفه \"دلع\"، إضافة إلى عدم معرفة الطاقم بالإجراءات المتبعة في حالات الحوادث المرورية وكتابة التقارير اللازمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T10:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T10:45:00Z", "explanation_received_at": "2025-08-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4680, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "16856b7b-ca8f-4209-99be-bf9f2a4e54f4", "fields": { "created_at": "2022-10-27T10:48:00Z", "updated_at": "2026-04-13T18:56:21.859Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0458", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 25Oct 2022 my father admitted in the ICU. The nurse –in charge ( Indian nurse ) for my father was uncooperative. When my father need to change the diaper and cleaning him she said “after you leave I will clean him”. This is unacceptable to let my father without cleaning for long time. ", "description": "On 25Oct 2022 my father admitted in the ICU. The nurse –in charge ( Indian nurse ) for my father was uncooperative. When my father need to change the diaper and cleaning him she said “after you leave I will clean him”. This is unacceptable to let my father without cleaning for long time. \n\n[Arabic]:\nفي ٢٥ أكتوبر ٢٠٢٢، أُدخل والدي إلى وحدة العناية المركزة. كانت الممرضة المسؤولة عنه (ممرضة هندية) غير متعاونة. عندما احتاج والدي لتغيير الحفاض وتنظيفه، قالت: \"سأنظفه بعد أن تغادر\". من غير المقبول ترك والدي دون تنظيف لفترة طويلة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-26T21:00:00Z", "due_at": "2022-10-29T10:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-26T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221945, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-27 00:00:00", "closed": null, "received": "2022-10-27 13:48:00", "resolved": "2022-10-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.856481", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0458", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 458 } } }, { "model": "complaints.complaint", "pk": "1698bad5-10a1-4d08-a5f1-fe98ff7254fb", "fields": { "created_at": "2024-01-06T12:26:00Z", "updated_at": "2026-04-13T18:59:05.861Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MOHAMED NADER ABDELHAMID ELSAYED", "expected_result": "", "reference_number": "CMP-2024-01-2046", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "c2fbd348-5cfa-4dc5-b814-3021bdbf0601", "title": "A sebaceous cyst was surgically removed from inside my eyelid by the doctor, causing me persistent pain. The treatment has been changed twice without success.\n\nCurrently, I pray for recovery above all else, and I hope the doctor will understand that this procedure was inappropriate. Wouldn't it have been better to remove the cyst externally?", "description": "A sebaceous cyst was surgically removed from inside my eyelid by the doctor, causing me persistent pain. The treatment has been changed twice without success.\n\nCurrently, I pray for recovery above all else, and I hope the doctor will understand that this procedure was inappropriate. Wouldn't it have been better to remove the cyst externally?\n\n[Arabic]:\n تم ازالة كيس دهني من عيني وقام الدكتور بازالته جراحيا من داخل الجفن مما سبب لي الام لم تتوقف حتى الان\nوتم تغيير العلاج مرتين دون فائدة.\nحاليا اتمنى العافية من االله قبل كل شيء وتنبيه الدكتور ان هذا الاجراء غير مناسب ما ضر لو استأصل الكيس خارجيا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-08T12:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": "2024-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-08T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30071263, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": null, "received": "2024-01-06 15:26:00", "resolved": "2024-01-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.856788", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2046", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2046 } } }, { "model": "complaints.complaint", "pk": "16de66bb-b1c3-4417-865a-6d557ead6de8", "fields": { "created_at": "2025-05-12T11:41:00Z", "updated_at": "2026-04-13T19:01:58.610Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-05-4150", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The attached report related to the death case is not stamped, and the beneficiary resides outside the city of Riyadh, which makes it difficult to receive the report in person. We kindly request clarification on the appropriate method to obtain a stamped and certified copy of the report.\n", "description": "The attached report related to the death case is not stamped, and the beneficiary resides outside the city of Riyadh, which makes it difficult to receive the report in person. We kindly request clarification on the appropriate method to obtain a stamped and certified copy of the report.\n\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T11:41:00Z", "explanation_received_at": "2025-05-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4150, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "16f2b7eb-67e7-4d9c-9f14-8c5fa301a062", "fields": { "created_at": "2024-10-22T17:53:00Z", "updated_at": "2026-04-13T19:00:39.091Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90228-MOHAMMAD ABURAHMAH ", "expected_result": "", "reference_number": "CMP-2024-10-3075", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in writing a detailed case report from 1/10/2024", "description": "Delay in writing a detailed case report from 1/10/2024\n\n[Arabic]:\nتاخير كتابة تقرير مفصل بالحالة من تاريخ 1/10/2024", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 193, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-21T21:00:00Z", "due_at": "2024-10-24T17:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-21T21:00:00Z", "explanation_received_at": "2024-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255862, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-10-22 00:00:00", "closed": null, "received": "2024-10-22 20:53:00", "resolved": "2024-10-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:39.088629", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3075", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة سمنة", "main": "الطبي" }, "original_complaint_num": 3075 } } }, { "model": "complaints.complaint", "pk": "170d2d4d-3c94-4df5-8e5f-cf04cb0f7a5c", "fields": { "created_at": "2023-12-28T17:53:00Z", "updated_at": "2026-04-13T18:58:56.837Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2016", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was asked to provide a co-payment for the medications, even though my insurance does not have a co-payment, and I explained this to them, but to no avail.", "description": "I was asked to provide a co-payment for the medications, even though my insurance does not have a co-payment, and I explained this to them, but to no avail.\n\n[Arabic]:\nتم طلب مني نسبة تحمل على الادويه علماً بان تاميني بدون نسبة تحمل وتم شرح ذلك لهم ولكن بلا جدوى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2023-12-30T17:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2023-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301073, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": null, "received": "2023-12-28 20:53:00", "resolved": "2023-12-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.830322", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2016", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2016 } } }, { "model": "complaints.complaint", "pk": "1714e7b3-5eac-4b0c-a40e-c2f1f04034cd", "fields": { "created_at": "2024-02-10T09:49:00Z", "updated_at": "2026-04-13T18:59:18.072Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2183", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An error occurred in submitting the insurance approval request. I had to enter and then leave the radiology room after the scan had started due to a mistake in the required scan code. I don't know who is responsible for the error, whether it was the doctor or the approvals department.", "description": "An error occurred in submitting the insurance approval request. I had to enter and then leave the radiology room after the scan had started due to a mistake in the required scan code. I don't know who is responsible for the error, whether it was the doctor or the approvals department.\n\n[Arabic]:\nخطأ في ارسال طلب موافقة التامين حيث اضطرت لدخول غرفة الاشعة والخروج منها بعد بداية التصوير لغلط\nفي كود الفحص المطلوب ولا اعلم الجهة المسوولة عن الخطا ان كان من طبيب او قسم الموافقات", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-09T21:00:00Z", "due_at": "2024-02-12T09:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30034926, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-10 00:00:00", "closed": null, "received": "2024-02-10 12:49:00", "resolved": "2024-02-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.066814", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2183", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2183 } } }, { "model": "complaints.complaint", "pk": "1722dde3-c76f-47c0-8bc8-958af4887dcb", "fields": { "created_at": "2023-03-19T06:31:00Z", "updated_at": "2026-04-13T18:57:18.183Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1030", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My leave was not uploaded to the Sehaty platform.\n", "description": "My leave was not uploaded to the Sehaty platform.\n\n\n[Arabic]:\nلم يتم ارفاق اجازتي لدى منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-18T21:00:00Z", "due_at": "2023-03-21T06:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30148801, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-03-19 00:00:00", "closed": null, "received": "2023-03-19 09:31:00", "resolved": "2023-03-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.178051", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1030", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1030 } } }, { "model": "complaints.complaint", "pk": "172359f7-b8d8-48f9-9daa-12e64d031fe8", "fields": { "created_at": "2025-02-02T11:44:00Z", "updated_at": "2026-04-13T19:01:23.364Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3645", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a strong odor inside the eye examination clinic\n\n\n\n", "description": "There is a strong odor inside the eye examination clinic\n\n\n\n\n\n[Arabic]:\nوجود رائحة قويه داخل عيادة اجراء الفحص للعيون ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-04T11:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-02T11:44:00Z", "explanation_received_at": "2025-02-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3645, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "1727f930-7ffb-4fdb-8902-fd8c820ee49e", "fields": { "created_at": "2024-07-31T13:01:00Z", "updated_at": "2026-04-13T19:00:08.146Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2760", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I entered the lab based on my blood draw appointment. The lab gave me a paper, then I went to pray. When I came back, my number was gone. I asked the receptionist if I could go in, and she said okay. A specialist with an unprofessional attitude met me and told me to go back to reception. I told her I was praying, and reception allowed me to go in and directed me to her. She replied, \"Go back,\" in a loud voice, and turned to an employee in the department and called him by the name Faisal. Look at", "description": "I entered the lab based on my blood draw appointment. The lab gave me a paper, then I went to pray. When I came back, my number was gone. I asked the receptionist if I could go in, and she said okay. A specialist with an unprofessional attitude met me and told me to go back to reception. I told her I was praying, and reception allowed me to go in and directed me to her. She replied, \"Go back,\" in a loud voice, and turned to an employee in the department and called him by the name Faisal. Look at her in an impolite way.\n\n[Arabic]:\nدخلت المختبر بناء على موعد سحب دم المختبر عطاني ورقه بعدها رحت اصلي رجعت طاف رقمي سئلت موظف الاستقبال ادخل قالت تمام قابلتني اخصائيه اسلوبها غير مهني وابلغتني بالرجوع للاستقبال قلت لها كنت اصلي والاستقبال سمح لي بالدخول وجهني لك تم الرد علي ( ارجعي بنبره صوت مرتفعه وتلف على موظف معها بالقسم قامت بالنداء عليه باسم فيصل شوفها بطريقه غير مهذبه ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-03T21:00:00Z", "due_at": "2024-08-02T13:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-03T21:00:00Z", "explanation_received_at": "2024-08-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30338841, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-08-04 00:00:00", "closed": null, "received": "2024-07-31 16:01:00", "resolved": "2024-08-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:08.143499", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2760", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2760 } } }, { "model": "complaints.complaint", "pk": "17543a18-3c8b-49b3-b908-44d942ec96ef", "fields": { "created_at": "2022-12-17T10:50:00Z", "updated_at": "2026-04-13T18:56:44.247Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2022-12-0674", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 12, 2022, my daughter had an appointment with Dr. Mohamed Samir. I was on the waiting list, and when I asked the doctor about my turn to enter, he treated me with arrogance and condescension, in addition to the lack of a system in the clinic.", "description": "On December 12, 2022, my daughter had an appointment with Dr. Mohamed Samir. I was on the waiting list, and when I asked the doctor about my turn to enter, he treated me with arrogance and condescension, in addition to the lack of a system in the clinic.\n\n[Arabic]:\n بتاريخ 12ديسمبر 2022م كان لدى ابنتي موعد مع الطبيب محمد سمير حيث كنت في قائمة الانتظار وعند سوالي للطبيب عن دوري في الدخول كان التعامل منهوالرد بتعالي وفوقية بالاضافة عدم وجود نظام بالعيادة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T10:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1354683, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 13:50:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.242190", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0674", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 674 } } }, { "model": "complaints.complaint", "pk": "1772c184-344c-4f7b-b453-6b773a224c98", "fields": { "created_at": "2023-10-30T09:51:00Z", "updated_at": "2026-04-13T18:58:33.022Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1774", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance approval was not submitted, and the case was an emergency, on 8/10/2023.", "description": "The insurance approval was not submitted, and the case was an emergency, on 8/10/2023.\n\n[Arabic]:\nعدم رفع موافقه لتامين والحالة كانت طارئه وذلك بتاربخ 8/10/2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-29T21:00:00Z", "due_at": "2023-11-01T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-29T21:00:00Z", "explanation_received_at": "2023-10-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293905, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Delays", "classification": "Delay in admitting patient" }, "timeline": { "sent": "2023-10-30 00:00:00", "closed": null, "received": "2023-10-30 12:51:00", "resolved": "2023-11-01 00:00:00", "escalated": null, "first_reminder": "2023-10-30 00:00:00" }, "imported_at": "2026-04-13T21:58:33.015214", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1774", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1774 } } }, { "model": "complaints.complaint", "pk": "1775e83b-0c77-4c33-ba13-d759d274b3af", "fields": { "created_at": "2024-01-03T07:02:00Z", "updated_at": "2026-04-13T18:59:05.618Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr USAMAH JBARA ABDELHAMEED ALBARGOUTHI", "expected_result": "", "reference_number": "CMP-2024-01-2041", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "5e5115a6-91a6-4266-9e39-3d6952e4d458", "title": "From the first day I arrived at the emergency room, I was admitted to the hospital for an endoscopic kidney stone removal procedure with Dr. Osama Barghouthi, whom I only met after the operation. He spoke to me with blatant and contemptuous disregard when he saw me in the recovery room simply because I had asked him for pain relief after the procedure. His entire conversation revolved around the luxurious life we ​​Saudis supposedly enjoy. I quote him saying, \"You come here and get hurt over som", "description": "From the first day I arrived at the emergency room, I was admitted to the hospital for an endoscopic kidney stone removal procedure with Dr. Osama Barghouthi, whom I only met after the operation. He spoke to me with blatant and contemptuous disregard when he saw me in the recovery room simply because I had asked him for pain relief after the procedure. His entire conversation revolved around the luxurious life we ​​Saudis supposedly enjoy. I quote him saying, \"You come here and get hurt over something minor and complain so much. Why don't you go to Gaza and see the suffering there? Your pain is nothing. Go home already. You've been here too long.\" The hospital wanted morphine, and they gave me plenty; they couldn't give me more. I didn't ask for morphine; I asked for pain relief for the pain I was experiencing after the surgery. He said this to me with a smile, and I responded normally, as if he were joking. But I didn't like what he said, and I couldn't respond for fear of harming my health, especially since I was going to have another surgery with him—to remove a stent in my ureter. The day for the stent removal arrived, and it was done. Everything was normal until Dr. Osama Al-Barghouthi visited me in my recovery room after the procedure. He repeated his statement that I should go to Gaza to understand the suffering of the people there. I remained silent, smiled, and told him, \"I'm in Saudi Arabia, and I'm comfortable.\"She smiled and he smiled, and he was with a Saudi doctor, I wish I could remember his name, but he was dark-skinned and wore glasses. You can verify what happened to me, and I also have witnesses to this bad deed and the bad words that come out of the mouth of a doctor who is supposed to be honest and professional in his dealings with his patients, as politics should not be mentioned in a workplace, and this is very much against the law of the country.\n\n[Arabic]:\n منذ اول يوم قدوم لي بالطوارىء تم تنويمي بالمستشفى لأجراء عملية ازالة حصى عن طريق المنظار مع الدكتور\nاسامه برغوثي الذي لم اقابله الا بعد اجراء العمليه و تكلم معي بأستهتار واضح و صريح عندما قابلني في غرفة\nالتنويم لأني فقط طلبت منه مسكن لأزالة الالم الذي احسست به بعد العمليه وكان كلامه كله يتكلم عن الرغد\nالذي نمر فيه نحن السعوديين و اقتبس كلامه بقوله انتو تجون هنا تتعورون من حاجه بسيطه و تتشكون كثير ليه\nما تروح غزة و تشوف المعاناة الي هناك و الالم الي فيك مو شيء وروح على بيتك خلاص انت جلست كثير\nبالمستشفى تبي مورفين و اعطيناك كثير وما يصلح نعطيك زياده وانا لم اطلب منه مورفين كنت اطلب منه مسكن\nللألم الذي احس فيه بعد العملية وكان يقولها لي بأبتسامه وانا رددت عليه طبيعي وكأنه كان يمزح ولكن كلامه لم\nيعجبني ولم استطع الرد عليه خوفاً على صحتي و اني سأجري عمليه اخرى معه وهي ازالة الدعامه بالحالب ، و بعد ما اتى يوم ازالة الدعامه لدي تمت ازالتها و كل شيء كان طبيعي حتى زارني الدكتور اسامه البرغوثي بعد عملية الازاله في غرفة التنويم وكرركلامه من جديد انني يجب ان اذهب الى غزة لكي احس بمعاناة الشعب الذي في غزة سكت و ابتسمت و قلت له انا في السعودية و مرتاح و ابتسمت وهو ابتسم و كان معاه طبيب سعودي ليتني اذكر اسمه لكنه اسمر اللون و يرتدي نظارة طبيه ويمكنكم التأكد من الكلام الذي حصل معي و ايضاً لدي شهود على هذا العمل السيء و الكلام السيء الذي يخرج من فم دكتور من المفترض ان يكون نزيه و احترافي في تعامله مع مرضاه حيث لا يجب ذكر السياسة في مكان عمل وهذا مخالف لقانون الدولة بشكل كبير جداً .\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-03T21:00:00Z", "due_at": "2024-01-05T07:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-07T21:00:00Z", "second_reminder_sent_at": "2024-01-09T21:00:00Z", "escalated_at": "2024-01-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-01-03T21:00:00Z", "explanation_received_at": "2024-01-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305408, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-04 00:00:00", "closed": null, "received": "2024-01-03 10:02:00", "resolved": "2024-01-11 00:00:00", "escalated": "2024-01-10 00:00:00", "first_reminder": "2024-01-08 00:00:00" }, "imported_at": "2026-04-13T21:59:05.608257", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2041", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية", "main": "الطبي" }, "original_complaint_num": 2041 } } }, { "model": "complaints.complaint", "pk": "178e7147-5f8a-47bd-a500-6a9d8d1f4d04", "fields": { "created_at": "2023-11-14T16:17:00Z", "updated_at": "2026-04-13T18:58:43.560Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1851", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child has not received any vaccinations.", "description": "The child has not received any vaccinations.\n\n[Arabic]:\nلم يتم اضافة التطيعمات للطفله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-16T16:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30298469, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-14 19:17:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.557618", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1851", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1851 } } }, { "model": "complaints.complaint", "pk": "178f2eae-3783-4974-a83a-99895ddb3656", "fields": { "created_at": "2025-07-22T07:58:00Z", "updated_at": "2026-04-13T19:02:24.837Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبير ", "expected_result": "", "reference_number": "CMP-2025-07-4508", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child's father states that the test results for his newborn have not been released. When he contacted the laboratory, he was informed that there is no record of any tests conducted for the child.\n\n\n\n\nAsk ChatGPT\n", "description": "The child's father states that the test results for his newborn have not been released. When he contacted the laboratory, he was informed that there is no record of any tests conducted for the child.\n\n\n\n\nAsk ChatGPT\n\n\n[Arabic]:\nيفيد والد الطفل أن التحاليل التي أجراها لابنه حديث الولادة لم تظهر نتائجها، وعند تواصله مع المختبر أفادوه بعدم وجود أي تحليل مسجل باسم الطفل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T07:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T07:58:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4508, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "17921a98-feb9-44d9-8956-efa89aa903ca", "fields": { "created_at": "2024-08-15T11:01:00Z", "updated_at": "2026-04-13T19:00:17.436Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2815-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was hospitalized for four days. The doctor diagnosed me with gastroenteritis but didn't specify the type or cause of the virus. Despite numerous tests, even after my discharge, I wasn't tested for Helicobacter pylori, despite my request. No allergy test was performed before using intravenous fluids. Furthermore, despite explaining my seafood allergy, the first meal I was given during my hospitalization was fish and rice. I consider this a disregard for the patient's allergies.", "description": "I was hospitalized for four days. The doctor diagnosed me with gastroenteritis but didn't specify the type or cause of the virus. Despite numerous tests, even after my discharge, I wasn't tested for Helicobacter pylori, despite my request. No allergy test was performed before using intravenous fluids. Furthermore, despite explaining my seafood allergy, the first meal I was given during my hospitalization was fish and rice. I consider this a disregard for the patient's allergies.\n\n[Arabic]:\nتم تنويمي لمدة اربع ايام حيث افادني الطبيب باصابتي بنزلة معوية ولم يتم توضيح اكثر عن نوع وسبب الفايروس ورغم كثرة التحاليل وحتى خروجي لم يتم عمل تحليل جرثومة المعدة رغم طلبي لذلك ولم يتم عمل اختبار حساسية قبل استعمال المحاليل , وانه وبرغم توضيحي ان لدي حساسية من الأكل البحري اول وجبة تم تقديمها لي خلال تنويمي هي سمك و رز فأجد بذلك اهمال لمسببات الحساسية لدى المريض. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-14T21:00:00Z", "due_at": "2024-08-17T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-14T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30336896, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2024-08-15 00:00:00", "closed": null, "received": "2024-08-15 14:01:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.430567", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2815-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجهاز الهمضي و الكبد والمناظير", "main": "الطبي" }, "original_complaint_num": 2815 } } }, { "model": "complaints.complaint", "pk": "17b51818-9d2e-4d83-a940-77fb2610b76c", "fields": { "created_at": "2024-07-25T14:50:00Z", "updated_at": "2026-04-13T19:00:07.573Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2734", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited at the radiology department for more than two hours, and then the receptionist informed me that the patient's form was missing.\nA new form was printed", "description": "I waited at the radiology department for more than two hours, and then the receptionist informed me that the patient's form was missing.\nA new form was printed\n\n[Arabic]:\nتم الانتظار لدى قسم الاشعه لاكثر من ساعتين وبعد ذلك افادت موظفة الاستقبال بأن ورقة المريض مفقوده\nوتم طباعه ورقه جديده .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-24T21:00:00Z", "due_at": "2024-07-27T14:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-24T21:00:00Z", "explanation_received_at": "2024-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30327831, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2024-07-25 00:00:00", "closed": null, "received": "2024-07-25 17:50:00", "resolved": "2024-07-29 00:00:00", "escalated": null, "first_reminder": "2024-07-27 00:00:00" }, "imported_at": "2026-04-13T22:00:07.562872", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2734", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 2734 } } }, { "model": "complaints.complaint", "pk": "17bbff2b-3481-4a9c-b05b-7a436e2ce0ec", "fields": { "created_at": "2024-11-03T21:24:00Z", "updated_at": "2026-04-13T19:00:48.534Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8976-YAHYA HUSEEN AL MASHAAN ", "expected_result": "", "reference_number": "CMP-2024-11-3114", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor's office to see my son, Khaled. He examined him and told me he had requested two types of X-rays. I went to complete the insurance paperwork, and when I returned to the clinic, they told me Dr. Yahya had left and his shift was over.\n\nFor your information, when I met him outside the clinic, he asked me what had happened, and I told him I was going to the insurance office to finalize the paperwork urgently and would return to your clinic. Unfortunately, he didn't wait for me t", "description": "I went to the doctor's office to see my son, Khaled. He examined him and told me he had requested two types of X-rays. I went to complete the insurance paperwork, and when I returned to the clinic, they told me Dr. Yahya had left and his shift was over.\n\nFor your information, when I met him outside the clinic, he asked me what had happened, and I told him I was going to the insurance office to finalize the paperwork urgently and would return to your clinic. Unfortunately, he didn't wait for me to perform the X-rays on my son. It was essential that the doctor examine my child and reassure me about his health; this is part of the hospital's responsibility to patients. Unfortunately, I hope you will look into this complaint, as I am forced to wait until next Tuesday to get an appointment with a pediatric cardiologist to check on my son.\n\n[Arabic]:\nدخلت لاستشارة الطبيب لولدي خالد ومن ثم قام بفحص ابني وقال لي طلبت للولد بأن نقوم باجراء له\nنوعين من الاشعه. ذهبت للقيام باجراءات التامين وعند عودتي للعياده قالو لي الدكتور يحي ذهب وانتهى الدوام.\nهذا وللعلم عند مقابلتي له خارج العياده سالني ماذا حصل معكم وقلت له بانني ذاهب لمكتب التامين لاستكمال\nالاجراء يشكل عاجل وسوف ارجع لعيادتكم.. ولكن للاسف لم ينتظرني للقيام بالاشعه لولدي.. كان من الضروري\nان يقوم الطبيب في اجراءات الفحص لطفلي وليطمئنني على صحته وهذا من باب اهتمام المستشفى بالمرضى\nولكن للاسف.. ارجو النظر في الشكوى حيث انني مضطر ان انتظر الي يوم الثلاثاء القادم للحصول على موعد مع دكتور قلب اطفال للاطمئنان على ابني ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 30, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-08T21:00:00Z", "due_at": "2024-11-05T21:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-09T21:00:00Z", "second_reminder_sent_at": "2024-11-09T21:00:00Z", "escalated_at": "2024-11-10T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30020989, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-11-09 00:00:00", "closed": null, "received": "2024-11-04 00:24:00", "resolved": null, "escalated": "2024-11-11 00:00:00", "first_reminder": "2024-11-10 00:00:00" }, "imported_at": "2026-04-13T22:00:48.531527", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3114", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات قلب (أطفال)", "main": "الطبي" }, "original_complaint_num": 3114 } } }, { "model": "complaints.complaint", "pk": "17e0b677-6c69-4511-95d1-7c6f4aa4d630", "fields": { "created_at": "2025-02-12T17:55:00Z", "updated_at": "2026-04-13T19:01:25.033Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "مهند ناصر", "expected_result": "", "reference_number": "CMP-2025-02-3717", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "doctor did not do physicql exq,inqtion qnd or check the pqtient blood tests until the fqther qsked hi, to ", "description": "doctor did not do physicql exq,inqtion qnd or check the pqtient blood tests until the fqther qsked hi, to \n\n[Arabic]:\nبافادة المراجهع لم يطلع الطبيب على نتائج التحاليل للطفلة الا بعد الطلب منه و لم يقم الطبيب بفحص سريري", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 28, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-14T17:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-12T17:55:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3717, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "17f27673-3444-4e98-a69d-17b9241d9f03", "fields": { "created_at": "2022-11-24T16:12:00Z", "updated_at": "2026-04-13T18:56:33.322Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0614", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A restricted prescription was written by the treating physician as the patient needs the medication frequently, but the patient was informed by the pharmacy that the medication is dispensed once a year.", "description": "A restricted prescription was written by the treating physician as the patient needs the medication frequently, but the patient was informed by the pharmacy that the medication is dispensed once a year.\n\n[Arabic]:\nتم كتابة وصفة طبيه مقيدة من قبل الطبيب المعالج حيث ان المريض يحتاج الى الدواء بشكل متكرر ولكن تم افادة المريض من قبل الصيدلية بانه يتم صرف الدواء مرة واحدة بالسنه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-23T21:00:00Z", "due_at": "2022-11-26T16:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-23T21:00:00Z", "explanation_received_at": "2022-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-29T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30058100, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.4 Insufficient medication prescribed" }, "timeline": { "sent": "2022-11-24 00:00:00", "closed": null, "received": "2022-11-24 19:12:00", "resolved": "2022-11-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.311631", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0614", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 614 } } }, { "model": "complaints.complaint", "pk": "181ee45a-2fc4-459b-91c9-7c32733f2622", "fields": { "created_at": "2023-12-23T07:58:00Z", "updated_at": "2026-04-13T18:58:55.909Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2023-12-1986", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I consulted the doctor twice at widely spaced intervals, and both times I received no benefit because he requested tests, which were then sent to the insurance company and consistently rejected. On my last visit, I submitted the requests more than three times, and each time they were rejected. When I contacted the insurance company, they stated that the doctor's explanation was insufficient for approval. It's worth noting that on both occasions, I went to another hospital where the necessary pro", "description": "I consulted the doctor twice at widely spaced intervals, and both times I received no benefit because he requested tests, which were then sent to the insurance company and consistently rejected. On my last visit, I submitted the requests more than three times, and each time they were rejected. When I contacted the insurance company, they stated that the doctor's explanation was insufficient for approval. It's worth noting that on both occasions, I went to another hospital where the necessary procedures were performed easily and smoothly, without any complications. Furthermore, during my second visit, I showed the doctor previous test results and explained my situation. I am now requesting a refund for both visits due to the lack of benefit.\n\n[Arabic]:\n تمت مراجعة الطبيب مرتين خلال فترات متباعدة وفي كلا المرتين لم يتم الاستفادة بسبب انه يطلب\nتحاليل ويتم ارسالها للتأمين ويتم رفضها دائما وفي المرة الاخيرة تم الرفع اكثر من ثلاث مرات وتم رفضهم وعند\nالاتصال بشركة التأمين تمت الافادة ان شرح الطبيب لم يكن كافي للحصول على الموافقة مع العلم انه في المرتين تم\nالذهاب الى مستشفى اخر وتم عمل المطلوب بكل سهولة ويسر ودون اي تعقيد مع العلم بأني اطلعته عند حضوري للمرة الثانية \nعلى تحاليل سابقة وشرحت له الحالة ، واطالب حاليا باسترجاع مبلغ الزيارتين لعدم الاستفادة.\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-25T07:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-25T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30026279, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-23 10:58:00", "resolved": "2023-12-26 00:00:00", "escalated": null, "first_reminder": "2023-12-25 00:00:00" }, "imported_at": "2026-04-13T21:58:55.906803", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1986", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1986 } } }, { "model": "complaints.complaint", "pk": "1825e575-2e71-4e40-9cd4-a96af7db2c6f", "fields": { "created_at": "2023-01-01T15:42:00Z", "updated_at": "2026-04-13T18:56:54.264Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0747", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The sick leave certificate has not been uploaded to the Seha platform.", "description": "The sick leave certificate has not been uploaded to the Seha platform.\n\n[Arabic]:\nلم يتم رفع الاجازه المرضيه على منصه صحه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-31T21:00:00Z", "due_at": "2023-01-03T15:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-31T21:00:00Z", "explanation_received_at": "2023-01-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30204117, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-01-01 00:00:00", "closed": null, "received": "2023-01-01 18:42:00", "resolved": "2023-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.256793", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0747", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 747 } } }, { "model": "complaints.complaint", "pk": "1858e0e6-1eec-4205-9152-06198c5f1aab", "fields": { "created_at": "2023-12-16T14:05:00Z", "updated_at": "2026-04-13T18:58:54.605Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6876-AHMED HASSAN KAKAA ", "expected_result": "", "reference_number": "CMP-2023-12-1951", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have pain in my ear and I went to a health clinic and I was told that I needed to go to a consultant because there was something strange in my ear. When I visited Dr. Ahmed Qaqa, the doctor examined me with the naked eye and told me that there was nothing, even though I told him that I was suffering from severe pain. He told me that there was something inside my ear and that it needed a more accurate diagnosis. He did not take my words into account, as it causes me dizziness at times. He only ", "description": "I have pain in my ear and I went to a health clinic and I was told that I needed to go to a consultant because there was something strange in my ear. When I visited Dr. Ahmed Qaqa, the doctor examined me with the naked eye and told me that there was nothing, even though I told him that I was suffering from severe pain. He told me that there was something inside my ear and that it needed a more accurate diagnosis. He did not take my words into account, as it causes me dizziness at times. He only gave me a painkiller and repeated that there was nothing. A week has passed and the pain is still there.\n\n[Arabic]:\n عندي الم باذني ورحت لمستوصف صحي وتم ابلاغي بضرور التوجه للاستشاري لوجود شي غريب بالاذن وعند زياة الطبيب احمد قعقع تم الكشف بالعين المجرده من قبل الطبيب المعالج وابلاغي بعدم وجود شي علم اني ابلغته اني اعاني من الم شديد وتم ابلاغ بوجود شي داخل الاذن ويحتاج لتشخيص ادق لم يتم الاخذ بكلامي من قبله حيث انه يسبب لي الدوخه في بعض الاوقات ل تم اعطائي مسكن فقط وتكرار بعدم وجود شي وتم مرور اسبوع والى الان الالم موجود . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-15T21:00:00Z", "due_at": "2023-12-18T14:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-15T21:00:00Z", "explanation_received_at": "2023-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240807, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-16 00:00:00", "closed": null, "received": "2023-12-16 17:05:00", "resolved": "2023-12-18 00:00:00", "escalated": null, "first_reminder": "2023-12-17 00:00:00" }, "imported_at": "2026-04-13T21:58:54.599977", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1951", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1951 } } }, { "model": "complaints.complaint", "pk": "18745b58-2508-4447-a143-332bf19a1815", "fields": { "created_at": "2023-08-15T08:56:00Z", "updated_at": "2026-04-13T18:58:09.587Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1525", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor requested a hearing test and I went to the reception and was told to wait. After two hours of waiting, I was called to find out that there was no hearing specialist in the morning, and I am elderly and suffer from back pain, and I was not informed.", "description": "The doctor requested a hearing test and I went to the reception and was told to wait. After two hours of waiting, I was called to find out that there was no hearing specialist in the morning, and I am elderly and suffer from back pain, and I was not informed.\n\n[Arabic]:\nتم طلب تخطيط سمع من قبل الدكتور والتوجه للاستقبال وتمت الافاده بالانتظار في حين يتم منادتي بعد ساعتين انتظار اتفاجئ انه ليس هناك اخصائي سمع في الفتره الصباحيه وانا كبير بالسن واعاني من الالم في الظهر ولم يتم تبلغي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 201, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T08:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30093798, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": "2023-09-05 00:00:00", "received": "2023-08-15 11:56:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.579439", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1525", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني اختبار السمع", "main": "الطبي" }, "original_complaint_num": 1525 } } }, { "model": "complaints.complaint", "pk": "1877a778-8949-4051-8169-6636bb02db22", "fields": { "created_at": "2022-11-20T15:26:00Z", "updated_at": "2026-04-13T18:56:32.535Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0567-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 18, 2022, my wife took my son to the emergency room. He was suffering from burns on his thighs. The triage officer was asked to accompany her to put the child in a room and leave the child without any first aid. No nurse came to me. We pressed the call bell, but no one came. My wife called three times from the door of the room, but no one answered. My child’s case was not attended to by any doctor in the emergency department.", "description": "On November 18, 2022, my wife took my son to the emergency room. He was suffering from burns on his thighs. The triage officer was asked to accompany her to put the child in a room and leave the child without any first aid. No nurse came to me. We pressed the call bell, but no one came. My wife called three times from the door of the room, but no one answered. My child’s case was not attended to by any doctor in the emergency department.\n\n[Arabic]:\nبتاريخ 18نوفمبر 2022م دخلت زوجتي بابني للطوارئ يعاني من حروق في الفخذين تم طلب موظف الفرز بمرافقتها لوضع الطفل بغرفه وترك الطفل بدون اي اسعاف ولم يحضر لي اي ممرض ضغطنا جرس المناداه لم يحضر احد ثلاث مرات نادت زوجتي من عند باب الغرفه لا احد يجيب ولم يتم مباشرة حالة طفلي من قبل اي طبيب في في قسم الطوارئ. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-19T21:00:00Z", "due_at": "2022-11-22T15:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-19T21:00:00Z", "explanation_received_at": "2022-11-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235908, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2022-11-20 00:00:00", "closed": null, "received": "2022-11-20 18:26:00", "resolved": "2022-11-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.530649", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0567-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 567 } } }, { "model": "complaints.complaint", "pk": "18985c06-6634-4e81-8fd3-5cf204ca61a0", "fields": { "created_at": "2022-10-24T08:55:00Z", "updated_at": "2026-04-13T18:56:20.908Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0440", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked for a yellow fever vaccination, but the patient was informed that it was not available at the hospital.", "description": "An appointment was booked for a yellow fever vaccination, but the patient was informed that it was not available at the hospital.\n\n[Arabic]:\nتم حجز موعد لاخذ تطعيمة الحمى الصفراء ولكن تم افادة المراجع بعدم توفرها بالمستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-23T21:00:00Z", "due_at": "2022-10-26T08:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-23T21:00:00Z", "explanation_received_at": "2022-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-23T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2491864464, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2022-10-24 00:00:00", "closed": null, "received": "2022-10-24 11:55:00", "resolved": "2022-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.903224", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0440", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 440 } } }, { "model": "complaints.complaint", "pk": "18a676f8-6cdc-4834-a6ce-aadd33f55dde", "fields": { "created_at": "2023-03-29T21:44:00Z", "updated_at": "2026-04-13T18:57:20.192Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULLAH", "expected_result": "", "reference_number": "CMP-2023-03-1116", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no skill in inserting the needle by the employee, as the employee uses the mobile phone while serving me and moves around with the mobile phone and charger together while I am waiting on the chair to have the blood drawn. There is no consideration for the patient and waiting until the service is completed.\n", "description": "There is no skill in inserting the needle by the employee, as the employee uses the mobile phone while serving me and moves around with the mobile phone and charger together while I am waiting on the chair to have the blood drawn. There is no consideration for the patient and waiting until the service is completed.\n\n\n[Arabic]:\nلا يوجد اتقان في وضع الابره من قبل الموظف حيث انه يتم استخدام الجوال من قبل الموظف عند خدمتي والتنقل بالجوال والشاحن معا وانا بالانتظار على الكرسي لسحب الدم لا يوجد هناك مرعاه للمريض والانتظار لحين الانتهاء من الخدمه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-01T21:00:00Z", "due_at": "2023-03-31T21:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": "2023-04-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-01T21:00:00Z", "explanation_received_at": "2023-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 18118, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": ".3.Quality of Care", "classification": ".1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-02 00:00:00", "closed": null, "received": "2023-03-30 00:44:00", "resolved": "2023-04-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:20.187306", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1116", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1116 } } }, { "model": "complaints.complaint", "pk": "18d37d1a-1ae5-4014-99d8-b543a95ddc73", "fields": { "created_at": "2023-11-13T12:12:00Z", "updated_at": "2026-04-13T18:58:43.241Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1842", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request to submit an approval to the insurance company was rejected on 5/11/2023", "description": "The request to submit an approval to the insurance company was rejected on 5/11/2023\n\n[Arabic]:\nتم رفض رفع موافقه لشركة التأمين بتاريخ 5/11/2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-12T21:00:00Z", "due_at": "2023-11-15T12:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-12T21:00:00Z", "explanation_received_at": "2023-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-11-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231633, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-13 00:00:00", "closed": null, "received": "2023-11-13 15:12:00", "resolved": "2023-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.238281", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1842", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1842 } } }, { "model": "complaints.complaint", "pk": "18ed817a-0485-479e-bd77-121bd74eb783", "fields": { "created_at": "2023-08-15T09:41:00Z", "updated_at": "2026-04-13T18:58:09.690Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1527", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to attach the vaccination certificate to the Sehaty platform.", "description": "Failure to attach the vaccination certificate to the Sehaty platform.\n\n[Arabic]:\nعدم إرفاق شهادة التطعيم في منصة صحتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T09:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": "2023-08-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30279689, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": null, "received": "2023-08-15 12:41:00", "resolved": "2023-08-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.685534", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1527", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1527 } } }, { "model": "complaints.complaint", "pk": "19026d01-18b9-454c-8749-21444d299afb", "fields": { "created_at": "2024-09-03T09:25:00Z", "updated_at": "2026-04-13T19:00:27.175Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2866", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient had an extension and approval for his treatment at the expense of the Ministry of Health, and the discharge was written. Two days after the discharge, he was informed by the Ministry of Health that the extension had been granted.", "description": "The patient had an extension and approval for his treatment at the expense of the Ministry of Health, and the discharge was written. Two days after the discharge, he was informed by the Ministry of Health that the extension had been granted.\n\n[Arabic]:\nالمراجع لديه تمديد وموافقه لعلاجه على نفقة وزارة الصحة وتم كتابة الخروج وبعد يومين من الخروج تمت افادته من قبل وزارة الصحة بإن تم التمديد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-02T21:00:00Z", "due_at": "2024-09-05T09:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-02T21:00:00Z", "explanation_received_at": "2024-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30341116, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-09-03 00:00:00", "closed": null, "received": "2024-09-03 12:25:00", "resolved": "2024-09-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.168242", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2866", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2866 } } }, { "model": "complaints.complaint", "pk": "19319163-f6f0-4807-ade2-c9c656e8d1f4", "fields": { "created_at": "2025-01-05T14:41:00Z", "updated_at": "2026-04-13T19:01:11.054Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3463", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior from the nurse\n\n\n\n\n\n\n", "description": "Unprofessional behavior from the nurse\n\n\n\n\n\n\n\n\n[Arabic]:\nتم التعامل بطريقه قاسيه مع المريض داخل غرفة الافاقه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-07T14:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-05T14:41:00Z", "explanation_received_at": "2025-01-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3463, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "1956478e-1d31-4425-9768-1565e4c1c503", "fields": { "created_at": "2022-09-18T15:30:00Z", "updated_at": "2026-04-13T18:56:06.431Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MAJED ALTHUBAITI ", "expected_result": "", "reference_number": "CMP-2022-09-0218", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On September 14, 2022, we had an appointment at 7:30 with Dr. Majid. Two hours before the appointment, we received a call informing us that it was canceled and that we should arrive between 5:00 and 6:30, as instructed by the doctor. We arrived before 6:30, but we were not allowed to see the doctor. After waiting for an hour and a half, I went to reception, where I was told that the doctor refused to let us in. I then went to the clinic and tried to ask the nurse if we could be seen. She asked m", "description": "On September 14, 2022, we had an appointment at 7:30 with Dr. Majid. Two hours before the appointment, we received a call informing us that it was canceled and that we should arrive between 5:00 and 6:30, as instructed by the doctor. We arrived before 6:30, but we were not allowed to see the doctor. After waiting for an hour and a half, I went to reception, where I was told that the doctor refused to let us in. I then went to the clinic and tried to ask the nurse if we could be seen. She asked me what time the appointment was, and I said it was at 7:30. She then tried to close the door in my face and gestured to me by putting her fingers over her mouth to stop me from speaking.\n\n
\nOn 14-09-2022 I went to the Dr.Majed althobaiti clinic to ask the nurse about the appointment she asked me “what time is your appointment ‘’ when I started to tell her about the appointment she tried to close the door on my face and trying to silence me.\n\n
\n\n[Arabic]:\nبتاريخ 14-09-2022م لدينا موعد الساعه السابعة والنصف لدى الطبيب ماجد وقبل الموعد بساعتين تم الاتصال بنا واخبارنا بان الموعد سوف يلغى وعليكم الحضور من الساعة ٥ الى الساعة 6:30 حسب توجيه الدكتور تم الحضور قبل الساعه\nالسادسة والنصف ولم يتم دخولنا على الدكتور وبعد مضي ساعه ونصف من الانتظار ذهبت الى الاستقبال واخبرني بان الدكتور يرفض دخولنا له ثم ذهبت الى العياده ومحاوله الفهم من الممرضه هل هناك امكانيه\nبالدخول فقامت بسؤالي عن وقت الموعد فقلت الموعد كان في 7:30 فما كان منها الا محاوله اغلاق الباب في وجهي واشارتها لي بوضع اصابعها على فمها بان لا اتكلم.\n
\nOn 14-09-2022 I went to the Dr.Majed althobaiti clinic to ask the nurse about the appointment she asked me “what time is your appointment ‘’ when I start to told her about the appointment she tried to close the door on my face and trying to silence me. \n\n
", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-14T21:00:00Z", "due_at": "2022-09-20T15:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-14T21:00:00Z", "explanation_received_at": "2022-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-23T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30169821, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-15 00:00:00", "closed": null, "received": "2022-09-18 18:30:00", "resolved": "2022-09-24 00:00:00", "escalated": null, "first_reminder": "2022-09-20 00:00:00" }, "imported_at": "2026-04-13T21:56:06.427390", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0218", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 218 } } }, { "model": "complaints.complaint", "pk": "196501b2-0ed6-4469-9c51-f135fc5b85dd", "fields": { "created_at": "2025-09-20T13:27:00Z", "updated_at": "2026-04-13T19:02:49.785Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12460-NOURA SULAIMAN SULIMAN ALHAMEIDI", "expected_result": "", "reference_number": "CMP-2025-09-4911", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that the coordinator's manner was unprofessional and uncooperative.", "description": "The patient reports that the coordinator's manner was unprofessional and uncooperative.\n\n[Arabic]:\nتفيد المراجعه بان اسلوب تعامل المنسقه غير مهني وغير متعاونه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-22T13:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-20T13:27:00Z", "explanation_received_at": "2025-09-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4911, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "19b2a494-5e57-46ec-aa7b-e7fb59a4968c", "fields": { "created_at": "2024-01-01T16:38:00Z", "updated_at": "2026-04-13T18:59:05.391Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Specialist - SHAIMAA", "expected_result": "", "reference_number": "CMP-2024-01-2035", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I left Dr. Hassan's clinic and was directed to see Specialist Shaimaa, but she wasn't in the examination room. I found my name on the list and waited for half an hour. After the patients piled up, I asked where my turn was. She replied that I hadn't received a bill, and I wasn't given one until I asked her. I went and paid, and then I asked if I had to wait longer. She said, in a provocative manner, that my turn would come after all the other patients had finished because I hadn't paid, and that", "description": "I left Dr. Hassan's clinic and was directed to see Specialist Shaimaa, but she wasn't in the examination room. I found my name on the list and waited for half an hour. After the patients piled up, I asked where my turn was. She replied that I hadn't received a bill, and I wasn't given one until I asked her. I went and paid, and then I asked if I had to wait longer. She said, in a provocative manner, that my turn would come after all the other patients had finished because I hadn't paid, and that I would have to wait again. Her attitude was offensive, and she wanted to make me wait even though I was waiting in front of her. I now want to take action and receive an apology from her.\n\n[Arabic]:\nخرجت من عيادة الدكتور حسن وتم توجيهي للفحص عند الاخصائية شيماء ولم تكن متواجده بغرفة الفحص ووجدت\nاسمي من ضمن القائمه بغرفة الفحص وانتظرت نصف ساعه وبعد تراكم المرضى سالت اين دوري ردت قالت لم\nتقطعي فاتورة ولم يتم اعلامي بفاتورة الا بعد سؤالي لها ذهبت ودفعت بعدها قلت هل علي الانتظار اكثر قالت بعد\nانتهاء المرضى كلهم يجي دورك لانك لم تدفعي الفاتورة باسلوب مستفز وعليك ان تعيدي الانتظار مجددا اسلوبها مستفز\nوتريد جعلي انتظر مع العلم كنت امامها انتظر واريد حاليا اتخاذ اجراء والاعتذار لي من قبلها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-31T21:00:00Z", "due_at": "2024-01-03T16:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-31T21:00:00Z", "explanation_received_at": "2023-12-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-01T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30278305, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-01-01 00:00:00", "closed": null, "received": "2024-01-01 19:38:00", "resolved": "2024-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.388542", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2035", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2035 } } }, { "model": "complaints.complaint", "pk": "19ba33ce-7f3f-4289-9c89-920c40fcd91b", "fields": { "created_at": "2025-08-25T18:08:00Z", "updated_at": "2026-04-13T19:02:37.009Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ممرضة العنايه ", "expected_result": "", "reference_number": "CMP-2025-08-4673", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تم سحب عينه من الطفله عدة مرات متكرره لعدم وجود عينه كافيه في كل مره ", "description": "تم سحب عينه من الطفله عدة مرات متكرره لعدم وجود عينه كافيه في كل مره ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T18:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T18:08:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4673, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "19d65c64-d568-47cf-aa22-b112b70c9962", "fields": { "created_at": "2025-01-13T13:43:00Z", "updated_at": "2026-04-13T19:01:12.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3516", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The presence of amounts due and the lack of clarification to the insurance company", "description": "The presence of amounts due and the lack of clarification to the insurance company\n\n[Arabic]:\nوجود مبالغ مستحقه وعدم التوضيح لشركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T13:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T13:43:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3516, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "1a1b39f4-1e85-4c62-9844-4a64ddbb4f8d", "fields": { "created_at": "2024-03-22T01:29:00Z", "updated_at": "2026-04-13T18:59:27.629Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HORIYA ABDULLAH ALMASARI", "expected_result": "", "reference_number": "CMP-2024-03-2310", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The tooth was not treated properly, resulting in an abscess and nerve infection. It now requires cleaning and the tooth has to be broken up after previously being healthy. I request that the tooth be treated and fitted with a crown, or, God forbid, that it be extracted, replaced with an implant. I also request a full refund of the amount paid by me and my insurance company, and that they cover all associated costs.", "description": "The tooth was not treated properly, resulting in an abscess and nerve infection. It now requires cleaning and the tooth has to be broken up after previously being healthy. I request that the tooth be treated and fitted with a crown, or, God forbid, that it be extracted, replaced with an implant. I also request a full refund of the amount paid by me and my insurance company, and that they cover all associated costs.\n\n[Arabic]:\n لم يتم معالجه الضرس بالشكل الصحيح مما ادى الى وجود خراج وعصب ويحتاج تنظيف وتكسير للضرس بعد ان\nكان سليم. اطالب بمعالجة الضرس وتركيب تركيبه او اذا لا سمح االله تم خلعه زراعة بداله ، كما اطالب باعاده كامل المبلغ المدفوع من قبلي ومن قبل التامين وتحمل جميع التكاليف.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-22T21:00:00Z", "due_at": "2024-03-24T01:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-22T21:00:00Z", "explanation_received_at": "2024-04-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-03-23 00:00:00", "closed": null, "received": "2024-03-22 04:29:00", "resolved": "2024-04-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.623862", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2310", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2310 } } }, { "model": "complaints.complaint", "pk": "1a20d4f5-b64f-4ba8-986e-aec7f5a3a9c8", "fields": { "created_at": "2023-03-28T21:22:00Z", "updated_at": "2026-04-13T18:57:19.971Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1111", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The oxygen device was dispensed from the pharmacy, but upon using the device, it became clear that there was a malfunction in the device.\n", "description": "The oxygen device was dispensed from the pharmacy, but upon using the device, it became clear that there was a malfunction in the device.\n\n\n[Arabic]:\nتم صرف جهاز الاكسجين من الصيدلية ولكن عند استعمال الجهاز اتضح وجود عطل بالجهاز . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-28T21:00:00Z", "due_at": "2023-03-30T21:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30229970, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "6.Resources", "classification": "1.Equipment failure/malfunction" }, "timeline": { "sent": "2023-03-29 00:00:00", "closed": null, "received": "2023-03-29 00:22:00", "resolved": "2023-03-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.966589", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1111", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1111 } } }, { "model": "complaints.complaint", "pk": "1a423d10-b099-4e5f-b49c-e66964b1440f", "fields": { "created_at": "2023-10-07T16:01:00Z", "updated_at": "2026-04-13T18:58:29.391Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1677", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A leave of absence was issued for the companion of the patient for 3 days, two days inside the hospital and the third day outside the hospital, and it was refused by the reports department. We are waiting for your response to the report.", "description": "A leave of absence was issued for the companion of the patient for 3 days, two days inside the hospital and the third day outside the hospital, and it was refused by the reports department. We are waiting for your response to the report.\n\n[Arabic]:\nتم اصدار اجازه للمرافق 3 ايام للمريض والمرافق يومين داخل المستشفى والثالث خارج المستشفى وتم رفض رفعها من قبل قسم التقارير بانتظار افادتكم على البلاغ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-06T21:00:00Z", "due_at": "2023-10-09T16:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-06T21:00:00Z", "explanation_received_at": "2023-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292860, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-07 00:00:00", "closed": null, "received": "2023-10-07 19:01:00", "resolved": "2023-10-09 00:00:00", "escalated": null, "first_reminder": "2023-10-08 00:00:00" }, "imported_at": "2026-04-13T21:58:29.384422", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1677", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1677 } } }, { "model": "complaints.complaint", "pk": "1a518624-5e2e-4df8-b311-fc3617d36df5", "fields": { "created_at": "2024-11-05T17:28:00Z", "updated_at": "2026-04-13T19:00:48.722Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16211-FARHAN ABDELAZEEZ ", "expected_result": "", "reference_number": "CMP-2024-11-3120", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had a root canal done years ago, but the result was terrible. First, the dentist was unprofessional and didn't treat patients well. He didn't even fill my teeth, and on my second visit, when I told him the filling had fallen out, he said it wasn't necessary.\n\nIt's been two whole months now, and my teeth are empty without fillings. The filling didn't even last a day.", "description": "I had a root canal done years ago, but the result was terrible. First, the dentist was unprofessional and didn't treat patients well. He didn't even fill my teeth, and on my second visit, when I told him the filling had fallen out, he said it wasn't necessary.\n\nIt's been two whole months now, and my teeth are empty without fillings. The filling didn't even last a day.\n\n[Arabic]:\n قمت بسحب عصب لسنين ولكن النتيجة كانت سيئة اولاً الدكتور لايتحمل المريض ولايوجد\nاحترافية ولم يقم بعمل حشوة لي وعند زيارتي الثاني وابلاغه ان الحشوة سقطت افادني بانه لايحتاج ؟\nانا الحين لي شهرين كاملة واسناني مفرغة بدون حشوة الحشوة فعلياً ماقعدت معي يوم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-05T21:00:00Z", "due_at": "2024-11-07T17:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-06T21:00:00Z", "second_reminder_sent_at": "2024-11-08T21:00:00Z", "escalated_at": "2024-11-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-05T21:00:00Z", "explanation_received_at": "2024-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30001385, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-11-06 00:00:00", "closed": null, "received": "2024-11-05 20:28:00", "resolved": "2024-11-12 00:00:00", "escalated": "2024-11-10 00:00:00", "first_reminder": "2024-11-07 00:00:00" }, "imported_at": "2026-04-13T22:00:48.719390", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3120", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 3120 } } }, { "model": "complaints.complaint", "pk": "1a54f47b-6fca-4c25-807e-bee48d3f0f02", "fields": { "created_at": "2023-08-07T17:02:00Z", "updated_at": "2026-04-13T18:58:08.619Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1502", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was brought to the emergency department on 5/8/2023. The doctor stated that he should be transferred to intensive care. The request was made based on the patient’s wish to transfer him to inpatient care, as he does not want intensive care, and this was done in consideration of my father’s psychological state.", "description": "My father was brought to the emergency department on 5/8/2023. The doctor stated that he should be transferred to intensive care. The request was made based on the patient’s wish to transfer him to inpatient care, as he does not want intensive care, and this was done in consideration of my father’s psychological state.\n\n[Arabic]:\nتم حضور والدي الى قسم الطوارئ وذلك بتاريخ 5/8/2023 وافاد الطبيب انه يجب نقله للعنايه وتم الطلب بناء على رغبة المريضه بنقله لتنويم ولايرغب بالعناية وذلك مرعاة لنفسية والدي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-06T21:00:00Z", "due_at": "2023-08-09T17:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-06T21:00:00Z", "explanation_received_at": "2023-08-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30273225, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.1.Inadequate emotional support" }, "timeline": { "sent": "2023-08-07 00:00:00", "closed": null, "received": "2023-08-07 20:02:00", "resolved": "2023-08-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.611887", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1502", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1502 } } }, { "model": "complaints.complaint", "pk": "1a5cc86f-ccd6-4890-8b38-2cd8d5f9f1c7", "fields": { "created_at": "2023-11-07T15:41:00Z", "updated_at": "2026-04-13T18:58:41.901Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1811", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Saturday, my son, Sattam, was admitted to the emergency room with a severed finger, including the tendon and nerve. Tests were conducted, and it was decided that he needed immediate surgery. He was taken to the operating room at 8:00 PM and, thank God, he was out of surgery at 9:00 PM. When I went to the emergency room to submit a request for the Ministry of Health to cover the surgery costs, thank God, the insurance company affiliated with the Ministry of Health approved the request based on", "description": "On Saturday, my son, Sattam, was admitted to the emergency room with a severed finger, including the tendon and nerve. Tests were conducted, and it was decided that he needed immediate surgery. He was taken to the operating room at 8:00 PM and, thank God, he was out of surgery at 9:00 PM. When I went to the emergency room to submit a request for the Ministry of Health to cover the surgery costs, thank God, the insurance company affiliated with the Ministry of Health approved the request based on the report submitted by the on-duty manager. However, upon discharge the following day, we were surprised to find a discrepancy between the surgery code submitted by the on-duty manager and the code for the surgery performed by Dr. Saleh Al-Ghamdi. This caused the employee in the admission approvals department to halt the reimbursement process. I have no connection to the error made by the hospital employee, the report that caused it, or the discrepancy in the surgery codes. I received explicit approval for the state to cover the treatment costs. If there is an error on the part of the hospital, the employee is responsible. The patient is not involved. I am requesting a full reimbursement for the surgery cost and all related X-ray and test costs.\n\n[Arabic]:\n في يوم السبت دخل ابني سطام الطواري لقطع في الاصبع مع الوتر مع العصب وتم عمل الفحوصات وتقرر اجراء\nعملية فورية في تمام الساعة الثامنة مساءً تم ادخاله غرفة العمليات في تمام التاسعة مساءً خرج من العمليات والله\nالحمد وعند ذهابي للطواري لرفع طلب لتحمل تكاليف العملية من قبل وزارة الصحة والله الحمد صدرت موافقة\nشركة التأمين التابعة لوزارة الصحة بناء على التحرير الذي رفعه المدير المناوب وعند تسجيل الخروج في اليوم\nالتالي تفاجئنا بأن هناك اختلاف بين كود العملية الذي رفعه المدير المناوب عن كود العملية التي اجراها الطبيب\nصالح الغامدي مما تسبب في ايقاف عملية استرداد المبلغ من قبل الموظف علم في قسم موافقات التنويم انا ليس\nلي علاقة في الخطأ الذي ارتكبه موظف المستشفى والرفع الذي تسبب فيه واختلاف اكواد العماليات انا صدرت لي\nموافقة صريحة بتحمل الدولة تكاليف العلاج اذا هناك خطأ من المستشفى يتحمله الموظف المريض ليس له\nعلاقة وانا هنا اطلب بإسترداد كامل مبلغ العملية وجميع تكاليف الاشعة والتحاليل المتعلقة بالعملية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-08T21:00:00Z", "due_at": "2023-11-09T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-08T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30225201, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-11-09 00:00:00", "closed": null, "received": "2023-11-07 18:41:00", "resolved": "2023-11-27 00:00:00", "escalated": null, "first_reminder": "2023-11-14 00:00:00" }, "imported_at": "2026-04-13T21:58:41.893970", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1811", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1811 } } }, { "model": "complaints.complaint", "pk": "1a99dfb6-1a26-41f7-b3ee-26df048e6357", "fields": { "created_at": "2023-04-08T01:39:00Z", "updated_at": "2026-04-13T18:57:28.115Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Anwer Ahmed", "expected_result": "", "reference_number": "CMP-2023-04-1133", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the emergency department on April 6, 2023, suffering from pain after surgery. I was still in pain despite taking tramadol, zefir, and ibuprofen. I was informed by Doctor Anwar that I would be given paracetamol intravenously, but I refused it because I do not respond well to that painkiller. He began shouting at me and treated me in an inappropriate manner. I informed him that I refused to receive treatment and would leave for another hospital, yet he continued to shout at me.", "description": "I attended the emergency department on April 6, 2023, suffering from pain after surgery. I was still in pain despite taking tramadol, zefir, and ibuprofen. I was informed by Doctor Anwar that I would be given paracetamol intravenously, but I refused it because I do not respond well to that painkiller. He began shouting at me and treated me in an inappropriate manner. I informed him that I refused to receive treatment and would leave for another hospital, yet he continued to shout at me.\n\n[Arabic]:\nتم حضوري بالطوارئ بتاريخ 6 ابريل 2023م اعاني من الام بعد العملية ولازلت اتالم على الرغم من اخذ مسكن ترامادول وزيفو وبروفين وتم ابلاغي من قبل الطبيب انور بانه سيتم اعطائي باراسيتامول بالوريد وتم رفضي لذلك لانني لا استجيب مع المسكن فبدأ بالصراخ علي والتعامل معي من قبله بطريقة غير لائقة وابلغته انني ارفض التعالج وساغادر لمستشفى اخر واستمر بالصراخ علي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-08T21:00:00Z", "due_at": "2023-04-10T01:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-08T21:00:00Z", "explanation_received_at": "2023-04-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1812784, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-04-09 00:00:00", "closed": null, "received": "2023-04-08 04:39:00", "resolved": "2023-04-13 00:00:00", "escalated": null, "first_reminder": "2023-04-10 00:00:00" }, "imported_at": "2026-04-13T21:57:28.108813", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1133", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1133 } } }, { "model": "complaints.complaint", "pk": "1aab53c7-1897-417e-a4b0-42890f4c7404", "fields": { "created_at": "2025-09-24T09:22:00Z", "updated_at": "2026-04-13T19:02:50.246Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90898-Dr KHALID ALI ALGHAMDI", "expected_result": "", "reference_number": "CMP-2025-09-4937", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding the medical report issued regarding my case, which contained inaccurate information. The report mentioned prostatitis, erectile dysfunction, penile pain, and pain during urination. However, my primary complaint was testicular pain due to varicocele, and I did not experience any other symptoms.\n\nBased on this report, the insurance company refused to cover the treatment, claiming the condition was related to infertility. After contacting them, they stated", "description": "I would like to file a complaint regarding the medical report issued regarding my case, which contained inaccurate information. The report mentioned prostatitis, erectile dysfunction, penile pain, and pain during urination. However, my primary complaint was testicular pain due to varicocele, and I did not experience any other symptoms.\n\nBased on this report, the insurance company refused to cover the treatment, claiming the condition was related to infertility. After contacting them, they stated that the refusal was based on the initial medical report issued by Dr. Khaled.\n\nI later consulted another doctor and filed a new claim with a more up-to-date medical report. However, the claim was again rejected based on the inaccurate initial report.\n\n[Arabic]:\nأود رفع شكوى بخصوص التقرير الطبي الصادر عن حالتي، والذي تضمن معلومات غير دقيقة، حيث ذُكر في التقرير وجود التهاب بروستاتا، وضعف في الانتصاب، وألم في القضيب، وألم أثناء التبول، في حين أن الشكوى الأساسية كانت ألمًا في الخصية نتيجة وجود دوالي فقط، ولم أشتكِ من أي أعراض أخرى.\n\nبناءً على هذا التقرير، قامت شركة التأمين برفض تغطية العلاج بحجة أن الحالة تتعلق بالعقم، وبعد التواصل معهم أفادوا أن الرفض تم بناءً على التقرير الطبي الأول الصادر عن الطبيب (د. خالد).\n\nقمت لاحقًا بمراجعة طبيب آخر وتم رفع مطالبة جديدة مرفقة بتقرير طبي حديث، لكن تم رفض المطالبة مجددًا اعتمادًا على التقرير الأول غير الدقيق.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-26T09:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-24T09:22:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4937, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "1b15f286-0bbe-44fe-83a1-4d34dd8fafb4", "fields": { "created_at": "2024-03-23T13:45:00Z", "updated_at": "2026-04-13T18:59:27.730Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr TAREK AHMED EL SHARAWY", "expected_result": "", "reference_number": "CMP-2024-03-2313", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "e7ab9c53-0353-4378-8c28-b40aaae7762a", "title": "The patient has a problem with the medical report, as it states that there is a different diagnosis.", "description": "The patient has a problem with the medical report, as it states that there is a different diagnosis.\n\n[Arabic]:\nلدى المراجع إشكالية بتقرير الطبي حيث يفيد بإن يوجد به تشخيص مختلف .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-22T21:00:00Z", "due_at": "2024-03-25T13:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-22T21:00:00Z", "explanation_received_at": "2024-03-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-22T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30037828, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-03-23 00:00:00", "closed": null, "received": "2024-03-23 16:45:00", "resolved": "2024-03-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.722050", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2313", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2313 } } }, { "model": "complaints.complaint", "pk": "1b201feb-f4ee-4995-b257-3a6b50395f35", "fields": { "created_at": "2023-11-12T15:31:00Z", "updated_at": "2026-04-13T18:58:42.869Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2023-11-1836", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of results from the procedure and continued nasal and sinus congestion", "description": "Lack of results from the procedure and continued nasal and sinus congestion\n\n[Arabic]:\nعدم وجود النتائج من العملية واستمرار احتقان الانف والجيوب الانفيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-14T15:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285524, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-12 18:31:00", "resolved": "2023-11-27 00:00:00", "escalated": null, "first_reminder": "2023-11-14 00:00:00" }, "imported_at": "2026-04-13T21:58:42.863768", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1836", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1836 } } }, { "model": "complaints.complaint", "pk": "1b251966-b462-4443-ae45-269265912810", "fields": { "created_at": "2023-04-13T13:33:00Z", "updated_at": "2026-04-13T18:57:29.373Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1165", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " On13 Apr 2023 my appointment at 4:10pm I came before the clinic at 3:53 pm with dr.yamin to take the vaccine for six months but when i went to the vaccine clinic they did not accepted me because they prepared to leave . ", "description": " On13 Apr 2023 my appointment at 4:10pm I came before the clinic at 3:53 pm with dr.yamin to take the vaccine for six months but when i went to the vaccine clinic they did not accepted me because they prepared to leave . \n\n[Arabic]:\n تم الحضور بتاريخ 13 ابريل 2023م لعيادة الطبيب يامن وذلك لاخذ تطعيمة الستة اشهر وتم حضورنا قبل الموعد بوقت الساعه 3:53 وبالرغم من ذلك تم استعجالي من قبل الدكتور وتم الفحص بشكل سريع ولم يعطيني فرصه للأسئلة بحجة ان غرفة التطعيمات تغلق الساعه 4:00 و عند الذهاب لغرفة التطعيم وجدت الممرضات على وشك الخروج ولم يقبلوا تطعيم ابنتي وذلك لانتهاء الدوام الساعه 4:00 مساء وتم مغادرتي دون اي فائدة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-14T21:00:00Z", "due_at": "2023-04-15T13:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-14T21:00:00Z", "explanation_received_at": "2023-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30263043, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.11.Vaccinations timing" }, "timeline": { "sent": "2023-04-15 00:00:00", "closed": null, "received": "2023-04-13 16:33:00", "resolved": "2023-04-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.370032", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1165", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1165 } } }, { "model": "complaints.complaint", "pk": "1b2b4232-df42-45b7-aed1-d135690bbbe3", "fields": { "created_at": "2024-01-10T11:00:00Z", "updated_at": "2026-04-13T18:59:06.789Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr NIBAL RADWAN OKLEH SHAWAKFAH", "expected_result": "", "reference_number": "CMP-2024-01-2063", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "My son, Bader, came in with his mother on Tuesday, January 9th. She requested a comprehensive blood test because he had vesicoureteral reflux in his childhood, was overweight, and short in stature. When I, his father, went to the doctor that day to review the results, I was surprised to learn that he had a severe vitamin D deficiency, with a level of 40. When I told the doctor that this deficiency wasn't considered significant, given my knowledge of the normal range for vitamin D, he...Since mos", "description": "My son, Bader, came in with his mother on Tuesday, January 9th. She requested a comprehensive blood test because he had vesicoureteral reflux in his childhood, was overweight, and short in stature. When I, his father, went to the doctor that day to review the results, I was surprised to learn that he had a severe vitamin D deficiency, with a level of 40. When I told the doctor that this deficiency wasn't considered significant, given my knowledge of the normal range for vitamin D, he...Since most of the family members have a deficiency of 10 or less and are taking medication for it, and when Dr. Bani felt dissatisfied with his diagnosis of severe deficiency, he contacted a doctor named Muhammad and asked him about the normal range for adults. He told him that Badr's result was 40. Dr. Muhammad told him that, as he had heard, it was sufficient. Unfortunately, I couldn't believe that a doctor would ask another doctor about the normal range for Vitamin D.Trust is immediately shaken by what he will explain to the patient. When asked about the results of the blood sugar, kidney, and liver function tests, he stated that his mother hadn't requested them. He told the doctor that his mother had requested a comprehensive analysis for Bader, which should have included blood sugar, liver, and kidney function tests, especially since she was paying in cash. Bader is clearly overweight (60 kg), and a blood sugar test is one of the most important tests. Therefore, I went to Mr. Saleh Al-Abdan, the director of the outpatient clinics, who contacted the doctor and informed him that Bader's mother had told him he had a loss of appetite.How can his appetite be reduced when he weighs 60 kg? I would like clarification and to know why Bader was diagnosed with a severe vitamin deficiency and why other tests were not done, especially since the last visit was to get the test results and convincing him of this took a long time and effort because of his extreme fear of needles. Please keep me informed of what is happening. I await your response.\n\n[Arabic]:\nتم حضور الابن بدر مع والدته يوم الثلاثاء 9 يناير وطلبت تحليل شامل حيث انه كان لديه في الصغر ارتجاع للبول للكلى ووزنه الزائد وقصر القامة وعند مراجعتي انا والده للكتور هذا اليوم لاستعراض النتائج تفاجأت بان الدكتور يهبرني ان بان هناك نقص شديد في فيتامين د حيث ان النتيجة 40 وعندما اخبرت الدكتور بان هذا النقص لايعتبر كبير بحكم معرفتي بالمعدل الطبيعي لفيتامين د بحكم ان اغلب الاسرة لديهم نقص يصل الى 10 واقل ويتناولون علاج لذلك وعندما احس الدكتور باني غير راضي عن وصفه بالنقص الشديد قام بالاتصال بدكتور اسمه محمد وساله عن المعدل الطبيعي للبالغين واخبره بان بدر نتيجته 40 اخبره الدكتور محمد بانه كما سمعته sufficient وللأسف لم اكن اصدق بان طبيب يستفسر من طبيب اخر عن المعدل الطبيعي لفيتامين د. حيث ان الثقة تهتز فوراً بما سوف يشرحه للمريض وعند سؤاله عن نتائج السكر ووظائف الكلى والكبد افاد بان والدته لم تطلب ذلك واخبرت الدكتور ان والدته طلبت تحليل شامل لبدر والمفترض ان يكون السكر ووظائف الكبد والكلى من ضمننها خصوصاً وانها بتدفع كاش وبدر واضح ان وزنه زائد 60 kg وتحليل السكر من اهم التحاليل لذلك وقد قمت بالذهاب للأخ صالح العبدان مدير العيادات الخارجية واتصل بالدكتور واخبره بان والدة بدر اخبرته بان لديه نقص في الشهية فكيف نقص في الشهية ووزنه 60 kg . ارغب بالتوضيح ومعرفة لماذا تم تشخيص بدر بالنقص الشديد في الفيتامين ولماذا لم يتم عمل التحاليل الأخرى خصوصاً وان الحضور لاخر زياره كان لأخذ التحليل واقناعة بذلك اخذ منا وقت وجهد طويل لخوفه الشديد من الأبر وارجو اشعاري بما يتم بانتظار ردكم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-13T21:00:00Z", "due_at": "2024-01-12T11:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30225858, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-01-14 00:00:00", "closed": null, "received": "2024-01-10 14:00:00", "resolved": "2024-01-22 00:00:00", "escalated": null, "first_reminder": "2024-01-15 00:00:00" }, "imported_at": "2026-04-13T21:59:06.775042", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2063", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 2063 } } }, { "model": "complaints.complaint", "pk": "1b416f79-8add-40f5-b112-605d763a60fc", "fields": { "created_at": "2024-12-24T10:30:00Z", "updated_at": "2026-04-13T19:01:02.076Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3413", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My private hospital and the explanation not covered by the hospital, despite the hospital's name being listed in the guide downloaded from my insurance account. Residence number: 2214131928, Policy number: 25701963, Category: VVIPS, Subscriber number: 002214131928001, CCHI code: 1332.", "description": "My private hospital and the explanation not covered by the hospital, despite the hospital's name being listed in the guide downloaded from my insurance account. Residence number: 2214131928, Policy number: 25701963, Category: VVIPS, Subscriber number: 002214131928001, CCHI code: 1332.\n\n[Arabic]:\nرفضت المستشفي التامين الخاص بي والتبرير لانه غير مغطي في المستشفي بالرغم من وجود اسم المستشفي في القائمه المحمله من علي تاميني رقم الاقامه : 2214131928 رقم البوليصه : 25701963 الفئه : VVIPS رقم المسترك : 002214131928001 : 1332 : CCHI code للمستشفي مقدم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-23T21:00:00Z", "due_at": "2024-12-26T10:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-25T21:00:00Z", "second_reminder_sent_at": "2024-12-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-23T21:00:00Z", "explanation_received_at": "2024-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2214131928, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2024-12-24 00:00:00", "closed": null, "received": "2024-12-24 13:30:00", "resolved": "2024-12-30 00:00:00", "escalated": null, "first_reminder": "2024-12-26 00:00:00" }, "imported_at": "2026-04-13T22:01:02.067109", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3413", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3413 } } }, { "model": "complaints.complaint", "pk": "1b5a3c9e-0059-4f88-b497-6ed83a041026", "fields": { "created_at": "2024-07-21T11:39:00Z", "updated_at": "2026-04-13T19:00:07.175Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2723", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary reports that the patient's referral to King Faisal Specialist Hospital was accepted, but upon going to the facility (Al Hammadi Hospital), the transfer was refused on the grounds that an acceptance notice from the same hospital to which she was referred was required.", "description": "The beneficiary reports that the patient's referral to King Faisal Specialist Hospital was accepted, but upon going to the facility (Al Hammadi Hospital), the transfer was refused on the grounds that an acceptance notice from the same hospital to which she was referred was required.\n\n[Arabic]:\nيفيد المستفيد بان المريضه تم قبول احالتها الى مستشفى الملك فيصل التخصصي وعند التوجه للمنشأه (مسشتفى الحمادي ) تم رفض نقل الاحاله بحجة انه لابد من اشعار قبول من نفس المستشفى المحاله له", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-20T21:00:00Z", "due_at": "2024-07-23T11:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-20T21:00:00Z", "explanation_received_at": "2024-07-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-07-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1713259, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2024-07-21 00:00:00", "closed": null, "received": "2024-07-21 14:39:00", "resolved": "2024-07-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:07.168074", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2723", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2723 } } }, { "model": "complaints.complaint", "pk": "1b6cc92d-7739-4856-ba63-0922bee5e9bb", "fields": { "created_at": "2024-08-25T12:31:00Z", "updated_at": "2026-04-13T19:00:18.116Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2837", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was visiting the doctor because of recurring headaches and fever, and I had been using painkillers for two days. He refused to write me a sick leave certificate, even though I was diagnosed with acute throat inflammation. The day I visited Dr. Youssef was the beginning of the flu, and he insisted on refusing to write me a sick leave certificate.", "description": "I was visiting the doctor because of recurring headaches and fever, and I had been using painkillers for two days. He refused to write me a sick leave certificate, even though I was diagnosed with acute throat inflammation. The day I visited Dr. Youssef was the beginning of the flu, and he insisted on refusing to write me a sick leave certificate.\n\n[Arabic]:\n كنت مراجع الدكتور لاتكرار صداع وحرارة واستخدام مسكنات لمدة يومين وتم رفض كتابة اجازة مرضية علماً بان تم تشخيصي بالتهاب حلق حاد وكان يوم مراجعة د يوسف هو بداية الانفلونزا واصراره على رفض الكتابه للاجازة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-25T21:00:00Z", "due_at": "2024-08-27T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-26T21:00:00Z", "second_reminder_sent_at": "2024-08-26T21:00:00Z", "escalated_at": "2024-08-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-25T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221012, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-08-26 00:00:00", "closed": null, "received": "2024-08-25 15:31:00", "resolved": "2024-09-02 00:00:00", "escalated": "2024-08-27 00:00:00", "first_reminder": "2024-08-27 00:00:00" }, "imported_at": "2026-04-13T22:00:18.108427", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2837", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2837 } } }, { "model": "complaints.complaint", "pk": "1b70c35c-9069-4d84-a83f-618e0bdac599", "fields": { "created_at": "2022-12-19T08:33:00Z", "updated_at": "2026-04-13T18:56:45.079Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0700", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was informed of the necessity to amputate the affected limbs, as the patient's condition was not fully explained by the treating physician before and after the operation.", "description": "The patient was informed of the necessity to amputate the affected limbs, as the patient's condition was not fully explained by the treating physician before and after the operation.\n\n[Arabic]:\nتم ابلاغ لمريض بضرورة بتر الاطراف المصابه حيث لم يتم توضيح حالة المريض من قبل الطبيب المعالج بطريقة كامله قبل وبعد العملية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-18T21:00:00Z", "due_at": "2022-12-21T08:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-18T21:00:00Z", "explanation_received_at": "2022-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-19T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30238644, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-19 00:00:00", "closed": null, "received": "2022-12-19 11:33:00", "resolved": "2022-12-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.075232", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0700", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم جراحة العظام", "main": "الطبي" }, "original_complaint_num": 700 } } }, { "model": "complaints.complaint", "pk": "1b92c22b-8b4e-4a08-b941-ab09efacfd01", "fields": { "created_at": "2022-12-17T15:20:00Z", "updated_at": "2026-04-13T18:56:44.710Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0682", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 14 DEC 2022, the nurse tried to put the cannula many time for my sister and she was tough . when i asked her if she can do it or no she shouting and said if you want to do it come and do it then i asked another nurse to put the cannula for my sister . ", "description": "on 14 DEC 2022, the nurse tried to put the cannula many time for my sister and she was tough . when i asked her if she can do it or no she shouting and said if you want to do it come and do it then i asked another nurse to put the cannula for my sister . \n\n[Arabic]:\nفي 14 ديسمبر 2022، حاولت الممرضة إدخال القنية عدة مرات لأختي، لكنها كانت عنيدة. عندما سألتها إن كانت تستطيع فعل ذلك أم لا، صرخت وقالت: \"إذا كنتِ تريدين فعل ذلك، تعالي وافعليه\". عندها طلبت من ممرضة أخرى أن تُدخل القنية لأختي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T15:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30232167, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 18:20:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.706116", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0682", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 682 } } }, { "model": "complaints.complaint", "pk": "1b9c07c7-2c79-4c32-8617-2cf25efdd6eb", "fields": { "created_at": "2024-06-25T16:50:00Z", "updated_at": "2026-04-13T18:59:57.819Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2613", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the hospital on Thursday, which was the fifth day of Eid. There was no reception staff present at the Obstetrics and Gynecology clinics, and we waited until 12:40 PM.\n\nWhen the nurse noticed that several patients were waiting, she entered a room next to the reception area and called the receptionist. It then became clear that the receptionist had been present earlier but was not paying attention to the number of patients waiting.\n\nPlease note that I have evidence to support this.", "description": "I attended the hospital on Thursday, which was the fifth day of Eid. There was no reception staff present at the Obstetrics and Gynecology clinics, and we waited until 12:40 PM.\n\nWhen the nurse noticed that several patients were waiting, she entered a room next to the reception area and called the receptionist. It then became clear that the receptionist had been present earlier but was not paying attention to the number of patients waiting.\n\nPlease note that I have evidence to support this.\n\n[Arabic]:\nتم الحضور للمستشفى يوم الخميس الذي يوافق خامس يوم من العيد , حيث لم يتم تواجد اي موظف استقبال لدى عيادات النساء والولاده وتم الانتظار حتى الساعه 12:40 وعندما لاحظت الممرضه وجود اكثر من مريض بالانتظار دخلت غرفه بجانب الاستقبال وتم استدعاء الموظفة وتبين انها موجوده سابقا وغير مباليه بعدد المرضى بالانتظار . علما ان لدي مايثبت ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-25T21:00:00Z", "due_at": "2024-06-27T16:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-25T21:00:00Z", "explanation_received_at": "2024-06-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1513351, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-06-26 00:00:00", "closed": null, "received": "2024-06-25 19:50:00", "resolved": "2024-07-01 00:00:00", "escalated": null, "first_reminder": "2024-06-29 00:00:00" }, "imported_at": "2026-04-13T21:59:57.807754", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2613", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2613 } } }, { "model": "complaints.complaint", "pk": "1b9daadc-da98-4d77-b87d-36f2ad0b4c4c", "fields": { "created_at": "2024-12-01T06:39:00Z", "updated_at": "2026-04-13T19:00:59.569Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3261", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife, Safana Hanwaf Al-Shammari, underwent a cesarean section at Al-Hammadi Hospital, Al-Nuzha branch, on November 24, 2024. Following the procedure, the hospital administration contacted me regarding an outstanding balance of 4,805 riyals not covered by insurance. After inquiring with the hospital and the insurance company (Al-Rajhi Takaful), we were informed that the hospital stated my wife was seen by the attending physician on November 2, 2024, and admitted for delivery. This is incorrect", "description": "My wife, Safana Hanwaf Al-Shammari, underwent a cesarean section at Al-Hammadi Hospital, Al-Nuzha branch, on November 24, 2024. Following the procedure, the hospital administration contacted me regarding an outstanding balance of 4,805 riyals not covered by insurance. After inquiring with the hospital and the insurance company (Al-Rajhi Takaful), we were informed that the hospital stated my wife was seen by the attending physician on November 2, 2024, and admitted for delivery. This is incorrect. On November 1, 2024, we went to the emergency room, where my wife's case was presented to the doctor. She was admitted for observation until the following day, February 2, 2024. This was not mentioned in the insurance report. It should be noted that this admission is not part of the delivery package but rather an observation admission. Therefore, we are awaiting the correction of the delivery admission report written by the doctor in the department. Admission under observation as was done at the time of admission for review.\n\n[Arabic]:\nوجتي/ سفانه هنواف الشمري خضعت لعملية ولادة قيصرية في مستشفى الحمادي فرع النزهه بتاريخ 24-11-2024م ، بعد ذلك تواصلو معي إدارة المستشفى بوجود مبلغ مستحق الدفع لم يغطيه التأمين بمبلغ وقدره (4,805) أربعة الاف وثمانمائة وخمسة ريالات ، وبعد الاستفسار من المستشفى وشركة التأمين (تكافل الراجحي) تم ابلاغنا بان المستشفى افاد بأنه في تاريخ 02-11-2024م تمت مراجعة الدكتورة المختصة وتم تنويم زوجتي للولاده وهذا غير صحيح حيث أنه في تاريخ 01-11-2024م حضرنا الى الطوارئ وتم عرض حالة زوجتي لدى الطبيبة في قسم الطواريء وقامت بتنويمها الى يوم غد 02-2024م للملاحظه ولم يتم توضيح ذلك بالتقرير المرفق للتامين و لايخفى على سعادتكم بأن هذا التنويم لايندرج تحت بكج الولادة وانما تنويم تحت الملاحظه ، لذا نحن بانتظار تعديل تقرير تنويم اللولاده المكتوب من قبل الطبيبه لدى القسم الى تنويم تحت الملاحظة كما تم عمله وقت دخول المراجعه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-01T21:00:00Z", "due_at": "2024-12-03T06:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-02T21:00:00Z", "second_reminder_sent_at": "2024-12-02T21:00:00Z", "escalated_at": "2024-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-01T21:00:00Z", "explanation_received_at": "2024-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30215525, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Incorrect Information", "classification": "Communication of wrong information" }, "timeline": { "sent": "2024-12-02 00:00:00", "closed": null, "received": "2024-12-01 09:39:00", "resolved": "2024-12-14 00:00:00", "escalated": "2024-12-03 00:00:00", "first_reminder": "2024-12-03 00:00:00" }, "imported_at": "2026-04-13T22:00:59.564944", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3261", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3261 } } }, { "model": "complaints.complaint", "pk": "1bf5d262-9838-47b3-9564-844258db9cc2", "fields": { "created_at": "2022-10-27T14:18:00Z", "updated_at": "2026-04-13T18:56:21.921Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. azzah Almatt", "expected_result": "", "reference_number": "CMP-2022-10-0408", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor gave me an anesthetic injection for salt filtration, which took 45 minutes without any discomfort. During this time, I attended to two other patients, arriving at 9:00 AM and staying until 3:10 PM. It's worth noting that she provided me with assistance on a previous visit because I was 15 minutes late. Two days later, I was also experiencing severe pain and inflammation after a medical examination. This chronic condition persists, and I was given no painkillers or medication on Thursd", "description": "The doctor gave me an anesthetic injection for salt filtration, which took 45 minutes without any discomfort. During this time, I attended to two other patients, arriving at 9:00 AM and staying until 3:10 PM. It's worth noting that she provided me with assistance on a previous visit because I was 15 minutes late. Two days later, I was also experiencing severe pain and inflammation after a medical examination. This chronic condition persists, and I was given no painkillers or medication on Thursday, which meant I had to stay until Saturday for a follow-up appointment. She stated that this pain and inflammation were due to a filling, and I haven't been given any painkillers or medication for a full week. I'm still experiencing this pain despite using painkillers and other pain-relieving medications.\n\n[Arabic]:\nقامت الدكتورة بإعطائي حقنة المخدر لحشو العصب ثم تركتني 45 دقيقة بدون البدء في الحشو وقامت فى هذه الاثناء باعطاء الخدمة لمريضين اخرين حيث تم حضوري الساعة 9 حتي 15:10 ..علما بان الطبيبة رفضت إعطائي الخدمة في زياره سابقة لاني تاخرت 15 دقيقة عن موعدي.. بالاضافة الي انها قامت بعمل حشو مؤقت لضرس اخر من شهر ولا زال مؤقت ولا استطيع الاكل عليه لان هذا الحشو المؤقت خرج مع الاكل بعد عمله بيومين.. ايضا عانيت من الم والتهاب شديد بعد قيام نفس الطبيبة بعمل هذه الحشوة المؤقتة يوم خميس بدون اعطائي اي مسكن او مضاد حيوي لي مما جعلني اقضي يومين كاملين حتي السبت صباحا ومن ثم مراجعتها حيث قالت ان هذا الالم والالتهاب متوقع بعد حشو العصب وكتبت لي المضاد والمسكن بعد يومين كاملين من المعاناه .. علما بان هذا الالم مستمر حتى الان مع استخدام المضاد الحيوي ومسكن الالم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-22T21:00:00Z", "due_at": "2022-10-29T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-26T21:00:00Z", "second_reminder_sent_at": "2022-10-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-22T21:00:00Z", "explanation_received_at": "2022-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30166401, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-23 00:00:00", "closed": null, "received": "2022-10-27 17:18:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": "2022-10-27 00:00:00" }, "imported_at": "2026-04-13T21:56:21.911769", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0408", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 408 } } }, { "model": "complaints.complaint", "pk": "1c2cf1c1-f94d-4ab8-b3f2-ffa21360a584", "fields": { "created_at": "2025-01-09T16:46:00Z", "updated_at": "2026-04-13T19:01:11.605Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3488", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The cancellation of the approval was requested but was not processed, which resulted in the approval not being accepted by another hospital.", "description": "The cancellation of the approval was requested but was not processed, which resulted in the approval not being accepted by another hospital.\n\n[Arabic]:\nتم طلب الغاء موافقه ولم يتم الغاءها مما تسبب لعدم قبول الموافقه لدى مستشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-11T16:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-09T16:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3488, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "1c3f78d0-bbe9-4ad9-bb94-b45dd23f104a", "fields": { "created_at": "2025-01-22T05:01:00Z", "updated_at": "2026-04-13T19:01:13.939Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3583-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor room cleanliness\n\n\n\n", "description": "Poor room cleanliness\n\n\n\n\n\n[Arabic]:\nسوء بنظافة الغرفه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-24T05:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-01-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-22T05:01:00Z", "explanation_received_at": "2025-01-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3583, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "1c725e4e-f726-472e-bd38-0fc779bf1aa3", "fields": { "created_at": "2024-06-19T10:25:00Z", "updated_at": "2026-04-13T18:59:57.460Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2591", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "All discharge procedures were completed and all required documents were signed at exactly 10:00 AM. I also received all my medications. However, we were kept waiting until 4:00 PM without any clear explanation.\n\nWe contacted the specialists several times and were told each time to continue waiting. After the prolonged delay, I informed them that if the discharge was not completed immediately, there would be an issue. The child was then brought promptly, and we were discharged without any explana", "description": "All discharge procedures were completed and all required documents were signed at exactly 10:00 AM. I also received all my medications. However, we were kept waiting until 4:00 PM without any clear explanation.\n\nWe contacted the specialists several times and were told each time to continue waiting. After the prolonged delay, I informed them that if the discharge was not completed immediately, there would be an issue. The child was then brought promptly, and we were discharged without any explanation for the unjustified delay.\n\n[Arabic]:\nتم اكمال جميع الاجراءات للخروج وتوقيع جميع الاوراق اللازمه في تمام الساعه 10 صباحا وتم اخذ جميع ادويتي ولكن تم الانتظار حتى الساعه الرابعه عصرا بدون اي تفسير واضح علما انه تم التواصل مع الاخصائيات لعدو مرات وابلاغي بالانتظار في كل مره وبعد طول انتظار تواصلت معهم وبلغتهم ان لم يتم الخروج سوف تحدث مشكله تم احضار الطفل على الفور وتم خروجنا بدون اي توضيح عن اسباب التأخير الغير مبرر له . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-18T21:00:00Z", "due_at": "2024-06-21T10:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-18T21:00:00Z", "explanation_received_at": "2024-06-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30048344, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.9.Delay in discharging patient" }, "timeline": { "sent": "2024-06-19 00:00:00", "closed": null, "received": "2024-06-19 13:25:00", "resolved": "2024-06-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.456151", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2591", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2591 } } }, { "model": "complaints.complaint", "pk": "1c9c5546-1101-4a60-a3ab-8358a9c329c9", "fields": { "created_at": "2024-05-20T17:34:00Z", "updated_at": "2026-04-13T18:59:47.798Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2486", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the pharmacy, and a partial medication was dispensed without informing me by counter 7. When I returned to counter 5 to inquire, I was told that there was no stock available, and I needed to go back to the pharmacy on the sixth floor to complete the prescription. Upon arriving at the pharmacy, I waited, and after some time, I was informed that there were 400 boxes available at the main pharmacy and that what I had been told earlier was incorrect.\n\nWho is responsible for all this delay ", "description": "I visited the pharmacy, and a partial medication was dispensed without informing me by counter 7. When I returned to counter 5 to inquire, I was told that there was no stock available, and I needed to go back to the pharmacy on the sixth floor to complete the prescription. Upon arriving at the pharmacy, I waited, and after some time, I was informed that there were 400 boxes available at the main pharmacy and that what I had been told earlier was incorrect.\n\nWho is responsible for all this delay in the patient's time, especially when their health condition does not allow for such prolonged waiting? They could have communicated amongst themselves to inform the patient instead of placing this burden on me.\n\n[Arabic]:\nحضرت للصيدليه وتم صرف دواء ناقص من دون اخبار المريض من قبل شباك ٧ وعند الرجوع للشباك 5 والاستفسار تم ابلاغي بعدم وجود الكميه لديهم ويجب الرجوع للصيدليه بالدور السادس واكمال الوصفه وعند الحضور للصيدليه تم الاننتظار وبعد الانتظار تم ابلاغي بانه موجود ٤٠٠ علبه بالصيدليه الرئيسية وان ماتم ابلاغي فيه غير صحيح من المسؤول عن كل هذي المماطله في وقت المريض وحالته الصحيه لا تحتمل كل هذا الانتظار كان بالامكان التواصل فيما بينهم وابلاغ المريض وليس المريض من يقوم بهذا العمل .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-20T21:00:00Z", "due_at": "2024-05-22T17:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-29T21:00:00Z", "second_reminder_sent_at": "2024-06-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-20T21:00:00Z", "explanation_received_at": "2024-06-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30034479, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-21 00:00:00", "closed": null, "received": "2024-05-20 20:34:00", "resolved": "2024-06-15 00:00:00", "escalated": null, "first_reminder": "2024-05-30 00:00:00" }, "imported_at": "2026-04-13T21:59:47.790458", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2486", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2486 } } }, { "model": "complaints.complaint", "pk": "1cbf31ea-46f6-4911-b3fc-7508504d98a9", "fields": { "created_at": "2024-07-16T11:40:00Z", "updated_at": "2026-04-13T19:00:06.773Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2703", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The approval request dated (12/6/2024) regarding (an epidural) was rejected without explanation, and the amount was requested in cash.", "description": "The approval request dated (12/6/2024) regarding (an epidural) was rejected without explanation, and the amount was requested in cash.\n\n[Arabic]:\nتم رفض رفع موافقة بتاريخ (12/6/2024) والمتعلقة ب(ابرة ظهر) ولم يوضح السبب وتم طلب المبلغ كاش", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30306003, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 14:40:00", "resolved": "2024-07-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.763869", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2703", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2703 } } }, { "model": "complaints.complaint", "pk": "1cefaa17-8499-4040-95d7-db5f96aa89b0", "fields": { "created_at": "2023-01-31T13:35:00Z", "updated_at": "2026-04-13T18:56:57.497Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0842", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the approvals department but was refused admission and told that my insurance wasn't activated at Al-Ahmadi Hospital. No explanation or clarification was provided.\n", "description": "I went to the approvals department but was refused admission and told that my insurance wasn't activated at Al-Ahmadi Hospital. No explanation or clarification was provided.\n\n\n[Arabic]:\nتم التوجھ لقسم الموافقات وتم رفض استقبالي واخباري بعدم تفعيل التأمين لدى مستشفى ااحمادي ولم يتم الشرح\nوالتوضيح لي من قبلهم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T13:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": "2023-01-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30167647, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "2.3.Skills and \nConduct", "classification": "6.4.1.Consent not explained" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 16:35:00", "resolved": "2023-01-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.487786", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0842", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 842 } } }, { "model": "complaints.complaint", "pk": "1d0b0d7f-da09-472a-bb06-ffa168df8e1e", "fields": { "created_at": "2023-11-16T15:49:00Z", "updated_at": "2026-04-13T18:58:44.061Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1860", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He stated that he had paid a sum of money to the doctor for a clearer diagnosis of the condition, but upon entering the clinic, neither the explanation nor the diagnosis was given as required, and no treatment options were provided to the patient, and he left without any benefit from the visit.", "description": "He stated that he had paid a sum of money to the doctor for a clearer diagnosis of the condition, but upon entering the clinic, neither the explanation nor the diagnosis was given as required, and no treatment options were provided to the patient, and he left without any benefit from the visit.\n\n[Arabic]:\nيفيد بانه تم دفع مبلغ عند الطبيب لتشخيص الحاله بشكل اوضح ولكن عند الدخول للعياده لم يتم الشرح ولا التشخيص كما هو مطلوب ولم يتم اعطاء الخيارات العلاجيه للمريض وتم خروجي بدون اي استفاده من الزياره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-18T15:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-18T21:00:00Z", "second_reminder_sent_at": "2023-11-19T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300288, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-16 18:49:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": "2023-11-19 00:00:00" }, "imported_at": "2026-04-13T21:58:44.052129", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1860", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1860 } } }, { "model": "complaints.complaint", "pk": "1d4d6003-18b6-41df-b899-32bb83699fbd", "fields": { "created_at": "2025-08-26T10:21:00Z", "updated_at": "2026-04-13T19:02:37.057Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادة التخدير", "expected_result": "", "reference_number": "CMP-2025-08-4676", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "حين وصوله للموعد لم يكن هناك طبيب تخدير ", "description": "حين وصوله للموعد لم يكن هناك طبيب تخدير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-28T10:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-26T10:21:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4676, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "1d4eec91-faf5-4914-bc8b-9f5deb4be8c3", "fields": { "created_at": "2025-08-18T13:55:00Z", "updated_at": "2026-04-13T19:02:35.839Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الاشعة - د عبدالمنعم ابراهيم", "expected_result": "", "reference_number": "CMP-2025-08-4629", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the ultrasound of the neck, he places his hand on the chest in an inappropriate manner and asks irrelevant questions such as, \"When did the symptoms start?\" and \"Have you had an ultrasound before?\" along with other questions that should have been asked by the doctor. It seems that the purpose of these questions is to distract attention from his actions.", "description": "During the ultrasound of the neck, he places his hand on the chest in an inappropriate manner and asks irrelevant questions such as, \"When did the symptoms start?\" and \"Have you had an ultrasound before?\" along with other questions that should have been asked by the doctor. It seems that the purpose of these questions is to distract attention from his actions.\n\n[Arabic]:\nعند إجراء الأشعة الصوتية للرقبة، يضع يده على الصدر بطريقة غير لائقة، ويسأل أسئلة غير مرتبطة بالحالة مثل: \"متى بدأت الأعراض؟\" و\"هل سبق أن أجريت أشعة من قبل؟\"، بالإضافة إلى أسئلة أخرى كان من المفترض أن يطرحها الطبيب. يبدو أن الهدف من هذه الأسئلة هو تشتيت الانتباه عن تصرفاته.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-20T13:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-18T13:55:00Z", "explanation_received_at": "2025-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4629, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "1d595d30-984e-4304-b0bb-4438c04858da", "fields": { "created_at": "2022-11-02T18:08:00Z", "updated_at": "2026-04-13T18:56:30.580Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90228-MOHAMMAD ABURAHMAH ", "expected_result": "", "reference_number": "CMP-2022-11-0499-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 2, 2022, I entered Dr. Omar’s clinic. I was very worried about my condition and repeatedly asked the doctor to check on my health. The doctor became agitated and spoke to me inappropriately. When I asked if the tests had been added to the system, he replied, “Yes, please come in,” pointing to the door.", "description": "On November 2, 2022, I entered Dr. Omar’s clinic. I was very worried about my condition and repeatedly asked the doctor to check on my health. The doctor became agitated and spoke to me inappropriately. When I asked if the tests had been added to the system, he replied, “Yes, please come in,” pointing to the door.\n\n[Arabic]:\nبتاريخ 2 نوفمبر 2022م تم حجز الموعد لدى الطبيب ابو رحمة الساعة 5:10 مساء وتم حضوري قبل الموعد بنصف ساعة وبعد الانتظار ساعه دخلت للممرضة استفسرعن عدم وصول الطبيب قالت : الطبيب قال \"اذهب الى البيت لانه سيتأخر\". ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-07T21:00:00Z", "due_at": "2022-11-04T18:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-07T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029149, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2022-11-08 00:00:00", "closed": null, "received": "2022-11-02 21:08:00", "resolved": "2022-11-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.577603", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0499-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 499 } } }, { "model": "complaints.complaint", "pk": "1d59691d-57ee-4810-9fe1-eda554c7aad2", "fields": { "created_at": "2025-10-19T15:46:00Z", "updated_at": "2026-04-13T19:03:02.573Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5112-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد بانه اثناء وجوده في العنايه المركزه يوجد تاخير في استجابة التمريض ", "description": "يفيد بانه اثناء وجوده في العنايه المركزه يوجد تاخير في استجابة التمريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T15:46:00Z", "explanation_received_at": "2025-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5112, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "1dd32462-fb99-469e-a2e7-93ba9c18316d", "fields": { "created_at": "2022-10-31T12:21:00Z", "updated_at": "2026-04-13T18:56:30.328Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0597", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 29Oct 2022. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. Also my baby have to get a 3 dose of Anti-biotic. They don’t give him any dose until 5 pm. Also there is no follow-up by the nurses, and there is no response from them.", "description": "On 29Oct 2022. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. Also my baby have to get a 3 dose of Anti-biotic. They don’t give him any dose until 5 pm. Also there is no follow-up by the nurses, and there is no response from them.\n\n[Arabic]:\nتم طلب من المستفيدة بدفع مبلغ اضافي بدون توضيح ما هي الاجراءات اوالخدمات التي تم الدفع عنها", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T12:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": "2022-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30078882, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": null, "received": "2022-10-31 15:21:00", "resolved": "2022-11-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.324804", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0597", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 597 } } }, { "model": "complaints.complaint", "pk": "1df69272-3bc2-4888-8b5b-bb9c902941ac", "fields": { "created_at": "2023-05-15T15:26:00Z", "updated_at": "2026-04-13T18:57:39.917Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. azzah Almatt", "expected_result": "", "reference_number": "CMP-2023-05-1256", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent a root canal treatment and filling, but the results affected my teeth due to an improper filling. The root of the tooth that received the treatment was broken, and there was a forgotten metal cleaning tool left inside the tooth. This led me to seek treatment at Dallah Hospital in Al-Nakheel, where they informed me that I should return to the same doctor for the root canal and the affected tooth from the previous filling. I had more root canal treatments done on both the left and righ", "description": "I underwent a root canal treatment and filling, but the results affected my teeth due to an improper filling. The root of the tooth that received the treatment was broken, and there was a forgotten metal cleaning tool left inside the tooth. This led me to seek treatment at Dallah Hospital in Al-Nakheel, where they informed me that I should return to the same doctor for the root canal and the affected tooth from the previous filling. I had more root canal treatments done on both the left and right sides, and a permanent filling was placed that did not last for a month. Additionally, the filling pressed against the gum.\n\n[Arabic]:\n تم عمل اعادة علاج عصب وعمل حشوه والنتيجه تاثر أسناني من عمل علاج العصب ولم يتم عمل الحشوه بالشكل\nالصحيح وكسر لجذر السن الي انعمل له علاج العصب ونسيان حديد تنضيف السن بالداخل مما جعلني اتعالج في\nمستشفى دله النخيل وابلغوني أني ارجع لنفس الدكتوره لعلاج العصب والسن المتأثر من الحشوه السابقه للعمل\nتم عمل اكثر علاج للعصب في اليمين واليسار وتم عمل حشوه دائمه لم تستمر لمدة شهر وايضاً عمل حشوه\nضغطت على اللثه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-19T21:00:00Z", "due_at": "2023-05-17T15:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-19T21:00:00Z", "explanation_received_at": "2023-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182896, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-05-20 00:00:00", "closed": null, "received": "2023-05-15 18:26:00", "resolved": "2023-06-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.912014", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1256", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 1256 } } }, { "model": "complaints.complaint", "pk": "1df84f00-d937-4b71-a810-39d23e5e7b93", "fields": { "created_at": "2024-11-25T18:30:00Z", "updated_at": "2026-04-13T19:00:51.062Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8635-EZZAT ABDEL AZIEM ALI ", "expected_result": "", "reference_number": "CMP-2024-11-3226", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A psychiatrist, more than any other doctor, should listen to his patients. My son came to him as a patient, but the doctor didn't give him his time and said, \"Goodbye, Ibrahim, I can't treat you.\" He dismissed him in a rather tactless way, without giving him the attention he deserved. My son left the session in a bad psychological state because he needed the doctor to listen to him, and that didn't happen. The doctor's approach was unprofessional, so he canceled the bill. I hope you will look in", "description": "A psychiatrist, more than any other doctor, should listen to his patients. My son came to him as a patient, but the doctor didn't give him his time and said, \"Goodbye, Ibrahim, I can't treat you.\" He dismissed him in a rather tactless way, without giving him the attention he deserved. My son left the session in a bad psychological state because he needed the doctor to listen to him, and that didn't happen. The doctor's approach was unprofessional, so he canceled the bill. I hope you will look into the way this happened and provide an update.\n\n[Arabic]:\n الطبيب النفسي اكثر طبيب يجب ان يستمع بشكل افضل لمرضاه , اتاه ابني كمريض ولم يعطه وقته و قال له مع السلامه يا ابراهيم علاجك مو عندي طرد بطريقه نوعا ما لبقه ولم يعطه حقه بالاستماع, خرج ابني من الجلسة بحالة نفسية سيئة بعد الذي حصل لانه احتاج ان يستمع اليه الطبيب ولم يحدث ذلك وكان اسلوبه غير مهني بالتعامل مع المريض ف الغى الفاتورة .. ارجوا النظر في الاسلوب والتعامل الذي حصل والافادة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-25T21:00:00Z", "due_at": "2024-11-27T18:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-26T21:00:00Z", "second_reminder_sent_at": "2024-11-27T21:00:00Z", "escalated_at": "2024-11-27T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-25T21:00:00Z", "explanation_received_at": "2024-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 50333, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-11-26 00:00:00", "closed": null, "received": "2024-11-25 21:30:00", "resolved": null, "escalated": "2024-11-28 00:00:00", "first_reminder": "2024-11-27 00:00:00" }, "imported_at": "2026-04-13T22:00:51.052836", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3226", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 3226 } } }, { "model": "complaints.complaint", "pk": "1e124fcc-2148-4307-a5ba-bf7633fd57a0", "fields": { "created_at": "2025-06-19T13:27:00Z", "updated_at": "2026-04-13T19:02:11.596Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور محمود عبدالواحد ", "expected_result": "", "reference_number": "CMP-2025-06-4333", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The husband states that the doctor's approach was unprofessional and refused to accept the case.", "description": "The husband states that the doctor's approach was unprofessional and refused to accept the case.\n\n[Arabic]:\nيفيد الزوج بان اسلوب الدكتور غير مهني ورفض استقبال الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-21T13:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-19T13:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4333, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "1e3717e9-7748-44f8-a876-de26a971f3dd", "fields": { "created_at": "2022-12-03T17:23:00Z", "updated_at": "2026-04-13T18:56:34.319Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2022-11-0613", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "I arrived at the appointment at 12:30 and was informed by the nurse that the doctor had a delivery case, as she asked me to wait until the doctor returned. I waited, and at 1:30 the doctor arrived at the clinic, where she took her belongings and left in front of the patients without explaining the reasons or informing us beforehand so that we could leave.", "description": "I arrived at the appointment at 12:30 and was informed by the nurse that the doctor had a delivery case, as she asked me to wait until the doctor returned. I waited, and at 1:30 the doctor arrived at the clinic, where she took her belongings and left in front of the patients without explaining the reasons or informing us beforehand so that we could leave.\n\n[Arabic]:\nتم الحضور على الموعد الساعه 12:30 وتم اخباري من قبل الممرضه ان الدكتوره لديها حاله ولاده حيث انها طلبت مني الانتظارلحين عودة الطبيبه وتم الانتظار وعند الساعه 1:30 تم حضور الدكتوره للعياده حيث قامت باخذ اغراضها والخروج من امام المرضى ولم يتم توضيح الاسباب او اخبارنا من قبل ليتم الذهاب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-02T21:00:00Z", "due_at": "2022-12-05T17:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-02T21:00:00Z", "second_reminder_sent_at": "2022-12-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-02T21:00:00Z", "explanation_received_at": "2022-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30047607, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-03 00:00:00", "closed": null, "received": "2022-12-03 20:23:00", "resolved": "2022-12-07 00:00:00", "escalated": null, "first_reminder": "2022-12-03 00:00:00" }, "imported_at": "2026-04-13T21:56:34.308294", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0613", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 613 } } }, { "model": "complaints.complaint", "pk": "1e62621f-22da-47c1-ade1-f76e1b4a1871", "fields": { "created_at": "2025-05-25T07:43:00Z", "updated_at": "2026-04-13T19:02:00.497Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.حسام رماح ", "expected_result": "", "reference_number": "CMP-2025-05-4213", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“Failure to diagnose the condition, and the patient is still suffering from the illness.”", "description": "“Failure to diagnose the condition, and the patient is still suffering from the illness.”\n\n[Arabic]:\nعدم تشخيص الحاله ولازال المريض يعاني من وجود المرض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-27T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-25T07:43:00Z", "explanation_received_at": "2025-05-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4213, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "1f0e8adc-0d64-4070-b874-cce16d612b03", "fields": { "created_at": "2023-12-16T10:10:00Z", "updated_at": "2026-04-13T18:58:54.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "nurse of Dr.Daad", "expected_result": "", "reference_number": "CMP-2023-12-1948", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment last Saturday and the nurse treated me badly as always happened when visiting this clinic, she shouting over my face when ask her about something and treat me badly when asking for help", "description": "I had an appointment last Saturday and the nurse treated me badly as always happened when visiting this clinic, she shouting over my face when ask her about something and treat me badly when asking for help\n\n[Arabic]:\nكان لدي موعد يوم السبت الماضي، وعاملتني الممرضة معاملة سيئة كالعادة عند زيارة هذه العيادة، فقد صرخت في وجهي عندما سألتها عن شيء ما، وعاملتني معاملة سيئة عندما طلبت المساعدة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-15T21:00:00Z", "due_at": "2023-12-18T10:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-15T21:00:00Z", "explanation_received_at": "2023-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30304394, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-16 00:00:00", "closed": null, "received": "2023-12-16 13:10:00", "resolved": "2023-12-18 00:00:00", "escalated": null, "first_reminder": "2023-12-17 00:00:00" }, "imported_at": "2026-04-13T21:58:54.463288", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1948", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1948 } } }, { "model": "complaints.complaint", "pk": "1f371085-f433-436b-be56-68232b3c2cd7", "fields": { "created_at": "2025-12-09T08:53:00Z", "updated_at": "2026-04-13T19:03:24.086Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.RANIA AHMED ABDULLAH", "expected_result": "", "reference_number": "CMP-2025-12-5432", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that during her consultation with Dr. Rania, a consent form regarding potential side effects of the iron injection was signed on her behalf without her knowledge or consent. Upon going to room 20 to receive the iron injection, the nurse asked her if the form had been signed. When she checked the system, she found that the form was indeed signed. It was signed by the patient", "description": "The patient reports that during her consultation with Dr. Rania, a consent form regarding potential side effects of the iron injection was signed on her behalf without her knowledge or consent. Upon going to room 20 to receive the iron injection, the nurse asked her if the form had been signed. When she checked the system, she found that the form was indeed signed. It was signed by the patient\n\n[Arabic]:\nتفيد المراجعة أنه عند مراجعتها للدكتورة رانيا تم توقيع اقرار بإسمها عن مضاعفات ابرة الحديد المحتملة نيابة عنها من غير موافقتها ولا ابلاغها. وعند الذهاب الى غرفة 20 لاخذ ابرة الحديد تم سؤالها من قبل الممرضة اذا تم التوقيع على الاقرار ام لا؟ وعند فتحها للنظام وجدت الاقرار موقع. وبالفعل كان موقع بإسم المراجعة أروى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-11T08:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-09T08:53:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5432, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "1f4394e1-763f-4ae4-a625-8b765afb6a82", "fields": { "created_at": "2024-04-29T17:25:00Z", "updated_at": "2026-04-13T18:59:38.328Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "PHARMACIST - LAYAN ALSWAIYAN", "expected_result": "", "reference_number": "CMP-2024-04-2413", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Monday, April 29, 2024, after completing my mother's tests, I went to the pharmacy department to get her medications. I noticed a crowd of patients waiting, so I asked for assistance. I approached a young staff member near the pharmacy who gave me a ticket for Window 5 and advised me to go there directly for the urgent medication, considering my mother is ill (in a wheelchair). I appreciate this kindness.\n\nHowever, while waiting at Window 5, a pharmacy staff member at Window 4, named Layan or", "description": "On Monday, April 29, 2024, after completing my mother's tests, I went to the pharmacy department to get her medications. I noticed a crowd of patients waiting, so I asked for assistance. I approached a young staff member near the pharmacy who gave me a ticket for Window 5 and advised me to go there directly for the urgent medication, considering my mother is ill (in a wheelchair). I appreciate this kindness.\n\nHowever, while waiting at Window 5, a pharmacy staff member at Window 4, named Layan or Lyal Al-Suwaian (I believe this is her name), spoke to me in an unprofessional tone, saying \"Yes\" in a disrespectful way. I replied that I was waiting for Window 5 to get the medications as instructed by the supervisor next to the pharmacy. I don't know his position, but he helped me. She responded, \"Who is the supervisor? There is no supervisor here,\" in a rude tone inappropriate for the situation.\n\nShe then said, \"My colleague at Window 5 is fasting and about to break her fast,\" in a loud voice, disregarding my wait. Throughout this, there was no smile on her face; her demeanor was unfriendly, and her approach was below the standards of Al Hammadi Hospital. We are paying for our treatment; why this kind of treatment? There is a more polite way to inform me that it would take a few minutes until they could assist me. I never heard that sentence.\n\n[Arabic]:\nفي يوم الاثنين تاريخ 29 ابريل 2024 م قمت من انتهاء تحاليل الوالده وذهبت الى قسم الصيدليه لصرف ادويه\nالوالده رايت ازدحام في المراجعين والمرضى فطلبت المساعده ذهبت الى موظف مكتبه جنب الصيدليه شاب\nوعطاني رقم شباك رقم ٥ اخبرني الذهاب هناك دايركت لصرف الادويه بحكم والدتي تعبانه ( مقعده الكرسي )\nوالموضوع امر عاجل لصرف الادويه وجزاه االله خير على فعل ذلك ولكن اتفاجى وانا في انتظار الشباك رقم ٥\nتحدثني صيدلانيه رقم شباك 4 اسمها ليان او ليال الصويان اعتقد هذا الاسم قالت بصوت ( نعم) بصوت غير لائق\nقلت انا في انتظار رقم 5 لصرف ادويه اخبرني المشرف جنب الصيدليه لا اعلم ماهو منصبه ولكن ساعدني ان شباك\nرقم ٥ سوف يتم الصرف بشكل عاجل قالت مين المشرف مافي مشرف هنا بصوت قله ادب ليست من مقامي قالت\nزميلتي شباك رقم ٥ صايمه وبتفطر بصوت عالي ورقمك في الانتظار المهم من هذا كله لايوجد ابتسامه وجه غير\nبشوشه واسلوب ماهو مستواي ولا مستوى مستشفى الحمادي نحن نتعالج على حسابنا الشخصي لماذاهذا التعامل\nبهذه الطريقه يوجد اسلوب الطف وتخبرني بان الامر يحتاج بضع دقائق حتى نتمكن من خدمتك لم اسمع هذه\nالجمله", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-29T21:00:00Z", "due_at": "2024-05-01T17:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-29T21:00:00Z", "second_reminder_sent_at": "2024-05-01T21:00:00Z", "escalated_at": "2024-05-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-29T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-04-30 00:00:00", "closed": null, "received": "2024-04-29 20:25:00", "resolved": "2024-05-09 00:00:00", "escalated": "2024-05-05 00:00:00", "first_reminder": "2024-04-30 00:00:00" }, "imported_at": "2026-04-13T21:59:38.317676", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2413", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2413 } } }, { "model": "complaints.complaint", "pk": "1f94a5dc-112f-4eb0-a56b-b62f4087d8aa", "fields": { "created_at": "2023-08-16T17:01:00Z", "updated_at": "2026-04-13T18:58:09.912Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1531", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to get my child vaccinated against measles, but they apologized because it was unavailable", "description": "I went to get my child vaccinated against measles, but they apologized because it was unavailable\n\n[Arabic]:\nتم التوجهه لتلقي تطعيمة (الحصبه ) لطفلتي وتم الاعتذار لعدم توفرها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-16T21:00:00Z", "due_at": "2023-08-18T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-16T21:00:00Z", "explanation_received_at": "2023-08-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233814, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2023-08-17 00:00:00", "closed": null, "received": "2023-08-16 20:01:00", "resolved": "2023-08-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.909581", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1531", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1531 } } }, { "model": "complaints.complaint", "pk": "1f982193-d476-4f2c-a3f5-69b805449beb", "fields": { "created_at": "2025-02-05T12:18:00Z", "updated_at": "2026-04-13T19:01:23.958Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3667", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor informed me that I will do 3 checkups for my daughter (CK, CRP, CBC) and I paid in cash and didn’t receive a receipt. I went back to the cashier to ask for a copy and then I discovered that they added extra checkups without informing me. 8 extra checkups. I asked for a refund and they kept wasting my time and denied my refund for most of them. As a patient, I have the right to know what checkups to be done and I didn’t give my consent except for 3 checkups only. (CK, CRP, CBC)", "description": "The doctor informed me that I will do 3 checkups for my daughter (CK, CRP, CBC) and I paid in cash and didn’t receive a receipt. I went back to the cashier to ask for a copy and then I discovered that they added extra checkups without informing me. 8 extra checkups. I asked for a refund and they kept wasting my time and denied my refund for most of them. As a patient, I have the right to know what checkups to be done and I didn’t give my consent except for 3 checkups only. (CK, CRP, CBC)\n\n[Arabic]:\nطلب فحوصات دون التوضيح لي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T12:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T12:18:00Z", "explanation_received_at": "2025-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3667, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "1fb45dd5-0b41-46b6-a4fa-64ef7bb4b8ab", "fields": { "created_at": "2025-10-16T10:38:00Z", "updated_at": "2026-04-13T19:03:01.876Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5094", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "بداية الوثيقة في شهر خمسة الماضي، قمت بترقية وثيقتي ووثيقة عائلتي في حالة التنويم للحصول على جناح ولكن عند قيام زوجتي بالتنويم في مستشفى الحمادي فرع النزهة بالرياض لإجراء عملية قيصرية بغرض الولادة، تم التنويم في غرفة خاصة وليس في جناح علماً بأن شركة التأمين قد زودت المستشفى بموافقة للحصول على جناح وليس غرفة ، وعند التوجه بالموافقة للمستشفى لم يتم الاعتراف بها علماً بأن الموافقة كانت من تطبيق شركة بوبا العربية.", "description": "بداية الوثيقة في شهر خمسة الماضي، قمت بترقية وثيقتي ووثيقة عائلتي في حالة التنويم للحصول على جناح ولكن عند قيام زوجتي بالتنويم في مستشفى الحمادي فرع النزهة بالرياض لإجراء عملية قيصرية بغرض الولادة، تم التنويم في غرفة خاصة وليس في جناح علماً بأن شركة التأمين قد زودت المستشفى بموافقة للحصول على جناح وليس غرفة ، وعند التوجه بالموافقة للمستشفى لم يتم الاعتراف بها علماً بأن الموافقة كانت من تطبيق شركة بوبا العربية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-18T10:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-16T10:38:00Z", "explanation_received_at": "2025-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5094, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "1fd29dad-747f-45df-866b-441f01352d3f", "fields": { "created_at": "2022-11-21T12:40:00Z", "updated_at": "2026-04-13T18:56:32.660Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8829-FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-11-0490", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor for a pregnancy test on Monday, August 29th, at 6:30 PM. I told her I was experiencing severe pain that prevented me from sitting and that there was some light bleeding from my vagina. She told me I had a miscarriage and that I needed to take a pregnancy test and wait two hours for the results. She prescribed Panadol for the pain. I returned from the lab and waited for two hours outside the doctor's office. It was 8:30 PM when I knocked on the door. The nurse told me the doc", "description": "I went to the doctor for a pregnancy test on Monday, August 29th, at 6:30 PM. I told her I was experiencing severe pain that prevented me from sitting and that there was some light bleeding from my vagina. She told me I had a miscarriage and that I needed to take a pregnancy test and wait two hours for the results. She prescribed Panadol for the pain. I returned from the lab and waited for two hours outside the doctor's office. It was 8:30 PM when I knocked on the door. The nurse told me the doctor had left because she had an emergency. I asked the nurse to call the doctor, but she refused. I waited until 9:00 PM, but the doctor didn't come, so I went to the emergency room. When the emergency room doctor saw me, she told me it was clear I had an ectopic pregnancy based on my symptoms and the pregnancy test results. She told me I needed an ultrasound to confirm. The ultrasound confirmed the ectopic pregnancy; the pregnancy was in the fallopian tube, which was leaking fluid and was about to rupture. They asked me to stay in the hospital and that an endoscopy would be performed the following morning, but I refused and left on my own responsibility and went to another hospital.\n\n[Arabic]:\n ذهبت لمراجعة الطبيبة فتاة لمعرفة نتيجة الحمل وذالك يوم الاثنين الموافق ٢٩ أغسطس الساعة ٦ والنصف مساء ، و أخبرتها أنني أشعر بألم شديد لا يمكنني من الجلوس كما انه يوجد دم بسيط يخرج من المهبل وقالت لي لديك اجهاض وانه يجب عمل فحص حمل والانتظار ساعتين حتى ظهور النتيجه لنتأكد و وصفت لي فيفادول لتسكين الألم. عدت من المختبر و انتظرت ساعتين امام عيادة الطبيبة وكانت الساعة ٨ والنصف مساء و عندما طرقت\nالباب قالت لي الممرضه ان الطبية خرجت من العيادة لأن لديها حالة طارئه، طلبت من الممرضة الاتصال بالطبيبة لكنها رفضت و انتظرت الى الساعه ٩ مساء ولم تحضر الطبيبة فأتجهت الى الطوارئ وعندما رأتني طبيبة الطوارئ اخبرتني انه من الواضح وجود حمل خارج الرحم\nبناءً على الأعراض و على نسبة تحليل الحمل وقالت لي يجب عمل اشعة صوتية للتأكد وبالفعل عملت الأشعة وكان\nهناك حمل خارج الرحم والحمل في الأنبوب و الأنبوب يتسرب منه سوائل و على وشك الإنفجار. طلبو مني حينها\nالمكوث في المستشفى وانه سيتم عمل عملية منظار في اليوم التالي صباحاً ولكن رفضت ذلك وتم خروجي على مسؤوليتي وذهبت الى مستشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-20T21:00:00Z", "due_at": "2022-11-23T12:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-20T21:00:00Z", "explanation_received_at": "2022-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-29T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30089173, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-21 00:00:00", "closed": null, "received": "2022-11-21 15:40:00", "resolved": "2022-11-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.652261", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0490", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 490 } } }, { "model": "complaints.complaint", "pk": "1fd75b97-7475-47cb-b70c-9e2264f56f64", "fields": { "created_at": "2022-11-01T17:32:00Z", "updated_at": "2026-04-13T18:56:30.405Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0484", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 29Oct 2022. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. Also my baby have to get a 3 dose of Anti-biotic. They don’t give him any dose until 5 pm. Also there is no follow-up by the nurses, and there is no response from them.", "description": "On 29Oct 2022. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. Also my baby have to get a 3 dose of Anti-biotic. They don’t give him any dose until 5 pm. Also there is no follow-up by the nurses, and there is no response from them.\n\n[Arabic]:\nفي ٢٩ أكتوبر ٢٠٢٢، واجهتُ العديد من المشاكل مع طاقم التمريض. كانوا غير متعاونين وغير مهنيين. كما أن طفلي كان بحاجة إلى ثلاث جرعات من المضاد الحيوي، ولم يُعطَ أي جرعة حتى الساعة الخامسة مساءً. بالإضافة إلى ذلك، لم يكن هناك أي متابعة من قِبل الممرضات، ولم أتلقَّ أي رد منهن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-31T21:00:00Z", "due_at": "2022-11-03T17:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-02T21:00:00Z", "second_reminder_sent_at": "2022-11-06T21:00:00Z", "escalated_at": "2022-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205413, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-01 00:00:00", "closed": "2023-02-05 00:00:00", "received": "2022-11-01 20:32:00", "resolved": null, "escalated": "2022-12-17 00:00:00", "first_reminder": "2022-11-03 00:00:00" }, "imported_at": "2026-04-13T21:56:30.400201", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0484", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 484 } } }, { "model": "complaints.complaint", "pk": "20136b0a-3428-4027-84ad-9a280babaddb", "fields": { "created_at": "2024-05-12T11:49:00Z", "updated_at": "2026-04-13T18:59:47.101Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Abdullah Al Azzam", "expected_result": "", "reference_number": "CMP-2024-05-2456", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended to donate blood, and upon my arrival, I was informed that I needed to pay a fee to see an internal medicine doctor to obtain the donation paper, conduct tests, and issue approval. After visiting the doctor, I was given the required paper without any examination or official stamp confirming that the donor had been tested and approval for the therapeutic donation had been issued.\n\nWhen I went to have my blood drawn, I was asked to pay another amount that had not been communicated to me ", "description": "I attended to donate blood, and upon my arrival, I was informed that I needed to pay a fee to see an internal medicine doctor to obtain the donation paper, conduct tests, and issue approval. After visiting the doctor, I was given the required paper without any examination or official stamp confirming that the donor had been tested and approval for the therapeutic donation had been issued.\n\nWhen I went to have my blood drawn, I was asked to pay another amount that had not been communicated to me previously. I then went to Manager Abdullah Al-Azzam to request a refund for the consultation fee, but he refused my request and asked me to file a complaint against him. I am requesting a full refund of the doctor's consultation fee, as I did not benefit from the service for which I attended, namely, blood donation.\n\n[Arabic]:\nتم الحضور للتبرع بالدم وعند الحضور تم ابلاغي بضرورة دفع كشفية لدى دكتور باطنية لاخذ ورقة التبرع وعمل الفحوصات واصدار الموافقة وبعد زيارة الطبيب تم اعطائي الورقة المطلوبه بدون فحص او ختم رسمي يثبت انه تم فحص المتبرع واصدار بالموافقة بالتيرع العلاجي وعند الذهاب لسحب الدم تم طلب دفع مبلغ اخر لم يتم ابلاغي فيه سابقا فقمت بالذهاب لمدير عبداالله العزام لاستراجاع قيمة الكشف رفض الطلب وطلب مني تقديم شكوى ضده اطالب باسترجاع كامل قيمة كشفية الطبيب لعدم الاستفادة من الخدمة التي تم الحضور لاجلها وهي تبرع الدم .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-11T21:00:00Z", "due_at": "2024-05-14T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-12T21:00:00Z", "second_reminder_sent_at": "2024-05-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-11T21:00:00Z", "explanation_received_at": "2024-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30208561, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-12 00:00:00", "closed": null, "received": "2024-05-12 14:49:00", "resolved": "2024-05-15 00:00:00", "escalated": null, "first_reminder": "2024-05-13 00:00:00" }, "imported_at": "2026-04-13T21:59:47.093418", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2456", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2456 } } }, { "model": "complaints.complaint", "pk": "2020ca61-77f1-453d-ac65-7449a6c6337f", "fields": { "created_at": "2025-03-23T11:29:00Z", "updated_at": "2026-04-13T19:01:36.754Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3933", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was admitted to the intensive care unit for the installation of a feeding tube. The request for insurance approval was delayed for more than eight hours, which resulted in the procedure not being performed on time. I am inquiring about the role of insurance staff in the hospital", "description": "My father was admitted to the intensive care unit for the installation of a feeding tube. The request for insurance approval was delayed for more than eight hours, which resulted in the procedure not being performed on time. I am inquiring about the role of insurance staff in the hospital\n\n[Arabic]:\nتم إدخال والدي العناية المركزة لتركيب أنبوب تغذية. تأخر رفع طلب الموافقة للتأمين لأكثر من ثماني ساعات، مما أدى لعدم إجراء الإجراء في الوقت المحدد. أستفسر عن دور موظفي التأمين في المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-25T11:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-23T11:29:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3933, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "206ad783-6c24-44cd-a0e3-b22c348b0f55", "fields": { "created_at": "2025-07-20T06:58:00Z", "updated_at": "2026-04-13T19:02:24.382Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التمريض", "expected_result": "", "reference_number": "CMP-2025-07-4490", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports poor treatment by nurses and delays in giving medications.", "description": "The patient reports poor treatment by nurses and delays in giving medications.\n\n[Arabic]:\nيفيد المراجع بسوء معاملت الممرضات والتأخير في اعطاء الادوية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-22T06:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-20T06:58:00Z", "explanation_received_at": "2025-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4490, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2075dada-cb0b-4038-9189-cafcd54ac399", "fields": { "created_at": "2023-06-12T13:29:00Z", "updated_at": "2026-04-13T18:57:49.545Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1349", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the ENT clinic reception, and after providing my information, I was informed that my insurance does not cover Al Hammadi. Upon consulting the clinic manager, I received the same information. However, after checking with the insurance company, I confirmed that my insurance is active and there are no issues with it.", "description": "I went to the ENT clinic reception, and after providing my information, I was informed that my insurance does not cover Al Hammadi. Upon consulting the clinic manager, I received the same information. However, after checking with the insurance company, I confirmed that my insurance is active and there are no issues with it.\n\n[Arabic]:\nتم الحضور الى استقبال عيادات انف واذن وبعد اخذ المعلومات تم ابلاغي بان تاميني لا يشمل الحمادي وعند الرجوع لمدير العيادات تم ابلاغ ايضا بنفس المعلومه علما انه بعد الرجوع لشركة التأمين تم التأكد ان التأمين لدي فعال ولا يوجد به اي اشكاليه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-11T21:00:00Z", "due_at": "2023-06-14T13:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-11T21:00:00Z", "explanation_received_at": "2023-06-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30272164, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-06-12 00:00:00", "closed": null, "received": "2023-06-12 16:29:00", "resolved": "2023-06-13 00:00:00", "escalated": null, "first_reminder": "2023-06-12 00:00:00" }, "imported_at": "2026-04-13T21:57:49.542535", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1349", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1349 } } }, { "model": "complaints.complaint", "pk": "20b38a25-b9e8-4227-84e0-bf0d15d9f305", "fields": { "created_at": "2025-09-11T16:01:00Z", "updated_at": "2026-04-13T19:02:48.118Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4833", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's daughter stated that her mother was given blood pressure medication without measuring her blood pressure, which led to her admission to the intensive care unit.\"", "description": "\"The patient's daughter stated that her mother was given blood pressure medication without measuring her blood pressure, which led to her admission to the intensive care unit.\"\n\n[Arabic]:\nتفيد اابنة المريضه بانه تم اعطاء والدتها دواء الضغط دون قياس الضغط مما ادى الى دخولها العنايه المركزه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-13T16:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-11T16:01:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4833, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "2113aa8d-ecc9-41c6-8fb6-cfc34978f349", "fields": { "created_at": "2025-06-04T15:20:00Z", "updated_at": "2026-04-13T19:02:09.661Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور فهد الدوسري ", "expected_result": "", "reference_number": "CMP-2025-06-4259", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review is very dissatisfied with the doctor's treatment and the lack of a suitable solution for the case.", "description": "The review is very dissatisfied with the doctor's treatment and the lack of a suitable solution for the case.\n\n[Arabic]:\nالمراجعه مستاءه جدا من تعامل الدكتور وعدم تقديم الحل المناسب للحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-06T15:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-04T15:20:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4259, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "21ba553d-951e-4e11-a406-356efcd188e4", "fields": { "created_at": "2025-04-07T07:02:00Z", "updated_at": "2026-04-13T19:01:46.605Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التقارير الطبية ", "expected_result": "", "reference_number": "CMP-2025-04-3973", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "التاخير برفع التقرير ", "description": "التاخير برفع التقرير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T07:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T07:02:00Z", "explanation_received_at": "2025-04-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3973, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "21d79a94-3f7f-4758-ab70-269d86e2778e", "fields": { "created_at": "2022-09-24T17:45:00Z", "updated_at": "2026-04-13T18:56:07.697Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0257", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to get the Hajj vaccination and I was obliged to pay a doctor's consultation fee.", "description": "I came to get the Hajj vaccination and I was obliged to pay a doctor's consultation fee.\n\n[Arabic]:\nجئت لأخذ لقاح الحج، وكان عليّ دفع رسوم استشارة الطبيب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-23T21:00:00Z", "due_at": "2022-09-26T17:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-23T21:00:00Z", "explanation_received_at": "2022-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-23T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209976, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-09-24 00:00:00", "closed": null, "received": "2022-09-24 20:45:00", "resolved": "2022-09-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.692705", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0257", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 257 } } }, { "model": "complaints.complaint", "pk": "21dd5c64-8d1c-46df-8cbb-1d4461e7d561", "fields": { "created_at": "2024-08-29T14:59:00Z", "updated_at": "2026-04-13T19:00:18.361Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2845", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was examined by a doctor, and two days later I returned for a follow-up appointment. The doctor had no clinic, and I was refused admission to another doctor unless I paid a new consultation fee.", "description": "I was examined by a doctor, and two days later I returned for a follow-up appointment. The doctor had no clinic, and I was refused admission to another doctor unless I paid a new consultation fee.\n\n[Arabic]:\nتم الفحص عن دكتور وبعد مرور يومين تم الحضور للمتابعه ولم يكن لدكتور عيادة وتم رفض دخولي على دكتور اخر الا بدفع كشفيه جديده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-28T21:00:00Z", "due_at": "2024-08-31T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-28T21:00:00Z", "explanation_received_at": "2024-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1156667, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-08-29 00:00:00", "closed": null, "received": "2024-08-29 17:59:00", "resolved": "2024-08-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:18.350863", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2845", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2845 } } }, { "model": "complaints.complaint", "pk": "220413b3-c5f8-47f6-9ed5-97b30b72bd20", "fields": { "created_at": "2023-03-20T13:33:00Z", "updated_at": "2026-04-13T18:57:18.854Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1043", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife went to the emergency room at Al Hammadi Hospital in Riyadh/Al Nuzha district. The employee informed us that the hospital was outside the insurance company's network, forcing us to pay the full costs, even though the hospital is within the insurance company's network according to the Council of Cooperative Insurance app data, a copy of which is attached.\n", "description": "My wife went to the emergency room at Al Hammadi Hospital in Riyadh/Al Nuzha district. The employee informed us that the hospital was outside the insurance company's network, forcing us to pay the full costs, even though the hospital is within the insurance company's network according to the Council of Cooperative Insurance app data, a copy of which is attached.\n\n\n[Arabic]:\nذهبت زوجتي الى طوارئ مستشفى الحمادي بالرياض/حي النزهة وافاد الموظف بان المستشفى خارج شبكة شركة للتأمين مما اضطرنا الى دفع كامل التكاليف مع العلم ان المستشفى ضمن شبكة شركة التأمين حسب بيانات تطبيق مجلس الضمان والمرفق صورة منه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-19T21:00:00Z", "due_at": "2023-03-22T13:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30207086, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect\nInformation", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-03-20 00:00:00", "closed": null, "received": "2023-03-20 16:33:00", "resolved": "2023-03-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.845558", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1043", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1043 } } }, { "model": "complaints.complaint", "pk": "220963d6-476d-4f29-a3e0-5944e7e3809d", "fields": { "created_at": "2025-07-19T05:59:00Z", "updated_at": "2026-04-13T19:02:24.207Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4481", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد المراجع بأنه بسبب عدم رفع التقاريرلتأمين بشكل كافي ترتب عليه مبلغ مالي ", "description": "يفيد المراجع بأنه بسبب عدم رفع التقاريرلتأمين بشكل كافي ترتب عليه مبلغ مالي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-21T05:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-19T05:59:00Z", "explanation_received_at": "2025-07-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4481, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2218afcc-1c90-402c-ac88-adfb855cf971", "fields": { "created_at": "2022-09-08T18:10:00Z", "updated_at": "2026-04-13T18:56:05.725Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. KHALED JAMMAH", "expected_result": "", "reference_number": "CMP-2022-09-0089", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor was informed about my two brothers’ condition and I asked him for a report on the case, but he refused to write the report and told me that I could get a refund for not doing any procedure. When I went to the reception, only the money for the child Muhammad was refunded, and I was told that the reason was that the doctor had saved the file for the child Fatima with him, so the money could not be refunded. When I went back to the doctor, he told me that he had not saved anything and th", "description": "The doctor was informed about my two brothers’ condition and I asked him for a report on the case, but he refused to write the report and told me that I could get a refund for not doing any procedure. When I went to the reception, only the money for the child Muhammad was refunded, and I was told that the reason was that the doctor had saved the file for the child Fatima with him, so the money could not be refunded. When I went back to the doctor, he told me that he had not saved anything and the money has not been refunded yet.\n\n[Arabic]:\nتم اخبار الدكتور عن حالته اخواني الاثنين وطلبت منه تقرير للحاله وتم رفض لكتابة التقرير واخبرني انه بامكاني ارجاع مبلغ الكشفيه لعدم عمل اي اجراء وعند الذهاب للاستقبال تم ارجاع مبلغ الطفل محمد فقط وتم اخباري ان السبب ان الدكتور قام بحفظ ملف الطفل فاطمه لديه لا يمكن ارجاع المبلغ وعند العوده للدكتور تم اخباري من قبله لم احفظ اي شي ولم يتم ارجاع المبلغ الى الان . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-16T21:00:00Z", "due_at": "2022-09-10T18:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-16T21:00:00Z", "explanation_received_at": "2022-09-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221014, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2022-09-17 00:00:00", "closed": null, "received": "2022-09-08 21:10:00", "resolved": "2022-09-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.723365", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0089", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 89 } } }, { "model": "complaints.complaint", "pk": "22778950-0a71-4460-bd0f-e42ac582d1f3", "fields": { "created_at": "2025-10-15T12:19:00Z", "updated_at": "2026-04-13T19:03:01.616Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5089", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am submitting this complaint to you regarding what I encountered in your Emergency Department. Unfortunately, I noticed poor treatment from some staff members and a clear lack of humaneness during the service they provided.\n\nPatients in the Emergency Department are often tired and anxious, and are supposed to be treated with kindness and respect. Unfortunately, I did not experience this appropriate treatment. Instead, I felt neglected and indifferent. Furthermore, the approach used by some sta", "description": "I am submitting this complaint to you regarding what I encountered in your Emergency Department. Unfortunately, I noticed poor treatment from some staff members and a clear lack of humaneness during the service they provided.\n\nPatients in the Emergency Department are often tired and anxious, and are supposed to be treated with kindness and respect. Unfortunately, I did not experience this appropriate treatment. Instead, I felt neglected and indifferent. Furthermore, the approach used by some staff members was inappropriate and does not reflect the image of the hospital or the humanitarian profession they represent.\n\nThis situation left a profoundly negative impact on me, and I hope your esteemed management will take the necessary measures to ensure improved staff treatment of patients and their families, and to work towards providing an environment of respect, compassion, and professionalism befitting the hospital's reputation.\n\n[Arabic]:\nأتقدم إليكم بهذه الشكوى بشأن ما واجهته في قسم الطوارئ لديكم، حيث لاحظت مع الأسف وجود سوء في تعامل بعض الموظفين، وغياب واضح للحس الإنساني أثناء تقديم الخدمة.\n\nإن المريض في قسم الطوارئ يكون غالبًا في حالة من التعب والقلق، ومن المفترض أن يُعامل بلطف واحترام، إلا أنني للأسف لم أجد هذا التعامل اللائق، بل شعرت بالإهمال وعدم الاكتراث، كما أن الأسلوب المستخدم من قبل بعض أفراد الطاقم لم يكن مناسبًا، ولا يعكس صورة المستشفى أو المهنة الإنسانية التي يمثلونها.\n\nلقد ترك هذا الموقف أثرًا سلبيًا كبيرًا في نفسي، وأتمنى من إدارتكم الكريمة اتخاذ ما يلزم من إجراءات لضمان تحسين تعامل الموظفين مع المرضى وذويهم، والعمل على توفير بيئة يسودها الاحترام، والرحمة، والمهنية التي تليق باسم المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-17T12:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-15T12:19:00Z", "explanation_received_at": "2025-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5089, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "22906c88-7743-4da1-8115-514af2ffa49c", "fields": { "created_at": "2024-05-02T12:47:00Z", "updated_at": "2026-04-13T18:59:46.575Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Azza Bashir ", "expected_result": "", "reference_number": "CMP-2024-05-2422", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "On February 19, 2023, it was explained to the treating doctor that the patient suffers from anemia. We stated that if the contraceptive implant would increase her periods, we did not want it. However, she assured us that it would not cause that and that her periods would stop for a year or more. The patient was surprised to find that it caused her to have periods twice a month, resulting in adverse effects. We are awaiting a response and the removal of the implant.", "description": "On February 19, 2023, it was explained to the treating doctor that the patient suffers from anemia. We stated that if the contraceptive implant would increase her periods, we did not want it. However, she assured us that it would not cause that and that her periods would stop for a year or more. The patient was surprised to find that it caused her to have periods twice a month, resulting in adverse effects. We are awaiting a response and the removal of the implant.\n\n[Arabic]:\n 19 فبراير 2023 تم التوضيح لطبيبه المعالجه ان المريضه تعاني من فقر دم فإذا كانت شريحة منع الحمل راح تزيد الدوره فلا نريدها الا انها اكدت انها تضمن انها لا تسبب ذلك بل ستتوقف الدوره لسنه واكثر وتفاجئت المريضه انها تتسب لها بالدوره مرتين بالشهر ونتيجة عكسيه . بانتظار الرد ونزع الشريحه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-01T21:00:00Z", "due_at": "2024-05-04T12:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-04T21:00:00Z", "second_reminder_sent_at": "2024-05-07T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-01T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 301053879, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-02 00:00:00", "closed": null, "received": "2024-05-02 15:47:00", "resolved": "2024-05-09 00:00:00", "escalated": null, "first_reminder": "2024-05-05 00:00:00" }, "imported_at": "2026-04-13T21:59:46.570699", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2422", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2422 } } }, { "model": "complaints.complaint", "pk": "22cf3576-f93d-4807-bc64-67cc0799dc7f", "fields": { "created_at": "2025-04-05T17:04:00Z", "updated_at": "2026-04-13T19:01:46.468Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمود ابوجنايا", "expected_result": "", "reference_number": "CMP-2025-04-3964", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the doctor was unprofessional and late with his appointments ", "description": "the doctor was unprofessional and late with his appointments \n\n[Arabic]:\nالطبيب لم يتعامل مع المريض باسلوب مهني و تأخر في موعد المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-07T17:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-05T17:04:00Z", "explanation_received_at": "2025-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3964, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "22d9d776-11fc-443c-8518-e6f494167ce8", "fields": { "created_at": "2023-12-24T08:03:00Z", "updated_at": "2026-04-13T18:58:56.076Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.IBRAHIM ARSHAD ", "expected_result": "", "reference_number": "CMP-2023-12-1990", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The required procedures and reasons were not clarified, and no request was submitted for an MRI scan and lung injection, nor was the medical insurance company informed of this, which led to the medical approval being rejected several times. The reasons explained in the submitted report do not reflect the procedures that the hospital will actually carry out for my wife's medical condition, which requires her to be (under observation) as she is 31 weeks pregnant and has placenta previa with the po", "description": "The required procedures and reasons were not clarified, and no request was submitted for an MRI scan and lung injection, nor was the medical insurance company informed of this, which led to the medical approval being rejected several times. The reasons explained in the submitted report do not reflect the procedures that the hospital will actually carry out for my wife's medical condition, which requires her to be (under observation) as she is 31 weeks pregnant and has placenta previa with the possibility of premature birth, which was not mentioned in the report in the manner that was mentioned to us by the doctors. We are waiting for the addition of all the information required for approval by the insurance.\n\n[Arabic]:\nلم يتم توضيح للاجراءات المطلوبة والاسباب وعدم رفع طلب لاشعة MRI وابرة الرئة وعدم افادة شركة التأمين الطبي بذلك، مما ادى الى رفض الموافقة الطبية عدة مرات، حيث ان الاسباب الموضحه بالتقرير المرفوع لاتعكس الإجراءات التي سيقوم بها المستشفى فعلياً لحالة زوجتي الطبية والتي تستدعي ان تكون (تحت الملاحظة) كونها حامل في الاسبوع ٣١ ولديها نزول في المشيمه مع وجود احتمالية الولادة المبكرة، والتي لم تذكر في التقرير بالشكل الذي ذكر لنا من خلال الاطباء بانتظار اضافة كافة المعلومات المطلوبه للموافقه من قبل التأمين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-26T08:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-24T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30095835, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-24 11:03:00", "resolved": "2023-12-25 00:00:00", "escalated": null, "first_reminder": "2023-12-24 00:00:00" }, "imported_at": "2026-04-13T21:58:56.073654", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1990", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1990 } } }, { "model": "complaints.complaint", "pk": "22db47a0-902b-4aab-ab8c-7926b050ec61", "fields": { "created_at": "2023-09-20T16:09:00Z", "updated_at": "2026-04-13T18:58:20.734Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1648", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " A claim for financial compensation due to the submission of unwarranted claims to the insurance company, which resulted in the depletion of the insurance company's capacity.", "description": " A claim for financial compensation due to the submission of unwarranted claims to the insurance company, which resulted in the depletion of the insurance company's capacity.\n\n[Arabic]:\nمطالبة باستعادة مبلغ مالي بسبب رفع طلبات ليس لها داعلي لجهة التأمين مما تسبب في استفاذ الطاقة التأمينية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-24T21:00:00Z", "due_at": "2023-09-22T16:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-24T21:00:00Z", "explanation_received_at": "2023-09-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182548, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-09-25 00:00:00", "closed": " ", "received": "2023-09-20 19:09:00", "resolved": "2023-09-25 00:00:00", "escalated": " ", "first_reminder": " 2023/09/25" }, "imported_at": "2026-04-13T21:58:20.726914", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1648", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1648 } } }, { "model": "complaints.complaint", "pk": "2390983a-71b4-4bd7-b56b-07d13d7b4194", "fields": { "created_at": "2025-01-13T11:23:00Z", "updated_at": "2026-04-13T19:01:12.070Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3513", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in uploading the vacation on the Seha platform\n\n", "description": "Delay in uploading the vacation on the Seha platform\n\n\n\n[Arabic]:\nتاخير رفع اجازة لدى منصة صحة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T11:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T11:23:00Z", "explanation_received_at": "2025-01-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3513, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "2393be97-d518-474f-b95d-f87a77539d97", "fields": { "created_at": "2025-12-01T11:41:00Z", "updated_at": "2026-04-13T19:03:23.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5388", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in the provision of nursing care", "description": "Delay in the provision of nursing care\n\n[Arabic]:\nتاخير في تقديم الخدمه من قبل التمريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 157, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-03T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-01T11:41:00Z", "explanation_received_at": "2025-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5388, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "23a202c4-dd03-4a8f-8fa1-7d0b43884467", "fields": { "created_at": "2023-09-17T08:08:00Z", "updated_at": "2026-04-13T18:58:20.243Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1627", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had surgery, and while I was under anesthesia, the doctor came in and injected the anesthetic needle more than 7 times. After that, another doctor was called in. I was anesthetized the first time, and even now, after the surgery, I am suffering from severe pain at the injection site and numbness in the same area, as well as in my hand and legs.", "description": "I had surgery, and while I was under anesthesia, the doctor came in and injected the anesthetic needle more than 7 times. After that, another doctor was called in. I was anesthetized the first time, and even now, after the surgery, I am suffering from severe pain at the injection site and numbness in the same area, as well as in my hand and legs.\n\n[Arabic]:\n قمت باجراء عمليه وفي وقت التخدير دخل علي الدكتور وقام بادخال ابره التخدير اكثر من 7 مرات وبعدها تم استدعاء دكتور ثاني ومن اول مره تبنجت وبعد العمليه حتى الان اعاني من الم شدييييد مكان الابر وتنميل في نفس المكان واليد والارجل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-19T21:00:00Z", "due_at": "2023-09-19T08:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-19T21:00:00Z", "explanation_received_at": "2023-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20140137, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-09-20 00:00:00", "closed": " ", "received": "2023-09-17 11:08:00", "resolved": "2023-09-21 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.239533", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1627", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 1627 } } }, { "model": "complaints.complaint", "pk": "23ed3ce8-e8dc-4f83-b199-3e740c85ffc7", "fields": { "created_at": "2025-12-07T18:10:00Z", "updated_at": "2026-04-13T19:03:23.995Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "JAWHARAH ALI ALGHAMDI", "expected_result": "", "reference_number": "CMP-2025-12-5428", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am submitting this complaint regarding the behavior of the employee during my visit. The employee came to the room and informed me that the visit had ended. I explained to her that there were no other visitors, but she insisted on her opinion and stated that she remembered the presence of another visitor. After I confirmed again that there was no one else with me, she left the room and spoke about me to another nurse.\n\nI would like to clarify that I have no interest in hiding the presence of a", "description": "I am submitting this complaint regarding the behavior of the employee during my visit. The employee came to the room and informed me that the visit had ended. I explained to her that there were no other visitors, but she insisted on her opinion and stated that she remembered the presence of another visitor. After I confirmed again that there was no one else with me, she left the room and spoke about me to another nurse.\n\nI would like to clarify that I have no interest in hiding the presence of any other visitor, and if there were anyone else, it would be obvious and visible afterward. The employee then raised her hand towards me in a disrespectful manner (pointing her index finger at my nose) in front of the nurses and in the hallway, which caused me great embarrassment.\n\nTherefore, I request that you kindly review the hallway cameras to verify the accuracy of my statements and take the appropriate action against the employee.\n\n[Arabic]:\nأتقدم بهذه الشكوى بخصوص ما بدر من الموظفة أثناء تواجدي حيث حضرت الموظفة إلى الغرفة وأبلغتني بأن الزيارة قد انتهت، فأوضحتُ لها أنه لا توجد أي زائرة أخرى ، إلا أنها أصرت على رأيها وذكرت أنها تتذكر وجود زائرة أخرى، وبعد أن أكدتُ لها مجددًا أنه لا يوجد أحد غيري، غادرت الغرفة وتوجهت إلى الممرضة الأخرى وتحدثت عني كما أود التوضيح أنني لا يوجد لدي أي مصلحة في إخفاء وجود أي زائرة أخرى، وأنه في حال وجود أي شخص آخر سيكون واضحًا ويمكن رؤيته بعد ذلك، قامت الموظفة برفع يدها علي بطريقة غير محترمة (وضع إصبع السبابة تجاه الأنف) أمام الممرضات وفي ممر الغرفة، مما سبب لي إحراجًا شديدًا وعليه، أطلب من سعادتكم التكرم بمراجعة كاميرات الممر للتأكد من صحة أقوالي، واتخاذ الإجراءات النظامية بحق الموظفة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-09T18:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-07T18:10:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5428, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "23fda8bc-0971-425a-8896-ad522000bbe9", "fields": { "created_at": "2024-05-16T14:23:00Z", "updated_at": "2026-04-13T18:59:47.335Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Esraa Ahmed Ramadan Mohammed", "expected_result": "", "reference_number": "CMP-2024-05-2476", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "1d8c9751-188f-4480-a0d2-64a949374dde", "title": "We arrived at the agreed-upon appointment time, and after completing the insurance procedures, we were informed that the doctor had left without any apology or prior notice. We were informed of her departure at 5:02 PM, right after ending the procedure.\n\nWhat result are you seeking?\nI am seeking to cover the costs of treatment in case anything happens to the patient.\n", "description": "We arrived at the agreed-upon appointment time, and after completing the insurance procedures, we were informed that the doctor had left without any apology or prior notice. We were informed of her departure at 5:02 PM, right after ending the procedure.\n\nWhat result are you seeking?\nI am seeking to cover the costs of treatment in case anything happens to the patient.\n\n\n[Arabic]:\n تم الحضور على الموعد المتفق عليه وبعد انتهاء من اجراءات التأمين تم افادتنا بخروج الدكتوره بدون اي اعتذار\nاو سابق انذار تم الحضور على الموعد المحدد والانتهاء من الاجراء الساعه ٥:٢ وتم الافاده بمغادره الطبيبه\n\nماهي النتيجة التي تبحث عنها\n تحمل تكلفه العلاج في حال حدوث اي شي للمريضه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-20T21:00:00Z", "due_at": "2024-05-18T14:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-20T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2490468093, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-05-21 00:00:00", "closed": null, "received": "2024-05-16 17:23:00", "resolved": "2024-06-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:47.323534", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2476", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2476 } } }, { "model": "complaints.complaint", "pk": "24057829-0326-4866-b979-76afbaa4f47c", "fields": { "created_at": "2025-09-25T18:48:00Z", "updated_at": "2026-04-13T19:02:50.433Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17822-NADA ALI I ALANAZI", "expected_result": "", "reference_number": "CMP-2025-09-4959", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer reported that the employee's behavior was unprofessional and uncooperative.", "description": "The reviewer reported that the employee's behavior was unprofessional and uncooperative.\n\n[Arabic]:\nيفيد المراجعه بان اسلوب تعامل الموظفة غير مهني وغير متعاونه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-27T18:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-25T18:48:00Z", "explanation_received_at": "2025-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4959, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "241f89e6-8deb-480b-a1c2-9de33aa3f0f0", "fields": { "created_at": "2023-02-21T08:20:00Z", "updated_at": "2026-04-13T18:57:07.370Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0911-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 14 feb 2023 , I went to the ER department and the nurse did not put the cannula for my daughter\n. correctly , when my daughter admitted the nurse changed the cannula", "description": "on 14 feb 2023 , I went to the ER department and the nurse did not put the cannula for my daughter\n. correctly , when my daughter admitted the nurse changed the cannula\n\n[Arabic]:\nفي ١٤ فبراير ٢٠٢٣، ذهبتُ إلى قسم الطوارئ، ولم تُدخل الممرضة الكانولا الوريدية لابنتي بشكل صحيح.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T08:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-21T21:00:00Z", "second_reminder_sent_at": "2023-02-25T21:00:00Z", "escalated_at": "2023-02-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30069197, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 11:20:00", "resolved": "2023-02-27 00:00:00", "escalated": "2023-02-27 00:00:00", "first_reminder": "2023-02-22 00:00:00" }, "imported_at": "2026-04-13T21:57:07.368446", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0911-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 911 } } }, { "model": "complaints.complaint", "pk": "243b9783-3300-461f-828e-220db977a90e", "fields": { "created_at": "2022-12-04T11:07:00Z", "updated_at": "2026-04-13T18:56:34.388Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NUHA JAMAL", "expected_result": "", "reference_number": "CMP-2022-11-0611", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated unprofessionally by Dr. Nihal. I paid a bill for the procedure, and after a long wait, she came out and told us that the procedure could not be done now. Note that the duty manager also spoke to her about my coming from a distant area and my inability to come as soon as possible, but there was no response from the doctor, and she refused without stating the reasons.", "description": "I was treated unprofessionally by Dr. Nihal. I paid a bill for the procedure, and after a long wait, she came out and told us that the procedure could not be done now. Note that the duty manager also spoke to her about my coming from a distant area and my inability to come as soon as possible, but there was no response from the doctor, and she refused without stating the reasons.\n\n[Arabic]:\nتم التعامل معي بطريقة غير مهنيه من قبل الدكتوره نهال حيث تم دفع فاتوره لعمل الاجراء وبعد الانتظار الطويل تم خروجها واخبارنا من قبلها لا يمكن عمل الاجراء الان علما انه تم التحدث معها من قبل المدير المناوب ايضا فيما يخص حضوري من منطقة بعيده وعدم استطاعتي بالحضور في اقرب وقت ولم يكن هناك تجاوب من قبل الطبيبه وتم الرفض من بدون ذكر الاسباب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-03T21:00:00Z", "due_at": "2022-12-06T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-03T21:00:00Z", "explanation_received_at": "2022-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-11T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20021496, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-04 00:00:00", "closed": "2023-01-12 00:00:00", "received": "2022-12-04 14:07:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:34.381003", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0611", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 611 } } }, { "model": "complaints.complaint", "pk": "243def31-60c3-4a9f-8e48-feb87bf2d16f", "fields": { "created_at": "2022-11-27T15:04:00Z", "updated_at": "2026-04-13T18:56:33.692Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6884-MAJIDA MALAK KESILIA ", "expected_result": "", "reference_number": "CMP-2022-11-0582", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We went to Dr. Majda and she told us that my wife’s condition was not within her scope and that we should go to dermatology clinics. However, the doctor kept the consultation fee and I was unable to get a refund, noting that she did not perform any procedure and was only directed to other religious duties.", "description": "We went to Dr. Majda and she told us that my wife’s condition was not within her scope and that we should go to dermatology clinics. However, the doctor kept the consultation fee and I was unable to get a refund, noting that she did not perform any procedure and was only directed to other religious duties.\n\n[Arabic]:\nتم الحضور لدى الدكتوره ماجده وتم اخبارنا من قبلها ان حالة زوجتي ليس لديها ويجب التوجه لعيادات الجلديه ولكن تم حفظ الكشفيه من قبل الطبيبه المعالجه حيث لم اتمكن من استرجاع المبلغ علما انها لم تقوم باي اجراء تم التوجيه فقط لعبادات اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-26T21:00:00Z", "due_at": "2022-11-29T15:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-26T21:00:00Z", "explanation_received_at": "2022-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233211, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2022-11-27 00:00:00", "closed": null, "received": "2022-11-27 18:04:00", "resolved": "2022-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.689522", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0582", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 582 } } }, { "model": "complaints.complaint", "pk": "24509013-8277-4047-9587-f7d8f3386c10", "fields": { "created_at": "2025-02-15T17:46:00Z", "updated_at": "2026-04-13T19:01:25.194Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3732", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Discussing with Rafaat at Confidental Batna Informati Sermon and Batna’s Bermes", "description": "Discussing with Rafaat at Confidental Batna Informati Sermon and Batna’s Bermes\n\n[Arabic]:\n إفشاء معلومات خاصة وسرية للمريض بدون إذن من المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-17T17:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-15T17:46:00Z", "explanation_received_at": "2025-02-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3732, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "245d8cbf-a1bc-4e04-a659-a0ceb87b266b", "fields": { "created_at": "2023-05-04T08:17:00Z", "updated_at": "2026-04-13T18:57:38.697Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1211", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The report for the hepatitis test has not been issued in Seha.", "description": "The report for the hepatitis test has not been issued in Seha.\n\n[Arabic]:\nلم يتم اصدار تقرير فحص الكبد الوبائي في صحة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-03T21:00:00Z", "due_at": "2023-05-06T08:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-03T21:00:00Z", "explanation_received_at": "2023-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-07T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1220929, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-05-04 00:00:00", "closed": null, "received": "2023-05-04 11:17:00", "resolved": "2023-05-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.694620", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1211", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1211 } } }, { "model": "complaints.complaint", "pk": "249f8abd-2dbe-4f37-ab66-543972286265", "fields": { "created_at": "2024-06-13T17:26:00Z", "updated_at": "2026-04-13T18:59:57.310Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad A. Aldosary", "expected_result": "", "reference_number": "CMP-2024-06-2589", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "I was not given my rights as a patient, and the doctor refused to listen to me, claiming that there was not enough time.", "description": "I was not given my rights as a patient, and the doctor refused to listen to me, claiming that there was not enough time.\n\n[Arabic]:\n عدم اعطائي حقي كمريض و رفض الاستماع بحجة ضيق الوقت", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-23T21:00:00Z", "due_at": "2024-06-15T17:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-28T21:00:00Z", "second_reminder_sent_at": "2024-07-03T21:00:00Z", "escalated_at": "2024-07-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-06-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30194118, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-06-24 00:00:00", "closed": null, "received": "2024-06-13 20:26:00", "resolved": null, "escalated": "2024-07-06 00:00:00", "first_reminder": "2024-06-29 00:00:00" }, "imported_at": "2026-04-13T21:59:57.300533", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2589", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2589 } } }, { "model": "complaints.complaint", "pk": "24ce0cf8-96bc-49d0-9c5f-e08b6ed2e1fe", "fields": { "created_at": "2025-01-08T09:07:00Z", "updated_at": "2026-04-13T19:01:11.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3479", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay and dissatisfaction in obtaining medical approvals", "description": "Delay and dissatisfaction in obtaining medical approvals\n\n[Arabic]:\n تأخيراً واستياءً في الحصول على الموافقات الطبية", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-10T09:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-08T09:07:00Z", "explanation_received_at": "2025-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3479, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "24eec5e3-05eb-46da-9d3d-85a3b50e7d7f", "fields": { "created_at": "2024-12-25T11:38:00Z", "updated_at": "2026-04-13T19:01:02.127Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90524-Dr RAMI MOHAMED SHAATH", "expected_result": "", "reference_number": "CMP-2024-12-3417", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "As per the member, the doctor Rami Mohammed shaath gave her a medication without any tests and the member went to ICU because of that medication and they want to make a complain. The doctor informed her to do x-ray he said to her she has to be fasting, and she not fasting, he said its ok tell them that you’re fasting and do the x-ray. They said he just want to take money ,, and she informed him that she is sensitive to some medication, but he didn’t care he said no I will change the medication ", "description": "As per the member, the doctor Rami Mohammed shaath gave her a medication without any tests and the member went to ICU because of that medication and they want to make a complain. The doctor informed her to do x-ray he said to her she has to be fasting, and she not fasting, he said its ok tell them that you’re fasting and do the x-ray. They said he just want to take money ,, and she informed him that she is sensitive to some medication, but he didn’t care he said no I will change the medication for you .. for your reply and investigations, Please note that the member is still admitted in the hospital.\n\n[Arabic]:\nبحسب المريضة، وصف لها الطبيب رامي محمد شث دواءً دون إجراء أي فحوصات، ونُقلت المريضة إلى العناية المركزة بسبب هذا الدواء، وهي ترغب في تقديم شكوى. طلب ​​منها الطبيب إجراء أشعة سينية، وأمرها بالصيام، ولأنها لم تكن صائمة، قال لها: لا بأس، أخبريهم أنكِ صائمة، ثم أجري الأشعة. قالت المريضة إنه يريد فقط الحصول على المال، وأخبرته أنها تعاني من حساسية تجاه بعض الأدوية، لكنه لم يكترث وقال: لا، سأغير الدواء لكِ. للرد والتحقيق، يُرجى العلم أن المريضة لا تزال في المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": null, "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-24T21:00:00Z", "due_at": "2024-12-27T11:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-24T21:00:00Z", "explanation_received_at": "2024-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-25T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219275, "source": "شركة تأمين", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2024-12-25 00:00:00", "closed": null, "received": "2024-12-25 14:38:00", "resolved": "2024-12-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.120768", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3417", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 3417 } } }, { "model": "complaints.complaint", "pk": "253f935b-bc58-496c-a8c8-35ab9542f385", "fields": { "created_at": "2025-04-21T08:51:00Z", "updated_at": "2026-04-13T19:01:48.068Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.وافي العنزي", "expected_result": "", "reference_number": "CMP-2025-04-4049", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing my health leave", "description": "Delay in issuing my health leave\n\n[Arabic]:\nتأخير في اصدار الاجازه بصحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T08:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T08:51:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4049, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "25400b78-e353-4449-86bd-fd816abc3824", "fields": { "created_at": "2023-07-06T12:46:00Z", "updated_at": "2026-04-13T18:57:59.042Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1412", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Medications were dispensed that were not available inside Al-Hammadi Pharmacy or in an external pharmacy.", "description": "Medications were dispensed that were not available inside Al-Hammadi Pharmacy or in an external pharmacy.\n\n[Arabic]:\nتم صرف ادويه لم تتوفر داخل صيدلية الحمادي او في صيدليه خارجيه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-10T21:00:00Z", "due_at": "2023-07-08T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-10T21:00:00Z", "explanation_received_at": "2023-08-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30055006, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-07-11 00:00:00", "closed": null, "received": "2023-07-06 15:46:00", "resolved": "2023-07-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.039507", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1412", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1412 } } }, { "model": "complaints.complaint", "pk": "25511ce0-ceb5-4d6c-9a9b-35e63054a99e", "fields": { "created_at": "2023-03-19T13:54:00Z", "updated_at": "2026-04-13T18:57:18.461Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4963-ABDULLAH AL SHAMRANI ", "expected_result": "", "reference_number": "CMP-2023-03-1036", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 19, 2023, I took my daughter to Dr. Abdullah's clinic, and we were received by him in an inappropriate manner. When I informed him about my daughter's condition, he said that the treatment he was currently prescribing was the only one available and that there was no other treatment, or that I should seek another doctor. I was very surprised by the doctor's attitude, especially since I hadn't insulted him in any way or spoken to him about anything. I asked him, \"Doctor, did I do somethin", "description": "On March 19, 2023, I took my daughter to Dr. Abdullah's clinic, and we were received by him in an inappropriate manner. When I informed him about my daughter's condition, he said that the treatment he was currently prescribing was the only one available and that there was no other treatment, or that I should seek another doctor. I was very surprised by the doctor's attitude, especially since I hadn't insulted him in any way or spoken to him about anything. I asked him, \"Doctor, did I do something offensive or misunderstand to warrant such a reaction?\" He replied, \"Go to a doctor who hates his child.\"\n\n\n[Arabic]:\nتم حضوري مع ابنتي بتاريخ 19 مارس 2023م لعيادة الطبيب عبدالله وتم استقبالنا من قبل الطبيب باسلوب غير مناسب \nوحين ابلاغه عن حالة ابنتي قال العلاج الذي تأخذه حاليا هو فقط ولا يوجد لدي علاج اخر او ابحث عن طبيب اخر\nلعلاجها. حيث كنت متفاجأ جدا من اسلوب الدكتور مع العلم لم يصدر مني اي اساءه له ولا اتحدث له باي شي . وابلغته يا دكتور هل صدر مني اي اساءه او سوء فهم ليخرج منك هذا الاسلوب . فقال اذهب الى طبيب اخر يعالج الطفله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 191, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-20T21:00:00Z", "due_at": "2023-03-21T13:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-20T21:00:00Z", "explanation_received_at": "2023-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30077609, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2023-03-21 00:00:00", "closed": null, "received": "2023-03-19 16:54:00", "resolved": "2023-03-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.453507", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1036", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية (أطفال)", "main": "الطبي" }, "original_complaint_num": 1036 } } }, { "model": "complaints.complaint", "pk": "257a47cd-09fd-4f7a-b0dc-627ff36e7441", "fields": { "created_at": "2023-01-02T12:20:00Z", "updated_at": "2026-04-13T18:56:54.440Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULHAKIM HAMOUD MOHAMMED ALLAHIM", "expected_result": "", "reference_number": "CMP-2023-01-0746", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "762d072a-3f9f-459b-8159-7ea35c7aa804", "staff": "5946d09a-1101-4f30-9cf0-290cb421ed6b", "title": "On December 29, 2022, I went to the emergency department. My son was experiencing the onset of an asthma attack, but we were not seen by the on-duty manager. I was treated inappropriately, and the manager instructed the receptionist not to see my son. This was due to an argument we had after I was told to wait for an hour.", "description": "On December 29, 2022, I went to the emergency department. My son was experiencing the onset of an asthma attack, but we were not seen by the on-duty manager. I was treated inappropriately, and the manager instructed the receptionist not to see my son. This was due to an argument we had after I was told to wait for an hour.\n\n[Arabic]:\nبتاريخ 29 ديسمبر 2022 تم حضوري الى قسم الطوارئ ،ا ابني يعاني من بداية ازمة ربو ولم يتم استقبالنا من قبل المدير\nالمناوب حيث تم التعامل مي بطريقه غير لائقه وتم ابلاغ موظف الاستقبال من قبل المدير المناوب بعدم استقبال ابني\nوذلك بسبب مشادتنا بالحديث بعد اخباري بالانتظار لمدة ساعه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-01T21:00:00Z", "due_at": "2023-01-04T12:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-01T21:00:00Z", "explanation_received_at": "2023-01-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 506666964, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-01-02 00:00:00", "closed": null, "received": "2023-01-02 15:20:00", "resolved": "2023-01-03 00:00:00", "escalated": null, "first_reminder": "2023-01-03 00:00:00" }, "imported_at": "2026-04-13T21:56:54.434090", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0746", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 746 } } }, { "model": "complaints.complaint", "pk": "25837bef-3826-49be-99c6-11732ddbc0c2", "fields": { "created_at": "2025-01-01T14:34:00Z", "updated_at": "2026-04-13T19:01:10.825Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3444", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to respond by canceling the approval request (medical treatment). Two sessions have been conducted out of a total of 8 sessions, and I do not wish to continue the treatment at the same hospital.", "description": "Failure to respond by canceling the approval request (medical treatment). Two sessions have been conducted out of a total of 8 sessions, and I do not wish to continue the treatment at the same hospital.\n\n[Arabic]:\nعدم التجاوب بالغاء طلب الموافقھ ( علاج طبي ( وتم اجراء جلستن من اصل 8 جلسات ولاارغب باستكمال العلاج الطبي بنفس المسشفى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-03T14:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-01T14:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3444, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "2605fe45-3e34-4123-a28d-3f32910ed247", "fields": { "created_at": "2024-01-08T09:26:00Z", "updated_at": "2026-04-13T18:59:06.335Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ABDULLAH ALSHAMRANI", "expected_result": "", "reference_number": "CMP-2024-01-2055", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Peace, mercy, and blessings of God be upon you. I am submitting a complaint regarding an appointment for my son, Zamil Al-Zamil, ID number 1187623556, dated 12/08/1439 AH (corresponding to 2018/08/2019). The incident in question occurred on Sunday evening, 07/01/2024 (corresponding to 2024/01/07), in the pediatric department of Al-Hammadi Hospital in Al-Nuzha, against Dr. Abdullah Al-Shamrani. The reasons for this complaint are as follows: My son Zamil's appointment with the aforementioned docto", "description": "Peace, mercy, and blessings of God be upon you. I am submitting a complaint regarding an appointment for my son, Zamil Al-Zamil, ID number 1187623556, dated 12/08/1439 AH (corresponding to 2018/08/2019). The incident in question occurred on Sunday evening, 07/01/2024 (corresponding to 2024/01/07), in the pediatric department of Al-Hammadi Hospital in Al-Nuzha, against Dr. Abdullah Al-Shamrani. The reasons for this complaint are as follows: My son Zamil's appointment with the aforementioned doctor was at 7:40 PM, and we arrived precisely on time, as evidenced by the attached invoice.However, it cost me a twenty-minute wait for the doctor, and then I was surprised when he refused to see my son, despite our waiting, claiming a five-minute delay in the billing process, even though that was the time the reception staff took to enter the data. When I tried to persuade the doctor to examine my son, explaining his critical condition as a mother, he refused.My son was unable to breathe normally, and I had traveled for a full hour to reach him. Instead of attending to my son's condition and providing him with his due care, he shouted at me and expelled me from the clinic! He ordered the staff to remove me from the hospital and return the consultation fee I had paid! In addition to all the previous insults, the doctor publicly and without justification insulted and defamed me with the most vile language, shouting at the top of his lungs in front of all the patients and staff.He said, verbatim: \"I don't know how you got married. God help your husband with you.\" This constitutes a crime punishable by law, as it involves defamation through verbal abuse and insults, publicly violating the dignity of patients. This entails both private and public rights under applicable regulations. All patients and staff present in the pediatric department reception on Sunday evening, January 7, 2024, witnessed this incident. Furthermore, the assistant to the hospital director approached me, identified herself, and requested an explanation of the incident. I explained what happened in detail, and she provided me with a contact number: 053 025 8675. Unfortunately, no apology has been offered.Nor did any substitute doctor attend directly, as if nothing had happened, even after the incident was reported. I waited for the substitute doctor, Dr. Ikram, for more than an additional hour, bringing the total time for receiving medical care to two hours! Therefore, based on the aforementioned insults, slander, defamation, and abuse directed at me and my son by Dr. Abdullah Al-Shamrani, belittling me, violating my dignity, disregarding my son's health condition, and terrorizing the children with his loud voice, I demand my right to redress and compensation for the harm inflicted upon me and my son as a result of this doctor's behavior and his failure to adhere to regulations.The regulations governing healthcare practice, and the doctor's failure to adhere to professional ethics, the principles of Islam, and public decency, have repercussions not only for the doctor and the patient but also for the reputation of the healthcare facility and the trust placed in it by patients and administrators. The actions of the aforementioned doctor constitute a clear violation of the Healthcare Professions Practice Law issued by Royal Decree No. (M59/) dated (1426/11/4) and its implementing regulations, specifically Article Five of the Law and Paragraph (5-1) of the implementing regulations, which stipulate the following:(The healthcare practitioner must respect the rights of patients and their families in accordance with Sharia principles, approved medical standards, and all instructions issued by the Ministry and relevant authorities in this regard). Furthermore, the system has clarified the criminal liability resulting from violations of the system and its implementing regulations in paragraph (6) of Article (28) of the aforementioned system, which pertains to the criminal liability of the healthcare practitioner and includes the following: (Without prejudice to any more severe penalty stipulated in other regulations, the penalty shall be imprisonment for a period not exceeding six months and a fine not exceeding one hundred thousand riyals, or one of these two penalties).Each of the following: -6. Refused to treat a patient without a valid reason.\n\nFurthermore, the regulations have clarified disciplinary responsibility in Article (31), which stipulates the following: (Without prejudice to the provisions of criminal or civil liability, if he breaches any of the duties stipulated in these regulations, violates the principles of his profession, or his conduct constitutes a departure from the requirements and ethics of his profession). I also note that in the event that the necessary legal procedures are not taken against Dr. Abdullah Al-Shamrani, and my private rights are not restored and I am not compensated for the harm I have suffered, an official report will be submitted to the competent authorities to proceed with the legal action officially I am currently demanding my rights and redress through a public apology from the doctor, who publicly insulted me. In addition, I am seeking financial compensation for the harm inflicted upon me and my son as a result of this doctor's actions and his failure to adhere to the regulations governing the practice of healthcare professions. Furthermore, I am requesting compensation from the hospital for the time wasted due to the hospital administration's inaction after becoming aware of the problem, which resulted in me losing two consecutive hours to receive the required service.\n\n[Arabic]:\n السلام عليكم ورحمة االله اتقدم بشكوى بخصوص موعد باسم ابني زامل الزامل هوية رقم 1187623556 تاريخ\n١٤٣٩/٠٨/١٢ حيث أن الواقعة المشتكى بشأنها حدثت في يوم الأحد مساءاً بتاريخ (٢٠٢٤/٠١/٠٧) في قسم الأطفال\nبمستشفى الحمادي النزهة ضد الطبيب عبداالله الشمراني. وذلك للاسباب الاتية: -موعد ابني زامل مع الطبيب\nالمشار اليه أعلاه في الساعة ٧:٤٠ وقد حظرنا في الموعد تماماً وذلك بموجب الفاتورة المرفقة ومع ذلك فقد\nكلفني الأمر انتظار الطبيب لمدة عشرين دقيقة ومن ثم فوجئت برفض الطبيب استقبال ابني رغم انتظارنا له بحجة\nالتأخير خمس دقائق في صدور الفاتورة علماً انه الوقت المستغرق من موظفي الاستقبال في إدخال البيانات. -عند\nمحاولتي لاقناع الطبيب انسانياً لفحص ابني وشرحي له كأم عن حالة ابني الحرجه وعدم قدرة ابني على التنفس\nبشكل طبيعي واني قد قطعت طريق ساعه كاملة للوصول إليه وبدل من أن يباشر حالة ابني واعطاءه حقه النظامي،\nقام بطردي من العياده بأعلى صوت! وطلب من الموظفين بإبعادي عن المستشفى! وارجاع قيمة الكشفية\nالمدفوعة! -بالاضافة الى كل الاهانات السابقه قد شتمني الدكتور وشهر بي بشكل علني وبدون مبرر بأبشع العبارات\nبأعلى صوت وأمام جميع المراجعين والموظفين وقال بنص العباره :(ما ادري كيف متزوجه االله يعين زوجك\nعليك) الأمر الذي يعتبر جريمة يعاقب عليها النظام لتوافر ركن التشهير بواقعة السب والشتم والمساس بكرامة\nالمراجعين بشكل علني والذي يترتب عليه حق خاص وحق عام بموجب الانظمة المرعية. -شهد على هذا الحدث\nجميع المراجعين والموظفين الموجودين في استقبال قسم الاطفال يوم الأحد مساءاً بتاريخ (٢٠٢٤/٠١/٠٧)\nبالاضافة الى ان مساعدة مكتب مدير المستشفى قد تقدمت إلي وعرفت بنفسها وطلبت شرح الواقعه وشرحت لها\nماحدث بالتفصيل وزودتني برقم تواصل ٨٦٧٥ ٠٢٥ ٠٥٣ ولكن للاسف لم يتم تقديم أي اعتذار ولا اي طبيب بديل\nبشكل مباشر بل وكأن شيء لم يكن وذلك مع وصول العلم بالواقعه، فقد انتظرت للطبيب البديل الطبيبه (إكرام)\nلأكثر من ساعه إضافية ليكون مجموع الوقت للانتهاء من تلقي الرعاية الصحية يصل الى ساعتين !!! وعليه وبناءً\nعلى ماسبق من سب وشتم وتشهير وإهانه صادرة من الدكتور عبداالله الشمراني تجاهي وتجاه إبني والتقليل من\nشأني ومس كرامتي والاستهتار بحالة ابني الصحية وإرهاب الاطفال بالصوت العالي أطالب بحقي الخاص برد إعتبار\nوتعويض عن الأذى الذي لحقني ولحق ابني جراء تصرف هذا الطبيب وعدم إلتزامه بالانظمة واللوائح المنظمة\nللعمل الصحي بل وعدم إلتزامه بأخلاقيات المهنه ومبادئ الدين الاسلامي الحنيف والذوق العام والتي لايقتصر\nأثرها على الطبيب والمراجع وحسب بل على سمعة المنشأة الصحية وثقة المراجعين والمسؤولين بها. حيث أن\nماقام به الطبيب المذكور أعلاه مخالفة صريحة لنظام مزاولة المهن الصحية الصادر بالمرسوم الملكي رقم\n(م٥٩/) وتاريخ (١٤٢٦/١١/٤) ولائحته التنفيذية وبالتحديد في المادة الخامسة من النظام ومن الفقرة (٥-١) من\nاللائحة التنفيذية حيث تضمنت الاتي: (على الممارس الصحي إحترام حقوق المرضى وذويهم وفقاً للمبادئ\nالشرعية والمعايير الطبية المعتمده وجميع مايرد من تعليمات من الوزارة والجهات المختصه حيال ذلك). وحيث ان\nالنظام قد أوضح المسؤولية الجزائية المترتبة على مخالفة النظام ولائحته التنفيذية بالفقرة (٦) من المادة (٢٨) من\nالنظام المشار إليه أعلاه والمتعلقة بالمسؤولية الجزائية التي تقع على الممارس الصحي والتي تضمنت الآتي: (مع\nعدم الإخلال بأي عقوبة أشد منصوص عليها في أنظمة أخرى يعاقب بالسجن مدة لاتتجاوز ستة أشهر وبغرامة\nلاتزيد عن مائة ألف ريال أو بإحدى هاتين العقوبتين كل من : -٦ إمتنع عن علاج مريض دون سبب مقبول.\nبالاضافة الى ان النظام قد أوضح المسؤولية التأديبية في المادة (٣١) حيث نصت على الاتي: (مع عدم الاخلال\nبأحكام المسؤولية الجزائية أو المدنية إذا أخل بأحد واجباته المنصوص عليها في هذا النظام أو خالف أصول\nمهنته أو كان في تصرفه مايعد خروجاً على مقتضيات مهنته وآدابها). كما اني أنوه انه في حال عدم اتخاذ الاجراءات\nالنظامية اللازمة في مواجهة الطبيب عبداالله الشمراني ورد حقي الخاص وتعويضي عن الأذى الذي لحقني سيتم\nتقديم بلاغ رسمي للسلطات المختصة للسير في اجراءات الدعوى بشكل رسمي.\nحيث أطالب حاليا بحقي وبرد إعتبار عن طريق إعتذار الطبيب لي بشكل علني كما أهانني بشكل علني. بالاضافة الى طلب تعويض\nمالي عن الأذى الذي لحقني ولحق ابني جراء تصرف هذا الطبيب وعدم إلتزامه بالانظمة واللوائح المنظمة لمزاولة\nالمهن الصحية بالاضافة الى طلب تعويض المستشفى لي عن تضييع وقتي المتسبب به ادارة المستشفى عن طريق\nاتباعهم لموقف سلبي بعدم معالجة المشكلة بعد علمهم بحدوثها مماترتب عليه تضييع وقتي لساعتين متتاليات\nللانتهاء من تلقي الخدمه المطلوبه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-07T21:00:00Z", "due_at": "2024-01-10T09:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-07T21:00:00Z", "explanation_received_at": "2024-01-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118804, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".3.Skills and \nConduct", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-01-08 00:00:00", "closed": null, "received": "2024-01-08 12:26:00", "resolved": "2024-01-11 00:00:00", "escalated": null, "first_reminder": "2024-01-11 00:00:00" }, "imported_at": "2026-04-13T21:59:06.325785", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2055", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 2055 } } }, { "model": "complaints.complaint", "pk": "262ad386-768f-45c3-ac71-886103c47389", "fields": { "created_at": "2025-05-20T11:29:00Z", "updated_at": "2026-04-13T19:02:00.050Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر", "expected_result": "", "reference_number": "CMP-2025-05-4197", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have thyroid cancer and have regular checkups approximately every three months. I always have them done on Sundays.\nTo make it to the clinic of endocrinologist Dr. Anwar Jamah, my tumor lab results usually take approximately 36-40 hours. This is due to a problem with the app's report updates that has been ongoing for more than six months. This problem has not been resolved yet. I contacted the reporting department yesterday to receive an update on the results, but unfortunately, the results ha", "description": "I have thyroid cancer and have regular checkups approximately every three months. I always have them done on Sundays.\nTo make it to the clinic of endocrinologist Dr. Anwar Jamah, my tumor lab results usually take approximately 36-40 hours. This is due to a problem with the app's report updates that has been ongoing for more than six months. This problem has not been resolved yet. I contacted the reporting department yesterday to receive an update on the results, but unfortunately, the results have not been released.\nWhen I contacted the lab, they informed me that the test results would be released on Wednesday, i.e., after 72 hours. Due to the usual delays in the lab department recently, I have not been able to see the doctor this week and have to wait until next Monday for my next appointment with Dr. Anwar Jamah. Unfortunately, hospital services have deteriorated with the increase in the number of patients. These include severe delays in lab results, radiology reports, and long waits at the pharmacy.\n\n[Arabic]:\nمريض بالسرطان الغدة الدرقية وهذه فحصوصات دورية تقريبا كل 3 شهور، دائما اقوم بالفحوصات يوم الاحد\n للحاق بعيادة دكتور الغدد الصماء الدكتور انور جماح،، كاانت نتائج فحوصات (معامل الورم) تأخذ بالعادة مايقارب 36 - 40 ساعة، بسبب وجود مشكلة بتحديثات التقاريرعلى التطبيق منذ اكثر من ستة اشهر ولغاية الان لم\nيتم حل هذه المشكلة تم التواصل منذ الامس مع قسم التقرير للأفادة بتحديث النتائج، ولكن للأسف لم تصدر النتائج،\nوعند التواصل مع المختبر افادوا بأن نتيجة التحليل سوف تصدر يوم الاربعاء اي بعد 72 ساعة و بسبب هذا التأخير المعتاد بالفترة الاخيره من قسم المختبرلم يتسنى لي مراجعة الدكتور لهذا الاسبوع وعلي الانتظار الى يوم الاثنين القادم لحين الموعد القادم لعيادة الدكتور انور جماح .. للأسف خدمات المستشفى باتت سيئة مع زيادة اعداد\nالمراجععين، من حيث التأخر الشديد في نتائج التحاليل، وتقرير الاشعة، وفترة الانتظار الطويلة على الصيدلية، ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-22T11:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-20T11:29:00Z", "explanation_received_at": "2025-05-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4197, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "2631f90b-87f7-4519-9612-3049790552b9", "fields": { "created_at": "2025-02-24T11:20:00Z", "updated_at": "2026-04-13T19:01:25.863Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فرحان عبدالعزيز", "expected_result": "", "reference_number": "CMP-2025-02-3793", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "patient was on waiting ", "description": "patient was on waiting \n\n[Arabic]:\nالمريض لديه موعد انتظار ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-26T11:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-24T11:20:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3793, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "263f3da9-f94a-40aa-86ea-dccc80613032", "fields": { "created_at": "2024-03-04T14:31:00Z", "updated_at": "2026-04-13T18:59:25.533Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2252", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccines not appear on SEHTI", "description": "vaccines not appear on SEHTI\n\n[Arabic]:\nلا تظهر اللقاحات في صحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-03T21:00:00Z", "due_at": "2024-03-06T14:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-03T21:00:00Z", "explanation_received_at": "2024-03-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-03T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30317749, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-03-04 00:00:00", "closed": null, "received": "2024-03-04 17:31:00", "resolved": "2024-03-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:25.530298", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2252", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2252 } } }, { "model": "complaints.complaint", "pk": "2662bb93-718d-4422-aedd-2cd56dbeb14a", "fields": { "created_at": "2024-01-23T11:42:00Z", "updated_at": "2026-04-13T18:59:08.457Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2107", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not appear on the system", "description": "vaccination not appear on the system\n\n[Arabic]:\nلم يظهر التطعيم في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-22T21:00:00Z", "due_at": "2024-01-25T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-22T21:00:00Z", "explanation_received_at": "2024-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-22T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301934, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-01-23 00:00:00", "closed": null, "received": "2024-01-23 14:42:00", "resolved": "2024-01-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.450329", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2107", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2107 } } }, { "model": "complaints.complaint", "pk": "267c0275-3771-4ec6-ba20-8336f9b04bd9", "fields": { "created_at": "2022-10-19T12:10:00Z", "updated_at": "2026-04-13T18:56:20.177Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0417", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of BCG vaccination for children", "description": "Lack of BCG vaccination for children\n\n[Arabic]:\nعدم توفر تطعيمة الدرن للاطفال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-18T21:00:00Z", "due_at": "2022-10-21T12:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-18T21:00:00Z", "explanation_received_at": "2022-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1086180948, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2022-10-19 00:00:00", "closed": null, "received": "2022-10-19 15:10:00", "resolved": "2022-10-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.170419", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0417", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 417 } } }, { "model": "complaints.complaint", "pk": "2680b408-c510-46ea-80ee-ab960a221e38", "fields": { "created_at": "2023-09-11T09:13:00Z", "updated_at": "2026-04-13T18:58:19.317Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Sarah Hamed", "expected_result": "", "reference_number": "CMP-2023-09-1595", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " My mother had an appointment and was admitted to the room. She is elderly and cannot move without assistance. She did not receive any help from the nurse in the radiology department to get on and off the bed because there was no nurse present during the procedure as required until it was completed. She faced difficulty doing this on her own, and I demand an explanation of what happened.", "description": " My mother had an appointment and was admitted to the room. She is elderly and cannot move without assistance. She did not receive any help from the nurse in the radiology department to get on and off the bed because there was no nurse present during the procedure as required until it was completed. She faced difficulty doing this on her own, and I demand an explanation of what happened.\n\n[Arabic]:\n لدى والدتي موعد وتم دخولها للغرفه وهي كبيره بالسن ولا يمكنها التحرك الا بمساعده ولم تتلقى اي مساعدة من الممرضة في قسم الاشعة لصعود السرير والنزول منه لانه لم يكن هناك ممرضه اثناء الاجراء كما يتوجب لحين انتهاءه حيث واجهت الصعوبه بعمل ذلك بمفردها واطالب بالتوضيح فيما حصل . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-13T09:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": "2023-09-02T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-06-12T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30120834, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.1.Inadequate emotional support" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": "2024-06-13 00:00:00", "received": "2023-09-11 12:13:00", "resolved": " ", "escalated": " ", "first_reminder": " 2023/10/03" }, "imported_at": "2026-04-13T21:58:19.308650", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1595", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 1595 } } }, { "model": "complaints.complaint", "pk": "26830d9b-4ec5-428e-836e-142a02c7c6e1", "fields": { "created_at": "2025-10-09T17:42:00Z", "updated_at": "2026-04-13T19:03:00.640Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MESHAL THEYAB BIN HASSAN ALQAHTANI", "expected_result": "", "reference_number": "CMP-2025-10-5057", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's mother reports that the blood sample was drawn in an improper manner.\"", "description": "\"The child's mother reports that the blood sample was drawn in an improper manner.\"\n\n[Arabic]:\nتفيد والدة الطفل بانه تم سحب عينة الدم بطريقه غير جيده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-11T17:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-09T17:42:00Z", "explanation_received_at": "2025-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5057, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "26c11750-fc15-4f94-917e-513a89bafa32", "fields": { "created_at": "2023-09-19T18:51:00Z", "updated_at": "2026-04-13T18:58:20.509Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1637", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " A request for approval was submitted from the hospital to the insurance company and was approved under number 61949101. The hospital then requested a transfer to obtain the device from an external pharmacy, but refused to process the transfer request, citing a technical issue.", "description": " A request for approval was submitted from the hospital to the insurance company and was approved under number 61949101. The hospital then requested a transfer to obtain the device from an external pharmacy, but refused to process the transfer request, citing a technical issue.\n\n[Arabic]:\nتم رفع طلب موافقة من المستشفى الي التامين وتمت الموافقة برقم 61949101 وطلبت التحويل لصرف الجهاز من صيدلية خارجية ورفض المستشفى رفع الطلب لتحويل بحجة مشكلة تقنية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-19T21:00:00Z", "due_at": "2023-09-21T18:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-19T21:00:00Z", "explanation_received_at": "2023-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1457274, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2023-09-20 00:00:00", "closed": " ", "received": "2023-09-19 21:51:00", "resolved": "2023-09-20 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.505485", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1637", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1637 } } }, { "model": "complaints.complaint", "pk": "26cd4794-2034-4b97-a9e5-66a27f506137", "fields": { "created_at": "2025-08-11T14:49:00Z", "updated_at": "2026-04-13T19:02:35.032Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر", "expected_result": "", "reference_number": "CMP-2025-08-4600", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informs that an NPIT test was conducted, and she was asked to repeat the sample. However, it is no longer needed due to the loss of the fetus.", "description": "The patient informs that an NPIT test was conducted, and she was asked to repeat the sample. However, it is no longer needed due to the loss of the fetus.\n\n[Arabic]:\nتفيد المراجعه بأنه تم عمل تحليل NPIT وقد طلب منها اعادة العينه لكن الان ليست بحاجتها بسبب فقدان الجنين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-13T14:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-11T14:49:00Z", "explanation_received_at": "2025-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4600, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "26ce9794-826c-4cf2-80b4-ffc3b16d7209", "fields": { "created_at": "2025-01-13T12:45:00Z", "updated_at": "2026-04-13T19:01:12.152Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.خالد جامع ", "expected_result": "", "reference_number": "CMP-2025-01-3514", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "do not upload the prescription on Raqeeb", "description": "do not upload the prescription on Raqeeb\n\n[Arabic]:\nعدم رفع الوصفھ عبر رقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 26, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T12:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T12:45:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3514, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "26db2e3b-79da-45af-94e4-a64e2b176154", "fields": { "created_at": "2025-04-19T10:15:00Z", "updated_at": "2026-04-13T19:01:47.771Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور عابد اللهيبي", "expected_result": "", "reference_number": "CMP-2025-04-4037", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's sick leave has not been uploaded to the Sehati platform.\"", "description": "\"The patient's sick leave has not been uploaded to the Sehati platform.\"\n\n[Arabic]:\nلم يتم رفع اجازة المريضه في منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-21T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-19T10:15:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4037, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "2709fa04-2b9a-4330-9546-c0c4f1f16242", "fields": { "created_at": "2023-12-14T16:28:00Z", "updated_at": "2026-04-13T18:58:54.340Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1946", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient complains about ICU`nurses who don’t care about the patient situation and hart her when putting injection in a bad way.", "description": "Patient complains about ICU`nurses who don’t care about the patient situation and hart her when putting injection in a bad way.\n\n[Arabic]:\nالمريضة تشكو من ممرضات وحدة العناية المركزة اللواتي لا يكترثن لحالتها ويؤذينها عند إعطائها الحقنة بطريقة خاطئة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-15T21:00:00Z", "due_at": "2023-12-16T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-16T21:00:00Z", "second_reminder_sent_at": "2023-12-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-15T21:00:00Z", "explanation_received_at": "2023-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224905, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-16 00:00:00", "closed": null, "received": "2023-12-14 19:28:00", "resolved": "2023-12-19 00:00:00", "escalated": null, "first_reminder": "2023-12-17 00:00:00" }, "imported_at": "2026-04-13T21:58:54.337043", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1946", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 1946 } } }, { "model": "complaints.complaint", "pk": "2729a82b-aa40-4da7-b84a-3a77bd1017b9", "fields": { "created_at": "2023-04-26T08:22:00Z", "updated_at": "2026-04-13T18:57:30.390Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SAMI ESAM SAEED MOHAMMED", "expected_result": "", "reference_number": "CMP-2023-04-1185", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On April 26, 2023, I attended the emergency department suffering from severe pain in my throat. I waited for 40 minutes until Dr. Sami came and examined me. According to the doctor, I had a virus. I informed him that I had taken a fever reducer and I was feeling very unwell, but he refused to provide me with a medical excuse for work. He made a strange comment in front of the on-duty manager, saying, \"You don't need an excuse; your temperature is normal, and I have back pain, but I’m still worki", "description": "On April 26, 2023, I attended the emergency department suffering from severe pain in my throat. I waited for 40 minutes until Dr. Sami came and examined me. According to the doctor, I had a virus. I informed him that I had taken a fever reducer and I was feeling very unwell, but he refused to provide me with a medical excuse for work. He made a strange comment in front of the on-duty manager, saying, \"You don't need an excuse; your temperature is normal, and I have back pain, but I’m still working.\"\n\n[Arabic]:\nبتاريخ 26 ابريل 2023م تم الحضور الى قسم الطوارئ اعاني من الم كبير في الحلق ص وتم انتظاري لمدة 40 دقيقه حتى جاء الطبيب وتم الفحص علي من قبل الطبيب سامي وتبين لدي فيروس حسب كلام الطبيب واخبرت الطبيب باني اخذت خافض حراره وكنت تعبان جدا ورفض يعطيني عذر طبي للعمل وذكر بشكل غريب امام المدير المناوب القرني(ماتحتاج عذر درجة حرارتك طبيعية وانا عندي الم بظهري وشوفني مداوم) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-28T21:00:00Z", "due_at": "2023-04-28T08:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-04-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30166404, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-04-29 00:00:00", "closed": "2023-04-30 00:00:00", "received": "2023-04-26 11:22:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:30.381035", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1185", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1185 } } }, { "model": "complaints.complaint", "pk": "27437b4d-2e71-457e-9ffe-b64de97c61d0", "fields": { "created_at": "2025-10-21T08:32:00Z", "updated_at": "2026-04-13T19:03:02.771Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMED ABDULLAH A BAMOUSA\t", "expected_result": "", "reference_number": "CMP-2025-10-5118", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to express my dissatisfaction with my experience at the clinic. I had an appointment with the doctor at 8 PM, and upon my arrival, I waited for over half an hour without being called. It turned out that the doctor left without informing anyone, which caused me frustration. I request that measures be taken to ensure such incidents do not happen again.", "description": "I would like to express my dissatisfaction with my experience at the clinic. I had an appointment with the doctor at 8 PM, and upon my arrival, I waited for over half an hour without being called. It turned out that the doctor left without informing anyone, which caused me frustration. I request that measures be taken to ensure such incidents do not happen again.\n\n[Arabic]:\nأعرب عن استيائي من تجربتي في العيادة. كان لدي موعد مع الدكتور في الساعة 8 مساءً، وعند وصولي انتظرت أكثر من نصف ساعة دون استدعائي. تبين أن الدكتور غادر دون إبلاغ أي شخص، مما تسبب لي بالإحباط. أطلب اتخاذ إجراءات لضمان عدم تكرار مثل هذه الحوادث", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-23T08:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-21T08:32:00Z", "explanation_received_at": "2025-10-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5118, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "2749a5ce-dea3-439e-af6a-cb6bc858e404", "fields": { "created_at": "2024-04-06T08:39:00Z", "updated_at": "2026-04-13T18:59:36.684Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ESRA MOHAMED ELHASSAN", "expected_result": "", "reference_number": "CMP-2024-04-2352", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4aceb8cc-3de0-4617-8266-82aaeafefbb5", "title": "My sister is in labor and her water broke. When the doctor examined her, she said she couldn't perform the examination without information. When I told the doctor that the water had broken, she asked, \"Who told you we don't examine? Tell me who said that. Hurry up and sit on the bed; I have a miscarriage case ahead of you.\"\n\nWhen my sister sat on the bed, the doctor did not come to examine her but asked her to undress, even though the bed was dirty and someone else had been sitting on it. I, the", "description": "My sister is in labor and her water broke. When the doctor examined her, she said she couldn't perform the examination without information. When I told the doctor that the water had broken, she asked, \"Who told you we don't examine? Tell me who said that. Hurry up and sit on the bed; I have a miscarriage case ahead of you.\"\n\nWhen my sister sat on the bed, the doctor did not come to examine her but asked her to undress, even though the bed was dirty and someone else had been sitting on it. I, the patient's sister, cleaned the bed. Then, when my sister felt the contractions, the doctor said, \"Wait a bit; I can't examine you until the pain goes away.\" After that, she pushed her and examined her, causing her additional pain.\n\n[Arabic]:\nاختى جايه ولاده ونازله عليها مويه البيبي وتعبانه والدكتوره بتفحصها قالت اختي المويه نازله قالت الدكتوره فيه\nاحد قالك مانفحص والمويه نازله قولي لي من قالك مانفحص يلا بسرعه اجلسي على السرير عندي حاله غيرك\nاجهاض ويوم جلست اختي على السرير ما جت عندها وتقولي فصخيها والسرير اللي موجود وصخ وفيه وحده قبل\nجالسه ولا نظفته انا اخت المريضه اللي نظفته وجت اختي الالام الطلق وقالت لها انتظري شوي ماقدر تفحصيني\nلين تروح الالام دفتها وفحصتها وتسببت بالالم لها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-30T21:00:00Z", "due_at": "2024-04-08T08:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-01T21:00:00Z", "second_reminder_sent_at": "2024-05-01T21:00:00Z", "escalated_at": "2024-05-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-30T21:00:00Z", "explanation_received_at": "2024-06-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30315926, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-05-01 00:00:00", "closed": null, "received": "2024-04-06 11:39:00", "resolved": "2024-06-06 00:00:00", "escalated": "2024-05-06 00:00:00", "first_reminder": "2024-05-02 00:00:00" }, "imported_at": "2026-04-13T21:59:36.681308", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2352", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2352 } } }, { "model": "complaints.complaint", "pk": "274fccff-4b14-49b2-add3-0f415f6bd9b5", "fields": { "created_at": "2023-01-18T16:40:00Z", "updated_at": "2026-04-13T18:56:55.431Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0781", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 17JAN2022 when I asked the nurse about my appointment because I was wetting more than one . hour she said wait and close the door without told me anything", "description": "on 17JAN2022 when I asked the nurse about my appointment because I was wetting more than one . hour she said wait and close the door without told me anything\n\n[Arabic]:\nفي ١٧ يناير ٢٠٢٢، عندما سألت الممرضة عن موعدي لأنني كنت انتظر لأكثر من ساعة، قالت لي انتظري وأغلقي الباب دون أن تخبرني بأي شيء.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-17T21:00:00Z", "due_at": "2023-01-20T16:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-17T21:00:00Z", "explanation_received_at": "2023-01-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-21T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247161, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-18 00:00:00", "closed": null, "received": "2023-01-18 19:40:00", "resolved": "2023-01-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.427319", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0781", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 781 } } }, { "model": "complaints.complaint", "pk": "278a34f9-a3f4-491d-bbeb-fc53653f4f16", "fields": { "created_at": "2025-01-13T14:39:00Z", "updated_at": "2026-04-13T19:01:12.405Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3518", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medication was prescribed with a sticker showing the name of a different medication.\n\n\n\n", "description": "A medication was prescribed with a sticker showing the name of a different medication.\n\n\n\n\n\n[Arabic]:\nتم صرف دواء من قبل الطبيب النفسي مع ستيكر باسم الدواء اخر .\n\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T14:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T14:39:00Z", "explanation_received_at": "2025-01-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3518, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "279c4721-22bc-4adf-9d14-1a8881352063", "fields": { "created_at": "2025-12-17T16:08:00Z", "updated_at": "2026-04-13T19:03:24.918Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5490-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child’s father states that during follow-up visits and ultrasound examinations conducted by the Radiology Department, no fetal abnormalities were detected throughout the pregnancy.", "description": "The child’s father states that during follow-up visits and ultrasound examinations conducted by the Radiology Department, no fetal abnormalities were detected throughout the pregnancy.\n\n[Arabic]:\nيفيد والد الطفله بانه اثناء المتابعه وعمل السونار لدى قسم الاشعه لم يتم اكتشاف اي تشوه في الجنين اثناء فترة الحمل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-19T16:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-17T16:08:00Z", "explanation_received_at": "2025-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5490, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "27a9f0af-edf0-44a7-87ea-bcc07e9d13e7", "fields": { "created_at": "2022-11-07T16:42:00Z", "updated_at": "2026-04-13T18:56:31.048Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0506", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 6, 2022, I was asked to wear a mask by a security officer, and I complied, knowing that they do not wear masks during official working hours. When I informed the security supervisor about this, he treated me inappropriately.", "description": "On November 6, 2022, I was asked to wear a mask by a security officer, and I complied, knowing that they do not wear masks during official working hours. When I informed the security supervisor about this, he treated me inappropriately.\n\n[Arabic]:\nبتاريخ 6 نوفمبر 2022م طلب مني بارتداء الكمام من قبل موظف الامن وتم تلبية ذلك مع العلم عدم ارتدائهم الكمام أثناء الدوام الرسمي وعند ابلاغي لمشرف الامن بذلك تم التعامل معي من قبله بطريقة غيرلائقة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-05T21:00:00Z", "due_at": "2022-11-09T16:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-06T21:00:00Z", "second_reminder_sent_at": "2022-11-07T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-05T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30190587, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-06 00:00:00", "closed": null, "received": "2022-11-07 19:42:00", "resolved": "2022-11-10 00:00:00", "escalated": null, "first_reminder": "2022-11-07 00:00:00" }, "imported_at": "2026-04-13T21:56:31.044992", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0506", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 506 } } }, { "model": "complaints.complaint", "pk": "27f80e1b-3dfb-4384-9f75-51dbfcddaed0", "fields": { "created_at": "2024-12-19T18:06:00Z", "updated_at": "2026-04-13T19:01:01.626Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3386", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient arrived at the emergency room with the Red Crescent, having previously suffered a severe epileptic seizure, after which he was transferred to Al-Hammadi Hospital. Upon his arrival, it was requested that the costs be borne by the Ministry of Health. The problem is that the report states that his condition is stable, whereas it was not so when he was transferred. He paid for the treatment costs because the Ministry of Health refused to cover them due to the report.", "description": "The patient arrived at the emergency room with the Red Crescent, having previously suffered a severe epileptic seizure, after which he was transferred to Al-Hammadi Hospital. Upon his arrival, it was requested that the costs be borne by the Ministry of Health. The problem is that the report states that his condition is stable, whereas it was not so when he was transferred. He paid for the treatment costs because the Ministry of Health refused to cover them due to the report.\n\n[Arabic]:\nوصل المريض الى الطواريء مع الهلال الأحمر حيث عانى قبلها من حالة صرع شديدة نقل على اثرها لمستشفى الحمادي وحين وصوله تم طلب ان تكون التكاليف على وزارة الصحة والمشكله ان التقرير يفيد بأن حالته مستقرة بينما لم تكن كذلك حين نقله وقام بدفع تكاليف العلاج بسبب رفض تغطية وزارة الصحة بسبب التقرير. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-18T21:00:00Z", "due_at": "2024-12-21T18:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-18T21:00:00Z", "explanation_received_at": "2024-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-12-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30360261, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and Billing", "classification": "Reimbursements issues" }, "timeline": { "sent": "2024-12-19 00:00:00", "closed": null, "received": "2024-12-19 21:06:00", "resolved": "2024-12-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.617518", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3386", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 3386 } } }, { "model": "complaints.complaint", "pk": "2841a29e-e613-4b6e-92fe-1d71cd787025", "fields": { "created_at": "2023-02-05T11:07:00Z", "updated_at": "2026-04-13T18:57:05.645Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0868", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance deductible is 75 riyals. I only paid for the consultation, tests, and X-rays, and the hospital charged me 161 riyals.", "description": "The insurance deductible is 75 riyals. I only paid for the consultation, tests, and X-rays, and the hospital charged me 161 riyals.\n\n[Arabic]:\nنسبھ التحمل بالتامين 75 ريال تم دفع كشفيھ وتحاليل واشعھ فقط واخذ مني المستشفى 161 ريال", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-04T21:00:00Z", "due_at": "2023-02-07T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-04T21:00:00Z", "explanation_received_at": "2023-02-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1774163, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\n Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-02-05 00:00:00", "closed": null, "received": "2023-02-05 14:07:00", "resolved": "2023-02-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.637776", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0868", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 868 } } }, { "model": "complaints.complaint", "pk": "284d7088-866e-4aa6-87ae-2961c5fd2961", "fields": { "created_at": "2025-07-28T13:02:00Z", "updated_at": "2026-04-13T19:02:25.770Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "منسقة الاسنان (نجد) ", "expected_result": "", "reference_number": "CMP-2025-07-4539", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor behavior from the dental coordinator.\n", "description": "Poor behavior from the dental coordinator.\n\n\n[Arabic]:\nسوء تعامل منسقة الاسنان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-30T13:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-28T13:02:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4539, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2878c897-9afe-44f1-932d-12c9d9d86b2a", "fields": { "created_at": "2025-04-19T18:05:00Z", "updated_at": "2026-04-13T19:01:47.817Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.مروى حسن ", "expected_result": "", "reference_number": "CMP-2025-04-4041", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-21T18:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-19T18:05:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4041, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "2880437c-3a3c-4b71-82fc-f80b8ece9c01", "fields": { "created_at": "2023-06-03T11:22:00Z", "updated_at": "2026-04-13T18:57:48.708Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad Aldosary", "expected_result": "", "reference_number": "CMP-2023-06-1306", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "I attended my appointment at the clinic and requested a detailed report on the patient's condition. However, the doctor refused my request.", "description": "I attended my appointment at the clinic and requested a detailed report on the patient's condition. However, the doctor refused my request.\n\n[Arabic]:\nتم حضوري لموعدي في العيادة وطلبت من الدكتور تقرير مفصل بحالة المريض وتم الرفض من قبل الطبيب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-02T21:00:00Z", "due_at": "2023-06-05T11:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-02T21:00:00Z", "explanation_received_at": "2023-06-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 44156, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.3.Confidentiality", "classification": "6.3.2.Breach of patient privacy" }, "timeline": { "sent": "2023-06-03 00:00:00", "closed": null, "received": "2023-06-03 14:22:00", "resolved": "2023-06-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:48.698919", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1306", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1306 } } }, { "model": "complaints.complaint", "pk": "288c0d7b-513d-4a11-83d5-2ccecb3b667e", "fields": { "created_at": "2025-03-27T08:03:00Z", "updated_at": "2026-04-13T19:01:37.121Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.الهام منصور ", "expected_result": "", "reference_number": "CMP-2025-03-3954-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient underwent a cesarean section on March 23, 2025, and complained of severe pain, bloating, and an inability to pass gas or stool. However, the medical staff only advised her to walk without providing sufficient response. After four days, her condition was diagnosed as intestinal obstruction in the emergency room, indicating negligence in providing the necessary medical care.", "description": "The patient underwent a cesarean section on March 23, 2025, and complained of severe pain, bloating, and an inability to pass gas or stool. However, the medical staff only advised her to walk without providing sufficient response. After four days, her condition was diagnosed as intestinal obstruction in the emergency room, indicating negligence in providing the necessary medical care.\n\n[Arabic]:\nالمريضة أجرت عملية قيصرية يوم 23 مارس 2025، وشكت من ألم شديد وانتفاخ في المعدة وعدم القدرة على تصريف الغازات أو البراز، لكن الطاقم الطبي لم يستجب بشكل كافٍ سوى بتوجيهها للمشي. بعد أربعة أيام، تم تشخيص حالتها بانسداد في الأمعاء في الطوارئ، مما يدل على تقاعس في تقديم الرعاية الطبية اللازمة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-29T08:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-30T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-27T08:03:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3954, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "288d1548-8c53-47a6-99b2-28dc0fb989c4", "fields": { "created_at": "2023-10-23T16:18:00Z", "updated_at": "2026-04-13T18:58:32.011Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1744", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification by the department, mother's ID number 2494788942", "description": "Delay in submitting the birth notification by the department, mother's ID number 2494788942\n\n[Arabic]:\nتأخير في رفع تبليغ الولاده من قبل القسم برقم هوية الام 2494788942\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-22T21:00:00Z", "due_at": "2023-10-25T16:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-22T21:00:00Z", "explanation_received_at": "2023-10-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-23T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295570, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-23 00:00:00", "closed": null, "received": "2023-10-23 19:18:00", "resolved": "2023-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.003376", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1744", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1744 } } }, { "model": "complaints.complaint", "pk": "2905ab64-6235-4e2e-82ee-f13babac4209", "fields": { "created_at": "2025-09-20T06:12:00Z", "updated_at": "2026-04-13T19:02:49.625Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4904", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father suffered a severe stroke, is paralyzed from the waist down, has difficulty swallowing, and has a feeding tube inserted through his abdomen. After being admitted to the intensive care unit, he was transferred to the regular ward, and according to the doctors, his condition was classified as critical.\n\nMy problem lies in the insurance company's refusal to provide extended care, as per the policy. I also felt the hospital was indifferent to my father's needs. I was informed late, at aroun", "description": "My father suffered a severe stroke, is paralyzed from the waist down, has difficulty swallowing, and has a feeding tube inserted through his abdomen. After being admitted to the intensive care unit, he was transferred to the regular ward, and according to the doctors, his condition was classified as critical.\n\nMy problem lies in the insurance company's refusal to provide extended care, as per the policy. I also felt the hospital was indifferent to my father's needs. I was informed late, at around 7:20 PM, that my father had to be discharged from the hospital before 10:00 PM. This request was sudden and unjustified, and I was not informed early enough to prepare all the necessary medical supplies for my father, such as a phlegm suction device, which is essential because he has difficulty swallowing, which causes him to accumulate saliva and phlegm.\n\nAccording to a hospital employee, the insurance company did not approve the extension until late, leaving me in a difficult situation and unable to prepare my father's room and purchase the necessary medical supplies on time. This situation has caused me and my family a lot of stress.\n\n[Arabic]:\nوالدي يعاني من جلطة حادة، وهو مصاب بشلل نصفي وصعوبة في البلع، بالإضافة إلى وجود أنبوب تغذية عن طريق البطن. بعد التنويم في العناية المركزة، تم نقله إلى التنويم العادي، وحسب رأي الأطباء، تم تصنيف حالته على أنها حرجة.\n\nمشكلتي تكمن في رفض التأمين للرعاية الممتدة حسب سياسة التأمين، بالإضافة إلى أنني شعرت بعدم اكتراث من المستشفى لاحتياجات والدي. حيث تم إبلاغي في وقت متأخر، حوالي الساعة 7:20 مساءً، بضرورة إخراج والدي من المستشفى قبل الساعة 10:00 مساءً. هذا الطلب كان مفاجئًا وغير مبرر، ولم يتم إبلاغي في وقت مبكر حتى أتمكن من تجهيز كافة المستلزمات الطبية اللازمة لوالدي، مثل جهاز شفط البلغم، الذي يعتبر ضروريًا لأنه يعاني من صعوبة في البلع مما يسبب له تجمع اللعاب والبلغم.\n\nوحسب إفادة موظفة المستشفى، أن التأمين لم يوافق على تمديد التنويم إلا في وقت متأخر، ما جعلني في وضع صعب وغير قادر على تجهيز غرفة والدي وشراء المستلزمات الطبية اللازمة في الوقت المحدد. هذا الوضع سبب لي ولأسرتي الكثير من الضغط،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-22T06:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-20T06:12:00Z", "explanation_received_at": "2025-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4904, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "292653c0-c87e-402a-966e-0a7e2c8e82bf", "fields": { "created_at": "2023-01-30T15:35:00Z", "updated_at": "2026-04-13T18:56:56.984Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAMAH ABDULRAHMAN ABDO SAEED", "expected_result": "", "reference_number": "CMP-2023-01-0809", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 22, 2023, I visited Dr. Amir Ghanem's clinic. He examined me, ordered some tests and an ultrasound, and instructed me to fast for six hours beforehand. He advised me to go to the emergency room if my symptoms worsened. Indeed, my fatigue increased during the night.I went to the emergency room after about an hour. They administered IV fluids, drew blood samples, and ordered an ultrasound.\n\nDr. Amir Ghanem requested the ultrasound, and I had it done before going back to the emergency ro", "description": "On January 22, 2023, I visited Dr. Amir Ghanem's clinic. He examined me, ordered some tests and an ultrasound, and instructed me to fast for six hours beforehand. He advised me to go to the emergency room if my symptoms worsened. Indeed, my fatigue increased during the night.I went to the emergency room after about an hour. They administered IV fluids, drew blood samples, and ordered an ultrasound.\n\nDr. Amir Ghanem requested the ultrasound, and I had it done before going back to the emergency room. They diagnosed me with appendicitis and asked me to prepare for immediate surgery to remove my appendix.\nI refused the diagnosis because I had experienced the same symptoms previously; they were diagnosed as colitis. They refused to perform a CT scan with contrast, only an ultrasound. I requested to be discharged against medical advice and went to another hospital. After a CT scan, tests, and examinations, they reported that my appendix was healthy, there was no inflammation requiring surgery, and the diagnosis was colitis.\n\n\n\n[Arabic]:\nتم حضوري بتاريخ 22 يناير 2023م االى عيادة الدكتور أمير غانم فحصني وطلب بعض التحاليل وأشعھ سونار وطلب\nاجراءها بعد الامتناع عن الطعام لمده ٦ ساعات. نصحني في حاله زياده الاعراض التوجھ للطوارئ. بالفعل زاد التعب\nليلا . توجهت للطوارئ بعد فتره تقريبا ساعھ دخلت وتم تركيب محاليل وسحب عينات دم وطلبوا اجراء اشعھ السونار\nكما طلب دكتور امير غانم وقمت بعمل الاشعھ والنزول للطوارئ. افادوا بأن التشخييص التهاب الزائدة الدوديھ وطلبوا\nالاستعداد للتنويم لعمل حراحھ مباشره لاستئصال الزائدة . رفضت التشخيص لان الاعراض سبق ان حدثت معي\nالفتره السابقھ انها التهاب قولون. ورفضوا القيام باشعھ مقطعيھ بالصبغة والاكتفاء بالموجات الصوتيھ . طلبت\nالخروج على مسئوليتي وتوجهت الى مستشفى اخر و بعد اجراء الاشعھ المقطعيھ والتحاليل والفحوصات . افادوا بأن\nالزائده سليمھ ولا وجود لالتهاب يتطلب اجراء جراحھ والتشخيص التهاب في القولون", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-27T21:00:00Z", "due_at": "2023-02-01T15:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-29T21:00:00Z", "second_reminder_sent_at": "2023-01-30T21:00:00Z", "escalated_at": "2023-02-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1316237, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "4.2.Patient \nDisposition ( final plan)", "classification": "5.1.3.Not involving patient in clinical decisions" }, "timeline": { "sent": "2023-01-28 00:00:00", "closed": null, "received": "2023-01-30 18:35:00", "resolved": null, "escalated": "2023-02-04 00:00:00", "first_reminder": "2023-01-30 00:00:00" }, "imported_at": "2026-04-13T21:56:56.979501", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0809", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 809 } } }, { "model": "complaints.complaint", "pk": "292ff7fe-882a-46de-a466-6ecbcc5ecc48", "fields": { "created_at": "2023-03-07T16:13:00Z", "updated_at": "2026-04-13T18:57:16.996Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0986", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted by Dr. Emad El-Din on February 1, 2023. A leave of absence was issued for the patient’s daughter to accompany her mother during her mother’s admission. She now wishes to take a leave of absence for a month to stay with her mother starting from the 20th of Sha’ban, as the doctor recommended staying with the mother.", "description": "The patient was admitted by Dr. Emad El-Din on February 1, 2023. A leave of absence was issued for the patient’s daughter to accompany her mother during her mother’s admission. She now wishes to take a leave of absence for a month to stay with her mother starting from the 20th of Sha’ban, as the doctor recommended staying with the mother.\n\n[Arabic]:\nتم تنويم المريضة من قبل الطبيب عمادالدين بتاريخ 1 فبراير 2023م وتم اصدار اجازة مرافق لابنة المريضة اثناء تنويم والدتها وترغب الان باجازة مرافق لمدة شهر لملازمة والدتها من تاريخ 20 شعبان حيث ان الطبيب اوصى بملازمة الوالده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-06T21:00:00Z", "due_at": "2023-03-09T16:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247738, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-03-07 00:00:00", "closed": null, "received": "2023-03-07 19:13:00", "resolved": "2023-03-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.986948", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0986", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الباطنية", "main": "الطبي" }, "original_complaint_num": 986 } } }, { "model": "complaints.complaint", "pk": "29307a0e-b346-4aae-86bf-d01c08a6407e", "fields": { "created_at": "2023-05-03T12:54:00Z", "updated_at": "2026-04-13T18:57:38.651Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1208-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I consulted with Dr. Lamya on March 5, 2023, and she prescribed the medication SEMAGLUTIDE (Rybelsus). When I went to the pharmacy, the medication was refused, and I was asked to see another doctor and pay a new consultation fee to obtain the medication, even though the same medication had been dispensed by the treating physician during a previous visit.", "description": "I consulted with Dr. Lamya on March 5, 2023, and she prescribed the medication SEMAGLUTIDE (Rybelsus). When I went to the pharmacy, the medication was refused, and I was asked to see another doctor and pay a new consultation fee to obtain the medication, even though the same medication had been dispensed by the treating physician during a previous visit.\n\n[Arabic]:\nتم الدخول لدى الدكتوره لمياء تاريخ 5/3/2023 وتم كتابة الدواء الموضح SEMAGLUTIDE (Rybelsus) وعند التوجه للصيدليه تم رفض صرف الدواء وطلب مني الدخول لطبيب اخر ودفع كشفيه جديده لصرف الدواء علما انه تم صرف نفس الدواء من قبل الطبيبه المعالجه في زياره سابقه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-02T21:00:00Z", "due_at": "2023-05-05T12:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-02T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-06-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30257441, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2023-05-03 00:00:00", "closed": "2023-06-06 00:00:00", "received": "2023-05-03 15:54:00", "resolved": null, "escalated": null, "first_reminder": "2023-05-04 00:00:00" }, "imported_at": "2026-04-13T21:57:38.640774", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1208-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1208 } } }, { "model": "complaints.complaint", "pk": "2935ea88-48da-48a6-83b3-e825e92e72b4", "fields": { "created_at": "2025-08-24T10:31:00Z", "updated_at": "2026-04-13T19:02:36.456Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الصيدلية ", "expected_result": "", "reference_number": "CMP-2025-08-4659", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "unprofissional behaviour ", "description": "unprofissional behaviour \n\n[Arabic]:\nأود التقدم بشكوى بخصوص تجربة تعامل غير مرضية تعرضت لها أثناء مراجعتي للصيدلية\nحيث قوبلت من قِبل إحدى الموظفات بأسلوب غير لائق تخلله المماطلة في تقديم الخدمة رغم انتظاري وصبري وعند تسليمي الأدوية قامت برمي الأدوية والكيس على الطاولة بطريقة غير لائقة وطلبت مني ترتيب الأدوية بنفسي كما كان هناك نقص في بعض الأدويه فقامت برمي الوصفة وأبلغتني أن أبحث عنها خارج المستشفى دون توضيح من أين يمكنني الحصول عليها\nوعندما طلبت منها اسمها رفضت وأجابت \"اسألي مديري\" وحين تدخل أحد الموظفين لمحاولة تهدئة الموقف، طلبت منه فقط تزويدي باسم الموظفة فأجابت قائلة: أنا اسمي لارا العمر روحي اشتكيني في الإدارة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-26T10:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-24T10:31:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4659, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "29554d6e-f7e3-496b-bb2b-df3e937cc505", "fields": { "created_at": "2023-04-08T13:17:00Z", "updated_at": "2026-04-13T18:57:28.186Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1140", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We attended an appointment at the endocrinology clinic with Dr. Muslih on March 12, 2023, and we have not been able to secure another appointment until the follow-up period of 14 days ended, despite several attempts with the reception staff.", "description": "We attended an appointment at the endocrinology clinic with Dr. Muslih on March 12, 2023, and we have not been able to secure another appointment until the follow-up period of 14 days ended, despite several attempts with the reception staff.\n\n[Arabic]:\nتم حضورنا على موعد في عيادة الغدد الصماء مع د.مصلح بتاريخ 12 مارس 2023 ، ولم يتم الحصول على موعد اخر الى انتهاء فترة المتابعه 14 يوم علماً انه تمت المحاولة عدة مرات مع موظف الاستقبال .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-07T21:00:00Z", "due_at": "2023-04-10T13:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-07T21:00:00Z", "explanation_received_at": "2023-04-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30258040, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.1.Appointment scheduling refusal" }, "timeline": { "sent": "2023-04-08 00:00:00", "closed": null, "received": "2023-04-08 16:17:00", "resolved": "2023-04-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.178691", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1140", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1140 } } }, { "model": "complaints.complaint", "pk": "2958631c-d4b4-453a-8308-d5a115e7667f", "fields": { "created_at": "2022-10-25T11:40:00Z", "updated_at": "2026-04-13T18:56:21.290Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6832-HUSSAM ALDEEN ALBEEN ", "expected_result": "", "reference_number": "CMP-2022-10-0448", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor on October 20, 2022, and the doctor did not ask my permission for the clinical examination.", "description": "I visited the doctor on October 20, 2022, and the doctor did not ask my permission for the clinical examination.\n\n[Arabic]:\nتم زيارتي للطبيب بتاريخ 20 اكتوبر 2022 حيث لم يتم الاستئذان مني من قبل الطبيب للفحص السريري .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-24T21:00:00Z", "due_at": "2022-10-27T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-24T21:00:00Z", "explanation_received_at": "2022-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30148976, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-25 00:00:00", "closed": null, "received": "2022-10-25 14:40:00", "resolved": "2022-10-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.280119", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0448", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 448 } } }, { "model": "complaints.complaint", "pk": "29ec3138-e7d7-4b53-84b8-e171fa3804d2", "fields": { "created_at": "2024-01-18T21:50:00Z", "updated_at": "2026-04-13T18:59:07.922Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2090", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital application rejected tests that had already been approved (TSH, CBC, glucose).", "description": "The hospital application rejected tests that had already been approved (TSH, CBC, glucose).\n\n[Arabic]:\nرفض تحاليل قد ظهرت الموافقة عليها tsh , cbc , glocouse في تطبيق المستشفى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-19T21:00:00Z", "due_at": "2024-01-20T21:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-19T21:00:00Z", "explanation_received_at": "2024-01-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1321129, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-20 00:00:00", "closed": null, "received": "2024-01-19 00:50:00", "resolved": "2024-01-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.909728", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2090", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2090 } } }, { "model": "complaints.complaint", "pk": "2a0906a5-c916-405e-bf46-abddbd8c69e8", "fields": { "created_at": "2024-01-31T10:56:00Z", "updated_at": "2026-04-13T18:59:09.575Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2149", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccination is not in the system \n1212372369 iqamaa for baby ", "description": "the vaccination is not in the system \n1212372369 iqamaa for baby \n\n[Arabic]:\nلم يظهر التطعيم في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-30T21:00:00Z", "due_at": "2024-02-02T10:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-30T21:00:00Z", "explanation_received_at": "2024-01-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302944, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-01-31 00:00:00", "closed": null, "received": "2024-01-31 13:56:00", "resolved": "2024-02-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.570032", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2149", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2149 } } }, { "model": "complaints.complaint", "pk": "2a09ab10-c0d3-43ac-9dab-777d938032d7", "fields": { "created_at": "2023-03-18T17:01:00Z", "updated_at": "2026-04-13T18:57:18.034Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1027", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor, the gastroenterology department, and the on-call manager did not respond to inquiries about the endoscopy results.\n", "description": "The doctor, the gastroenterology department, and the on-call manager did not respond to inquiries about the endoscopy results.\n\n\n[Arabic]:\nعدم الرد من قبل الطبيب وقسم الجهاز الهضمي و المدير المناوب للاستفسار عن نتيجة المنظار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-17T21:00:00Z", "due_at": "2023-03-20T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30152472, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-03-18 00:00:00", "closed": null, "received": "2023-03-18 20:01:00", "resolved": "2023-03-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.023596", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1027", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 1027 } } }, { "model": "complaints.complaint", "pk": "2a384443-67cd-4e88-a09e-331faaca3b0d", "fields": { "created_at": "2025-02-19T10:13:00Z", "updated_at": "2026-04-13T19:01:25.575Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3760", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the nurse did not take the blood sample in a right way it was long and painful experience", "description": "the nurse did not take the blood sample in a right way it was long and painful experience\n\n[Arabic]:\nاخذ التمريض الدم من الطفلة بطريقة مؤلمة واخذ وقت طزويل", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-21T10:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-19T10:13:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3760, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "2a404abb-175b-48fc-bbe4-b6fc9df096b7", "fields": { "created_at": "2025-09-28T16:22:00Z", "updated_at": "2026-04-13T19:02:50.835Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4969", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Please note that on Sunday at 6:00 PM, I arrived at the facility for my appointment. I approached the receptionist, who referred me to another clinic located, according to her, on the ground floor, Gate 2.\n\nUpon arriving at the aforementioned location, despite experiencing severe pain due to hemorrhoids and a painful examination, it was revealed after investigation that the requested clinic was not located at that location, but rather at the location where the receptionist had previously been.\n\n", "description": "Please note that on Sunday at 6:00 PM, I arrived at the facility for my appointment. I approached the receptionist, who referred me to another clinic located, according to her, on the ground floor, Gate 2.\n\nUpon arriving at the aforementioned location, despite experiencing severe pain due to hemorrhoids and a painful examination, it was revealed after investigation that the requested clinic was not located at that location, but rather at the location where the receptionist had previously been.\n\nAfter consulting the same website, it was revealed that the information the receptionist had provided was incorrect. This caused me to be late for my appointment and suffered a lot that could have been avoided had I been treated with greater care and precision.\n\nLater, after correcting the error, the appointment was rescheduled with Dr. Yasser Al-Shaya. However, what I experienced was not just a misunderstanding; it was negligence that led to real pain and suffering.\n\n[Arabic]:\nفيدكم بأنه في يوم الأحد الساعة 6:00 مساءً، حضرت إلى المنشأة لحضور موعدي، حيث توجهت إلى موظفة الاستقبال، والتي قامت بتحويلي إلى عيادة أخرى تقع – بحسب إفادتها – في الدور الأرضي، بوابة 2.\n\nوعند توجهي إلى الموقع المذكور، ورغم أنني كنت أعاني من ألم شديد بسبب البواسير وكشفة مؤلمة، تبيّن بعد البحث أن العيادة المطلوبة لم تكن في ذلك الموقع، بل كانت في المكان الذي تواجدت فيه موظفة الاستقبال سابقًا.\n\nوبعد الرجوع إلى نفس الموقع، تبيّن أن المعلومة التي زودتني بها الموظفة كانت غير صحيحة، وقد تسبب ذلك في تأخري عن الموعد ومعاناة كان بالإمكان تفاديها لو تم التعامل معي بدقة وحرص أكبر.\n\nلاحقًا، وبعد تصحيح الخطأ، تم جدولة الموعد من جديد مع الدكتور ياسر الشايع، ولكن ما تعرضت له لم يكن مجرد سوء فهم، بل إهمال أدى إلى ألم ومعاناة حقيقية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-30T16:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-28T16:22:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4969, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "2a7448a8-fc2f-4351-a3b8-8e823d48db27", "fields": { "created_at": "2022-10-27T15:29:00Z", "updated_at": "2026-04-13T18:56:22.028Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0470", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the attending physician that the child would be given intravenous fluids, a solution, and an emetic injection, and she asked us for a urine analysis, but none of the aforementioned procedures were carried out. We went to the on-duty manager to get a refund for the injections and analysis because the aforementioned procedures were not carried out, and he did not cooperate with us.", "description": "I was informed by the attending physician that the child would be given intravenous fluids, a solution, and an emetic injection, and she asked us for a urine analysis, but none of the aforementioned procedures were carried out. We went to the on-duty manager to get a refund for the injections and analysis because the aforementioned procedures were not carried out, and he did not cooperate with us.\n\n[Arabic]:\nتم ابلاغي من قبل الطبيبه المعالجه سوف يتم اعطاء الطفله خافض وريدي ومحلول وابره ترجيع وطلبت منا تحليل بول ولكن لم يتم اي اجراء مما ذكر حيث تم الذهاب للمدير المناوب لاسترجاع المبلغ المدفوع للأبر والتحليل لعدم عمل الاجراءات المذكوره ولم يتم التعاون معنا من قبله. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-26T21:00:00Z", "due_at": "2022-10-29T15:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-26T21:00:00Z", "explanation_received_at": "2022-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30229625, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-27 00:00:00", "closed": null, "received": "2022-10-27 18:29:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": "2022-10-30 00:00:00" }, "imported_at": "2026-04-13T21:56:22.025371", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0470", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 470 } } }, { "model": "complaints.complaint", "pk": "2a7ba86e-f334-45fc-b7b1-abf2de64bed5", "fields": { "created_at": "2022-10-05T15:37:00Z", "updated_at": "2026-04-13T18:56:17.212Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0337", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted on October 3, 2022, for childbirth. The delivery room was unsanitary; the previous patient's belongings were still there, and there was blood on the floor.\n\nThe cleaning staff member came to clean room 4161, but the cleaning was inadequate.", "description": "I was admitted on October 3, 2022, for childbirth. The delivery room was unsanitary; the previous patient's belongings were still there, and there was blood on the floor.\n\nThe cleaning staff member came to clean room 4161, but the cleaning was inadequate.\n\n[Arabic]:\nتم حضوري بتاريخ 3 اكتوبر 2022م للولادة حيث حيث تم انعدام النظافة في غرفة الولادة ، تم وجود اغراض المريضة السابقة في الغرفة بالاضافة الى وجود دم في ارضية الغرفة . \n تم حضور العاملة لتنظيف غرفة 4161 ولم يكن التنظيف جيدا من قبلها .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-07T21:00:00Z", "due_at": "2022-10-07T15:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-07T21:00:00Z", "explanation_received_at": "2022-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30046786, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2022-10-08 00:00:00", "closed": null, "received": "2022-10-05 18:37:00", "resolved": "2022-10-31 00:00:00", "escalated": null, "first_reminder": "2022-10-09 00:00:00" }, "imported_at": "2026-04-13T21:56:17.208964", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0337", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 337 } } }, { "model": "complaints.complaint", "pk": "2aaaeb1e-bf05-4ce3-943c-3fa5dac61408", "fields": { "created_at": "2023-01-19T12:17:00Z", "updated_at": "2026-04-13T18:57:05.152Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0887", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Joint replacement surgery was performed for 75,000 riyals, and the hospital is now demanding payment of 15,000 riyals for my father's admission to intensive care after the surgery, as we have not been informed of the treatment plan and the possibility of an increase in the amount.", "description": "Joint replacement surgery was performed for 75,000 riyals, and the hospital is now demanding payment of 15,000 riyals for my father's admission to intensive care after the surgery, as we have not been informed of the treatment plan and the possibility of an increase in the amount.\n\n[Arabic]:\nتم عمل عمليه تبديل مفاصل بمبلغ 75 الف ريال والمستشفى الان يطالب بدفع مبلغ 15 الف ريال لدخول الوالد في العناية المركزة بعد العملية حي لم يتم ابلاغنا بالخطة العلاجيه واحتمال زيادة المبلغ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-01T21:00:00Z", "due_at": "2023-01-21T12:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30246056, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\n Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-09-02 00:00:00", "closed": null, "received": "2023-01-19 15:17:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.148847", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0887", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 887 } } }, { "model": "complaints.complaint", "pk": "2aacab93-e59d-40e1-b78a-82f9671df61d", "fields": { "created_at": "2024-11-13T08:07:00Z", "updated_at": "2026-04-13T19:00:49.281Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3148", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Abdulaziz Al-Omar, who ordered an MRI scan for me on September 24th. I made an appointment for the 25th at 8:00 AM, but the approval didn't arrive, supposedly because I had an unclosed file with the hospital dating back to 2020. I paid for the scan because the earliest available appointment was two or three days later. The approval arrived at 2:40 PM that same day. I had the scan done by another doctor at Al-Habib Hospital. After I was able to move around, I went back to the hospit", "description": "I visited Dr. Abdulaziz Al-Omar, who ordered an MRI scan for me on September 24th. I made an appointment for the 25th at 8:00 AM, but the approval didn't arrive, supposedly because I had an unclosed file with the hospital dating back to 2020. I paid for the scan because the earliest available appointment was two or three days later. The approval arrived at 2:40 PM that same day. I had the scan done by another doctor at Al-Habib Hospital. After I was able to move around, I went back to the hospital, and they referred me to my insurance. The insurance company then referred me back to the hospital, and finally, the hospital claimed they couldn't reimburse me because the insurance system only allows reimbursements within the same month; otherwise, it requires approval from the board. I await your approval so I can receive reimbursement.\n\n[Arabic]:\nزرت د. عبد العزيز العمر وأمر لي بإجراء اشعة رنين مغنطيسي يوم 24 سبتمبر. عملت موعد يوم 25 الثامنة صباحاً ولم تصل الموافقة، بحجة ان هناك ملف لم يقفل مع المستشفى يخصني منذ 2020. دفعت قيمة الاشعة لان اقرب موعد بعد يومين او ثلاثة. وصلت الموافقة السعة14:40 ذات اليوم. عملت العملية لدى طبيب آخر وفي مستشفى الحبيب. بعد تمكني من التحرك راجعت المستشفى أحالني للتأمين ثم أعادني التأمين للمستشفى واخيراً تذرع المستشفى بعدم امكانية التعويض لان نظام النفيس لا يسمح لهم إلا في ذات الشهر وفي غير ذات الشهر لابد من تعميد المجلس. انتظر موافقتكم ليمكنني الحصول على التعويض.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-12T21:00:00Z", "due_at": "2024-11-15T08:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-13T21:00:00Z", "second_reminder_sent_at": "2024-11-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-12T21:00:00Z", "explanation_received_at": "2024-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30095288, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-11-13 00:00:00", "closed": null, "received": "2024-11-13 11:07:00", "resolved": "2024-11-16 00:00:00", "escalated": null, "first_reminder": "2024-11-14 00:00:00" }, "imported_at": "2026-04-13T22:00:49.273160", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3148", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3148 } } }, { "model": "complaints.complaint", "pk": "2ace5d2d-42b5-4586-a944-0280016c0e10", "fields": { "created_at": "2025-01-26T08:53:00Z", "updated_at": "2026-04-13T19:01:14.178Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3605", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "a nurse verbally insulted te patient ", "description": "a nurse verbally insulted te patient \n\n[Arabic]:\nالممرضة تلفظت على المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 161, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-28T08:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-26T08:53:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3605, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "2ad606fe-6993-4ac8-85a2-75fa8c4dcaca", "fields": { "created_at": "2025-02-01T16:54:00Z", "updated_at": "2026-04-13T19:01:23.227Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3639", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Charges were applied for tests during the first visit after hospitalization.\n\n\n\n", "description": "Charges were applied for tests during the first visit after hospitalization.\n\n\n\n\n\n[Arabic]:\nتم فرض رسوم على تحاليل الطفلة، رغم أنها كانت أول زيارة بعد التنويم.\n\n\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-03T16:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-01T16:54:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3639, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "2aee3f08-fbd2-4c52-af8f-102da480c38e", "fields": { "created_at": "2025-01-25T08:05:00Z", "updated_at": "2026-04-13T19:01:14.036Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3594", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked for the client via phone call, but upon arrival, the appointment was not confirmed by the staff member", "description": "An appointment was booked for the client via phone call, but upon arrival, the appointment was not confirmed by the staff member\n\n[Arabic]:\nتم حجز موعد للمراجع عن طريق الاتصال وعند حضوره لم يتم تاكيد الموعد من قبل الموظفه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-27T08:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-25T08:05:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3594, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "2b17d418-bba5-49db-acfe-3e40059bc6c5", "fields": { "created_at": "2023-02-08T09:05:00Z", "updated_at": "2026-04-13T18:57:05.799Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0882", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have a day off on 6/2/2023, but on the Sehaty platform it shows as 7/2/2023", "description": "I have a day off on 6/2/2023, but on the Sehaty platform it shows as 7/2/2023\n\n[Arabic]:\nلدي اجازة لمدة يوم وذلك بتاريخ 6/2/2023 ولاكن في منصة صحتي تظهر بتاريخ 7/2/2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-07T21:00:00Z", "due_at": "2023-02-10T09:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-07T21:00:00Z", "explanation_received_at": "2023-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30023730, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-02-08 00:00:00", "closed": null, "received": "2023-02-08 12:05:00", "resolved": "2023-02-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.793192", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0882", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 882 } } }, { "model": "complaints.complaint", "pk": "2b345903-5236-4bfb-a760-987ff0ba195a", "fields": { "created_at": "2024-12-16T16:30:00Z", "updated_at": "2026-04-13T19:01:01.117Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3367", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in the procedures and the doctors did not give us a clear treatment plan. We waited in the emergency department from 6:30 am until 12:00 pm until we were discharged from the hospital at our own risk.", "description": "There was a delay in the procedures and the doctors did not give us a clear treatment plan. We waited in the emergency department from 6:30 am until 12:00 pm until we were discharged from the hospital at our own risk.\n\n[Arabic]:\nتاخير بالاجراءت وعدم اعطانا خطة علاجيه واضحه من قبل الاطباء حيث تم الانتظار بقسم الطوارئ من الساعة 6:30 ص حتى 12:00 م الى ان تم الخروج على مسؤوليتنا من المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-15T21:00:00Z", "due_at": "2024-12-18T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-17T21:00:00Z", "second_reminder_sent_at": "2024-12-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-15T21:00:00Z", "explanation_received_at": "2024-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235967, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2024-12-16 00:00:00", "closed": null, "received": "2024-12-16 19:30:00", "resolved": "2024-12-18 00:00:00", "escalated": null, "first_reminder": "2024-12-18 00:00:00" }, "imported_at": "2026-04-13T22:01:01.114080", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3367", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3367 } } }, { "model": "complaints.complaint", "pk": "2b68f221-201f-4d40-94b5-25f7e08f88aa", "fields": { "created_at": "2023-10-18T08:20:00Z", "updated_at": "2026-04-13T18:58:31.409Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1727", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in treatment and service, and the partial operation was approved. Upon entering the operating room, I was told to pay 12,000, and after leaving the hospital, I was given 8,000, and there was a delay in my discharge to pay the remaining amount.", "description": "There was a delay in treatment and service, and the partial operation was approved. Upon entering the operating room, I was told to pay 12,000, and after leaving the hospital, I was given 8,000, and there was a delay in my discharge to pay the remaining amount.\n\n[Arabic]:\nتأخير بالعلاج وبالخدمة وتم الموافقه على العملية جزئية وعند دخولي لغرفة العملية تم تزويد بان يتم دفع مبلغ 12 الاف وبعد الخروج من المستشفى تم تزويدي 8 الاف وتم تاخر بخروج لدفع مبلغ ..\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-17T21:00:00Z", "due_at": "2023-10-20T08:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-17T21:00:00Z", "explanation_received_at": "2023-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293723, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2023-10-18 00:00:00", "closed": null, "received": "2023-10-18 11:20:00", "resolved": "2023-10-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.399644", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1727", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1727 } } }, { "model": "complaints.complaint", "pk": "2b78df4c-5c3c-4a7f-b465-494b6ece367d", "fields": { "created_at": "2025-07-06T17:07:00Z", "updated_at": "2026-04-13T19:02:22.572Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور يوسف النمراوي ", "expected_result": "", "reference_number": "CMP-2025-07-4424", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor requested additional tests, although the patient already has test results from another hospital.\"\n\n", "description": "\"The doctor requested additional tests, although the patient already has test results from another hospital.\"\n\n\n\n[Arabic]:\nطلب الطبيب من المراجع تحاليل اضافيه علما بان المراجع لديه تحاليل من مستشفى اخر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T17:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T17:07:00Z", "explanation_received_at": "2025-07-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4424, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2c06d3c7-8969-4f5f-af0b-c8d3d22bc6a9", "fields": { "created_at": "2025-11-15T08:18:00Z", "updated_at": "2026-04-13T19:03:13.763Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5298", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter, who is 3 months old, was required by the doctor to have four blood samples taken to\ndetermine her condition The blood was drawn in a very rough manner: the needle insertion, tying of\nthe hand, pressing and squeezing the hand to extract blood As a result, bruises appeared on my\ndaughter’s hand_x000D_", "description": "My daughter, who is 3 months old, was required by the doctor to have four blood samples taken to\ndetermine her condition The blood was drawn in a very rough manner: the needle insertion, tying of\nthe hand, pressing and squeezing the hand to extract blood As a result, bruises appeared on my\ndaughter’s hand_x000D_\n\n[Arabic]:\nطلب الطبيب من ابنتي، البالغة من العمر ثلاثة أشهر، أخذ أربع عينات دم لتحديد حالتها. تم سحب الدم بطريقة خشنة للغاية: إدخال الإبرة، وربط اليد، والضغط عليها لاستخراج الدم. ونتيجة لذلك، ظهرت كدمات على يد ابنتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-17T08:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-15T08:18:00Z", "explanation_received_at": "2025-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5298, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "2c2a0260-ed54-4e7b-ad2f-a5ec86bd14e2", "fields": { "created_at": "2022-11-23T08:52:00Z", "updated_at": "2026-04-13T18:56:33.138Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0579", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My children, Rand and Bassam, were admitted to the emergency department. One of the children went to the bathroom, and upon returning, he found another patient on the bed. He went to the on-duty manager and told him what happened. He said that he did not have to go to the bathroom, and that the child should have informed the nurse before going. He was also told about the IV drip. The nurse asked my son to follow up on the IV with his sister and to close it when half of it was finished. The on-du", "description": "My children, Rand and Bassam, were admitted to the emergency department. One of the children went to the bathroom, and upon returning, he found another patient on the bed. He went to the on-duty manager and told him what happened. He said that he did not have to go to the bathroom, and that the child should have informed the nurse before going. He was also told about the IV drip. The nurse asked my son to follow up on the IV with his sister and to close it when half of it was finished. The on-duty manager responded to me in an inappropriate and unprofessional manner. Yes, the patient in our department follows up on his condition himself, knowing that the patients in question are children aged 7 and 12 years.\n\n[Arabic]:\nتم ادخل اطفالي رند وبسام قسم الطوارئ وتم ذهاب احد الطفلين لدورة المياه وعند الرجوع وجد مريض اخر على السرير تم التوجه للمدير المناوب واخباره بما حدث فقال لم يكن عليه الذهاب لدورة المياه ومن المفترض ان الطفل قام باخبار الممرضه قبل ذهابه وتم التحدث معه بشأن المغذي ان الممرضه قامت بطلب المتابعه من ولدي للمغذي لدى اخته واغلاقه في حين انتهاء النصف تم الرد علي من قبل المدير المناوب بطريقة غيرلائقه ومهنيه نعم المريض لدينا يتابع حالته بنفسه، علما ان المرضى المقصودين اطفال بعمر 7 و 12 سنه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-22T21:00:00Z", "due_at": "2022-11-25T08:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-22T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-23T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1713900, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-23 00:00:00", "closed": null, "received": "2022-11-23 11:52:00", "resolved": "2022-11-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.128198", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0579", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 579 } } }, { "model": "complaints.complaint", "pk": "2c5a644b-cf30-4f38-92f5-7ad0010ba9b6", "fields": { "created_at": "2023-08-12T16:58:00Z", "updated_at": "2026-04-13T18:58:09.421Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. TALAL MOHAMMED AHMED", "expected_result": "", "reference_number": "CMP-2023-08-1521", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "74f786c9-6946-48f6-ae6d-b58c9c218190", "title": "Doctor attitude ", "description": "Doctor attitude \n\n[Arabic]:\nعند اتصالي بالدكتور وكنت ابين واشرح له الحاله انها تحتاج رعاية خاصه وتم اتصالي فيه ووعدني بوجود ممرضه خاصه به وكان\nاتصالي به اشرح الحاله له ويرد علي ويقول انا مشغول انا مشغول ويكرر علي ( اذا تبي ارفع شكوى في وزاره الصحه )هذا اسلوب غير مقبول ورد مرفوض من قبل اي دكتور ، حيث ان المريض يحتاج الى عنايه خاصه جدا لانه مريض زهايمر ولا يتحرك ومقعد ولا يتكلم والحاله حرجه جدا وطلبنا من الدكتور بمرافقة المريض بممرضه كادر طبي خاصه به تعتني فيه في البيت ورفض ونقدر ذلك ولكن اسلوب الدكتور غير مهني . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-18T21:00:00Z", "due_at": "2023-08-14T16:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-17T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30133549, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-08-19 00:00:00", "closed": "2023-09-18 00:00:00", "received": "2023-08-12 19:58:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.409400", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1521", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 1521 } } }, { "model": "complaints.complaint", "pk": "2c6190b0-608e-415a-9251-1d882a09fa1e", "fields": { "created_at": "2025-08-02T14:18:00Z", "updated_at": "2026-04-13T19:02:34.292Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العلاج الطبيعي", "expected_result": "", "reference_number": "CMP-2025-08-4562", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient arrived late for her scheduled appointment at 4:30 p.m. Upon arriving at the reception, the staff member told her she could come in. She entered but found the specialist absent. She asked another staff member who told her the specialist was taking a break. She then contacted the specialist, who confirmed that her shift had ended.\n\nA short time later, the patient returned to the specialist, but she was told that reception had not clearly communicated her late appointment. The patient", "description": " The patient arrived late for her scheduled appointment at 4:30 p.m. Upon arriving at the reception, the staff member told her she could come in. She entered but found the specialist absent. She asked another staff member who told her the specialist was taking a break. She then contacted the specialist, who confirmed that her shift had ended.\n\nA short time later, the patient returned to the specialist, but she was told that reception had not clearly communicated her late appointment. The patient asked to coordinate between reception and the specialist to determine if she could come in without further delay, but the response was harsh.\n\nThe call was taken to schedule a new appointment for another patient. When the patient was asked if she could schedule a new appointment, the staff member responded, \"Wait a minute.\"\n\nI would have been happy to accept the delay had I been informed of it from the outset, but the manner in which the situation was handled was inappropriate.\n\nI request that the patient be investigated and that the patient be clearly informed of the status of her late appointment upon arrival. I would also like to make sure that there is coordination between the reception and the specialist to ensure that the patient is admitted or her appointment is rescheduled appropriately.\n\n[Arabic]:\n وصلت المريضة متأخرة عن موعدها الذي كان مقررًا الساعة 4:30 مساءً. وعند توجهها إلى الاستقبال، أخبرتها الموظفة بأنها يمكنها الدخول، فدخلت ولكنها وجدت أن الأخصائية غير موجودة. فسألت موظفة أخرى وأخبرتها أن الأخصائية في استراحة، ثم تواصلت مع الأخصائية التي أكدت أن دوامها انتهى.\n\nبعد قليل، رجعت المريضة إلى الأخصائية، ولكنها أخبرتها أن الاستقبال لم يبلغها بوضوح عن موعدها المتأخر. طلبت المريضة التنسيق بين الاستقبال والأخصائية لتحديد ما إذا كان هناك مجال لدخولها دون الحاجة لتأخير آخر، ولكن التعامل كان قاسيًا.\n\nتم رفع السماعة لأخذ موعد جديد لمريض آخر، وعندما سألوا المريضة عن إمكانية أخذ موعد جديد، كان رد الموظفة \"انتظري شوي\".\n\nلم يكن لدي مشكلة في قبول التأخير لو تم إخباري بذلك من البداية، ولكن طريقة التعامل مع الموقف لم تكن لائقة.\n\nأرجو التحقيق في أسلوب التعامل والرد، والتأكد مما إذا تم إبلاغ المريضة بوضوح عن وضع موعدها المتأخر عند وصولها. كما أود التأكد مما إذا كان هناك تنسيق بين الاستقبال والأخصائية لضمان دخول المريضة أو إعادة جدولة موعدها بشكل مناسب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 94, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-04T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-02T14:18:00Z", "explanation_received_at": "2025-08-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4562, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "2c73c9b0-a763-44a1-bce3-324d62b071bb", "fields": { "created_at": "2024-11-24T12:24:00Z", "updated_at": "2026-04-13T19:00:50.602Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3213", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee's behavior was completely unacceptable. I called to inquire, but she simply said, \"Your insurance isn't covered,\" and hung up abruptly. This was unprofessional. From the beginning of the call, she didn't introduce herself or her department, and this continued until the end. Please review the call and listen to the employee's tone and how she hung up. I urge you to take the necessary action and provide an update.", "description": "The employee's behavior was completely unacceptable. I called to inquire, but she simply said, \"Your insurance isn't covered,\" and hung up abruptly. This was unprofessional. From the beginning of the call, she didn't introduce herself or her department, and this continued until the end. Please review the call and listen to the employee's tone and how she hung up. I urge you to take the necessary action and provide an update.\n\n[Arabic]:\n اسلوب الموظفة عير مقبول بالمرة اتصلت للاستفسار لكنها القت بكلمه ( تأمينك غير مغطي ) و اغلقت الخط فجأه اسلوب غير مهني \nمن بداية المكالمة بعدم تعريف بنفسها وقسمها حتى نهايتها الرجاء الرجوع للمكالمة و سماع طريقة الموظفة و اغلاق الخط .. وارجو اتخاذ الاجراءات اللازمة والافادة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T12:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-25T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 546668093, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 15:24:00", "resolved": "2024-11-26 00:00:00", "escalated": null, "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.598175", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3213", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3213 } } }, { "model": "complaints.complaint", "pk": "2c79cfb3-3b23-4073-835d-c4399b7ceea0", "fields": { "created_at": "2024-11-24T07:26:00Z", "updated_at": "2026-04-13T19:00:50.522Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3214", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurses did not move the patient, which led to the appearance of candida auris.", "description": "The nurses did not move the patient, which led to the appearance of candida auris.\n\n[Arabic]:\nلم تقم الممرضات بتحريك المريض، مما أدى إلى ظهور فطر الكانديدا أوريس.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T07:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": "2024-11-25T21:00:00Z", "escalated_at": "2024-11-25T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30329479, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 10:26:00", "resolved": null, "escalated": "2024-11-26 00:00:00", "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.512740", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3214", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 3214 } } }, { "model": "complaints.complaint", "pk": "2c7e94af-ab2b-4480-93d7-3d9ccaeaa461", "fields": { "created_at": "2025-07-21T11:03:00Z", "updated_at": "2026-04-13T19:02:24.773Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-07-4503", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's husband reports that the consultation fee was collected without any service being provided.\"", "description": "\"The patient's husband reports that the consultation fee was collected without any service being provided.\"\n\n[Arabic]:\nيفيد زوج المريضه انه تم اخذ مبلغ الكشفيه دون تقديم خدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-23T11:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-21T11:03:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4503, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2cc95447-4830-41ab-819c-96b263649185", "fields": { "created_at": "2025-07-30T11:49:00Z", "updated_at": "2026-04-13T19:02:25.869Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم النظافة", "expected_result": "", "reference_number": "CMP-2025-07-4549", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "n the pediatric ward, the child's mother kept a bag containing personal items in the bathroom attached to the patient's room. The patient's mother later noticed that the entire bag had been stolen, and that it had been the cleaning lady who had done so after cleaning. When I reported the incident to the cleaning department, the person in charge stated that the matter did not fall within their responsibility.", "description": "n the pediatric ward, the child's mother kept a bag containing personal items in the bathroom attached to the patient's room. The patient's mother later noticed that the entire bag had been stolen, and that it had been the cleaning lady who had done so after cleaning. When I reported the incident to the cleaning department, the person in charge stated that the matter did not fall within their responsibility.\n\n[Arabic]:\nفي قسم تنويم الأطفال كانت والدة الطفل تحتفظ بحقيبة تحتوي على مستلزمات شخصية داخل دورة المياه الملحقة بالغرفة الخاصة بالمريض ، وقد لاحظت والدة المريض لاحقًا أن الحقيبة قد سُرقت بالكامل وأن عاملة النظافة هي من قامت بذلك بعد التنظيف وعند إبلاغي بالمسؤول عن الواقعة لقسم النظافة أفاد بأن الأمر لا يندرج ضمن مسؤوليته", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-01T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-30T11:49:00Z", "explanation_received_at": "2025-07-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4549, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2ccd980f-f329-4f1a-872b-6e48f28b9815", "fields": { "created_at": "2022-12-22T17:23:00Z", "updated_at": "2026-04-13T18:56:45.448Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11866-MOHAMMED NADER ELSAYED ", "expected_result": "", "reference_number": "CMP-2022-12-0704", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was examined by the attending physician, and no safety precautions were taken as he did not wear gloves during the examination inside the clinic.", "description": "I was examined by the attending physician, and no safety precautions were taken as he did not wear gloves during the examination inside the clinic.\n\n[Arabic]:\nتم الفحص علي من قبل الطبيب المعالج ولم يكن هناك اتخاذ لاحترازات السلامه حيث لم يرتدي القفاز اثناء الفحص داخل العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-21T21:00:00Z", "due_at": "2022-12-24T17:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-21T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-12-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209219, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2022-12-22 00:00:00", "closed": "2022-12-24 00:00:00", "received": "2022-12-22 20:23:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.442324", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0704", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 704 } } }, { "model": "complaints.complaint", "pk": "2cf057d6-2d6e-421e-88f8-614541718657", "fields": { "created_at": "2023-05-01T09:57:00Z", "updated_at": "2026-04-13T18:57:38.250Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1197", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "In room 5122 on May 1, 2023, there was a delay in providing the patient's food, leaving the patient without a meal for long hours while she was taking strong medications. Additionally, the food specified by the doctor was not provided to the patient.", "description": "In room 5122 on May 1, 2023, there was a delay in providing the patient's food, leaving the patient without a meal for long hours while she was taking strong medications. Additionally, the food specified by the doctor was not provided to the patient.\n\n[Arabic]:\nغرفة رقم 5122 بتاريخ 1 مايو 2023م الناخير في تقديم الطعام الخاص للمريض..وترك المريضه بدون وجبه ساعات\nطويله وهي تتناول ادويه مضاده قويه بالاضافة الى لم يتم تقديم الطعام المحدد من قبل الطبيب للمريضة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-02T21:00:00Z", "due_at": "2023-05-03T09:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-03T21:00:00Z", "second_reminder_sent_at": "2023-05-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-02T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30264685, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2023-05-03 00:00:00", "closed": null, "received": "2023-05-01 12:57:00", "resolved": "2023-05-07 00:00:00", "escalated": null, "first_reminder": "2023-05-04 00:00:00" }, "imported_at": "2026-04-13T21:57:38.238161", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1197", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 1197 } } }, { "model": "complaints.complaint", "pk": "2d07d3bc-9526-4fd5-aefc-3eef2fa03e95", "fields": { "created_at": "2024-11-26T09:29:00Z", "updated_at": "2026-04-13T19:00:51.129Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3231", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor submitted a request for approval of several tests, including one that insurance only covers after a report from the doctor. I went to the medical approvals department at 12:20 to ask the employee to submit the request to the insurance company, but she replied that the test wasn't covered and that I had to pay cash without submitting it. She didn't even listen to me, explaining that the doctor had requested it to submit her report in the hope that it would be approved. Her attitude tow", "description": "The doctor submitted a request for approval of several tests, including one that insurance only covers after a report from the doctor. I went to the medical approvals department at 12:20 to ask the employee to submit the request to the insurance company, but she replied that the test wasn't covered and that I had to pay cash without submitting it. She didn't even listen to me, explaining that the doctor had requested it to submit her report in the hope that it would be approved. Her attitude towards the patient was unprofessional.\n\n[Arabic]:\n تم رفع طلب من قبل الدكتوره للموافقه على عدة تحاليل ومنها تحليل لا يوافق عليه التامين إلا بعد تقرير من قبل\nالدكتور . ذهبت إلى قسم الموافقات الطبيه الساعه ١٢:٢٠ لطلب من الموظفه رفع الطلب للتامين فقامت بالرد\nعلي انه هذا التحليل لا يوافق عليه التامين ويجب عليك ان تدفع كاش من دون رفعه ولا حتى الاستماع لي ان\nالدكتوره طلبت رفعه لتقديم تقريرها في احتمال منها انه سوف يتم الموافق عليه . اسلوبها كان غير مهني مع المريض..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-26T21:00:00Z", "due_at": "2024-11-28T09:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-26T21:00:00Z", "explanation_received_at": "2024-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-26T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30338139, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-11-27 00:00:00", "closed": null, "received": "2024-11-26 12:29:00", "resolved": "2024-11-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:51.125614", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3231", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3231 } } }, { "model": "complaints.complaint", "pk": "2d193cf0-2454-4b77-a3ab-a6b007ec2e1c", "fields": { "created_at": "2024-02-27T23:53:00Z", "updated_at": "2026-04-13T18:59:19.620Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHANSA MOHAMMED ALI", "expected_result": "", "reference_number": "CMP-2024-02-2240", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A stool sample was analyzed (excuse the expression) for my one-year-old daughter, and the result was positive for Helicobacter pylori. Based on this, the doctor decided to admit her and prescribe antibiotics and a treatment plan. However, two days after her admission, the doctor discovered that the initial test result was incorrect after taking another sample and analyzing it, which came back negative. This is harming my daughter because of an incorrect analysis by your employee.", "description": "A stool sample was analyzed (excuse the expression) for my one-year-old daughter, and the result was positive for Helicobacter pylori. Based on this, the doctor decided to admit her and prescribe antibiotics and a treatment plan. However, two days after her admission, the doctor discovered that the initial test result was incorrect after taking another sample and analyzing it, which came back negative. This is harming my daughter because of an incorrect analysis by your employee.\n\n[Arabic]:\nتم تحليل عينه براز اكرمكم االله والنتيجه ايجابيه بجرثومه معده لطفلتي البالغه من العمر سنه وعلى اساسها قرر الطبيب تنويمها واعطائها مضادات حيويه وخطه علاجيه ثم بعد التنويم بيومين اكتشف الطبيب ان نتيجة التحليل كانت خاطئه من الاساس بعد اخذه لعينه اخرى وتحليلها حيث ظهرت النتائج سلبيه وهذا مايعود بالضرر على بنتي بسبب تحليل خاطئ من قبل موظفتكم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-27T21:00:00Z", "due_at": "2024-02-29T23:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-28T21:00:00Z", "second_reminder_sent_at": "2024-03-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-27T21:00:00Z", "explanation_received_at": "2023-03-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-01T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226915, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-02-28 00:00:00", "closed": null, "received": "2024-02-28 02:53:00", "resolved": "2024-03-02 00:00:00", "escalated": null, "first_reminder": "2024-02-29 00:00:00" }, "imported_at": "2026-04-13T21:59:19.614715", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2240", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2240 } } }, { "model": "complaints.complaint", "pk": "2d2d89b1-e706-494f-b3ef-f890d5f20ab5", "fields": { "created_at": "2025-04-15T15:41:00Z", "updated_at": "2026-04-13T19:01:47.421Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره دعد قرقوط", "expected_result": "", "reference_number": "CMP-2025-04-4018", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was upset with the doctor's attitude and the lack of sufficient answers to her questions", "description": "The patient was upset with the doctor's attitude and the lack of sufficient answers to her questions\n\n[Arabic]:\nانزعاج المريضه من اسلوب الدكتوره وعدم اعطائها الجواب الكافي لااسئلتئها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-17T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-15T15:41:00Z", "explanation_received_at": "2025-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4018, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "2d6277b3-97df-4729-8dce-ca3cf3798c00", "fields": { "created_at": "2025-08-30T17:19:00Z", "updated_at": "2026-04-13T19:02:37.509Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الجراحة العامة ", "expected_result": "", "reference_number": "CMP-2025-08-4703", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the removal of the patient’s IV cannula, The cannula was removed without prior consultation. When I\ninquired about the reason, the nursing staff stated that it was removed because the patient was to\nreceive oral medications instead , I clarified that the cannula should not have been removed at this\nstage , The staff then apologized and explained that there had been a mix-up between our room and\n.room 5163\n", "description": "the removal of the patient’s IV cannula, The cannula was removed without prior consultation. When I\ninquired about the reason, the nursing staff stated that it was removed because the patient was to\nreceive oral medications instead , I clarified that the cannula should not have been removed at this\nstage , The staff then apologized and explained that there had been a mix-up between our room and\n.room 5163\n\n\n[Arabic]:\nإزالة القنية الوريدية للمريضة. أُزيلت القنية دون استشارة مسبقة. عندما استفسرتُ عن السبب، أفاد طاقم التمريض بأنها أُزيلت لأن المريضة ستتلقى أدوية فموية. أوضحتُ أنه ما كان ينبغي إزالة القنية في هذه المرحلة. ثم اعتذر الطاقم وأوضحوا وجود خلط بين غرفتنا والغرفة 5163.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-01T17:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-30T17:19:00Z", "explanation_received_at": "2025-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4703, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "2d7ef6ad-758a-46f6-a698-4c099c12e3f0", "fields": { "created_at": "2023-01-12T12:00:00Z", "updated_at": "2026-04-13T18:56:54.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0770", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Giving the patient the attention they deserve and the required service from all staff and the hospital as a whole, as is proper and in accordance with legal procedures.", "description": "Giving the patient the attention they deserve and the required service from all staff and the hospital as a whole, as is proper and in accordance with legal procedures.\n\n[Arabic]:\nاعطاء المريض الاهتمام الذي يستحقه والخدمه المطلوب من كل العاملين والمستشفى ككل كما ينبغي وحسب الاجراءات القانونيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-11T21:00:00Z", "due_at": "2023-01-14T12:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-20T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30123335, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": ".3.Quality of Care", "classification": "1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-01-12 00:00:00", "closed": "2023-01-21 00:00:00", "received": "2023-01-12 15:00:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.973509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0770", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 770 } } }, { "model": "complaints.complaint", "pk": "2da16da2-521f-4f84-9a13-eea5d2c40672", "fields": { "created_at": "2023-09-26T11:35:00Z", "updated_at": "2026-04-13T18:58:20.965Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1657", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I was informed about the payment and the appointment; it was the patient's first follow-up appointment, noting that the patient was referred by the Ministry of Health.", "description": " I was informed about the payment and the appointment; it was the patient's first follow-up appointment, noting that the patient was referred by the Ministry of Health.\n\n[Arabic]:\n تم افادتي بالدفع والموعد كان اول مراجعه للمريضه علما ان المريضه محوله من قبل وزارة الصحه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-28T11:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30288078, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-26 14:35:00", "resolved": "2023-09-28 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.962921", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1657", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1657 } } }, { "model": "complaints.complaint", "pk": "2de1d8f0-c747-4228-989c-c5507c48a3e5", "fields": { "created_at": "2024-07-11T13:03:00Z", "updated_at": "2026-04-13T19:00:06.037Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2672", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's style is neither good nor professional, and she wants to conduct the largest number of tests even when the problem is clear. Moreover, her tone and looks show a lack of belief in what the patient says, and this is the most important thing a patient needs when going to a clinic.", "description": "The doctor's style is neither good nor professional, and she wants to conduct the largest number of tests even when the problem is clear. Moreover, her tone and looks show a lack of belief in what the patient says, and this is the most important thing a patient needs when going to a clinic.\n\n[Arabic]:\nاسلوب الدكتوره غير جيد ولا احترافي وترغب باجراء اكبر عدد من التحاليل حتى مع وضوح المشكله ، غير ان النبره والنظرات تظهر بطريقه بعدم تصديق لكلام المريض وهذا اهم مايحتاجه المراجع عند الذهاب لعياده .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-19T21:00:00Z", "due_at": "2024-07-13T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-19T21:00:00Z", "explanation_received_at": "2024-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30289315, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-07-20 00:00:00", "closed": null, "received": "2024-07-11 16:03:00", "resolved": "2024-07-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.030374", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2672", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2672 } } }, { "model": "complaints.complaint", "pk": "2df2711d-b519-4661-bc57-6ee992c94a21", "fields": { "created_at": "2024-01-14T09:44:00Z", "updated_at": "2026-04-13T18:59:07.118Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SARAH KHALIFAH BIN MOKLEF ALANAZI", "expected_result": "", "reference_number": "CMP-2024-01-2069", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "762d072a-3f9f-459b-8159-7ea35c7aa804", "staff": "24a388f3-69d9-4cbe-ba89-28412ee2e01c", "title": "I attended the Emergency Department and requested the presence of the person in charge. Ms. Sarah from the admission office came, and a discussion took place regarding the clauses that I was supposed to sign. During the discussion, the employee raised her voice, and when I asked for further clarification, there was no response, and I was simply told to sign. She then left without completing the discussion, showing disrespect and behaving in an inappropriate manner.", "description": "I attended the Emergency Department and requested the presence of the person in charge. Ms. Sarah from the admission office came, and a discussion took place regarding the clauses that I was supposed to sign. During the discussion, the employee raised her voice, and when I asked for further clarification, there was no response, and I was simply told to sign. She then left without completing the discussion, showing disrespect and behaving in an inappropriate manner.\n\n[Arabic]:\nتم حضور لقسم الطوارئ وتم طلب حضور المسؤل وحضرت الموظفه ساره من مكتب التنويم وتم النقاش فيما يخص البنود المفترض ان يتم التوقيع عليها من قبلي وبعد النقااش تم رفع الصوت من قبل الموظفة وعند سؤالي وطلب التوضيح اكثر لم يتم التجاوب ويتم ابلاغي بالتوقيع فقط ومن ثم تم خروجها بدون اكمال النقاش وعدم احترامي والتعامل بطريقة غير لائقه من قبل الموظفة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-13T21:00:00Z", "due_at": "2024-01-16T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-15T21:00:00Z", "second_reminder_sent_at": "2024-01-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-13T21:00:00Z", "explanation_received_at": "2024-01-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30071173, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-01-14 00:00:00", "closed": null, "received": "2024-01-14 12:44:00", "resolved": "2024-01-22 00:00:00", "escalated": null, "first_reminder": "2024-01-16 00:00:00" }, "imported_at": "2026-04-13T21:59:07.104657", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2069", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "مكتب التنويم", "main": "الإداري" }, "original_complaint_num": 2069 } } }, { "model": "complaints.complaint", "pk": "2df52db4-0272-469d-ab48-807e2e0443c3", "fields": { "created_at": "2023-03-23T11:08:00Z", "updated_at": "2026-04-13T18:57:19.013Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2023-03-1082", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After the doctor finished diagnosing me, he asked me to do some tests and analyses. After doing them and returning to the clinic, I was told that the medicines were not available at the hospital pharmacy. I was asked to write the prescription to bring them from outside the hospital or to write an alternative, but this was refused, and I was expelled from the clinic and security was called. Note that I went to another doctor to get the medicines and there was no problem like what happened with Dr", "description": "After the doctor finished diagnosing me, he asked me to do some tests and analyses. After doing them and returning to the clinic, I was told that the medicines were not available at the hospital pharmacy. I was asked to write the prescription to bring them from outside the hospital or to write an alternative, but this was refused, and I was expelled from the clinic and security was called. Note that I went to another doctor to get the medicines and there was no problem like what happened with Dr. Youssef Al-Nimrawi.\n\n\n[Arabic]:\n بعد الانتهاء من تشخيص الطبيب طلب مني عمل بعض الفحوصات والتحاليل وبعد القيام بها والعوده للعياده تم اخباري بعدم وجود الادوية لدى صيدلية المستشفى وتم طلب كتابة الوصفه لاحضارها من خارج المستشفى او كتابة البديل ولكن تم رفض ذلك وطردي من العياده واستدعاء الامن علما انه تم دخولي على طبيب اخر لاخذ الادوية ولم يكن هناك اي اشكاليه كم حدث مع الطبيب يوسف النمرواي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-24T21:00:00Z", "due_at": "2023-03-25T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-24T21:00:00Z", "explanation_received_at": "2023-03-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20001461, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-25 00:00:00", "closed": null, "received": "2023-03-23 14:08:00", "resolved": "2023-03-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.002394", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1082", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1082 } } }, { "model": "complaints.complaint", "pk": "2e25d45c-7c69-44ed-b0f1-fcc104703451", "fields": { "created_at": "2025-07-06T11:14:00Z", "updated_at": "2026-04-13T19:02:22.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجيه ", "expected_result": "", "reference_number": "CMP-2025-07-4420", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review indicates that she paid an amount to see the doctor for reading the test results.\n\n\n\n\n", "description": "The review indicates that she paid an amount to see the doctor for reading the test results.\n\n\n\n\n\n\n[Arabic]:\nتفيد المراجعه انها دفعت مبلغ للدخول للدكتور من اجل قراءة التحاليل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T11:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T11:14:00Z", "explanation_received_at": "2025-07-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4420, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2e4040bc-0c4b-4a2c-93c8-8ef517a2928f", "fields": { "created_at": "2023-12-20T15:19:00Z", "updated_at": "2026-04-13T18:58:55.602Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1976", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The report is unclear; we await a response.", "description": "The report is unclear; we await a response.\n\n[Arabic]:\nالبلاغ غير واضح بانتظار الرد", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T15:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305724, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": null, "received": "2023-12-20 18:19:00", "resolved": "2023-12-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.598966", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1976", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1976 } } }, { "model": "complaints.complaint", "pk": "2e4ceb94-36f9-4412-b699-2bdb2556015e", "fields": { "created_at": "2025-07-05T20:38:00Z", "updated_at": "2026-04-13T19:02:22.241Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم تنويم الجراحة", "expected_result": "", "reference_number": "CMP-2025-07-4417", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submit my complaint to whomever it may concern. Initially, after leaving the operating room, I had a clear bruise on my right hand. A day after my stay, I was discharged despite my complaints to the on-call doctor on the fifth floor about persistent pain in my left leg, my inability to move it properly, and my inability to sleep despite using the sleeping aid Rosnam. He informed me that these were normal things after the operation and did not require concern. The medications were dispensed by ", "description": "I submit my complaint to whomever it may concern. Initially, after leaving the operating room, I had a clear bruise on my right hand. A day after my stay, I was discharged despite my complaints to the on-call doctor on the fifth floor about persistent pain in my left leg, my inability to move it properly, and my inability to sleep despite using the sleeping aid Rosnam. He informed me that these were normal things after the operation and did not require concern. The medications were dispensed by the medical staff, and the on-call doctor explained to me how to take them. The medications were Silpadine effervescent tablets and Tramadol. Upon returning home, the pain continued to increase despite continuing with the prescribed treatment. On Tuesday, a sharp pain began, stronger than the previous one, and it was in the left calf muscle. When Brother Mohammed went to see the orthopedic doctor, Dr. Bader Al-Jadaan, on Tuesday to schedule a day for physical therapy, he was informed of the persistent pain and that it was in the calf muscle of the left leg. He was also informed about the prescribed medications, which did not help relieve the pain, and about the method of taking them. It turned out that the prescribed method was The on-call doctor gave me a wrong prescription. It was as follows: One pill every 8 hours. The doctor said it was one pill every 12 hours. A physical therapy appointment was scheduled. Upon arrival, we were told about the muscle pain and told to use ice to relieve it. Despite using the ice, the pain persisted. When the patient, Mishaal, could no longer tolerate it, we were taken to the emergency room. When we told them everything that had happened, we were given painkillers. Tests were performed on his left leg, and it turned out to be a blood clot in the leg, which had occurred because the hospital had not prescribed blood thinners.\n\n[Arabic]:\nبسم االله الرحمن الرحيم اقدم شكواي لمن يهمه الأمر في البدايه بعد خروجي من العمليات تم وجود كدمه واضحه\nباليد اليمنى وبعد يوم من اقامتي تم كتابة لي الخروج رغم شكواي للدكتور المناوب في الدور الخامس من ألم\nمستمر في ساقي اليسرى وعدم القدره على حركتها بشكل جيد وعدم القدره على النوم منها رغم استعمالي لدواء\nالروزنام المساعد للنوم وتم اخباري من قبله بانها أمور طبيعيه بعد العمليه ولا يستدعي القلق وتم صرف الادويه من\nقبل الطاقم الطبي وشرح لي الدكتور المناوب آلية أكلها وكانت الادويه سيلبادين فوار و ترامادول وعند العوده\nللمنزل استمرّ الألم بالازدياد رغم الاستمرار على آلية العلاج الموصوفه وبدا يوم الثلاثاء الم حاد أقوى من الذي\nقبله وكان بعضله البطه اليسرى وعند ذهاب الأخ محمد لدكتور العظام د.بدر الجدعان يوم الثلاثاء لتحديد يوم\nللعلاج الطبيعي تم إعلامه بالألم المستمر وأنه كان بعضلة البطه للساق اليسرى وتم إعلامه عن الادويه الموصوفه\nوأنها لا تساعد بتخفيف الألم وطريقة أكلها واتضح انه الطريقه المشروحه من الدكتور المناوب خاطئه وكانت\nكالتالي حبه كل ٨ ساعات وقال الدكتور أنها حبه كل ١٢ ساعه وتم تحديد موعد العلاج الطبيعي وعند الذهاب\nللعلاج الطبيعي تم إخباره عن الألم بالعضله واخبرنا بان نستعمل الثلج للتخفيف ومع استعمال الثلج استمرّ الألم\nوعند عدم استحمال المريض مشعل تم الذهاب به إلى الطوارى وعند اخبارهم بكل ما حدث تم صرف له مسكنات\nوإجراء فحوصات للساق اليسرى اتضح أنها جلطه بالساق وأنها أتت بسبب انه لم يتم صرف مسيلات للدم من قبل\nالمستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-07T20:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-05T20:38:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4417, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2e88286a-8c3d-42b7-9b49-30f41b941042", "fields": { "created_at": "2025-07-15T17:44:00Z", "updated_at": "2026-04-13T19:02:23.753Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ااستقبال المسالك البوليه ", "expected_result": "", "reference_number": "CMP-2025-07-4460", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The delay in entering the scheduled time is due to the doctor's presence in the operations.\n", "description": "The delay in entering the scheduled time is due to the doctor's presence in the operations.\n\n\n[Arabic]:\nتاخير الدخول في الموعد المحدد بسبب تواجد الدكتور في العمليات \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-17T17:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-15T17:44:00Z", "explanation_received_at": "2025-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4460, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2e8a0278-4fe0-4cb5-a4f4-d3e70465887b", "fields": { "created_at": "2025-02-08T19:58:00Z", "updated_at": "2026-04-13T19:01:24.390Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3681", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor attitude with patient and shouting", "description": "Poor attitude with patient and shouting\n\n[Arabic]:\nالتلفظ على المريض بكلام جارح و رفع الصوت", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 24, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T19:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T19:58:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3681, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "2eb5c337-b2f2-4292-859d-cd80d49cce3a", "fields": { "created_at": "2023-06-01T10:08:00Z", "updated_at": "2026-04-13T18:57:48.588Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1303", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After transferring the patient from the operating room bed to the recovery room, the two nurses asked the patient to transfer herself from the operating bed to the recovery bed while she was in pain and semi-conscious. The nurses did not assist in moving her from the operating bed to the recovery bed, which caused my mother to experience severe pain. My brother had to climb onto the bed and lift her himself. If this situation repeats with another patient who is alone, it could lead to serious co", "description": "After transferring the patient from the operating room bed to the recovery room, the two nurses asked the patient to transfer herself from the operating bed to the recovery bed while she was in pain and semi-conscious. The nurses did not assist in moving her from the operating bed to the recovery bed, which caused my mother to experience severe pain. My brother had to climb onto the bed and lift her himself. If this situation repeats with another patient who is alone, it could lead to serious consequences due to this negligence.\n\n[Arabic]:\nبعد نقل المريضة من غرفة العمليات على سرير العمليات الى غرفة التنويم، قامتا الممرضتين بطلب المريضة نقل\nنفسها من سرير العمليات الى سرير التنويم وهي في حالة من الالم وفقدان الوعي، ولم يتم نقلها من سرير العمليات\nالى سرير التنويم من قبل الممرضات، ادى ذلك الى تعرض المريضة( والدتي) للالم الشديد و اضطرار اخي الى\nالصعود على السرير و حملها بيديه الى السرير، في حال تكرار هذا الموقف مع مريضة وحيده اعلنت اكثر من\nوالدتي جراء هذا الاهمال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-03T21:00:00Z", "due_at": "2023-06-03T10:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-09T21:00:00Z", "second_reminder_sent_at": "2023-06-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30228670, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-06-04 00:00:00", "closed": "2023-07-08 00:00:00", "received": "2023-06-01 13:08:00", "resolved": null, "escalated": null, "first_reminder": "2023-06-10 00:00:00" }, "imported_at": "2026-04-13T21:57:48.581395", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1303", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم العمليات", "main": "التمريض" }, "original_complaint_num": 1303 } } }, { "model": "complaints.complaint", "pk": "2eeb756b-3c78-4a6f-b0f4-e2ee4e836bb9", "fields": { "created_at": "2025-12-09T15:07:00Z", "updated_at": "2026-04-13T19:03:24.430Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SADOUN ALAQEEL", "expected_result": "", "reference_number": "CMP-2025-12-5445", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request is submitted each time, but is rejected on the grounds that the doctor and hospital did not comply with the codes and requirements stipulated by the insurance company.", "description": "The request is submitted each time, but is rejected on the grounds that the doctor and hospital did not comply with the codes and requirements stipulated by the insurance company.\n\n[Arabic]:\nيتم رفع الطلب في كل مرة، ولكن يعود بالرفض بحجة أن الطبيب والمستشفى لم يلتزموا بالأكواد والمتطلبات المطلوبة من قبل شركة التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-11T15:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-09T15:07:00Z", "explanation_received_at": "2025-12-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5445, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "2ef2a85d-53b1-46aa-aacf-8d85105e14cb", "fields": { "created_at": "2025-04-06T10:03:00Z", "updated_at": "2026-04-13T19:01:46.554Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عبداللع العزام ", "expected_result": "", "reference_number": "CMP-2025-04-3969", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "عدم التعاون من قبل مدير العيادات ", "description": "عدم التعاون من قبل مدير العيادات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-08T10:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-06T10:03:00Z", "explanation_received_at": "2025-04-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3969, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "2f06cc4d-afdf-4cec-94eb-1482749a9f0a", "fields": { "created_at": "2025-07-06T11:45:00Z", "updated_at": "2026-04-13T19:02:22.434Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-07-4422", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review indicates that the service request was not properly submitted to the insurance.\n\n\n\n\n\n", "description": "The review indicates that the service request was not properly submitted to the insurance.\n\n\n\n\n\n\n\n[Arabic]:\nتفيد المراجعه لم يتم رفع طلب الخدمه بشكل كافي للتامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T11:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T11:45:00Z", "explanation_received_at": "2025-07-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4422, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "2f080306-3915-4470-a59c-0017540bd408", "fields": { "created_at": "2025-08-10T17:59:00Z", "updated_at": "2026-04-13T19:02:34.926Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اسثقبال العيادات الخارجيه ", "expected_result": "", "reference_number": "CMP-2025-08-4596", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that the service was not provided due to lack of insurance coverage, while he confirms that he does have valid insurance.\"", "description": "\"The patient states that the service was not provided due to lack of insurance coverage, while he confirms that he does have valid insurance.\"\n\n[Arabic]:\nيفيد المراجع لم يتم تقديم الخدمه لعدم تغطية التامين ويفيد بان لديه تامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-12T17:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-10T17:59:00Z", "explanation_received_at": "2025-08-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4596, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "2f0a01ea-3b45-493b-b45b-3ce0042892f4", "fields": { "created_at": "2025-10-01T15:56:00Z", "updated_at": "2026-04-13T19:02:59.519Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NADA ALANAZI", "expected_result": "", "reference_number": "CMP-2025-10-4988", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Wednesday, at 2:25 p.m., I entered the department. There was a Filipino employee serving a customer at her desk, and an elderly man was sitting in the chair. I stood in the designated waiting area and noticed a number of Saudi female employees in their offices, without any apparent preoccupation except for one employee on the left who was explaining something to a Filipino employee. I waited for a long time without any of the employees offering to help me, despite the fact that it was clear t", "description": "On Wednesday, at 2:25 p.m., I entered the department. There was a Filipino employee serving a customer at her desk, and an elderly man was sitting in the chair. I stood in the designated waiting area and noticed a number of Saudi female employees in their offices, without any apparent preoccupation except for one employee on the left who was explaining something to a Filipino employee. I waited for a long time without any of the employees offering to help me, despite the fact that it was clear that the Filipino employee was busy and that there was pressure on her services. Instead of distributing roles and easing the burden on her, all the employees ignored me. Other clients were received after me and served immediately. After everyone had finished, I was finally called. When I approached the employee, I expressed my surprise and resentment at this behavior, and explained to her that it was unacceptable to ignore the client in this manner, especially since I had been standing clearly for a long time. When she called me, I said to her: “Are you pointing at me?” She responded in a provocative tone: “No, I didn’t point at you. I called you with my eyes!” This expression carried a lot of contempt and disrespect. I was surprised by her response and said, \"How could you say that? It's as if you mean you don't see anything in me!\" Which I considered a lack of respect for me as a customer. Later, I noticed that she started trying to turn the situation around on me, suggesting that I had verbally attacked her, as if she was trying to exploit the situation in a way that made her appear the victim, perhaps to justify her behavior or to protect herself professionally. Then I said to her, \"I am evaluating you,\" and she responded indifferently, \"It's okay, evaluate me!\" I told her, \"Instead of this approach, at least try to satisfy the customer. Apologize, say you weren't paying attention, or that you didn't see me, and I would be satisfied at that.\" However, she showed no interest in calming the situation or apologizing, but rather went further with her inappropriate responses, unfortunately. The employee's response was unprofessional, as she said, \"It's not my job to call you, you should have come!\" She also denied that she had ever referred to me or called me before. This response clearly shows contempt for the reviewer and displays a lack of respect and indifference. When I asked her to apologize, she refused, saying, \"Evaluate me or I'll file a complaint.\" I want to take appropriate action.\n\n[Arabic]:\nيوم الاربعاء وفي تمام الساعة 2:25 ظهرًا، دخلت إلى القسم وكان هناك مكتب لموظفة فلبينية تقوم بخدمة أحد المراجعين، وكان يجلس على الكرسي شخص كبير في السن. وقفتُ في المكان المخصص للانتظار، ولاحظت وجود عدد من الموظفات السعوديات في مكاتبهن، دون أي انشغال ظاهر سوى موظفة واحدة على اليسار كانت تشرح أمرًا ما لموظفة فلبينية انتظرتُ فترة طويلة دون أن يعرض عليّ أي أحد من الموظفات تقديم المساعدة، رغم وضوح أن الموظفة الفلبينية كانت مشغولة، وأن هناك ضغطًا على خدماتها وبدلاً من توزيع الأدوار وتخفيف العبء عنها، تجاهلتني جميع الموظفات، وتم استقبال مراجعين آخرين بعدي وتقديم الخدمة لهم فورًا وبعد الانتهاء من الجميع، تم مناداتي أخيرًا وعند توجهي للموظفة أبديت استغرابي وعتبي على هذا التصرف، وأوضحت لها أنه من غير المقبول تجاهل المراجع بهذه الطريقة، خصوصًا وأنني كنت واقفة بوضوح منذ فترة طويلة وعند مناداتها لي، قلت لها: \"تأشّرين لي؟\"، فأجابت بنبرة مستفزة: \"لا، ما أشّرت لك، أنا ناديتك بعيني!\"، في تعبير يحمل الكثير من الاستهانة وعدم الاحترام. استغربتُ ردّها، وقلت لها: \"كيف تقولين كذا ؟ كأنك تقصدين إنك ما تشوفيني شيء !\"، وهو ما اعتبرته تقليلًا من احترامي كمراجعة بعدها، لاحظت أنها بدأت تحاول قلب الموقف عليّ، بالإيحاء بأني تهجّمت عليها لفظيًا، وكأنها تحاول استغلال الموقف بشكل يوحي بأنها الضحية، ربما لتبرير تصرفها أو لتحمي نفسها مهنيًا عندها قلت لها: \"أنا بقيمك\"، فردت باستهتار: \"عادي قيّمي!\"، فقلت لها: \"بدلًا من هذا الأسلوب، حاولي على الأقل إرضاء العميل، اعتذري، قولي ما كنت منتبهة، أو ما شفتك، وأنا وقتها من نفسي برضى\". لكنها لم تُبدِ أي حرص على تهدئة الموقف أو الاعتذار، بل تمادت في ردودها غير اللائقة للأسف، رد الموظفة لم يكن مهنيًا، حيث قالت: \"مو من واجبي أجي أناديك، كان جيتي!\"، كما أنكرت أنها أشارت إليّ أو نادتني من قبل. هذا الرد يحمل في طيّاته استهانة واضحة بالمراجع، ويُظهر عدم احترام ولا مبالاة. وعندما طالبتها بالاعتذار رفضت، وقالت: \"عادي قيمي أو اشتكي\"، وعليها اريد اتخاذ الإجراءات المناسبة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-03T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-01T15:56:00Z", "explanation_received_at": "2025-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4988, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "2fab798f-80d7-4820-b4fd-6eb494cac590", "fields": { "created_at": "2022-10-24T10:38:00Z", "updated_at": "2026-04-13T18:56:20.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0441", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Tests were conducted to obtain residency, and it became clear after a week of conducting the tests that the system was down and it was not possible to link the analyses and send them to the passports.", "description": "Tests were conducted to obtain residency, and it became clear after a week of conducting the tests that the system was down and it was not possible to link the analyses and send them to the passports.\n\n[Arabic]:\nتم عمل فحوصات لاستخراج الاقامة واتضح بعد اسبوع من عمل الفحوصات بان النظام معطل ولا يمكن ربط التحاليل وارسالها للجوازات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-23T21:00:00Z", "due_at": "2022-10-26T10:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-23T21:00:00Z", "explanation_received_at": "2022-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-23T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30228438, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2022-10-24 00:00:00", "closed": null, "received": "2022-10-24 13:38:00", "resolved": "2022-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.973315", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0441", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 441 } } }, { "model": "complaints.complaint", "pk": "2fb03fb3-3912-423e-89ad-591a9d9217b6", "fields": { "created_at": "2022-12-13T06:41:00Z", "updated_at": "2026-04-13T18:56:43.646Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0658", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurses were dismissive and laughed because I cried when they gave me injections and inserted a cannula!!", "description": "The nurses were dismissive and laughed because I cried when they gave me injections and inserted a cannula!!\n\n[Arabic]:\n استهتار الممرضات والضحك بسبب بكائي عند حقن الابر وتركيب الكانيولا !!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-15T06:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "لا أعرف", "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional Support", "classification": "6.1.1.Inadequate emotional support" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-13 09:41:00", "resolved": "2022-12-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:43.642174", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0658", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 658 } } }, { "model": "complaints.complaint", "pk": "2fceb3ae-708f-47a8-b1b7-0e82e318112b", "fields": { "created_at": "2025-02-03T09:56:00Z", "updated_at": "2026-04-13T19:01:23.533Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "خالد العتيبي ", "expected_result": "", "reference_number": "CMP-2025-02-3651", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"I am dissatisfied with the service provided and request the necessary actions to be taken regarding this behavior, as I believe this treatment does not reflect the professionalism required in the healthcare field. If no action is taken, I will be forced to escalate the complaint and contact the Ministry of Health to take the necessary steps.\"\n\n", "description": "\"I am dissatisfied with the service provided and request the necessary actions to be taken regarding this behavior, as I believe this treatment does not reflect the professionalism required in the healthcare field. If no action is taken, I will be forced to escalate the complaint and contact the Ministry of Health to take the necessary steps.\"\n\n\n\n[Arabic]:\nإنني غير راضٍ عن الخدمة المقدمة وأطلب اتخاذ الإجراءات اللازمة تجاه هذا التصرف، حيث إنني أرى أن هذا التعامل لا يعكس المهنية المطلوبة في المجال الصحي. وفي حال عدم اتخاذ أي إجراء، سأضطر إلى تصعيد الشكوى والتواصل مع وزارة الصحة لاتخاذ اللازم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-05T09:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-03T09:56:00Z", "explanation_received_at": "2025-02-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3651, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "2fd40445-8808-4cbf-bdef-10f4f5c89359", "fields": { "created_at": "2025-04-21T12:35:00Z", "updated_at": "2026-04-13T19:01:48.195Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "حصة المالك", "expected_result": "", "reference_number": "CMP-2025-04-4056", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient mistreatment during blood draws", "description": "Patient mistreatment during blood draws\n\n[Arabic]:\nسود المعاملة عند سحب الدم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T12:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T12:35:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4056, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "2ff63c32-5879-4ec3-b8f0-14b541d27fb1", "fields": { "created_at": "2024-09-24T11:39:00Z", "updated_at": "2026-04-13T19:00:28.784Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2951", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was hospitalized, and we contacted Dr. Nashwa by phone after informing the nurse that my father was feeling dizzy. She did not come to see him, and the communication was only through the nurse. The test results and possible causes of his fatigue were not explained to us; instead, we were discharged.", "description": "My father was hospitalized, and we contacted Dr. Nashwa by phone after informing the nurse that my father was feeling dizzy. She did not come to see him, and the communication was only through the nurse. The test results and possible causes of his fatigue were not explained to us; instead, we were discharged.\n\n[Arabic]:\nكان والدي في التنويم و تم التواصل مع الدكتورة نشوى عن طريق التيليفون بعد ابلاغ الممرضة ان والدي يشعر بدوخه ولم تأتي للمريض علماً بان التواصل كان فقط عن طريق الممرضه لم يتم شرح نتائج التحليل لنا ولا اسباب التعب المحتملة بل كتب لنا خروج ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-24T21:00:00Z", "due_at": "2024-09-26T11:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-27T21:00:00Z", "second_reminder_sent_at": "2024-09-27T21:00:00Z", "escalated_at": "2024-09-27T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 959034, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-09-25 00:00:00", "closed": null, "received": "2024-09-24 14:39:00", "resolved": null, "escalated": "2024-09-28 00:00:00", "first_reminder": "2024-09-28 00:00:00" }, "imported_at": "2026-04-13T22:00:28.782029", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2951", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 2951 } } }, { "model": "complaints.complaint", "pk": "3044cba9-150f-4f29-9661-340eb249f1c9", "fields": { "created_at": "2023-03-24T13:18:00Z", "updated_at": "2026-04-13T18:57:19.168Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1085", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son was admitted to the emergency room where his condition was assessed and I was informed upon discharge that if his condition did not improve, I should return to the emergency room. We returned to the emergency room after several hours, but when conducting the tests, I was asked to pay the 100% co-payment, knowing that on my first visit I paid the full 100 riyals co-payment.\n", "description": "My son was admitted to the emergency room where his condition was assessed and I was informed upon discharge that if his condition did not improve, I should return to the emergency room. We returned to the emergency room after several hours, but when conducting the tests, I was asked to pay the 100% co-payment, knowing that on my first visit I paid the full 100 riyals co-payment.\n\n\n[Arabic]:\n تم دخول ابني للطوارئ حيث تم مباشرة حالته وابلاغي عند الخروج في حال عدم تحسن حالته العودة مرة اخرى الى الطوارئ ، تم عوتنا الى الطوارئ بعد عدة ساعات ولكن عند اجراء التحاليل تم الطلب مني دفع مبلغ نسبة التحمل 100 مع العلم ان زيارتي الاولى تم دفع 100 ريال نسبة التحمل كاملة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-27T21:00:00Z", "due_at": "2023-03-26T13:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30259945, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-03-28 00:00:00", "closed": null, "received": "2023-03-24 16:18:00", "resolved": "2023-03-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.158390", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1085", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1085 } } }, { "model": "complaints.complaint", "pk": "304bd6b3-532d-4bf6-9ea9-bf2f04b752c5", "fields": { "created_at": "2023-02-09T13:38:00Z", "updated_at": "2026-04-13T18:57:05.979Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0893", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child suffers from malabsorption and milk allergy. Since the age of 3 months, the child has been on (DUO NAN) milk, and the hospital used to prescribe milk for children from 3 months to 11 months (see attached old reports).After that, the hospital ran out of milk, and when an external transfer was made, the insurance company refused to provide milk, claiming there were no previous orders for it. The hospital was not sending the type of milk to the insurance company or even any reports to them", "description": "My child suffers from malabsorption and milk allergy. Since the age of 3 months, the child has been on (DUO NAN) milk, and the hospital used to prescribe milk for children from 3 months to 11 months (see attached old reports).After that, the hospital ran out of milk, and when an external transfer was made, the insurance company refused to provide milk, claiming there were no previous orders for it. The hospital was not sending the type of milk to the insurance company or even any reports to them.The boy is now in a deplorable state of malabsorption, allergies, colic, and diarrhea. Blood and stool tests were performed (on January 31, 2023), but the results were not sent to the insurance company by the hospital, and the insurance company continues to refuse, claiming it is unnecessary. Why should the patient...The health center's errors are covered by insurance. My son is unwell because of this. Please help. Attached are the child's available reports, including previous milk prescriptions and old milk allergy tests.\n\n[Arabic]:\nيعاني طفلي من سوء امتصاص الغذاء و حساسيھ الحليب .. الطفل من عمر 3 اشهر استقر على حليب (DUO NAN (و\nكانت المستشفى تصرف حليب للطفل من عمرالثلاث اشهر الى عمر 11 شهر(موجود في التقارير القديمھ المرفقھ) و\nبعدها نفذ الحليب من المستشفى و عند التحويل الخارجي اصبح التأمين يرفض صرف الحليب بحجھ عدم وجود اي\nطلبات سابقھ الحليب .. وكانت المشفى لا ترسل نوعيھ الحليب الى التأمين او حتى ارسال تقارير الى التأمين .. والان الولد\nفي حالھ يرثى لها من سوء الامتصاص والحساسيھ و المغص و الاسهال .. تم عمل فحص للدم و البراز(في 31 يناير 2023)\nولم يتم ارسالھ الى التأمين ايضا من المشفى و التامين يستمر بالرفض بحجھ عدم الحاجھ ...لماذا يجب على المريض\nتحمل اخطاء المركز الصحي مع التامين.. الولد تعبان بهذا السبب يرجى المساعده .. مرفق تقارير الطفل المتوفره من\nصرف الحليب السابق والتحاليل القديمھ للحساسيھ الحليب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-08T21:00:00Z", "due_at": "2023-02-11T13:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-08T21:00:00Z", "explanation_received_at": "2023-02-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-10T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30190914, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-02-09 00:00:00", "closed": null, "received": "2023-02-09 16:38:00", "resolved": "2023-02-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.971018", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0893", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 893 } } }, { "model": "complaints.complaint", "pk": "30537af9-0689-4e91-9b12-2a2ebc645f0b", "fields": { "created_at": "2023-09-11T17:07:00Z", "updated_at": "2026-04-13T18:58:19.402Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1596", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I was informed by the receptionist that my private insurance does not cover the hospital. I asked him to confirm, but he refused. After insistence, he checked and informed me that I do not have insurance. He told me to pay in cash, and because I was in a hurry, I paid. After the visit, I contacted your insurance department, and they informed me that the insurance does cover it and there is no problem, contrary to what the receptionist told me.", "description": " I was informed by the receptionist that my private insurance does not cover the hospital. I asked him to confirm, but he refused. After insistence, he checked and informed me that I do not have insurance. He told me to pay in cash, and because I was in a hurry, I paid. After the visit, I contacted your insurance department, and they informed me that the insurance does cover it and there is no problem, contrary to what the receptionist told me.\n\n[Arabic]:\n تم ابلاغي من قبل موظف الاستقبال بان التامين الخاص لي لا يشمله المستشفى وقمت بطلب التاكد منه ورفض وبعد الاصرار قام بالتاكد وابلغني بعدم وجود تامين لدي وابلغني بالدفع كاش ولاني في عجله من امري دفعت وتم التواصل مع قسم التامين لديكم بعد الزياره وابلغني بان التامين يشمل ولا يوجد اي مشكله عكس ماتم اخباري به من قبل الموظف في الاستقبال . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-11T21:00:00Z", "due_at": "2023-09-13T17:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-11T21:00:00Z", "explanation_received_at": "2023-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-09-12 00:00:00", "closed": " ", "received": "2023-09-11 20:07:00", "resolved": "2023-09-12 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.397290", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1596", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1596 } } }, { "model": "complaints.complaint", "pk": "30599e5a-f33a-459a-b990-612c607e8aef", "fields": { "created_at": "2022-10-26T12:28:00Z", "updated_at": "2026-04-13T18:56:21.552Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8883-SAAD SALEH ALOLAYAN ", "expected_result": "", "reference_number": "CMP-2022-10-0442", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the clinic on October 19, 2022, and the doctor did not treat me well. In addition, I brought the results of the X-rays with me, but they were not read by the doctor, as I was diagnosed without requesting any procedures.", "description": "I visited the clinic on October 19, 2022, and the doctor did not treat me well. In addition, I brought the results of the X-rays with me, but they were not read by the doctor, as I was diagnosed without requesting any procedures.\n\n[Arabic]:\nتم زيارتي للعيادة بتاريخ 19 اكتوبر 2022م ولم يتعامل الطبيب بشكل جيد معي بالاضافة الى تم احضار نتائج الاشعة معي ولكن لم يتم قراءتها من قبل الطبيب حيث تم تشخيصي بدون طلب اي اجراءات . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-25T21:00:00Z", "due_at": "2022-10-28T12:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-25T21:00:00Z", "explanation_received_at": "2022-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30229207, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-10-26 00:00:00", "closed": null, "received": "2022-10-26 15:28:00", "resolved": "2022-10-29 00:00:00", "escalated": null, "first_reminder": "2022-10-27 00:00:00" }, "imported_at": "2026-04-13T21:56:21.544119", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0442", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 442 } } }, { "model": "complaints.complaint", "pk": "3076d52e-f1a8-4c48-9f7c-621cd8b9ba67", "fields": { "created_at": "2024-01-06T18:21:00Z", "updated_at": "2026-04-13T18:59:06.125Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ELHAM EBRAHIM AHMED MANSOUR", "expected_result": "", "reference_number": "CMP-2024-01-2051", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "bda0ddd9-858e-49a8-aec6-32203f171297", "title": "My appointment was at 6:50 PM, and I waited until 9:00 PM before finally being seen at the clinic. When I inquired about the delay, I was told the system was down. If the system was down, why wasn't I informed? It's illogical to wait two hours. Upon contacting the clinic administration and reception, I was told there was no problem. Furthermore, the doctor's attitude was unacceptable; she told me, \"If you don't like it, don't come back and go to another clinic!\"", "description": "My appointment was at 6:50 PM, and I waited until 9:00 PM before finally being seen at the clinic. When I inquired about the delay, I was told the system was down. If the system was down, why wasn't I informed? It's illogical to wait two hours. Upon contacting the clinic administration and reception, I was told there was no problem. Furthermore, the doctor's attitude was unacceptable; she told me, \"If you don't like it, don't come back and go to another clinic!\"\n\n[Arabic]:\n كان موعدي ساعه 6:50 م وانتظرت حتى ساعه 9 حتى تم دخولي على العيادة وعند السؤال عن سبب التأخير تمت\nالإجابة انه النظام متعطل ما دام النظام متعطل لماذا لم يتم اخباري حيث ليس من المنطق ان انتظر لمدة ساعتين وعند\nمراجعة ادارة العيادات والاستقبال تم اخباري عدم وجود عطل كما أنا اسلوب الدكتورة لم يكن مناسب\nحيث تم الرد علي إذا مش عاجبك لا ترجعي علي وروحي على عيادة ثانيه!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-08T18:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-08T21:00:00Z", "second_reminder_sent_at": "2024-01-10T21:00:00Z", "escalated_at": "2024-01-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": "2024-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-25T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30074927, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": null, "received": "2024-01-06 21:21:00", "resolved": "2024-06-26 00:00:00", "escalated": "2024-01-17 00:00:00", "first_reminder": "2024-01-09 00:00:00" }, "imported_at": "2026-04-13T21:59:06.113307", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2051", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2051 } } }, { "model": "complaints.complaint", "pk": "307c95b2-7f37-4275-9dd1-09caf4c282dc", "fields": { "created_at": "2023-02-13T09:33:00Z", "updated_at": "2026-04-13T18:57:06.386Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HAGIR ASIM ABDELMONEINIM HUSSEIN", "expected_result": "", "reference_number": "CMP-2023-02-0898", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": "On February 12, 2023, I went to a gynecologist for a physical examination only, and she informed me that she had no idea about my condition until she performed a physical examination.\nAfter examining me, she said she performed the cauterization procedure without my consent. My condition wasn't explained to me, nor was the treatment plan clarified. I know I have the right to know the treatment plan before it begins, and the right to consent to or refuse any procedure performed without my permissi", "description": "On February 12, 2023, I went to a gynecologist for a physical examination only, and she informed me that she had no idea about my condition until she performed a physical examination.\nAfter examining me, she said she performed the cauterization procedure without my consent. My condition wasn't explained to me, nor was the treatment plan clarified. I know I have the right to know the treatment plan before it begins, and the right to consent to or refuse any procedure performed without my permission. I don't even know what kind of cauterization was performed on me.\n\n\n[Arabic]:\nبتاريخ 12 فبراير2023م تم الدخول على طبيبة النساء لاجر لإجراء فحص فقط وابلغتني بأنھ لا يوجد لديها اي تصور\nعن حالتي حتى تقوم بالفحص الموضعي وبعد ان قامت بفحص موضعي قالت إنهاا عملت إجراء الكي بدون موافقتي ولم\nيتم شرح حالتي أو توضيح الخطھ العلاجية لي وانا اعرف أن من حقي أعرف الخطھ العلاجيھ قبل البدء بها وحقي في\nالموافقھ والرفض لأي إجراء بدون إذني وحتى لا أعرف ماهو الكي الذيم تم إجرائھ لي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-12T21:00:00Z", "due_at": "2023-02-15T09:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": "2023-02-14T21:00:00Z", "escalated_at": "2023-02-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30252389, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.3.Not involving patient in clinical decisions" }, "timeline": { "sent": "2023-02-13 00:00:00", "closed": null, "received": "2023-02-13 12:33:00", "resolved": null, "escalated": "2023-02-16 00:00:00", "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:06.380425", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0898", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 898 } } }, { "model": "complaints.complaint", "pk": "308ba439-3931-4dcc-b21c-c2c1f6af38b1", "fields": { "created_at": "2025-03-25T12:44:00Z", "updated_at": "2026-04-13T19:01:36.988Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3946", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the hospital to request a previous report related to a cesarean section performed in 2020, but the hospital refused to provide a copy of the report.", "description": "I attended the hospital to request a previous report related to a cesarean section performed in 2020, but the hospital refused to provide a copy of the report.\n\n[Arabic]:\nتم الحضور إلى المستشفى لطلب تقرير سابق يتعلق بعملية قيصرية أجريت في عام 2020، ولكن تم رفض تسليم نسخة من التقرير من قبل المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-27T12:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-25T12:44:00Z", "explanation_received_at": "2025-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3946, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "30e0acc7-d138-4891-8df5-7f6979788fc0", "fields": { "created_at": "2025-04-29T12:58:00Z", "updated_at": "2026-04-13T19:01:48.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6986Dr.GAMAL ELDIN MOSELHY ", "expected_result": "", "reference_number": "CMP-2025-04-4094", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Anal inflammation due to an error during the hemorrhoid removal surgery.", "description": "Anal inflammation due to an error during the hemorrhoid removal surgery.\n\n[Arabic]:\nخطا طبي ادا إلى اللتهاب أثناء ازالة الناسور ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-01T12:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-29T12:58:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4094, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "30faff90-3b56-4cb2-9401-2c6a2d606e89", "fields": { "created_at": "2024-08-04T09:08:00Z", "updated_at": "2026-04-13T19:00:16.180Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2775", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted under the Ministry of Health's care, and I was aware that the admission period would end on April 14th and would be extended based on the patient's report submitted by the hospital. However, the Ministry of Health responded that the extension period would end on April 20th, 2024, and I was informed of this by the attending physician, but not by the admissions department.", "description": "The patient was admitted under the Ministry of Health's care, and I was aware that the admission period would end on April 14th and would be extended based on the patient's report submitted by the hospital. However, the Ministry of Health responded that the extension period would end on April 20th, 2024, and I was informed of this by the attending physician, but not by the admissions department.\n\n[Arabic]:\nتم ادخل المريض على حساب وزار الصحه وتم وعلى علم بان فترة التنويم سوف تنتهي بتاريخ 14/4 وسوف يتم التمديد بعد تقرير المريض المرفق من قبل المستشفى علما انه تم الرد من قبل وزارة الصحه فيما يخص انتهاء فترة التمديد بتاريخ 20/4/2024 كما تم ابلاغ ي من قبل الطبيب المسؤل ولم يتم ابلاغي من قبل ادارة التنويم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-03T21:00:00Z", "due_at": "2024-08-06T09:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-03T21:00:00Z", "explanation_received_at": "2024-08-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1065751891, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-08-04 00:00:00", "closed": null, "received": "2024-08-04 12:08:00", "resolved": "2024-08-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.177195", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2775", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2775 } } }, { "model": "complaints.complaint", "pk": "31106e24-861a-4503-bdfe-b19ebef1aa09", "fields": { "created_at": "2024-11-06T10:22:00Z", "updated_at": "2026-04-13T19:00:48.847Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3124", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife underwent tests in the delivery room before waiting for insurance approval, but then the insurance company rejected the claim, and the hospital charged me for the full cost of the tests.", "description": "My wife underwent tests in the delivery room before waiting for insurance approval, but then the insurance company rejected the claim, and the hospital charged me for the full cost of the tests.\n\n[Arabic]:\nتم عمل فحوصات للزوجه ف غرفه عمليات الولاده قبل انتظار موافقه التامين ثم جاء الرفض من التامين والمستشفى حملني تكاليف الفحوصات كامله", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-05T21:00:00Z", "due_at": "2024-11-08T10:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-05T21:00:00Z", "explanation_received_at": "2024-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30343788, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-11-06 00:00:00", "closed": null, "received": "2024-11-06 13:22:00", "resolved": "2024-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.835742", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3124", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 3124 } } }, { "model": "complaints.complaint", "pk": "31159ced-14ac-4748-a1f5-89dd2122a7d8", "fields": { "created_at": "2024-08-24T15:44:00Z", "updated_at": "2026-04-13T19:00:17.997Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2836", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I arrived before my appointment, the receptionist was on a phone call for about 10 minutes. After she finished her call, I gave her my information and asked her to pay the fee and then go to the specialist's clinic. However, when the specialist arrived, she refused to see me and told me that my appointment was at 6:10 PM. I informed her that my appointment was at 6:30 PM, as the appointment was made over the phone and the calls were recorded and can be reviewed to confirm this. I also point", "description": "When I arrived before my appointment, the receptionist was on a phone call for about 10 minutes. After she finished her call, I gave her my information and asked her to pay the fee and then go to the specialist's clinic. However, when the specialist arrived, she refused to see me and told me that my appointment was at 6:10 PM. I informed her that my appointment was at 6:30 PM, as the appointment was made over the phone and the calls were recorded and can be reviewed to confirm this. I also pointed out that the receptionist was busy on the phone and did not register me immediately, even though the appointment was as I stated.\n\n[Arabic]:\nعند حضوري قبل موعدي كانت موظفة الاستقبال مشغوله بمكالمه هاتفيه لمدة 10دقائق تقريبا وبعد الانتهاء من\nمحادثتها اعطيتها بياناني وطلبت دفع المبلغ ثم التوجهة لعيادة الاخصائيه . ولكن عند حضور الاخصائية رفضت استقبالي وابلغتني ان موعدي الساعه 6.10 مساء بلغتها ان موعدي الساعه6.30 مساء حيث تم اخذ الموعد عن طريق الهاتف والمكالمات مسجله يمكن الرجوع لها للتاكد وان موظفة الاستقبال كانت مشغوله بمحادثه بالهاتف ولم تسجل دخولي على الفور حتى وان كان الموعد كما ذكرت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-26T21:00:00Z", "due_at": "2024-08-26T15:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-26T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 542999297, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.1.Appointment scheduling refusal" }, "timeline": { "sent": "2024-08-27 00:00:00", "closed": null, "received": "2024-08-24 18:44:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.992906", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2836", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 2836 } } }, { "model": "complaints.complaint", "pk": "312d92dc-4629-49b0-bba3-f2b4a27c7ebd", "fields": { "created_at": "2022-10-31T16:03:00Z", "updated_at": "2026-04-13T18:56:22.894Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0491", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was directed to receive the X-rays on October 31, 2022, where the X-ray employee raised his voice and was not polite in his speech and uttered several offensive words to him before they were offensive to the facility or its visitors. He spoke in a manner that was not polite and far from good treatment of the visitor, as the employee was hiding the bill with him and refused to hand it over on the designated shelf, which led to a delay in my entry. When I inquired with him, he said that the pape", "description": "I was directed to receive the X-rays on October 31, 2022, where the X-ray employee raised his voice and was not polite in his speech and uttered several offensive words to him before they were offensive to the facility or its visitors. He spoke in a manner that was not polite and far from good treatment of the visitor, as the employee was hiding the bill with him and refused to hand it over on the designated shelf, which led to a delay in my entry. When I inquired with him, he said that the paper was with the nurses, and when I asked them, they informed me that they had not received the bill.\n\n[Arabic]:\nتم توجهي لاستقبال الاشعة بتاريخ 31 اكتوبر 2022م حيث تم رفع صوت موظف الاشعة وعدم لباقة في الحديث وتلفظ بعدة الفاظ مسيئة له قبل ان تكون مسيئة للمنشأة او مراجعها، وتحدث باسلوب خارج عن اللباقة وبعيد عن حسن التعامل مع المراجع حيث كان الموظف يخفي الفاتورة عنده ويرفض تسليمها في الرف المخصص مما ادى لتاخير دخولي ، وعند الاستفسار منه ذكر ان الورقة مع الممرضات وعند سؤالهم تم ابلاغي بعدم استلامهم للفاتوره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-31T21:00:00Z", "due_at": "2022-11-02T16:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-01T21:00:00Z", "second_reminder_sent_at": "2022-11-02T21:00:00Z", "escalated_at": "2022-11-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-31T21:00:00Z", "explanation_received_at": "2022-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1212395, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-01 00:00:00", "closed": null, "received": "2022-10-31 19:03:00", "resolved": "2022-11-29 00:00:00", "escalated": "2022-11-06 00:00:00", "first_reminder": "2022-11-02 00:00:00" }, "imported_at": "2026-04-13T21:56:22.891638", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0491", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 491 } } }, { "model": "complaints.complaint", "pk": "3168de9e-cc09-4aa9-820e-85e56b72f679", "fields": { "created_at": "2025-03-19T12:36:00Z", "updated_at": "2026-04-13T19:01:36.291Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3919", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am suffering from not being received at the hospital even though the insurance is comprehensive. They informed me that the problem is related to the hospital and the insurance. I am now affected by the service provider and the insurance company. I request support to resolve this issue.", "description": "I am suffering from not being received at the hospital even though the insurance is comprehensive. They informed me that the problem is related to the hospital and the insurance. I am now affected by the service provider and the insurance company. I request support to resolve this issue.\n\n[Arabic]:\nأعاني من عدم استقبالي في المستشفى رغم أن التأمين شامل. أفادوني بأن المشكلة تتعلق بالمستشفى والتأمين. أنا الآن متضرر من مزود الخدمة وشركة التأمين. أطلب الدعم لحل هذه المشكلة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T12:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T12:36:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3919, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "31e30a3e-6f18-4de1-a388-634c72ed90ec", "fields": { "created_at": "2023-09-13T09:07:00Z", "updated_at": "2026-04-13T18:58:19.763Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1607", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal to provide medical reports", "description": "Refusal to provide medical reports\n\n[Arabic]:\n رفض اعطاء تقارير طبيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-15T09:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-09-13T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30080193, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": "2023-09-14 00:00:00", "received": "2023-09-13 12:07:00", "resolved": " ", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.760780", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1607", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1607 } } }, { "model": "complaints.complaint", "pk": "31f8fca1-5734-40e2-9da8-ed96539907bd", "fields": { "created_at": "2023-07-27T10:21:00Z", "updated_at": "2026-04-13T18:58:00.279Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1473", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the emergency room around 5 AM on July 26, 2023. The doctor treated me poorly, stating there was nothing serious or acute. My medication was dispensed, but due to difficulty swallowing, I returned around 7 AM the same day. The doctor said I needed to be admitted for intravenous medication. Why wasn't I diagnosed correctly? Why did the doctor tell me there was nothing dangerous and discharge me without performing the necessary tests, such as blood tests, swabs, and X-rays, as th", "description": "I was admitted to the emergency room around 5 AM on July 26, 2023. The doctor treated me poorly, stating there was nothing serious or acute. My medication was dispensed, but due to difficulty swallowing, I returned around 7 AM the same day. The doctor said I needed to be admitted for intravenous medication. Why wasn't I diagnosed correctly? Why did the doctor tell me there was nothing dangerous and discharge me without performing the necessary tests, such as blood tests, swabs, and X-rays, as the other doctor did?\n\n[Arabic]:\nتم دخولي قسم الطوارئ تقريبا 5 فجرا بتاريخ 26/7/2023 معاملتي بطريق غير جيده من الدكتور لذكره عدم وجود اي شي خطير او حاد وتم صرف\nعلاجي ولكن بسبب مشكلة عدم القدره على البلع تم عودتي مره اخرى تقريبا ٧ صباح بنفس اليوم افاد الطبيب انه يجب التنويم لاخذ العلاجات بالوريد لماذا لم يتم تشخيصي بالطريقة الصحيحه ولماذا يذكر لي الطبيب انه لا يوجد شي خطر واخراجي دون عمل الفحوصات اللازمه مثل فحص الدم واخذ مسحه واشعه كما فعل الطبيب الاخر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-31T21:00:00Z", "due_at": "2023-07-29T10:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-31T21:00:00Z", "explanation_received_at": "2023-07-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30089346, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-08-01 00:00:00", "closed": null, "received": "2023-07-27 13:21:00", "resolved": "2023-07-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.275733", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1473", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1473 } } }, { "model": "complaints.complaint", "pk": "32351f71-7d46-4fb6-a081-5f6a8c09f01d", "fields": { "created_at": "2025-02-27T14:42:00Z", "updated_at": "2026-04-13T19:01:26.242Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "صقر", "expected_result": "", "reference_number": "CMP-2025-02-3814", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "COMPLAINT THE SLOW SERVICE AND THE ATTITUDE OF AN OPD RECEPTIONAIST", "description": "COMPLAINT THE SLOW SERVICE AND THE ATTITUDE OF AN OPD RECEPTIONAIST\n\n[Arabic]:\nيشتكي من مماطلة واسلوب موظف استقبال", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-01T14:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-27T14:42:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3814, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "323ceb36-01db-4374-aa43-0670cc11b1e3", "fields": { "created_at": "2025-12-13T15:03:00Z", "updated_at": "2026-04-13T19:03:24.633Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5463", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment on December 4th was canceled 15 minutes before it was due to an emergency with the doctor. We agreed in a subsequent call to reschedule it for December 10th or 11th, but I wasn't contacted or given an alternative appointment. I had to send a reminder via WhatsApp on December 11th.\n\nThe alternative appointment wasn't properly scheduled, and my need for a refill of my prescription wasn't taken into account. I was also given an appointment for December 13th, but upon arrival, I was s", "description": "My appointment on December 4th was canceled 15 minutes before it was due to an emergency with the doctor. We agreed in a subsequent call to reschedule it for December 10th or 11th, but I wasn't contacted or given an alternative appointment. I had to send a reminder via WhatsApp on December 11th.\n\nThe alternative appointment wasn't properly scheduled, and my need for a refill of my prescription wasn't taken into account. I was also given an appointment for December 13th, but upon arrival, I was surprised to find errors in the booking and the cost. It was mistakenly marked as free because I was covered by an incorrect package/insurance, despite my repeated warnings. The error was only discovered later.\n\nFurthermore, the appointment was recorded as a regular follow-up instead of a behavioral session, despite repeated explanations. I was made to wait 25 to 30 minutes before seeing the doctor, and the apology was inadequate, and the coordination and handling were poor.\n\nPlease review the call recordings and WhatsApp messages, which document the above. I have copies saved.\n\n[Arabic]:\nتم إلغاء موعدي بتاريخ 4 ديسمبر قبل الموعد بربع ساعة بسبب ظرف طارئ للطبيب، وتم الاتفاق في مكالمة لاحقة على تأجيله إلى 10 أو 11 ديسمبر، إلا أنه لم يتم التواصل معي أو حجز موعد بديل، واضطررت للتواصل عبر الواتس اب بتاريخ 11 ديسمبر للتذكير.\n\nلم يتم تسجيل موعد بديل بشكل صحيح، ولم تتم مراعاة احتياجي لإعادة صرف الدواء. كما تم حجز موعد لي بتاريخ 13 ديسمبر، وتفاجأت عند الحضور بوجود أخطاء في تسجيل وقيمة الموعد، حيث تم اعتباره مجانيًا بالخطأ على أساس أنني ضمن بكج/تأمين غير صحيح، رغم تنبيهي لهم أكثر من مرة، ثم تبيّن الخطأ لاحقًا.\n\nإضافة إلى ذلك، تم تسجيل الموعد كجلسة متابعة عادية بدل جلسة سلوكية رغم التوضيح المتكرر، مع انتظاري من 25 إلى 30 دقيقة قبل الدخول على الطبيب، وضعف في الاعتذار وسوء في التنسيق والتعامل.\n\nأرجو مراجعة تسجيلات المكالمات ومحادثات الواتس اب التي تثبت ما سبق، ولدي نسخ محفوظة منها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-15T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-13T15:03:00Z", "explanation_received_at": "2025-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5463, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "32431e4a-40f7-4a3b-a333-8f3ec3986490", "fields": { "created_at": "2024-03-11T08:54:00Z", "updated_at": "2026-04-13T18:59:26.481Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2275", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I asked the staff member on duty in the ICU during the morning shift to inquire about the patient's discharge time, but her response was rude. She showed favoritism, cooperating with others but ignoring me. She was disrespectful and made me wait for hours, claiming she was fasting. She didn't even ask for the patient's name. Her attitude was awful, and she showed no consideration for the feelings of the patient's family.", "description": "I asked the staff member on duty in the ICU during the morning shift to inquire about the patient's discharge time, but her response was rude. She showed favoritism, cooperating with others but ignoring me. She was disrespectful and made me wait for hours, claiming she was fasting. She didn't even ask for the patient's name. Her attitude was awful, and she showed no consideration for the feelings of the patient's family.\n\n[Arabic]:\nطلبت من الموظفه الموجوده بالعنايه في الفتره الصباحيه ان تسأل عن وقت خروج المريض وكان أسلوبها سيء في الرد على الاستفسار عن المريض وعندها تميز في التعامل بين الناس تتعاون مع الغير ولا تتعاون معي وتطاولت في الرد وجعلتني انتظرها لساعات بحجة أنها جالسه صايمة لاتريد التعاون ولا حتى سألت عن اسم المريض\nاسلوبها سيء في التعامل ولديها عدم مراعاة لمشاعر ذوي المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-18T21:00:00Z", "due_at": "2024-03-13T08:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-18T21:00:00Z", "second_reminder_sent_at": "2024-03-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-18T21:00:00Z", "explanation_received_at": "2024-03-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30269124, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-19 00:00:00", "closed": null, "received": "2024-03-11 11:54:00", "resolved": "2024-03-24 00:00:00", "escalated": null, "first_reminder": "2024-03-19 00:00:00" }, "imported_at": "2026-04-13T21:59:26.463044", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2275", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 2275 } } }, { "model": "complaints.complaint", "pk": "32718e5e-11f4-41ca-a529-49053e4038c3", "fields": { "created_at": "2025-01-15T13:39:00Z", "updated_at": "2026-04-13T19:01:12.934Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3536", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal to provide a medical report\n\n\n\n", "description": "Refusal to provide a medical report\n\n\n\n\n\n[Arabic]:\nتم الحضور ورفض اعطاء التقرير المطلوب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-17T13:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-15T13:39:00Z", "explanation_received_at": "2025-01-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3536, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "328a4111-3915-4e8c-90c5-f1de4755b611", "fields": { "created_at": "2023-07-17T15:12:00Z", "updated_at": "2026-04-13T18:57:59.585Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1442", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I paid money after a procedure was performed by Dr. Abed Al-Lahibi, and now I am being asked to pay an amount that I was not previously informed about, a long time after the procedure was performed", "description": "I paid money after a procedure was performed by Dr. Abed Al-Lahibi, and now I am being asked to pay an amount that I was not previously informed about, a long time after the procedure was performed\n\n[Arabic]:\nتم دفع مبالغ بعد عمل اجراء من قبل الطبيب عابد اللهيبي والان يتم مطالبتي بمالبغ لم يتم ابلاغي فيها سابقا بعد مدة طويله من عمل الاجراء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-16T21:00:00Z", "due_at": "2023-07-19T15:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-16T21:00:00Z", "explanation_received_at": "2023-07-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249117, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-07-17 00:00:00", "closed": null, "received": "2023-07-17 18:12:00", "resolved": "2023-07-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.581687", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1442", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1442 } } }, { "model": "complaints.complaint", "pk": "329e0288-0c23-43b1-bea3-a5ec969b9798", "fields": { "created_at": "2025-05-05T00:40:00Z", "updated_at": "2026-04-13T19:01:57.673Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. خالد البريكيت ", "expected_result": "", "reference_number": "CMP-2025-05-4120", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I had three appointments with the doctor (and left each time dissatisfied). During the first appointment, I entered more than 30 minutes after my scheduled time to present my medical condition (varicose veins). When the doctor saw the case, he said, \"This is varicose veins and you need to do an ultrasound.\" I asked him to request the scan in the system so I could go to the radiology department to have it done. He responded that the ultrasound machine was with him and he would do it. I then aske", "description": " I had three appointments with the doctor (and left each time dissatisfied). During the first appointment, I entered more than 30 minutes after my scheduled time to present my medical condition (varicose veins). When the doctor saw the case, he said, \"This is varicose veins and you need to do an ultrasound.\" I asked him to request the scan in the system so I could go to the radiology department to have it done. He responded that the ultrasound machine was with him and he would do it. I then asked him to do it right away since I was already with him. He apologized, saying that he had five more cases after me and didn’t have enough time. He asked me to book another appointment. I accepted it reluctantly and left feeling upset, since he should have done the scan—my discussion with him didn’t take more than a few minutes. Still, I accepted it.\n\nIn the second appointment, I entered after a 30-minute delay again (I understand doctors can run late sometimes, but this recurring pattern is unacceptable and shows a disregard for patients’ rights and suffering). Anyway, I went in to have the scan done. The doctor apologized again, saying the machine was not with him—it had been taken by the radiology department. He asked if I could wait for half an hour or more in case the machine was returned to him. I said I didn’t mind waiting, but the matter wasn’t in his hands—it depended on whoever had the machine, and they might not return it in that time. Still, he told me to book another appointment. I left angry and upset at this unprofessional handling, which shows a lack of responsibility and respect for patients' time.\n\nThe third appointment was yesterday, Sunday, at 7:20 PM. As usual, I arrived early and sat in front of his clinic waiting for my turn, just like the other patients who were committed to their appointments. When my appointment time came, I wasn’t called in because patients without appointments were entering as soon as the door opened, and the doctor received them. Then, a bedridden patient arrived on a stretcher with two nurses and was let in. This should not happen—bedridden patients should be seen in their rooms or the emergency department by the doctor, not brought to the outpatient clinic during clinic hours, out of respect for those who booked and showed up for appointments.\n\nTwo other women also entered before me while I and others with scheduled appointments waited politely. (Of course, if you ask the doctor, he’ll deny this—but I can prove it at the end of this complaint.) By 8 PM, I had had enough of this irresponsible behavior and unprofessional conduct from the doctor, which negatively impacts the patient’s trust in the doctor and the quality of care provided. I went to complain to the clinic supervisor, who referred me to the Patient Relations department. I went to them (by this time, my blood pressure had risen due to the doctor’s poor treatment). I explained the situation to the staff member there, and she kindly offered to accompany me to the doctor’s clinic and let me in. I went with her—not because I \n\n[Arabic]:\nتاخير بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 15, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-07T00:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-05T00:40:00Z", "explanation_received_at": "2025-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4120, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "32ae770c-4caf-4786-9bb2-08544bdf7c6a", "fields": { "created_at": "2023-08-09T08:13:00Z", "updated_at": "2026-04-13T18:58:08.785Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "JAWHARAH ALI ALGHAMDI", "expected_result": "", "reference_number": "CMP-2023-08-1506", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bcb2d1a7-4e27-4f1e-8017-482ca2360454", "staff": "769c2f9f-0b13-4549-bfde-91721c3e3eb6", "title": "I came to the clinic on 8/8/2023 and I did not benefit from the appointment and the refund of the consultation fee was refused.", "description": "I came to the clinic on 8/8/2023 and I did not benefit from the appointment and the refund of the consultation fee was refused.\n\n[Arabic]:\nتم الحضور للعيادة بتاريخ 8/8/2023 ولم استفيد من الموعد وتم رفض استرجاع مبلغ الكشفيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-08T21:00:00Z", "due_at": "2023-08-11T08:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-08T21:00:00Z", "explanation_received_at": "2023-08-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-08-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30281797, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-08-09 00:00:00", "closed": null, "received": "2023-08-09 11:13:00", "resolved": "2023-08-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.775947", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1506", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1506 } } }, { "model": "complaints.complaint", "pk": "32b48d1f-c5f8-4c09-ad94-a89aed8a797b", "fields": { "created_at": "2022-12-28T10:03:00Z", "updated_at": "2026-04-13T18:56:46.210Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "HAWAS ALSADOUN / ALAA ALYOUSEF", "expected_result": "", "reference_number": "CMP-2022-12-0723", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am writing to inform you that on Monday, December 26, 2022, my son Ahmed was scheduled for surgery at 12:00 PM with Dr. Mohammed Al-Otaibi. We were taken to room 5113 before the surgery. At 11:50 AM, just minutes before the procedure, I was surprised when the social worker, Alaa Abdullah Al-Yousef, entered the room and brought my ex-wife, Ahmed's mother, with her without my permission. I asked the social worker why she was allowing my ex-wife to enter, and she replied that these issues should ", "description": "I am writing to inform you that on Monday, December 26, 2022, my son Ahmed was scheduled for surgery at 12:00 PM with Dr. Mohammed Al-Otaibi. We were taken to room 5113 before the surgery. At 11:50 AM, just minutes before the procedure, I was surprised when the social worker, Alaa Abdullah Al-Yousef, entered the room and brought my ex-wife, Ahmed's mother, with her without my permission. I asked the social worker why she was allowing my ex-wife to enter, and she replied that these issues should be resolved between us. My son Ahmed was very agitated by his mother's presence, turning his face away and refusing to look at her. He also refused to acknowledge or greet her, even though the social worker was watching. The reason for his refusal and aversion to his mother was that she had abused him, among other reasons that caused him significant psychological problems. Custody was subsequently taken from his mother and given to me. The social worker then directed me to Mr. Hawas (the ward director). I went to him and asked why the mother had been allowed to come up and enter the room. The ward and the negative psychological impact on my son a few minutes before the operation. He replied that this was the first time we had encountered such a case. I told him that he should have asked me and sought my permission before bringing in my ex-wife, and this is one of my rights as a guardian and a right of my son as a patient.\n\n[Arabic]:\nافيدكم بأنه في يوم الأثنين الموافق 2022/12/26م كان هناك عملية لأبني / احمد في الساعة 12 ظهراً، مع الدكتور/ محمد العتيبي ، وتم نقلنا للغرفة 5113 قبل العملية ، وفي تمام الساعة الـ50:11ظهراً وقبل العملية بدقائق تفاجأت بدخول الاخصائية الاجتماعية / الاء عبداالله اليوسف وادخلت معها طليقتي والدة ابني احمد دون الاستئذان مني بدخولها فسألت الاخصائية لماذا تسمح بدخول طليقتي فردت علي : أن هذه المشاكل ينبغي حلها بيننا وكان ابني احمد متوتر جداً من دخول والدته ومعرضاً بوجهه ورافض النظر لوالدته وكذلك رفض الرد على والدته والسلام عليها والاخصائية تنظر وسبب رفضه واعراضه عن والدته انها كانت تعنفه واسباب اخرى تسببت بمشاكل نفسية كبيرة على ابني حيث تم اسقاط الحضانة من الأم وجعلها لي ، فوجهتني الاخصائية للأستاذ / حواس ( مدير التنويم ) فذهبت له وسألته لماذا تم السماح للأم بالصعود ودخول غرفة التنويم والتأثير على نفسي ابني بشكل سيئ قبل العملية بدقائق فأجابني بأن هذه المرة الأولى التي نواجهه مثل هذه الحالة فقلت له كان من المفترض سؤالي والاستئذان مني قبل ادخال طليقتي وهذا حق من حقوقي كولي وحق لأبني كمريض. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-27T21:00:00Z", "due_at": "2022-12-30T10:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-27T21:00:00Z", "explanation_received_at": "2022-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1784365, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-28 00:00:00", "closed": null, "received": "2022-12-28 13:03:00", "resolved": "2022-12-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.205212", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0723", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 723 } } }, { "model": "complaints.complaint", "pk": "32c88f4d-144c-4047-ba93-6c74628c2826", "fields": { "created_at": "2023-10-08T07:03:00Z", "updated_at": "2026-04-13T18:58:29.669Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1684", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification for 5 days", "description": "Delay in submitting the birth notification for 5 days\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة لمدة 5 ايام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-07T21:00:00Z", "due_at": "2023-10-10T07:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-07T21:00:00Z", "explanation_received_at": "2023-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-07T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30238086, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-08 00:00:00", "closed": null, "received": "2023-10-08 10:03:00", "resolved": "2023-10-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.666797", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1684", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1684 } } }, { "model": "complaints.complaint", "pk": "32ca3722-50da-44b9-83c5-97ea6058b861", "fields": { "created_at": "2023-08-12T10:07:00Z", "updated_at": "2026-04-13T18:58:09.254Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1518", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My Insurance is valid there and accepted I check it on Thursday Today I went they refused to entertain and said my insurance is not covering there", "description": "My Insurance is valid there and accepted I check it on Thursday Today I went they refused to entertain and said my insurance is not covering there\n\n[Arabic]:\nتأميني ساري المفعول هناك ومقبول، تأكدت من ذلك يوم الخميس. اليوم ذهبت إلى هناك لكنهم رفضوا استقبالي وقالوا إن تأميني لا يغطي خدماتهم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-14T10:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": "2023-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20343473, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 13:07:00", "resolved": "2023-08-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.244724", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1518", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1518 } } }, { "model": "complaints.complaint", "pk": "32d26d97-7e2e-41ae-af6d-3e0376c5d154", "fields": { "created_at": "2024-12-21T10:20:00Z", "updated_at": "2026-04-13T19:01:01.680Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3394", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family reports that an insurance claim was submitted but rejected because the reports submitted for admission were incomplete. They wish to resubmit the reports to the insurance company to secure coverage for the patient's emergency room admission.", "description": "The patient's family reports that an insurance claim was submitted but rejected because the reports submitted for admission were incomplete. They wish to resubmit the reports to the insurance company to secure coverage for the patient's emergency room admission.\n\n[Arabic]:\nيفيد ذوي المريضة بأنه قد تم رفع طلب للتأمين وتم رفضه بسبب ان التقارير التي تم رفعها للتنويم كانت ناقصة .. يرغب بإعادة رفع التقارير للتامين لقبول تغطية حالة المريضة في الطواريء .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-20T21:00:00Z", "due_at": "2024-12-23T10:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-20T21:00:00Z", "explanation_received_at": "2024-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-20T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30361449, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Administrative Policies and\nProcedures", "classification": "Paperwork delays" }, "timeline": { "sent": "2024-12-21 00:00:00", "closed": null, "received": "2024-12-21 13:20:00", "resolved": "2024-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.677028", "satisfaction": "No Response", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3394", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3394 } } }, { "model": "complaints.complaint", "pk": "32f8eec0-e41e-49dd-ba43-e78411ff308b", "fields": { "created_at": "2025-09-24T07:43:00Z", "updated_at": "2026-04-13T19:02:50.183Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4936", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was brought to the emergency department by a Red Crescent ambulance due to a pelvic fracture. After the diagnosis, we were given two options: either surgery or two months of hospitalization without surgery.\n\nWe informed the emergency department of our desire to request hospitalization without surgery, and explained this to the on-call manager. However, he refused to implement our request, insisting on hospitalization with surgery, paying the costs in cash, or leaving the hospital.\n\nDes", "description": "My father was brought to the emergency department by a Red Crescent ambulance due to a pelvic fracture. After the diagnosis, we were given two options: either surgery or two months of hospitalization without surgery.\n\nWe informed the emergency department of our desire to request hospitalization without surgery, and explained this to the on-call manager. However, he refused to implement our request, insisting on hospitalization with surgery, paying the costs in cash, or leaving the hospital.\n\nDespite our insistence that we did not want surgery, we faced delays and procrastination in making a decision.\n\n[Arabic]:\nتم إحضار والدي إلى قسم الطوارئ عن طريق سيارة إسعاف تابعة للهلال الأحمر بسبب وجود كسر في الحوض. بعد التشخيص، تم عرض خيارين: إما إجراء عملية جراحية أو التنويم لمدة شهرين بدون عملية.\n\nأبلغنا قسم الطوارئ برغبتنا في رفع طلب تنويم بدون إجراء العملية، وتم توضيح ذلك للمدير المناوب، إلا أنه رفض تنفيذ الطلب، وأصر على رفع تنويم مع عملية، أو دفع التكاليف نقدًا، أو مغادرة المستشفى.\n\nرغم تأكيدنا عدم رغبتنا في إجراء العملية، واجهنا تأخيرًا ومماطلة في اتخاذ القرار،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-26T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-24T07:43:00Z", "explanation_received_at": "2025-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4936, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "330336e4-7249-4c25-86ea-a8badff7f5ca", "fields": { "created_at": "2023-02-21T09:53:00Z", "updated_at": "2026-04-13T18:57:07.487Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "LUBNA BAKR", "expected_result": "", "reference_number": "CMP-2023-02-0928-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On February 14, 2023, at the end of my hospital stay, the doctor prescribed a glucose meter that was missing some accessories. When I asked her to provide me with even a small quantity, she informed me that my file had been closed and I would have to wait until my next clinic appointment.\n", "description": "On February 14, 2023, at the end of my hospital stay, the doctor prescribed a glucose meter that was missing some accessories. When I asked her to provide me with even a small quantity, she informed me that my file had been closed and I would have to wait until my next clinic appointment.\n\n\n[Arabic]:\nبتاريخ 14 فبراير 2023 خلاص فترت تنويمي تم صرف جهاز سكري ناقص من غري ملحقات من قبل الدكتوره وعندما طلبت منها تزويدي ولو بكميه بسيطه افادتني انه تم اغلاق الملف ولابد من الانتظار الى موعد العياده", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T09:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30252911, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.4.Treatment", "classification": "2.1.4 Insufficient medication prescribed" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 12:53:00", "resolved": "2023-02-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.482573", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0928-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الباطنية", "main": "الطبي" }, "original_complaint_num": 928 } } }, { "model": "complaints.complaint", "pk": "3320fc03-b00c-4aab-b215-6881fdd36ebc", "fields": { "created_at": "2025-09-07T16:22:00Z", "updated_at": "2026-04-13T19:02:47.195Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4757", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that upon arrival, there was a delay in seeing the doctor due to prolonged check-in procedures at the reception.", "description": "The patient reported that upon arrival, there was a delay in seeing the doctor due to prolonged check-in procedures at the reception.\n\n[Arabic]:\nافاد المراجع بانه تم قدومه وتم التاخير في دخوله للدكتزر بسبب التاخير في اجرءات الدخول لدى الاستقبال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-09T16:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-07T16:22:00Z", "explanation_received_at": "2025-09-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4757, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "33241fa2-822f-4a5e-a31f-17728f4b2efe", "fields": { "created_at": "2022-10-25T13:44:00Z", "updated_at": "2026-04-13T18:56:21.428Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Raneem Ahmed ", "expected_result": "", "reference_number": "CMP-2022-10-0446", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 24, 2022, I had appointments booked for my daughter and me at 2:15 and 2:35 PM with Dr. Raneem. My daughter has a tooth decay, and the doctor applied a cream to her tongue for no more than three minutes, not allowing it to take effect. This caused her daughter terrible pain during the procedure. The doctor also cut her tongue, causing it to bleed. It was clear she was in a hurry because the clinic was about to close. I was not seen or treated, despite having a confirmed appointment, b", "description": "On October 24, 2022, I had appointments booked for my daughter and me at 2:15 and 2:35 PM with Dr. Raneem. My daughter has a tooth decay, and the doctor applied a cream to her tongue for no more than three minutes, not allowing it to take effect. This caused her daughter terrible pain during the procedure. The doctor also cut her tongue, causing it to bleed. It was clear she was in a hurry because the clinic was about to close. I was not seen or treated, despite having a confirmed appointment, because the clinic was closed.\n\n[Arabic]:\nبتاريخ 24 اكتوبر 2022 تم حجز موعد لابنتي ولي الساعه 2:15 والساعة 2:35 لدى الدكتورة رنيم . ابنتي لديها تسوس وقامت\nالدكتوره بوضع كريم لابنتي لمدة لا تتجاوز ٣ دقائق لم تتركه ياخذ مفعوله مما سبب لها الم فضيع اثناء العمل\nوقامت الدكتور بجرح لسانها ونزف دم ، من الواضح انها كانت على عجل لقرب انتهاء موعد العيادة و لم يتم\nاستقبالي ولا معالجة حالتي بحجة انتهاء الدوام للعيادة على الرغم من وجود موعد لي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-24T21:00:00Z", "due_at": "2022-10-27T13:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-24T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30198146, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2022-10-25 00:00:00", "closed": null, "received": "2022-10-25 16:44:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": "2022-10-26 00:00:00" }, "imported_at": "2026-04-13T21:56:21.425732", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0446", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 446 } } }, { "model": "complaints.complaint", "pk": "33294b75-8787-46ba-85af-05df1707c561", "fields": { "created_at": "2024-02-18T11:26:00Z", "updated_at": "2026-04-13T18:59:18.711Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2212", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor refused to amend the sick leave certificate.", "description": "The doctor refused to amend the sick leave certificate.\n\n[Arabic]:\nتم رفض تعديل الاجازة المرضية من قبل الطبيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-17T21:00:00Z", "due_at": "2024-02-20T11:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-17T21:00:00Z", "explanation_received_at": "2024-02-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-18T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30315607, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-02-18 00:00:00", "closed": null, "received": "2024-02-18 14:26:00", "resolved": "2024-02-19 00:00:00", "escalated": null, "first_reminder": "2024-02-19 00:00:00" }, "imported_at": "2026-04-13T21:59:18.706664", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2212", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2212 } } }, { "model": "complaints.complaint", "pk": "33c1e99d-eeaa-462c-a4a4-5f5807aabf50", "fields": { "created_at": "2024-11-03T14:11:00Z", "updated_at": "2026-04-13T19:00:48.351Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3112", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was admitted through the Red Crescent, and all patient costs were covered by the Ministry of Health. After a 22-day hospital stay, I was contacted by the hospital to pay for the patient's last day due to the lack of approval or response from the Ministry of Health. After contacting the Ministry, I was informed that there was no justification for admitting the patient for the requested day. The hospital informed me that I must pay for the aforementioned day, claiming that the delay was ", "description": "My father was admitted through the Red Crescent, and all patient costs were covered by the Ministry of Health. After a 22-day hospital stay, I was contacted by the hospital to pay for the patient's last day due to the lack of approval or response from the Ministry of Health. After contacting the Ministry, I was informed that there was no justification for admitting the patient for the requested day. The hospital informed me that I must pay for the aforementioned day, claiming that the delay was due to the Ministry and that they had no connection to it, and that I must bear the additional costs.\n\n[Arabic]:\nتم دخول والدي عن طريق الهلال الاحمر وجميع التكاليف للمريض من قبل وزارة الصحة وبعد التنويم لمدة 22 يوم تم التواصل معي من قبل المستشفى لدفع تكلفة اخر يوم للمريض لعدم وجود موافقه او رد من قبل وزارة الصحه وبعد الرجوع للوزاره والافادة بان لا يوجد مبرر لتنويم المريض لليوم المطالب به حيث تم ابلاغي من قبل المستسفى بضرورة دفع اليوم المذكور بحجة ان التاخير من قبل الوزارة وليس لهم علاقه بذلك ويتوجب علي انا تحمل المبالغ الاضافية ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-03T21:00:00Z", "due_at": "2024-11-05T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-03T21:00:00Z", "explanation_received_at": "2024-11-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 3417884, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-11-04 00:00:00", "closed": null, "received": "2024-11-03 17:11:00", "resolved": "2024-11-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.347601", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3112", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 3112 } } }, { "model": "complaints.complaint", "pk": "33e0d875-0da8-4bdd-84a1-bad6e1482866", "fields": { "created_at": "2023-10-26T16:29:00Z", "updated_at": "2026-04-13T18:58:32.572Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1763", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse does not respond to patients, she ignored my question and turned her back to me with a\nrude way then she didn’t call me on time. My appointment was at 6:40pm and\nother patients kept going to the office without anyone calling their names, and that’s when I asked\nher to go by appointments then she begin to be rude as I mentioned above. Note I was called at\n7:10pm\n\n For a hospital with such a good reputation, all employees should behave in a welcoming way. At least normal if not helpful a", "description": "The nurse does not respond to patients, she ignored my question and turned her back to me with a\nrude way then she didn’t call me on time. My appointment was at 6:40pm and\nother patients kept going to the office without anyone calling their names, and that’s when I asked\nher to go by appointments then she begin to be rude as I mentioned above. Note I was called at\n7:10pm\n\n For a hospital with such a good reputation, all employees should behave in a welcoming way. At least normal if not helpful and friendly\n\n[Arabic]:\nالممرضة لا تستجيب للمرضى، تجاهلت سؤالي وأدارت ظهرها لي بفظاظة، ثم لم تناديني في الوقت المحدد. كان موعدي الساعة 6:40 مساءً، واستمر المرضى الآخرون في الذهاب إلى العيادة دون أن ينادي أحد بأسمائهم، وعندها طلبت منها الالتزام بالمواعيد، فبدأت تتصرف بفظاظة كما ذكرت سابقًا. علماً بأنني تلقيت اتصالاً الساعة 7:10 مساءً.\n\nبالنسبة لمستشفى يتمتع بسمعة طيبة كهذه، ينبغي على جميع الموظفين أن يتصرفوا بطريقة ترحيبية، على الأقل بشكل طبيعي، إن لم يكن ودودًا ومتعاونًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-10-28T16:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-11-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20151717, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Patient flow issues" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": "2023-11-08 00:00:00", "received": "2023-10-26 19:29:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.565469", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1763", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1763 } } }, { "model": "complaints.complaint", "pk": "344ffe26-8b9e-45ac-ac00-2009cd1982a0", "fields": { "created_at": "2023-11-13T12:01:00Z", "updated_at": "2026-04-13T18:58:43.190Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1837", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The lack of attention to the patient, especially given his emergency situation and the fact that he was brought in by the Red Crescent, and the disregard for his condition and pain, is unacceptable. The patient was in agony, and the doctor asked him irrelevant and untimely questions. Then the doctor left, leaving the patient in pain for half an hour or more. Afterwards, another doctor arrived, prescribed appropriate medication, and stayed with me until he treated the dislocated shoulder, unlike ", "description": "The lack of attention to the patient, especially given his emergency situation and the fact that he was brought in by the Red Crescent, and the disregard for his condition and pain, is unacceptable. The patient was in agony, and the doctor asked him irrelevant and untimely questions. Then the doctor left, leaving the patient in pain for half an hour or more. Afterwards, another doctor arrived, prescribed appropriate medication, and stayed with me until he treated the dislocated shoulder, unlike the doctor against whom the complaint was filed. Note that the patient's companion went to the doctor, but the doctor's response was inappropriate, and he did not come despite the shoulder being dislocated and out of place.\n\n[Arabic]:\nعدم الاهتمام بالمريض خصوصا ان حالته طارئه واتى عن طريق الهلال الاحمر عدم مراعاه حاله والم المريض\nحيث ان المريض كان يتوجع من الالم وسواله اساله في غير وقتها وليس مهمه ومن ثما ذهب الدكتور وترك المريض\nيتالم لمده نص ساعه او اكثر وبعد ذالك قدم دكتور اخر وكتب ادويه مناسبه ووقف بجانبي ولم يتركني حتى عالج\nخلع الكتف بعكس الدكتور المشتكى عليه ملاحظه ان المرافق ذهب الى الدكتور ود الدكتور كان رد غير لائق ولم\nيستجب ولم يائتي رغم ان الكتف في حاله خلع و خروج من مكانه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-18T21:00:00Z", "due_at": "2023-11-15T12:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-18T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30165968, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-11-19 00:00:00", "closed": null, "received": "2023-11-13 15:01:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.179936", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1837", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1837 } } }, { "model": "complaints.complaint", "pk": "349d9423-864a-4bf9-a1df-066ab621bcca", "fields": { "created_at": "2023-09-06T16:39:00Z", "updated_at": "2026-04-13T18:58:18.600Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1583", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I presented a prescription at window 6, and an employee on the left side of window 6 spoke loudly to the female employee there, saying, \"So now Avalon cream for muscles and Ventolin inhaler? So, his muscles and chest?\" He then laughed mockingly, in a manner unbecoming of a hospital employee, trying to amuse the female employee and his colleague. I informed him that I was the patient and that his words constituted a direct insult to a patient, and that he should apologize immediately in front of", "description": " I presented a prescription at window 6, and an employee on the left side of window 6 spoke loudly to the female employee there, saying, \"So now Avalon cream for muscles and Ventolin inhaler? So, his muscles and chest?\" He then laughed mockingly, in a manner unbecoming of a hospital employee, trying to amuse the female employee and his colleague. I informed him that I was the patient and that his words constituted a direct insult to a patient, and that he should apologize immediately in front of his colleagues. He refused, saying, \"Do your worst, and may God be with you.\" So, I put my trust in God and filed this complaint. The pharmacist's behavior is documented and witnessed by his colleagues. I also intend to submit this complaint to the relevant authorities to pursue legal action against him according to the law.\n\n[Arabic]:\n  تقدمت بوصفة طبية الى شباك 6 وقام موظف بجانب شباك 6 من الجهه اليسار بالتحدث بصوت عالي لموظفة شباك 6 ( هالحين كريم افالون للعضلات وبخاخ فنتولين يعني عضلاته وصدره وقام بالضحك بطريقة استهزاء لا تليق بموظف داخل المستشفى لاضحاك الموظفة وزميلته بالعمل ) قمت بااخباره اني صاحب الدواء وما تلفظ به يعد توجيه اهانة مباشرة لمراجع ويجب عليه الاعتذار فورا امام زملاءة رفض وقال (اعلى مافي خيلك اركبه وتوكل على االله ) فتوكلت على االله وتقدمت بهذه الشكوى. وما بدر من الصيدلي موثق وبحضور شهادة زملائه علما اني اريد تقديمها ايضا لجهة الاختصاص لمقاضاته حسب النظام.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-10T21:00:00Z", "due_at": "2023-09-08T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-10T21:00:00Z", "explanation_received_at": "2023-10-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 53584, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-09-11 00:00:00", "closed": " ", "received": "2023-09-06 19:39:00", "resolved": "2023-10-04 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.596449", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1583", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1583 } } }, { "model": "complaints.complaint", "pk": "34ab5853-e201-48a6-9680-9d8cad300a55", "fields": { "created_at": "2023-01-25T18:02:00Z", "updated_at": "2026-04-13T18:56:56.670Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAMAH ABDULRAHMAN ABDO SAEED", "expected_result": "", "reference_number": "CMP-2023-01-0816", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 16, 2022, I went to the emergency department where I was seen by Dr. Samah. She ordered the necessary tests, including an ultrasound of the fetus to ensure there were no problems, and my case was referred to [the doctor/department].The internal medicine department confirmed this and requested that my case be handled and that I be admitted there. However, I was admitted under the name of Dr. Azza, despite confirmation that there were no issues related to the obstetrics and gynecology d", "description": "On January 16, 2022, I went to the emergency department where I was seen by Dr. Samah. She ordered the necessary tests, including an ultrasound of the fetus to ensure there were no problems, and my case was referred to [the doctor/department].The internal medicine department confirmed this and requested that my case be handled and that I be admitted there. However, I was admitted under the name of Dr. Azza, despite confirmation that there were no issues related to the obstetrics and gynecology department. This resulted in the use of the credit limit allocated to the obstetrics and gynecology department.\n\n\n\n[Arabic]:\nتم الحضور بتاريخ 16 يناير 2022م االى قسم الطوارئ حيث تم مباشرتي من قبل الطبيبة سماح وتم طلب عمل\nالفحوصات اللازمة وتم طلب عمل اشعھ صوتيھ للجنين للتاكد من عدم وجود اي مشكلھ ويتم تحويل حالتي الى قسم\nالباطنيھ تم التاكد من ذلك وتم الطلب من قبلهم بأن يباشر حالتي ويتم تنويمي من قبل قسم الباطنيھ ولكن تم تنويمي\nتحت اسم الطبيبة عزة رغم التاكد من عدم وجود اي مشكلھ تتعلق بقسم النساء والولادة مما ادى الى اخذ من الحد\nالائتمائي المتعلق بقسم النساء والولادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-24T21:00:00Z", "due_at": "2023-01-27T18:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-24T21:00:00Z", "explanation_received_at": "2023-01-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30127955, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-01-25 00:00:00", "closed": null, "received": "2023-01-25 21:02:00", "resolved": "2023-01-28 00:00:00", "escalated": null, "first_reminder": "2023-01-25 00:00:00" }, "imported_at": "2026-04-13T21:56:56.666582", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0816", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 816 } } }, { "model": "complaints.complaint", "pk": "34c90bbf-d399-47bd-8919-94dd16ac63c8", "fields": { "created_at": "2025-09-02T14:17:00Z", "updated_at": "2026-04-13T19:02:46.297Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4728", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After examining the causes of burns in sensitive areas of the patient, Shaza Batar Hassan Al-Ziraa, the decision was made to perform an endoscopic gallbladder removal procedure, in addition to surgically removing the gallbladder. The burns occurred due to the medical team's inability to intervene in a timely manner, resulting in significant tissue damage.", "description": "After examining the causes of burns in sensitive areas of the patient, Shaza Batar Hassan Al-Ziraa, the decision was made to perform an endoscopic gallbladder removal procedure, in addition to surgically removing the gallbladder. The burns occurred due to the medical team's inability to intervene in a timely manner, resulting in significant tissue damage.\n\n[Arabic]:\n النظر في الأسباب التي أدت إلى ظهور حروق في المناطق الحساسة للمراجعة شذى بتر حسن الزراعة، فقد تم اتخاذ قرار بإجراء عملية إزالة حصوات المرارة باستخدام منظار الفم، بالإضافة إلى إزالة المرارة جراحيًا. وقد حدثت الحروق بسبب عدم قدرة الفريق الطبي على التدخل في الوقت المناسب، مما أدى إلى تضرر الأنسجة بشكل كبير.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-04T14:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-02T14:17:00Z", "explanation_received_at": "2025-09-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4728, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "34dc5127-5d42-4306-a96a-1ed898c79bc8", "fields": { "created_at": "2023-07-03T10:12:00Z", "updated_at": "2026-04-13T18:57:58.538Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1399", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal by the hospital (Olaya Branch) to hand over my mother's death certificate", "description": "Refusal by the hospital (Olaya Branch) to hand over my mother's death certificate\n\n[Arabic]:\nرفض تسليم شهادة وفاة والدتي ( فرع العليا) من قبل المستشفى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-03T21:00:00Z", "due_at": "2023-07-05T10:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-03T21:00:00Z", "explanation_received_at": "2023-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1110627138, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-07-04 00:00:00", "closed": null, "received": "2023-07-03 13:12:00", "resolved": "2023-07-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.535557", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1399", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1399 } } }, { "model": "complaints.complaint", "pk": "35065e8c-ddec-4121-aecb-624eff30454a", "fields": { "created_at": "2023-06-26T16:19:00Z", "updated_at": "2026-04-13T18:57:50.586Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1388", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the emergency department and paid the deductible percentage, despite not exceeding the 14-day period between visits and while complaining of the same symptoms.", "description": "I attended the emergency department and paid the deductible percentage, despite not exceeding the 14-day period between visits and while complaining of the same symptoms.\n\n[Arabic]:\nتم حضوري الى الطوراى ودفع نسبة تحمل رغم اني لم اتتجاز المدة 14 يوم بين الزيارتين وكنت اشكوى من نفس العرض . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-28T16:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": "2023-06-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-06-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029440, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": null, "received": "2023-06-26 19:19:00", "resolved": "2023-06-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.581382", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1388", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1388 } } }, { "model": "complaints.complaint", "pk": "3531d0a2-1ebe-455f-aaa5-338e69b7d95c", "fields": { "created_at": "2022-10-03T13:28:00Z", "updated_at": "2026-04-13T18:56:16.821Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0325", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended my second appointment with the doctor and was told I had to pay a new consultation fee.", "description": "I attended my second appointment with the doctor and was told I had to pay a new consultation fee.\n\n[Arabic]:\nتم الحضور لعمل فحوصات عند الدكتوره عزه وتم اخبارنا بالرجوع لقوى الامن للموافقه من قبل الدكتور.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-02T21:00:00Z", "due_at": "2022-10-05T13:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-02T21:00:00Z", "explanation_received_at": "2022-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201834, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-03 00:00:00", "closed": null, "received": "2022-10-03 16:28:00", "resolved": "2022-10-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:16.811529", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0325", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 325 } } }, { "model": "complaints.complaint", "pk": "3558e78a-7b1a-410e-8935-6cb0a2009e89", "fields": { "created_at": "2025-01-19T11:13:00Z", "updated_at": "2026-04-13T19:01:13.321Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3560", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dispensing only half the quantity of a restricted medication", "description": "Dispensing only half the quantity of a restricted medication\n\n[Arabic]:\nصرف نصف الكمية لدواء مقيد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-21T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-19T11:13:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3560, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "35637e76-4e98-4f7f-adc4-df138ba17093", "fields": { "created_at": "2025-10-22T07:44:00Z", "updated_at": "2026-04-13T19:03:02.971Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5127", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تضرري بالعمل بسبب عدم رفع الاجازة ", "description": "تضرري بالعمل بسبب عدم رفع الاجازة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-24T07:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-22T07:44:00Z", "explanation_received_at": "2025-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5127, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "356ec593-ef5f-452b-811c-8211fb29e4e8", "fields": { "created_at": "2025-01-07T23:18:00Z", "updated_at": "2026-04-13T19:01:11.247Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3468", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in response and lack of cooperation with the observations or requests of the patient's family\n\n", "description": "Delay in response and lack of cooperation with the observations or requests of the patient's family\n\n\n\n[Arabic]:\nتأخير استجابه وعدم التجاوب مع الملاحظات أو مطالبات لذوي المريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-09T23:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-07T23:18:00Z", "explanation_received_at": "2025-01-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3468, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "35979ac3-7131-437c-ac2d-401e7968ed05", "fields": { "created_at": "2025-08-11T07:13:00Z", "updated_at": "2026-04-13T19:02:34.979Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-08-4598", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the scheduled appointment, but upon arriving at the break room to see the doctor, I was refused admission on the grounds that my insurance did not cover the procedure.\n\nI subsequently contacted my insurance company directly and was clearly informed that my insurance covered the condition.", "description": "I arrived at the scheduled appointment, but upon arriving at the break room to see the doctor, I was refused admission on the grounds that my insurance did not cover the procedure.\n\nI subsequently contacted my insurance company directly and was clearly informed that my insurance covered the condition.\n\n[Arabic]:\nحضرت في الموعد المحدد، وعند وصولي إلى قسم الاستراحة تمهيدًا للدخول على الطبيب، تم رفض استقبالي بحجة أن التأمين لا يشمل التغطية.\nوعليه، تواصلت مع شركة التأمين مباشرة، وتم إفادتي بشكل واضح بأن التأمين يشمل التغطية للحالة المذكورة.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-13T07:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-11T07:13:00Z", "explanation_received_at": "2025-08-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4598, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "359f421a-5aec-493f-8d67-b90efeee802e", "fields": { "created_at": "2023-02-05T15:49:00Z", "updated_at": "2026-04-13T18:57:05.698Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED", "expected_result": "", "reference_number": "CMP-2023-02-0864", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the internal medicine reception and spoke with employee Mohammed. I asked to be registered at clinic 77 for Dr. Adel Hossami, but he told me it wasn't the doctor's clinic. I asked him to look at my file and register me with the same doctor from my last visit.The employee raised his voice at me and was uncooperative, even though I am a patient and have the right to inquire and ask questions. I was unaware of the clinic change and there was no explanation from him initially.", "description": "I went to the internal medicine reception and spoke with employee Mohammed. I asked to be registered at clinic 77 for Dr. Adel Hossami, but he told me it wasn't the doctor's clinic. I asked him to look at my file and register me with the same doctor from my last visit.The employee raised his voice at me and was uncooperative, even though I am a patient and have the right to inquire and ask questions. I was unaware of the clinic change and there was no explanation from him initially.\n\n[Arabic]:\nتم الذهاب للاستقبال الباطنية لدى الموظف محمد وطلبت تسجيل اسعى لدى عيادة 77 للدكتور عادل حسامي فقام\nباخباري انها ليست عيادة الدكتور المذكور طلبت منھ النظر في ملفي ويتم تسجيلي عند عند نفس الطبيب في اخر زيارة لي\nحيث تم رفع الصوت علي من قبل الموظف ولم يكن متعاون علما انني مريض ويحق لي الاستفسار والسوال لم يكن لدي\nعلم بتغير العيادات ولم يكن هناك توضيح من قبلھ في بداية الامر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-04T21:00:00Z", "due_at": "2023-02-07T15:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-04T21:00:00Z", "explanation_received_at": "2023-02-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30159292, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-02-05 00:00:00", "closed": null, "received": "2023-02-05 18:49:00", "resolved": "2023-02-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.695951", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0864", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 864 } } }, { "model": "complaints.complaint", "pk": "35b53a44-f543-4207-862d-87ed45de8aea", "fields": { "created_at": "2023-01-30T15:36:00Z", "updated_at": "2026-04-13T18:56:57.051Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. KAREEM AHMED", "expected_result": "", "reference_number": "CMP-2023-01-0765", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended on January 8, 2023, where I was treated inappropriately by the doctor and he did not examine me thoroughly, which led to my dissatisfaction with my attendance at the clinic.", "description": "I attended on January 8, 2023, where I was treated inappropriately by the doctor and he did not examine me thoroughly, which led to my dissatisfaction with my attendance at the clinic.\n\n[Arabic]:\n‎تم حضوري بتاريخ 8 يناير 2023م حيث تم التعامل معي من قبل الطبيب باسلوب غير لائق ولم يتم الفحص علي من قبله بشكل دقيق مما ادى الى استياني من حضوري الى العياده.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-29T21:00:00Z", "due_at": "2023-02-01T15:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-13T21:00:00Z", "second_reminder_sent_at": "2023-01-14T21:00:00Z", "escalated_at": "2023-01-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-29T21:00:00Z", "explanation_received_at": "2023-01-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220689, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1. Examination", "classification": "2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-01-30 00:00:00", "closed": null, "received": "2023-01-30 18:36:00", "resolved": "2023-01-27 00:00:00", "escalated": "2023-01-17 00:00:00", "first_reminder": "2023-01-14 00:00:00" }, "imported_at": "2026-04-13T21:56:57.042877", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0765", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 765 } } }, { "model": "complaints.complaint", "pk": "35c6d17e-38cc-41fb-ba51-38a1fdef31de", "fields": { "created_at": "2023-09-28T11:56:00Z", "updated_at": "2026-04-13T18:58:21.208Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1661", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Problems with insurance approvals", "description": " Problems with insurance approvals\n\n[Arabic]:\nمشاكل في موافقات التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-29T21:00:00Z", "due_at": "2023-09-30T11:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-29T21:00:00Z", "explanation_received_at": "2023-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245665, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-09-30 00:00:00", "closed": " ", "received": "2023-09-28 14:56:00", "resolved": "2023-10-02 00:00:00", "escalated": " ", "first_reminder": " 2023/10/01" }, "imported_at": "2026-04-13T21:58:21.201615", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1661", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1661 } } }, { "model": "complaints.complaint", "pk": "35ff22ca-6587-443d-8625-3d3f6b13d1e3", "fields": { "created_at": "2025-09-17T17:47:00Z", "updated_at": "2026-04-13T19:02:49.410Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4888", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary stated that he suffers from tuberculosis (TB). After being diagnosed, he was isolated for only 5 days before being discharged. Upon contacting another medical facility (Al-Fursan Hospital), he was informed that he should have been kept in the hospital for at least 15 days and re-examined before being discharged. However, this did not happen, and his diagnosis and treatment were not completed at the first facility.\n\n", "description": "The beneficiary stated that he suffers from tuberculosis (TB). After being diagnosed, he was isolated for only 5 days before being discharged. Upon contacting another medical facility (Al-Fursan Hospital), he was informed that he should have been kept in the hospital for at least 15 days and re-examined before being discharged. However, this did not happen, and his diagnosis and treatment were not completed at the first facility.\n\n\n\n[Arabic]:\nأفاد المستفيد أنه يعاني من مرض السل، وأنه بعد تشخيصه بالمرض، تم عزله لمدة 5 أيام فقط قبل أن يتم إخراجه من المستشفى. وعند تواصله مع مستشفى آخر ، أُخبر أنه كان من المفترض أن يبقى في المستشفى لمدة لا تقل عن 15 يومًا، وأن يتم فحصه قبل الخروج. ولكن هذا لم يحدث، فلم يتم استكمال التشخيص ولا العلاج داخل المنشأة الأولى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-19T17:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-17T17:47:00Z", "explanation_received_at": "2025-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4888, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "3617f5ed-c5c5-4397-be8e-7558f27c0410", "fields": { "created_at": "2025-02-05T10:16:00Z", "updated_at": "2026-04-13T19:01:23.779Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3663", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived before the scheduled time, and the clinic opened at 6:10. I waited until around 6:45, and when I inquired, I was told that the clinic was busy and that the doctor refused to see my daughter's case without providing any convincing reason or even apologizing for what had happened.\n\n", "description": "I arrived before the scheduled time, and the clinic opened at 6:10. I waited until around 6:45, and when I inquired, I was told that the clinic was busy and that the doctor refused to see my daughter's case without providing any convincing reason or even apologizing for what had happened.\n\n\n\n[Arabic]:\nتم الحضور قبل الموعد وفتح الكشفيه الساعه 6:10 وتم الانتظار حتى الساعه 6:45 تقريبا وعند الاستفسار يتم ابلاغي ان العياده زحمه والطبيب رفض استقبال حالة ابنتي بدون ذكر اي سبب مقنع او حتى الاعتذار عن ماحصل ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 196, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T10:16:00Z", "explanation_received_at": "2025-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3663, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "361fb622-6446-42c6-96fb-68fd9d487c55", "fields": { "created_at": "2022-10-05T13:31:00Z", "updated_at": "2026-04-13T18:56:17.128Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. NIZAR BURHAN AHMED HAMDI", "expected_result": "", "reference_number": "CMP-2022-10-0217", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We visited the hospital on September 13th for Dr. Nizar's clinic, arriving half an hour before our scheduled appointment. At reception, the receptionist asked if we had an appointment, and we replied that we didn't and wanted a waiting list. We were accepted and asked to wait at the clinic. After the doctor arrived, a nurse called out three names, including ours, and we went back to reception. The receptionist informed us that the doctor didn't want to see us and that we should go and get a refu", "description": "We visited the hospital on September 13th for Dr. Nizar's clinic, arriving half an hour before our scheduled appointment. At reception, the receptionist asked if we had an appointment, and we replied that we didn't and wanted a waiting list. We were accepted and asked to wait at the clinic. After the doctor arrived, a nurse called out three names, including ours, and we went back to reception. The receptionist informed us that the doctor didn't want to see us and that we should go and get a refund.\n\n[Arabic]:\nقمنا بزيارة المستشفى بتاريخ ٩/١٣ لعيادة د.نزار قبل بداية موعد العيادة بنصف ساعة وعند الاستقبال سألنا الموظف اذا كان لدينا موعد فأجبنا بعدم وجود موعد ونريد موعد انتظار وتم قبولنا كموعد انتظار وطلب منا الانتظار لدى العيادة . وبعد مجيء الدكتور للعيادة خرجت الممرضة وقامت بالنداء على ٣ أسماء من بينهم اسمنا وتوجهنا الى الاستقبال ، وتم اخبارنا من قبل موظف الاستقبال بان الطبيب لا يريد أن يستقبلنا وأن نذهب لإسترجاع قيمتها ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 202, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-16T21:00:00Z", "due_at": "2022-10-07T13:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-04T21:00:00Z", "second_reminder_sent_at": "2022-10-04T21:00:00Z", "escalated_at": "2022-10-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-16T21:00:00Z", "explanation_received_at": "2022-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30214986, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-17 00:00:00", "closed": null, "received": "2022-10-05 16:31:00", "resolved": "2022-12-29 00:00:00", "escalated": "2022-10-08 00:00:00", "first_reminder": "2022-10-05 00:00:00" }, "imported_at": "2026-04-13T21:56:17.125635", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0217", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة عظام (أطفال)", "main": "الطبي" }, "original_complaint_num": 217 } } }, { "model": "complaints.complaint", "pk": "3642e10c-8964-4899-a97a-f16e3d0943f6", "fields": { "created_at": "2024-06-11T14:11:00Z", "updated_at": "2026-04-13T18:59:57.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2586", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We had an appointment with Dr. Fatat, she needed to prescribed a medecine for us, and we had to go to the reception and pay first, the doctor went out because it was her time to leave, and she left the nurse behind her to prescribe the medicine for us. After we paid and came back, we entred the room and the nurse didnt even look at amus and she pointed with her finger in a very inappropriate way to go out and kept saying pharmacy pharmacy, without saying any other single word and she didnt let u", "description": "We had an appointment with Dr. Fatat, she needed to prescribed a medecine for us, and we had to go to the reception and pay first, the doctor went out because it was her time to leave, and she left the nurse behind her to prescribe the medicine for us. After we paid and came back, we entred the room and the nurse didnt even look at amus and she pointed with her finger in a very inappropriate way to go out and kept saying pharmacy pharmacy, without saying any other single word and she didnt let us even talk. That was a very rude behaviour and as loyal patients in Alhammadi, we absolutely do not accept such behaviours. Thank you.\n\n[Arabic]:\nكان لدينا موعد مع الدكتورة فتات، وكانت بحاجة إلى وصف دواء لنا، وطُلب منا الذهاب إلى الاستقبال ودفع الرسوم أولًا. غادرت الدكتورة بسبب انتهاء وقت دوامها، وتركت الممرضة لتقوم بوصف الدواء لنا.\n\nبعد أن قمنا بالدفع وعدنا إلى الغرفة، دخلنا ولكن الممرضة لم تنظر إلينا حتى، وأشارت بيدها بطريقة غير لائقة إلى الخارج، وكانت تكرر كلمة “الصيدلية، الصيدلية” دون أن تنطق بأي كلمة أخرى، ولم تسمح لنا حتى بالتحدث.\n\nكان هذا تصرفًا غير مهني وقلة احترام، وبصفتنا مرضى أوفياء لمستشفى الحمادي، فإننا لا نقبل مثل هذه السلوكيات إطلاقًا.\n\nشكرًا لكم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-12T21:00:00Z", "due_at": "2024-06-13T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-12T21:00:00Z", "explanation_received_at": "2024-06-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307370, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-06-13 00:00:00", "closed": null, "received": "2024-06-11 17:11:00", "resolved": "2024-06-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.219589", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2586", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 2586 } } }, { "model": "complaints.complaint", "pk": "36474014-37fc-4c34-9b1c-2e83fc9b2aeb", "fields": { "created_at": "2023-10-29T10:51:00Z", "updated_at": "2026-04-13T18:58:32.830Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1770", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in lifting vaccinations", "description": "Delay in lifting vaccinations\n\n[Arabic]:\nتاخير رفع التطعيمات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-28T21:00:00Z", "due_at": "2023-10-31T10:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-28T21:00:00Z", "explanation_received_at": "2023-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30074587, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "Medication &\nVaccination", "classification": "Vaccinations timing" }, "timeline": { "sent": "2023-10-29 00:00:00", "closed": null, "received": "2023-10-29 13:51:00", "resolved": "2023-10-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.827054", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1770", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1770 } } }, { "model": "complaints.complaint", "pk": "365a2606-0cc7-42d0-bc3c-a47101a77768", "fields": { "created_at": "2023-03-28T20:23:00Z", "updated_at": "2026-04-13T18:57:19.899Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SHAHAD ALJUDAIEI", "expected_result": "", "reference_number": "CMP-2023-03-1110", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to inquire about my turn with the lab receptionist, but I was ignored on the pretext that there was a patient, even though the patient was not speaking to her. The patient asked her to respond to me, and she said, \"Never mind her.\" I did not respond to the employee, so that you would hold her accountable for this unprofessional behavior.\n", "description": "I went to inquire about my turn with the lab receptionist, but I was ignored on the pretext that there was a patient, even though the patient was not speaking to her. The patient asked her to respond to me, and she said, \"Never mind her.\" I did not respond to the employee, so that you would hold her accountable for this unprofessional behavior.\n\n\n[Arabic]:\nتوجهت للاستفسار عن الدور من قبل موظفة استقبال المختبر وتم تجاهلي بحجة وجود مريض رغم ان المريض لم يكن يتحدث معها فقام المريض بالطلب منها للرد علي فقالت ( ماعليك منها ) لم يتم الرد من قبلي على الموظفه للتم المحاسبه من قبلكم على هذا التصرف الغير مهني . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 92, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-28T21:00:00Z", "due_at": "2023-03-30T20:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-05T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-28T21:00:00Z", "explanation_received_at": "2023-04-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1433336, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.Skills and \nConduct", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-29 00:00:00", "closed": null, "received": "2023-03-28 23:23:00", "resolved": "2023-04-08 00:00:00", "escalated": null, "first_reminder": "2023-04-06 00:00:00" }, "imported_at": "2026-04-13T21:57:19.889442", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1110", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال المختبر", "main": "الإداري" }, "original_complaint_num": 1110 } } }, { "model": "complaints.complaint", "pk": "365aca91-1001-48ec-abe9-67b85ac57445", "fields": { "created_at": "2025-05-25T13:50:00Z", "updated_at": "2026-04-13T19:02:00.603Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطوارى", "expected_result": "", "reference_number": "CMP-2025-05-4216", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It is reported that his mother was transferred to the hospital by the Red Crescent and admitted to intensive care, but the hospital is now demanding sums of 20 thousand for each day and payment for the first day, but it is reported that the purchase of the service has not been submitted to the Ministry of Health", "description": "It is reported that his mother was transferred to the hospital by the Red Crescent and admitted to intensive care, but the hospital is now demanding sums of 20 thousand for each day and payment for the first day, but it is reported that the purchase of the service has not been submitted to the Ministry of Health\n\n[Arabic]:\nيفيد انة تم نقل والدتة الى المستشفى من قبل الهلال الاحمر وادخالها للعناية المركزة ولكن المستشفى الان يطالبة بمبالغ عن كل يوم 20 الف ودفع لاول يوم لكن يفيد انه لم يتم الرفع لوزاره الصحة شراء خدمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-27T13:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-25T13:50:00Z", "explanation_received_at": "2025-05-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4216, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "36972433-f75a-492c-8e4e-ec821b1e85f2", "fields": { "created_at": "2024-03-06T15:14:00Z", "updated_at": "2026-04-13T18:59:25.903Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2264", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Then, the request was submitted, and you contacted the small company, and they informed you that there was no known request from the hospital.", "description": "Then, the request was submitted, and you contacted the small company, and they informed you that there was no known request from the hospital.\n\n[Arabic]:\nتمت الإفادة برفع الطلب وعند التواصل مع شركة التامين إفادو بان لايوجد طلب مروفع من قبل المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-05T21:00:00Z", "due_at": "2024-03-08T15:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-05T21:00:00Z", "explanation_received_at": "2024-03-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-06T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150533, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-03-06 00:00:00", "closed": null, "received": "2024-03-06 18:14:00", "resolved": "2024-03-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:25.893980", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2264", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2264 } } }, { "model": "complaints.complaint", "pk": "36ab9512-eda8-470c-8fe2-65a4403f49e3", "fields": { "created_at": "2024-07-20T16:35:00Z", "updated_at": "2026-04-13T19:00:07.092Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2722", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A patient with special needs was clearly ignored.", "description": "A patient with special needs was clearly ignored.\n\n[Arabic]:\nتم التعامل مع مريض من ذوي الاحتياجات وتم تجاهله بشكل واضح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-20T21:00:00Z", "due_at": "2024-07-22T16:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-20T21:00:00Z", "explanation_received_at": "2024-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30194229, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-07-21 00:00:00", "closed": null, "received": "2024-07-20 19:35:00", "resolved": "2024-07-23 00:00:00", "escalated": null, "first_reminder": "2024-07-22 00:00:00" }, "imported_at": "2026-04-13T22:00:07.089435", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2722", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 2722 } } }, { "model": "complaints.complaint", "pk": "36d39405-7205-457d-9dca-2c548959f102", "fields": { "created_at": "2023-05-21T13:29:00Z", "updated_at": "2026-04-13T18:57:40.465Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1271", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 20 may 2023, I went to my appointment with DR MOHAMMED MAISARAH then they transfer to dr YAMINE, the nurse was to aggressive with us she shouting and did not want to serves us because she want to leave she took the vitel quickly and let them to leave and close the clinic. ", "description": "On 20 may 2023, I went to my appointment with DR MOHAMMED MAISARAH then they transfer to dr YAMINE, the nurse was to aggressive with us she shouting and did not want to serves us because she want to leave she took the vitel quickly and let them to leave and close the clinic. \n\n[Arabic]:\nفي 20 مايو 2023، ذهبت إلى موعدي مع الدكتور محمد ميسرة، ثم تم تحويلي إلى الدكتور أيمن. كانت الممرضة عدوانية جداً معنا، حيث كانت تصرخ ولم ترغب في خدمتنا لأنها كانت تريد المغادرة. أخذت الفيتال بسرعة وتركتنا نغادر وأغلقت العيادة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-21T21:00:00Z", "due_at": "2023-05-23T13:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-21T21:00:00Z", "explanation_received_at": "2023-05-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267717, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-22 00:00:00", "closed": null, "received": "2023-05-21 16:29:00", "resolved": "2023-05-25 00:00:00", "escalated": null, "first_reminder": "2023-05-23 00:00:00" }, "imported_at": "2026-04-13T21:57:40.455128", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1271", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1271 } } }, { "model": "complaints.complaint", "pk": "36e6eb7f-4ee0-428d-b401-d2c78dbb27c5", "fields": { "created_at": "2023-10-07T16:43:00Z", "updated_at": "2026-04-13T18:58:29.496Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2023-10-1678", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We had a consultation with the doctor and he asked us to do an X-ray of the gland. When it was finished, we went back to the doctor and without any introduction he asked us to do a biopsy. When we asked him for the reason, he said there might be cancer or inflammation without confirming and rushing into this matter. He should have confirmed and requested it in a proper manner. Currently my wife is in a psychological state because of the word without any concern for the patient or preserving his ", "description": "We had a consultation with the doctor and he asked us to do an X-ray of the gland. When it was finished, we went back to the doctor and without any introduction he asked us to do a biopsy. When we asked him for the reason, he said there might be cancer or inflammation without confirming and rushing into this matter. He should have confirmed and requested it in a proper manner. Currently my wife is in a psychological state because of the word without any concern for the patient or preserving his feelings. No doctor can issue a diagnosis of these diseases before confirming the appearance of a certain result.\n\n[Arabic]:\nتم قطع كشفية عند الدكتور وطلب منا عمل اشعة للغدة وعند الانتهاء منها تم الرجوع للدكتور وبدون اي مقدمات طلب منا عمل خزعه وعند سؤاله للسبب قال يمكن يكون فيه سرطان او التهابات دون التاكد والتسرع بهذا الشي يجب عليه التاكد وطلبها بطريقة لائقة حاليا زوجتي بحاله نفسيه بسبب كلمه بدون اي مبالاة بالمريض او الحفاظ على مشاعره لا يمكن لاي طبيب اصدار تشخيص لهذه الامراض قبل التاكد بظهور نتيجة معينه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-08T21:00:00Z", "due_at": "2023-10-09T16:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-08T21:00:00Z", "explanation_received_at": "2023-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1761645, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2023-10-09 00:00:00", "closed": null, "received": "2023-10-07 19:43:00", "resolved": "2023-11-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.493475", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1678", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1678 } } }, { "model": "complaints.complaint", "pk": "373357a7-8f9b-44f2-92b8-fba98e7bd57a", "fields": { "created_at": "2025-07-09T05:43:00Z", "updated_at": "2026-04-13T19:02:23.013Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره الاء عبدالعظيم ", "expected_result": "", "reference_number": "CMP-2025-07-4436", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The sick leave has not been uploaded to the Sehhaty platform.\"\n\n", "description": "\"The sick leave has not been uploaded to the Sehhaty platform.\"\n\n\n\n[Arabic]:\nلم يتم رفع الاجازه على منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-11T05:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-09T05:43:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4436, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3743ba4a-503f-4988-932e-60bcf1fbb509", "fields": { "created_at": "2025-08-04T20:27:00Z", "updated_at": "2026-04-13T19:02:34.538Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " عيادة الاسنان- د.فرحان عبدالعزيز", "expected_result": "", "reference_number": "CMP-2025-08-4574", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I didn't want to undergo complicated medical procedures or suffer any complications during my visit to the doctor. I asked him clearly twice, \"Is the procedure a root canal treatment or a root canal removal?\" Both times, his response was simply \"treatment,\" without providing any explanation or clarification of the nature of the procedure or the steps I would undergo afterward.\n\nThe doctor didn't use any understandable medical terms such as \"nerve,\" \"root,\" or anything else. I was later surprise", "description": " I didn't want to undergo complicated medical procedures or suffer any complications during my visit to the doctor. I asked him clearly twice, \"Is the procedure a root canal treatment or a root canal removal?\" Both times, his response was simply \"treatment,\" without providing any explanation or clarification of the nature of the procedure or the steps I would undergo afterward.\n\nThe doctor didn't use any understandable medical terms such as \"nerve,\" \"root,\" or anything else. I was later surprised to find that he had actually removed the nerve without informing me or obtaining my explicit consent for this type of treatment. I wasn't warned of the possibility of pain after the procedure, nor was I given any painkillers or antibiotics, even though I was pregnant, which should have been taken into account.\n\nI wasn't informed that I might need to return if I felt pain or complications arose. When I consulted Dr. (second doctor's name), he clearly explained that what had been done was a root canal, that the tooth had become brittle, and needed to be reinforced and then a permanent crown fitted. He also explained to me that this type of procedure requires multiple sessions and is not supposed to be performed in one day.\n\nNone of these matters were explained by Dr. Farhan. When I confronted him and asked why he hadn't told me he was going to remove the nerve, he replied that the treatment only takes place after the nerve is removed, and that there is no such thing as \"root canal treatment\" without removal. This is something I disagree with, especially since I didn't inform him of any pain in the nerve; all I mentioned to him was mild pain and the filling had fallen out.\n\nThe doctor didn't give me any choice between having a crown or not. The purpose of the temporary crown was not explained, and I wasn't given the opportunity to choose which doctor I would complete the procedure with, whether inside or outside the hospital.\n\nIn addition, I had informed the doctor that I was pregnant, and he confirmed that he would only perform a standard x-ray. However, during one session, he performed four consecutive x-rays. I was also offered five x-ray sessions, despite knowing I was pregnant, when a single panoramic x-ray, which would have been less harmful, would have been sufficient.\n\n[Arabic]:\n لا أرغب في الدخول في إجراءات طبية معقدة أو تحمل أي مضاعفات خلال زيارتي للطبيب. وقد سألته بوضوح مرتين: \"هل الإجراء المطلوب هو علاج عصب أم إزالة عصب؟\"، فكانت إجابته في كلتا المرتين أنه مجرد \"علاج\"، دون أن يُقدِّم أي شرح أو توضيح لطبيعة ما سيتم عمله أو المراحل التي سأخضع لها بعد ذلك.\n\nلم يستخدم الطبيب أي مصطلحات طبية مفهومة مثل: \"عصب\"، \"جذر\"، أو غيرها، وفوجئت لاحقًا بأنه قد قام فعليًا بإزالة العصب دون إبلاغي بذلك، أو أخذ موافقتي الصريحة على هذا النوع من العلاج. كما لم يتم تحذيري من احتمالية الشعور بالألم بعد الإجراء، ولم تُصرف لي أي مسكنات أو مضادات حيوية، على الرغم من أنني حامل، وكان من الواجب مراعاة ذلك.\n\nكذلك، لم يتم إبلاغي بأنني قد أحتاج للعودة في حال الشعور بالألم أو ظهور مضاعفات. وعندما قمت بمراجعة الطبيب د. (اسم الطبيب الثاني)، أوضح لي بوضوح أن ما تم هو إزالة للعصب، وأن السن أصبح هشًّا، ويحتاج إلى تدعيم ثم تركيب تلبيسة دائمة. كما شرح لي أن هذا النوع من الإجراءات يتطلب عدة جلسات، وليس من المفترض أن يُنفذ خلال يوم واحد.\n\nلم يتم توضيح أي من هذه الأمور من قِبل الطبيب د. فرحان. وعندما واجهته وسألته لماذا لم يخبرني بأنه سيقوم بإزالة العصب، أجاب بأن العلاج لا يتم إلا بعد إزالة العصب، وأنه لا يوجد ما يُسمى بـ\"علاج عصب\" دون إزالة، وهو أمر أختلف معه، خصوصًا أنني لم أُبلغه بأي ألم في العصب، وكل ما ذكرته له كان وجود ألم بسيط وسقوط الحشوة.\n\nلم يُعطِني الطبيب أي خيار بين تركيب التلبيسة أو عدمها، كما لم يتم شرح الغرض من التلبيسة المؤقتة التي تم تركيبها، ولم أُمنح فرصة لاختيار الطبيب الذي سأكمل معه الإجراء، سواء داخل المستشفى أو خارجه.\n\nبالإضافة إلى ذلك، كنت قد أخبرت الطبيب أنني حامل، وقد أكد بدوره أنه سيكتفي بعمل أشعة عادية، ومع ذلك قام خلال إحدى الجلسات بعمل أربع أشعات متتالية. كما تم عرضي لخمسة جلسات أشعة، رغم معرفته أنني حامل، في حين كان بالإمكان الاكتفاء بأشعة بانورامية واحدة أقل ضررًا", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-06T20:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-04T20:27:00Z", "explanation_received_at": "2025-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4574, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "375c0172-1bd8-46f1-98bb-d82d31b40f42", "fields": { "created_at": "2024-01-21T14:00:00Z", "updated_at": "2026-04-13T18:59:08.149Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr NIBAL RADWAN OKLEH SHAWAKFAH", "expected_result": "", "reference_number": "CMP-2024-01-2097", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "The complaint is regarding the poor conduct of the healthcare provider and his clear and explicit fraud against the insurance company and the patient.\nAfter multiple visits to the hospital, it became clear that the child has lactose intolerance and needs low-lactose milk. NAN milk was prescribed to me by the hospital. The regular type and the formula were both used, and neither suited the child. I requested the doctor to write a prescription for another type of milk. He informed me that he is pr", "description": "The complaint is regarding the poor conduct of the healthcare provider and his clear and explicit fraud against the insurance company and the patient.\nAfter multiple visits to the hospital, it became clear that the child has lactose intolerance and needs low-lactose milk. NAN milk was prescribed to me by the hospital. The regular type and the formula were both used, and neither suited the child. I requested the doctor to write a prescription for another type of milk. He informed me that he is prohibited by the hospital from writing any prescription for an external pharmacy and that prescriptions are only written for medications and milk available in the hospital pharmacy.\nHowever, the milk available there did not suit the child. There was also a visit to the Emergency Department when the child had severe gas and indigestion due to the milk. An ultrasound and abdominal X-ray were performed, and a report was written by the doctor, but no treatment or alternative milk was dispensed, with the excuse that it was not available in the pharmacy. I requested a medical prescription so that I could obtain it from a pharmacy outside the hospital, but this was refused, again with the excuse that hospital administration prohibits writing any external prescriptions and that only what is available in the hospital pharmacy can be prescribed. This contradicts the Health Insurance Policy and Clause 11 of the policy\n\n[Arabic]:\nالشكوى هي بخصوص سوء تعامل مقدم الرعاية الصحية واحتياله الواضح والصريح على شركة التأمين والمريض!\n لأكثر من زياره لدى المستشفي اتضح ان الطفله لديها عسر هضم لاكتوز وتحتاج حليب قليل الاكتوز تم وصف لي حليب نان من قبل المستشفي تم استخدام العادي وتركيبة وكلها لم تناسب الطفله طلبت من الدكتور كتابة وصفه لحليب اخر افادني انه ممنوع من نفس المستشفي كتابة اي وصفه لصيدليه خارجيه فقط يتم كتابة وصفه للادوية والحليب المتوفر في صيدلية المستشفي!\nلكن الحليب المتوفر عندهم لم يناسب الطفله وكانت هناك زياره للطوارىْ حيث كانت الطفله عندها غازات شديده وعسر هضم بسبب الحليب وتم عمل سونار واشعه للبطن وتم كتابة تقرير من قبل الدكتورة لكن لم يتم صرف اي علاج ولا حليب اخر والعذر انه غير متوفر في الصيدلية وتم طلب كتابة وصفه طبية ليتم اخذها من صيدلية خارج المستشفي تم الرفض والعذر ايضاً ممنوع من ادارة المستشفي كتابة اي وصفات خارجيه فقط يتم كتابة المتوفر في صيدلية المستشفي وهذا يخالف وثيقة الضمان الصحي والبند ١١ من الوثيقه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-20T21:00:00Z", "due_at": "2024-01-23T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-20T21:00:00Z", "second_reminder_sent_at": "2024-01-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-20T21:00:00Z", "explanation_received_at": "2024-01-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30291618, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-21 00:00:00", "closed": null, "received": "2024-01-21 17:00:00", "resolved": "2024-01-24 00:00:00", "escalated": null, "first_reminder": "2024-01-21 00:00:00" }, "imported_at": "2026-04-13T21:59:08.139228", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2097", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 2097 } } }, { "model": "complaints.complaint", "pk": "375fe9e6-9d02-423e-845f-8b4cf47e08c2", "fields": { "created_at": "2025-01-28T15:18:00Z", "updated_at": "2026-04-13T19:01:14.501Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3617", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in providing medical care in the emergency department.", "description": "Delay in providing medical care in the emergency department.\n\n[Arabic]:\nإهمال وتأخير في تقديم الرعاية الطبية في قسم الطوارئ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-30T15:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-28T15:18:00Z", "explanation_received_at": "2025-01-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3617, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "3760d7af-3b8a-4c46-9ea4-80a1c04ebda2", "fields": { "created_at": "2025-04-13T16:32:00Z", "updated_at": "2026-04-13T19:01:47.152Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د فهد الدوسري", "expected_result": "", "reference_number": "CMP-2025-04-4004", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Is it reasonable to ask a bedridden patient in severe pain, even after being given morphine, to leave the hospital? I realized after this response that my husband would be at risk, so I continued to insist on the need for immediate hospitalization and, in the end, had to bear the cost of the hospitalization myself just to ensure my husband received the basic right of being under medical supervision. When I returned to his room, I found him screaming in pain, which had worsened, and he was comple", "description": "Is it reasonable to ask a bedridden patient in severe pain, even after being given morphine, to leave the hospital? I realized after this response that my husband would be at risk, so I continued to insist on the need for immediate hospitalization and, in the end, had to bear the cost of the hospitalization myself just to ensure my husband received the basic right of being under medical supervision. When I returned to his room, I found him screaming in pain, which had worsened, and he was completely unable to even lift himself from the bed.\n\n[Arabic]:\nغضب المريض من ااتاخر على الموعد المحدد للدكتور وادخاال المرضى الاخرين والغاء الفاتوره الفاتوره", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T16:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T16:32:00Z", "explanation_received_at": "2025-04-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4004, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "376a7faf-98ca-438f-8153-a287d4a2e0af", "fields": { "created_at": "2022-10-24T13:36:00Z", "updated_at": "2026-04-13T18:56:21.049Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0443", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 21 Oct 2022, in the PICU they gave my daughter anti-pyretic but they didn’t put it correctly in the cannula all the anti-pyretic was leaks on the bed. ", "description": "On 21 Oct 2022, in the PICU they gave my daughter anti-pyretic but they didn’t put it correctly in the cannula all the anti-pyretic was leaks on the bed. \n\n[Arabic]:\nفي 21 أكتوبر 2022، في وحدة العناية المركزة للأطفال، أعطوا ابنتي خافضًا للحرارة، لكنهم لم يضعوه بشكل صحيح في القنية، فتسرب كل خافض الحرارة على السرير.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 157, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-24T21:00:00Z", "due_at": "2022-10-26T13:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-24T21:00:00Z", "explanation_received_at": "2022-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1718885, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-25 00:00:00", "closed": null, "received": "2022-10-24 16:36:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.041376", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0443", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة - أطفال", "main": "التمريض" }, "original_complaint_num": 443 } } }, { "model": "complaints.complaint", "pk": "37747a1e-8fbd-4a7f-8ef5-3ce0087e7aae", "fields": { "created_at": "2025-09-30T08:31:00Z", "updated_at": "2026-04-13T19:02:50.992Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4977", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that, in the visit summary, Radiology Department was listed instead of the Physiotherapy Department.", "description": "The patient reported that, in the visit summary, Radiology Department was listed instead of the Physiotherapy Department.\n\n[Arabic]:\nيفيد المراجع بانه تم وضع في مشهد المراجعه قسم الاشعه بدلا من قسم العلاج الطبيعي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-02T08:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-30T08:31:00Z", "explanation_received_at": "2025-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4977, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "37797f63-a9e6-40c7-9498-86fd303e5c9b", "fields": { "created_at": "2023-11-11T14:59:00Z", "updated_at": "2026-04-13T18:58:42.543Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1828", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance application was not submitted", "description": "The insurance application was not submitted\n\n[Arabic]:\nلم يتم رفع الطلب للتأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201729, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 17:59:00", "resolved": "2023-11-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.540482", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1828", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1828 } } }, { "model": "complaints.complaint", "pk": "378175e5-41a5-4585-aebb-0a085abccf35", "fields": { "created_at": "2025-09-20T09:01:00Z", "updated_at": "2026-04-13T19:02:49.703Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4905", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife had a caesarean section on Thursday morning and requested an epidural to relieve her pain during labor. Unfortunately, it appears that an error occurred during the procedure, resulting in the opposite effect of worsening her condition rather than relieving it. After the procedure, she began experiencing severe numbness in her shoulders and severe back pain, which made labor difficult as she was unable to push due to the resulting pain. Since giving birth, she has continued to suffer from", "description": "My wife had a caesarean section on Thursday morning and requested an epidural to relieve her pain during labor. Unfortunately, it appears that an error occurred during the procedure, resulting in the opposite effect of worsening her condition rather than relieving it. After the procedure, she began experiencing severe numbness in her shoulders and severe back pain, which made labor difficult as she was unable to push due to the resulting pain. Since giving birth, she has continued to suffer from persistent back and shoulder pain, as well as severe headaches.\n\nShe was discharged from the hospital because her insurance did not cover all of the costs, as the amounts exceeded the permitted limit. Now, my wife is unable to care for the baby due to the persistent back and shoulder pain. I am at a loss and don't know what to do to help her.\n\nSo, I request that you reimburse me for the amount paid for the epidural my wife received. This was due to the incompetence of the person who administered the injection, which caused harm. He took a long time trying to insert the needle, causing my wife severe pain. I ask you to find a solution to this problem, and provide the necessary care for my wife to compensate for the harm she suffered. I also hope to be compensated for the amount paid for the injection.\n\n[Arabic]:\nزوجتي كانت قد خضعت لعملية ولادة صباح يوم الخميس، وطلبت إعطائها إبرة الظهر لتخفيف الألم أثناء الولادة. ولكن للأسف، يبدو أن هناك خطأ قد حدث أثناء إعطائها الإبرة، مما أدى إلى تأثير عكسي فاقم من حالتها بدلاً من تخفيف الألم. بعد الإبرة، بدأت تشعر بخدر شديد في الكتفين وألم شديد في الظهر، مما صعب عليها عملية الولادة لأنها لم تتمكن من الدفع بسبب الألم الناتج. ومنذ الولادة وحتى الآن، لا تزال تعاني من ألم مستمر في الظهر والكتفين، بالإضافة إلى صداع شديد.\n\nتم خروجها من المستشفى بسبب عدم تغطية التأمين لجميع التكاليف، حيث تجاوزت المبالغ الحد المسموح به. الآن، زوجتي غير قادرة على العناية بالطفل بسبب الألم المستمر في الظهر والكتفين. أنا في حيرة من أمري ولا أعلم ما الذي يجب أن أفعله لمساعدتها.\n\nلذا، أرجو منكم تعويضي عن المبلغ المدفوع مقابل إبرة الظهر التي تم إعطاؤها لزوجتي، وذلك بسبب عدم كفاءة الشخص الذي قام بإعطائها الإبرة، مما تسبب في ضرر. استغرق وقتًا طويلاً في محاولة إدخال الإبرة، مما سبب لزوجتي ألمًا شديدًا. أطلب منكم إيجاد حل لهذه المشكلة، وتقديم الرعاية اللازمة لزوجتي لتعويض الضرر الذي لحق بها، كما أرجو أن يتم تعويضي عن المبلغ المدفوع للإبرة.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-22T09:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-20T09:01:00Z", "explanation_received_at": "2025-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4905, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "37ad28fc-db4b-45e1-be5a-9f1863eada48", "fields": { "created_at": "2022-10-26T15:17:00Z", "updated_at": "2026-04-13T18:56:21.610Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AFAF", "expected_result": "", "reference_number": "CMP-2022-10-0437", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Tissues were requested from the cleaning department on Saturday afternoon, and we waited a long time for them to be brought, as my daughter is sick and I need tissues. We waited for a long time, and they were not brought until after dinner. The next day, I asked to contact the cleaning supervisor, and a cleaning worker was requested to clean the room. She did not come until a long time later, and there was no response from them. When she came, she wiped and left, and the sinks were not cleaned. ", "description": "Tissues were requested from the cleaning department on Saturday afternoon, and we waited a long time for them to be brought, as my daughter is sick and I need tissues. We waited for a long time, and they were not brought until after dinner. The next day, I asked to contact the cleaning supervisor, and a cleaning worker was requested to clean the room. She did not come until a long time later, and there was no response from them. When she came, she wiped and left, and the sinks were not cleaned. When I called the cleaning supervisor, Afaf, she raised her voice at me and spoke to me in an unprofessional manner and was not cooperative with me. Note that the pictures were attached to clarify the problem with the cleaning.\n\n[Arabic]:\nتم طلب مناديل من قسم النظافة يوم السبت العصر وتم الانتظار لوقت طويل لاحضاره حيث ان ابنتي مريضه وانا بحاجه للمناديل وتم الانتظار لمدة طويله ولم يتم احضاره الا بعد العشاء وعند اليوم التالي طلبت التواصل مشرفة النظافة وتم طلب عامله للتنظيف الغرفه لم يتم حضورها الا بعد وقت طويل ايضا لا يوجد استجابه من قبلهم وعند الحضور قامت بالمسح وذهبت ولم يتم تنظيف المغاسل وعند استدعاء مشرفة النظافة عفاف قامت برفع الصوت علي والتحدث معي بطريقة غير مهنيه ولم تكن متعاونه معي علما انه تم ارفاق الصور لتوضيح الاشكاليه بالنظافة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-25T21:00:00Z", "due_at": "2022-10-28T15:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-25T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30128507, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2022-10-26 00:00:00", "closed": null, "received": "2022-10-26 18:17:00", "resolved": "2022-10-30 00:00:00", "escalated": null, "first_reminder": "2022-10-27 00:00:00" }, "imported_at": "2026-04-13T21:56:21.606369", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0437", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 437 } } }, { "model": "complaints.complaint", "pk": "37c405ca-fb8d-47f0-95e5-10db2b18a463", "fields": { "created_at": "2025-05-17T11:41:00Z", "updated_at": "2026-04-13T19:01:59.364Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض وحدة العناية المتوسطة", "expected_result": "", "reference_number": "CMP-2025-05-4174", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was verbally assaulted by a Filipino nurse in an unprofessional manner ", "description": "I was verbally assaulted by a Filipino nurse in an unprofessional manner \n\n[Arabic]:\nاسلوب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 159, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-19T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-17T11:41:00Z", "explanation_received_at": "2025-05-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4174, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "37d6e19f-f1e8-4f10-bb08-35156b09d6b6", "fields": { "created_at": "2023-06-26T06:27:00Z", "updated_at": "2026-04-13T18:57:50.435Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1384", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary has not received the medical reports regarding their health condition", "description": "The beneficiary has not received the medical reports regarding their health condition\n\n[Arabic]:\nلم يتم تسليم المستفيد تقارير طبيه فيما يخص حالته الصحيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-28T06:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": "2023-06-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1018761039, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": null, "received": "2023-06-26 09:27:00", "resolved": "2023-06-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.429572", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1384", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1384 } } }, { "model": "complaints.complaint", "pk": "37ddfd41-7432-4cf1-bbc4-f1032afb74c3", "fields": { "created_at": "2023-03-16T10:42:00Z", "updated_at": "2026-04-13T18:57:17.718Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HAGIR ASIM ABDELMONEINIM HUSSEIN", "expected_result": "", "reference_number": "CMP-2023-03-1018", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-15T21:00:00Z", "due_at": "2023-03-18T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "ذوي المراجع", "taxonomy": { "domain": null, "category": null, "subcategory": null, "classification": null }, "timeline": { "sent": "2023-03-16 00:00:00", "closed": "2023-03-19 00:00:00", "received": "2023-03-16 13:42:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.713940", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1018", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1018 } } }, { "model": "complaints.complaint", "pk": "37e28008-e12c-41ca-9143-75c25ecb65e0", "fields": { "created_at": "2023-04-12T21:41:00Z", "updated_at": "2026-04-13T18:57:29.124Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Omar Mohamed Ismail Osman", "expected_result": "", "reference_number": "CMP-2023-04-1161", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "a776530f-10f1-428c-a4af-63057aa54dd5", "staff": "a635829e-23cc-483e-91ac-4269ed129b50", "title": "My mother was moved from the intensive care unit to a regular ward without any communication or notification to me by phone. My mother is suffering from Alzheimer's and requires special care, in addition to the extreme cold in the room without providing a heavy blanket.", "description": "My mother was moved from the intensive care unit to a regular ward without any communication or notification to me by phone. My mother is suffering from Alzheimer's and requires special care, in addition to the extreme cold in the room without providing a heavy blanket.\n\n[Arabic]:\nتم خروج والدتي من قسم العناية المركز الى التنويم من دون التواصل معي او ابلاغي هاتفياً ،حيث ان والدتي مصابه ( زهايمر) وتحتاج الى عناية خاصة بالاضافة الى شدة برودة الغرفة من غير توفير غطاء ثقيل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-12T21:00:00Z", "due_at": "2023-04-14T21:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-12T21:00:00Z", "explanation_received_at": "2023-04-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1093785, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-04-13 00:00:00", "closed": null, "received": "2023-04-13 00:41:00", "resolved": "2023-05-09 00:00:00", "escalated": null, "first_reminder": "2023-04-18 00:00:00" }, "imported_at": "2026-04-13T21:57:29.110801", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1161", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 1161 } } }, { "model": "complaints.complaint", "pk": "37f2a89b-9886-4dab-9acb-777027a12a09", "fields": { "created_at": "2022-12-03T13:36:00Z", "updated_at": "2026-04-13T18:56:34.179Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. EMAN", "expected_result": "", "reference_number": "CMP-2022-11-0581", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I didn't need an appointment with Dr. Iman Jald, and the treatment required a blood test beforehand. Since the test had to be done while fasting, I arrived the next day after taking the test results from work. On the day of my follow-up appointment with Dr. Nuseiba, the patient received the treatment. When she asked me about the type of contraceptive I was using, knowing that Dr. Iman hadn't confirmed this beforehand, I wouldn't have needed to make two appointments, wouldn't have gone to the hos", "description": "I didn't need an appointment with Dr. Iman Jald, and the treatment required a blood test beforehand. Since the test had to be done while fasting, I arrived the next day after taking the test results from work. On the day of my follow-up appointment with Dr. Nuseiba, the patient received the treatment. When she asked me about the type of contraceptive I was using, knowing that Dr. Iman hadn't confirmed this beforehand, I wouldn't have needed to make two appointments, wouldn't have gone to the hospital, and wouldn't have had to pay for the tests, which I didn't need.\n\n[Arabic]:\nحجزت موعد عند الدكتورة ايمان جلدية، وكان العلاج يستدعي عمل تحليل قبله. و لان التحليل يجب ان يكون اثناء صيام، جئت يوم اخر بعد اخذ اذن من عملي لعمل التحليل. و اليوم كان مراجعة عند الدكتورة نسيبة ليتم صرف العلاج، و عند المراجعة سألتني ما نوع مانع الحمل الذي استخدمه مع العلم ان الدكتورة ايمان لم تقوم بالتاكد قبل اتخاذ الاجراءات علما لو كان لدي علم في اول زياره لم اقوم باخذ موعدين زياره ولم يتم حضوري للمستشفى ولم يتم دفع لعمل التحاليل لم اكن بحاجه اليها. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-02T21:00:00Z", "due_at": "2022-12-05T13:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-02T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-11T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 884613, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2022-12-03 00:00:00", "closed": "2023-01-12 00:00:00", "received": "2022-12-03 16:36:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:34.174986", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0581", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 581 } } }, { "model": "complaints.complaint", "pk": "3808c848-c6b4-4d8d-8a42-59d3317efa10", "fields": { "created_at": "2023-06-04T17:16:00Z", "updated_at": "2026-04-13T18:57:48.762Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1311", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dinner was served, and there was a short hair in the soup, which caused my dissatisfaction and led me to file a complaint.", "description": "Dinner was served, and there was a short hair in the soup, which caused my dissatisfaction and led me to file a complaint.\n\n[Arabic]:\nتم احضار وجبه العشاء وكان هناك شعر قصير في الشوربه مما ادى الى استيائي ورفع شكوى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-06T21:00:00Z", "due_at": "2023-06-06T17:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-06T21:00:00Z", "explanation_received_at": "2023-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226732, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2023-06-07 00:00:00", "closed": null, "received": "2023-06-04 20:16:00", "resolved": "2023-06-13 00:00:00", "escalated": null, "first_reminder": "2023-06-10 00:00:00" }, "imported_at": "2026-04-13T21:57:48.760047", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1311", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 1311 } } }, { "model": "complaints.complaint", "pk": "386d89d8-42c6-41a2-a9f8-31c1af2370e2", "fields": { "created_at": "2025-05-19T12:17:00Z", "updated_at": "2026-04-13T19:01:59.838Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية ", "expected_result": "", "reference_number": "CMP-2025-05-4189", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "She saw the doctor, paid the required fees, and had the tests done. She passed and requested a review of the diagnosis. The prescription was issued for her on the same day of the review. Why is the review appointment delayed? Since it is for diagnosis and prescription purposes, the review is still only for follow-up.", "description": "She saw the doctor, paid the required fees, and had the tests done. She passed and requested a review of the diagnosis. The prescription was issued for her on the same day of the review. Why is the review appointment delayed? Since it is for diagnosis and prescription purposes, the review is still only for follow-up.\n\n[Arabic]:\nتاخير بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-21T12:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-19T12:17:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4189, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "388d13c2-79c1-4f0f-9fae-25e8b57bf500", "fields": { "created_at": "2025-04-09T07:07:00Z", "updated_at": "2026-04-13T19:01:46.930Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الأدوية الوريدية ", "expected_result": "", "reference_number": "CMP-2025-04-3987", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother attended to receive an iron infusion in the intravenous medication room 20, but she was not received. When we went to the outpatient clinics administration, there was no cooperation or solution to the issue, and the case was not received, despite the necessity of administering the infusion to the patient.", "description": "My mother attended to receive an iron infusion in the intravenous medication room 20, but she was not received. When we went to the outpatient clinics administration, there was no cooperation or solution to the issue, and the case was not received, despite the necessity of administering the infusion to the patient.\n\n[Arabic]:\nحضرت والدتي لتلقي حقن الحديد في غرفة الأدوية الوريدية 20، ولكنها لم تُستقبل. وعندما ذهبنا إلى إدارة العيادات الخارجية، لم يكن هناك أي تعاون أو حل للمشكلة، ولم يتم استقبال الحالة، على الرغم من ضرورة إعطاء الحقن للمريضة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-11T07:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-09T07:07:00Z", "explanation_received_at": "2025-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3987, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "3897fa56-4be4-4ee1-9eea-3d59dbef8fd4", "fields": { "created_at": "2024-01-04T12:57:00Z", "updated_at": "2026-04-13T18:59:05.803Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2024-01-2044", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "The cesarean section wound became infected, the stitches were removed, and the wound was not healing. The patient requested antibiotics immediately after delivery, but they categorically refused to give them to her despite her medical history and her continuous complaints of pain from the wound.There was negligence on the part of the medical staff during my admission. One of the doctors came and said the stitches weren't good and didn't perform any procedure. Treatment was also delayed for five ", "description": "The cesarean section wound became infected, the stitches were removed, and the wound was not healing. The patient requested antibiotics immediately after delivery, but they categorically refused to give them to her despite her medical history and her continuous complaints of pain from the wound.There was negligence on the part of the medical staff during my admission. One of the doctors came and said the stitches weren't good and didn't perform any procedure. Treatment was also delayed for five hours after delivery. I've now gone to another hospital for treatment with a trusted doctor, at my own expense and outside of my insurance. We went to Dr. Marwa.Several times, her advice was simple, and she only prescribed medication without any immediate medical intervention to prevent the wound from reopening. The wound is still not healing. Please take action and compensate us for the medical error.\n\n[Arabic]:\n جرح الولادة التهب وتم فك القطب والجرح لم يكن ملتئم .. وطلبت المريضة مضاد حيوي بعد الولادة مباشرة ورفضوا\nاعطائها بشكل قطعي بالرغم من وجود تاريخ مرضي أطلعتهم عليه وبالرغم من شكوى المريضة بشكل مستمر من الم الجرح وكان\nهناك إهمال من الكادر الطبي بالتنويم كامل وجائت احد الطبيبات وقالت ان القطب ليست جيدة ولم تعمل اي\nاجراء كما تاخر الحصول على العلاج بعد الولادة ب ٥ ساعات حاليا ذهبت لمستشفى آخر للعلاج عند دكتور موثوق\nوعلى حسابي الشخصي خارج التامين حيث ذهبنا للطبيبة مروى عدة مرات وكان كلامها بسيطة مع إعطاء ادوية فقط\nدون اي اجراء طبي فوري لتجنب فتح الجرح والجرح مازال غير ملتئم،، الرجاء اتخاذ اجراء وتعويضنا عن الخطأ الطبي الحاصل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-03T21:00:00Z", "due_at": "2024-01-06T12:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-03T21:00:00Z", "explanation_received_at": "2024-01-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-07T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30178557, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional\nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-01-04 00:00:00", "closed": null, "received": "2024-01-04 15:57:00", "resolved": "2024-01-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.792894", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2044", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2044 } } }, { "model": "complaints.complaint", "pk": "389e8dc0-2c7a-4aac-852f-9b348a65f204", "fields": { "created_at": "2025-11-23T10:32:00Z", "updated_at": "2026-04-13T19:03:14.426Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5355", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The surgery was performed on the 17th, and the patient was admitted for one day. The following day at 4:00 PM, the doctor visited the patient for a follow-up appointment. The admission was then extended for an additional day after 4:00 PM, but the insurance company refused to cover it. As a result, I was asked to pay 6,000 riyals for the extended day, the cost of the surgery, the instruments used, and the patient's post-operative care. It should be noted that the patient was unable to pass gas o", "description": "The surgery was performed on the 17th, and the patient was admitted for one day. The following day at 4:00 PM, the doctor visited the patient for a follow-up appointment. The admission was then extended for an additional day after 4:00 PM, but the insurance company refused to cover it. As a result, I was asked to pay 6,000 riyals for the extended day, the cost of the surgery, the instruments used, and the patient's post-operative care. It should be noted that the patient was unable to pass gas or use the restroom after the surgery. Insurance Refusal Number: 124927408\n\n[Arabic]:\nتم إجراء العملية الجراحية بتاريخ 17، وتم تنويم المريض لمدة يوم واحد. في اليوم التالي عند الساعة الرابعة عصرًا قام الطبيب بزيارة المريض لمتابعة حالته. بعد ذلك تم تمديد التنويم ليوم إضافي بعد الساعة الرابعة عصرًا، إلا أن شركة التأمين قامت برفض التغطية. نتيجة لذلك طُلب مني سداد مبلغ 6000 ريال مقابل يوم التمديد والعلاج المصروف للعملية والأدوات المستخدمة والرعاية المقدمة للمريض. علمًا بأن المريض بعد إجراء العملية لم يتمكن من إخراج الغازات أو دخول الحمام. رقم رفض التأمين: 124927408", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-25T10:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-23T10:32:00Z", "explanation_received_at": "2025-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5355, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "38d08a49-2660-4842-bef2-ca95c2806912", "fields": { "created_at": "2025-06-28T07:05:00Z", "updated_at": "2026-04-13T19:02:12.615Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التمريض - تنويم الاطفال ديفتي", "expected_result": "", "reference_number": "CMP-2025-06-4392", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The needle was inserted incorrectly, which caused swelling ", "description": "The needle was inserted incorrectly, which caused swelling \n\n[Arabic]:\nتم إدخال الإبرة بشكل غير صحيح مما تسبب في تورم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-30T07:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-28T07:05:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4392, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "38dae054-b727-40d3-a64c-bee4a4932915", "fields": { "created_at": "2025-10-22T20:56:00Z", "updated_at": "2026-04-13T19:03:03.067Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MALAK ALANAZI", "expected_result": "", "reference_number": "CMP-2025-10-5131", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "لم يتم اخبار المراجعه بان الاخصائيه وجدان غير متواجده اثناء الموعد", "description": "لم يتم اخبار المراجعه بان الاخصائيه وجدان غير متواجده اثناء الموعد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-24T20:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, 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"recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3784, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "396def4c-9e6d-41b2-8828-fecb1c453ae8", "fields": { "created_at": "2023-07-04T07:23:00Z", "updated_at": "2026-04-13T18:57:58.675Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1402", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The laboratory results have been delayed for more than a month", "description": "The laboratory results have been delayed for more than a month\n\n[Arabic]:\nتاخير في تسليم نتائج التحاليل لاكثر من شهر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-03T21:00:00Z", "due_at": "2023-07-06T07:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-03T21:00:00Z", "explanation_received_at": "2023-07-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, 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Quality", "subcategory": "1.1. Examination", "classification": "1.1.4. Lab tests not performed" }, "timeline": { "sent": "2023-07-04 00:00:00", "closed": null, "received": "2023-07-04 10:23:00", "resolved": "2023-07-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.670609", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1402", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1402 } } }, { "model": "complaints.complaint", "pk": "3987fae2-45eb-45ed-abad-fd38aa696c95", "fields": { "created_at": "2022-10-18T16:04:00Z", "updated_at": "2026-04-13T18:56:19.928Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0409", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Polio vaccination is not available for children aged one and a half years.", "description": "Polio vaccination is not available for children aged one and a half years.\n\n[Arabic]:\nعدم توفر تطعيم شلل الاطفال لعمر سنه ونص .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-17T21:00:00Z", "due_at": "2022-10-20T16:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-17T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30097503, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2022-10-18 00:00:00", "closed": null, "received": "2022-10-18 19:04:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.916896", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0409", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 409 } } }, { "model": "complaints.complaint", "pk": "39b843d5-259b-4bdf-b341-113bce5eb83b", "fields": { "created_at": "2023-01-31T15:08:00Z", "updated_at": "2026-04-13T18:56:57.740Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0829", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My vision was measured by an optician, and I was given the measurements and instructed to have glasses made and used.\n\nThis resulted in headaches, pain, burning, and discomfort in my eyes. Upon returning to the optician, it became clear that the measurements taken by the optician were incorrect. I was forced to have new measurements taken and new lenses, and I paid 625 riyals as a co-payment.", "description": "My vision was measured by an optician, and I was given the measurements and instructed to have glasses made and used.\n\nThis resulted in headaches, pain, burning, and discomfort in my eyes. Upon returning to the optician, it became clear that the measurements taken by the optician were incorrect. I was forced to have new measurements taken and new lenses, and I paid 625 riyals as a co-payment.\n\n[Arabic]:\nتم اخذ قياسات النظر من قبل فنية قياس النظر وتم اعطاي القياسات وتم توجيه لتفصيل النظارات واستخدامها\nمما ادى للصداع والم وشرار وحرقان فالعين وعدم الارتياح و اتضح عند عودتي الى مسؤول النظارات ان القياسات\nالتي تم عملها من قبل فنية الفحص غير صحيحة فأضطررت الى اخذ قياسات جديده وعدسات جديده وتم دفع 625\nريال نسبة تحمل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 61, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T15:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": "2023-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 932283, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 18:08:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.737044", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0829", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني فحص النظر", "main": "الطبي" }, "original_complaint_num": 829 } } }, { "model": "complaints.complaint", "pk": "39f3f6e5-e5b1-4b89-8dd3-d935f7f907b3", "fields": { "created_at": "2022-09-27T12:39:00Z", "updated_at": "2026-04-13T18:56:08.958Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HASSAN FALLAJ ALKWIKBI", "expected_result": "", "reference_number": "CMP-2022-09-0091", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 6-9-2022, I visited Dr. Hassan Al-Kwikbi. I was not examined properly by the doctor, as I was received in the clinic for two minutes, and no tests were done for me. I was simply given medication.", "description": "On 6-9-2022, I visited Dr. Hassan Al-Kwikbi. I was not examined properly by the doctor, as I was received in the clinic for two minutes, and no tests were done for me. I was simply given medication.\n\n[Arabic]:\nبتاريخ 6-9-2022 تم زيارتي للطبيب حسن الكويكبي لم يتم الفحص علي جيدا من قبل الطبيب حيث تم استقبالي في العياده لمدة دقيقتان ولم يتم عمل اي فحوصات لي وتم الاكتفاء باعطائي ادوية. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-09T21:00:00Z", "due_at": "2022-09-29T12:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-09T21:00:00Z", "explanation_received_at": "2022-09-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30041845, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-10 00:00:00", "closed": null, "received": "2022-09-27 15:39:00", "resolved": "2022-09-27 00:00:00", "escalated": null, "first_reminder": "2022-09-11 00:00:00" }, "imported_at": "2026-04-13T21:56:08.950125", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0091", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 91 } } }, { "model": "complaints.complaint", "pk": "39f6927a-b545-470c-839c-fb3d51b845f9", "fields": { "created_at": "2024-12-07T11:49:00Z", "updated_at": "2026-04-13T19:01:00.099Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3306", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " ولا يوجد ملفات \"مرفق لكم ملف\"", "description": " ولا يوجد ملفات \"مرفق لكم ملف\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-06T21:00:00Z", "due_at": "2024-12-09T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-08T21:00:00Z", "second_reminder_sent_at": "2024-12-08T21:00:00Z", "escalated_at": "2024-12-08T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-06T21:00:00Z", "explanation_received_at": "2024-12-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-12-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30227049, "source": "ذوي المراجع", "taxonomy": { "domain": null, "category": null, "subcategory": null, "classification": null }, "timeline": { "sent": "2024-12-07 00:00:00", "closed": null, "received": "2024-12-07 14:49:00", "resolved": "2024-12-26 00:00:00", "escalated": "2024-12-09 00:00:00", "first_reminder": "2024-12-09 00:00:00" }, "imported_at": "2026-04-13T22:01:00.094000", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3306", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 3306 } } }, { "model": "complaints.complaint", "pk": "3a09a629-c7d0-459c-a6cc-b9ea2921defd", "fields": { "created_at": "2024-02-28T12:59:00Z", "updated_at": "2026-04-13T18:59:19.710Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2241", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Hepatitis C, A, and B vaccinations not yet appeared on seha", "description": "Hepatitis C, A, and B vaccinations not yet appeared on seha\n\n[Arabic]:\nلم تظهر لقاحات التهاب الكبد الوبائي سي، إيه، وبي بعد على موقع صحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-27T21:00:00Z", "due_at": "2024-03-01T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-27T21:00:00Z", "explanation_received_at": "2024-02-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1220929, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-02-28 00:00:00", "closed": null, "received": "2024-02-28 15:59:00", "resolved": "2024-03-02 00:00:00", "escalated": null, "first_reminder": "2024-02-29 00:00:00" }, "imported_at": "2026-04-13T21:59:19.704378", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2241", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2241 } } }, { "model": "complaints.complaint", "pk": "3a0b4762-eb61-4eac-96a7-cb5e2a87ede6", "fields": { "created_at": "2023-11-08T13:32:00Z", "updated_at": "2026-04-13T18:58:42.042Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1816", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in dengue fever test results.", "description": "Delay in dengue fever test results.\n\n[Arabic]:\nتاخير في نتائج تحاليل حمى الضنك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-07T21:00:00Z", "due_at": "2023-11-10T13:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-07T21:00:00Z", "explanation_received_at": "2023-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233249, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2023-11-08 00:00:00", "closed": null, "received": "2023-11-08 16:32:00", "resolved": "2023-11-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.037948", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1816", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1816 } } }, { "model": "complaints.complaint", "pk": "3a1d4e4d-addd-43f7-852d-64dba1d25c9c", "fields": { "created_at": "2025-08-02T10:39:00Z", "updated_at": "2026-04-13T19:02:34.173Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور عبدالله ", "expected_result": "", "reference_number": "CMP-2025-08-4558", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review indicates that the doctor requested imaging without any medical indications.", "description": "The review indicates that the doctor requested imaging without any medical indications.\n\n[Arabic]:\nتفيد المراجعه بأن الطبيب قام بطلب اشعه دون وجود دواعي طبيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-04T10:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-02T10:39:00Z", "explanation_received_at": "2025-08-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4558, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "3a271126-37c7-4c9e-9334-01292f71b2b3", "fields": { "created_at": "2023-05-20T11:15:00Z", "updated_at": "2026-04-13T18:57:40.203Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Azza Bashir ", "expected_result": "", "reference_number": "CMP-2023-05-1266", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "The patient was refused entry and not provided with reasons for not being seen at the scheduled time, despite arriving 30 minutes early. After a long wait outside the clinic, when I was finally allowed in, there was a discussion between the doctor and my husband about the delay and the reason for my referral to another doctor after 8 months of consultations. I was informed that I would be referred to another doctor and instructed to go to her for future visits. I emphasized the need for a detail", "description": "The patient was refused entry and not provided with reasons for not being seen at the scheduled time, despite arriving 30 minutes early. After a long wait outside the clinic, when I was finally allowed in, there was a discussion between the doctor and my husband about the delay and the reason for my referral to another doctor after 8 months of consultations. I was informed that I would be referred to another doctor and instructed to go to her for future visits. I emphasized the need for a detailed report on the patient's condition and necessary prenatal needs, requesting a clear plan outlining the vaccinations, medications, and health status provided to enable us to consult a specialist at another hospital.\n\n[Arabic]:\nتم رفض استقبال المريضه والإجابة عن اسباب عدم الدخول على الموعد وادخال مراجعين اخرين رغم الحضور المبكر للموعد بنصف ساعة تم الانتظار الطويل امام العياده وعند الدخول كان هناك نقاش بينها وبين زوجي عن سبب التأخير وسبب تحويلي لدكتوره اخرى بعد مراجعات دامت ٨ أشهر حيث تم تحويلي الى طبيبه اخرى وابلاغي بالتوجه لها في الزيارات القادمه علما اني ابلغتها بضرورة الحصول على تقرير مفصل على حالة المريضه والاحتياجات اللازمة ماقبل الولادة ويتم توضيح خطة مفصلة لما تم تقديمه من تطعيمات وأدوية والحاله الصحية ليتسنى لنا مراجعه دكتورة مختصة في مشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-19T21:00:00Z", "due_at": "2023-05-22T11:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-19T21:00:00Z", "explanation_received_at": "2023-05-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231367, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-05-20 00:00:00", "closed": null, "received": "2023-05-20 14:15:00", "resolved": "2023-05-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.199726", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1266", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1266 } } }, { "model": "complaints.complaint", "pk": "3a3f98be-31d1-4abe-ad7b-f303335ff7e7", "fields": { "created_at": "2024-09-09T15:25:00Z", "updated_at": "2026-04-13T19:00:27.632Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2889", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance was requested by the doctor without explaining the required procedure to the patient's family or obtaining their consent.", "description": "The insurance was requested by the doctor without explaining the required procedure to the patient's family or obtaining their consent.\n\n[Arabic]:\nتم الرفع لتامين من قبل الدكتور دون التوضيح لذوي المريض بالاجراء المطلوب او اخذ الموافقه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-08T21:00:00Z", "due_at": "2024-09-11T15:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-09T21:00:00Z", "second_reminder_sent_at": "2024-09-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-08T21:00:00Z", "explanation_received_at": "2024-09-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30173495, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-09-09 00:00:00", "closed": null, "received": "2024-09-09 18:25:00", "resolved": "2024-09-11 00:00:00", "escalated": null, "first_reminder": "2024-09-10 00:00:00" }, "imported_at": "2026-04-13T22:00:27.627919", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2889", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 2889 } } }, { "model": "complaints.complaint", "pk": "3a54e71c-59ee-45e5-bce4-605fcacb5a63", "fields": { "created_at": "2025-10-27T14:37:00Z", "updated_at": "2026-04-13T19:03:03.555Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. RIMA SAMI BADER", "expected_result": "", "reference_number": "CMP-2025-10-5163", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An echocardiogram was requested for the child by the doctor, but she did not complete the procedure, nor did she upload the images of the first examination to the system. After that, she requested a new request through the insurance to repeat the examination, but the insurance company rejected the new request because it was previously approved for the same case and the same previous report. When we informed her of this, she refused to listen to us despite our urgent need for an echocardiogram an", "description": "An echocardiogram was requested for the child by the doctor, but she did not complete the procedure, nor did she upload the images of the first examination to the system. After that, she requested a new request through the insurance to repeat the examination, but the insurance company rejected the new request because it was previously approved for the same case and the same previous report. When we informed her of this, she refused to listen to us despite our urgent need for an echocardiogram and was satisfied with writing a report only without the images, without taking into account the child’s condition or the parents’ need to be reassured about him. I want to take action against her.\n\n[Arabic]:\nتم طلب فحص إيكو للقلب للطفلة من قبل الدكتورة، إلا أنها لم تكمل إجراء الفحص، كما لم تقم برفع صور الفحص الأول على النظام وبعد ذلك طالبت برفع طلب جديد عبر التأمين لإعادة الفحص، إلا أن شركة التأمين رفضت الطلب الجديد لكونه معتمدًا مسبقًا لنفس الحالة ولنفس التقرير السابق وعند ابلاغها بذلك رفضت الاستماع الينا بالرغم من حاجتنا الضرورية لفحص الايكو واكتفت بكتابة تقرير فقط دون الصور ، و مع عدم مراعاه لحاله الطفله او حاجه الأبوين للاطمئنان عليه ، واريد اتخاذ الاجراء بحقها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 30, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-29T14:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-27T14:37:00Z", "explanation_received_at": "2025-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5163, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "3aeaebb2-48a3-4d5a-8fb4-af2555c88e79", "fields": { "created_at": "2022-09-19T15:46:00Z", "updated_at": "2026-04-13T18:56:06.594Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR .ANELLA", "expected_result": "", "reference_number": "CMP-2022-09-0101", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 10-09-2022 I was with Dr.Anila. the Dr and the nurse were not nice with me also when I asked the Dr. Anila to request the U/S for me she didn’t approved for that and the nurse laughed and she said for the Dr “the Saudi women always like that “ There way when they were talked with me was inappropriate behavior. ", "description": "On 10-09-2022 I was with Dr.Anila. the Dr and the nurse were not nice with me also when I asked the Dr. Anila to request the U/S for me she didn’t approved for that and the nurse laughed and she said for the Dr “the Saudi women always like that “ There way when they were talked with me was inappropriate behavior. \n\n[Arabic]:\nفي 10-09-2022 كنت مع الدكتورة أنيلا. لم تكن الدكتورة والممرضة لطيفتين معي، وعندما طلبت من الدكتورة أنيلا أن تطلب لي فحص الموجات فوق الصوتية، رفضت، وضحكت الممرضة وقالت للدكتورة: \"النساء السعوديات دائماً ما يفعلن ذلك\". كان أسلوبهما في الحديث معي غير لائق.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-21T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-13T21:00:00Z", "second_reminder_sent_at": "2022-09-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221334, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-19 18:46:00", "resolved": "2022-09-18 00:00:00", "escalated": null, "first_reminder": "2022-09-14 00:00:00" }, "imported_at": "2026-04-13T21:56:06.590820", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0101", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 101 } } }, { "model": "complaints.complaint", "pk": "3b1a1d18-2a4f-41a2-b13f-9ea12fdefc99", "fields": { "created_at": "2025-07-22T17:04:00Z", "updated_at": "2026-04-13T19:02:25.136Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-07-4512-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The Patient Expresses dissatisfaction with Level of room cleanliness as it is not cleaned regularly, and when it is cleaned, it is not done properly.\n", "description": "The Patient Expresses dissatisfaction with Level of room cleanliness as it is not cleaned regularly, and when it is cleaned, it is not done properly.\n\n\n[Arabic]:\nعدم القيام بالتنظيف الدوري للغرفه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T17:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T17:04:00Z", "explanation_received_at": "2025-07-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4512, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3b1d61ef-5997-4237-bf7b-820cf2a79dc0", "fields": { "created_at": "2025-04-20T12:10:00Z", "updated_at": "2026-04-13T19:01:47.939Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية", "expected_result": "", "reference_number": "CMP-2025-04-4046-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Costs not covered by insurance", "description": "Costs not covered by insurance\n\n[Arabic]:\nعدم تغطية التكاليف من التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-22T12:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-20T12:10:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4046, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "3b2d483a-dc1e-4b5c-8b15-750e015ca806", "fields": { "created_at": "2024-04-15T16:23:00Z", "updated_at": "2026-04-13T18:59:36.848Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "PHARMACIST - LAYAN ALSWAIYAN", "expected_result": "", "reference_number": "CMP-2024-04-2362", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy after getting my medication, and after waiting, I received one type of medication. The pharmacist informed me that the second medication was restricted and I needed to get it from her colleagues. She asked me to take the number I got with me. I took it and waited for about 7 minutes, but no one came to help me. I asked her colleagues, and they said she would come shortly. After waiting another 12 minutes, I asked again if anyone could assist me. She replied, \"Yes, just a f", "description": "I went to the pharmacy after getting my medication, and after waiting, I received one type of medication. The pharmacist informed me that the second medication was restricted and I needed to get it from her colleagues. She asked me to take the number I got with me. I took it and waited for about 7 minutes, but no one came to help me. I asked her colleagues, and they said she would come shortly. After waiting another 12 minutes, I asked again if anyone could assist me. She replied, \"Yes, just a few minutes, relax,\" and she was supposed to call me.\n\nUnfortunately, she came after a while, and I noticed she didn't call me. I got up myself and noticed that her expression was sour, and she seemed disinterested. I handed her the number, and she took some time before saying to place the number in the box next to her. I looked at her oddly, as her request seemed strange. I pulled the number back and kept it on my side without putting it in the box. She started looking at me, saying, \"Put it in the box.\" I asked, \"Why should I? What's the reason?\" She said, \"We have it there to avoid germs; I don't want to touch it or have it on the table,\" clearly stating the word \"germs.\"\n\nI responded, \"What germs? I've never heard anyone say that.\" She insisted, \"Put it in the box.\" I neither put it in nor took it away because, honestly, I was disgusted by the box and worried about germs and bacteria, as she mentioned. She then asked for my ID. I took it out from the Tawakkalna app and placed my phone in front of her. She looked at the phone, took it in her hand, raised it, and returned it to the shelf once she was done. I took it back and put it in my bag. She then asked for my ID again.\n\nI felt like she was trying to provoke me because she was dragging things out and seemed to be enjoying making me uncomfortable. After some time, she brought a paper and made me fill it out, not explaining what it was. She placed the paper and a pen at her fingertips, indicating she was disgusted by something. She was clearly sanitizing her hands after touching the paper and placed it on the table but said nothing. I took out my pen because I worried about the pharmacy being a place for infections.\n\nThe most important thing is that she handed me the medication without explaining how to use it. I asked, \"Is this her system? I’m annoyed; didn’t you hear my request to explain how to use it?\" I hope you can check the cameras. When I asked her for her name, she proudly responded, \"Layan.\" I told her that her attitude while being upset was not my fault, and it wasn’t my issue that she arrived late. She said she hadn’t been late; it had only been 5 minutes since they informed her.\n\nI mentioned her attitude toward the paper and germs, and she confirmed it. I said, \"So your hands also have germs.\" She replied that they place the box there (for people like her and others) to keep it. I told her, \"Don’t challenge me; I’ll complain about you.\" She casually responded, \"Go ahead and complain,\" showing indifference to the consequences. At that moment, her colleague wearing a veil was standing behind her, watching the situation. Unfortunately, I spoke loudly, saying, \"What are you saying? You think I have germs?\"\n\nNo one from the pharmacy staff intervened to stop her or asked her to change her attitude or to hand the task over to someone else. The doctor had not explained to me how to take the medication. I took a whole pill instead of half because I was nervous. It’s worth noting that she is tasked with dispensing restricted medications, meaning she is aware of the requirements and is unfit to handle restricted prescriptions. We need someone highly qualified in her place. I await a response to my complaint and request a review of the cameras to confirm what has been stated.\n\n[Arabic]:\nتم صرف العلاج وبعد الخروج توجهت لصيدليه واخذت رقم بعد الانتظار اخذت نوع والثاني خبرتني انه علاج مقيد واخذه من زميلاتها وقالت خذي معك رقم الي اخذتيه اخذته وتوجهت وانتظرت لمده 7دقايق مافيه احد سئلت زميلاتها قالت شوي وبتجي انتظرت بعدها 12 دقيقه وقلت ماجت فيه احد يخدمني ؟ قالت ايه بس دقايق ارتاحي وهي بتناديك جلست قدام كونتر حقها عشان تشوفني للاسف جت بعد وقت وجلست اناظر فيها ولا نادتني قمت انا بنفسي كان وجهها مكشر ونفسها في خشمها ولا لها خلق عطيتها رقم وجلست وقت وقالت حطي رقم في علبه الي جنبك ناظرتها كان طلبها غريب عجيب وش سبب سحبت رقم عنها وخليته من جهتي بس ماحطيته في العلبه هنا صارت تناظر وتقول حطيه في العلبه قلت ليش احطه وش سبب !! قالت هذا حاطينه عشان الجراثيم مابي المسه او مابي يكون ع طاوله بس قالت جرررراثيم واضحه ايضا جراثيم قالتها بوضوح !!! قلت خير وش جراثيمه اول مره احد يقول كذا قالت حطيها في العلبه ماحطيتها ولا شلتها لاني الصدق انقرفت من ذا العلبه وخفت ان فيه جراثيم وبكتيريا معديه ع قولتها ... قالت عطيني بطاقة احوالك طلعتها من توكلنا وحطيت الجوال قدامها شافت الجوال واخذته بيدها رفعته يوم خلصت منه ورجعت وحطته ع الرف لانها انتهت منه انا خذته و رجعته لشنطتي قالت احتاج الاحوال عطيني اياها مره ثانيه ؟؟؟؟ حسيت انها تحاول تستفزني مره ثانيه وتبي تطلعني من طوري لانها تتمطط جلست وقت تحوس وانا واقفه جابت ورقه وخلتني اعبيها طبعا مدري وش تقول حطت الورقه وقلم بطرف اصبعها تبين انها مشمئزه من شي ما وطبعا تعقم يدها الورقه حطتها مدري وش قالت بس من حركاتها يعني عبيها طلعت قلمي لاني خفت ان في الصيدليه مرض معدي وكثرت المعقمات ع الطاولات خوفني زياده للاسف والشي الاهم هنا انها حطت العلاج ولا شرحت لي طريقة الاستخدم ( هل هذا نظامها انا معصبه ولا سمعتي كلامي ما اشرح لك طريقة الاستخدام !!!) واتمنى ترجعون للكميرات وقلت لها اسمك قالت بكل فخر ليان قلت ترا اسلوبك وانتي معصبه وزعلانه انا مالي دخل جيتي متاخره مهوب غلطي قالت اصلا ماتاخرت 5 دقايق بعد ماعطوني خبر جيت قلت واسلوب الورقه والجراثيم خير تقولين كذا قالت ايه جراثيم قلت يعني انتي بعد يدينك جراثيم والعلبه ماعمر احد قال حطي الورقه فيه خير تقولين لي حطيها عشانك جراثيم ردت وقالت العلبه نحطها (لك انتي واشكالك )تحطونها فيها قلت واالله لاتحديني اشتكي عليك قالت اشتكي عااادي وهي غير مبالية لمى سوف يحدث للمعل+BB15وميه لها زميله لابسه نقاب وقفت وراها تراقب الوضع وللاسف صوتي واضح وانا اقول خير تقولين انا فيني جراثيم ولا فيه اي احد من الصيدلانيين تدخل او وقفها عند حدها وطلب منها تغير اسلوبها او توكل المهمه لاحد ثاني العلاج لم يشرح لي الدكتور طلب اخذ نص حبه اخذت حبه كامله لاني توترت علما انها موظفه مهمتها صرف الادويه المقيدة يعني تصرف لحالات معينه وليست جاهله بذلك وهي بالفعل ليست مؤهله لاعطاء الوصفات المقيده ويجيب وضع شخص ذو كفاءه عاليه بانتظار الرد على الشكوى وان امكن مراجعة الكاميرات لاثبات ماتم ذكره ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-15T21:00:00Z", "due_at": "2024-04-17T16:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-15T21:00:00Z", "explanation_received_at": "2024-04-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30102263, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-04-16 00:00:00", "closed": null, "received": "2024-04-15 19:23:00", "resolved": "2024-04-18 00:00:00", "escalated": null, "first_reminder": "2024-04-17 00:00:00" }, "imported_at": "2026-04-13T21:59:36.838016", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2362", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2362 } } }, { "model": "complaints.complaint", "pk": "3b5b5500-2f42-4d66-9576-c1cfb001fd7c", "fields": { "created_at": "2024-06-05T17:11:00Z", "updated_at": "2026-04-13T18:59:56.771Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2550", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was no safe deposit box available, and the patient was required to sign a waiver releasing the hospital from any responsibility for lost belongings.", "description": "There was no safe deposit box available, and the patient was required to sign a waiver releasing the hospital from any responsibility for lost belongings.\n\n[Arabic]:\nعدم توفر صندوق امانات والزم المريض توقيع اخلاء مسوولية المستشفى من مطالبة المريض بالمفقودات .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-04T21:00:00Z", "due_at": "2024-06-07T17:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-05T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-04T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30063039, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.3.Safety & Security", "classification": "3.3.2.Poor security response" }, "timeline": { "sent": "2024-06-05 00:00:00", "closed": null, "received": "2024-06-05 20:11:00", "resolved": "2024-06-09 00:00:00", "escalated": null, "first_reminder": "2024-06-06 00:00:00" }, "imported_at": "2026-04-13T21:59:56.761258", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2550", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 2550 } } }, { "model": "complaints.complaint", "pk": "3b6662f7-5d78-4701-ae7c-9d4704a00530", "fields": { "created_at": "2024-03-21T14:01:00Z", "updated_at": "2026-04-13T18:59:27.514Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAWAN KHOJALY MOHAMED OSMAN ", "expected_result": "", "reference_number": "CMP-2024-03-2307", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I brought my mother in as an emergency. She only had visitor's insurance, and the emergency room staff insisted on her admission, even though the medical reports, X-rays, and lab results didn't warrant it according to the treatment protocols. They also asked me to sign a waiver in case she leaves the hospital. I don't care about the money paid if it's rightfully yours, but if it's not, I won't forgive you for it.\n\nI'm currently demanding a refund for the room, as the patient doesn't have pneumon", "description": "I brought my mother in as an emergency. She only had visitor's insurance, and the emergency room staff insisted on her admission, even though the medical reports, X-rays, and lab results didn't warrant it according to the treatment protocols. They also asked me to sign a waiver in case she leaves the hospital. I don't care about the money paid if it's rightfully yours, but if it's not, I won't forgive you for it.\n\nI'm currently demanding a refund for the room, as the patient doesn't have pneumonia, and her condition doesn't require hospitalization, according to the attending physician.\n\n[Arabic]:\nحضرت فى حالة طارئة بالوالدة التى ليس لديها غير تأمين الزيارة ، ووجهونا الطوارئ بضرورة التنويم على الرغم\nمن ان التقارير الطبية والاشعة والتحاليل لم تكن تستدعى التنويم على حسب بروتوكلات العلاج، كما طالبوني\nبالتوقيع على تعهد فى حالة خروجه من المستشفى. لا يهمنى المبلغ المدفوع اذا كان من حقكم ولكن اذا كان ليس لكم فاننى غير مسامح فيه.\nحاليا اطالب برد مبلغ الغرفةحيث ان المريضه لاتعاني من التهاب رئوي وحالتها لاتستدعي التنويم حسب كلام دكتور التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-22T21:00:00Z", "due_at": "2024-03-23T14:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-22T21:00:00Z", "explanation_received_at": "2024-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-25T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-03-23 00:00:00", "closed": null, "received": "2024-03-21 17:01:00", "resolved": "2024-03-26 00:00:00", "escalated": null, "first_reminder": "2024-03-25 00:00:00" }, "imported_at": "2026-04-13T21:59:27.507077", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2307", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2307 } } }, { "model": "complaints.complaint", "pk": "3bed7497-693d-4f77-b457-5517698a08f0", "fields": { "created_at": "2022-10-09T09:40:00Z", "updated_at": "2026-04-13T18:56:17.779Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ALMANASEER ", "expected_result": "", "reference_number": "CMP-2022-10-0375", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to explain the treatment plan to the child's mother and clarify the child's condition.", "description": "Failure to explain the treatment plan to the child's mother and clarify the child's condition.\n\n[Arabic]:\nعدم شرح الخطة العلاجية لوالدة الطفل وتوضيح حالة الطفل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-11T21:00:00Z", "due_at": "2022-10-11T09:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-11T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219377, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2022-10-12 00:00:00", "closed": null, "received": "2022-10-09 12:40:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.776965", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0375", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 375 } } }, { "model": "complaints.complaint", "pk": "3c09b002-02a0-47ff-873b-694eca4404e2", "fields": { "created_at": "2025-09-30T10:34:00Z", "updated_at": "2026-04-13T19:02:51.065Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4978", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يرغب والد الطفل باصلاح او تبديل جهاز مولد الاكسجين ", "description": "يرغب والد الطفل باصلاح او تبديل جهاز مولد الاكسجين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-02T10:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-30T10:34:00Z", "explanation_received_at": "2025-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4978, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "3c42cd91-2cce-4ad7-a229-8c9034532aef", "fields": { "created_at": "2023-09-10T08:55:00Z", "updated_at": "2026-04-13T18:58:18.765Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1585", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " There is mistreatment from the employee, unacceptable behavior, and she spoke to me by force. I asked about the insurance not being accepted, what was accepted and what was not, and the response was (Ask the lab employee, he will answer you). I asked her about the request not being accepted? The response was (Move quickly, quickly, I am serving the person behind you). I request that the employee be held accountable.", "description": " There is mistreatment from the employee, unacceptable behavior, and she spoke to me by force. I asked about the insurance not being accepted, what was accepted and what was not, and the response was (Ask the lab employee, he will answer you). I asked her about the request not being accepted? The response was (Move quickly, quickly, I am serving the person behind you). I request that the employee be held accountable.\n\n[Arabic]:\n هناك سوء معاملة من الموظفة وتعامل غير مقبول والتحدث من معي بالاجبار ، تم السؤال عن عدم قبول التامين وما الذي تم قبوله والذي لم يتم قبوله والرد ( اسألي موظف المختبر يجاوبك ) وسألتها عن عدم قبول الطلب ؟ الرد كان ( حركي بسرعه بسرعه بخدم اللي وراك ) ارجو محاسبة الموظفه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-09T21:00:00Z", "due_at": "2023-09-12T08:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-09T21:00:00Z", "explanation_received_at": "2023-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20197492, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-09-10 00:00:00", "closed": " ", "received": "2023-09-10 11:55:00", "resolved": "2023-10-03 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.755955", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1585", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1585 } } }, { "model": "complaints.complaint", "pk": "3c540496-20e2-4cb2-840c-61d05a53f234", "fields": { "created_at": "2025-01-15T16:14:00Z", "updated_at": "2026-04-13T19:01:12.988Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.أحمد قعقع", "expected_result": "", "reference_number": "CMP-2025-01-3539", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's request to administer the antibiotic via IV to the patient who cannot take oral medication was denied, leading to a deterioration in the patient's health condition.", "description": "The doctor's request to administer the antibiotic via IV to the patient who cannot take oral medication was denied, leading to a deterioration in the patient's health condition.\n\n[Arabic]:\nتم رفض طلب الطبيب بإعطاء المضاد عن طريق المغذي للمريض الذي لا يتقبل الشراب، مما أدى إلى تدهور حالته الصحية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-17T16:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-15T16:14:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3539, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "3c86e166-7d09-4967-b6b4-4f97d3d5ba39", "fields": { "created_at": "2022-12-17T13:06:00Z", "updated_at": "2026-04-13T18:56:44.645Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0675", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 13, 2022, an invoice was issued to the laboratory, and the receptionist told me that when the urine sample was finished, I should go to one of the specialists to give her the samples. When I went to her, she treated me rudely and asked me to pay first. I told her that I had already paid, and she asked me for the invoice in a bad manner, as if I was lying about the invoice, and she turned away while talking to me. I asked her if I should go back to reception to print the invoice again", "description": "On December 13, 2022, an invoice was issued to the laboratory, and the receptionist told me that when the urine sample was finished, I should go to one of the specialists to give her the samples. When I went to her, she treated me rudely and asked me to pay first. I told her that I had already paid, and she asked me for the invoice in a bad manner, as if I was lying about the invoice, and she turned away while talking to me. I asked her if I should go back to reception to print the invoice again because I did not have the original invoice, or what I should do. She told me to go and pay even though I had told her that I had already done so, and she could have taken my data and checked the system and made sure that I had paid. In the end, her colleague intervened and took the samples from me and made sure that I had indeed paid with ease.\n\n[Arabic]:\n بتاريخ 13ديسمبر 2022م ، تم إصدار فاتورة للمختبر وأخبرني موظف الاستقبال حين الانتهاء من عينة البول أتوجه إلى أحد الاخصائيات لإعطائها العينات في وقت توجهي إليها تعاملت معي بأسلوب فض وتطلب مني الدفع أولاً أخبرتها بأن تم الدفع وتطلب مني الفاتوره وبأسلوب سيء وكأني كاذبه بموضوع الفاتورة وتصد وهي تتحدث معي، تم سؤالها هل اعود للأستقبال لطباعة الفاتورة مره أخرى بسبب أن الفاتوره الأساسية ليست معي أو ماذا أفعل تقوم بالطلب مني الذهاب والدفع مع أنه تم إخبارها بأني قد فعلت مسبقاً وقد كان بأمكانها أخذ بياناتي والأطلاع على النظام والتأكد بأني قد دفعت بالأخير تدخلت زميلتها وأخذت مني العينات وتأكدت بأني بالفعل دفعت بكل سهولة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T13:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-16T21:00:00Z", "second_reminder_sent_at": "2022-12-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-19T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1752636, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 16:06:00", "resolved": "2022-12-20 00:00:00", "escalated": null, "first_reminder": "2022-12-17 00:00:00" }, "imported_at": "2026-04-13T21:56:44.639166", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0675", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 675 } } }, { "model": "complaints.complaint", "pk": "3caccb38-c730-474d-9cbc-0572ef4a6daa", "fields": { "created_at": "2024-01-31T12:51:00Z", "updated_at": "2026-04-13T18:59:09.672Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2150", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not avalible on the system ID for mom :1078586979 / ID for baby: 1211838014 Rutayl Faraj \nfile: 30302913/ vaccination not avalible", "description": "vaccination not avalible on the system ID for mom :1078586979 / ID for baby: 1211838014 Rutayl Faraj \nfile: 30302913/ vaccination not avalible\n\n[Arabic]:\nلم يظهر التطعيم في النظام رقم هوية الأم: 1078586979 / رقم هوية الطفل: 1211838014 رتيل فرج", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-31T21:00:00Z", "due_at": "2024-02-02T12:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-31T21:00:00Z", "explanation_received_at": "2024-02-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30217804, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-02-01 00:00:00", "closed": null, "received": "2024-01-31 15:51:00", "resolved": "2024-02-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.666530", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2150", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2150 } } }, { "model": "complaints.complaint", "pk": "3cc9ee7e-01d0-4a9b-bbc0-9c23623922a8", "fields": { "created_at": "2023-08-03T18:24:00Z", "updated_at": "2026-04-13T18:58:08.221Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. ADEL ALHUSSAMI", "expected_result": "", "reference_number": "CMP-2023-08-1488", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor gave me a high dose of the laxative High Fibre, which caused me inflammation and a change in bowel movements. As a result, the pain doubled and became unbearable, and I have not yet finished the tests, which only led to complications such as dehydration and the need for endoscopy to determine the extent of the danger in the digestive system.", "description": "The doctor gave me a high dose of the laxative High Fibre, which caused me inflammation and a change in bowel movements. As a result, the pain doubled and became unbearable, and I have not yet finished the tests, which only led to complications such as dehydration and the need for endoscopy to determine the extent of the danger in the digestive system.\n\n[Arabic]:\nالطبيب قام باعطائي جرعه عاليه من الملين هاي فايبر مما تسبب لي ب التهاب وتغير في حركة الامعاء وبناءً عليه تضاعف الالم واصبح غير محتمل وفحوصات لم انتهي منها حتى الوقت الحالي مما ادى فقط الى حدوث مضاعفات مثل الجفاف وعمل مناظير لمعرفة مدى الخطوره في الجهاز الهضمي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-04T21:00:00Z", "due_at": "2023-08-05T18:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-07T21:00:00Z", "second_reminder_sent_at": "2023-08-08T21:00:00Z", "escalated_at": "2023-08-11T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30271305, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2023-08-05 00:00:00", "closed": null, "received": "2023-08-03 21:24:00", "resolved": null, "escalated": "2023-08-12 00:00:00", "first_reminder": "2023-08-08 00:00:00" }, "imported_at": "2026-04-13T21:58:08.211746", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1488", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1488 } } }, { "model": "complaints.complaint", "pk": "3d14dbfb-0c4c-45a5-8d89-82e50b254c1c", "fields": { "created_at": "2025-05-12T09:07:00Z", "updated_at": "2026-04-13T19:01:58.330Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.نيبال رضوان ", "expected_result": "", "reference_number": "CMP-2025-05-4143", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of professionalism on the part of the doctor.", "description": "Lack of professionalism on the part of the doctor.\n\n[Arabic]:\nعدم المهنيه من قبل الدكتور ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T09:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T09:07:00Z", "explanation_received_at": "2025-05-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4143, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "3d162a4b-fe1c-4684-b1ce-5f335f9c611c", "fields": { "created_at": "2025-06-22T06:56:00Z", "updated_at": "2026-04-13T19:02:11.961Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-06-4348", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer indicates that he has been requested to pay an amount of money and there is approval for the medical procedure from the insurance.", "description": "The reviewer indicates that he has been requested to pay an amount of money and there is approval for the medical procedure from the insurance.\n\n[Arabic]:\nيفيد المراجع انه تم مطالبته بمبلغ مالي وهناك موافقه على الاجراء الطبي من قبل التامبن ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-24T06:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-22T06:56:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4348, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "3d28ed2a-a03f-4189-bc33-22d2643efeaf", "fields": { "created_at": "2022-12-06T13:03:00Z", "updated_at": "2026-04-13T18:56:42.765Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.EMAAN ", "expected_result": "", "reference_number": "CMP-2022-12-0639", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I complain of several skin diseases that are different in form and date, but the doctor made one diagnosis, and it is possible that it is a sting. There are old injuries from months ago and new injuries. There is no sufficient explanation from the doctor, noting that the appearance of skin injuries is continuous.", "description": "I complain of several skin diseases that are different in form and date, but the doctor made one diagnosis, and it is possible that it is a sting. There are old injuries from months ago and new injuries. There is no sufficient explanation from the doctor, noting that the appearance of skin injuries is continuous.\n\n[Arabic]:\nاشتكي من عدة امراض حلدية مختلفه في الشكل والتاريخ ولكن الدكتوره قامت بتشخيص واحد ومن الممكن ان تكون لسعه يوجد اصابات قديمه منذ شهور واصابات جديده لا يوجد توضيح كافي من قبل الدكتوره علما ان ظهور الاصابات الجدليه مستمر. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-05T21:00:00Z", "due_at": "2022-12-08T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-05T21:00:00Z", "explanation_received_at": "2022-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1292156, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-12-06 00:00:00", "closed": null, "received": "2022-12-06 16:03:00", "resolved": "2022-12-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.759773", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0639", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 639 } } }, { "model": "complaints.complaint", "pk": "3d2cf25f-d4ec-4e10-b007-3c5c5db86cb0", "fields": { "created_at": "2025-07-26T08:16:00Z", "updated_at": "2026-04-13T19:02:25.559Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.صديق عمر", "expected_result": "", "reference_number": "CMP-2025-07-4530", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review stated that the doctor had incorrectly inserted the epidural.", "description": "The review stated that the doctor had incorrectly inserted the epidural.\n\n[Arabic]:\nتفيد المراجعة بإن الدكتور وضع لها ابرة الظهر بطريقه خاطئه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-28T08:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-26T08:16:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4530, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3d34eee7-92a2-4b6d-b84d-70434c82fa77", "fields": { "created_at": "2025-05-18T18:07:00Z", "updated_at": "2026-04-13T19:01:59.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارى ", "expected_result": "", "reference_number": "CMP-2025-05-4184", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "سوء بالخدمة ", "description": "سوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-20T18:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-18T18:07:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4184, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "3d54c8fd-fd36-4023-b02d-163847e2eb66", "fields": { "created_at": "2025-02-03T14:04:00Z", "updated_at": "2026-04-13T19:01:23.587Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3652", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "would like to formally submit a complaint regarding the inappropriate conduct of a staff member during the provision of healthcare services to me. While I was hospitalized following a pedestrian accident, the staff member, Khalid Al-Otaibi, handled me in an unprofessional and improper manner while taking my vital signs. He forcefully pulled my hand without considering my medical condition.\n\nFurthermore, when I inquired about the medical team responsible for my care, he appeared to have prior kno", "description": "would like to formally submit a complaint regarding the inappropriate conduct of a staff member during the provision of healthcare services to me. While I was hospitalized following a pedestrian accident, the staff member, Khalid Al-Otaibi, handled me in an unprofessional and improper manner while taking my vital signs. He forcefully pulled my hand without considering my medical condition.\n\nFurthermore, when I inquired about the medical team responsible for my care, he appeared to have prior knowledge of my condition and spoke to me in an inappropriate manner that did not align with medical ethics.\n\nI am dissatisfied with the service provided and request that the necessary actions be taken to address this behavior. I believe that such conduct does not reflect the professionalism expected in the healthcare field. If no action is taken, I will be compelled to escalate the complaint and contact the Ministry of Health to pursue further action.\n\nThank you for your attention to this matter. I look forward to your prompt response and appropriate measures being taken.\n\n[Arabic]:\nأود التقدم بشكوى رسمية بخصوص سوء تعامل أحد الموظفين أثناء تقديم الرعاية الصحية لي. حيث كنت منوّمًا بالمستشفى إثر تعرضي لحادث دهس، وعند قيام الموظف (خالد العتيبي) بأخذ العلامات الحيوية، تعامل معي بطريقة غير لائقة وغير مهنية، حيث قام بسحب يدي بعنف دون مراعاة لحالتي الصحية. بالإضافة إلى ذلك، عند استفساري عن الطاقم الطبي، بدا وكأنه قد تلقى معلومات مسبقة عن وضعي، وتحدث معي بأسلوب غير مناسب وغير متوافق مع أخلاقيات المهنة الطبية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-05T14:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-03T14:04:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3652, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "3d61e9de-8ef1-4c08-9e0a-f21dfd44ddb4", "fields": { "created_at": "2023-01-30T17:15:00Z", "updated_at": "2026-04-13T18:56:57.166Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0831", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 28, 2023, I waited at the pharmacy for one hour and ten minutes without my number being called. After approaching the administrative manager, I was assisted and my medication was dispensed, which greatly upset me as I had to wait for more than an hour to receive my medication.\n", "description": "On January 28, 2023, I waited at the pharmacy for one hour and ten minutes without my number being called. After approaching the administrative manager, I was assisted and my medication was dispensed, which greatly upset me as I had to wait for more than an hour to receive my medication.\n\n\n[Arabic]:\nبتاريخ 28 يناير 2023م تم انتظاري لدى قسم الصيدليھ ساعھ و عشر دقايق ولم يصل رقمي وبعدما توجهت للمدير\nالاداري وتم مساعدتي وصرف لي الادويھ مما ادى االى استيائي الشديد بانتظاري لاكثر من ساعھ لصرف الادوية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-29T21:00:00Z", "due_at": "2023-02-01T17:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-30T21:00:00Z", "second_reminder_sent_at": "2023-02-03T21:00:00Z", "escalated_at": "2023-02-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-29T21:00:00Z", "explanation_received_at": "2023-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1748703, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2023-01-30 00:00:00", "closed": null, "received": "2023-01-30 20:15:00", "resolved": "2023-02-01 00:00:00", "escalated": "2023-02-05 00:00:00", "first_reminder": "2023-01-31 00:00:00" }, "imported_at": "2026-04-13T21:56:57.157625", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0831", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 831 } } }, { "model": "complaints.complaint", "pk": "3d67fbbf-106b-49dd-af4c-dbd797a95ce3", "fields": { "created_at": "2025-08-13T07:43:00Z", "updated_at": "2026-04-13T19:02:35.204Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيبة", "expected_result": "", "reference_number": "CMP-2025-08-4606", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Request a tax invoice for the difference paid to the hospital. The required amount of 1,680 riyals has been paid, and an invoice must be issued for this amount.", "description": "Request a tax invoice for the difference paid to the hospital. The required amount of 1,680 riyals has been paid, and an invoice must be issued for this amount.\n\n[Arabic]:\nالمطالبة بإصدار فاتورة ضريبية مقابل الفرق الذي تم دفعه للمستشفى، حيث تم دفع المبلغ المطلوب والبالغ 1,680 ريال، ويجب إصدار الفاتورة لهذا المبلغ.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-15T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-13T07:43:00Z", "explanation_received_at": "2025-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4606, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "3d6da54e-9fb9-42cb-95c6-9f55a1d33b3c", "fields": { "created_at": "2025-07-17T14:09:00Z", "updated_at": "2026-04-13T19:02:24.078Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الحضانه ", "expected_result": "", "reference_number": "CMP-2025-07-4474", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد والدة الطفله بوجود تسلخات بالطفه نتيجة اهمال الحضانه ", "description": "تفيد والدة الطفله بوجود تسلخات بالطفه نتيجة اهمال الحضانه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-19T14:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-17T14:09:00Z", "explanation_received_at": "2025-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4474, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3d7f5132-0d72-48d4-b34e-b0de0bbb9708", "fields": { "created_at": "2025-07-12T17:08:00Z", "updated_at": "2026-04-13T19:02:23.357Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الطوارى", "expected_result": "", "reference_number": "CMP-2025-07-4448", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I was suffering from poisoning and was pregnant, and I was put into an IV antipyretic. After that, I was left without any follow-up for two hours. For your information, it only took about a quarter of an hour for the treatment to take effect, but no one heard me. I was placed in a room at the end of the corridor. Later, she informed me that the bell was under the bed, and I was unaware of this.\n", "description": " I was suffering from poisoning and was pregnant, and I was put into an IV antipyretic. After that, I was left without any follow-up for two hours. For your information, it only took about a quarter of an hour for the treatment to take effect, but no one heard me. I was placed in a room at the end of the corridor. Later, she informed me that the bell was under the bed, and I was unaware of this.\n\n\n[Arabic]:\nكنت أعاني من تسمم وكنت حاملاً، ووُضع لي خافض حرارة وريدي. بعد ذلك، تُركت دون متابعة طبية لمدة ساعتين. وللعلم، لم يستغرق العلاج سوى ربع ساعة تقريبًا حتى بدأ مفعوله، لكن لم يسمعني أحد. وُضعت في غرفة في نهاية الممر. لاحقًا، أخبرتني أن الجرس كان تحت السرير، ولم أكن أعلم بذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-14T17:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-12T17:08:00Z", "explanation_received_at": "2025-07-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4448, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3d97a41f-7e48-475f-bf7b-b045f0c31870", "fields": { "created_at": "2023-07-16T18:01:00Z", "updated_at": "2026-04-13T18:57:59.521Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1440", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I booked a 40-minute appointment (at 2:35 PM) and arrived 15 minutes early as instructed. I waited until 2:41 PM, at which point another patient was seen instead. I went to the administrative manager to inquire about the delay, and when I finally arrived at the clinic at 3:00 PM, the doctor was angry because I had asked the administration.\n\nThe doctor only performed a filling and refused to complete the crown or schedule a future appointment, saying, \"I can't continue treating you because you co", "description": "I booked a 40-minute appointment (at 2:35 PM) and arrived 15 minutes early as instructed. I waited until 2:41 PM, at which point another patient was seen instead. I went to the administrative manager to inquire about the delay, and when I finally arrived at the clinic at 3:00 PM, the doctor was angry because I had asked the administration.\n\nThe doctor only performed a filling and refused to complete the crown or schedule a future appointment, saying, \"I can't continue treating you because you complained about me,\" even though I hadn't filed a formal complaint; it was simply a question about the organization.\n\n[Arabic]:\nحجزت موعداً مدته 40 دقيقة (الساعة 2:35 م) وحضرت قبل الموعد بـ 15 دقيقة حسب التعليمات. استمر انتظاري حتى الساعة 2:41 م، وعندها تم إدخال مريض آخر بدلاً مني. توجهت للمدير الإداري للاستفسار عن سبب التأخير، وعند دخولي للعيادة الساعة 3:00 م، كانت الطبيبة غاضبة بسبب استفساري لدى الإدارة.\n\nقامت الطبيبة بإجراء \"حشوة\" فقط ورفضت إكمال \"التلبيسة\" أو تحديد موعد قادم، قائلة: \"لا أستطيع إكمال العلاج معكِ لأنكِ اشتكيتِني\"، رغم أنني لم أقدم شكوى رسمية حينها بل كان مجرد استفسار عن التنظيم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-16T21:00:00Z", "due_at": "2023-07-18T18:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-16T21:00:00Z", "explanation_received_at": "2023-08-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30265637, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-07-17 00:00:00", "closed": null, "received": "2023-07-16 21:01:00", "resolved": "2023-08-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.519424", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1440", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 1440 } } }, { "model": "complaints.complaint", "pk": "3dde827e-b305-41ce-b1d4-1f8d63295742", "fields": { "created_at": "2023-11-28T21:01:00Z", "updated_at": "2026-04-13T18:58:45.360Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1901", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "God has afflicted my daughter with epilepsy, which requires twice-daily medication for several years. When my wife went to get the medication after her examination, the prescription was for five boxes, but the pharmacist only dispensed four. When my wife asked him about the fifth box, he said to her, \"What's the point of dispensing this entire quantity? Are you going to hoard it?\" My wife insisted on receiving the fifth box as written in the prescription, and that's what happened. Please advise ", "description": "God has afflicted my daughter with epilepsy, which requires twice-daily medication for several years. When my wife went to get the medication after her examination, the prescription was for five boxes, but the pharmacist only dispensed four. When my wife asked him about the fifth box, he said to her, \"What's the point of dispensing this entire quantity? Are you going to hoard it?\" My wife insisted on receiving the fifth box as written in the prescription, and that's what happened. Please advise on the pharmacist's behavior in this manner, given that he is not a pharmacist and the quantity was specified in the prescription by the doctor. Does he have the right to express his opinion on the quantity dispensed to the patient and to speak in this way?\n\n[Arabic]:\n ابتلاني االله بصرع بنتنا والذي يحتاج لعلاج يومي مرتين لعده سنوات وعند صرف زوجتي للعلاج بعد الكشف كانت الكميه ٥ علب والصيدلي صرف ٤ فقط وعند سؤال زوجتي له عن العبوه الخامسه قال لزوجتي ( ايش الحكمه من صرف كل هذه الكميه هتخزنيها ) اصرت زوجتي علي استلام العبوه الخامسه حسب المكتوب في الوصفه وهو ماتم بالفعل . الرجاء الافاده عن تصرف الصيدلي بهذه الطريقه بالرغم من عدم تخصصه ووان الكميه محدده بالوصفه من قبل الطبيب ، وهل من حقه إبداء رأيه في الكميه المصروفة للمريض والتحدث بهذه الطريقة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-28T21:00:00Z", "due_at": "2023-11-30T21:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-04T21:00:00Z", "second_reminder_sent_at": "2023-12-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-28T21:00:00Z", "explanation_received_at": "2023-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30270534, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-29 00:00:00", "closed": null, "received": "2023-11-29 00:01:00", "resolved": "2023-12-07 00:00:00", "escalated": null, "first_reminder": "2023-12-05 00:00:00" }, "imported_at": "2026-04-13T21:58:45.357847", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1901", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1901 } } }, { "model": "complaints.complaint", "pk": "3dfc4554-1ea2-4dbb-bbe7-f26e5c1503ab", "fields": { "created_at": "2025-01-12T13:46:00Z", "updated_at": "2026-04-13T19:01:11.938Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.إيمان حمدان", "expected_result": "", "reference_number": "CMP-2025-01-3506", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It was written that the hospitalized child had left without informing the child’s family that they had left the room. In addition, the child’s temperature was high.", "description": "It was written that the hospitalized child had left without informing the child’s family that they had left the room. In addition, the child’s temperature was high.\n\n[Arabic]:\nتم كتابة خروج الطفل المنوم بدون إفادت ذوي الطفل عن خروجهم من الغرفه اضافة الى ذلك كانت حرارة الطفله مرتفعه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T13:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3506, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "3e015fdd-8813-41d6-88cf-6aa0110e911b", "fields": { "created_at": "2025-07-14T14:27:00Z", "updated_at": "2026-04-13T19:02:23.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور اسامه البرغوثي ", "expected_result": "", "reference_number": "CMP-2025-07-4454", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer states that they were misdiagnosed by Dr. Osama and were prescribed medications that were not appropriate for their condition.\n\n\n\n\n\n", "description": "The reviewer states that they were misdiagnosed by Dr. Osama and were prescribed medications that were not appropriate for their condition.\n\n\n\n\n\n\n\n[Arabic]:\nيفيد المراجع انه تم تشخيصه من قبل الطبيب اسامه بشكل خاطئ واعطاءه ادويه غير مناسبه للحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-16T14:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-14T14:27:00Z", "explanation_received_at": "2025-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4454, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "3e2a6b54-749b-44b2-9213-64b1eb2c9c8b", "fields": { "created_at": "2025-06-17T14:12:00Z", "updated_at": "2026-04-13T19:02:11.478Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجيه ", "expected_result": "", "reference_number": "CMP-2025-06-4326", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " ", "description": " \n\n[Arabic]:\nتاخير في دخول المريض للدكتور وتاخير في اجراءات الغاء الموعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-19T14:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-17T14:12:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4326, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "3e3c3522-7d4c-4160-817e-cdd8a3e15e19", "fields": { "created_at": "2025-06-16T14:13:00Z", "updated_at": "2026-04-13T19:02:11.094Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العنايه المركزه ", "expected_result": "", "reference_number": "CMP-2025-06-4314", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " A cerebral catheterization was performed, but the patient's condition did not allow for the operation.", "description": " A cerebral catheterization was performed, but the patient's condition did not allow for the operation.\n\n[Arabic]:\nعمل قسطره دماغيه ووضع المريضه لم يكن يسمح بالعملبه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-18T14:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-16T14:13:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4314, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "3e45f778-caff-410a-b6eb-c5cfd34ebf95", "fields": { "created_at": "2024-02-24T06:52:00Z", "updated_at": "2026-04-13T18:59:19.299Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2229", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's insurance request was submitted for insurance purposes, and communication with the insurance company is being reported. The hospital is notifying that no request has been submitted, pending communication with others for clarification, and then a response will be provided to the system.", "description": "The patient's insurance request was submitted for insurance purposes, and communication with the insurance company is being reported. The hospital is notifying that no request has been submitted, pending communication with others for clarification, and then a response will be provided to the system.\n\n[Arabic]:\nتم افادة المريض بانه تم رفع طلب للتأمين وعند التواصل مع التأمين يتم ابلاغ المراجع بانه لم يتم رفع اي طلب من قبل المستشفى بانتظار التواصل مع المستفيد للتوضيح ومن ثم الرد ع الشكوى بالنظام .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-23T21:00:00Z", "due_at": "2024-02-26T06:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-23T21:00:00Z", "explanation_received_at": "2024-02-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150533, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-24 00:00:00", "closed": null, "received": "2024-02-24 09:52:00", "resolved": "2024-02-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.296309", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2229", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2229 } } }, { "model": "complaints.complaint", "pk": "3e6488bb-8d47-4635-9fc0-20ee446bddbc", "fields": { "created_at": "2024-09-19T10:00:00Z", "updated_at": "2026-04-13T19:00:28.584Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2936", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The unprofessional treatment of the patient, leaving him at the window without explaining the problem that required him to wait for a long time, and after a long wait, sending me to another window without explanation. When I mentioned that I would complain, she said, \"Go ahead and complain.", "description": "The unprofessional treatment of the patient, leaving him at the window without explaining the problem that required him to wait for a long time, and after a long wait, sending me to another window without explanation. When I mentioned that I would complain, she said, \"Go ahead and complain.\n\n[Arabic]:\nالتعامل الغير مهني مع المريض وترك المريض على الشباك بدون اخباره بالإشكالية التي تتطلب منه الانتظار لفترة طويلة وبعد طول انتظار ترسلني لشباك اخر بدون شرح وعندما ذكرت انني سأشتكي قالت اشتكي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-20T21:00:00Z", "due_at": "2024-09-21T10:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-20T21:00:00Z", "explanation_received_at": "2024-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-23T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1417087, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-09-21 00:00:00", "closed": null, "received": "2024-09-19 13:00:00", "resolved": "2024-09-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.577290", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2936", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2936 } } }, { "model": "complaints.complaint", "pk": "3e675848-88a5-44f5-89b1-dd86dfa3b786", "fields": { "created_at": "2025-09-03T08:48:00Z", "updated_at": "2026-04-13T19:02:46.348Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4730", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to kindly bring to your attention a concern regarding the patient’s hygiene. Upon\nentering, I noticed the presence of phlegm and saliva around the patient’s mouth, and this is not the\n.first time I have observed this", "description": "I would like to kindly bring to your attention a concern regarding the patient’s hygiene. Upon\nentering, I noticed the presence of phlegm and saliva around the patient’s mouth, and this is not the\n.first time I have observed this\n\n[Arabic]:\nأود أن ألفت انتباهكم إلى أمرٍ يتعلق بنظافة المريض. عند دخولي، لاحظتُ وجود بلغم ولعاب حول فم المريض، وهذه ليست المرة الأولى التي ألاحظ فيها ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 161, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-05T08:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-03T08:48:00Z", "explanation_received_at": "2025-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4730, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "3e6b1122-3255-48f4-9818-3ceeb0565e8b", "fields": { "created_at": "2024-07-27T16:35:00Z", "updated_at": "2026-04-13T19:00:07.863Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2740", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A previous complaint was filed under the same file number 30039220 and we are awaiting your response regarding what was done in the complaint submitted to the system under number 2639.", "description": "A previous complaint was filed under the same file number 30039220 and we are awaiting your response regarding what was done in the complaint submitted to the system under number 2639.\n\n[Arabic]:\nتم رفع شكوى سابقه على نفس رقم الملف 30039220 وبانتظار ردكم فيما ماتم عمله في الشكوى المقدمه بالنظام برقم 2639.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-26T21:00:00Z", "due_at": "2024-07-29T16:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-26T21:00:00Z", "explanation_received_at": "2024-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30039220, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-07-27 00:00:00", "closed": null, "received": "2024-07-27 19:35:00", "resolved": "2024-07-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:07.860719", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2740", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2740 } } }, { "model": "complaints.complaint", "pk": "3e714015-e004-4aae-89ea-a5371ee355e4", "fields": { "created_at": "2024-12-02T14:32:00Z", "updated_at": "2026-04-13T19:00:59.801Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2024-12-3269", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "My request for my tests was rejected by the insurance company, and I contacted them to ask about the reason for the rejection. When they read the lengthy diagnosis he wrote, I was surprised that the doctor wrote that I had a previous benign tumor, while my condition is (lymph nodes in the neck). This is a wrong diagnosis that does not relate to my actual condition.", "description": "My request for my tests was rejected by the insurance company, and I contacted them to ask about the reason for the rejection. When they read the lengthy diagnosis he wrote, I was surprised that the doctor wrote that I had a previous benign tumor, while my condition is (lymph nodes in the neck). This is a wrong diagnosis that does not relate to my actual condition.\n\n[Arabic]:\nتم رفض طلب تحاليلي من قبل التامين وتواصلت معهم لاسال عن سبب الرفض وعندما قرأوا التشخيص الطويل الذي كتبه , تفاجئت ان الطبيب كتب ان لدي ورم حميد سابقاً وانا حالتي ( عقد لمفاوية في الرقبة ) تشخيص خاطيء لايرتبط بحالتي الفعلية ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-01T21:00:00Z", "due_at": "2024-12-04T14:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-01T21:00:00Z", "explanation_received_at": "2024-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30358429, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Diagnosis", "classification": "Errors in diagnosis" }, "timeline": { "sent": "2024-12-02 00:00:00", "closed": null, "received": "2024-12-02 17:32:00", "resolved": "2024-12-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:59.794895", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3269", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 3269 } } }, { "model": "complaints.complaint", "pk": "3e806b5c-e27b-4c56-8cee-8edc95308177", "fields": { "created_at": "2023-08-12T06:27:00Z", "updated_at": "2026-04-13T18:58:09.142Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1516", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The examination was not conducted and the hospital refused to refund the examination fee.", "description": "The examination was not conducted and the hospital refused to refund the examination fee.\n\n[Arabic]:\nلم يتم الكشف ورفض المستشفى استرجاع مبلغ الكشفيه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-14T06:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": "2023-08-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-08-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30281797, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 09:27:00", "resolved": "2023-08-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.137746", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1516", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1516 } } }, { "model": "complaints.complaint", "pk": "3e96ae35-ef9e-40b3-8d65-f2c9d1c99627", "fields": { "created_at": "2024-05-07T14:20:00Z", "updated_at": "2026-04-13T18:59:46.762Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2439", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to inform you that we have been visiting the hospital for over 40 years, and unfortunately, we faced a frustrating situation that raised my blood pressure. Initially, blood transfusion was refused because a paper from the doctor was required to confirm that the patient had not experienced any side effects. When I asked to speak to the doctor, she refused.\n\nAfter attempting to see the doctor, I found he had already left for the day, so I returned to cancel the approval for all medica", "description": "I would like to inform you that we have been visiting the hospital for over 40 years, and unfortunately, we faced a frustrating situation that raised my blood pressure. Initially, blood transfusion was refused because a paper from the doctor was required to confirm that the patient had not experienced any side effects. When I asked to speak to the doctor, she refused.\n\nAfter attempting to see the doctor, I found he had already left for the day, so I returned to cancel the approval for all medications, as I did not want them. I was surprised to learn from the approvals department that the medication had already been dispensed, and a bill had been issued for it, despite the fact that I had not received anything. When I went back to the same employee, she said the bill was issued because I had no deductible amount.\n\nI informed her that I had not received any medication, so how could a bill be issued? She then told me she had canceled it, but when I went back to the approvals department, they said it had not been canceled, and they could not cancel the approval. When I returned to her a second time, she had already left for the day, and the issue was unresolved.\n\nWhen I asked for a supervisor or someone in charge, they were not present, and a colleague was using her computer to solve the problem. I requested the name of the employee, but he evaded the question, saying he didn’t know. I asked everyone in the department the same question, but they all replied that they didn't know. I requested her name from the computer she was using, and he said it was locked, but I noticed her screen was open, reflecting the screen.\n\nWhen I spoke to the employee next to him, he kept smiling and stifling his laughter. I waited for three hours just to get a medication! When I told him that at least he could say, \"Go home, and we'll take responsibility for your mistake, and once the issue is resolved, we will contact you to inform you that the approval has been canceled,\" he told me to wait instead. I had to go from window to window more than five times, which is utterly negligent and caused me a lot of stress.\n\nPlease take appropriate action regarding this matter and respond to me as soon as possible.\n\n[Arabic]:\n ارجو العلم باننا من مراجعين المستشفى منذ اكثر من ٤٠ سنه وللاسف اتعرضنا لموقف سخيف يرفع الضغط\nمثل هذا في البدايه رفضت صرف نقل الدم لانه يجب احضار ورقه من الطبيب تثبت عدم تعرض المريضه لاثار\nجانبيه وعند الطلب منها للتحدث مع الطبيب رفضت، وبعد ذهابي للطبيب لم اجده لان دوامه انتهى فرجعت لالغي\nالموافقه على كامل الادويه لاني لاريدها؛ واتفاجا من قسم الموافقات بان الدواء تم صرفه بالفعل وصدرت فاتوره\nعليه وانا لم استلم شي وعند رجوعنا لنفس الموظفه قال صدرت فاتوره لان اصلا ماعليك نسبة تحمل!!! انا لم\nاستلم اي دواء كيف تصدر فيها فاتوره وبلغتني انها الغتها وعند رجوعي للموافقات قال لي لم تنلغي ولا استطيع\nالغاء الموافقه وعند رجوعي لها مره ثانيه كانت غادرت من الدوام وهي لم تحل المشكله عند طلبي للمشرف او\nالمسؤول لم يكن موجود وكان زميل لها يجلس على جهازها لحل المشكله وطلبت منه اسم الموظفه \nوكان يتهرب ويقول لااعلم وكل القسم كنت اسالهم نفس السوال ويقولو لانعلم طلبت منه اسمها من الجهاز الخاص فيها\nالي يجلس عليه وقال الجهاز مقفل ونظارته تعكس الشاشه مفتوحه ولما اتحدث للموظف الي جنبه يقعد يبتسم\nكاتم الضحكه!! انتظار ٣ ساعات عشان صرف دواء! ولما قلتله على الاقل تقولي روحي بيتك وتتحمل غلطتكم وبعد\nماتحلو الموضوع تتواصلوا معايا انه انلغت الموافقه يقولي لا انتظري ومن شباك لشباك ٥ مرات او اكثر وانا اروح\nواجي قمه في الاستهتار ورفعت الضغط ارجو التصرف معهم بما ترونه مناسب والرد لي باقرب وقت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-07T21:00:00Z", "due_at": "2024-05-09T14:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-08T21:00:00Z", "second_reminder_sent_at": "2024-05-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-07T21:00:00Z", "explanation_received_at": "2024-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 536589, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-05-08 00:00:00", "closed": null, "received": "2024-05-07 17:20:00", "resolved": "2024-05-15 00:00:00", "escalated": null, "first_reminder": "2024-05-09 00:00:00" }, "imported_at": "2026-04-13T21:59:46.754975", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2439", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2439 } } }, { "model": "complaints.complaint", "pk": "3ebb1bb0-78d1-4d0c-8946-6a04c5cb41a3", "fields": { "created_at": "2024-04-27T16:42:00Z", "updated_at": "2026-04-13T18:59:37.916Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2405", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We have approval for the MRI, but there has been no response from the service provider. When we communicate with them, they state that there is a discrepancy with the code and that there is no update on the case, even though the patient's condition is worsening.", "description": "We have approval for the MRI, but there has been no response from the service provider. When we communicate with them, they state that there is a discrepancy with the code and that there is no update on the case, even though the patient's condition is worsening.\n\n[Arabic]:\nلدينا موافقةعلى اشعة رنين ولم يتم التجاوب معنا حيث ان مقدم الخدمة عند التواصل يفيد بوجود اختلاف بالكود ولا جديد على الحالة علما ان حالة المريضه تزداد سوء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-26T21:00:00Z", "due_at": "2024-04-29T16:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-26T21:00:00Z", "explanation_received_at": "2024-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30151863, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-04-27 00:00:00", "closed": null, "received": "2024-04-27 19:42:00", "resolved": "2024-04-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.903666", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2405", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2405 } } }, { "model": "complaints.complaint", "pk": "3ee8add4-fa61-4664-893f-e7e70d39fa89", "fields": { "created_at": "2025-05-08T09:21:00Z", "updated_at": "2026-04-13T19:01:58.218Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عبدالعزيز العمر ", "expected_result": "", "reference_number": "CMP-2025-05-4135", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "قمت بالاستفسار عن سب التاخ  الدخول للموعد وذكرت ان المر يدخلون دون نداء اذا فضت الغرفھ ل\nالنظام عندكم الدخول بوضع اليد وكنت اتلم عن مرض محدد ،، لم يكمل سما وقال اذا جي مسشفى سكري\nفمك ومالك علاقھ بالمر ؟؟ ولا تدخلن  نوايا المر !!!قلت اولا انا عندي خلفيھ املھ اعرف ان فيھ ناس تدخل\nعد اشعھ اعرف ان فيھ ناس متاعھ عمليات لكن انا اتلم عن مرض دخل بدون ماي موعده وانا ماخرن عن عن\nموعدي ساعھ قال بارف قدره المر ع تخمل الالم تختلف قلت احنا  عيده عظام محنا طوارئ والم", "description": "قمت بالاستفسار عن سب التاخ  الدخول للموعد وذكرت ان المر يدخلون دون نداء اذا فضت الغرفھ ل\nالنظام عندكم الدخول بوضع اليد وكنت اتلم عن مرض محدد ،، لم يكمل سما وقال اذا جي مسشفى سكري\nفمك ومالك علاقھ بالمر ؟؟ ولا تدخلن  نوايا المر !!!قلت اولا انا عندي خلفيھ املھ اعرف ان فيھ ناس تدخل\nعد اشعھ اعرف ان فيھ ناس متاعھ عمليات لكن انا اتلم عن مرض دخل بدون ماي موعده وانا ماخرن عن عن\nموعدي ساعھ قال بارف قدره المر ع تخمل الالم تختلف قلت احنا  عيده عظام محنا طوارئ والمواعيد\nمجدولھ وال المھ شديد الوضع الطبي بتجھ للطوارئ ماراح يجلس يتظر زنا قال الباب قدامك مفتوح الله يقوك!!\nللعلم يا د انا جايھ بفلو عياده خاصھ واقل حق ادخل  موعدي قال عاجبك ولا الباب عدين لف عالمرضھ ال انا\nجايبا وقال من ذي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-10T09:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-08T09:21:00Z", "explanation_received_at": "2025-05-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4135, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "3ef39f7b-81d2-42aa-8081-e71f84dcd3aa", "fields": { "created_at": "2025-10-28T11:20:00Z", "updated_at": "2026-04-13T19:03:03.971Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5176", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Monday, October 27, 2025, I took my son to the Medical Supply Hospital. He was examined by a specialist, underwent blood tests and a nasal swab, and I paid for the services provided.\n\nThe tests revealed that my son had a virus, and the treating physician prescribed medication.\n\nHowever, the hospital refused to dispense the medication and refused to forward the medical authorization to the insurance company. They also refused to release the medication, claiming an internal agreement with the i", "description": "On Monday, October 27, 2025, I took my son to the Medical Supply Hospital. He was examined by a specialist, underwent blood tests and a nasal swab, and I paid for the services provided.\n\nThe tests revealed that my son had a virus, and the treating physician prescribed medication.\n\nHowever, the hospital refused to dispense the medication and refused to forward the medical authorization to the insurance company. They also refused to release the medication, claiming an internal agreement with the insurance company stating that this treatment was not classified by the Drug Authority.\n\nI was baffled by this procedure. How could this medication be sold to patients within the hospital if it was not classified, yet they refused to forward it to the insurance company?\n\nI asked the on-duty hospital manager to submit the request to the insurance company, but the hospital refused. I was not reimbursed for the costs incurred from the tests, examination, IV fluids, and medication, even though the final outcome was that the medication was not dispensed and the request was not forwarded to the insurance company.\n\nThe hospital informed me that this was due to an internal agreement with the insurance company, which is something I, as a patient, have no connection to, and I should have been informed of this before the service was provided, not after the costs were paid and the losses were borne.\n\n[Arabic]:\nفي يوم الاثنين الموافق 2025/10/27، تم زيارتي لمستشفى الإمداد الطبي برفقة ابني، حيث تم الكشف عليه من قبل الطبيب المختص، وأُجريت له تحاليل دم ومناظرة للأنف، مع دفع مبلغ مالي مقابل الخدمات المقدمة.\nوقد تبيّن بعد الفحوصات أن ابني مصاب بفايروس، وتم صرف أدوية من قبل الطبيب المعالج.\nإلا أن المستشفى رفض صرف الأدوية ورفض رفع الموافقة الطبية لشركة التأمين، كما رفض تسليم الأدوية بحجة أن هناك اتفاقًا داخليًا مع شركة التأمين ينص على أن هذا العلاج غير مصنف من هيئة الدواء.\n\nوعليه، تم استغرابي من هذا الإجراء، إذ كيف يُباع هذا الدواء للمرضى داخل المستشفى إذا كان غير مصنف، وفي الوقت ذاته يُرفض رفعه لشركة التأمين؟\nطلبت من مدير المستشفى المناوب رفع الطلب إلى شركة التأمين، إلا أن الطلب رُفض من قبل المستشفى، ولم يتم تعويضي عن قيمة الخسائر الناتجة عن التحاليل والمناظرة والمغذي والعلاج، رغم أن النتيجة النهائية كانت عدم صرف العلاج وعدم رفع الطلب لشركة التأمين.\n\nوقد أفادني المستشفى بأن ذلك بسبب اتفاق داخلي مع شركة التأمين، وهو أمر لا علاقة لي به كمراجع، ومن المفترض إفادتي بذلك قبل تقديم الخدمة، وليس بعد دفع التكاليف وتحمل الخسائر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T11:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T11:20:00Z", "explanation_received_at": "2025-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5176, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "3f12349e-406e-48b4-a298-6ccabee12fd7", "fields": { "created_at": "2023-09-28T17:21:00Z", "updated_at": "2026-04-13T18:58:21.318Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1663", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My leave was entered with the wrong date and it hasn't been corrected yet.", "description": "My leave was entered with the wrong date and it hasn't been corrected yet.\n\n[Arabic]:\nتم ادخال اجازتي بتاريخ خطأ ولم يتم تعديلها الى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-29T21:00:00Z", "due_at": "2023-09-30T17:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-29T21:00:00Z", "explanation_received_at": "2023-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20284748, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-09-30 00:00:00", "closed": null, "received": "2023-09-28 20:21:00", "resolved": "2023-09-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:21.315121", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1663", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1663 } } }, { "model": "complaints.complaint", "pk": "3f37819f-7aca-42ce-9378-b983860c69fc", "fields": { "created_at": "2023-01-19T16:01:00Z", "updated_at": "2026-04-13T18:56:55.840Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0789", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 9 sep 2022, we went to the ER department for my baby and the nurse did not know how to put the\n. cannula and she tried three times to put the cannula for my baby", "description": "on 9 sep 2022, we went to the ER department for my baby and the nurse did not know how to put the\n. cannula and she tried three times to put the cannula for my baby\n\n[Arabic]:\nفي 9 سبتمبر 2022، ذهبنا إلى قسم الطوارئ لطفلي، ولم تكن الممرضة تعرف كيفية إدخال القنية، وحاولت ثلاث مرات إدخالها لطفلي.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-18T21:00:00Z", "due_at": "2023-01-21T16:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-20T21:00:00Z", "second_reminder_sent_at": "2023-01-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-21T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30186314, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-01-19 00:00:00", "closed": null, "received": "2023-01-19 19:01:00", "resolved": "2023-01-22 00:00:00", "escalated": null, "first_reminder": "2023-01-21 00:00:00" }, "imported_at": "2026-04-13T21:56:55.832306", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0789", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 789 } } }, { "model": "complaints.complaint", "pk": "3f39ca90-677c-4744-a3d2-39747ff0060f", "fields": { "created_at": "2023-03-04T14:56:00Z", "updated_at": "2026-04-13T18:57:16.315Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0966", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to contact the insurance to follow up on the approval and waiting for more than 20 minutes by the approvals employee at the women’s and maternity reception, as the patient is pregnant and her condition cannot tolerate waiting, under the pretext that she cannot contact the department and does not have the authority, knowing that there was an employee next to her who contacted and completed the task and contacted the insurance in less than 10 minutes.", "description": "Failure to contact the insurance to follow up on the approval and waiting for more than 20 minutes by the approvals employee at the women’s and maternity reception, as the patient is pregnant and her condition cannot tolerate waiting, under the pretext that she cannot contact the department and does not have the authority, knowing that there was an employee next to her who contacted and completed the task and contacted the insurance in less than 10 minutes.\n\n[Arabic]:\nعدم التواصل مع التأمين لمتابعه الموافقه والانتظار أكثر من 20 دقيقه من قبل موظفة الموافقات لدى استقبال النساء والولاده حيث ان المريضه حامل وحالتها لا تتحمل الانتظار بحجة انها لا تستطيع التواصل مع القسم ولا يوجد لديها صلاحيات مع العلم ان هناك موظفه كانت بجانبها قامت بالتواصل وانجاز المهمه وتواصلت مع التأمين خلال اقل من 10 دقائق . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-06T14:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1424655, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-04 17:56:00", "resolved": "2023-03-04 00:00:00", "escalated": null, "first_reminder": "2023-03-04 00:00:00" }, "imported_at": "2026-04-13T21:57:16.311497", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0966", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 966 } } }, { "model": "complaints.complaint", "pk": "3f4ecea7-709a-4468-9480-5a0fe3ba0194", "fields": { "created_at": "2022-10-31T12:59:00Z", "updated_at": "2026-04-13T18:56:22.745Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0462", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 24, 2022, I was in the delivery room and my sister and niece were asked to leave despite my need for them. The employee, Atab, spoke to them and to me in an unprofessional and inappropriate manner, interfering in private matters that did not concern her.", "description": "On October 24, 2022, I was in the delivery room and my sister and niece were asked to leave despite my need for them. The employee, Atab, spoke to them and to me in an unprofessional and inappropriate manner, interfering in private matters that did not concern her.\n\n[Arabic]:\nبتاريخ 24 اكتوبر 2022م كنت في غرفة الولاده وتم طلب خروج اختي وبنت اختي رغم حاجتي لهم والموظفة عتاب تكلمت معهم ومعي بطريقة غير مهنية وغير لائقه والتدخل في امورخاصة لاتعنيها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": "2022-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30052322, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": null, "received": "2022-10-31 15:59:00", "resolved": "2022-11-02 00:00:00", "escalated": null, "first_reminder": "2022-11-01 00:00:00" }, "imported_at": "2026-04-13T21:56:22.739681", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0462", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 462 } } }, { "model": "complaints.complaint", "pk": "3f71f054-5ceb-4cfa-bbdd-4887ec01834c", "fields": { "created_at": "2023-09-13T18:16:00Z", "updated_at": "2026-04-13T18:58:19.882Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1609", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " There is a financial claim against Al Hammadi Hospital, and the remaining amount for the operation has not been paid.", "description": " There is a financial claim against Al Hammadi Hospital, and the remaining amount for the operation has not been paid.\n\n[Arabic]:\n يوجد مطالبة مالية لدى مستشفى الحمادي ولم يتم تسليم المبلغ المتبقي من اجراء عملية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-15T18:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": "2023-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30047320, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": " ", "received": "2023-09-13 21:16:00", "resolved": "2023-09-19 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.879556", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1609", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1609 } } }, { "model": "complaints.complaint", "pk": "3f7827b4-534f-42a9-8bb8-a105d922d89a", "fields": { "created_at": "2023-12-30T15:13:00Z", "updated_at": "2026-04-13T18:58:57.188Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2026", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacy requested a deductible, even though there is no deductible on the insurance, and this was explained to them to no avail.", "description": "The pharmacy requested a deductible, even though there is no deductible on the insurance, and this was explained to them to no avail.\n\n[Arabic]:\nتم طلب نسبة تحمل من قبل الصيدلية علما بان لايوجد نسبة تحمل على التامين وتم شرح ذلك لهم دون جدوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2024-01-01T15:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-30T21:00:00Z", "second_reminder_sent_at": "2023-12-30T21:00:00Z", "escalated_at": "2023-12-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2023-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301073, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": null, "received": "2023-12-30 18:13:00", "resolved": "2023-12-31 00:00:00", "escalated": "2023-12-31 00:00:00", "first_reminder": "2023-12-31 00:00:00" }, "imported_at": "2026-04-13T21:58:57.178169", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2026", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2026 } } }, { "model": "complaints.complaint", "pk": "3f871caa-9b99-4ba1-acc2-8923fe0d2896", "fields": { "created_at": "2025-02-21T19:44:00Z", "updated_at": "2026-04-13T19:01:25.691Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3772", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am writing to file an official complaint regarding the violation of my privacy by one of the reception staff members at your hospital. The staff member disclosed my personal medical information without any legal authorization, which constitutes a clear breach of medical confidentiality.\n\nMy former fiancé opened a file for marriage-related tests, and during this process, the reception staff informed him of the existence of a previous medical file for me. She also disclosed sensitive details abo", "description": "I am writing to file an official complaint regarding the violation of my privacy by one of the reception staff members at your hospital. The staff member disclosed my personal medical information without any legal authorization, which constitutes a clear breach of medical confidentiality.\n\nMy former fiancé opened a file for marriage-related tests, and during this process, the reception staff informed him of the existence of a previous medical file for me. She also disclosed sensitive details about my previous sedation and surgery performed by Dr. Nawaf Al-Otaibi. This unprofessional behavior is a blatant violation of patient privacy protection regulations.\n\nAdditionally, I would like to inform you that I visited the Patient Relations and Complaints Department today at 8:30 AM and met with Ms. Abrar Al-Shammari and Mr. Sami Al-Qaraawi to address this issue. I look forward to your cooperation and appropriate action on this matter.\n\nPlease note that I reserve the right to pursue any further legal actions to ensure the protection of my privacy.\n\n[Arabic]:\nإلى إدارة مستشفى الحمادي - فرع النزهة تحية طيبة، أتقدم إليكم بهذه الشكوى الرسمية بشأن انتهاك\nخصوصيتي من قبل إحدى موظفات الاستقبال في المستشفى، حيث قامت بتسريب معلوماتي الطبية الشخصية دون\nأي تفويض قانوني، وهو ما يشكل خرقًا واضحًا لسرية المعلومات الطبية. فقد قام خطيبي السابق بفتح ملف\nلإجراء تحاليل الزواج، وخلال ذلك، أبلغته موظفة الاستقبال بوجود ملف طبي سابق لي، كما أفصحت له عن\nمعلومات تتعلق بتنويمي سابقًا وخضوعي لعملية جراحية لدى الدكتور نواف العتيبي. إن هذا التصرف غير المهني\nيعد انتهاكًا صارخًا لأنظمة حماية خصوصية المرضى. كما أحيطكم علمًا بأنني قمت بزيارة قسم علاقات المرضى\nوالشكاوى اليوم الساعة 8:30 صباحًا والتقيت بالأخت أبرار الشمري والأخ سامي القرعاوي لطرح هذه المسألة،\nوأتطلع إلى تعاونكم واتخاذ الإجراءات المناسبة. أحتفظ بحقي في اتخاذ أي إجراءات قانونية أخرى لضمان حماية\nخصوصيتي. شاكرة لكم حسن تعاونكم وسرعة استجابتكم. وتفضلوا بقبول فائق الاحترام والتقدير.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-23T19:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-21T19:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3772, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "3f8d6366-7524-4ebd-892f-2f18a0505d23", "fields": { "created_at": "2024-04-27T13:00:00Z", "updated_at": "2026-04-13T18:59:38.002Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2406", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request was made to the insurance by Dr. Mohammed Atiah to have a care room instead of a regular room, but it was denied by the insurance company due to the lack of medical necessity. The head of the department, Dr. Maisara, confirmed that there was no need for intensive care.", "description": "A request was made to the insurance by Dr. Mohammed Atiah to have a care room instead of a regular room, but it was denied by the insurance company due to the lack of medical necessity. The head of the department, Dr. Maisara, confirmed that there was no need for intensive care.\n\n[Arabic]:\nكتابة طلب لتامين من قبل الدكتور محمد عطيه بإن تكون غرفة عناية بدلاً من غرفه عادية وتم الرفض من قبل شركة التامين لعدم وجود دواعي طبية وتمت الافادة من قبل رئيس القسم د . ميسره بإن لاداعي للعناية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-27T21:00:00Z", "due_at": "2024-04-29T13:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-27T21:00:00Z", "explanation_received_at": "2024-04-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-04-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307760, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-04-28 00:00:00", "closed": null, "received": "2024-04-27 16:00:00", "resolved": "2024-04-30 00:00:00", "escalated": null, "first_reminder": "2024-04-28 00:00:00" }, "imported_at": "2026-04-13T21:59:37.998462", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2406", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2406 } } }, { "model": "complaints.complaint", "pk": "3f93e0d9-a551-4d4a-9679-96d3f566b66a", "fields": { "created_at": "2024-10-14T07:51:00Z", "updated_at": "2026-04-13T19:00:38.429Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3034-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "This complaint is to raise the of quality for the services provided by your hospital , the housekeeping is so bad and they are not cleaning , a day went by and no one came to our room the bathroom was not clean ..i hope to find more care for the patients health and clean the rooms more often . ", "description": "This complaint is to raise the of quality for the services provided by your hospital , the housekeeping is so bad and they are not cleaning , a day went by and no one came to our room the bathroom was not clean ..i hope to find more care for the patients health and clean the rooms more often . \n\n[Arabic]:\nهذه الشكوى تهدف إلى تحسين جودة الخدمات المقدمة في مستشفاكم، فخدمات النظافة سيئة للغاية ولا يتم التنظيف، فقد مر يوم كامل ولم يأتِ أحد إلى غرفتنا، وكان الحمام غير نظيف.. آمل أن أجد المزيد من الاهتمام بصحة المرضى وأن يتم تنظيف الغرف بشكل متكرر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T07:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30315960, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-14 10:51:00", "resolved": "2024-10-19 00:00:00", "escalated": null, "first_reminder": "2024-10-15 00:00:00" }, "imported_at": "2026-04-13T22:00:38.423946", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3034-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 3034 } } }, { "model": "complaints.complaint", "pk": "3fe0bea5-0135-4455-a372-4e98f43bebf4", "fields": { "created_at": "2023-12-27T17:48:00Z", "updated_at": "2026-04-13T18:58:56.607Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2008", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was asked for a co-payment percentage for the medications, even though my insurance does not have a co-payment percentage, and I explained this to them, but to no avail.", "description": "I was asked for a co-payment percentage for the medications, even though my insurance does not have a co-payment percentage, and I explained this to them, but to no avail.\n\n[Arabic]:\n تم طلب مني نسبة تحمل على الادويه علما بان تاميني بدون نسبه تحمل وتم شرح ذلك لهم ولكن بلا جدوى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-26T21:00:00Z", "due_at": "2023-12-29T17:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-26T21:00:00Z", "explanation_received_at": "2023-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30024266, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-27 00:00:00", "closed": null, "received": "2023-12-27 20:48:00", "resolved": "2023-12-31 00:00:00", "escalated": null, "first_reminder": "2023-12-27 00:00:00" }, "imported_at": "2026-04-13T21:58:56.600850", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2008", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2008 } } }, { "model": "complaints.complaint", "pk": "40401022-75a8-48df-b58b-eb5043ddd614", "fields": { "created_at": "2025-03-03T14:14:00Z", "updated_at": "2026-04-13T19:01:34.609Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "محمد الجيلاني ", "expected_result": "", "reference_number": "CMP-2025-03-3840", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient complained that the doctor did not remove all the pieces of glass in her hand, but only removed some parts and left others.", "description": "The patient complained that the doctor did not remove all the pieces of glass in her hand, but only removed some parts and left others.\n\n[Arabic]:\nاشتكت المريضة من ان الطبيب لم يزيل كل قطع الزجاج في يدها وانما ازال اجزاء فقط وترك اجزاء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-05T14:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-03T14:14:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3840, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "405ecded-0b0d-4a2a-ab53-6b271bc1bfac", "fields": { "created_at": "2023-04-12T19:24:00Z", "updated_at": "2026-04-13T18:57:29.037Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Saleh Alabdan", "expected_result": "", "reference_number": "CMP-2023-04-1160", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "42d1fb63-a031-43d2-8bcc-097ea92aaf16", "staff": "de9d7585-e333-485f-b60a-ba4836af26c8", "title": "Medications were prescribed by the treating doctor (diabetes medications) for three months, but they were mistakenly registered for only two months. The pharmacy charged me accordingly. I approached the administration, but I was not served as requested and experienced poor treatment from the clinic manager, which led to my frustration and the filing of a complaint.", "description": "Medications were prescribed by the treating doctor (diabetes medications) for three months, but they were mistakenly registered for only two months. The pharmacy charged me accordingly. I approached the administration, but I was not served as requested and experienced poor treatment from the clinic manager, which led to my frustration and the filing of a complaint.\n\n[Arabic]:\nتم صرف ادوية من قبل الطبيب المعالج ( ادوية سكر ) 3 اشهر ولاكن تم تسجيلها عن طريق الخطاء شهرين فقط وتم احتساب رسوم من قبل الصيدلية وتوجهت للادارة ولاكن لم لم تتم خدمتي بشكل المطلوب وكان هناك سوء معاملة من قبل مدير العيادات مما ادى استيائي ورفع شكوى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-13T21:00:00Z", "due_at": "2023-04-14T19:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-13T21:00:00Z", "explanation_received_at": "2023-04-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30244746, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-04-14 00:00:00", "closed": null, "received": "2023-04-12 22:24:00", "resolved": "2023-04-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.024158", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1160", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1160 } } }, { "model": "complaints.complaint", "pk": "407dfe64-4c9e-4205-94f8-953788f0ed62", "fields": { "created_at": "2022-10-16T17:24:00Z", "updated_at": "2026-04-13T18:56:19.439Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.NADEEM AHMAD", "expected_result": "", "reference_number": "CMP-2022-10-0398", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Nadeem and he asked me to get an x-ray. When I got back to the clinic, the doctor refused to receive me. I told the doctor that I can't come tomorrow, but he refused to read the x-rays and told me to come on another day", "description": "I visited Dr. Nadeem and he asked me to get an x-ray. When I got back to the clinic, the doctor refused to receive me. I told the doctor that I can't come tomorrow, but he refused to read the x-rays and told me to come on another day\n\n[Arabic]:\nزرتُ الدكتور نديم وطلب مني إجراء صورة أشعة. عندما عدتُ إلى العيادة، رفض الطبيب استقبالي. أخبرته أنني لا أستطيع الحضور غدًا، لكنه رفض قراءة صور الأشعة وطلب مني الحضور في يوم آخر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-18T17:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 671821, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-16 20:24:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.429447", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0398", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 398 } } }, { "model": "complaints.complaint", "pk": "4093a320-5fc6-4b30-90dc-1e3b26791e80", "fields": { "created_at": "2022-12-20T08:04:00Z", "updated_at": "2026-04-13T18:56:45.153Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MALAK", "expected_result": "", "reference_number": "CMP-2022-12-0699", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the radiology department to get an X-ray. My information was taken, and I was asked to wait. The department wasn't crowded, and no one was called. I asked the employee, Malak, more than once about my arrival time, and she told me to wait, but she was busy on her phone. I waited for about 40 minutes, and the radiologist informed me that my papers hadn't reached him until he called me. After I told the receptionist why my papers hadn't been given to the radiologist, she spoke to me inapp", "description": "I went to the radiology department to get an X-ray. My information was taken, and I was asked to wait. The department wasn't crowded, and no one was called. I asked the employee, Malak, more than once about my arrival time, and she told me to wait, but she was busy on her phone. I waited for about 40 minutes, and the radiologist informed me that my papers hadn't reached him until he called me. After I told the receptionist why my papers hadn't been given to the radiologist, she spoke to me inappropriately, saying, \"Talk to them. Go complain. My name is Malak!\"\n\n[Arabic]:\nتم حضوري لاستقبال الاشعه لعمل اشعه حيث تم اخذ بياناتي وطلب مني الانتظار ، لم يكن القسم مزدحم ولم يتم مناداة احد حيث تم سوالي للموظفة ملاك لاكثر من مرة عن وقت دخولي وتبلغني بالانتظار وكانت ملتهيه بهاتفها ، تم انتظاري ما يقارب 40 دقيقه حيث تم ابلاغي من قبل اخصائي الاشعه ان لم تصله اوراقي الا وقت مناداته لي ، بعد ابلاغ موظفه الاستقبال لماذا لم يتم اعطاء اوراقي لاخصائي الاشعه تم التحدث معي بطريقة غير لائقه قائلة لي ( تفاهم معاهم ، روح اشتكي اسمي ملاك ) !! ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-21T21:00:00Z", "due_at": "2022-12-22T08:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-23T21:00:00Z", "second_reminder_sent_at": "2022-12-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-21T21:00:00Z", "explanation_received_at": "2022-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30096031, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-12-22 00:00:00", "closed": null, "received": "2022-12-20 11:04:00", "resolved": "2022-12-28 00:00:00", "escalated": null, "first_reminder": "2022-12-24 00:00:00" }, "imported_at": "2026-04-13T21:56:45.148599", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0699", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 699 } } }, { "model": "complaints.complaint", "pk": "40bb8165-8b55-4053-b410-dbbef54f30ac", "fields": { "created_at": "2022-10-11T11:51:00Z", "updated_at": "2026-04-13T18:56:18.265Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0373", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The children are not being cared for or monitored by the nurses in room 3158.", "description": "The children are not being cared for or monitored by the nurses in room 3158.\n\n[Arabic]:\nلا يتم الاعتناء بالاطفال ومتابعتهم من قبل التمريض غرفة رقم 3158", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-10T21:00:00Z", "due_at": "2022-10-13T11:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-10T21:00:00Z", "explanation_received_at": "2022-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-10T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1362357, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-11 00:00:00", "closed": null, "received": "2022-10-11 14:51:00", "resolved": "2022-10-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.260688", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0373", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 373 } } }, { "model": "complaints.complaint", "pk": "40e671d2-a720-41a0-9fe6-8b8a71bc451f", "fields": { "created_at": "2023-11-27T11:43:00Z", "updated_at": "2026-04-13T18:58:45.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1893", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The weapon inspection report has not yet been added to the system.", "description": "The weapon inspection report has not yet been added to the system.\n\n[Arabic]:\nلم يتم اضافة تقرير فحص السلاح بالنظام الى الان .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-26T21:00:00Z", "due_at": "2023-11-29T11:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-26T21:00:00Z", "explanation_received_at": "2023-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301469, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-27 00:00:00", "closed": null, "received": "2023-11-27 14:43:00", "resolved": "2023-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.031517", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1893", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1893 } } }, { "model": "complaints.complaint", "pk": "410d11e6-2e05-4a8a-a051-708029874bc8", "fields": { "created_at": "2022-12-18T07:51:00Z", "updated_at": "2026-04-13T18:56:44.928Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.TALAL", "expected_result": "", "reference_number": "CMP-2022-12-0672", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor raised his voice and treated me unprofessionally, even though I only asked about the patient's condition because she was unable to walk. She was admitted to the hospital with shortness of breath, and now she cannot move. The doctor did not clarify or explain her condition, as there is a difference in the diagnosis among the doctors, and there is no explanation of the condition or the procedures that were done for her.", "description": "The doctor raised his voice and treated me unprofessionally, even though I only asked about the patient's condition because she was unable to walk. She was admitted to the hospital with shortness of breath, and now she cannot move. The doctor did not clarify or explain her condition, as there is a difference in the diagnosis among the doctors, and there is no explanation of the condition or the procedures that were done for her.\n\n[Arabic]:\nتم رفع الصوت والتعامل معي بطريقة غير مهنية من قبل الطبيب المعالج علما انه تم السوال والاستفسار فقط عن حالة المريضه لعدم قدرتها على المشي حيث تم دخولها للمستشفى بوجود ضيق بالتنفس والان المريضه لا يمكنها التحرك ولم يتم توضيح وشرح لحالتها من قبل الطبيب حيث ان هناك اختلاف بالتشخيص من قبل الاطباء ولا يوجد توضيح للحاله وماتم عمله من اجراءات لها . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-14T21:00:00Z", "due_at": "2022-12-20T07:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-17T21:00:00Z", "second_reminder_sent_at": "2022-12-23T21:00:00Z", "escalated_at": "2023-01-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-14T21:00:00Z", "explanation_received_at": "2022-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-11T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30217215, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-15 00:00:00", "closed": "2023-01-12 00:00:00", "received": "2022-12-18 10:51:00", "resolved": null, "escalated": "2023-01-03 00:00:00", "first_reminder": "2022-12-18 00:00:00" }, "imported_at": "2026-04-13T21:56:44.924324", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0672", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 672 } } }, { "model": "complaints.complaint", "pk": "4130af7a-9b66-405b-b356-5c6120202693", "fields": { "created_at": "2024-02-06T15:29:00Z", "updated_at": "2026-04-13T18:59:17.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2177", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We had a test done on Saturday, and they called us saying the sample was invalid. We came back the next day, and they did the test again. Then they called again and said the sample wasn't enough. We came back and got the test done a third time, and they called again and said the sample wasn't enough. We had the test done a fourth time, and they said the results would be ready in two hours, but they haven't been ready yet. Most of the lab technicians are unprofessional and don't know how to estim", "description": "We had a test done on Saturday, and they called us saying the sample was invalid. We came back the next day, and they did the test again. Then they called again and said the sample wasn't enough. We came back and got the test done a third time, and they called again and said the sample wasn't enough. We had the test done a fourth time, and they said the results would be ready in two hours, but they haven't been ready yet. Most of the lab technicians are unprofessional and don't know how to estimate the blood volume or how much blood to draw. My mother is elderly and has come to the hospital four times for the test, and she's exhausted from all the testing. This is all due to the negligence of the lab technicians. This is the last test we'll have done at this unprofessional hospital, and there have been previous mistakes, yet no complaints have been filed against them.\n\n[Arabic]:\n‏تم عمل تحليل يوم السبت اتصلوا علينا وقالوا العينة غير صالحة وتم المجيء من بكرة وتم عمل العينة وبعدها تم\nالاتصال علينا قالوا العينة غير كافية واتينا وأخذنا تحليل مرة ثالثه اتصلوا علينا مرة أخرى وقال العينه لا تكفي\nوعملنا تحليل للمره الرابعه وقالو التحليل يطلع بعد ساعتين ولم يخرج التحليل حتى الان ..اغلب فني المختبر\nغير محترفين ولا يعرفون تقدير التحاليل ولا مقدار الدم المسحوب ..والوالده كبيره بالسن اربع مرات تأتي الى\nالمستشفى من اجل التحليل والتعب من التحليل كل هذا بتهاون من فني المختبر .. لكن اخر تحليل نسويه\nبالمستشفى الغير محترف ..وغير الاخطاء الحاصله من قبل ولم تتم الشكوى عليهم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-06T21:00:00Z", "due_at": "2024-02-08T15:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-07T21:00:00Z", "second_reminder_sent_at": "2024-02-09T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-06T21:00:00Z", "explanation_received_at": "2024-02-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30157806, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2024-02-07 00:00:00", "closed": null, "received": "2024-02-06 18:29:00", "resolved": "2024-02-11 00:00:00", "escalated": null, "first_reminder": "2024-02-08 00:00:00" }, "imported_at": "2026-04-13T21:59:17.892392", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2177", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2177 } } }, { "model": "complaints.complaint", "pk": "41815185-bf05-4388-8695-01b83fe57f4a", "fields": { "created_at": "2023-03-19T13:30:00Z", "updated_at": "2026-04-13T18:57:18.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1042", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient had a mastectomy and the wrong code was submitted to the insurance company, which led to her rejection. She waited for more than a week to submit the correct code to the insurance company.\n", "description": "The patient had a mastectomy and the wrong code was submitted to the insurance company, which led to her rejection. She waited for more than a week to submit the correct code to the insurance company.\n\n\n[Arabic]:\nالمريضة لديها عملية استئصال ثدي وتم رفع كود خاطئ الى شركة التامين ما ادى الى رفضها وتم الانتظار لاكثر من اسبوع برفع الكود الصحيح للتامين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-18T21:00:00Z", "due_at": "2023-03-21T13:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-18T21:00:00Z", "explanation_received_at": "2023-03-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30225446, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-03-19 00:00:00", "closed": null, "received": "2023-03-19 16:30:00", "resolved": "2023-03-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.786746", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1042", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1042 } } }, { "model": "complaints.complaint", "pk": "41848d21-f355-41d5-b2c4-f7bc2ca6df5f", "fields": { "created_at": "2024-04-30T12:35:00Z", "updated_at": "2026-04-13T18:59:38.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "FAHAD ALHARBI - RECEPTION", "expected_result": "", "reference_number": "CMP-2024-04-2419", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor treatment, lack of consideration for the presence of an elderly patient, and this behavior has been repeated by the staff several times.\n", "description": "Poor treatment, lack of consideration for the presence of an elderly patient, and this behavior has been repeated by the staff several times.\n\n\n[Arabic]:\n معاملة بأسلوب سيء ,عدم تقدير لوجود مريض كبير بالسن علما انه تم تكرار ذلك من قبل الموظف لعدة مرات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-30T21:00:00Z", "due_at": "2024-05-02T12:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-30T21:00:00Z", "second_reminder_sent_at": "2024-05-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-05-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1770024, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-05-01 00:00:00", "closed": "2024-05-05 00:00:00", "received": "2024-04-30 15:35:00", "resolved": null, "escalated": null, "first_reminder": "2024-05-01 00:00:00" }, "imported_at": "2026-04-13T21:59:38.464896", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2419", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2419 } } }, { "model": "complaints.complaint", "pk": "41993356-ec0b-431f-b758-29f803d773e1", "fields": { "created_at": "2023-05-06T16:26:00Z", "updated_at": "2026-04-13T18:57:38.871Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1217", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An antibody test was conducted, but there was a delay in delivering the results, and I was not informed even about the expected time for their availability.", "description": "An antibody test was conducted, but there was a delay in delivering the results, and I was not informed even about the expected time for their availability.\n\n[Arabic]:\nتم اجراء تحليل( الاجسام المضادة) والتاخر في تسليم النتيجة ولم يتم افادتي حتى بالوقت المتوقع لظهورها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-05T21:00:00Z", "due_at": "2023-05-08T16:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-05T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30184137, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.4.Diagnosis delay" }, "timeline": { "sent": "2023-05-06 00:00:00", "closed": null, "received": "2023-05-06 19:26:00", "resolved": "2023-05-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.868369", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1217", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1217 } } }, { "model": "complaints.complaint", "pk": "41e772c4-606f-48cb-b80d-a4bcaa0a36cd", "fields": { "created_at": "2025-07-22T17:16:00Z", "updated_at": "2026-04-13T19:02:25.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الجراحة العامة", "expected_result": "", "reference_number": "CMP-2025-07-4514", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in the operation procedures, noting that the patient was admitted for hospitalization from 10:00 AM until 3:30 PM, and the patient was not informed of the treatment plan or his admission for the operation.", "description": "Delay in the operation procedures, noting that the patient was admitted for hospitalization from 10:00 AM until 3:30 PM, and the patient was not informed of the treatment plan or his admission for the operation.\n\n[Arabic]:\nتأخير في في اجراءات العملية علماً بأن المريض تم دخولة للتنويم الساعة 10 صباح وحتى 3:30 م ,ولم يتم افادة المريض بالخطة العلاجية او دخولة لاجراء العملية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T17:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T17:16:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4514, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "42356d42-7df3-4204-b5f2-b9612ace8017", "fields": { "created_at": "2022-12-31T10:34:00Z", "updated_at": "2026-04-13T18:56:46.389Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2022-12-0736", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 31, 2022, I arrived at 10:00 AM. The doctor was 50 minutes late. After he arrived and I entered the clinic, I didn't sit for more than 3 minutes. I informed him of my illness and treatment, and asked if he had any advice for me, but he didn't respond to anything. The doctor then opened the clinic door while I was sitting in front of him, implying that I should leave the clinic very quickly. He called the patient after me. When I went to the pharmacy, after waiting for 40 minutes, we ", "description": "On December 31, 2022, I arrived at 10:00 AM. The doctor was 50 minutes late. After he arrived and I entered the clinic, I didn't sit for more than 3 minutes. I informed him of my illness and treatment, and asked if he had any advice for me, but he didn't respond to anything. The doctor then opened the clinic door while I was sitting in front of him, implying that I should leave the clinic very quickly. He called the patient after me. When I went to the pharmacy, after waiting for 40 minutes, we discovered that he had prescribed the wrong medication because he hadn't listened to me or reviewed my medical history, which included my prescribed treatment. The pharmacy then contacted him to correct the medication.\n\n[Arabic]:\nبتاريخ 31 ديسمبر2022م تم حضوري الساعه 10 صباحا و تاخر الدكتور 50 دقيقه و بعد وصوله ودخلت العياده لم اجلس اكثر من\n3 دقايق ابلغته فيها بمرضي و علاجي و اذا كان عنده ايه نصائح لي و لكنه لم يجب على اي شئ و تفضل الدكتور و قام\nبفتح باب العياده و انا جالس امامه بما معنى يجب ان اخرج من العياده متسرعا جدا و قام بمناداه المريضه التي\nبعدي و حين توجهت الصيدليه و بعد 40 دقيقه انتظار نكتشف انه وصف العلاج الخطأ لانه لم يسمع مني و لم يفحص تاريخي المرضي المبين عنده علاجي حتى يكرره وتم الاتصال عليه من الصيدليه لتصحيح العلاج .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-30T21:00:00Z", "due_at": "2023-01-02T10:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-31T21:00:00Z", "second_reminder_sent_at": "2023-01-01T21:00:00Z", "escalated_at": "2023-01-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1580482, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2022-12-31 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2022-12-31 13:34:00", "resolved": null, "escalated": "2023-01-03 00:00:00", "first_reminder": "2023-01-01 00:00:00" }, "imported_at": "2026-04-13T21:56:46.385738", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0736", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 736 } } }, { "model": "complaints.complaint", "pk": "423ee37e-9fca-4614-8c9b-b0266e1f147e", "fields": { "created_at": "2023-07-04T07:07:00Z", "updated_at": "2026-04-13T18:57:58.602Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1401", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The laboratory results have been delayed for more than a month", "description": "The laboratory results have been delayed for more than a month\n\n[Arabic]:\nتاخير في تسليم نتائج التحاليل لاكثر من شهر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-03T21:00:00Z", "due_at": "2023-07-06T07:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 55305, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.4. Lab tests not performed" }, "timeline": { "sent": "2023-07-04 00:00:00", "closed": "2023-07-06 00:00:00", "received": "2023-07-04 10:07:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.599625", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1401", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1401 } } }, { "model": "complaints.complaint", "pk": "427a96a1-ca0c-444d-be24-f5900ebf0d9c", "fields": { "created_at": "2023-08-09T09:52:00Z", "updated_at": "2026-04-13T18:58:08.830Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1508", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I filed a complaint against Dr. Attallah Al-Rahili's coordinator for her mistreatment and refusal to admit me to my confirmed appointment, despite my having traveled from outside Riyadh. Although the doctor instructed me to be admitted immediately upon receiving the results to accommodate my return flight, the coordinator deliberately ignored me, prioritizing waiting lists and repeatedly slamming the door in my face. This resulted in me missing my flight and having to spend the night at the stat", "description": "I filed a complaint against Dr. Attallah Al-Rahili's coordinator for her mistreatment and refusal to admit me to my confirmed appointment, despite my having traveled from outside Riyadh. Although the doctor instructed me to be admitted immediately upon receiving the results to accommodate my return flight, the coordinator deliberately ignored me, prioritizing waiting lists and repeatedly slamming the door in my face. This resulted in me missing my flight and having to spend the night at the station. I demand an investigation into this unprofessional conduct and the psychological and financial harm I suffered, despite having paid all fees in full.\n\n[Arabic]:\nتقدم بشكوى ضد منسقة د. عطا الله الرحيلي لسوء تعاملها ورفضها إدخالي في موعدي المؤكد رغم قدومي من خارج الرياض. ورغم توجيه الطبيب بإدخالي فور ظهور النتائج لمراعاة رحلة عودتي، تعمدت المنسقة تجاهلي وإدخال حالات الانتظار وإغلاق الباب في وجهي مراراً، مما تسبب في فوات رحلتي والمبيت بالمحطة. أطالب بالتحقيق في هذا التعامل غير المهني والضرر النفسي والمادي الذي لحق بي رغم سداد كامل الرسوم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-11T09:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-14T21:00:00Z", "second_reminder_sent_at": "2023-08-14T21:00:00Z", "escalated_at": "2023-09-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30275731, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-09 12:52:00", "resolved": null, "escalated": "2023-09-05 00:00:00", "first_reminder": "2023-08-15 00:00:00" }, "imported_at": "2026-04-13T21:58:08.825721", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1508", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1508 } } }, { "model": "complaints.complaint", "pk": "4291178c-d289-413b-b856-f48fc481251d", "fields": { "created_at": "2024-03-07T12:08:00Z", "updated_at": "2026-04-13T18:59:26.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2267-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am writing to you in my capacity as the employee responsible for medical insurance. The employee approached the company seeking assistance in resolving the issue. The employee took his wife to the hospital for delivery, and the doctor sent reports to the insurance company and assessed the thickness of the uterus by the naked eye without using an ultrasound device, and performed a cesarean section for the patient before obtaining insurance approval. This resulted in the refusal to cover the cos", "description": "I am writing to you in my capacity as the employee responsible for medical insurance. The employee approached the company seeking assistance in resolving the issue. The employee took his wife to the hospital for delivery, and the doctor sent reports to the insurance company and assessed the thickness of the uterus by the naked eye without using an ultrasound device, and performed a cesarean section for the patient before obtaining insurance approval. This resulted in the refusal to cover the cost of the cesarean section, in addition to charging the employee all delivery costs and the newborn’s treatment costs, even though the medical insurance covers the newborn for up to 30 days after birth. No claim was submitted to the insurance company, and the healthcare provider filed a case to claim payment of the costs. It was decided to suspend the employee’s services, which forced us to pay the amount until action is taken regarding charging the employee all the costs. The insurance was not billed for the other costs that are unrelated to the rejection of the cesarean section.\n\n[Arabic]:\nاكتب لكم بصفتي الموظف المسؤول عن التأمين الطبي وقد توجه الموظف للشركة لطلب المساعدة في حل المشكلة توجه الموظف بزوجته للمستشفى للولاده وقامت الدكتوره بإرسال تقارير لشركة التأمين وتقييم سمك الرحم بالعين المجرده بدون استخدام جهاز السونار وإجراء عملية قيصرية للمريضة قبل موافقة التأمين على ذلك مما تسبب في رفض تحمل تكلفة العملية القيصرية بالإضافه إلى تحميل الموظف كافة تكاليف الولادة وتكاليف علاج المولود مع العلم بأن التأمين الطبي يشمل المولود حتى 30 يوم بعد الولاده ولم يتم تقديم مطالبة لشركة التأمين وقام مقدم الخدمة بتقديم قضية لدفع التكاليف وتقرر ايقاف خدمات الموظف مما جعلنا نقوم بدفع المبلغ لحين اتخاذ اجراء عن تحميل الموظف كافة التكاليف ولم يتم مطالبة التأمين بالتكاليف الأخرى والتي لا تتعلق برفض العملية القيصرية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-06T21:00:00Z", "due_at": "2024-03-09T12:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-06T21:00:00Z", "explanation_received_at": "2024-03-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-09T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30141629, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-03-07 00:00:00", "closed": null, "received": "2024-03-07 15:08:00", "resolved": "2024-03-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:26.135063", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2267-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2267 } } }, { "model": "complaints.complaint", "pk": "42da9997-228c-4da2-817c-2480440542a2", "fields": { "created_at": "2025-11-13T09:25:00Z", "updated_at": "2026-04-13T19:03:13.563Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5289", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“The patient complains of delays from the nursing staff when requesting service.”", "description": "“The patient complains of delays from the nursing staff when requesting service.”\n\n[Arabic]:\nيشتكي المريض من تاخير من قبل طاقم التمريض اثناء طلب تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T09:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T09:25:00Z", "explanation_received_at": "2025-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5289, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "42e4e285-60ca-41a4-9b2a-60541150a8b7", "fields": { "created_at": "2022-10-12T16:24:00Z", "updated_at": "2026-04-13T18:56:18.608Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HAZEM AHMED ALI ", "expected_result": "", "reference_number": "CMP-2022-10-0378", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "2f1cdaa5-f3fa-4658-9c8a-6880aa2b7211", "title": "I went to the emergency department and my daughter had a high fever. I waited for about an hour and a half until the attending physician arrived. I administered first aid to lower her fever. There was also no adherence to wearing a mask, as the waiting was for different patient departments, which exposed them to the possibility of disease transmission among them.", "description": "I went to the emergency department and my daughter had a high fever. I waited for about an hour and a half until the attending physician arrived. I administered first aid to lower her fever. There was also no adherence to wearing a mask, as the waiting was for different patient departments, which exposed them to the possibility of disease transmission among them.\n\n[Arabic]:\nتم الحضور لقسم الطوارئ ولدى ابنتي ارتفاع في درجة الحراره وتم الانتظار مايقارب الساعه والنصف لحين وصول الطبيب المعالج حيث تم عمل الاسعافات الاوليه من قبلي لاخفاض درجة الحراره لم يكن هناك ايضا التزام بارتداء الكمام حيث ان الانتظار لمختلف اقسام المرضى مما يعرضهم لاحتمالية انتقال الامراض بينهم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-11T21:00:00Z", "due_at": "2022-10-14T16:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2020-10-12T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-11T21:00:00Z", "explanation_received_at": "2022-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30053430, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-12 00:00:00", "closed": null, "received": "2022-10-12 19:24:00", "resolved": "2022-10-17 00:00:00", "escalated": null, "first_reminder": "2020-10-13 00:00:00" }, "imported_at": "2026-04-13T21:56:18.594574", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0378", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 378 } } }, { "model": "complaints.complaint", "pk": "4302fc2e-cecb-4932-a666-91add24ee101", "fields": { "created_at": "2022-08-27T08:40:00Z", "updated_at": "2026-04-13T18:55:56.808Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0016", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 23-08-2022, I attended my appointment at the eye clinic and paid the doctor's fee. Upon entering the clinic, the doctor asked me to undergo an examination. After returning to the clinic and finishing with the doctor, he asked me to pay the fee for the procedures before leaving. I was not informed about paying the fee before the procedures were carried out, and I was not given a choice in my desire to carry out the procedures. In addition, messages were sent by the insurance approving procedur", "description": "On 23-08-2022, I attended my appointment at the eye clinic and paid the doctor's fee. Upon entering the clinic, the doctor asked me to undergo an examination. After returning to the clinic and finishing with the doctor, he asked me to pay the fee for the procedures before leaving. I was not informed about paying the fee before the procedures were carried out, and I was not given a choice in my desire to carry out the procedures. In addition, messages were sent by the insurance approving procedures for the following day, even though I was not at the hospital.\n\n[Arabic]:\nبتاريخ 23-08-2022م تم حضوري لموعدي في عيادة العيون وتم دفع كشفية الطبيب وعند دخولي للعيادة طلب مني الطبيب بعمل فحص بعد العوده للعيادة والانتهاء من الطبيب طلب مني الطبيب بدفع مبلغ الاجراءات قبل المغادرة حيث لم يتم اخباري بدفع المبلغ قبل عمل الاجراءات ولم اخير في رغبتي بعمل الاجراءات بالاضافة الى يتم ارسال رسائل من قبل التامين بالموافقه على اجراءات في اليوم التالي على الرغم من عدم وجودي في المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-08-29T08:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211922, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-08-27 11:40:00", "resolved": "2022-09-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:56.804238", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0016", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 16 } } }, { "model": "complaints.complaint", "pk": "4308b2b1-0265-44a5-aab0-95fa5b4b1497", "fields": { "created_at": "2024-01-28T15:22:00Z", "updated_at": "2026-04-13T18:59:09.137Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2130", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that the pharmacy at the facility refused to dispense the iron medication doses, which were prescribed by the treating physician at the facility, and he is harmed in this regard.", "description": "The patient reported that the pharmacy at the facility refused to dispense the iron medication doses, which were prescribed by the treating physician at the facility, and he is harmed in this regard.\n\n[Arabic]:\nعدم تسليم السي دي تبع المنظار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-27T21:00:00Z", "due_at": "2024-01-30T15:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30098711, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.7.Medical records", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-28 00:00:00", "closed": null, "received": "2024-01-28 18:22:00", "resolved": "2024-01-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.127443", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2130", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2130 } } }, { "model": "complaints.complaint", "pk": "43413f4e-fa47-4e25-ac45-19be46d5553b", "fields": { "created_at": "2025-05-23T15:04:00Z", "updated_at": "2026-04-13T19:02:00.439Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عابد اللهيبي ", "expected_result": "", "reference_number": "CMP-2025-05-4209", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A gastroscopy was performed, but during the procedure, the sedation was not sufficient, which resulted in the patient feeling the endoscope. This affected her psychologically.\n\n", "description": "A gastroscopy was performed, but during the procedure, the sedation was not sufficient, which resulted in the patient feeling the endoscope. This affected her psychologically.\n\n\n\n[Arabic]:\nقصور بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-25T15:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-23T15:04:00Z", "explanation_received_at": "2025-05-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4209, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "43473df5-c45a-4b88-bbf0-9240d24a820c", "fields": { "created_at": "2023-10-18T16:48:00Z", "updated_at": "2026-04-13T18:58:31.637Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1731", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The price difference after starting the treatment plan: The beneficiary was informed that the insurance covered the costs, but when taking action, I was informed that there were additional amounts.", "description": "The price difference after starting the treatment plan: The beneficiary was informed that the insurance covered the costs, but when taking action, I was informed that there were additional amounts.\n\n[Arabic]:\nاختلاف الاسعار بعد البدأ بالخطه العلاجيه تم تبليغ المستفيد بان التأمين يغطي التكاليف وعند اتخاذ الاجراءات تم ابلاغي بوجود مبالغ اضافيه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-18T21:00:00Z", "due_at": "2023-10-20T16:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-18T21:00:00Z", "explanation_received_at": "2023-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284198, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Pricing variations" }, "timeline": { "sent": "2023-10-19 00:00:00", "closed": null, "received": "2023-10-18 19:48:00", "resolved": "2023-10-21 00:00:00", "escalated": null, "first_reminder": "2023-10-19 00:00:00" }, "imported_at": "2026-04-13T21:58:31.632774", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1731", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1731 } } }, { "model": "complaints.complaint", "pk": "4351cda3-5fff-4df7-a36f-7e38ac818c7a", "fields": { "created_at": "2024-07-15T10:47:00Z", "updated_at": "2026-04-13T19:00:06.660Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MOHAMD SAMEER ABD ALRAZAK ALRAHHAL", "expected_result": "", "reference_number": "CMP-2024-07-2698", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "Fraudulent use of insurance by an unidentified person. After contacting the clinic manager, he informed me that the claim for the aforementioned visit would be canceled, but this did not happen.", "description": "Fraudulent use of insurance by an unidentified person. After contacting the clinic manager, he informed me that the claim for the aforementioned visit would be canceled, but this did not happen.\n\n[Arabic]:\nاحتيال في استخدام التأمين لشخص مجهول الهوية علما انه بعد التواصل مع مدير العيادات افادني بانه سوف يتم الغاء المطالبه للزياره المذكوره ولم يتم ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-14T21:00:00Z", "due_at": "2024-07-17T10:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-14T21:00:00Z", "explanation_received_at": "2024-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30203131, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.3.Safety & Security", "classification": "3.3.8.Theft and lost" }, "timeline": { "sent": "2024-07-15 00:00:00", "closed": null, "received": "2024-07-15 13:47:00", "resolved": "2024-07-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.656671", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2698", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2698 } } }, { "model": "complaints.complaint", "pk": "436e47ff-a4eb-4771-8a24-6676405780e8", "fields": { "created_at": "2025-10-01T09:13:00Z", "updated_at": "2026-04-13T19:02:59.467Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4986", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request to escalate the service to the Ministry of Health was denied.", "description": "The request to escalate the service to the Ministry of Health was denied.\n\n[Arabic]:\nتم رفض رفع الخدمه لوزارة الصحه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-03T09:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-01T09:13:00Z", "explanation_received_at": "2025-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4986, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "43742ac3-de18-4847-b552-367364d1ba43", "fields": { "created_at": "2025-10-28T15:52:00Z", "updated_at": "2026-04-13T19:03:04.042Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5179", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The incorrect blood draw the first and second times caused pain, swelling, and bruising.", "description": "The incorrect blood draw the first and second times caused pain, swelling, and bruising.\n\n[Arabic]:\nسحب الدم بطريقة خاطئة في المرة الاولى والمرة الثانية تسبب بألم وتورم وكدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T15:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T15:52:00Z", "explanation_received_at": "2025-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5179, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "4375a677-11a0-4e5f-ae24-169c15d6f425", "fields": { "created_at": "2025-01-29T15:38:00Z", "updated_at": "2026-04-13T19:01:14.706Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3625", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Delay in response by the psychiatric coordinator.\n\n\n\n", "description": " Delay in response by the psychiatric coordinator.\n\n\n\n\n\n[Arabic]:\nتقصير وتاخير بالرد من قبل منسقة الطب النفسي \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-31T15:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-29T15:38:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3625, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "43890702-f398-4e84-9bac-beccf1b28fb5", "fields": { "created_at": "2024-02-15T18:15:00Z", "updated_at": "2026-04-13T18:59:18.601Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr NOHA ALI ABDEL KHALEK SALEH", "expected_result": "", "reference_number": "CMP-2024-02-2205", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "c21dcae4-ce71-44bc-9c6d-10c166b5e2be", "title": "I hope there will be greater attention paid to a sensitive and important department like the pediatric intensive care unit, starting with Dr. Noha's method of chewing gum with her mouth open and loudly without wearing a mask, and also examining the child without wearing gloves! Eating eggs in the office and the smell permeated the place! I waited patiently for 3 hours, knowing that my delivery was a C-section and I was in a very weak state, and there was no consideration for my condition. On the", "description": "I hope there will be greater attention paid to a sensitive and important department like the pediatric intensive care unit, starting with Dr. Noha's method of chewing gum with her mouth open and loudly without wearing a mask, and also examining the child without wearing gloves! Eating eggs in the office and the smell permeated the place! I waited patiently for 3 hours, knowing that my delivery was a C-section and I was in a very weak state, and there was no consideration for my condition. On the contrary, I waited until my blood sugar dropped to 60 and I reached the point of collapse, crying and screaming. As soon as they saw my condition, they said, \"We've finished your paperwork!\" I just want to know, did it have to reach that point of collapse?\n\n[Arabic]:\n اتمنى يكون فيه اهتمام كبير بقسم حساس ومهم مثل العنايه المركزه للاطفال ابتداء من طريقه الدكتوره نهى بالعلك\nبالفم المفتوح وبصوت مرتفع بدون لبس الكمامه على الفم وايضا الكشف على الطفل بدون لبس قفازات !! اكل\nالبيض بالمكتب ورائحته منتشره بالمكان !! انتظرت بكل هدوء ل٣ ساعات مع العلم ان ولادتي كانت\nقيصري وكنت بحاله متعبه جدا ولا يوجد اي مراعاه لوضعي بالعكس انتظرت الى ان هبط سكري ل ٦٠ ووصلت\nلمرحله انهيار بالبكاء والصراخ وبمجرد شافو وضعي كذا قالو خلاص خلصنا اوراقك ؟!! بس بعرف كان محتاج\nالموضوع اوصل لهالمرحله من الانهيار ؟؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-19T21:00:00Z", "due_at": "2024-02-17T18:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-24T21:00:00Z", "second_reminder_sent_at": "2024-02-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-19T21:00:00Z", "explanation_received_at": "2024-02-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-27T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30122175, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-02-20 00:00:00", "closed": null, "received": "2024-02-15 21:15:00", "resolved": "2024-02-28 00:00:00", "escalated": null, "first_reminder": "2024-02-25 00:00:00" }, "imported_at": "2026-04-13T21:59:18.596660", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2205", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 2205 } } }, { "model": "complaints.complaint", "pk": "438eb757-3b23-4f3f-97bf-a5f500baba0a", "fields": { "created_at": "2022-12-04T12:23:00Z", "updated_at": "2026-04-13T18:56:42.205Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ALMANASEER ", "expected_result": "", "reference_number": "CMP-2022-12-0630", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Thursday, December 1, 2022, I visited the approvals office to follow up on a request from my insurance company. They informed me that the insurance company required certain reports from Dr. Mohammed Al-Manasir and printed the required documents for me to take to him so he could provide them to me for submission to the insurance company. The doctor told me that the reports should be submitted electronically, not on paper. I returned to the approvals office, and they submitted the request elect", "description": "On Thursday, December 1, 2022, I visited the approvals office to follow up on a request from my insurance company. They informed me that the insurance company required certain reports from Dr. Mohammed Al-Manasir and printed the required documents for me to take to him so he could provide them to me for submission to the insurance company. The doctor told me that the reports should be submitted electronically, not on paper. I returned to the approvals office, and they submitted the request electronically to the doctor. The approvals officer then contacted the doctor to confirm that the request had been submitted and to request a response regarding the required reports. I waited for 30 minutes and returned to the approvals officer to check, but the doctor had not responded. She asked me to go to him so he could reply. I went to him, only to find that he had left the hospital without responding or providing the necessary information. I was told to come back the next day and go to the patient relations department to contact the doctor and remind him to add the information requested by the insurance company.\n\n[Arabic]:\nقمت بمراجعة مكتب الموافقات يوم الخميس الموافق ١-١٢-٢٢٠٢٢ لمتابعة طلب لشركة التأمين فأخبروني أن شركة التأمين تطلب بعض التقارير من الدكتور محمد المناصير وقامو بطباعة المتطلبات لي حتي أذهب بها اليه حتي يقوم بتزويدي بها لرفعها الي شركة التأمين فقال لي الدكتور انها يجب رفعها عن طريق السيستم وليس ورقيا فرجعت الي مكتب الموافقات وقامو برفع الطلب عن طريق السيستم حتي يصل الى الدكتور وقامت موظفة الموافقات بالاتصال بالدكتور للتأكيد عليه بأنه تم الرفع والرجاء الرد علي المطلوب من تقارير وانتظرت أنا لمدة ٣٠ دقيقة وأعود الي موظفة الموافقات للتشييك فوجدت أن الدكتور لم يقم بالرد فطلبت مني النزول له حتي يقوم بالرد فتوجهت له وتفأجات بأن الدكتور قد غادر المستشفي ولم يقم بالرد واضافة المعلومات حيث استعدى حضوري لليوم التالي والتوجه لقسم علاقات المرضى للتواصل مع الدكتور والتذكير في اضافة ما طلب من شركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-03T21:00:00Z", "due_at": "2022-12-06T12:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-03T21:00:00Z", "explanation_received_at": "2022-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30145516, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-12-04 00:00:00", "closed": null, "received": "2022-12-04 15:23:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.198288", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0630", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 630 } } }, { "model": "complaints.complaint", "pk": "43962fe6-42f1-4ff7-88b1-8a90e51698b6", "fields": { "created_at": "2025-12-01T17:51:00Z", "updated_at": "2026-04-13T19:03:23.716Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.EZZAT ABDULAZIM", "expected_result": "", "reference_number": "CMP-2025-12-5398", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The physician’s behavior during the patient’s assessment was unprofessional, and he did not provide her with sufficient time to explain her condition.", "description": "The physician’s behavior during the patient’s assessment was unprofessional, and he did not provide her with sufficient time to explain her condition.\n\n[Arabic]:\nسلوك الطبيب أثناء تقييم المريضه غير مهني ولم يعطيها الوقت الكافي لشرح الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-03T17:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-01T17:51:00Z", "explanation_received_at": "2025-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5398, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "43a15319-2ae0-4607-8c46-813590a63b8b", "fields": { "created_at": "2025-06-12T14:28:00Z", "updated_at": "2026-04-13T19:02:10.422Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.سعد العليان", "expected_result": "", "reference_number": "CMP-2025-06-4291-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appointment with Dr. Saad was canceled twice without prior notice, despite being confirmed. This led the patient to travel from outside the city with no benefit, and the insurance amount was deducted despite no service being provided.", "description": "The appointment with Dr. Saad was canceled twice without prior notice, despite being confirmed. This led the patient to travel from outside the city with no benefit, and the insurance amount was deducted despite no service being provided.\n\n[Arabic]:\nتم إلغاء الموعد مع الدكتور سعد مرتين دون إشعار مسبق، رغم تأكيد الحجز، مما سبب حضور المريضة من خارج المدينة دون فائدة، وتم خصم مبلغ التأمين رغم عدم تقديم الخدمة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 213, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-14T14:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-12T14:28:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4291, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "43dfb26e-57ad-4d51-a676-2abaf6fa20a2", "fields": { "created_at": "2023-06-11T13:24:00Z", "updated_at": "2026-04-13T18:57:49.423Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Mohammed Issa ", "expected_result": "", "reference_number": "CMP-2023-06-1342", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the emergency department where I was treated unprofessionally by the doctor. I only requested a pain reliever and did not ask for any specific medication. I explained to the doctor that I needed the painkiller, but I found no response or acknowledgment from him.", "description": "I visited the emergency department where I was treated unprofessionally by the doctor. I only requested a pain reliever and did not ask for any specific medication. I explained to the doctor that I needed the painkiller, but I found no response or acknowledgment from him.\n\n[Arabic]:\nتم زيارة الطوارى حيث تم التعامل معي بطريقه غير مهنيه من قبل الطبيب حيث اني لم اطلب الا مسكن للألم ولم اطلب دواء معين وتم توضيح ذلك للطبيب بحاجتي للمسكن لوم اجد اي تجاوب من قبله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-13T13:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-07-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1212851, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": "2023-07-08 00:00:00", "received": "2023-06-11 16:24:00", "resolved": null, "escalated": null, "first_reminder": "2023-07-03 00:00:00" }, "imported_at": "2026-04-13T21:57:49.414720", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1342", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1342 } } }, { "model": "complaints.complaint", "pk": "44073dba-a6e2-496e-9adf-59a5f00d5e3b", "fields": { "created_at": "2023-06-08T11:55:00Z", "updated_at": "2026-04-13T18:57:48.931Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMED - PHARMACY SUPERVISOR", "expected_result": "", "reference_number": "CMP-2023-06-1332", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacist talked to me in unprofessional unacceptable way when I asked him to save my time and not to add the medication use instructions stickers to the medication packs as I am already a pharmacist and he insisted I will not take the medications and he already did and asked me to Disciplinary action, apology and my wife’s medication ماهي النتيجة التي تبحث عنها .complain", "description": "The pharmacist talked to me in unprofessional unacceptable way when I asked him to save my time and not to add the medication use instructions stickers to the medication packs as I am already a pharmacist and he insisted I will not take the medications and he already did and asked me to Disciplinary action, apology and my wife’s medication ماهي النتيجة التي تبحث عنها .complain\n\n[Arabic]:\nتحدث الصيدلي إليّ بطريقة غير مهنية وغير مقبولة عندما طلبت منه أن يوفر لي الوقت وألا يضيف ملصقات تعليمات استخدام الدواء إلى عبوات الأدوية، لأنني صيدلي بالفعل. أصر على أنني لن أأخذ الأدوية وأخبرني أنه قد فعل ذلك وطلب مني اتخاذ إجراء تأديبي. أبحث عن اعتذار ودواء زوجتي.\n\nما هي النتيجة التي تبحث عنها؟\nأريد اتخاذ إجراء تأديبي، اعتذار، ودواء زوجتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-07T21:00:00Z", "due_at": "2023-06-10T11:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-07T21:00:00Z", "explanation_received_at": "2023-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-06-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30003335, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2023-06-08 00:00:00", "closed": "2023-06-17 00:00:00", "received": "2023-06-08 14:55:00", "resolved": "2023-06-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:48.929510", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1332", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1332 } } }, { "model": "complaints.complaint", "pk": "4417ba3b-28d7-4724-8fc6-877c51879a52", "fields": { "created_at": "2025-11-05T22:48:00Z", "updated_at": "2026-04-13T19:03:12.730Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5235", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's father states that X-rays and tests were performed unnecessarily for her medical condition, and that she was not examined by the specialist physician.\"", "description": "\"The child's father states that X-rays and tests were performed unnecessarily for her medical condition, and that she was not examined by the specialist physician.\"\n\n[Arabic]:\nيفيد والد الطفله بانه تم عمل اشعه وتحاليل لم يكن له داعي للحاله الصحيه ولم يتم الكشف عليها من الطبيب المختص ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-07T22:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-05T22:48:00Z", "explanation_received_at": "2025-11-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5235, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "441ffd30-bfa7-44bc-8e77-8637df709fbc", "fields": { "created_at": "2022-11-14T16:51:00Z", "updated_at": "2026-04-13T18:56:31.847Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2022-11-0530", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 8, 2022, I was born by Dr. Duaa. During the delivery, I heard a voice. I was not informed of this yet. After the X-ray, they said there was a twist in my baby's hand. The report and X-ray images revealed a fracture in the clavicle. Dr. Jihad said to consult the security forces. They did the X-ray again and confirmed that it was a mobile fracture.", "description": "On November 8, 2022, I was born by Dr. Duaa. During the delivery, I heard a voice. I was not informed of this yet. After the X-ray, they said there was a twist in my baby's hand. The report and X-ray images revealed a fracture in the clavicle. Dr. Jihad said to consult the security forces. They did the X-ray again and confirmed that it was a mobile fracture.\n\n[Arabic]:\n بتاريخ 8 نوفمبر2022م تم ولادتي من قبل الطبيبة دعاء و في اثناء الولاده سمعت صوت وانا ادفع وعند سؤالي لم يتم ابلاغي بشيء وبعد الاشعه قالوا بأنه يوجد التواء في يد الطفله، واتضح بالتقرير وصور الاشعه بوجود كسر فالترقوه والدكتورجهاد قال راجعوا قوى الامن وعند عمل الاشعه مره ثانية اتضح بانه كسر متحرك. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-13T21:00:00Z", "due_at": "2022-11-16T16:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-15T21:00:00Z", "second_reminder_sent_at": "2022-11-16T21:00:00Z", "escalated_at": "2022-11-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-13T21:00:00Z", "explanation_received_at": "2022-12-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30200611, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-11-14 00:00:00", "closed": null, "received": "2022-11-14 19:51:00", "resolved": "2022-12-10 00:00:00", "escalated": "2022-11-19 00:00:00", "first_reminder": "2022-11-16 00:00:00" }, "imported_at": "2026-04-13T21:56:31.844325", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0530", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 530 } } }, { "model": "complaints.complaint", "pk": "443b7e66-54a4-467d-84eb-a6ad01c2fbad", "fields": { "created_at": "2025-02-28T05:37:00Z", "updated_at": "2026-04-13T19:01:26.296Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "صبحي محمود", "expected_result": "", "reference_number": "CMP-2025-02-3815", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the doctor refuse to enter the patient despit the available appointment and the clinic time not over ", "description": "the doctor refuse to enter the patient despit the available appointment and the clinic time not over \n\n[Arabic]:\nتم رفض استقبال المريض مع وجود مواعيد متاحة ولم ينتهي وقت العيادة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-02T05:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-02-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-28T05:37:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3815, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "443e2dcb-bcd5-4131-8c67-29fb7376d47b", "fields": { "created_at": "2025-02-08T14:11:00Z", "updated_at": "2026-04-13T19:01:24.435Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3685", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Furthermore, there has been a delay in providing the treatment and required equipment (such as the breathing machine), which had been approved. There is no clarity regarding the reasons for the delay in providing the medical equipment, causing anxiety for the patient and their family.", "description": "Furthermore, there has been a delay in providing the treatment and required equipment (such as the breathing machine), which had been approved. There is no clarity regarding the reasons for the delay in providing the medical equipment, causing anxiety for the patient and their family.\n\n[Arabic]:\nعلما اني مررت بنفس التجربة مع والدتي سابقا وتم تكرار ذلك ، مما يوضح ان هناك قصور واهمال في التنسيق بين الأطباء وادارة التنويم وتوفير الرعاية الصحية المناسبة في الوقت المناسب لدى قسم التنويم بااكمله. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T14:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3685, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "444e4902-93ba-4038-a19e-e85c067f9c62", "fields": { "created_at": "2025-11-30T15:20:00Z", "updated_at": "2026-04-13T19:03:15.048Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.FAHAD ALDOSSARY", "expected_result": "", "reference_number": "CMP-2025-11-5387", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient indicates that he was subjected to unprofessional behavior by the doctor, and that the consultation lasted no more than five minutes. He also stated that the visit was not beneficial for him.", "description": "The patient indicates that he was subjected to unprofessional behavior by the doctor, and that the consultation lasted no more than five minutes. He also stated that the visit was not beneficial for him.\n\n[Arabic]:\nشير المريض إلى أنه تعرّض لأسلوب غير مهني من قبل الطبيب، وأن مدة الاستشارة لم تتجاوز خمس دقائق، كما أفاد بأن الزيارة لم تكن ذات فائدة بالنسبة له.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-02T15:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-30T15:20:00Z", "explanation_received_at": "2025-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5387, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "4467245f-e13d-46d4-8de6-d885fa01c6fe", "fields": { "created_at": "2025-03-05T12:11:00Z", "updated_at": "2026-04-13T19:01:34.848Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3854", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted on 2025/01/31 due to chest problems and shortness of breath. After the patient was discharged from the hospital, the hospital demanded a financial amount from the patient because the insurance rejected the value of five days, from 2025/02/13 to 2025/02/18, claiming that the hospital delayed and failed to provide sufficient information justifying the need for hospitalization. It is worth noting that the hospital had previously done the same for my mother, and I had filed ", "description": "The patient was admitted on 2025/01/31 due to chest problems and shortness of breath. After the patient was discharged from the hospital, the hospital demanded a financial amount from the patient because the insurance rejected the value of five days, from 2025/02/13 to 2025/02/18, claiming that the hospital delayed and failed to provide sufficient information justifying the need for hospitalization. It is worth noting that the hospital had previously done the same for my mother, and I had filed a complaint regarding the same issue. Now, the hospital is demanding the patient pay for the five-day hospitalization (the patient's data has been updated).\n\n[Arabic]:\nتنوم في تاريخ 2025|01|31 لمشاكل في الصدر و ضيق تنفس وبعد خروج المريض من المستشفى قامت المستشفى بمطالبة المريض بملغ مالي بسبب رفض التامين قيمة خمسة ايام مرفوضة في تاريخ 2025�213 الى تاريخ 2025�218 وذلك بحجة تاخير المستشفى وعدم تقديم معلومات كافية تستدعي تنويم الحالة وعلما بان المستشفى سابقا بمدة بسيطة قام بنفس الفعل لدي على الوالدة وقمت بشكوى سابقا على نفس الفعل والان المستشفى ياطالب المريض بدفع مبلغ تنويم مدة خمسة ايام ( تم تحديث بيانات المريض ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-07T12:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-05T12:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3854, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "446a5b4e-1ef2-49e0-891b-84fca1f89bad", "fields": { "created_at": "2025-05-31T13:11:00Z", "updated_at": "2026-04-13T19:02:00.934Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. سارة يوسف احمد حامد", "expected_result": "", "reference_number": "CMP-2025-05-4236", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room due to severe pain, so she asked me for a pregnancy test, which I refused, as well as an x-ray, which I had taken, and painkillers, which I took. Upon leaving, she asked me to sign a refusal to take a pregnancy test. I asked her how she could ask me for one. I explained my marital status, that I am separated and that I am currently on my period, which I also had last month. She responded with an insulting and degrading response, violating my dignity and chastity (\"I ", "description": "I went to the emergency room due to severe pain, so she asked me for a pregnancy test, which I refused, as well as an x-ray, which I had taken, and painkillers, which I took. Upon leaving, she asked me to sign a refusal to take a pregnancy test. I asked her how she could ask me for one. I explained my marital status, that I am separated and that I am currently on my period, which I also had last month. She responded with an insulting and degrading response, violating my dignity and chastity (\"I don't know what's going on in your house\"), which angered me and hurt me psychologically. What if one of my brothers was with me, or if one of the patients was a girl with her father and heard this response? In addition, I asked the nurse to call the doctor to explain that I was taking medication that might be the cause, but the doctor refused to come and told her to come to her at the front desk. (I don't know what to say, but I am awaiting the standard procedure. I will add that I will go to court to demand my personal rights from her.\n\n[Arabic]:\n اتيت للطوارئ بسبب الم شديد فطلبت مني تحليل حمل وقد رفضته واشعه واقد أجريتها ومسكن واخذته وعند\nخروجي طلبت مني التوقيع على رفض تحليل الحمل فسألتها كيف تطلبه مني وقد أوضحت لها حالتي الاجتماعية اني\nمنفصله وان علي الدورة الشهرية حاليا وقد أتتني الشهر الماضي ايضا فردت علي رد اهانني ومس كرامتي وعفتي (\nأنا لا اعرف ماذا يحصل في منزلك ) مما اثار حفيظتي وأذاني نفسيا ماذا لو كان معي احد من اخواني او ان احد\nالمراجعات كانت فتاه ومعها والدها وسمع ردها هذا بالاضافه اني طلبت من الممرضه ان تنادي الطبيبة لتوضيح ان\nهناك دواء اخذه لربما يكون السبب فرفضت الطبيبة الحضور وقالت لها ان اتي لها عند ( front desk (لا اعرف\nماذا اقول ولكني في انتظار الأجراء المتبع واضيف عليه اني سأتقدم للمحكمة لطلب حقي الشخصي منها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-02T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-31T13:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4236, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "448a00cc-78f0-4673-a9ea-15681cfda12b", "fields": { "created_at": "2023-07-13T06:33:00Z", "updated_at": "2026-04-13T18:57:59.254Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSSARI", "expected_result": "", "reference_number": "CMP-2023-07-1430", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed an inappropriate medication, and the patient's condition deteriorated due to the medication. After returning to him, we found no response or solution from the doctor.", "description": "The doctor prescribed an inappropriate medication, and the patient's condition deteriorated due to the medication. After returning to him, we found no response or solution from the doctor.\n\n[Arabic]:\n صرف دواء غير مناسب وتدهور حالة المريضه بسبب الدواء وبعد الرجوع له لم نجد اي تجاوب او حل من قبل الدكتور . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-12T21:00:00Z", "due_at": "2023-07-15T06:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-12T21:00:00Z", "explanation_received_at": "2023-08-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029141, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2023-07-13 00:00:00", "closed": null, "received": "2023-07-13 09:33:00", "resolved": "2023-08-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.252596", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1430", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1430 } } }, { "model": "complaints.complaint", "pk": "44c970f7-b7ea-4392-a1e4-e3728a3198c0", "fields": { "created_at": "2023-05-11T10:09:00Z", "updated_at": "2026-04-13T18:57:39.437Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1237", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the contrast imaging, I was given a substance different from the one specified by the treating physician. I was provided with barium instead of the gastrographin that was specified by the doctor, as it suited my health condition. I informed the laboratory technician about this, and as a result, it led to other health issues. Additionally, the other imaging that I was supposed to undergo at the hospital was canceled due to my health circumstances.", "description": "During the contrast imaging, I was given a substance different from the one specified by the treating physician. I was provided with barium instead of the gastrographin that was specified by the doctor, as it suited my health condition. I informed the laboratory technician about this, and as a result, it led to other health issues. Additionally, the other imaging that I was supposed to undergo at the hospital was canceled due to my health circumstances.\n\n[Arabic]:\nعند عمل اشعه صبغه تم اعطائي ماده أخري بخلاف الماده المحدده من قبل الطبيب المعالج تم اعطائي ماده\nالباريوم بدلا من ماده الجاستروجرافين المحدده من قبل الطبيب لأنها تناسب حالتي الصحيه مع العلم تم ابلاغ فني المختبر بذلك ونتيجه عليه ترتب\nعلي اضرار صحيه أخري كما تم الغاء الاشعه الأخري التي كنت سأقوم بها بالمستشفي لظروفي الصحيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-10T21:00:00Z", "due_at": "2023-05-13T10:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-13T21:00:00Z", "second_reminder_sent_at": "2023-05-14T21:00:00Z", "escalated_at": "2023-05-21T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-05-10T21:00:00Z", "explanation_received_at": "2023-05-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30129396, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2023-05-11 00:00:00", "closed": null, "received": "2023-05-11 13:09:00", "resolved": "2023-05-23 00:00:00", "escalated": "2023-05-22 00:00:00", "first_reminder": "2023-05-14 00:00:00" }, "imported_at": "2026-04-13T21:57:39.433565", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1237", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 1237 } } }, { "model": "complaints.complaint", "pk": "44ca1a5c-ec89-418f-9ee9-1a5b8df4616c", "fields": { "created_at": "2025-05-15T06:10:00Z", "updated_at": "2026-04-13T19:01:59.177Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "داحمد قعقع ", "expected_result": "", "reference_number": "CMP-2025-05-4166-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "One year after the surgery, an issue was noticed with the nasal bone along with drooping of the nasal tip, which is part of the condition previously treated as per the treatment plan.\n", "description": "One year after the surgery, an issue was noticed with the nasal bone along with drooping of the nasal tip, which is part of the condition previously treated as per the treatment plan.\n\n\n[Arabic]:\nبعد مرور عام على العملية، ظهرت مشكلة في عظمة الأنف مع نزول في الأرنبة، وهي جزء من الحالة التي تم علاجها سابقًا ضمن خطة العلاج.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-17T06:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-15T06:10:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4166, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "44d1f70f-0412-4e15-9b7b-6177738a7352", "fields": { "created_at": "2023-02-28T08:11:00Z", "updated_at": "2026-04-13T18:57:08.315Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ABEER HAMADAH", "expected_result": "", "reference_number": "CMP-2023-02-0951", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Abeer and went to the emergency room several times because I was having difficulty breathing, but the fatigue and coughing continued despite taking the medications. I went back to Dr. Abeer on February 27, 2023, and informed her of my bad condition and my continuous fatigue. She prescribed medications and antibiotics, and I told her that I needed sick leave for three or four days, but she replied, \"Do you want to leave your job?\"In a way that disregards my medical condition", "description": "I visited Dr. Abeer and went to the emergency room several times because I was having difficulty breathing, but the fatigue and coughing continued despite taking the medications. I went back to Dr. Abeer on February 27, 2023, and informed her of my bad condition and my continuous fatigue. She prescribed medications and antibiotics, and I told her that I needed sick leave for three or four days, but she replied, \"Do you want to leave your job?\"In a way that disregards my medical condition\n\n[Arabic]:\nتم زيارتي للطبيبه عبير وتم الذهاب للطوارى عده مرات حيث انني اعاني من صعوبه بالتنفس ولكن استمر التعب والكحه رغم اخذي للادويه وتم مراجعتي للطبيبه عبير بتاريخ 27 فبراير 2023 وابلاغها بحالتي السيئه وتعبي المستمر حيث تم صرف ادويه ومضاد فابلغتها بانني بحاجه الى اجازه مرضيه ثلاث او اربع ايام ولكن ردت علي قائله(تبين تتركين وظيفتك) بطريقه غير مراعيه لحالتي المرضيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-27T21:00:00Z", "due_at": "2023-03-02T08:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-27T21:00:00Z", "explanation_received_at": "2023-02-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30073932, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-02-28 00:00:00", "closed": null, "received": "2023-02-28 11:11:00", "resolved": "2023-03-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.310997", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0951", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 951 } } }, { "model": "complaints.complaint", "pk": "44f9f8a7-9ae9-40d5-9f91-1fdb1e22f2bb", "fields": { "created_at": "2025-08-25T20:25:00Z", "updated_at": "2026-04-13T19:02:36.961Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطبيب خالد العنزي ", "expected_result": "", "reference_number": "CMP-2025-08-4672", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد والدة الطفله لم يكن اسلوب الطبيب مهني ", "description": "تفيد والدة الطفله لم يكن اسلوب الطبيب مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T20:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T20:25:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4672, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "454fc25f-5e2c-439c-9088-99d8dcdcd990", "fields": { "created_at": "2023-06-29T11:28:00Z", "updated_at": "2026-04-13T18:57:50.797Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1395", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hepatitis vaccine has not been added to the system.\n", "description": "The hepatitis vaccine has not been added to the system.\n\n\n[Arabic]:\nلم يتم اضافة لقاح فايروس الكبد بالنظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-28T21:00:00Z", "due_at": "2023-07-01T11:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-28T21:00:00Z", "explanation_received_at": "2023-06-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 591315320, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2023-06-29 00:00:00", "closed": null, "received": "2023-06-29 14:28:00", "resolved": "2023-06-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.793738", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1395", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1395 } } }, { "model": "complaints.complaint", "pk": "4552f3d8-f03c-4910-a0f9-ce76e8086b4d", "fields": { "created_at": "2022-09-05T16:48:00Z", "updated_at": "2026-04-13T18:56:05.259Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0070", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave request has not been uploaded to the platform.", "description": "The leave request has not been uploaded to the platform.\n\n[Arabic]:\nلم يتم رفع الاجازه على المنصه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-04T21:00:00Z", "due_at": "2022-09-07T16:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-04T21:00:00Z", "explanation_received_at": "2022-09-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201615, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-09-05 00:00:00", "closed": null, "received": "2022-09-05 19:48:00", "resolved": "2022-09-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.257230", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0070", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 70 } } }, { "model": "complaints.complaint", "pk": "45b0b5c2-d555-4108-b8a8-fd2307ba56cd", "fields": { "created_at": "2023-10-11T17:32:00Z", "updated_at": "2026-04-13T18:58:30.269Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1703", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Claiming financial compensation for hospitalization despite having approval from the insurance company", "description": "Claiming financial compensation for hospitalization despite having approval from the insurance company\n\n[Arabic]:\nالمطالبه بمبالغ ماليه على التنويم رغم وجود موافقه من قبل شركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T17:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249154, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Reimbursements issues" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 20:32:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.266927", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1703", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1703 } } }, { "model": "complaints.complaint", "pk": "45ec65cf-b477-4f79-9464-a30865046a5f", "fields": { "created_at": "2024-05-26T13:02:00Z", "updated_at": "2026-04-13T18:59:48.147Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Anwar Ali Jamah", "expected_result": "", "reference_number": "CMP-2024-05-2511", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "3db79c78-9716-4012-a18c-cf63fc77d761", "title": "I attended Dr. Anwar Al-Jamahi's clinic, and he was unresponsive and in a hurry, and I did not benefit from my appointment.\n", "description": "I attended Dr. Anwar Al-Jamahi's clinic, and he was unresponsive and in a hurry, and I did not benefit from my appointment.\n\n\n[Arabic]:\nتم الحضور الى عيادة الدكتور انور الجماحوكان غير متجاوب وعلى عجلة ولم استفيج من موعدي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 13, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-28T21:00:00Z", "due_at": "2024-05-28T13:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-28T21:00:00Z", "explanation_received_at": "2024-05-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255213, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-05-29 00:00:00", "closed": null, "received": "2024-05-26 16:02:00", "resolved": "2024-06-01 00:00:00", "escalated": null, "first_reminder": "2024-05-29 00:00:00" }, "imported_at": "2026-04-13T21:59:48.140542", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2511", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الغدد الصماء", "main": "الطبي" }, "original_complaint_num": 2511 } } }, { "model": "complaints.complaint", "pk": "461bf28f-c246-4553-b690-50299edf1a00", "fields": { "created_at": "2025-12-28T13:14:00Z", "updated_at": "2026-04-13T19:03:25.665Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5536", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The caller reports that she paid for the service and samples were taken, but the results were not clearly displayed. The facility stated that the service was provided but the money was not refunded.", "description": "The caller reports that she paid for the service and samples were taken, but the results were not clearly displayed. The facility stated that the service was provided but the money was not refunded.\n\n[Arabic]:\nتفيد المتصله انها قامت بدفع تكاليف الخدمة وتم سحب عينات ولكن لم تظهر لها النتيجة بشكل واضح والمنشأه افادو انه تم تقديم الخدمة ولم يتم استرجاع المبلغ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-30T13:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-28T13:14:00Z", "explanation_received_at": "2025-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5536, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "463d6c08-fd37-4f74-8321-168cdd0373e2", "fields": { "created_at": "2025-06-21T10:34:00Z", "updated_at": "2026-04-13T19:02:11.871Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " قسم التخدير", "expected_result": "", "reference_number": "CMP-2025-06-4342", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The waiting time at the clinic was recorded at 12 o'clock, and there was only one patient before me. I waited for more than an hour, and we were expecting that I would be able to see the doctor, knowing that there were patients who were admitted to the doctor because they stood in front of the clinic door and were admitted one by one without taking into account the names or the waiting patients. When the Filipino nurse and her supervisor spoke about the number of patients who were before me in ", "description": " The waiting time at the clinic was recorded at 12 o'clock, and there was only one patient before me. I waited for more than an hour, and we were expecting that I would be able to see the doctor, knowing that there were patients who were admitted to the doctor because they stood in front of the clinic door and were admitted one by one without taking into account the names or the waiting patients. When the Filipino nurse and her supervisor spoke about the number of patients who were before me in entering, her approach was not good and did not conform to her duty in arranging the waiting and the process of entering to the doctor. This is a complaint against her poor treatment of me.\n\n[Arabic]:\n تم تسجيل الانتظار في العيادة الساعة ١٢وكان يوجد مريض واحد فقط قبلي انتظرت اكثر من ساعة ونصبدون ان\nتتمكن من الدخول على الطبيب علما بانه يوجد مرضى تم إدخالهم على الطبيب كونهم وقفوا امام باب العيادة وتم\nإدخالهم واحد تلو الاخر دون الأخذ بالاسماء او بالمرضى المنتضرين وعند محادثة الممرضة الفلبينية وسئولها\nبعدد المرضى ممن هم قبلي في الدخول كان اسلوبها غير جيد ولايتوافق مع واجبها في ترتيب الانتظار وعملية\nالدخول على الطبيب وهذي شكوى ضد تعاملها الغير راقي معي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 185, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-23T10:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-21T10:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4342, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "46729d0a-4e6f-4020-b461-c95d3d082e43", "fields": { "created_at": "2023-10-29T12:01:00Z", "updated_at": "2026-04-13T18:58:32.897Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1771", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delaying giving the patient an insulin injection for two and a half hours without any regard for what the delay would cause to the child.", "description": "Delaying giving the patient an insulin injection for two and a half hours without any regard for what the delay would cause to the child.\n\n[Arabic]:\nتاخير اعطاء المريضه ابرة الانسولين لمدة ساعتين ونصف دون اي مبالاة بما يتسبب التاخير على الطفله .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-29T21:00:00Z", "due_at": "2023-10-31T12:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-01T21:00:00Z", "second_reminder_sent_at": "2023-11-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-12-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296734, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2023-10-30 00:00:00", "closed": "2023-12-06 00:00:00", "received": "2023-10-29 15:01:00", "resolved": null, "escalated": null, "first_reminder": "2023-11-02 00:00:00" }, "imported_at": "2026-04-13T21:58:32.892674", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1771", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 1771 } } }, { "model": "complaints.complaint", "pk": "467ea139-64f8-4f2f-a0be-cae30eba7c0f", "fields": { "created_at": "2025-09-02T07:18:00Z", "updated_at": "2026-04-13T19:02:46.208Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4720", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reported that he was brought to the emergency department by the Red Crescent, but he was not informed about the costs of the procedures and was subsequently asked to pay an amount.\"", "description": "\"The patient reported that he was brought to the emergency department by the Red Crescent, but he was not informed about the costs of the procedures and was subsequently asked to pay an amount.\"\n\n[Arabic]:\nيفيد المريض بانه تم دخوله الى الطوارئ عن طريق الهلال الاحمر ولم يتم ابلاغه بتكاليف الاجراءات وتم مطالبته بمبلغ مالي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-04T07:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-02T07:18:00Z", "explanation_received_at": "2025-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4720, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "4680a563-a980-4cf1-88b7-0f015af0396e", "fields": { "created_at": "2025-11-06T08:16:00Z", "updated_at": "2026-04-13T19:03:12.811Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5237", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A restricted medication was requested from the pharmacy but was not available, and I was asked to go to the medical reports department to obtain an external prescription. The staff member provided me with the prescription along with a case record, even though I did not request it. This report is what I will use to go to the pharmacy and obtain the medication. I consider this a violation of privacy for the following reasons:\n\nEasy access to the report.\nThis report will be provided to the external", "description": "A restricted medication was requested from the pharmacy but was not available, and I was asked to go to the medical reports department to obtain an external prescription. The staff member provided me with the prescription along with a case record, even though I did not request it. This report is what I will use to go to the pharmacy and obtain the medication. I consider this a violation of privacy for the following reasons:\n\nEasy access to the report.\nThis report will be provided to the external pharmacy staff, exposing it to individuals who are not involved with the patient.\n\n[Arabic]:\nتم طلب دواء مقيد من الصيدلية ولم يكن متوفر وطلب مني التوجه للتقارير الطبية للحصول على ورقة وصفة خارجية. قامت الموظفة بإعطائي الوصفة مع تقرير للحالة الصحية (Case Record) علما بأني لم أطلبه. هذا التقرير الذي سأقوم من خلاله بالتوجه للصيدلية والحصول على الدواء. أعتبر هذا خرق للخصوصية للأسباب التاليه: 1- سهولة الوصول الى التقرير. 2- هذا التقرير سيتم تزويده لموظف الصيدلية الخارجية واطلاع من ليس له علاقه بالمريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-08T08:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-06T08:16:00Z", "explanation_received_at": "2025-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5237, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "4686e4f7-0eb0-4ebc-89db-c8f4ca06f14c", "fields": { "created_at": "2023-08-05T15:27:00Z", "updated_at": "2026-04-13T18:58:08.296Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1491", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request for approval of the pregnancy and childbirth benefit was submitted on 7/20/2023, noting that the patient has brucellosis and the pregnancy and childbirth allowance has been exhausted.", "description": "A request for approval of the pregnancy and childbirth benefit was submitted on 7/20/2023, noting that the patient has brucellosis and the pregnancy and childbirth allowance has been exhausted.\n\n[Arabic]:\nتم رفع طلب موافقه على منفعة الحمل والولادة بتاريخ 20/7/2023 علما ان المريضه لديها حمى مالطيه وتم استنفاذ مبلغ الحمل والولاده. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-04T21:00:00Z", "due_at": "2023-08-07T15:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-04T21:00:00Z", "explanation_received_at": "2023-08-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30265515, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-08-05 00:00:00", "closed": null, "received": "2023-08-05 18:27:00", "resolved": "2023-08-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.292964", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1491", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1491 } } }, { "model": "complaints.complaint", "pk": "468d8665-c2d3-4570-a30c-b68aed5df47b", "fields": { "created_at": "2022-12-11T17:42:00Z", "updated_at": "2026-04-13T18:56:43.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0666", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated unprofessionally by the employee, who directed me to the approvals department on the ground floor. When I returned to her and explained, she spoke to me in the same manner, raised her voice, and directed me to another employee to serve me.", "description": "I was treated unprofessionally by the employee, who directed me to the approvals department on the ground floor. When I returned to her and explained, she spoke to me in the same manner, raised her voice, and directed me to another employee to serve me.\n\n[Arabic]:\nتم التعامل معي بطريقة غير مهنيه من قبل الموظفه حيث تم توجيهي لقسم الموافقات في الدور الارضي وعند الرجوع لها مره اخرى والتوضيح لها تم التحدث معي بنفس الاسلوب وتم رفع الصوت وتوجيهي لموظف اخر لخدمتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-10T21:00:00Z", "due_at": "2022-12-13T17:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-10T21:00:00Z", "explanation_received_at": "2022-12-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30039008, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-11 00:00:00", "closed": null, "received": "2022-12-11 20:42:00", "resolved": "2022-12-12 00:00:00", "escalated": null, "first_reminder": "2022-12-12 00:00:00" }, "imported_at": "2026-04-13T21:56:43.418839", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0666", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 666 } } }, { "model": "complaints.complaint", "pk": "46b934b2-751c-4002-9262-b68fcd3c3012", "fields": { "created_at": "2023-11-16T10:25:00Z", "updated_at": "2026-04-13T18:58:43.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MAJED ALTHUBAITI ", "expected_result": "", "reference_number": "CMP-2023-11-1859", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit the application to the insurance company.", "description": "Failure to submit the application to the insurance company.\n\n[Arabic]:\nعدم رفع الطلب لشركة التامين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-18T10:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30271390, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-16 13:25:00", "resolved": "2023-11-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.970412", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1859", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1859 } } }, { "model": "complaints.complaint", "pk": "46d0b2b1-149b-460f-9e98-1310ecc9b656", "fields": { "created_at": "2023-11-05T18:11:00Z", "updated_at": "2026-04-13T18:58:41.672Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1803", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I filed a complaint against employee Rana in the approvals department on the sixth floor regarding her refusal to submit the approval request to the insurance company because it would be rejected by them, and her unprofessional manner in responding to me and the doctor himself, and her failure to clarify information regarding how to obtain the medication. I spent two hours between the doctor's office and the employee, which was a waste of time. I have mentioned additional details in the attachme", "description": "I filed a complaint against employee Rana in the approvals department on the sixth floor regarding her refusal to submit the approval request to the insurance company because it would be rejected by them, and her unprofessional manner in responding to me and the doctor himself, and her failure to clarify information regarding how to obtain the medication. I spent two hours between the doctor's office and the employee, which was a waste of time. I have mentioned additional details in the attachment. What is the result you are looking for? Submitting approval requests to the insurance company for rejection or acceptance and clarifying how to obtain the medication in case of insurance rejection, noting that there is also a statement from the doctor regarding the employee's manner with him, which has been attached.\n\n[Arabic]:\nرفع شكوى على الموظفة رنا في قسم الموافقات بالدور السادس بخصوص رفضها تقديم طلب الموافقة لشركة التأمين بسبب أنه سيتم رفضه من قبلهم و أسلوب عدم المهنية في الرد علي و على الطبيب نفسه و عدم توضيح المعلومات الخاصة بطريقة الحصول على الدواء، قضيت ساعتين ما بين مكتب الطبيب و الموظفة و تضييع للوقت، قد ذكرت تفاصيل إضافية في المرفق ماهي النتيجة التي تبحث عنها رفع طلبات الموافقات لشركة التأمين للرفض او القبول و توضيح طريقة الحصول على الأدوية في حال رفض التأمين علما انه يوجد ايضا افاددة من قبل الطبيب فيما يخص اسلوب الموظفه معه تم ارفاق الافادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-07T18:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30057132, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-05 21:11:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.665639", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1803", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1803 } } }, { "model": "complaints.complaint", "pk": "46e49f67-7eb5-43a4-9937-0b96ca0b9de0", "fields": { "created_at": "2025-04-13T12:22:00Z", "updated_at": "2026-04-13T19:01:47.106Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب ", "expected_result": "", "reference_number": "CMP-2025-04-4001", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "اجراءات دخول الطوارئ ", "description": "اجراءات دخول الطوارئ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T12:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T12:22:00Z", "explanation_received_at": "2025-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4001, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "47180999-5cd5-4c5b-9bd3-7628a47d5679", "fields": { "created_at": "2024-11-04T08:10:00Z", "updated_at": "2026-04-13T19:00:48.601Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SALEH ALABDAN", "expected_result": "", "reference_number": "CMP-2024-11-3116", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the clinic manager, Saleh Al-Abdan, and requested an old report dated 2014 concerning wheat allergy. I was refused after being informed that the data was already in the system of the Al-Ulya branch, and I was forced to open a new consultation and undergo new tests and procedures to obtain the aforementioned report.", "description": "I went to the clinic manager, Saleh Al-Abdan, and requested an old report dated 2014 concerning wheat allergy. I was refused after being informed that the data was already in the system of the Al-Ulya branch, and I was forced to open a new consultation and undergo new tests and procedures to obtain the aforementioned report.\n\n[Arabic]:\nتم الحضور لمدير العيادات صالح العبدان وطلب تقرير قديم تاريخ 2014 يخص حساسية القمح تم رفض اعطائي بعد ابلاغي بوجود البيانات لدى نظام فرع العليا واجباري عل فتح كشفيه جديده وعمل تحاليل واجراءات جديده للحصول على التقرير المذكور ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-03T21:00:00Z", "due_at": "2024-11-06T08:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-04T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-03T21:00:00Z", "explanation_received_at": "2024-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1139528416, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-11-04 00:00:00", "closed": null, "received": "2024-11-04 11:10:00", "resolved": "2024-11-05 00:00:00", "escalated": null, "first_reminder": "2024-11-05 00:00:00" }, "imported_at": "2026-04-13T22:00:48.596731", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3116", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3116 } } }, { "model": "complaints.complaint", "pk": "4731e8d9-9464-4adf-8df5-63dc5b1d3450", "fields": { "created_at": "2023-08-06T16:43:00Z", "updated_at": "2026-04-13T18:58:08.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1493", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient and their companion were given a delayed meal, and none of our requests were answered for four hours. The patient is a child under three years old. Water didn't arrive until two hours later, and they were completely unresponsive.", "description": "The patient and their companion were given a delayed meal, and none of our requests were answered for four hours. The patient is a child under three years old. Water didn't arrive until two hours later, and they were completely unresponsive.\n\n[Arabic]:\nتاخير الوجبه على المريض وعلى المرافق وعدم الاستجابه لاي طلب من قبلنا لمدة اربع ساعات والمريض طفل لم يتجاوز ٣ سنين. وايضا الماء لم ياتي الا بعد ساعتين ولم يكونو متجاوبين ابدا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-07T21:00:00Z", "due_at": "2023-08-08T16:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-08T21:00:00Z", "second_reminder_sent_at": "2023-08-11T21:00:00Z", "escalated_at": "2023-08-14T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20322703, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2023-08-08 00:00:00", "closed": "2023-09-03 00:00:00", "received": "2023-08-06 19:43:00", "resolved": null, "escalated": "2023-08-15 00:00:00", "first_reminder": "2023-08-09 00:00:00" }, "imported_at": "2026-04-13T21:58:08.376049", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1493", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 1493 } } }, { "model": "complaints.complaint", "pk": "47357458-5731-417d-a45c-3d94194184b1", "fields": { "created_at": "2025-12-17T09:11:00Z", "updated_at": "2026-04-13T19:03:24.811Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SAMEH SAEED ABDELFATTAH", "expected_result": "", "reference_number": "CMP-2025-12-5486", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife and I went to Dr. Sameh's clinic for two separate follow-up appointments after undergoing tests, an ECG, and an EKG following the first consultation. We were ten minutes late for our appointments, paid the consultation fee for each of us, and went to the clinic. Dr. Sameh said to me in a very rude manner, \"This delay is unacceptable.\" I ignored his tone and sat down. He started looking at the ECG paper I gave him and told me my results were clear. He told my wife I had a problem (I don't", "description": "My wife and I went to Dr. Sameh's clinic for two separate follow-up appointments after undergoing tests, an ECG, and an EKG following the first consultation. We were ten minutes late for our appointments, paid the consultation fee for each of us, and went to the clinic. Dr. Sameh said to me in a very rude manner, \"This delay is unacceptable.\" I ignored his tone and sat down. He started looking at the ECG paper I gave him and told me my results were clear. He told my wife I had a problem (I don't remember what it was) without explaining anything. It was clear he wasn't paying attention to us and was only interested in leaving. My wife told him, \"You prescribed a lab test for me.\" He asked her, \"What test?\" She told him, \"You also asked me to measure my blood pressure daily and record it.\" She said, \"Yes, I was measuring it and taking a picture of the result daily.\" He said to her, \"Didn't I tell you to write it down on a piece of paper? Why are you taking a picture of it?\" In a very rude manner, he spoke to me at one point and to my wife at another. Then he told us he couldn't see both of us, only one of us, even though we had both paid the consultation fees. I told him my wife should come first because her blood pressure is high daily. He replied, \"No, I started with your file, Muhammad,\" and kept repeating, \"This isn't right,\" and \"Everyone else has left,\" in the same rude way. At that point, I told my wife we ​​had to leave the clinic and informed him that his behavior was unacceptable and that he should respect his patients. I went to reception and asked for a refund for both fees and for directions to the hospital administration to file a complaint against him. My wife's consultation fee was refunded, but as for mine, they told me it couldn't be refunded because the doctor had already opened the file on the system. I am submitting this complaint because this behavior is unacceptable, and I will file a complaint against him with the Ministry of Health. We both came to the clinic with high blood pressure at that moment, hoping to receive treatment, only to find ourselves... Dr. Sameh treated us with utter disregard. I assure you that if he had politely and respectfully told me from the beginning that it was late and he couldn't see us, I would have accepted the situation and gone to see another doctor or even the emergency room. I would also like to inform you that during our first visit, we also had some reservations about his behavior towards us. Therefore, I request a refund of the consultation fee, noting that we didn't even last five minutes in the clinic and didn't find what we came for. We were met with disrespect.\n\n[Arabic]:\nضرنا الي عيادة الدكتور سامح أنا و زوجتي بموعدين منفصلين للمراجعه بعد اجراء الفحوصات و رسم القلب و التخطيط بعد المقابله الاولى ، تأخرنا عن موعدنا عشره دقائق و سددنا مبلغ المقابله لكل مِنا و ذهبنا الي العياده ، فإذا بالدكتور سامح يقول لي ( ما ينفعش كده التأخير ده ) بأسلوب فظ جدا ، تغاضيت عن أسلوبه و جلست وابتدأ بالنظرالى ورق تخطيط القلب الذي أعطيته إياه و قال لي نتيجتك نضيفه و قال لزوجتي انتي عندك مشكله (أنا لا اذكر اسمها ) دون إيضاح اي شي ، كان من الواضح عدم تركيزه معنا و اهتمامه بالذهاب فقط ، زوجتي تقوله انت كنت كتبت لي فحص بالمعمل ، فيقول لها اي فحص ؟ و تقول له انك طلبت مني ايضاً ان أقيس ضغط الدم يوميا و اسجله ، و قالت له فعلا أنا كنت أقيسه و اصور النتيجه بصوره يوميه .، فقال لها ( مش أنا طلبت منك تكتبيها في ورقه بتصوريها ليه ) ؟ بأسلوب فظ جدا ، ايضاً يتحدث معي تارة و مع زوجتي تارة اخرى ، ثم قال لنا انه لن يستطيع المتابعه لنا الاثنين ، واحد منا فقط ، علماً اننا سددنا رسوم المقابله لنا الاثنين ، فقلت له زوجتي هي الاولى لان ضغط دمها عالي بصوره يوميه، قال لي لا أنا ابتديت بملفك انت محمد ، و يكرر (أصلا ما ينفعش كده) و (الناس كلها مشيت )، بنفس الأسلوب الفظ ، عندها قلت لزوجتي يجب ان نخرج من هذه العياده و أبلغته بان أسلوبه غير مقبول و يجب ان يحترم مرضاه ، ذهبت الى الاسقبال و طلبت استرجاع المبلغين و طلبت إرشادي الي ادارة المستشفي لاتقدم بشكوى ضده ، تم استرجاع مبلغ كشف زوجتي ، و بالنسبه لمبلغ كشفي قالوا لي لا يمكن استرجاعه لان الدكتور فتح الملف علي النظام ، أتقدم اليكم بهذه الشكوى لان هذا سلوك غير مقبول و سوف أتقدم بشكوى ضده بوزارة الصحه ، لأننا الاثنين اتينا الي العياده بضغط دم مرتفع في هذه اللحظه ، آملين ان يتم علاجنا ، فإذا بنا نجد الطبيب سامح يتعامل معنا بأقصي درجات التجاهل ، اوكد لكم انه لو قال لي منذ البدايه الوقت تاخر و انه لن يستطيع مقابلتنا ، بكل ادب و احترام ، كنت سأتقبل الوضع و اذهب لمقابلة طبيب آخر و اذهب الى الطوارى ، \nاود إفادتكم ايضاً بان زيارتنا الاولى ايضاً كان لنا بعض الملاحظات علي أسلوبه معنا ، لذلك اطلب من سيادتكم استرجاع مبلغ الكشفية ، علما بأننا لم نكمل الخمس دقائق داخل العياده و لم نجد ما اتينا من اجله ، وجدنا عدم احترام .", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-19T09:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-17T09:11:00Z", "explanation_received_at": "2025-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5486, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "481f3ea2-2673-4b2d-982e-6c65611ec3ee", "fields": { "created_at": "2023-01-02T06:54:00Z", "updated_at": "2026-04-13T18:56:54.384Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0745", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse was present to remove the cannula, but the patient had requested an extension, so it was removed, but the insurance company refused. The nurse was asked to leave and was not allowed to wait for the cannula to be removed.", "description": "The nurse was present to remove the cannula, but the patient had requested an extension, so it was removed, but the insurance company refused. The nurse was asked to leave and was not allowed to wait for the cannula to be removed.\n\n[Arabic]:\nتم حضور الممرضه ليتم إزالة الكانيولا ولكن تم عمل تمديد تنويم من قبل المريضه لذلك لم يتم ازالتها وعند الرفض من قبل شركة التأمين تم طلب الخروج الممرضه ولم يتم الانتظار لحين إزالة الكانيولا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-01T21:00:00Z", "due_at": "2023-01-04T06:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-01T21:00:00Z", "explanation_received_at": "2023-01-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1259164, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-01-02 00:00:00", "closed": null, "received": "2023-01-02 09:54:00", "resolved": "2023-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.379958", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0745", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 745 } } }, { "model": "complaints.complaint", "pk": "482b17d0-af52-483b-96b9-ef2659b693a4", "fields": { "created_at": "2023-06-11T11:13:00Z", "updated_at": "2026-04-13T18:57:49.356Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Sahar Abdelfattah Dorgham", "expected_result": "", "reference_number": "CMP-2023-06-1341", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife had an appointment with the doctor on May 27, 2023, for the insertion of an IUD. The doctor was unprofessional in her behavior, repeatedly telling my wife, \"You are cowardly; go take medication,\" even though this was unrelated to the situation, which made my wife more anxious. During the second appointment on June 11, 2023, for the IUD insertion, the same behavior was repeated, with the doctor directing the same comments to my wife multiple times, asking, \"Why are you so anxious? Why are", "description": "My wife had an appointment with the doctor on May 27, 2023, for the insertion of an IUD. The doctor was unprofessional in her behavior, repeatedly telling my wife, \"You are cowardly; go take medication,\" even though this was unrelated to the situation, which made my wife more anxious. During the second appointment on June 11, 2023, for the IUD insertion, the same behavior was repeated, with the doctor directing the same comments to my wife multiple times, asking, \"Why are you so anxious? Why are you cowardly?\" Although my wife was asking questions to reassure herself about her condition, the doctor kept repeating those phrases throughout the visit, all in my presence.\n\nI spoke with the doctor, stating that the patient has the right to ask questions and take her time during the visit, and that the doctor should be understanding of her fears and help calm her down rather than the opposite, as we experienced. This led my wife to refuse to continue with any further visits with the same doctor.\n\n[Arabic]:\nكان لدى زوجتي موعد مع الدكتووة بتاريخ ٢٠٢٣/٥/٢٧ لتركيب لولب وكانت الدكتورة غير مهنيه بتعاملها حيث كانت تكرر على المريضه (انتي خوافه روحي خذي حبوب ودواء مع انه امر ليس لها علاقه فيه مما جعل المريضه تتوتر اكثر وعند الحضور للموعد الثاني بتاريخ ٢٠٢٣/٦/١١ لتركيب اللولب تم تكرار نفس التصرف من قبل الطبيبه وكانت توجه نفس العبارات للمريضه لعدة مرات ( انتي ليش متوتره انتي ليش خوافه ) مع ان المريضه كانت توجه الاستفسارات للاطمئنان عن حالتها الا ان الدكتوره تردد نفس العبارات طوال وقت الزياره علما كل ماحدث كان بحضوري . وقمت بالتحدث مع الطبيبه ان المريضه يحق لها ان توجه الاستفسارات والاسئلة وتاخذ وقتها في الزياره والمفترض ان يكون الطبيب متفهم للخوف ويقوم بالتهدئة وليس العكس كما حدث معنا مما ادى الى رفض المريضه اكمال باقي الزيارات مع نفس الطبيبه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-13T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": "2023-07-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30140416, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": null, "received": "2023-06-11 14:13:00", "resolved": "2023-07-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.348330", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1341", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1341 } } }, { "model": "complaints.complaint", "pk": "484a8666-a690-4846-b3b5-d4a35c32fd7b", "fields": { "created_at": "2025-05-07T13:40:00Z", "updated_at": "2026-04-13T19:01:58.158Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التنويم", "expected_result": "", "reference_number": "CMP-2025-05-4134", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was hospitalized for five days, and on the sixth day, the doctor requested an extension for one additional day without informing the patient that this day would be billed separately or that the insurance company might refuse to cover it. After the hospitalization period ended, it became clear that the sixth day was not covered by insurance, and the patient was asked to pay its cost without having been previously informed of the pricing details or the possibility of denial. This preve", "description": "The patient was hospitalized for five days, and on the sixth day, the doctor requested an extension for one additional day without informing the patient that this day would be billed separately or that the insurance company might refuse to cover it. After the hospitalization period ended, it became clear that the sixth day was not covered by insurance, and the patient was asked to pay its cost without having been previously informed of the pricing details or the possibility of denial. This prevented the patient from making an informed decision about whether to accept or decline the extension.\n\n[Arabic]:\nتم تنويم المريض لمدة خمسة أيام، وفي اليوم السادس طلب الطبيب تمديد التنويم ليوم إضافي، دون إبلاغ المريض بأن هذا اليوم سيتم احتسابه بشكل منفصل، ودون توضيح أن شركة التأمين قد ترفض تغطيته. وبعد انتهاء فترة التنويم، تبيّن أن اليوم السادس لم تتم تغطيته من قبل التأمين، وطُلب من المريض دفع تكاليفه، دون أن يكون قد أُبلغ مسبقًا بتفاصيل الأسعار أو احتمالية الرفض، مما حال دون تمكينه من اتخاذ قرار مستنير بشأن قبول التمديد أو رفضه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-09T13:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-07T13:40:00Z", "explanation_received_at": "2025-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4134, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "4855668d-04cb-4eb0-a6ac-708f47ca28d4", "fields": { "created_at": "2025-10-18T10:19:00Z", "updated_at": "2026-04-13T19:03:02.041Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2025-10-5099", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife and I went to the hospital, where we were examined by Dr. Marwa. She was suffering from abdominal pain, a blue bruise near the site of the cesarean section, and breast pain. My wife explained to the doctor that we had visited the hospital the day before and had undergone a uterine and abdominal ultrasound.\n\nAfter the examination, Dr. Marwa requested a new breast ultrasound, confirming that it was different from the one performed the previous day. Accordingly, we headed to the designated ", "description": "My wife and I went to the hospital, where we were examined by Dr. Marwa. She was suffering from abdominal pain, a blue bruise near the site of the cesarean section, and breast pain. My wife explained to the doctor that we had visited the hospital the day before and had undergone a uterine and abdominal ultrasound.\n\nAfter the examination, Dr. Marwa requested a new breast ultrasound, confirming that it was different from the one performed the previous day. Accordingly, we headed to the designated ultrasound clinic and waited our turn.\n\nWhen it was my wife's turn to enter, Dr. Dalia informed her that her office was over and that the requested ultrasound was not for the breast, but rather the same uterine and abdominal ultrasound performed the day before. My wife tried to clarify the situation and asked to wait a few minutes so she could contact Dr. Marwa to modify the request, but Dr. Dalia refused, insisting that the work had been completed.\n\nMy wife returned to Dr. Marwa, who acknowledged a typo in the order and advised that her time had run out. She would only prescribe a general antibiotic to treat the symptoms, along with advice on using a breast pump to relieve breast pain.\n\nThus, our visit concluded after a wait of approximately three hours at the hospital, an hour in traffic on the way there, and another hour on the way back. In the end, my wife did not receive a clear diagnosis or conclusive answer to her medical condition, and she was prescribed a general antibiotic.\n\nI wonder about the point of this visit, and all the time and effort that went to no avail. Where is the accurate diagnosis? Is it conceivable that a medical journey would end this way, despite everything we've been through?\n\n[Arabic]:\nحضرتُ برفقة زوجتي إلى المستشفى، حيث دخلت للكشف لدى الطبيبة الدكتورة مروى، وكانت تعاني من آلام في البطن وكدمة زرقاء اللون قريبة من مكان العملية القيصرية، بالإضافة إلى آلام في الثدي. وقد أوضحت زوجتي للطبيبة أننا قمنا بمراجعة المستشفى في اليوم السابق، وتم إجراء سونار للرحم والبطن.\n\nبعد المعاينة، طلبت الدكتورة مروى إجراء سونار جديد خاص بالثدي، وأكدت أنه مختلف عن السونار الذي تم إجراؤه في اليوم السابق. بناءً على ذلك، توجهنا إلى العيادة المخصصة لإجراء السونار، وانتظرنا دورنا.\n\nوعندما حان دور زوجتي للدخول، تم إبلاغها من قبل الدكتورة داليا بأن وقت العمل قد انتهى، وأن السونار المطلوب ليس للثدي، بل هو نفس سونار الرحم والبطن الذي أُجري بالأمس. حاولت زوجتي توضيح الموقف وطلبت الانتظار لبضع دقائق للتواصل مع الدكتورة مروى لتعديل الطلب، إلا أن الدكتورة داليا رفضت ذلك وأصرت على أن العمل قد انتهى.\n\nعادت زوجتي إلى الدكتورة مروى، والتي أقرت بوجود خطأ في كتابة الطلب، وأفادت بأن الوقت قد انتهى كذلك، وستكتفي بوصف مضاد حيوي عام لمعالجة الأعراض، مع نصيحة باستخدام جهاز شفط الحليب لتخفيف آلام الثدي.\n\nوهكذا انتهت مراجعتنا بعد انتظار دام حوالي 3 ساعات داخل المستشفى، إضافة إلى ساعة في زحمة الطريق أثناء الذهاب، وساعة أخرى في طريق العودة. وفي النهاية، لم تحصل زوجتي على تشخيص واضح أو إجابة شافية حول حالتها الصحية، وتم الاكتفاء بمضاد حيوي عام.\n\nأتساءل عن جدوى هذه الزيارة، وعن كل الوقت والجهد الذي بُذل دون نتيجة، وأين هو التشخيص الدقيق؟ هل يُعقل أن تنتهي رحلة علاجية بهذا الشكل، رغم كل ما مررنا به؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-20T10:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-18T10:19:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5099, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "4872c505-01b6-4ccc-8773-492e1ddcc05a", "fields": { "created_at": "2023-02-02T16:21:00Z", "updated_at": "2026-04-13T18:57:05.498Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0856", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the hospital around 10:06 AM before my appointment, which was on 15:06 AM. Now it's 18:07 AM and I still haven't been seen. Several patients have been seen and seen more than once. The nurse told me once that they were waiting and another time that they were removing casts. I also booked an appointment at the same clinic about two weeks ago, and they canceled my appointment last Saturday. I had to book again today, and I'm still waiting. It's 20:07 AM now.\n", "description": "I arrived at the hospital around 10:06 AM before my appointment, which was on 15:06 AM. Now it's 18:07 AM and I still haven't been seen. Several patients have been seen and seen more than once. The nurse told me once that they were waiting and another time that they were removing casts. I also booked an appointment at the same clinic about two weeks ago, and they canceled my appointment last Saturday. I had to book again today, and I'm still waiting. It's 20:07 AM now.\n\n\n[Arabic]:\nوصلت المستشفي قبل موعدي حوالي ١٠.٦ وموعدي ١٥.٦ والان ١٨.٧ ومازلت لم ادخل ودخل عدة مرضى وخرجوا أكثر\nمن مرة نفس والممرضة ابلغني مرة إنهم انتظار ومرة إنهم يفكون الجبس وايضا حجزت عند نفس العيادة منذ حوالي\nأسبوعين والغوا معادي يوم السبت الماضي واضطررت للحجز اليوم ومازلت بالانظار الساعة إلا الان ٢٠.٧", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-01T21:00:00Z", "due_at": "2023-02-04T16:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-01T21:00:00Z", "explanation_received_at": "2023-02-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1149493, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.7.Non-compliance with visiting hours policy" }, "timeline": { "sent": "2023-02-02 00:00:00", "closed": null, "received": "2023-02-02 19:21:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.487480", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0856", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 856 } } }, { "model": "complaints.complaint", "pk": "487a33ae-9199-448f-ac36-e320f6a7ac37", "fields": { "created_at": "2023-03-18T16:08:00Z", "updated_at": "2026-04-13T18:57:17.783Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2023-03-1021", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "My wife was admitted for childbirth with Dr. Daad at 12:00 PM on Tuesday, March 14, 2023. After finishing with the emergency department, we went to the inpatient department under the care of Dr. Daad. The uterus was about 5 cm according to Dr. Israa, who was on duty in the maternity inpatient department. We waited until 2:00 PM and Dr. Daad did not come. The pain began to increase, and the uterus reached more than 8 cm according to Dr. Israa. Dr. Daad still did not come. I then went to Dr. Israa", "description": "My wife was admitted for childbirth with Dr. Daad at 12:00 PM on Tuesday, March 14, 2023. After finishing with the emergency department, we went to the inpatient department under the care of Dr. Daad. The uterus was about 5 cm according to Dr. Israa, who was on duty in the maternity inpatient department. We waited until 2:00 PM and Dr. Daad did not come. The pain began to increase, and the uterus reached more than 8 cm according to Dr. Israa. Dr. Daad still did not come. I then went to Dr. Israa to help or call for the obstetrician, as the nurses informed me that Dr. Daad had apologized and would not come. This led to my wife giving birth without any doctor present. In addition, Dr. Daad did not come to check on my wife's condition the following day and did not come until a few hours before the patient was discharged.\n\n\n[Arabic]:\nتم حضور زوجتي للولادة مع دكتورة دعد ، الساعة 12:00 م من يوم الثلاثاء 14/3/2023 بعد الانتهاء من قسم الطوارئ توجهنا لقسم التنويم تحت رعاية الدكتورة دعد وكان الرحم حوالي 5 سم حسب كلام دكتورة اسراء المناوبة في قسم تنويم الولادة ، انتظرنا حتى الساعة 2:00 م ولم تأتي الدكتورة دعد وبدأ الالم يزداد وصل الرحم الى اكثر من 8 سم حسب كلام دكتورة اسراء ولم يتم حضور الطبيبة دعد ثم ذهبت إلى الدكتورة اسراء للمساعدة او استدعاء طبيبة الولادة حيث ابلغني التمريض ان الدكتورة دعد اعتذرت ولن تأتي مما ادى ذلك الى ولادة زوجتي بدون تواجد اي طبيبة ، بالاضافة الى لم يتم حضور الطبيبة دعد للاطمئنان على حالة زوجتي في اليوم التالي ولم يتم حضورها الى قبل خروج المريضه بساعات قليله . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-17T21:00:00Z", "due_at": "2023-03-20T16:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-17T21:00:00Z", "explanation_received_at": "2023-03-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30122465, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2023-03-18 00:00:00", "closed": null, "received": "2023-03-18 19:08:00", "resolved": "2023-04-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.775658", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1021", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1021 } } }, { "model": "complaints.complaint", "pk": "48b02b46-79df-47e3-9bed-a1383bc812bd", "fields": { "created_at": "2024-07-24T12:42:00Z", "updated_at": "2026-04-13T19:00:07.459Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2733", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"I claim that I have problems with the patient, knowing that the problem is with her daughter Iman, as the patient became agitated and her behavior changed negatively since Iman's visit.\"", "description": "\"I claim that I have problems with the patient, knowing that the problem is with her daughter Iman, as the patient became agitated and her behavior changed negatively since Iman's visit.\"\n\n[Arabic]:\nادعي بأنني علي مشاكل مع المريضه علما بان الإشكاليه مع ابنتها ايمان حيث ان المريضه تهيجت وتغير سلوكها\nسلبيا منذ زياره ايمان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-24T21:00:00Z", "due_at": "2024-07-26T12:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-26T21:00:00Z", "second_reminder_sent_at": "2024-07-27T21:00:00Z", "escalated_at": "2024-08-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-07-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299421, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-07-25 00:00:00", "closed": null, "received": "2024-07-24 15:42:00", "resolved": null, "escalated": "2024-08-07 00:00:00", "first_reminder": "2024-07-27 00:00:00" }, "imported_at": "2026-04-13T22:00:07.447004", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2733", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2733 } } }, { "model": "complaints.complaint", "pk": "48c77ff8-b5ed-49d8-ab13-8d048dfbae1e", "fields": { "created_at": "2022-12-03T13:38:00Z", "updated_at": "2026-04-13T18:56:34.252Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0518", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son has a sensitive and allergic skin and the nurse must keep the room clean, but the nurse in the evening shift does not change the gloves as she wears the same gloves all the time. also does not clean and change the bedspread, leaving dirt and blood on the bed.", "description": "My son has a sensitive and allergic skin and the nurse must keep the room clean, but the nurse in the evening shift does not change the gloves as she wears the same gloves all the time. also does not clean and change the bedspread, leaving dirt and blood on the bed.\n\n[Arabic]:\nابني يعاني من حساسية جلدية، ويجب على الممرضة الحفاظ على نظافة الغرفة، لكن الممرضة في النوبة المسائية لا تُغيّر قفازاتها لأنها ترتدي نفس القفازات طوال الوقت. كما أنها لا تُنظّف غطاء السرير ولا تُغيّره، مما يترك الأوساخ والدم على السرير.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 2, "subsection": 157, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-16T21:00:00Z", "due_at": "2022-12-05T13:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-29T21:00:00Z", "second_reminder_sent_at": "2022-11-29T21:00:00Z", "escalated_at": "2022-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-16T21:00:00Z", "explanation_received_at": "2022-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231829, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2022-11-17 00:00:00", "closed": null, "received": "2022-12-03 16:38:00", "resolved": "2022-12-04 00:00:00", "escalated": "2022-12-03 00:00:00", "first_reminder": "2022-11-30 00:00:00" }, "imported_at": "2026-04-13T21:56:34.243938", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0518", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة - أطفال", "main": "التمريض" }, "original_complaint_num": 518 } } }, { "model": "complaints.complaint", "pk": "48e5f453-117e-46ba-9916-b1e7821c8a3a", "fields": { "created_at": "2023-03-18T23:14:00Z", "updated_at": "2026-04-13T18:57:18.110Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ESRAA AHMED RAMADAN MOHAMED", "expected_result": "", "reference_number": "CMP-2023-03-1028", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "1d8c9751-188f-4480-a0d2-64a949374dde", "title": "On March 18, 2023, I went to Dr. Israa's clinic. We waited for approximately 40 minutes, and I was upset by the delay. I asked the doctor about it, and she replied that delays were normal and that she was used to them in other places. It should be noted that I wasn't the only one experiencing delays; everyone before me was late for their appointments because the delays were cumulative and there was no consideration given to any of the patients.\n", "description": "On March 18, 2023, I went to Dr. Israa's clinic. We waited for approximately 40 minutes, and I was upset by the delay. I asked the doctor about it, and she replied that delays were normal and that she was used to them in other places. It should be noted that I wasn't the only one experiencing delays; everyone before me was late for their appointments because the delays were cumulative and there was no consideration given to any of the patients.\n\n\n[Arabic]:\nتم الحضور بتاريخ 18 مارس 2023م الى عيادة الطبيبة اسراء حيث تم انتظارنا ما يقارب 40 دقيقه وتم استيائي من التاخير وتم سوال الطبيبة عن التاخير و أجابت بأن التأخير أمر طبيعي وهي معتادة عليه في أماكن أخرى علماً أن التأخير لم يكن لي فقط ، حيث جميع من قبلي تأخروا\nعن مواعيدهم لأن التأخير تراكمي دون أي مراعاة لأي مراجع. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-20T21:00:00Z", "due_at": "2023-03-20T23:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-20T21:00:00Z", "explanation_received_at": "2023-03-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30259102, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-21 00:00:00", "closed": null, "received": "2023-03-19 02:14:00", "resolved": "2023-03-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.101784", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1028", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 1028 } } }, { "model": "complaints.complaint", "pk": "48eb6109-81d0-43f7-a92d-50316af0e2b6", "fields": { "created_at": "2023-11-19T15:32:00Z", "updated_at": "2026-04-13T18:58:44.293Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1843", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to collect my medication, but my number didn't appear on the screens. It took over half an hour for number 609 to appear. Then number 646 appeared. I contacted the pharmacist distributing the medications and told him I hadn't received my prescription. He then directed me to pharmacist Khaled, and that's where the poor treatment began. He told me to wait while he prepared the prescription. I waited while he took other prescriptions—one for one person and three for another—claiming the pati", "description": "I went to collect my medication, but my number didn't appear on the screens. It took over half an hour for number 609 to appear. Then number 646 appeared. I contacted the pharmacist distributing the medications and told him I hadn't received my prescription. He then directed me to pharmacist Khaled, and that's where the poor treatment began. He told me to wait while he prepared the prescription. I waited while he took other prescriptions—one for one person and three for another—claiming the patient was elderly. Afterwards, I spoke to him, showing him my number slip. He angrily took it from me and threw it on the ground. He also asked me my shoe size, even though it was my forearm that was injured. I went to Dr. Ahmed Raslan, the supervisor, but he didn't contact me at all, despite explaining the entire situation to him.\n\n[Arabic]:\nحضرت لصرف العلاج ولم يأتي رقمي في الشاشات ٦٠٩ اكثر من نصف ساعه وصل الرقم ٦٤٦ تواصلت مع الصيدلاني الذي يوزع الادوية وقلت له لم يتم صرف لي وبعدها وجهني للصيدلاني خالد وهنا بدأت سؤ التعامل حيث انه قال لي انتظر اجهز الوصفة انتظرت وهو ياخذ وصفات اخرى شخص بوصفه ومريض اخر بثلاث وصفات وعذره انه رجل كبير في السن وبعدها كلمته ومعي تذكرة الرقم اخذها مني وهو غضبان ورماها على الارض وكذلك\nسئلني كم مقاس رجلي بينما ساعدي هو المتضرر وذهبت للدكتور احمد رسلان مشرف ولم يتم اي اتصال مع العلم تم شرح له كامل الموقف", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-18T21:00:00Z", "due_at": "2023-11-21T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-11-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 671821, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-11-19 00:00:00", "closed": "2023-11-30 00:00:00", "received": "2023-11-19 18:32:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.286112", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1843", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1843 } } }, { "model": "complaints.complaint", "pk": "492b4d78-a2a2-4883-9d31-9c3b50cd4972", "fields": { "created_at": "2023-05-09T17:42:00Z", "updated_at": "2026-04-13T18:57:39.253Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marwa Zaki", "expected_result": "", "reference_number": "CMP-2023-05-1227", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "On October 29, 2022, I arrived for delivery and was placed in an isolation room due to overcrowding in the delivery rooms. When I was delivered by Dr. Marwa Zaki, she did not stitch me up right away and left for 20 minutes to pray. After twenty minutes, she returned to stitch me up. When I asked her before leaving the hospital for an antibiotic, she refused to give it to me and told me to use a topical treatment instead. However, I became very ill, and the wound did not heal. I visited several d", "description": "On October 29, 2022, I arrived for delivery and was placed in an isolation room due to overcrowding in the delivery rooms. When I was delivered by Dr. Marwa Zaki, she did not stitch me up right away and left for 20 minutes to pray. After twenty minutes, she returned to stitch me up. When I asked her before leaving the hospital for an antibiotic, she refused to give it to me and told me to use a topical treatment instead. However, I became very ill, and the wound did not heal. I visited several doctors outside the hospital who informed me that I had contracted a bacterial infection from the delivery room because the doctor had left me exposed without stitches for 20 minutes, which caused the wound to become inflamed and not heal properly, along with pus under the wound. I was given multiple antibiotics to treat the infection, which led to severe fatigue and suffering.\n\n[Arabic]:\nبتاريخ 29 اكتوبر 2022م تم حضوري للولادة وتم وضعي في غرفة العزل وذلك لوجود ازدحام في غرف الولاده وعند توليدي من قبل الطبيبه مروى زكي لم تتم خياطتي على الفور انتظرت 20 دقيقه لذهابها للصلاه وبعد عشرين دقيقه عادت لخياطتي وعند سؤالها قبل الخروج من المستشفى وطلب مضاد حيوي رفضت اعطائي وابلغتني باستخدام المرًه ولكن مرضت كثيرا والجرح لم يلتئم وذهبت لدى اكثر من طبيبه خارج المسشفى اخبروني انني اصبت ببكتيريا من غرفة الولاده بسبب ان الدكتوره تركتني مكشوفه بدون خياط ٢٠ دقيقه واصبح الجرح ملتهب ولم يلتأم مع وجود صديد تحت الجرح وتم اخذ اكثر من مضاد لمعالجه الالتهاب مما ادى ذلك الى تعبي الشديد ومعاناتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-10T21:00:00Z", "due_at": "2023-05-11T17:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-12T21:00:00Z", "second_reminder_sent_at": "2023-05-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-10T21:00:00Z", "explanation_received_at": "2023-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-06-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20210939, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-05-11 00:00:00", "closed": "2023-06-07 00:00:00", "received": "2023-05-09 20:42:00", "resolved": null, "escalated": null, "first_reminder": "2023-05-13 00:00:00" }, "imported_at": "2026-04-13T21:57:39.247116", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1227", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1227 } } }, { "model": "complaints.complaint", "pk": "49505afb-e026-4649-9dd6-3a2bb5c27c8a", "fields": { "created_at": "2024-08-17T12:18:00Z", "updated_at": "2026-04-13T19:00:17.620Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2024-08-2820", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "The receptionist informed me that my daughter's insurance is not linked to the Nafees app and her policy status is inactive, even though my insurance policy, along with those of her mother and brother, is active and valid.", "description": "The receptionist informed me that my daughter's insurance is not linked to the Nafees app and her policy status is inactive, even though my insurance policy, along with those of her mother and brother, is active and valid.\n\n[Arabic]:\nتم الابلاغ من موظف الاستقبال انه غير مربوط تأمين ابنتي على تطبيق نفيس وحالة الوثيقة الخاصة بها غير نشطة على الرغم من أن وثيقة التأمين الخاصة بي وبوالدتها وأخوها نشطة وفعالة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-16T21:00:00Z", "due_at": "2024-08-19T12:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-16T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2506215165, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2024-08-17 00:00:00", "closed": null, "received": "2024-08-17 15:18:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.611199", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2820", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2820 } } }, { "model": "complaints.complaint", "pk": "49551588-f17f-4423-a382-be880b125d0a", "fields": { "created_at": "2025-10-21T10:15:00Z", "updated_at": "2026-04-13T19:03:02.817Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5119", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During a recent visit, we observed that the cotton placed under the patient’s head was saturated with\ndischarge. When this was brought to the attention of the attending nurse, the issue was dismissed as\n.normal, and the towel was simply turned over without being replaced", "description": "During a recent visit, we observed that the cotton placed under the patient’s head was saturated with\ndischarge. When this was brought to the attention of the attending nurse, the issue was dismissed as\n.normal, and the towel was simply turned over without being replaced\n\n[Arabic]:\nخلال زيارة حديثة، لاحظنا أن القطن الموضوع تحت رأس المريضة كان مشبعًا بالإفرازات. وعندما أُبلغت الممرضة المُعالجة بذلك، تم استبعاد المشكلة باعتبارها أمرًا طبيعيًا، وتم قلب المنشفة ببساطة دون استبدالها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-23T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-21T10:15:00Z", "explanation_received_at": "2025-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5119, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "498200fe-20fb-4ea8-ab4d-a4282e7a8187", "fields": { "created_at": "2022-12-13T14:18:00Z", "updated_at": "2026-04-13T18:56:43.788Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.NABEEL", "expected_result": "", "reference_number": "CMP-2022-12-0651", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child, the child's mother, and the doctor were treated in a tense and provocative manner.", "description": "The child, the child's mother, and the doctor were treated in a tense and provocative manner.\n\n[Arabic]:\nتم التعامل مع الطفل وام الطفل وحالة الطبيب معصب و اسلوب استفزازي\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-12T21:00:00Z", "due_at": "2022-12-15T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-12T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226451, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-13 00:00:00", "closed": "2022-12-13 00:00:00", "received": "2022-12-13 17:18:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:43.783387", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0651", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 651 } } }, { "model": "complaints.complaint", "pk": "499218fd-2651-4c9f-81c2-4047a73ef235", "fields": { "created_at": "2024-03-18T12:12:00Z", "updated_at": "2026-04-13T18:59:27.199Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr SADOUN MOHAMMED ALBAIJI", "expected_result": "", "reference_number": "CMP-2024-03-2293", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had a follow-up appointment with Dr. Saadoun on March 2nd. Before I entered his office, another patient who had an appointment after mine entered the door and told me that the doctor would quickly examine me as usual to start working on the next patient. Unfortunately, that's what happened. He spoke to me briefly so that the appointment would be counted and the appointment would be over without working on my teeth!", "description": "I had a follow-up appointment with Dr. Saadoun on March 2nd. Before I entered his office, another patient who had an appointment after mine entered the door and told me that the doctor would quickly examine me as usual to start working on the next patient. Unfortunately, that's what happened. He spoke to me briefly so that the appointment would be counted and the appointment would be over without working on my teeth!\n\n[Arabic]:\n كان لدي موعد مراجعة مع الدكتور سعدون 2 مارس وقبل دخولي عليه عند الباب دخل مراجع اليه معي موعده بعدي واخبرني المراجع ان الدكتور سوف يتفحصني بشكل سريع كعادته ليبدأ العمل في المريض الذي يليه وللاسف هذا ما حدث تكلم معي لفترة بسيطة لاجل ان تحسب المراجعة وانهاء المراجعة دون العمل في اسناني!\n\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-18T21:00:00Z", "due_at": "2024-03-20T12:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-18T21:00:00Z", "explanation_received_at": "2024-03-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30144357, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-03-19 00:00:00", "closed": null, "received": "2024-03-18 15:12:00", "resolved": "2024-03-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.187961", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2293", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2293 } } }, { "model": "complaints.complaint", "pk": "4999bc95-3c50-45a4-9271-645b7dc6907d", "fields": { "created_at": "2025-12-01T12:57:00Z", "updated_at": "2026-04-13T19:03:23.544Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5392", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A deficiency in medical supervision of the patient's case was noted, as he was given five medications simultaneously. Furthermore, communication with the medical team when needed was lengthy, with the doctor or his deputy arriving hours late. Additionally, during the morning visit, the patient was asleep and was not awakened for assessment or a follow-up visit. When the doctor's presence was requested, a phone call was deemed sufficient, claiming that he had already been seen. Overall, the medic", "description": "A deficiency in medical supervision of the patient's case was noted, as he was given five medications simultaneously. Furthermore, communication with the medical team when needed was lengthy, with the doctor or his deputy arriving hours late. Additionally, during the morning visit, the patient was asleep and was not awakened for assessment or a follow-up visit. When the doctor's presence was requested, a phone call was deemed sufficient, claiming that he had already been seen. Overall, the medical service provided was unsatisfactory and disappointing. The patient was discharged against medical advice, and we await appropriate action regarding this complaint.\n\n[Arabic]:\nلوحظ قصور في الإشراف الطبي على حالة المريض، حيث تم إعطاؤه خمسة أدوية في الوقت نفسه دفعة واحدة. كما أن التواصل مع الفريق الطبي عند الحاجة كان يستغرق وقتًا طويلاً، مع تأخر وصول الطبيب أو من ينوب عنه لساعات. إضافةً إلى ذلك، خلال الزيارة الصباحية كان المريض نائمًا ولم يتم إيقاظه للتقييم أو إعادة الزيارة لاحقًا، وعند طلب حضور الطبيب تم الاكتفاء بالتواصل الهاتفي بدعوى أنه تمت زيارته مسبقًا. وبشكل عام، كانت الخدمة الطبية المقدمة غير مرضية ومخيبة للآمال. وقد تم خروج المريض على مسؤوليته الشخصية، وبانتظار اتخاذ اللازم حيال هذه الشكوى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-03T12:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-01T12:57:00Z", "explanation_received_at": "2025-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5392, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "49b9c782-04f5-4279-831d-af67fdc1aa63", "fields": { "created_at": "2024-12-08T08:57:00Z", "updated_at": "2026-04-13T19:01:00.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NIBAL RADWAN SHAWAKFAH ", "expected_result": "", "reference_number": "CMP-2024-12-3318", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "The child was discharged in an unstable condition, and there was no follow-up or response from the treating physician.", "description": "The child was discharged in an unstable condition, and there was no follow-up or response from the treating physician.\n\n[Arabic]:\nتم كتابة خروج لطفل والحالة غير مستقره ، وعدم المتابعه والتجاوب من قبل الدكتور المعالج للحالة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-07T21:00:00Z", "due_at": "2024-12-10T08:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-08T21:00:00Z", "second_reminder_sent_at": "2024-12-09T21:00:00Z", "escalated_at": "2024-12-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30151677, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Lack of follow up" }, "timeline": { "sent": "2024-12-08 00:00:00", "closed": null, "received": "2024-12-08 11:57:00", "resolved": null, "escalated": "2024-12-10 00:00:00", "first_reminder": "2024-12-09 00:00:00" }, "imported_at": "2026-04-13T22:01:00.458534", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3318", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 3318 } } }, { "model": "complaints.complaint", "pk": "49bd90cb-9dbc-4c35-a8aa-3ab7b3fb27bd", "fields": { "created_at": "2023-12-16T07:04:00Z", "updated_at": "2026-04-13T18:58:54.406Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1947", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in issuing the leave.", "description": "There was a delay in issuing the leave.\n\n[Arabic]:\nتأخير في إصدار الإجازه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-15T21:00:00Z", "due_at": "2023-12-18T07:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-15T21:00:00Z", "explanation_received_at": "2023-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30090900, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-16 00:00:00", "closed": null, "received": "2023-12-16 10:04:00", "resolved": "2023-12-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.401016", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1947", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1947 } } }, { "model": "complaints.complaint", "pk": "49d7bde6-2cd0-4a61-a809-71a875081e94", "fields": { "created_at": "2025-08-20T14:48:00Z", "updated_at": "2026-04-13T19:02:36.166Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم النساء والولاده", "expected_result": "", "reference_number": "CMP-2025-08-4643", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the emergency department and was referred by the doctors to several different specialties without reaching an accurate diagnosis or a clear treatment plan, which led to the continuation of symptoms without noticeable improvement. During the examination, infections were found in the anal area as well as urinary tract infections. A cesarean ultrasound was performed, which showed that the condition was good with no issues. Overall, my condition was stable, and I was transferred to", "description": "I was admitted to the emergency department and was referred by the doctors to several different specialties without reaching an accurate diagnosis or a clear treatment plan, which led to the continuation of symptoms without noticeable improvement. During the examination, infections were found in the anal area as well as urinary tract infections. A cesarean ultrasound was performed, which showed that the condition was good with no issues. Overall, my condition was stable, and I was transferred to the obstetrics and gynecology department.\n\nHowever, my condition is not within the scope of the department's specialty, and therefore no treatment was provided under direct supervision. Dr. Daa'd was very cooperative and took care of my treatment, but I was not clearly informed about the reason for my transfer to the obstetrics and gynecology department or the purpose behind it, which raised several questions for me about the way my case was handled\n\n[Arabic]:\nتم دخولي إلى قسم الطوارئ وتم تحويلي من قبل الأطباء إلى عدة تخصصات مختلفة دون الوصول إلى تشخيص دقيق أو خطة علاجية واضحة، مما أدى إلى استمرار الأعراض دون تحسن ملموس. أثناء إجراء الفحص، تم العثور على التهابات في منطقة الشرج بالإضافة إلى التهابات في المسالك البولية، كما تم إجراء فحص السونار للرحم القيصري الذي أظهر حالة جيدة ولا توجد به أية مشكلات. وبشكل عام، كانت حالتي مستقرة وتم تحويلي إلى قسم النساء والولادة.\n\nلكن حالتي ليست ضمن نطاق تخصص القسم، ولذلك لم يتم تقديم العلاج تحت إشراف مباشر. الدكتورة دعد كانت متعاونة للغاية واهتمت بعلاجي، إلا أنه لم يتم إفادتي بشكل واضح حول سبب تحويلي إلى قسم النساء والولادة أو الهدف من هذا التحويل، مما أثار لدي العديد من التساؤلات حول طبيعة التعامل مع حالتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-22T14:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-20T14:48:00Z", "explanation_received_at": "2025-08-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4643, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "49e715eb-24aa-4ec6-8579-3d500f628dfd", "fields": { "created_at": "2022-10-09T12:29:00Z", "updated_at": "2026-04-13T18:56:17.916Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. OMAR MAHMOUD ALHEYASAT ", "expected_result": "", "reference_number": "CMP-2022-10-0341", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "f65ac615-80ed-4f93-8335-906c18f962c4", "title": "I had dental prosthetics done at Dr. Saleh's Al-Ulya branch, but the measurements were not accurate and there are gaps between the prosthetics that caused me gum inflammation, which affected my other teeth and caused gum problems due to food getting into the gaps. I tried many times to treat it and consulted between Dr. Firas Al-Halabi and Dr. Saleh, but the result did not change. I was told before my last visit to Dr. Omar that the crowns must be changed and new prosthetics made.", "description": "I had dental prosthetics done at Dr. Saleh's Al-Ulya branch, but the measurements were not accurate and there are gaps between the prosthetics that caused me gum inflammation, which affected my other teeth and caused gum problems due to food getting into the gaps. I tried many times to treat it and consulted between Dr. Firas Al-Halabi and Dr. Saleh, but the result did not change. I was told before my last visit to Dr. Omar that the crowns must be changed and new prosthetics made.\n\n[Arabic]:\nتم عمل تركيبات اسنان عند الدكتور صالح فرع العليا ولم تكن المقاسات مضبوطه ويوجد فراغات بين التركيبات سببت لي التهابات باللثه حيث اثرت على الاسنان الاخرى ومشاكل باللثة بسبب دخول الاكل داخل الفجوات حاولت كثير انها تتعالج وتم مراجعة بين الدكتور فراس الحلبي والدكتور صالح ولم تتغيرالنتيجه.. وتم اخباري من قبل اخر زيارة لدى الدكتور عمر ان التلبيسات لابد من تغيرها وعمل تركيبات جديده. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-07T21:00:00Z", "due_at": "2022-10-11T12:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-07T21:00:00Z", "explanation_received_at": "2022-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-01-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 3534, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-08 00:00:00", "closed": null, "received": "2022-10-09 15:29:00", "resolved": "2023-01-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.909374", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0341", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 341 } } }, { "model": "complaints.complaint", "pk": "49fd0bec-4454-4aa3-8ab3-97f3a0980f52", "fields": { "created_at": "2025-10-12T17:44:00Z", "updated_at": "2026-04-13T19:03:01.057Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5074", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Two days ago, a nurse was assigned to care for him despite clearly showing symptoms of the flu.\nUnfortunately, this led to the transmission of the infection to my brother. I spoke with the specialist\nwho eventually sent the nurse home; however, this action was only taken after she had already spent\na significant portion of the day with the patient, potentially worsening his condition Prior to this, I\nhad raised my concerns with the specialist regarding the nurse’s health status Additionally, I h", "description": "Two days ago, a nurse was assigned to care for him despite clearly showing symptoms of the flu.\nUnfortunately, this led to the transmission of the infection to my brother. I spoke with the specialist\nwho eventually sent the nurse home; however, this action was only taken after she had already spent\na significant portion of the day with the patient, potentially worsening his condition Prior to this, I\nhad raised my concerns with the specialist regarding the nurse’s health status Additionally, I have\nnoticed that the nursing staff does not check on the patient regularly or thoroughly. On multiple\noccasions, when the patient’s heart rate increased to 150 bpm and his respiratory rate reached 50, the\nresponse was simply that it was \"normal.\" In most cases, the only action taken has been to change the\nantibiotic and leave Furthermore, at 11:30 AM, my mother requested cleaning and cold compresses,\nbut no action was taken. . Suctioning of secretions is often delayed, causing the patient significant\n.discomfort and distress\n\n[Arabic]:\nقبل يومين، كُلِّفت ممرضة برعايته رغم ظهور أعراض الإنفلونزا عليه بوضوح. للأسف، أدى ذلك إلى انتقال العدوى إلى أخي. تحدثتُ مع الطبيب المختص الذي أرسل الممرضة إلى المنزل في النهاية؛ إلا أن هذا الإجراء لم يُتخذ إلا بعد أن أمضت جزءًا كبيرًا من اليوم مع المريض، مما قد يؤدي إلى تفاقم حالته. قبل ذلك، كنتُ قد أعربتُ عن مخاوفي للطبيب المختص بشأن الحالة الصحية للممرضة. بالإضافة إلى ذلك، لاحظتُ أن طاقم التمريض لا يفحص المريض بانتظام وبشكل دقيق. في مناسبات متعددة، عندما ارتفع معدل ضربات قلب المريض إلى 150 نبضة في الدقيقة ووصل معدل تنفسه إلى 50 نبضة، كان الرد ببساطة أن الوضع \"طبيعي\". في معظم الحالات، كان الإجراء الوحيد المتخذ هو تغيير المضاد الحيوي والمغادرة. علاوة على ذلك، في الساعة 11:30 صباحًا، طلبت والدتي التنظيف والكمادات الباردة، ولكن لم يُتخذ أي إجراء. غالبًا ما يتأخر شفط الإفرازات، مما يُسبب للمريض انزعاجًا وضيقًا كبيرين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-14T17:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-12T17:44:00Z", "explanation_received_at": "2025-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5074, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "4a02df52-f0eb-4de9-b68a-36a184a748a4", "fields": { "created_at": "2022-10-26T16:02:00Z", "updated_at": "2026-04-13T18:56:21.723Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ALI ALABBAS", "expected_result": "", "reference_number": "CMP-2022-10-0465", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Since my father entered the intensive care unit, his condition has been deteriorating. There is no adequate care or follow-up, as a problem is discovered with each visit. There are swellings in his leg and hand, and he has clear wounds on his toes and mouth. These are discovered on consecutive days. When we ask the doctors for a diagnosis, they tell us a different diagnosis each time, and there is no sufficient explanation of the patient's condition. A detailed report of his condition from the t", "description": "Since my father entered the intensive care unit, his condition has been deteriorating. There is no adequate care or follow-up, as a problem is discovered with each visit. There are swellings in his leg and hand, and he has clear wounds on his toes and mouth. These are discovered on consecutive days. When we ask the doctors for a diagnosis, they tell us a different diagnosis each time, and there is no sufficient explanation of the patient's condition. A detailed report of his condition from the time of admission was requested, but we have not been informed of it.\n\n[Arabic]:\nمنذ دخول الوالد لقسم العنايه المركزه وحالته تسوء لا يوجد هناك رعايه كافيه ولا يوجد متابعه حيث يتم اكتشاف في كل زياره له اشكاليه لديه تم وجود تورمات بالرجل واليد ولديه جروح واضحه في اصابع الرجل والفم يتم اكتشاف على ايام متتاليه وعند طلب التشخيص من الاطباء يتم اخبارنا في كل مره بتشخيص مختلف ولا يوجد توضيح كافي بحالة المريض حيث تم طلب تقرير مفصل لحالته من وقت الدخول ولم يتم افادتنا به . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-25T21:00:00Z", "due_at": "2022-10-28T16:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-25T21:00:00Z", "explanation_received_at": "2022-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226179, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2022-10-26 00:00:00", "closed": null, "received": "2022-10-26 19:02:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.715679", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0465", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 465 } } }, { "model": "complaints.complaint", "pk": "4a1a70ec-f949-48c6-9c2a-bbe9e834104b", "fields": { "created_at": "2025-06-02T09:44:00Z", "updated_at": "2026-04-13T19:02:09.259Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-06-4248", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Using the worker's insurance without his knowledge.", "description": "Using the worker's insurance without his knowledge.\n\n[Arabic]:\nاستخدام تأمين العامل دون علمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-04T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-02T09:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4248, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "4a2f17b2-2494-49a8-ab38-9695b3f364fe", "fields": { "created_at": "2022-10-23T11:40:00Z", "updated_at": "2026-04-13T18:56:20.844Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ROLA AHMAD", "expected_result": "", "reference_number": "CMP-2022-10-0429", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We visited the clinic on October 21, 2022 for my three sons, and the doctor's treatment was not appropriate as she did not fully answer our inquiries. I asked her to look at an X-ray that had been done for my son Muhammad at a previous appointment, and she refused without a convincing reason.", "description": "We visited the clinic on October 21, 2022 for my three sons, and the doctor's treatment was not appropriate as she did not fully answer our inquiries. I asked her to look at an X-ray that had been done for my son Muhammad at a previous appointment, and she refused without a convincing reason.\n\n[Arabic]:\nتم زيارتنا للعياده بتاريخ 21 اكتوبر 2022 لابنائي الثلاثه ولم يكن تعامل الطبيبه لائقا حيث لم يتم الرد على استفساراتنا بشكل كامل وطلبت منها الاطلاع على اشعة اجريت لابني محمد في موعد سابق ورفضت دون سبب مقنع. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-22T21:00:00Z", "due_at": "2022-10-25T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-22T21:00:00Z", "explanation_received_at": "2022-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30012704, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-23 00:00:00", "closed": null, "received": "2022-10-23 14:40:00", "resolved": "2022-10-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.841077", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0429", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 429 } } }, { "model": "complaints.complaint", "pk": "4a3fe53e-1c99-4db4-b211-c46e1294bc1c", "fields": { "created_at": "2022-09-12T16:30:00Z", "updated_at": "2026-04-13T18:56:06.142Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED SAMEER AL RAHHAL", "expected_result": "", "reference_number": "CMP-2022-09-0105", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "I had an appointment on 12-09-2022 with Dr. Muhammad Samir, and when I asked him about the number of cases remaining before me, he replied that there were 42 cases or more, in an inappropriate manner, after waiting for about an hour. Also, when I asked the nurse the same question before the doctor, she replied that she did not know.", "description": "I had an appointment on 12-09-2022 with Dr. Muhammad Samir, and when I asked him about the number of cases remaining before me, he replied that there were 42 cases or more, in an inappropriate manner, after waiting for about an hour. Also, when I asked the nurse the same question before the doctor, she replied that she did not know.\n\n[Arabic]:\nتم حضوري بموعد انتظار بتاريخ 12-09-2022 م لدى الطبيب محمد سمير و حينما سالته عن عدد الحالات المتبقية قبلي تم الرد علي بانه 42 حالة و اكثر و بطريقة غير لائقة و ذلك بعد انتظار قرابة الساعة كما ان الممرضة حينما سالتها نفس السؤال قبل الدكتور اجابتني بانها لا تعلم . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-14T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30110297, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-12 19:30:00", "resolved": "2022-09-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.131733", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0105", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 105 } } }, { "model": "complaints.complaint", "pk": "4a516f78-c588-4ec3-9cd5-7214ced36e8a", "fields": { "created_at": "2025-02-05T11:32:00Z", "updated_at": "2026-04-13T19:01:23.894Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3665", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medical staff was delayed in treating my son, who came to the emergency department, without taking any preliminary actions for over half an hour after the case was registered at the reception. I approached the nurse at the reception, but he did not respond to me and directly directed me, without any explanation or discussion, to the on-duty manager. I informed the on-duty manager of my issue, and when I followed him and accidentally entered the reception behind him, he raised his voice and a", "description": "The medical staff was delayed in treating my son, who came to the emergency department, without taking any preliminary actions for over half an hour after the case was registered at the reception. I approached the nurse at the reception, but he did not respond to me and directly directed me, without any explanation or discussion, to the on-duty manager. I informed the on-duty manager of my issue, and when I followed him and accidentally entered the reception behind him, he raised his voice and attempted to remove me from the reception in an inappropriate manner. It would have been more appropriate for him to politely request me to leave or reassure me that the situation would be handled and then escort me out. However, he continued the discussion in an inappropriate manner, which led to a heated exchange between us. I asked him to stop getting too close to me as he was approaching in an impolite manner, and he ended his words with a threat: “If you don’t come to my office, we will see what happens next.” I am waiting for a response and feedback.\n\n[Arabic]:\nتاخر الكادر الطبي في علاج ابني القادم للطوارئ دون اخذ اي اجراءات اولية لمدة تتجاوز النصف ساعة بعد\nتسجيل الحالة على الاستقبال وقمت بمراجعة الممرض على الاستقبال لكنه لم يتجاوب معي ووجهني مباشرة دون\nاي توضيح او نقاش الى المدير المناوب ابلغت المدير المناوب بمشكلتي وعند لحاقي به ودخولي الريسبشن خلفه عن طريق الخطأ قام برفع صوته ومحاولة اخراجي بطريقة لا تليق من الاستقبال علما انه كان الاولى ان يطلبها بادب او يطمأني على اصلاح الحالة ويخرجني لكنه استمر بطريقة غير مناسبة بالنقاش الامر الذي وعند احتدادنا سويا بالنقاش طلبت منه عدم الاقتراب مني حيث انه كان يقترب عند الحديث بطريقة غير لائقة ابدا وانهى كلامه بتهديد (ما بدك تيجي على مكتب بعدين بنشوف ) بانتظار الرد والافاده ..\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T11:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T11:32:00Z", "explanation_received_at": "2025-02-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3665, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "4a5d9eed-de84-4e5d-aa39-c666b8cb640e", "fields": { "created_at": "2025-08-13T14:46:00Z", "updated_at": "2026-04-13T19:02:35.317Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الماليه", "expected_result": "", "reference_number": "CMP-2025-08-4611", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A financial claim due to the insurance not covering the costs.", "description": "A financial claim due to the insurance not covering the costs.\n\n[Arabic]:\nمطالبه ماليه لعدم تغطية التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-15T14:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-13T14:46:00Z", "explanation_received_at": "2025-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4611, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "4a5e9fd2-3540-4823-ad02-ba78787dd290", "fields": { "created_at": "2025-04-06T08:35:00Z", "updated_at": "2026-04-13T19:01:46.514Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-04-3967", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in the medical procedure led to ureteral fibrosis in the patient", "description": "Delay in the medical procedure led to ureteral fibrosis in the patient\n\n[Arabic]:\nالمماطله بالاجراء الطبي مما ادى لتليف الحالب لدى المراجع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-08T08:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-06T08:35:00Z", "explanation_received_at": "2025-04-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3967, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "4a982e2a-37bc-4900-b2e9-c8921e2925f1", "fields": { "created_at": "2025-05-12T15:56:00Z", "updated_at": "2026-04-13T19:01:58.717Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.حسام رماح ", "expected_result": "", "reference_number": "CMP-2025-05-4152", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was scheduled for a pediatric heart echo, but upon arrival, the service was unavailable. When we inquired, the doctor's response was unprofessional and disrespectful, which caused us discomfort. We kindly ask that the situation be looked into and appropriate action taken to ensure respectful and proper communication with patients.", "description": "An appointment was scheduled for a pediatric heart echo, but upon arrival, the service was unavailable. When we inquired, the doctor's response was unprofessional and disrespectful, which caused us discomfort. We kindly ask that the situation be looked into and appropriate action taken to ensure respectful and proper communication with patients.\n\n[Arabic]:\nتم حجز موعد لإجراء أشعة إيكو لقلب الأطفال، ولكن عند الحضور تبيّن عدم توفر الخدمة. وعند الاستفسار، كان رد الطبيب غير لائق وتعامله غير مهني، مما سبب لنا الإحراج. نأمل منكم التحقق واتخاذ اللازم لضمان احترام المراجعين والتواصل معهم بشكل لائق.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T15:56:00Z", "explanation_received_at": "2025-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4152, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "4aa2fc7f-7f6b-4a8b-809d-0c48c8d00c84", "fields": { "created_at": "2022-11-20T14:00:00Z", "updated_at": "2026-04-13T18:56:32.476Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0559", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 17, 2022, a needle was inserted into the hand of my 7-day-old child more than once to take a sample, and they do not have a specialist for newborns and children, as they have no experience or knowledge to take a sample from a child.", "description": "On November 17, 2022, a needle was inserted into the hand of my 7-day-old child more than once to take a sample, and they do not have a specialist for newborns and children, as they have no experience or knowledge to take a sample from a child.\n\n[Arabic]:\nبتاريخ 17 نوفمبر2022م تم ادخال الابرة في يد طفلي عمره ٧ ايام اكثر من مرة لاخذ عينة ولا يوجد لديهم مختص للمواليد والاطفال حيث لايوجد خبرة او معرفه من قبلهم لاخذ عينه من طفل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-18T21:00:00Z", "due_at": "2022-11-22T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-18T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233665, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-19 00:00:00", "closed": null, "received": "2022-11-20 17:00:00", "resolved": "2022-11-23 00:00:00", "escalated": null, "first_reminder": "2022-11-20 00:00:00" }, "imported_at": "2026-04-13T21:56:32.471899", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0559", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 559 } } }, { "model": "complaints.complaint", "pk": "4b0c1fa1-3930-4a6b-a3f3-45cbff0f92a6", "fields": { "created_at": "2023-07-16T12:59:00Z", "updated_at": "2026-04-13T18:57:59.462Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1439", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Attempting to inject the needle more than once, which led to swelling and discoloration of the hand", "description": "Attempting to inject the needle more than once, which led to swelling and discoloration of the hand\n\n[Arabic]:\nمحاولة حقن الإبرة أكثر من مرة، مما أدى إلى تورم وتغير لون اليد", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-16T21:00:00Z", "due_at": "2023-07-18T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-08-19T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30218698, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-07-17 00:00:00", "closed": "2023-08-20 00:00:00", "received": "2023-07-16 15:59:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.454683", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1439", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم العمليات", "main": "التمريض" }, "original_complaint_num": 1439 } } }, { "model": "complaints.complaint", "pk": "4b233060-1b09-40c7-8456-a6f74e543221", "fields": { "created_at": "2022-09-12T12:07:00Z", "updated_at": "2026-04-13T18:56:06.008Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSARY", "expected_result": "", "reference_number": "CMP-2022-09-0104", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "On August 30, 2022, I went to Dr. Fahd Al-Dossari's clinic for a waiting appointment. The patient was asked two questions and then asked to leave. I sat with the patient's family for about five minutes. The doctor stated that the patient might have autism or a developmental delay. He said we didn't have an appointment but were on the waiting list, and that there wasn't enough time for a diagnosis. He prescribed Risperdal before the results of the nerve conduction study he had ordered were availa", "description": "On August 30, 2022, I went to Dr. Fahd Al-Dossari's clinic for a waiting appointment. The patient was asked two questions and then asked to leave. I sat with the patient's family for about five minutes. The doctor stated that the patient might have autism or a developmental delay. He said we didn't have an appointment but were on the waiting list, and that there wasn't enough time for a diagnosis. He prescribed Risperdal before the results of the nerve conduction study he had ordered were available, which upset me because we weren't given enough time, even though we had agreed to be seen on the waiting list from the beginning. The doctor's behavior was inappropriate.\n\n[Arabic]:\nتم الحضور بتاريخ 2022-08-30 الى عيادة الدكتور فهد الدوسري كموعد انتظار وتم سؤال المريض سؤالين وتم اخراجه و\nالجلوس مع ذوي المريض مدة خمس دقائق تقريبا وافاد الدكتور بان احتمال ان يكون لدى المريض توحد او تخلف . وقال\nالدكتور بأن ليس لدينا حجز وأنما دخلنا من ضمن قائمة الانتظار والوقت غير كافي للتشخيص وتم صرف دواء Risperdal\nقبل معرفة نتيجة تخطيط الاعصاب التي طلبها مما ادى الى استيائي لعدم اعطائنا الوقت الكافي علما بانه تم الموافقة على\nاستقبالنا كانتظار منذ البداية ولم يكن تعامل الطبيب لائق .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-11T21:00:00Z", "due_at": "2022-09-14T12:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-11T21:00:00Z", "explanation_received_at": "2022-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219229, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-09-12 00:00:00", "closed": null, "received": "2022-09-12 15:07:00", "resolved": "2022-09-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.005419", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0104", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 104 } } }, { "model": "complaints.complaint", "pk": "4b3765b2-a469-4380-a759-6418f1a38d47", "fields": { "created_at": "2025-01-22T05:01:00Z", "updated_at": "2026-04-13T19:01:13.881Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3583", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no response from the nursing staff\n\n\n\n", "description": "There is no response from the nursing staff\n\n\n\n\n\n[Arabic]:\nالتواصل مع التمريض بدون استجابه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-24T05:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-22T05:01:00Z", "explanation_received_at": "2025-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3583, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "4b493250-458f-4712-8449-9cd28961c99c", "fields": { "created_at": "2024-09-22T07:40:00Z", "updated_at": "2026-04-13T19:00:28.719Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2941", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "‏Suppositories were inserted resulting in complications for my daughter", "description": "‏Suppositories were inserted resulting in complications for my daughter\n\n[Arabic]:\nتم إدخال تحاميل مما أدى إلى مضاعفات لابنتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-21T21:00:00Z", "due_at": "2024-09-24T07:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-22T21:00:00Z", "second_reminder_sent_at": "2024-09-23T21:00:00Z", "escalated_at": "2024-09-23T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-21T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30081171, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-09-22 00:00:00", "closed": null, "received": "2024-09-22 10:40:00", "resolved": null, "escalated": "2024-09-24 00:00:00", "first_reminder": "2024-09-23 00:00:00" }, "imported_at": "2026-04-13T22:00:28.715909", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2941", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الجراحة العامة", "main": "التمريض" }, "original_complaint_num": 2941 } } }, { "model": "complaints.complaint", "pk": "4b58db05-3aa0-4765-aea6-f2ff96ff0b3a", "fields": { "created_at": "2023-10-11T06:21:00Z", "updated_at": "2026-04-13T18:58:29.833Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1694", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "She stated that she paid 33 for the doctor’s consultation and was informed that she needed to undergo an examination before entering the doctor’s clinic. Upon completion of the clinic, she was asked to pay additional amounts of 57 and was informed that it was related to an examination whose fees she had not been informed of before entering the doctor’s clinic.", "description": "She stated that she paid 33 for the doctor’s consultation and was informed that she needed to undergo an examination before entering the doctor’s clinic. Upon completion of the clinic, she was asked to pay additional amounts of 57 and was informed that it was related to an examination whose fees she had not been informed of before entering the doctor’s clinic.\n\n[Arabic]:\nتفيد انها دفعت 33 للكشفيه لدى الطبيب وتم ابلاغها بضرورة الدخول لفحص قبل الدخول لعيادة الطبيب وعند الانتهاء من العياده تم طلب دفع مبالغ اخرى بقيمة 57 وابلاغي بانه تابع لفحص لم يتم ابلاغي برسومه قبل الدخول لدى الطبيب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T06:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-10-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280690, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Pricing variations" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": "2023-10-11 00:00:00", "received": "2023-10-11 09:21:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.829983", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1694", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1694 } } }, { "model": "complaints.complaint", "pk": "4b705584-e0d1-4371-82e9-4d259356f17b", "fields": { "created_at": "2025-01-14T16:14:00Z", "updated_at": "2026-04-13T19:01:12.731Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3528", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a delay in the result appearing, and no clear reasons for it\n\n\n\n", "description": "There is a delay in the result appearing, and no clear reasons for it\n\n\n\n\n\n[Arabic]:\nيوجد تأخير في ظهور النتيجه وعدم وجود اسباب واضحه لذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-16T16:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-14T16:14:00Z", "explanation_received_at": "2025-01-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3528, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "4b74d983-b62f-48bc-bfa6-5bd5caaba1cd", "fields": { "created_at": "2025-02-08T06:55:00Z", "updated_at": "2026-04-13T19:01:24.174Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3677", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was made with Dr. Khalid Ali Al-Ghamdi, who performed all the necessary tests and recommended a cystoscopy. A request was submitted to the insurance company on January 22, but it was initially rejected. A second request was then submitted and approved on January 25, and the nurse contacted me to schedule the cystoscopy.\n\nThe cystoscopy was performed under general anesthesia on January 29, and after the procedure, the doctor informed me that I had a mild obstruction in the upper ur", "description": "An appointment was made with Dr. Khalid Ali Al-Ghamdi, who performed all the necessary tests and recommended a cystoscopy. A request was submitted to the insurance company on January 22, but it was initially rejected. A second request was then submitted and approved on January 25, and the nurse contacted me to schedule the cystoscopy.\n\nThe cystoscopy was performed under general anesthesia on January 29, and after the procedure, the doctor informed me that I had a mild obstruction in the upper urethra, which had been dilated. After leaving the operating room, I was contacted by the hospital's billing department and was told that I needed to pay 2,000 SAR for an additional procedure that was not approved by the insurance company.\n\nI contacted the insurance employee, Nawaf, who confirmed that I should not pay anything and that a detailed report would be submitted for insurance approval for the additional procedure. Despite this, the hospital employee issued a bill demanding that I pay the amount within 5 days, threatening to file a lawsuit against me if I fail to pay. I am waiting for a response and clarification.\n\nLet me know if you need any further adjustments!\n\n[Arabic]:\n تم تحديد موعد مع الدكتور خالد علي الغامدي الذي قام بإجراء كافة الفحوصات والتحاليل اللازمة، وأوصى بإجراء منظار للمثانة. تم رفع طلب إلى شركة التأمين في 22 يناير، ولكن تم رفضه في البداية. وبعد ذلك تم رفع طلب اخر وتمت الموافقة عليه في 25 يناير وتواصلت معي الممرضة لتحديد موعد المنظار.\n تم إجراء المنظار تحت التخدير الكامل في 29 يناير وبعد الانتهاء من العملية، أخبرني الدكتور أنني كنت أعاني من انسداد خفيف في الاحليل العلوي، وقد تم توسيعه. وبعد مغادرتي غرفة العمليات، تم الاتصال بي من قبل موظف التحصيل في المستشفى وأخبرني بضرورة دفع مبلغ 2000 ريال بسبب إجراء إضافي لم توافق عليه شركة التأمين.\n\nتواصلت مع موظف التأمين نواف الذي أكد لي أنني لا يجب أن أدفع أي مبلغ وأنه سيتم رفع تقرير مفصل لموافقة التأمين على الإجراء الإضافي ورغم ذلك، أصدر الموظف في المستشفى فاتورة تطالبني بدفع المبلغ في غضون 5 أيام، مهددا برفع دعوى قضائية ضدي في حال عدم الدفع بانتظار الافاده والرد ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T06:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T06:55:00Z", "explanation_received_at": "2025-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3677, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "4b75387a-3b27-43eb-b43c-57cbca69794a", "fields": { "created_at": "2024-12-18T07:00:00Z", "updated_at": "2026-04-13T19:01:01.400Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2024-12-3376", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing a formal complaint regarding my recent experience at Dr. Fahad Al-Dossari's clinic, where I encountered several issues that I believe violate professional standards and medical privacy. Initially, an appointment was scheduled with Dr. Fahad Al-Dossari because the name of my regular attending physician, Dr. Sulaiman Al-Hafzi, was not listed. Upon arriving at the clinic, Dr. Fahad was not present, and I had to wait for him. When he finally arrived, I noticed that he had not locked the ", "description": "I am filing a formal complaint regarding my recent experience at Dr. Fahad Al-Dossari's clinic, where I encountered several issues that I believe violate professional standards and medical privacy. Initially, an appointment was scheduled with Dr. Fahad Al-Dossari because the name of my regular attending physician, Dr. Sulaiman Al-Hafzi, was not listed. Upon arriving at the clinic, Dr. Fahad was not present, and I had to wait for him. When he finally arrived, I noticed that he had not locked the clinic door during the appointment, which constituted a breach of my medical privacy and confidentiality. After reviewing my medical file, Dr. Fahad stated directly, \"I will not prescribe your medication.\" When I inquired about the reason and pointed out that he hadn't even asked about my health condition or the purpose of my visit, he replied, \"Even if I knew your condition and heard from you, I still wouldn't prescribe your medication.\"\n\nI explained that I am elderly and fully understand the responsibility of taking the appropriate medication for my condition, yet he continued to refuse without providing any convincing medical justification. I believe this behavior reflects a lack of medical professionalism. Therefore, I demand an official investigation into this incident and the implementation of appropriate measures to ensure that such treatment is not repeated with other patients. We hope that the necessary steps will be taken to guarantee the provision of health and psychological services that respect the privacy of patients and meet their needs. We would like to point out that we only filed this complaint after hearing a number of patients express their dissatisfaction with the treatment they received, and we emphasize that we reserve the right to escalate the matter to the competent authorities if measures are not taken to protect the patient's rights.\n\n[Arabic]:\n أتقدم بشكوى رسمية بشأن تجربتي الأخيرة في عيادة الدكتور فهد الدوسري، حيث واجهت عددًا من المشكلات\nالتي أرى أنها تخالف معايير المهنية والخصوصية الطبية. في البداية، تم تحديد موعد مع الدكتور فهد الدوسري\nبسبب عدم ظهور اسم الطبيب المتابع لحالتي، وهو الدكتور سليمان الحفظي. عند حضوري للعيادة، لم يكن الدكتور فهد متواجدًا واضطررت إلى انتظاره لفترة من الوقت. وعند وصوله، لاحظت أنه لم يغلق باب العيادة أثناء الجلسة، مما أدى إلى انتهاك خصوصية وسرية معلوماتي الطبية. عندما اطلع الدكتور فهد على ملفي الطبي، أفاد بشكل مباشر: لن أقوم بصرف العلاج الخاص بك . وعندما سألته عن السبب وأشرت إلى أنه لم يسألني حتى عن وضعي الصحي أو سبب زيارتي، رد قائلا:ً حتى لو عرفت وضعك الصحي وسمعت منك، لن أصرف لك الأدوية .\nأوضحت له أنني شخص كبير في العمر وأتفهم تمامًا مسؤولية تناول الأدوية المناسبة لحالتي، ومع ذلك استمر في\nرفضه دون شرح أي مبرر طبي مقنع. أرى أن هذا السلوك يعكس افتقارًا للمهنية الطبية، لذا أطالب بفتح تحقيق رسمي في هذه الواقعة واتخاذ الإجراءات المناسبة لضمان عدم تكرار مثل هذا التصرف مع المرضى الآخرين, نأمل باتخاذ الإجراءات اللازمة لضمان تقديم خدمة صحية ونفسية تحترم خصوصية المراجعين وتلبي احتياجاتهم.. نود التنويه إلى أننا لم نتقدم بهذه الشكوى إلا بعد سماع عدد من المراجعين يعبرون عن استياءهم من التعامل الحاصل ونؤكد أننا نحتفظ بحقنا في التصعيد إلى الجهات المختصة في حال لم يتم اتخاذ اجراءات تحفظ حق المريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-17T21:00:00Z", "due_at": "2024-12-20T07:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-18T21:00:00Z", "second_reminder_sent_at": "2024-12-20T21:00:00Z", "escalated_at": "2024-12-21T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-17T21:00:00Z", "explanation_received_at": "2025-02-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30349631, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Confidentiality", "classification": "Breach of patient privacy" }, "timeline": { "sent": "2024-12-18 00:00:00", "closed": null, "received": "2024-12-18 10:00:00", "resolved": null, "escalated": "2024-12-22 00:00:00", "first_reminder": "2024-12-19 00:00:00" }, "imported_at": "2026-04-13T22:01:01.397824", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3376", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 3376 } } }, { "model": "complaints.complaint", "pk": "4bbd6c84-90be-4519-aab4-1ff79ec6d2eb", "fields": { "created_at": "2022-10-17T16:55:00Z", "updated_at": "2026-04-13T18:56:19.627Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0404", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My data has not been updated by the approvals department.", "description": "My data has not been updated by the approvals department.\n\n[Arabic]:\nلم يتم تحديث بياناتي من قبل قسم الموافقات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-16T21:00:00Z", "due_at": "2022-10-19T16:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-16T21:00:00Z", "explanation_received_at": "2022-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30161565, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.1.Patient file issues" }, "timeline": { "sent": "2022-10-17 00:00:00", "closed": null, "received": "2022-10-17 19:55:00", "resolved": "2022-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.621638", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0404", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 404 } } }, { "model": "complaints.complaint", "pk": "4bee0395-d733-47f2-99ff-f6255dcf1d99", "fields": { "created_at": "2025-04-15T20:57:00Z", "updated_at": "2026-04-13T19:01:47.470Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "سعاد استقبال الجلديه ", "expected_result": "", "reference_number": "CMP-2025-04-4019", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment at exactly 6:00, but the doctor did not arrive until 6:24. After that, other patients were admitted before me, and I was not admitted until 7:00. I ended up canceling the invoice, knowing that my appointment was the first one. I was hoping that patients' time would be respected. I kindly request clarification regarding the delay.\"", "description": "I had an appointment at exactly 6:00, but the doctor did not arrive until 6:24. After that, other patients were admitted before me, and I was not admitted until 7:00. I ended up canceling the invoice, knowing that my appointment was the first one. I was hoping that patients' time would be respected. I kindly request clarification regarding the delay.\"\n\n[Arabic]:\nلدي موعد الساعة السادسه تماما ولم يحضر الدكتور الا ٦:٢٤ وبعدها تم ادخال مرضى اخرين و لم يتم ادخالي الى الساعة السابعة والغيت الفاتورة مع العلم ان موعدي كان اول موعد , كنت اتمنى احترام وقت المرضى , ارجوا الافادة بسبب التأخير...", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-17T20:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-15T20:57:00Z", "explanation_received_at": "2025-04-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4019, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "4c17003b-805a-4a7e-bfb8-d138ee8f6129", "fields": { "created_at": "2024-08-14T15:01:00Z", "updated_at": "2026-04-13T19:00:17.127Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2809", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was referred to the hospital for a diagnosis of a non-heartbeat pregnancy. Dr. Marwa ordered a transvaginal ultrasound, which was performed. Following coordination with the doctor, we were directed to the emergency room for admission for an abortion. The procedure was performed, and the patient was admitted and given medication to induce abortion. She was then taken to the operating room, where the doctor reported that a dilation and curettage (D&C) was performed. Two days after her ", "description": "The patient was referred to the hospital for a diagnosis of a non-heartbeat pregnancy. Dr. Marwa ordered a transvaginal ultrasound, which was performed. Following coordination with the doctor, we were directed to the emergency room for admission for an abortion. The procedure was performed, and the patient was admitted and given medication to induce abortion. She was then taken to the operating room, where the doctor reported that a dilation and curettage (D&C) was performed. Two days after her discharge, the patient began experiencing symptoms including fainting, abdominal distension, and low blood pressure. She was subsequently transferred to Al-Diriyah Hospital, where it was reported that she had undergone surgery. Her hemoglobin level dropped to 7, and she received two units of blood and was admitted. After her hemoglobin level improved, she was discharged with a level of 9. Dr. Marwa was consulted and stated that her hemoglobin level had been 8 before the surgery. She was informed of the situation and prescribed pain medication. She requested a repeat ultrasound to confirm the presence of the uterus the following day. This was not done because the patient became unwell upon returning home, and she was taken back to Al-Diriyah Hospital for a second time. The examinations, including CT scans and MRI, revealed a cyst on the right ovary. After the necessary tests, it was determined to be an ectopic pregnancy. I obtained copies of the radiology reports, images, and all other reports to confirm what had been done at the hospital. The patient remained at Al-Diriyah Hospital for six days before being transferred to King Fahd Medical City for life-saving treatment and further testing. An ectopic pregnancy was confirmed. Upon reviewing the radiology report issued by your hospital, it was found that the ovaries and fallopian tubes were normal. This diagnosis is incorrect, and the surgery performed did not remove the pregnancy. The patient continues to experience severe pain and is still receiving treatment due to the misdiagnosis by your staff. I demand that those responsible be held accountable, that all costs incurred from admission to discharge be reimbursed, and that the patient be compensated as deemed appropriate by the hospital administration for the pain and suffering she endured, including being hospitalized in two different hospitals for more than nine days.\n\n[Arabic]:\n تم مراجعة المستشفى لتشخيص حالة المريض انها لديها حمل بدون نبض لدى الدكتوره مروه حيث طلبت اشعة\nسونار وتم عمل ذلك حيث كانت الاشعه مهبلي وبالتنسيق مع الدكتور وجهتنا الى الطوارئ لدخول المريضه لتنويم\nلعمل اجهاض وتم ذلك ودخلت المريضه التنويم وتم اعطائها دواء للاجهاض وبعد ذلك نقلت للعمليات وحيث افادة\nالدكتوره انه تم عمل التنظيف والكحت وعند الخروج للمنزل وبعد مرور يومين بدأت اعراض على المريضه\nبالاغماء وانتفاخ في البطن وانخفاض في الضغط ونقلت على اثر ذلك لمستشفى الدرعيه وتم افادتهم بأنه اجرى لها عمليه حيث لوحظ نزول في الدم الى ٧ وتم نقل لها كيسين دم وتنويمها وبعد ارتفاع نسبة الدم اخرجت من\nالمستشفى ونسبة الدم ٩ وتم مراجعة الدكتوره مروى وافادة بأن نسبة الدم كانت ٨ قبل اجراء العمليه وتم اشعارها بما تم حيث صرفت مسكن وطلبت اعادة الاشعه لتأكد من الرحم في اليوم التالي لم يتم ذلك لان عند العوده للمنزل حصل تعب للمريضه ونقلها لمستشفى الدرعيه للمره الثانيه وعمل الفحوصات واشعة مقطعيه ورنين مغناطيسي لوحظ وجود كيس على المبيض الايمن وبعد عمل التحاليل اللازمه وجد انه حمل خارج الرحم وبعدها اخذت نسخه من تقارير الاشعه وصور وجميع التقارير لتأكد ماتم بالمستشفى استمرت المريضه ٦ ايام في مستشفى الدرعيه وتم نقلها لمدينة الملك فهد الطبيه لانقاذ الحياه وعمل الفحوصات اللازمه ولوحظ وجود كيس حمل خارج الرحم وبعد العوده لتقرير الاشعه الصادر من قبلكم وجد التوضيح بأن المبايض والانبوب لايوجد بهم شي وهذا تشخيص ليس بصحيح والعمليه التي تمت ولم يتم استأصال الحمل المريضه مازالت تمر بآلام قويه ومازالت تتلقى العلاج وذلك بسبب التشخيص الخاطئ من قبل منسوبيكم اطالب بمحاسبة المتسبب في ذلك وكذلك اعادة جميع التكاليف التي دفعت من الدخول حتى الخروج وتعويض المريض بما تراه ادارة المستشفى في التعب والالم الذي لحق به وتنومينها بمستشفين لمدة تزيد عن ٩ ايام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-13T21:00:00Z", "due_at": "2024-08-16T15:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-13T21:00:00Z", "explanation_received_at": "2024-08-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-23T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30174648, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.4.Wrong treatment" }, "timeline": { "sent": "2024-08-14 00:00:00", "closed": null, "received": "2024-08-14 18:01:00", "resolved": "2024-08-24 00:00:00", "escalated": null, "first_reminder": "2024-08-14 00:00:00" }, "imported_at": "2026-04-13T22:00:17.118791", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2809", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2809 } } }, { "model": "complaints.complaint", "pk": "4c644654-6c18-4ff3-9bbc-b15cf6c77de3", "fields": { "created_at": "2025-08-13T06:28:00Z", "updated_at": "2026-04-13T19:02:35.146Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية ", "expected_result": "", "reference_number": "CMP-2025-08-4605", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Thaer Mohammed Jameel was admitted to Amanat Hospital by the Red Crescent as an emergency case to save his life. He was transferred to Amanat Hospital on November 16, 2024, based on a decision from the specialist doctor. He was not admitted to the emergency department until he signed a pledge to pay, noting that the hospital was informed that the patient had valid medical insurance up to that date. However, admission was denied on the grounds that the insurance did not cover the current period. ", "description": "Thaer Mohammed Jameel was admitted to Amanat Hospital by the Red Crescent as an emergency case to save his life. He was transferred to Amanat Hospital on November 16, 2024, based on a decision from the specialist doctor. He was not admitted to the emergency department until he signed a pledge to pay, noting that the hospital was informed that the patient had valid medical insurance up to that date. However, admission was denied on the grounds that the insurance did not cover the current period. The patient was admitted to the intensive care unit on November 16, 2024, and remained there until November 24, 2024, the date of his death. A lawsuit was filed to claim hospital stay costs.\n\n[Arabic]:\nتم إدخال المريض ثائر محمد جِميل إلى مستشفى الأمانة عن طريق الهلال الأحمر كحالة إسعافية لإنقاذ حياته. تم تحويله إلى مستشفى الأمانة بتاريخ 2024-11-16 بناءً على قرار من الطبيب المختص. ولم يتم إدخاله إلى قسم الطوارئ إلا بعد توقيع تعهد بالسداد، مع العلم أنه تم إبلاغ المستشفى بأن المريض لديه تأمين طبي ساري المفعول حتى هذا التاريخ. إلا أنه تم رفض الدخول بحجة أن التأمين غير مغطى للفترة الحالية. تم إدخال المريض إلى العناية المركزة بتاريخ 2024-11-16، وظل فيها حتى تاريخ 2024-11-24، وهو تاريخ الوفاة. تم رفع قضية مطالبة بتكاليف الإقامة في المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-15T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-13T06:28:00Z", "explanation_received_at": "2025-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4605, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "4c8a3837-54b2-47a9-9620-2c24b426159c", "fields": { "created_at": "2024-11-19T16:40:00Z", "updated_at": "2026-04-13T19:00:49.967Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.RAMI SHAATH", "expected_result": "", "reference_number": "CMP-2024-11-3186", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The treating physician's approach was unprofessional. He did not give me time to ask more about my medical condition, did not explain any treatment plan to me, did not read any results to me, refused to listen to my concerns, and did not give me the full appointment time. My visit with him did not exceed a few minutes, and I did not benefit from the medical consultation. I want the treatment plan for my condition to be established and clarified.", "description": "The treating physician's approach was unprofessional. He did not give me time to ask more about my medical condition, did not explain any treatment plan to me, did not read any results to me, refused to listen to my concerns, and did not give me the full appointment time. My visit with him did not exceed a few minutes, and I did not benefit from the medical consultation. I want the treatment plan for my condition to be established and clarified.\n\n[Arabic]:\nالطبيب المعالج كان اسلوبه غير مهني ولم يعطني وقت للسؤال اكثر عن حالتي الطبية ولم يشرح لي اي خطة علاجية ولم يقرأ لي اي نتائج ورفض الاستماع لمخاوفي واعطائي وقت الموعد كاملا حيث ان زيارتي لديه لم تتجاوز الدقائق البسيطة ولم استفد من الاستشارة الطبية اريد وضع وتوضيح الخطة العلاجية لحالتي ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-18T21:00:00Z", "due_at": "2024-11-21T16:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-18T21:00:00Z", "explanation_received_at": "2024-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-19T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300120, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-19 00:00:00", "closed": null, "received": "2024-11-19 19:40:00", "resolved": "2024-11-20 00:00:00", "escalated": null, "first_reminder": "2024-11-20 00:00:00" }, "imported_at": "2026-04-13T22:00:49.963649", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3186", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 3186 } } }, { "model": "complaints.complaint", "pk": "4c90b6cb-a2e6-4215-b299-7ff10809dd6b", "fields": { "created_at": "2022-11-15T09:46:00Z", "updated_at": "2026-04-13T18:56:31.905Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "WALEED ALHANAKI", "expected_result": "", "reference_number": "CMP-2022-11-0543", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to window 11 to get the medication, and when I asked, I was asked to go back to the doctor to get a paper. The doctor told me that the prescriptions were being entered into the system, and when I went back to the employee, he told me (I was supposed to have been told that it was in the system, I should take another number and wait). I was treated unprofessionally by the employee.", "description": "I went to window 11 to get the medication, and when I asked, I was asked to go back to the doctor to get a paper. The doctor told me that the prescriptions were being entered into the system, and when I went back to the employee, he told me (I was supposed to have been told that it was in the system, I should take another number and wait). I was treated unprofessionally by the employee.\n\n[Arabic]:\n تم الذهب للشباك 11 لصرف العلاج وعند السؤال طلب مني الرجوع للدكتور ليتم اخذ ورقه حيث قام الدكتور باخباري ان الوصفات يتم ادخالها بالسستم وعند الرجوع للموظف قال لي ( المفترض تم اخباري انها نزلت بالسستم يجب اخذ رقم اخر والانتظار ) تم التعامل معي بطريقة غير مهنيه من قبل الموظف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-14T21:00:00Z", "due_at": "2022-11-17T09:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-14T21:00:00Z", "explanation_received_at": "2022-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30101894, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-15 00:00:00", "closed": null, "received": "2022-11-15 12:46:00", "resolved": "2022-11-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.895213", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0543", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 543 } } }, { "model": "complaints.complaint", "pk": "4ccc70ca-bb45-48d4-a3a7-a7794e1cf86b", "fields": { "created_at": "2022-10-05T08:04:00Z", "updated_at": "2026-04-13T18:56:16.993Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0335", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The baby was given formula milk, but this was not approved by the mother.", "description": "The baby was given formula milk, but this was not approved by the mother.\n\n[Arabic]:\nتم اعطاء الطفله حليب صناعي ولم يتم الموافقه على ذلك من قبل الام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-04T21:00:00Z", "due_at": "2022-10-07T08:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-04T21:00:00Z", "explanation_received_at": "2022-10-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209922, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-05 00:00:00", "closed": null, "received": "2022-10-05 11:04:00", "resolved": "2022-10-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:16.988014", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0335", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 335 } } }, { "model": "complaints.complaint", "pk": "4d24ae2d-6051-451f-8db5-fef23e96cd86", "fields": { "created_at": "2025-12-08T10:53:00Z", "updated_at": "2026-04-13T19:03:24.134Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5433", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am accompanying my mother in the ICU, Both the attending physician and the security manager\nhave approved my presence, Yesterday, two staff members behaved in an unprofessional manner by\nraising their voices and refusing to follow the agreed-upon procedures, They also asked me to move\nfrom the bed I was sitting at , While I am not concerned for my mother’s safety, my concern is for\nother patients who might be alone, I kindly request that the administration review this matter to\n.ensure a respe", "description": "I am accompanying my mother in the ICU, Both the attending physician and the security manager\nhave approved my presence, Yesterday, two staff members behaved in an unprofessional manner by\nraising their voices and refusing to follow the agreed-upon procedures, They also asked me to move\nfrom the bed I was sitting at , While I am not concerned for my mother’s safety, my concern is for\nother patients who might be alone, I kindly request that the administration review this matter to\n.ensure a respectful and safe environment for all patients and companions\n\n[Arabic]:\nأرافق والدتي في وحدة العناية المركزة، وقد وافق كل من الطبيب المعالج ومدير الأمن على وجودي.\n\nبالأمس، تصرف اثنان من الموظفين بطريقة غير مهنية، حيث\nرفعا أصواتهما ورفضا اتباع الإجراءات المتفق عليها. كما طلبا مني مغادرة السرير الذي كنت أجلس عليه.\n\nمع أنني لست قلقًا على سلامة والدتي، إلا أنني قلق على سلامة المرضى الآخرين الذين قد يكونون بمفردهم.\n\nلضمان بيئة آمنة ومحترمة لجميع المرضى ومرافقيهم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-10T10:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-08T10:53:00Z", "explanation_received_at": "2025-12-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5433, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "4d4f0740-9650-4e8d-a0e7-6aa989ad5d2a", "fields": { "created_at": "2023-07-25T15:41:00Z", "updated_at": "2026-04-13T18:57:59.906Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1464", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The blood type of the newborn was not shown, and it was stated that the result would not appear until after 4 months, which led to a delay in reporting the birth to the competent authority.", "description": "The blood type of the newborn was not shown, and it was stated that the result would not appear until after 4 months, which led to a delay in reporting the birth to the competent authority.\n\n[Arabic]:\nعدم ظهور فصيلة الدم للمولوده والافاده بان النتيجة لاتظهر الا بعد 4 اشهر مما ادى الى تاخر في تبليغ الولادة للجهه المختصه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-25T21:00:00Z", "due_at": "2023-07-27T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-25T21:00:00Z", "explanation_received_at": "2023-07-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30276836, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.4. Lab tests not performed" }, "timeline": { "sent": "2023-07-26 00:00:00", "closed": null, "received": "2023-07-25 18:41:00", "resolved": "2023-07-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.904444", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1464", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1464 } } }, { "model": "complaints.complaint", "pk": "4d73042a-9a1f-41d8-8260-9ba16267683f", "fields": { "created_at": "2022-09-26T13:52:00Z", "updated_at": "2026-04-13T18:56:08.227Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0237", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted on September 7, 2022, and underwent surgery to insert a feeding tube. She also suffers from quadriplegia. She was granted sick leave only during her hospitalization and not after discharge.", "description": "The patient was admitted on September 7, 2022, and underwent surgery to insert a feeding tube. She also suffers from quadriplegia. She was granted sick leave only during her hospitalization and not after discharge.\n\n[Arabic]:\nتم دخول المريضة بتاريخ 7-9-2022م وتم عمل عملية لها حيث تم تركيب انبوب للتغذية بالاضافة الى انها تعاني من شلل رباعي وتم اعطائها اجازة خلال فتره التنويم فقط ولم يتم اعطائها اجازه بعد الخروج .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-28T13:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20272371, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-26 16:52:00", "resolved": "2022-09-25 00:00:00", "escalated": null, "first_reminder": "2022-09-20 00:00:00" }, "imported_at": "2026-04-13T21:56:08.224858", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0237", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الباطنية", "main": "الطبي" }, "original_complaint_num": 237 } } }, { "model": "complaints.complaint", "pk": "4d88dfbf-f5d6-41a8-96d9-d6cbd187e463", "fields": { "created_at": "2025-07-30T12:22:00Z", "updated_at": "2026-04-13T19:02:25.924Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تنسيق الاسنان ", "expected_result": "", "reference_number": "CMP-2025-07-4550", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that no appointment has been scheduled for the dental clinic.\"\n\n", "description": "\"The patient states that no appointment has been scheduled for the dental clinic.\"\n\n\n\n[Arabic]:\nيفيد المراجع بانه لم يتم تحديد موعد لعيادة الاسنان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-01T12:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-30T12:22:00Z", "explanation_received_at": "2025-07-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4550, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "4da453b6-287e-4359-9e90-70bb38e455dc", "fields": { "created_at": "2025-01-06T12:59:00Z", "updated_at": "2026-04-13T19:01:11.204Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3467", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse is wearing a strong-scented perfume, and the patient is complaining of asthma and allergies. Additionally, attempts to communicate with the nursing department have not been met with any respons", "description": "The nurse is wearing a strong-scented perfume, and the patient is complaining of asthma and allergies. Additionally, attempts to communicate with the nursing department have not been met with any respons\n\n[Arabic]:\nاستخدام الممرضه عطر والمريض المنوم لديه اللتهاب رئوي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-08T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-06T12:59:00Z", "explanation_received_at": "2025-01-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3467, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "4dc71be4-3b63-4059-82fc-b82533b1d517", "fields": { "created_at": "2023-08-31T08:18:00Z", "updated_at": "2026-04-13T18:58:10.727Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1568", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload the weapon inspection report via the website", "description": "Failure to upload the weapon inspection report via the website\n\n[Arabic]:\nعدم رفع تقرير فحص السلاح عن طريق الموقع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-30T21:00:00Z", "due_at": "2023-09-02T08:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-30T21:00:00Z", "explanation_received_at": "2023-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1051749297, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-08-31 00:00:00", "closed": null, "received": "2023-08-31 11:18:00", "resolved": "2023-08-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.717402", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1568", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1568 } } }, { "model": "complaints.complaint", "pk": "4e3c77ad-f0e0-48ad-afd4-0afdb65a90f7", "fields": { "created_at": "2025-06-17T16:40:00Z", "updated_at": "2026-04-13T19:02:11.412Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية ", "expected_result": "", "reference_number": "CMP-2025-06-4324", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " \"A medical procedure costing approximately 200,000 Saudi Riyals was performed without informing me of the associated cost. This procedure led to complications that resulted in death.\"", "description": " \"A medical procedure costing approximately 200,000 Saudi Riyals was performed without informing me of the associated cost. This procedure led to complications that resulted in death.\"\n\n[Arabic]:\nعدم التوضيح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-19T16:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-17T16:40:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4324, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "4e7227f3-1919-4d51-9dd5-5493b4f71e28", "fields": { "created_at": "2023-08-24T06:35:00Z", "updated_at": "2026-04-13T18:58:10.196Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1549", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient (a childbirth case) was brought in, but the hospital refused to admit her, even though we had a referral form from the security forces.", "description": "The patient (a childbirth case) was brought in, but the hospital refused to admit her, even though we had a referral form from the security forces.\n\n[Arabic]:\nتم حضور المريضه (حالة ولادة ) وتم رفض استقبال الحالة من قبل المستشفى علماً انه كان لدينا ورقة تحويل من قبل قوى الامن . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-23T21:00:00Z", "due_at": "2023-08-26T06:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-23T21:00:00Z", "explanation_received_at": "2023-08-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30225100, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2023-08-24 00:00:00", "closed": null, "received": "2023-08-24 09:35:00", "resolved": "2023-08-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.194370", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1549", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1549 } } }, { "model": "complaints.complaint", "pk": "4e9f25e6-ee3e-46a8-9b12-4a1969e7a4c2", "fields": { "created_at": "2023-06-06T09:30:00Z", "updated_at": "2026-04-13T18:57:48.825Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. LAMYA SAID SULAIMAN ", "expected_result": "", "reference_number": "CMP-2023-06-1317", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was not examined properly, and there was an unprofessional and uncivil attitude from the internal medicine doctor. The patient is suffering from heart palpitations and severe pallor in the lips. The doctor refused to conduct vitamin tests, providing no clear reason for this refusal.", "description": "The patient was not examined properly, and there was an unprofessional and uncivil attitude from the internal medicine doctor. The patient is suffering from heart palpitations and severe pallor in the lips. The doctor refused to conduct vitamin tests, providing no clear reason for this refusal.\n\n[Arabic]:\nلم يتم فحص المريضه بالطريقة الصحيحه اسلوب غير لبق - غير حضاري من د - طب باطنيه / المراجعة تعاني من\nخفقان في القلب وخمول بياض شديد في الشفتان رفض اخذ تحاليل فايتمنات من قبل الدكتوره مع سبب غير\nواضح", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-05T21:00:00Z", "due_at": "2023-06-08T09:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-05T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 556366641, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-06 00:00:00", "closed": "2023-06-11 00:00:00", "received": "2023-06-06 12:30:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:48.814928", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1317", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1317 } } }, { "model": "complaints.complaint", "pk": "4eb5bca3-8447-485b-86c0-a592bae24fed", "fields": { "created_at": "2023-03-21T09:13:00Z", "updated_at": "2026-04-13T18:57:18.929Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MUSAAB ALRHILI", "expected_result": "", "reference_number": "CMP-2023-03-1048", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A cosmetic procedure was performed and the post-operative results are unsatisfactory, despite the doctor being consulted many times. There is no final response and the patient is treated poorly in an unacceptable manner. Note that pictures have been attached illustrating what has been mentioned.\n", "description": "A cosmetic procedure was performed and the post-operative results are unsatisfactory, despite the doctor being consulted many times. There is no final response and the patient is treated poorly in an unacceptable manner. Note that pictures have been attached illustrating what has been mentioned.\n\n\n[Arabic]:\nتم عمل اجراء تجميلي ونتائج ما بعد العمليه غير مرضيه بالرغم من مراجعة الطبيب مرات عديده ولكن لا يوجد تجاوب نهائي وسوء تعامل مع المراجع بطريقه غير مقبوله علما انه تم ارفاق صور توضح ماتم ذكره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-07T21:00:00Z", "due_at": "2023-03-23T09:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-04-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254419, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-04-08 00:00:00", "closed": "2023-04-09 00:00:00", "received": "2023-03-21 12:13:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.920936", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1048", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة التجميلية", "main": "الطبي" }, "original_complaint_num": 1048 } } }, { "model": "complaints.complaint", "pk": "4ec48150-9ac8-4f1d-9eb3-212f19c24458", "fields": { "created_at": "2022-11-26T08:47:00Z", "updated_at": "2026-04-13T18:56:33.378Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0587", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I wasn't informed about leaving until 11 PM. At noon I asked them and they said leaving was tomorrow at noon.", "description": "I wasn't informed about leaving until 11 PM. At noon I asked them and they said leaving was tomorrow at noon.\n\n[Arabic]:\n لم يتم ابلاغي في الخروج الا ساعه ١١ فليل في الظهر سالتهم قالو الخروج غدا الظهر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-27T21:00:00Z", "due_at": "2022-11-28T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-27T21:00:00Z", "explanation_received_at": "2022-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 596699166, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-28 00:00:00", "closed": null, "received": "2022-11-26 11:47:00", "resolved": "2022-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.375051", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0587", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 587 } } }, { "model": "complaints.complaint", "pk": "4ef312eb-c7f1-4e17-bbc3-d221f948285d", "fields": { "created_at": "2025-11-05T14:48:00Z", "updated_at": "2026-04-13T19:03:12.608Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MALAK ALANAZI", "expected_result": "", "reference_number": "CMP-2025-11-5221", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's dissatisfaction with the specialist Malak's manner while providing the service.\"", "description": "\"The patient's dissatisfaction with the specialist Malak's manner while providing the service.\"\n\n[Arabic]:\nاستياء المريضه من اسلوب الاخصائيه ملك اثناء تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-07T14:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-05T14:48:00Z", "explanation_received_at": "2025-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5221, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "4f19e6ae-20ef-4147-a1d5-a2f5fe584c5f", "fields": { "created_at": "2023-09-12T17:49:00Z", "updated_at": "2026-04-13T18:58:19.676Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2023-09-1605", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": " Bad behavior from the doctor", "description": " Bad behavior from the doctor\n\n[Arabic]:\n سلوك سيئ من الدكتور", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-16T21:00:00Z", "due_at": "2023-09-14T17:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-16T21:00:00Z", "explanation_received_at": "2023-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30165874, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-09-17 00:00:00", "closed": " ", "received": "2023-09-12 20:49:00", "resolved": "2023-09-19 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.663330", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1605", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 1605 } } }, { "model": "complaints.complaint", "pk": "4f246d0d-491a-4044-bfda-b23513cd712b", "fields": { "created_at": "2024-09-09T15:29:00Z", "updated_at": "2026-04-13T19:00:27.699Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2024-09-2890", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "After leaving the emergency department (pharmacy), I was informed that there was an outstanding amount despite all bills having been paid.", "description": "After leaving the emergency department (pharmacy), I was informed that there was an outstanding amount despite all bills having been paid.\n\n[Arabic]:\nتم التواصل بعد الخروج من قسم الطوارى (الصيدلية ) بإن يوجد مبلغ مستحق رغم دفع جميع الفواتير .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 1, "subsection": 53, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-08T21:00:00Z", "due_at": "2024-09-11T15:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-09T21:00:00Z", "second_reminder_sent_at": "2024-09-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-08T21:00:00Z", "explanation_received_at": "2024-09-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30343539, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-09-09 00:00:00", "closed": null, "received": "2024-09-09 18:29:00", "resolved": "2024-09-11 00:00:00", "escalated": null, "first_reminder": "2024-09-10 00:00:00" }, "imported_at": "2026-04-13T22:00:27.691976", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2890", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "صيدلية الطوارئ", "main": "الطبي" }, "original_complaint_num": 2890 } } }, { "model": "complaints.complaint", "pk": "4f3bb663-13ae-42d4-9fa8-1b63411da920", "fields": { "created_at": "2024-09-16T15:25:00Z", "updated_at": "2026-04-13T19:00:28.234Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2915", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance approved the procedure, which involved stent placement with endoscopy. However, the endoscope was not used during the procedure, as the doctor stated the ureter was narrowed, and only the stent was placed. The insurance company was not informed that the endoscope was not used until over a month later. The patient returned to have the stent removed, and the doctor requested another endoscopy, citing the same reasons. The insurance company approved only the stent removal, but the end", "description": "The insurance approved the procedure, which involved stent placement with endoscopy. However, the endoscope was not used during the procedure, as the doctor stated the ureter was narrowed, and only the stent was placed. The insurance company was not informed that the endoscope was not used until over a month later. The patient returned to have the stent removed, and the doctor requested another endoscopy, citing the same reasons. The insurance company approved only the stent removal, but the endoscopy was refused, with the explanation that a previous request for the same procedure had already been submitted.\n\n[Arabic]:\n تم الموافقة من قبل التامين على اجراء العملية بتركيب دعامه مع المنظار واثناء العملية لم يتم استخدام المنظار بناء على كلام الدكتور ان الحالب ضيق وتم الاكتفاء بتركيب الدعامه فقط ولم يذكر لتامين انه لم يستخدم المنظار الا بعد مرور شهر واكثر تم الحضور لفك الدعامه وقام الطبيب برفع طلب منظار اخر وذكر الاسباب السابقه تمت الموافقه من قبل التامين على شيل الدعامه فقط والمنظار تم رفضه وتوضيح انه تم رفع طلب سابق لنفس الاجراء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-15T21:00:00Z", "due_at": "2024-09-18T15:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-15T21:00:00Z", "explanation_received_at": "2024-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30338276, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-09-16 00:00:00", "closed": null, "received": "2024-09-16 18:25:00", "resolved": "2024-09-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.229227", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2915", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية", "main": "الطبي" }, "original_complaint_num": 2915 } } }, { "model": "complaints.complaint", "pk": "4fa8ddbe-f34b-4780-9630-39bc1030aed3", "fields": { "created_at": "2022-09-25T17:51:00Z", "updated_at": "2026-04-13T18:56:08.008Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAHAR ABDULFATTAH", "expected_result": "", "reference_number": "CMP-2022-09-0014", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On August 24, 2022, I arrived at the hospital before my son's scheduled appointment at 8:30. I waited for a long time and was not called to enter. When I went to the nurse, she said I was going in after the patient already there, but I still wasn't called. I went to reception and told them that the doctor hadn't called me in. Then the receptionist told me that my son's appointment was at 7:30, not 8:30, and that the doctor wouldn't be seeing my son. I hadn't been informed of this beforehand by r", "description": "On August 24, 2022, I arrived at the hospital before my son's scheduled appointment at 8:30. I waited for a long time and was not called to enter. When I went to the nurse, she said I was going in after the patient already there, but I still wasn't called. I went to reception and told them that the doctor hadn't called me in. Then the receptionist told me that my son's appointment was at 7:30, not 8:30, and that the doctor wouldn't be seeing my son. I hadn't been informed of this beforehand by reception or the doctor's office.\n\n[Arabic]:\nبتارخ 24-08-2022م حظرت الى المستشفى قبل موعد ابني المحدد الساعه 8:30 وتم انتظاري لفترة طويلة من الوقت ولم يتم مناداتي للدخول وعند الذهاب للممرضه افادت بدخولي بعد المريض الموجود ولكن لم\nتتم مناداتي وذهبت للاستقبال وافدتهم ان الدكتور لم يناديني للدخول بعد ذلك افادني موظف الاستقبال ان موعد ابني 7:30 وليس 8:30 وان الدكتور لن يقوم باستقبال ابني ولم يتم اخباري بذلك مسبقا من قبل الاستقبال او من قبل عيادة الطبيب. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-09-27T17:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": "2022-09-23T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30206800, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-09-25 20:51:00", "resolved": "2022-12-29 00:00:00", "escalated": "2022-09-24 00:00:00", "first_reminder": "2022-08-30 00:00:00" }, "imported_at": "2026-04-13T21:56:08.004085", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0014", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 14 } } }, { "model": "complaints.complaint", "pk": "5009b7aa-b670-4e52-9df2-fb81ed94c2a6", "fields": { "created_at": "2023-06-13T13:18:00Z", "updated_at": "2026-04-13T18:57:49.610Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2023-06-1350", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "I was diagnosed by the treating doctor with vaginal inflammation, even though she did not examine or perform a check-up on me. Tests were conducted, and I submitted a urine sample following the doctor's written diagnosis.", "description": "I was diagnosed by the treating doctor with vaginal inflammation, even though she did not examine or perform a check-up on me. Tests were conducted, and I submitted a urine sample following the doctor's written diagnosis.\n\n[Arabic]:\nتم تشخيصي من قبل الطبيبه المعالجه بوجود التهابات مهبليه مع انها لم تكشف ولم تقوم بالفحص علي وتم عمل التحاليل وتسليم عينة البول بعد التشخيص المكتوب من قبل الطبيبه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-14T21:00:00Z", "due_at": "2023-06-15T13:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-16T21:00:00Z", "second_reminder_sent_at": "2023-06-25T21:00:00Z", "escalated_at": "2023-07-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-06-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30253129, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-15 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-13 16:18:00", "resolved": null, "escalated": "2023-07-19 00:00:00", "first_reminder": "2023-06-17 00:00:00" }, "imported_at": "2026-04-13T21:57:49.598627", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1350", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1350 } } }, { "model": "complaints.complaint", "pk": "5017d778-bff3-4159-abc2-e531147b1fd7", "fields": { "created_at": "2022-09-12T16:10:00Z", "updated_at": "2026-04-13T18:56:06.079Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED SAMEER AL RAHHAL", "expected_result": "", "reference_number": "CMP-2022-09-0106", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "A nose cauterization procedure was performed on 18-5-2022 by Dr. Muhammad Al-Rahal, and I encountered a problem of a cartilage perforation after the procedure, knowing that an X-ray was performed before the procedure showing that there was no perforation.", "description": "A nose cauterization procedure was performed on 18-5-2022 by Dr. Muhammad Al-Rahal, and I encountered a problem of a cartilage perforation after the procedure, knowing that an X-ray was performed before the procedure showing that there was no perforation.\n\n[Arabic]:\nتم عمل اجراء عملية كوي خشم بتاريخ 18-5-2022م لدى الطبيب محمد الرحال وواجهت مشكله ثقب في الغضروف بعد اجراء العملية مع العلم بأنه تم عمل اشعة قبل العملية بعدم وجود الثقب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-14T16:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-19T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30198870, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.13.Surgical complications" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-12 19:10:00", "resolved": "2022-09-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.074302", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0106", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 106 } } }, { "model": "complaints.complaint", "pk": "504fa88b-9e93-40d0-8745-8746da813959", "fields": { "created_at": "2023-11-14T10:42:00Z", "updated_at": "2026-04-13T18:58:43.364Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6722-DAAD ZOUKAN KARKOUT ", "expected_result": "", "reference_number": "CMP-2023-11-1848", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in processing sick leave application", "description": "Delay in processing sick leave application\n\n[Arabic]:\nتاخير في رفع الاجازة المرضيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-16T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30215932, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-14 13:42:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.361220", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1848", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1848 } } }, { "model": "complaints.complaint", "pk": "50685b63-4e7d-4014-9d6c-7c09b97a8c36", "fields": { "created_at": "2023-03-01T08:47:00Z", "updated_at": "2026-04-13T18:57:08.500Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr YAMINE KERARMA", "expected_result": "", "reference_number": "CMP-2023-02-0814", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "01173891-32ad-4ef8-9171-cd64a25e607c", "title": "On January 24, 2023, I took my daughter to Dr. Yamin. After explaining that she might have contracted an infection from her brother, who was suffering from severe throat congestion, the doctor examined her and asked me to admit her, claiming he didn't know what was wrong with her and suspected meningitis or pneumonia. This caused panic, but after putting my trust in God, I refused to admit her. He then ordered a chest x-ray and a urine test. She went to the clinic and was diagnosed with acute ph", "description": "On January 24, 2023, I took my daughter to Dr. Yamin. After explaining that she might have contracted an infection from her brother, who was suffering from severe throat congestion, the doctor examined her and asked me to admit her, claiming he didn't know what was wrong with her and suspected meningitis or pneumonia. This caused panic, but after putting my trust in God, I refused to admit her. He then ordered a chest x-ray and a urine test. She went to the clinic and was diagnosed with acute pharyngitis.\n\n[Arabic]:\n24 يناير 2023 احضرت ابنتي للدكتور يمين وبعد شرحي له انها من الممكن انها انتقلت لها عدوى من اخيها الذي كان مريض باحتقان حاد بالبلعوم قام الدكتور بفحصها وطلب مني ان ادخلها للتنويم بحجه انه لايعلم مابيها وتوقع ان يكون بها مرض السحايه او التهاب الصدر مما اثار الهلع وبعد التوكل على الله تم رفضي للتنويم حيث طلب مني اشعه الصدر وتحليل بول فذهبت للمستوصف وتم تشخيصها بالتهاب حاد بالبلعوم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-28T21:00:00Z", "due_at": "2023-03-03T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-28T21:00:00Z", "explanation_received_at": "2023-03-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": "2023-03-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30248591, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.1.3. Not having enough knowledge regarding the patient condition" }, "timeline": { "sent": "2023-03-01 00:00:00", "closed": null, "received": "2023-03-01 11:47:00", "resolved": "2023-03-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.485303", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0814", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 814 } } }, { "model": "complaints.complaint", "pk": "507ac6f2-6f04-47c4-85cb-08f708909f43", "fields": { "created_at": "2022-10-08T11:53:00Z", "updated_at": "2026-04-13T18:56:17.619Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0345", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 3 Oct 2022 in the emergency department the nurse took a swab from my baby and they told the result will appear after two days. I came after two days but they didn’t send the swap to the lab and they let me to payed again and do it for my baby again . ", "description": "On 3 Oct 2022 in the emergency department the nurse took a swab from my baby and they told the result will appear after two days. I came after two days but they didn’t send the swap to the lab and they let me to payed again and do it for my baby again . \n\n[Arabic]:\nفي 3 أكتوبر 2022، أخذت الممرضة مسحة من طفلي في قسم الطوارئ، وأخبروني أن النتيجة ستظهر بعد يومين. عدتُ بعد يومين، لكنهم لم يرسلوا المسحة إلى المختبر، وطلبوا مني إعادة المسحة لطفلي مرة أخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-07T21:00:00Z", "due_at": "2022-10-10T11:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-08T21:00:00Z", "second_reminder_sent_at": "2022-10-09T21:00:00Z", "escalated_at": "2022-10-10T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-07T21:00:00Z", "explanation_received_at": "2022-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30079070, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2022-10-08 00:00:00", "closed": null, "received": "2022-10-08 14:53:00", "resolved": "2022-10-29 00:00:00", "escalated": "2022-10-11 00:00:00", "first_reminder": "2022-10-09 00:00:00" }, "imported_at": "2026-04-13T21:56:17.610757", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0345", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 345 } } }, { "model": "complaints.complaint", "pk": "508c5c88-9014-4e9a-a816-19ac0cd5e0ba", "fields": { "created_at": "2025-10-11T21:09:00Z", "updated_at": "2026-04-13T19:03:00.806Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDELHAMID ALI ABDELHAMID SHAMA", "expected_result": "", "reference_number": "CMP-2025-10-5067", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complainant stated that there was an error in the report regarding the injury he sustained at work, as the report incorrectly indicated that the injury occurred at home.", "description": "The complainant stated that there was an error in the report regarding the injury he sustained at work, as the report incorrectly indicated that the injury occurred at home.\n\n[Arabic]:\nافاد المشتكي بوجود خطا في التقرير بشان الاصابه التي تعرض لها في عمله وقد تم كتابة التقرير انها في المنزل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-13T21:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-11T21:09:00Z", "explanation_received_at": "2025-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5067, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "5096ed84-9d78-48d3-93d8-073c61dd71e4", "fields": { "created_at": "2025-10-14T12:40:00Z", "updated_at": "2026-04-13T19:03:01.455Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5085", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد المريض ان حين وصوله قد وضح بانه يريد طبيب مختص للعمود الفقري وتم ادخاله الى طبيب عظام اخرغير مختص بالعمود الفقري ", "description": "يفيد المريض ان حين وصوله قد وضح بانه يريد طبيب مختص للعمود الفقري وتم ادخاله الى طبيب عظام اخرغير مختص بالعمود الفقري ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-16T12:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-14T12:40:00Z", "explanation_received_at": "2025-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5085, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "50ce44c5-7ea6-4608-985e-7d42f9be05bb", "fields": { "created_at": "2025-05-20T11:02:00Z", "updated_at": "2026-04-13T19:02:00.215Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية ", "expected_result": "", "reference_number": "CMP-2025-05-4199-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-22T11:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-20T11:02:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4199, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "50d77152-28a2-4184-9f53-617b50603a21", "fields": { "created_at": "2025-05-23T13:31:00Z", "updated_at": "2026-04-13T19:02:00.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اقسم الامن ", "expected_result": "", "reference_number": "CMP-2025-05-4208", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Three 21-carat gold jewelry items were reported missing. A security officer was called in and took a statement, including the estimated timeframe during which the incident may have occurred — from 9:00 PM on 22/05/2025 until 10:00 AM the following day. During that period, the room was visited multiple times by hospital staff for various reasons.\n\nThe on-duty manager was informed of the need to check the waste container, as it is possible that during room cleaning, the tissue containing the gold ", "description": "Three 21-carat gold jewelry items were reported missing. A security officer was called in and took a statement, including the estimated timeframe during which the incident may have occurred — from 9:00 PM on 22/05/2025 until 10:00 AM the following day. During that period, the room was visited multiple times by hospital staff for various reasons.\n\nThe on-duty manager was informed of the need to check the waste container, as it is possible that during room cleaning, the tissue containing the gold items was accidentally discarded in the trash. This step was taken as a precaution before escalating the matter to the police. However, no results were achieved, and at 4:15 PM I was informed that it would not be possible to identify the staff members who were present during that timeframe except through security cameras, and the person responsible for the cameras was unavailable on Friday. I was later informed that all the waste was compacted immediately after being removed from the room.\n\nAn attempt was made to ask the on-duty manager to coordinate with the support services supervisor, and I expressed my willingness to search myself before escalating the issue, but again, without results.\n\nIt is worth noting that the estimated market value of the missing items is approximately SAR 12,000, more or less depending on the current gold price.\n\nAccordingly, this report has been filed to document the incident and work toward a resolution. If no result is reached, the matter will be escalated to the relevant authorities\n\n[Arabic]:\nقصور بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-25T13:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-23T13:31:00Z", "explanation_received_at": "2025-05-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4208, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "50e7dd29-73f1-4b13-b2ed-fba265418a4b", "fields": { "created_at": "2024-08-15T11:01:00Z", "updated_at": "2026-04-13T19:00:17.362Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSSARI", "expected_result": "", "reference_number": "CMP-2024-08-2815", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited a dermatology clinic, and after an examination by the doctor, a dose of cortisone was prescribed based solely on a visual inspection. However, no allergy test was performed to confirm whether or not I had an allergy, despite my request for an allergy test before the cortisone dose was prescribed.", "description": "I visited a dermatology clinic, and after an examination by the doctor, a dose of cortisone was prescribed based solely on a visual inspection. However, no allergy test was performed to confirm whether or not I had an allergy, despite my request for an allergy test before the cortisone dose was prescribed.\n\n[Arabic]:\nتم زيارة عيادات الجلدية وبعد الفحص من الطبيب بمجرد النظر تم صرف جرعة كرتزون علما انه لم يتم عمل اي اختبار حساسية حتى يتم التأكد من وجود حساسية او عدمه رغم طلبي لعمل فحص الحساسية قبل صرف جرعة الكرتزون", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-14T21:00:00Z", "due_at": "2024-08-17T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-14T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30336896, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-08-15 00:00:00", "closed": null, "received": "2024-08-15 14:01:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.357424", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2815", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 2815 } } }, { "model": "complaints.complaint", "pk": "50fadb26-f14c-4f31-a947-c5265dbcf357", "fields": { "created_at": "2025-01-02T18:07:00Z", "updated_at": "2026-04-13T19:01:10.915Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. عزه بشير ", "expected_result": "", "reference_number": "CMP-2025-01-3451", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor referred the patient to another doctor.\"", "description": "\"The doctor referred the patient to another doctor.\"\n\n[Arabic]:\nتحويل الدكتوره المراجعه لطبيب اخر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-04T18:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-02T18:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3451, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "517e15c8-a959-4956-a184-d1b563d1cf12", "fields": { "created_at": "2023-11-05T10:49:00Z", "updated_at": "2026-04-13T18:58:41.605Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1799", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Sunday night, after midnight, I brought my son to the emergency room for a hypoglycemic episode. Upon arrival, I requested that he be given the emergency hypoglycemic injection (Glacagon). He was given only glucose from 12:30 AM until 3:00 AM. It is generally understood that after his condition stabilizes, he should be given a light meal to further stabilize his blood sugar. However, the Egyptian doctor insisted on placing him in the intensive care unit, claiming that the unit had concentrate", "description": "On Sunday night, after midnight, I brought my son to the emergency room for a hypoglycemic episode. Upon arrival, I requested that he be given the emergency hypoglycemic injection (Glacagon). He was given only glucose from 12:30 AM until 3:00 AM. It is generally understood that after his condition stabilizes, he should be given a light meal to further stabilize his blood sugar. However, the Egyptian doctor insisted on placing him in the intensive care unit, claiming that the unit had concentrated glucose! My son was sitting with us, perfectly healthy, and only needed a light meal. I refused this and ordered a meal for him from outside the hospital, which he ate while in perfect health. We left the hospital in good health. My complaint is as follows: 1. The hypoglycemic episode was treated solely with glucose. 2. The child's blood sugar fluctuated for three hours, with consecutive drops due to the doctor's negligence in providing a meal to restore his energy and stabilize his blood sugar. Only my intervention stabilized the child's blood sugar. The Egyptian doctor insisted on admitting the child to the ICU despite his perfect health, citing the unconvincing reason of having concentrated glucose in the ICU. If there was indeed concentrated glucose, it should have been in the emergency room! She also neglected to provide the child with any meal. The Egyptian doctor even spoke in front of the patient, insisting on his admission, claiming that if he were discharged, it would be life-threatening! He listened to her, and now for a whole week everyone has been trying to make him forget that word.\n\nThere's no danger to his life, but my son was psychologically harmed by it. When we refused to admit him to intensive care, she gave us a report saying the child's condition was critical and that, God forbid, we might cause his death. He's in his room, eating his meals, perfectly healthy, thank God. I will hire a lawyer to pursue all the psychological harm the doctor caused with her words in front of the child. I personally escorted the doctor out of the room in front of everyone. I hope we choose doctors with high medical integrity and fear of God, who won't exploit people's illnesses and pain for financial gain without considering the patient's feelings. God is the best protector, not you. We entrust our health and the health of our loved ones to God. Sufficient for us is God, and He is the best Disposer of affairs.\n\n[Arabic]:\n في يوم الاحد بعد منتصف الليل احضرت ولدي إلى الطوارئ نوبة إنخفاض سكر وقد طلبت اول دخولي إعطاء\nالطفل إبرة الطوارئ الخاصه بإنخفاض السكر (الجلاجاكون) وتم إعطاء المريض الجلوكوز فقط من الساعه ١٢\nونصف حتى الساعه ٣ الفجر فقط جلوكوز ومن المفترض بعد استقرار وضع المريض يتم أعطاؤة مباشره وجبه\nخفيفه حتى يستقر السكر وهذا الشي معروف عند الجميع وحضرت الدكتوره من الجنسيه المصريه وتصر ع ان\nتضع الطفل في العنايه وسببها بأن العنايه فيها جلوكوز مركز!!! والطفل جالس معنا بأتم صحه وكان فقط يحتاج\nوجبه خفيفه تم رفضي للموضوع وطلبت للطفل من خارج المستشفى وجبه وتن تناولها وهو بأتم صحه وخرجنا ع\nخير منهم الشكوى كالآتي :١ طريقة التعامل مع الانخفاص كان فقط بالجلوكوز ٢؛ تذبذب السكر لمدة ثلاث ساعات\nانخفاضات متتاليه لعدم حرص الطبيب تناوله وجبه لتعيد للطفل نشاطه واستقرار سكره وكان فقط تدخلي هو من\nجعل الطفل يستقر السكرعنده ٣ : اصرار الدكتوره من الجنسيه المصريه ان تدخل الطفل العنايه وهو بكامل\nصحته والسبب الغير مقنع وجود جلوكوز مركز في العنايه والأحرى اذا صحيح هناك جلوكوز مركز تواجده في\nالمكان الصحيح الطوارئ!!!!ولم تحرص ع اعطاء الطفل وجبه اطلاقآ :٤ الدكتوره المصريه تكلمت أمام المريض\nتصر على تنويمه لو طلعتوه خطر ع حياته!!!! وهو يسمع لها والآن أسبوع كامل الجميع يحاول ان ننسيه هذي الكلمه\nوأنا ليس هناك خطوره ع حياته وتأذى أبني نفسيآ منها :٤ عند الرفض وعدم ادخاله للعنايه اعطتنا تقرير بأن حالة\nالطفل حرجه وقد لاقدر االله ان نتسبب في وفاته وهو في الغرفة يتناول وجبته بكامل صحته والحمدالله سوف اقوم\nبتوكيل محامي يتابع كل الاذى النفسي الذي تسببت به الدكتوره في كلامها امام الطفل وتم إخراج الدكتوره من قبلي\nخارج الغرفه امام الجميع اتمنى اختيار من عندهم أمانه طبيه عاليه وخوف من االله وعدم استغلال امراض الناس\nووجعهم للحصد المادي دون مراعاة مشاعر المريض واالله خير الحافظين وليس انتو من يحفظ لنا صحتنا\nواحبابنا وحسبنا االله ونعم الوكيل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-01T21:00:00Z", "due_at": "2023-11-07T10:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-01T21:00:00Z", "explanation_received_at": "2023-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 443058105, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-02 00:00:00", "closed": null, "received": "2023-11-05 13:49:00", "resolved": "2023-12-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.596801", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1799", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1799 } } }, { "model": "complaints.complaint", "pk": "5187f4f2-8bbe-45d2-94f8-2b1f9235c7d3", "fields": { "created_at": "2024-01-17T15:32:00Z", "updated_at": "2026-04-13T18:59:07.451Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr YAMINE KERARMA", "expected_result": "", "reference_number": "CMP-2024-01-2083", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "01173891-32ad-4ef8-9171-cd64a25e607c", "title": "I consulted two doctors in the Pediatrics Department to examine my son, who was suffering from cough and fever. After an X-ray was performed, it was found that he had acute pneumonia. The doctors’ opinion was to give him regular medication. Despite our request to one of the two doctors to check my son’s oxygen level, she refused, claiming that she could recognize oxygen deficiency in a child with her naked eye due to her experience and that he did not show any symptoms. She asked us to go to the", "description": "I consulted two doctors in the Pediatrics Department to examine my son, who was suffering from cough and fever. After an X-ray was performed, it was found that he had acute pneumonia. The doctors’ opinion was to give him regular medication. Despite our request to one of the two doctors to check my son’s oxygen level, she refused, claiming that she could recognize oxygen deficiency in a child with her naked eye due to her experience and that he did not show any symptoms. She asked us to go to the Emergency Department to receive the medications.\nWhen we went to the Emergency Department, they performed the routine procedure, which is checking SpO2. It turned out that my two-year-old child’s oxygen level was 81! Accordingly, he was immediately transferred to the Intensive Care Unit and was hospitalized for 5 days!! I cannot imagine what would have happened if I had listened to them and not followed my instinct to request an oxygen check!\nCurrently, I hope that checking oxygen and blood pressure will become a routine and mandatory procedure before every visit and before entering the doctor’s office (as is customary worldwide). I also hope that doctors will use the medical tools available to them instead of relying solely on their naked eyes whenever possible.\n\n[Arabic]:\n راجعت اثنين من الاطباء بقسم الاطفال بغرض فحص ابني الذي يعاني من السعال والحراره و بعد عمل صوره\nاشعه تبين ان لديه التهاب حاد بالرئه . كان رأي الاطباء اعطاؤه دواء عادي و رغم طلبنا من احد الطبيبين فحص\nالاكسجين لابني الا انها رفضت بدعوى انها يمكنها تمييز نقص الاكسجين عند الطفل بعينها المجرده بسبب خبرتها\nو انه لا يظهر عليه اي اعراض . و طلبت منا مراجعه الطواريء لصرف الادويه و عندما راجعنا الطواريء قامو بعمل\nالاجراء الروتيني و هو فحص ال2spo تبين ان مستوى الاكسجين لدى طفلي ذو العامين هو ٨١ ! و بناء عليه تم\nتحويله مباشره للعنايه المركزه و رقد بالمستشفى لمدة ٥ ايام !! لا يمكنني تخيل ما كان سيحصل لو اني سمعت\nكلامهم ولم اتبع حدسي و اطلب فحص الاكسجين! \nحاليا اتمنى ان يكون فحص الاكسجين والضغط اجراء روتيني و اجباري قبل كل مراجعه وقبل الدخول عند الطبيب ( كما هو\nمتعارف عليه بكل العالم). و ان يستعمل الاطباء الادوات الطبيه المتاحه لهم بدلا من اتباع اعينهم المجرده ان امكن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-17T21:00:00Z", "due_at": "2024-01-19T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-19T21:00:00Z", "second_reminder_sent_at": "2024-01-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-17T21:00:00Z", "explanation_received_at": "2024-01-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30309788, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-17 18:32:00", "resolved": "2024-01-24 00:00:00", "escalated": null, "first_reminder": "2024-01-20 00:00:00" }, "imported_at": "2026-04-13T21:59:07.439672", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2083", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 2083 } } }, { "model": "complaints.complaint", "pk": "518b404d-a00d-416b-b9b4-e758cf10973c", "fields": { "created_at": "2025-06-09T11:12:00Z", "updated_at": "2026-04-13T19:02:09.946Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارئ", "expected_result": "", "reference_number": "CMP-2025-06-4274", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room and was told that the case was not being admitted and that the service was not being provided.", "description": "I went to the emergency room and was told that the case was not being admitted and that the service was not being provided.\n\n[Arabic]:\nحضرت للطوارى وتم اخباري بعدم استقبال الحالة وعدم تقديم الخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-11T11:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-09T11:12:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4274, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "51acdd8a-2b07-477c-bc3d-51023fc658d2", "fields": { "created_at": "2025-01-20T10:18:00Z", "updated_at": "2026-04-13T19:01:13.377Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.خالد الحسيني", "expected_result": "", "reference_number": "CMP-2025-01-3561", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor raised their voice and refused to attend to the patient\n\n\n\n", "description": "The doctor raised their voice and refused to attend to the patient\n\n\n\n\n\n[Arabic]:\nرفع الصوت وعدم استقبال حالتي من قبل الطبيب المعالج ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-22T10:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-20T10:18:00Z", "explanation_received_at": "2025-01-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3561, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "51b19550-2da7-4d2d-af90-03f17852dda0", "fields": { "created_at": "2024-12-02T13:20:00Z", "updated_at": "2026-04-13T19:00:59.736Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3266", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended yesterday, 01/12/2024, and the doctor prescribed a swab test. I paid 175 (cash) to the receptionist, who told me to go to the lab and hand in the sample. I went to the lab and submitted the sample. The next day, I received a call informing me that another sample had been taken, but I hadn't paid for it. I didn't know I had two swabs in the first place. At reception, I was charged for one swab service and told that I had to come back to pay for the second service, which I hadn't been t", "description": "I attended yesterday, 01/12/2024, and the doctor prescribed a swab test. I paid 175 (cash) to the receptionist, who told me to go to the lab and hand in the sample. I went to the lab and submitted the sample. The next day, I received a call informing me that another sample had been taken, but I hadn't paid for it. I didn't know I had two swabs in the first place. At reception, I was charged for one swab service and told that I had to come back to pay for the second service, which I hadn't been told to pay for at the time. I was told to hand in the sample to the lab and I left. Please advise.\n\n[Arabic]:\nحضرت امس ٠١/١٢/٢٠٢٤ و كتبت الطبيبة مسحة دفعت قيمتها 175 (كاش) لدى موظف الاستقبال الذي قال توجهي للمختبر و سلمي العينه .. نزلت بها للمختبر ووضعت العينه وفي اليوم التالي وصلني اتصال يفيد بان لدي عينة اخرى تم اخذها ولكن لم ادفع قيمتها لم اعرف ان لدي مسحتين من الأساس و عند الاستقبال دفعوني مقابل خدمة مسحة واحدة وتمت افادتي بانه يجب الرجوع لدفع قيمة الخدمة الثانية التي لم يتم اخباري بدفعها بوقتها , قيل لي سلم العينة للمختبر وغادرت, ارجو الافادة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-01T21:00:00Z", "due_at": "2024-12-04T13:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-02T21:00:00Z", "second_reminder_sent_at": "2024-12-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-01T21:00:00Z", "explanation_received_at": "2024-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-04T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 422404, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-02 00:00:00", "closed": null, "received": "2024-12-02 16:20:00", "resolved": "2024-12-05 00:00:00", "escalated": null, "first_reminder": "2024-12-03 00:00:00" }, "imported_at": "2026-04-13T22:00:59.733462", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3266", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3266 } } }, { "model": "complaints.complaint", "pk": "51bd2d2b-34a6-4339-9ba9-f86b84584e53", "fields": { "created_at": "2025-11-01T10:19:00Z", "updated_at": "2026-04-13T19:03:12.238Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5197", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A visit was made to Dr. Abdulaziz Al-Omar's orthopedic clinic, where an MRI and an MRI with contrast were performed. The results revealed a tear in the meniscus of the right hip. Based on this, a letter was sent to Bupa Insurance Company requesting coverage for the costs of surgery and arthroscopic repair of the tear.\n\nHowever, the insurance company only partially approved the request, resulting in the costs of the procedure being divided into four separate items. Upon contacting the hospital, t", "description": "A visit was made to Dr. Abdulaziz Al-Omar's orthopedic clinic, where an MRI and an MRI with contrast were performed. The results revealed a tear in the meniscus of the right hip. Based on this, a letter was sent to Bupa Insurance Company requesting coverage for the costs of surgery and arthroscopic repair of the tear.\n\nHowever, the insurance company only partially approved the request, resulting in the costs of the procedure being divided into four separate items. Upon contacting the hospital, they were informed that the agreement with the insurance company required each claim to be submitted separately. When contacted again by the insurance company, they clarified that the agreement with the hospital stipulated that the claim be submitted as a single package. Upon returning to the hospital, they stated that the necessary codes for submitting the claim as a single package were unavailable according to the hospital's system.\n\n[Arabic]:\nتمت زيارة عيادة العظام لدى الدكتور عبدالعزيز العمر، حيث تم إجراء تصوير بالرنين المغناطيسي بالإضافة إلى الرنين المغناطيسي بالصبغة. وتبين من النتائج وجود تمزق في غضروف الورك الأيمن. بناءً على ذلك، تم رفع خطاب إلى شركة التأمين \"بوبا\" لتغطية تكاليف العملية الجراحية والتدخل بالمنظار لإصلاح التمزق.\n\nلكن شركة التأمين وافقت جزئيًا فقط على الطلب، وهو ما أدى إلى تقسيم تكاليف العملية إلى أربعة بنود منفصلة. وعند مراجعة المستشفى، تم الإبلاغ بأن الاتفاقية مع شركة التأمين تستدعي رفع كل طلب بشكل منفصل. بينما عند التواصل مع شركة التأمين مجددًا، أوضحوا أن الاتفاقية مع المستشفى تنص على رفع الطلب كحزمة واحدة. عند الرجوع مرة أخرى للمستشفى، أفادوا بعدم توفر الأكواد اللازمة لرفع الطلب كحزمة واحدة وفق نظم المستشف", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-03T10:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-01T10:19:00Z", "explanation_received_at": "2025-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5197, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "51ca6de4-a215-4bdb-b838-454028904beb", "fields": { "created_at": "2025-01-21T10:20:00Z", "updated_at": "2026-04-13T19:01:13.587Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3574", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to attach the necessary reports for the insurance request by the department\n\n\n\n", "description": "Failure to attach the necessary reports for the insurance request by the department\n\n\n\n\n\n[Arabic]:\nعدم ارفاق التقارير اللازمه لطلب التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-23T10:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-21T10:20:00Z", "explanation_received_at": "2025-01-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3574, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "51ce67af-6299-4f24-a7c1-0d5e1a144091", "fields": { "created_at": "2025-05-03T13:39:00Z", "updated_at": "2026-04-13T19:01:57.464Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-05-4114", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-05T13:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-03T13:39:00Z", "explanation_received_at": "2025-05-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4114, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "51e297d2-8ba6-4e5b-a21d-ec682ec63bd0", "fields": { "created_at": "2023-05-07T13:47:00Z", "updated_at": "2026-04-13T18:57:39.105Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2023-05-1221", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "A tonsil and adenoid surgery was performed, and it was approved by the insurance. Upon discharge, it became apparent that there was an additional request for nasal cauterization, which was rejected by the insurance because it was included in the surgery package, as explained to me by the insurance company. I was contacted and informed by the treating physician after the procedure, and payment has not been made. I am currently being requested to pay the amount for the nasal cauterization.", "description": "A tonsil and adenoid surgery was performed, and it was approved by the insurance. Upon discharge, it became apparent that there was an additional request for nasal cauterization, which was rejected by the insurance because it was included in the surgery package, as explained to me by the insurance company. I was contacted and informed by the treating physician after the procedure, and payment has not been made. I am currently being requested to pay the amount for the nasal cauterization.\n\n[Arabic]:\nتم اجراء عملية لوز و لحمية تمت الموافقة عليها من التامين و عند الخروج اتضح وجود طلب زائد ( كي الأنف ) حيث تم رفضه من التامين بسبب انه من ضمن بكج العملية كما تم التوضيح لي من قبل شركة التأمين وتم التواصل معي وابلاغي من قبل الطبيب المعالج بعد الانتهاء من العمليه ولم يتم الدفع وحاليا تتم المطالبة بدفع مبلغ الطلب ( كي الأنف ) .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-06T21:00:00Z", "due_at": "2023-05-09T13:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-06T21:00:00Z", "explanation_received_at": "2023-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-05-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1457680, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.2 Treatment plan not followed" }, "timeline": { "sent": "2023-05-07 00:00:00", "closed": null, "received": "2023-05-07 16:47:00", "resolved": "2023-05-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.087856", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1221", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1221 } } }, { "model": "complaints.complaint", "pk": "5256a0ae-c648-4ed6-bcdb-a3b71b3d3588", "fields": { "created_at": "2024-06-24T12:04:00Z", "updated_at": "2026-04-13T18:59:57.653Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Majed Sayil Al Thobaiti", "expected_result": "", "reference_number": "CMP-2024-06-2603", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Un successfully surgery, there is liquid coming out from the external incision, everyday im suffering\nfrom the liquid appears from the incision made\nماهي النتيجة التي تبحث عنها\n There will no external incision and expectation to cured swelling frontal sinus", "description": " Un successfully surgery, there is liquid coming out from the external incision, everyday im suffering\nfrom the liquid appears from the incision made\nماهي النتيجة التي تبحث عنها\n There will no external incision and expectation to cured swelling frontal sinus\n\n[Arabic]:\nالجراحة غير ناجحة، حيث يوجد سائل يخرج من الجرح الخارجي، وأنا أعاني يوميًا من ظهور هذا السائل من مكان الشق الجراحي.\n\nما هي النتيجة التي تبحث عنها؟\nألا يكون هناك شق جراحي خارجي، وأن يتم شفاء تورم الجيب الجبهي (الجيب الأنفي الأمامي).", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-25T21:00:00Z", "due_at": "2024-06-26T12:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-25T21:00:00Z", "explanation_received_at": "2024-07-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30159068, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-06-26 00:00:00", "closed": null, "received": "2024-06-24 15:04:00", "resolved": "2024-07-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.643292", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2603", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2603 } } }, { "model": "complaints.complaint", "pk": "52795097-20d4-4c77-b0a5-a693d388ca25", "fields": { "created_at": "2022-09-18T18:56:00Z", "updated_at": "2026-04-13T18:56:06.489Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0231", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When phlegm is suctioned from the throat, the patient is internally injured, leading to bleeding and pain. The room is cold, and the patient is not adequately covered. The patient's skin is very dry, and no creams are being applied. The patient's temperature is not being taken hourly, as he is in the intensive care unit and requires hourly temperature monitoring according to ICU protocols.", "description": "When phlegm is suctioned from the throat, the patient is internally injured, leading to bleeding and pain. The room is cold, and the patient is not adequately covered. The patient's skin is very dry, and no creams are being applied. The patient's temperature is not being taken hourly, as he is in the intensive care unit and requires hourly temperature monitoring according to ICU protocols.\n\n[Arabic]:\nعند سحب البلغم من الحق يتم تجريح المريض داخلياً مما يؤدي إلى خروج الدم والذي يتسبب في الام المريض . برودة الغرفه وعدم تغطيه المريض بشكل كاف . عدم دهن المريض بالكريمات حيث أن بشرة المريض جداً جافه . عدم قياس حرارة المريض كل ساعه حيث أنه بالعنايه المركزة ويحتاج إلى قياس الحرارة كل ساعه حسب إجراءات العنايه المركزه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 38, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-18T21:00:00Z", "due_at": "2022-09-20T18:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-18T21:00:00Z", "explanation_received_at": "2022-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30208810, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-19 00:00:00", "closed": null, "received": "2022-09-18 21:56:00", "resolved": "2022-09-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.479160", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0231", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المتوسطة", "main": "الطبي" }, "original_complaint_num": 231 } } }, { "model": "complaints.complaint", "pk": "52bb0b36-f139-4a18-91ce-8f1c2b908453", "fields": { "created_at": "2025-08-25T07:23:00Z", "updated_at": "2026-04-13T19:02:36.775Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-08-4667", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was transported after being run over by the Red Crescent, but no service purchase request was submitted to the Ministry of Health.", "description": "The patient was transported after being run over by the Red Crescent, but no service purchase request was submitted to the Ministry of Health.\n\n[Arabic]:\nتم نقل المريض بحالة دهس عن طريق الهلال الاحمر ولم يتم رفع طلب شراء خدمة لوزارة الصحة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T07:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T07:23:00Z", "explanation_received_at": "2025-08-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4667, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "52bfd1e6-f39d-4fd7-837f-64f6561da9f3", "fields": { "created_at": "2024-01-16T15:56:00Z", "updated_at": "2026-04-13T18:59:07.369Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr KHALID ABDULRAHMAN SALEM ALBREKEIT", "expected_result": "", "reference_number": "CMP-2024-01-2079", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He refused to look at my reports and scans from another hospital and tried to convince me to do a new one at the cost of insurance, and when I refused, he rejected my diagnosis.", "description": "He refused to look at my reports and scans from another hospital and tried to convince me to do a new one at the cost of insurance, and when I refused, he rejected my diagnosis.\n\n[Arabic]:\nرفض الاطلاع على تقاريري واشعتي من مستشفى آخر ومحاولة اقناعي بعمل جديدة على تكلفة التأمين وحين رفضت ، رفض\nتشخيصي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 15, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-15T21:00:00Z", "due_at": "2024-01-18T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-15T21:00:00Z", "explanation_received_at": "2024-01-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-17T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30048922, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-16 00:00:00", "closed": null, "received": "2024-01-16 18:56:00", "resolved": "2024-01-18 00:00:00", "escalated": null, "first_reminder": "2024-01-17 00:00:00" }, "imported_at": "2026-04-13T21:59:07.358853", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2079", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأوعية الدموية", "main": "الطبي" }, "original_complaint_num": 2079 } } }, { "model": "complaints.complaint", "pk": "52da15e6-6bff-4e5c-9155-1f5e13b8e7af", "fields": { "created_at": "2022-12-08T17:05:00Z", "updated_at": "2026-04-13T18:56:43.049Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0649", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated unprofessionally by the lab employee, who intimidated me during the blood draw. When the blood was drawn, the needle moved and I was injured. I raised my voice because of the pain it caused me. The employee raised his voice at me and mocked me, as there was another employee present during the incident.", "description": "I was treated unprofessionally by the lab employee, who intimidated me during the blood draw. When the blood was drawn, the needle moved and I was injured. I raised my voice because of the pain it caused me. The employee raised his voice at me and mocked me, as there was another employee present during the incident.\n\n[Arabic]:\n تم التعامل معي من قبل موظف المختبر بطريقة غير مهنيه حيث تم تخويفي اثناء سحب الدم وعند سحب الدم تحركت الابره وتم جرحي وقمت برفع صوتي لمى تسبب فيه من الم لي قام الموظف برفع صوته علي والسخريه مني حيث كان هناك موظفه اخرى اثناء الحدث .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-07T21:00:00Z", "due_at": "2022-12-10T17:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-07T21:00:00Z", "explanation_received_at": "2022-12-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239054, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-08 00:00:00", "closed": null, "received": "2022-12-08 20:05:00", "resolved": "2022-12-17 00:00:00", "escalated": null, "first_reminder": "2022-12-12 00:00:00" }, "imported_at": "2026-04-13T21:56:43.042806", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0649", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 649 } } }, { "model": "complaints.complaint", "pk": "52e4fa33-9977-4d7b-83d3-144dc03dab9d", "fields": { "created_at": "2022-12-03T09:44:00Z", "updated_at": "2026-04-13T18:56:34.106Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0605", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 29 NOV 2022, I used my phone outside the ICU room, after that the nurse Muataz was angry and spoke to me with loud voice to tell me that I should not use the phone , I respect the hospital policy but his way was not nice when he spooking to me . ", "description": "On 29 NOV 2022, I used my phone outside the ICU room, after that the nurse Muataz was angry and spoke to me with loud voice to tell me that I should not use the phone , I respect the hospital policy but his way was not nice when he spooking to me . \n\n[Arabic]:\nفي 29 نوفمبر 2022، استخدمت هاتفي خارج غرفة العناية المركزة، وبعد ذلك غضب الممرض معتز وتحدث معي بصوت عالٍ ليخبرني أنه لا يجب علي استخدام الهاتف، أنا أحترم سياسة المستشفى ولكن أسلوبه لم يكن لطيفًا عندما تحدث معي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-02T21:00:00Z", "due_at": "2022-12-05T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-02T21:00:00Z", "explanation_received_at": "2022-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30217215, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-03 00:00:00", "closed": null, "received": "2022-12-03 12:44:00", "resolved": "2022-12-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:34.097880", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0605", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 605 } } }, { "model": "complaints.complaint", "pk": "52f74c5a-ae9b-4102-9a65-7a3516f42196", "fields": { "created_at": "2025-09-04T09:29:00Z", "updated_at": "2026-04-13T19:02:46.687Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4740", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informs that the insurance approved 3 days, but he was only hospitalized for 2 days.", "description": "The patient informs that the insurance approved 3 days, but he was only hospitalized for 2 days.\n\n[Arabic]:\nيفيد المريض انه تم الموافقه على 3 ايام من قبل التامين ولم يتم التنويم في المستشفى سوى يومين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-06T09:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-04T09:29:00Z", "explanation_received_at": "2025-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4740, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "52fe4ebf-106d-432c-aec8-c2ff486e05d7", "fields": { "created_at": "2024-12-31T09:25:00Z", "updated_at": "2026-04-13T19:01:02.627Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3439", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room with a child who had a fever. After the diagnosis, the doctor informed me that the fever was high and that I needed to take a suppository and have a chest steam inhaler before leaving. I waited for a long time, but no doctor or nurse came. There was a slowness in the medical procedures. After the long wait, and because my child's condition did not warrant waiting, I went back to the doctors and reported that the child could not wait. He was not given any painkillers ", "description": "I went to the emergency room with a child who had a fever. After the diagnosis, the doctor informed me that the fever was high and that I needed to take a suppository and have a chest steam inhaler before leaving. I waited for a long time, but no doctor or nurse came. There was a slowness in the medical procedures. After the long wait, and because my child's condition did not warrant waiting, I went back to the doctors and reported that the child could not wait. He was not given any painkillers or fever reducers until now, and I did not receive any response at all. I left the hospital immediately and went to another hospital without receiving any medical service.\n\n[Arabic]:\nتم الحضور للطورائ مع طفل لديه حراره وبعد التشخيص تم ابلاغي من قبل الطبيب بارتفاع درجة الحراره ولابد من اخذ تحميله وعمل بخار للصدر قبل الخروج وتم الانتظار لوقت طويل لم يحضر اي طبيب او اي ممرض هناك بطء في عمل الاجراءات الطبيه علما انه بعد الانتظار الطويل ولان طفلي كان بحاله لا تستدعي الاننتظار تم الرجوع للاطباء والابلاغ بان الطفل لا يتحمل الانتظار ولم يتم اعطاءه اي مسكنات او خافض للحراره حتى الان ولم اجد تجاوب على الاطلاق وتم خروجي من المستشفى على الفور والذهاب لمستشفى اخر دون تلقي اي خدمه طبيه ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-30T21:00:00Z", "due_at": "2025-01-02T09:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-31T21:00:00Z", "second_reminder_sent_at": "2024-12-31T21:00:00Z", "escalated_at": "2025-01-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-30T21:00:00Z", "explanation_received_at": "2025-01-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2025-01-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30120635, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2024-12-31 00:00:00", "closed": null, "received": "2024-12-31 12:25:00", "resolved": "2025-01-04 00:00:00", "escalated": "2025-01-02 00:00:00", "first_reminder": "2025-01-01 00:00:00" }, "imported_at": "2026-04-13T22:01:02.619539", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3439", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3439 } } }, { "model": "complaints.complaint", "pk": "5316a943-9531-4e40-8a13-d71fb58e274d", "fields": { "created_at": "2025-10-25T07:28:00Z", "updated_at": "2026-04-13T19:03:03.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "FAHAD ALDOSSARY", "expected_result": "", "reference_number": "CMP-2025-10-5143", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد المريض بان الطبيب لم يتعامل باسلوب مهني ولم يتم تقديم الخدمه بالشكل المطلوب ", "description": "يفيد المريض بان الطبيب لم يتعامل باسلوب مهني ولم يتم تقديم الخدمه بالشكل المطلوب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-27T07:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-25T07:28:00Z", "explanation_received_at": "2025-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5143, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "532b7aac-61a0-43bf-9f4d-8cafa62b63ff", "fields": { "created_at": "2024-11-30T20:34:00Z", "updated_at": "2026-04-13T19:00:51.621Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16288-SALEH ABDULLAH ALGHAMDI ", "expected_result": "", "reference_number": "CMP-2024-11-3258", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to listen to the patient's condition and medical history. No opportunity to inquire about the patient's status. Rushing to leave the clinic before the examination was complete, despite the absence of any procedure or emergency requiring it. Failure to explain the treatment plan or the required medications to the patient's family. After persistent questioning about the nature of the treatment, the doctor finally disclosed the type of medication to be used, then left the clinic and directe", "description": "Failure to listen to the patient's condition and medical history. No opportunity to inquire about the patient's status. Rushing to leave the clinic before the examination was complete, despite the absence of any procedure or emergency requiring it. Failure to explain the treatment plan or the required medications to the patient's family. After persistent questioning about the nature of the treatment, the doctor finally disclosed the type of medication to be used, then left the clinic and directed the patient to the pharmacy. Upon arriving at the pharmacy, the patient was surprised to find that the medication prescribed by the doctor was unavailable. A completely different procedure was followed for burn dressings than that used in the emergency department of the same hospital, under the supervision of a specialist. The doctor used intimidation tactics, questioning the patient about the availability of medical insurance. This reveals the doctor's approach of steering the patient towards cosmetic intervention to secure financial gain, without taking any preliminary steps to achieve better results without resorting to surgery.\n\n[Arabic]:\nعدم الاستماع لحالة المريض والتاريخ المرضي للحالة . عدم إعطاء مجال للاستفسار عن وضع الحالة . الاستعجال لمغادرة العيادة قبل الانتهاء من فترة المعاينة بالرغم من عدم وجود عملية او ظرف طارئ يستدعي ذلك . عدم الشرح لذوي المريض عن آلية العلاج وما هي العلاجات المطلوب استخدامها , بعد الاصرار والسؤال الملح عن ماهية العلاج ؛ تم الإفصاح عن نوع العلاج الواجب استخدامه ومن ثم تمت مغادرة الدكتور العيادة وأمر بالتوجه للصيدلية و\nعند التوجه للصيدلية اتفاجئ بعدم وجود العلاج المفصح عنه من قبل الطبيب داخل العيادة . اتباع اجراء مختلف\nتماما عن ماهية غيار الحروق المتبعة ضمن قسم الطوارئ ضمن نفس المستشفى وتحت إشراف الطبيب المختص تم استخدام أسلوب الترهيب مع الحالة المرضية والتساؤل عن توفر تامين طبي مما يوضح آلية الطبيب المعاين\nللحالة بتوجيه الوضع إلى التدخل التجميلي لضمان المكاسب المادية دون الأخذ باي إجراءات او خطوات مسبقة\nللوصول لنتائج أفضل دون التدخل الجراحي والعمليات .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-30T21:00:00Z", "due_at": "2024-12-02T20:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-30T21:00:00Z", "explanation_received_at": "2024-11-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30236987, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-12-01 00:00:00", "closed": null, "received": "2024-11-30 23:34:00", "resolved": "2024-12-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:51.613770", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3258", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة التجميلية", "main": "الطبي" }, "original_complaint_num": 3258 } } }, { "model": "complaints.complaint", "pk": "534affe1-dfdd-4e28-91a9-16d57cba39c1", "fields": { "created_at": "2023-03-19T19:35:00Z", "updated_at": "2026-04-13T18:57:18.721Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1040", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was called in by the nurse and went inside. A few minutes later, a patient entered the clinic without permission. I reported this to patient relations, but they haven't responded at all.\n", "description": "My wife was called in by the nurse and went inside. A few minutes later, a patient entered the clinic without permission. I reported this to patient relations, but they haven't responded at all.\n\n\n[Arabic]:\nزوجتي تم استدعاءها من قبل الممرضه ودخلت زوجتي ثم بعد دقائق دخل مراجع الى العياده من غير استأذان مع\nالعلم اني بلغت علاقات المرضى ولم اجد اي فائده من مكتب العلاقات", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 4, "subsection": 97, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-06T21:00:00Z", "due_at": "2023-03-21T19:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 950443, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.3.Confidentiality", "classification": "6.3.2.Breach of patient privacy" }, "timeline": { "sent": "2023-05-07 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2023-03-19 22:35:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.716918", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1040", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم علاقات المرضى", "main": "الإداري" }, "original_complaint_num": 1040 } } }, { "model": "complaints.complaint", "pk": "536e38e2-57af-4aa3-bc34-b5d309b46c99", "fields": { "created_at": "2022-11-07T16:00:00Z", "updated_at": "2026-04-13T18:56:30.992Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.OMAR ALMESTAKAWY", "expected_result": "", "reference_number": "CMP-2022-11-0498", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 2, 2022, I entered Dr. Omar’s clinic. I was very worried about my condition and repeatedly asked the doctor to check on my health. The doctor became agitated and spoke to me inappropriately. When I asked if the tests had been added to the system, he replied, “Yes, please come in,” pointing to the door.", "description": "On November 2, 2022, I entered Dr. Omar’s clinic. I was very worried about my condition and repeatedly asked the doctor to check on my health. The doctor became agitated and spoke to me inappropriately. When I asked if the tests had been added to the system, he replied, “Yes, please come in,” pointing to the door.\n\n[Arabic]:\nتم دخولي بتاريخ 2 نوفمبر 2022 لعيادة الطبيب عمر كنت قلق جدا على حالتي وتم تكرار سؤالي للطبيب للاطمئنان عن حالتي الصحية تم انفعال الطبيب وتحدث معي بطريقة غير لائقة و عند سؤالي عن التحاليل هل تم اضافتها بالسستم تم الرد علي نعم ، تفضل ويؤشر على الباب .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-02T21:00:00Z", "due_at": "2022-11-09T16:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-05T21:00:00Z", "second_reminder_sent_at": "2022-11-06T21:00:00Z", "escalated_at": "2022-11-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-02T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1840598, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-03 00:00:00", "closed": null, "received": "2022-11-07 19:00:00", "resolved": "2022-11-12 00:00:00", "escalated": "2022-11-08 00:00:00", "first_reminder": "2022-11-06 00:00:00" }, "imported_at": "2026-04-13T21:56:30.983666", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0498", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 498 } } }, { "model": "complaints.complaint", "pk": "53e2208d-25b9-4d1c-90b9-29e2aef1b8f1", "fields": { "created_at": "2025-09-06T07:57:00Z", "updated_at": "2026-04-13T19:02:46.932Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15803-AHMED MOHAMED ABOUELMAATTY ALY SHEHAB", "expected_result": "", "reference_number": "CMP-2025-09-4749", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was exposed to the radiology department despite showing the appointment paper, but the specialist made a mistake and asked the child to lower his pants, which caused the child to be afraid and refuse to do so.", "description": "The child was exposed to the radiology department despite showing the appointment paper, but the specialist made a mistake and asked the child to lower his pants, which caused the child to be afraid and refuse to do so.\n\n[Arabic]:\nالتعرض للطفل من خلال قسم الاشعة رغم ابراز ورقه الموعد ولكن الاخصائي اخطأ وطلب من الطفل انزال البنطلون الامر الذي سبب الخوف للطفل ورفض ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-08T07:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-06T07:57:00Z", "explanation_received_at": "2025-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4749, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "53e6f7ac-5b0f-478f-b679-af3847521c6f", "fields": { "created_at": "2023-09-25T06:24:00Z", "updated_at": "2026-04-13T18:58:20.912Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1656", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The medications are not available at the hospital.", "description": " The medications are not available at the hospital.\n\n[Arabic]:\n الادوية غير متوفره لدى المستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-27T06:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30171416, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-25 09:24:00", "resolved": "2023-09-28 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.903178", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1656", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1656 } } }, { "model": "complaints.complaint", "pk": "53e8805e-38a0-4197-8fb5-7eddb053a7df", "fields": { "created_at": "2024-04-27T14:53:00Z", "updated_at": "2026-04-13T18:59:37.839Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2404", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was visiting the pediatric clinic, and when I took the elevator to the ground floor, it stopped in the middle due to the workers cleaning the elevator. They called me, and I was waiting near the clinic. I informed the security personnel to address the incident. We went to the supervisor, who told me that no one was there. This was a disaster, as they had stopped the elevator without ensuring it was clear of patients. If I hadn't spoken to them, my family would have been stuck in the elevator u", "description": "I was visiting the pediatric clinic, and when I took the elevator to the ground floor, it stopped in the middle due to the workers cleaning the elevator. They called me, and I was waiting near the clinic. I informed the security personnel to address the incident. We went to the supervisor, who told me that no one was there. This was a disaster, as they had stopped the elevator without ensuring it was clear of patients. If I hadn't spoken to them, my family would have been stuck in the elevator until they finished with the maintenance and cleaning.\n\nThe supervisor started apologizing, but I could not accept this negligence and requested to speak with the security supervisor. He came, and I expressed my wish to escalate the complaint to management. However, the security personnel reacted negatively, saying that I was bothering him with my requests, saying, \"You are annoying me with your voice.\" He seemed ready to confront me, but the supervisor told him to return to his position.\n\nI request accountability for those responsible for this situation. Thank you for your attention and respect.\n\n[Arabic]:\nكنت في مراجعة لعيادة الاطفال وعند الصعود بالالفت الى الطابق الارضي توقف في المنتصف بسبب العمال\nينظفون الاصنصير اتصلوا علي وكنت انتظرهم بقرب من العياده بادرت باخبار رجل الأمن والسلامه ليباشر\nالحادثه ذهبنا للمشرف العماله واخبرني انه لا يوجد احد . هنا كانت المصيبه حيث انه أوقفوا اللصنصير ولم\nيتأكدوا من خلوه من المراجعين . يعني لو ما كلمتهم كان بقي عائلتي في الاصنصير حتى ينتهون . من الصيانه\nوالتنظيف . بدء مشرفه بالاعتذار ولكن لم اقبل هذا الاهمال وطلبت التحدث مع مشرف الامن حضر وبينت له طلب\nتصعيد الشكوى للادارة . لكن بدء رجل الأمن بالتدخل السلبيه واني ازعجته بمطالباتي ( تراك ازعجتني بصوتك ) .\nوكان يريد التهجم ولكن امره المشرف برجوع لمكانه . ارجوا محاسبة من تسبب في هذا الموقف تقبلوا احترامي\nوتقديري ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-27T21:00:00Z", "due_at": "2024-04-29T14:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-28T21:00:00Z", "second_reminder_sent_at": "2024-04-29T21:00:00Z", "escalated_at": "2024-05-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-27T21:00:00Z", "explanation_received_at": "2024-05-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 505151067, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.3.Safety & Security", "classification": "3.3.2.Poor security response" }, "timeline": { "sent": "2024-04-28 00:00:00", "closed": null, "received": "2024-04-27 17:53:00", "resolved": "2024-05-05 00:00:00", "escalated": "2024-05-02 00:00:00", "first_reminder": "2024-04-29 00:00:00" }, "imported_at": "2026-04-13T21:59:37.829932", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2404", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 2404 } } }, { "model": "complaints.complaint", "pk": "53fa3cae-b8a5-4d29-88d0-ab63c5870de4", "fields": { "created_at": "2025-02-09T15:59:00Z", "updated_at": "2026-04-13T19:01:24.613Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3697", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was informed that direct communication with the doctor is not possible and that they must return to the emergency department if necessary.", "description": "The patient was informed that direct communication with the doctor is not possible and that they must return to the emergency department if necessary.\n\n[Arabic]:\nاخبار المراجع بعدم امكانية التواصل المباشر مع الطبيب وضرورة عودته للطواريء ان تطلب الامر", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 89, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-11T15:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-09T15:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3697, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "5433ecc2-80e1-40a3-8ae4-bfc7aafc08be", "fields": { "created_at": "2022-12-05T14:19:00Z", "updated_at": "2026-04-13T18:56:42.546Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0641", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived before my appointment, and while waiting for my appointment, a patient who was ahead of me on the waiting list was called. When I asked, I received an unprofessional response, and the reasons were not explained. I entered the doctor's clinic at 2 pm, even though my appointment was at 12:45 pm.", "description": "I arrived before my appointment, and while waiting for my appointment, a patient who was ahead of me on the waiting list was called. When I asked, I received an unprofessional response, and the reasons were not explained. I entered the doctor's clinic at 2 pm, even though my appointment was at 12:45 pm.\n\n[Arabic]:\nتم حضوري قبل الموعد وعند الانتظار لحين موعدي تم النداء على مراجع قبلي في قائمة الانتظار وعند السوال يتم الرد بطريقة غير مهنيه ولم يتم توضيح الاسباب حيث تم الدخول لعيادة الدكتور الساعه 2 ظهرا علما ان موعدي الساعه 12:45 . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-04T21:00:00Z", "due_at": "2022-12-07T14:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1309840, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-05 00:00:00", "closed": "2023-01-03 00:00:00", "received": "2022-12-05 17:19:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.542135", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0641", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 641 } } }, { "model": "complaints.complaint", "pk": "545a7491-36ea-4fb6-a828-de3eea093909", "fields": { "created_at": "2024-11-20T16:48:00Z", "updated_at": "2026-04-13T19:00:50.027Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4885-LAMYA SAID SULAIMAN ", "expected_result": "", "reference_number": "CMP-2024-11-3192", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor and initially gave her details about my fatigue and the medications I was taking to avoid any potential drug interactions. She then asked me what was required since I already had the medications, specifically whether I wanted a sclerotherapy injection. I explained that I had already done this to prevent any drug interactions, but her approach was unprofessional. She told me to get up and weigh myself, and then asked if I wanted an injection or not. How can a doctor ask me wh", "description": "I went to the doctor and initially gave her details about my fatigue and the medications I was taking to avoid any potential drug interactions. She then asked me what was required since I already had the medications, specifically whether I wanted a sclerotherapy injection. I explained that I had already done this to prevent any drug interactions, but her approach was unprofessional. She told me to get up and weigh myself, and then asked if I wanted an injection or not. How can a doctor ask me what is appropriate for my condition? Please advise, and thank you.\n\n[Arabic]:\nدخلت على الطبيبه وبالبدايه اعطيتها تفاصيل عن التعب وعن الادويه اللي اخذتها لاجل عدم حصول اي تعارض مع ادويه مستقبليه بالادويه بعدها قالت لي طيب وش المطلوب دام عندك الادويه تبين سكليف يعني اخبرتها انا شرحت لاجل عدم حدوث اي تعارض بالادويه وكان اسلوبها غير مهني بقولها قومي قيسي وزنك وبعدها قالت تبين ابره اوماتبين كيف الطبيبة تسالني عن المناسب لحالتي؟ ارجو الافادة وشكرا..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-19T21:00:00Z", "due_at": "2024-11-22T16:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-19T21:00:00Z", "explanation_received_at": "2024-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-22T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30356728, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-20 00:00:00", "closed": null, "received": "2024-11-20 19:48:00", "resolved": "2024-11-23 00:00:00", "escalated": null, "first_reminder": "2024-11-23 00:00:00" }, "imported_at": "2026-04-13T22:00:50.017466", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3192", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 3192 } } }, { "model": "complaints.complaint", "pk": "546ab09d-6c84-411b-bca9-0493ed927b47", "fields": { "created_at": "2025-07-22T17:09:00Z", "updated_at": "2026-04-13T19:02:25.062Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-07-4512", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient complains about the low quality of service, as a week ago, The milk that was administered via the feeding tube was not properly connected, resulting in spillage onto the floor. \nToday, there is a wound on the left eye, and it is necessary to investigate who is responsible.", "description": "The patient complains about the low quality of service, as a week ago, The milk that was administered via the feeding tube was not properly connected, resulting in spillage onto the floor. \nToday, there is a wound on the left eye, and it is necessary to investigate who is responsible.\n\n[Arabic]:\nيشكو المريض من تدني جودة الخدمة، حيث إنه قبل أسبوع لم يتم توصيل الحليب عبر أنبوب التغذية بشكل صحيح، مما أدى إلى انسكابه على الأرض.\n\nواليوم، توجد إصابة في العين اليسرى، ومن الضروري التحقيق لمعرفة المسؤول عن ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 159, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T17:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T17:09:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4512, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "54ce2007-223f-45d5-ae0b-b162d7fe1fa9", "fields": { "created_at": "2024-11-19T07:59:00Z", "updated_at": "2026-04-13T19:00:49.741Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90237-BADER MAJED ALJADAAN ", "expected_result": "", "reference_number": "CMP-2024-11-3180", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Not giving enough time for diagnosis and not responding during inquiries.", "description": "Not giving enough time for diagnosis and not responding during inquiries.\n\n[Arabic]:\nعدم اعطاء وقت كافي لتشخيص وعدم التجاوب اثناء الاستفسار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-19T21:00:00Z", "due_at": "2024-11-21T07:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-19T21:00:00Z", "second_reminder_sent_at": "2024-11-20T21:00:00Z", "escalated_at": "2024-11-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30356364, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-11-20 00:00:00", "closed": null, "received": "2024-11-19 10:59:00", "resolved": null, "escalated": "2024-11-23 00:00:00", "first_reminder": "2024-11-20 00:00:00" }, "imported_at": "2026-04-13T22:00:49.733647", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3180", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 3180 } } }, { "model": "complaints.complaint", "pk": "54e4ae23-738b-4336-bf31-34ddbc60aa02", "fields": { "created_at": "2023-06-07T09:37:00Z", "updated_at": "2026-04-13T18:57:48.877Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1322", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A biopsy was performed with Dr. Saad Thabet Al-Qahtani, and when I requested the results from the doctor, I was informed that there were urgent cases and that my results had not appeared in the system for a week.", "description": "A biopsy was performed with Dr. Saad Thabet Al-Qahtani, and when I requested the results from the doctor, I was informed that there were urgent cases and that my results had not appeared in the system for a week.\n\n[Arabic]:\n تم عمل خزعه مع دكتور سعد ثابت القحطاني وعند طلب النتيجه من قبل الدكتور تم ابلاغي بوجود حالات حرجه وان نتيجتي لم تظهر لمدة اسبوع على النظام .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-06T21:00:00Z", "due_at": "2023-06-09T09:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-06T21:00:00Z", "explanation_received_at": "2023-06-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30077078, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-07 00:00:00", "closed": null, "received": "2023-06-07 12:37:00", "resolved": "2023-06-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:48.872671", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1322", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 1322 } } }, { "model": "complaints.complaint", "pk": "54fea48d-4b74-4c94-af4d-a63a4854dc9e", "fields": { "created_at": "2024-03-12T17:54:00Z", "updated_at": "2026-04-13T18:59:26.826Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2283", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review states that I was refused admission despite my emergency situation because they did not have my ID, even though I informed them that I would bring my ID immediately after I was treated, but they refused to admit me. Note that I was prevented from leaving after that and my car was locked by order of the duty manager.", "description": "The review states that I was refused admission despite my emergency situation because they did not have my ID, even though I informed them that I would bring my ID immediately after I was treated, but they refused to admit me. Note that I was prevented from leaving after that and my car was locked by order of the duty manager.\n\n[Arabic]:\nالمراجعة تفيد بانه تم رفض استقباله بالرغم ان حالتها طارئه بسبب ان الهويه غير متوفره لديهم بالرغم انه تم ابلاغهم باني سوف احضر الهويه على الفور بعد اسعافي ولكنهم رفضوا استقبالي علما انه تم منعي من الخروج بعد ذلك والاغلاق على سيارتي بامر من المدير المناوب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-11T21:00:00Z", "due_at": "2024-03-14T17:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-11T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30172760, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "4.2.3.Patient detentionا" }, "timeline": { "sent": "2024-03-12 00:00:00", "closed": null, "received": "2024-03-12 20:54:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:26.818498", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2283", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2283 } } }, { "model": "complaints.complaint", "pk": "55203e5c-3f02-42d8-9d96-0507e75775c0", "fields": { "created_at": "2023-06-24T15:10:00Z", "updated_at": "2026-04-13T18:57:50.206Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1377", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the emergency department and went to the doctors' room, where I was informed that there was no ENT doctor available until 4 PM.", "description": "I arrived at the emergency department and went to the doctors' room, where I was informed that there was no ENT doctor available until 4 PM.\n\n[Arabic]:\nتم حضوري الى الطوارى والتوجهه الى غرفة الاطباء وافادتي انه لايوجد دكتور انف واذن حنجرة الا على الساعة 4.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-23T21:00:00Z", "due_at": "2023-06-26T15:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-23T21:00:00Z", "explanation_received_at": "2023-06-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30158080, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-06-24 00:00:00", "closed": null, "received": "2023-06-24 18:10:00", "resolved": "2023-06-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.198592", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1377", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1377 } } }, { "model": "complaints.complaint", "pk": "554005e0-3437-49fc-b00c-34219bebad5f", "fields": { "created_at": "2023-02-21T13:11:00Z", "updated_at": "2026-04-13T18:57:07.598Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULLAH ALAZZAM", "expected_result": "", "reference_number": "CMP-2023-02-0932", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated emotionally by the employee when I approached him to talk to him about my mother’s examination and travel, and I told him that she wanted a female nurse and not a male nurse. He raised his voice at me and spoke to me in a rude and inappropriate manner, as he did not explain to me or resolve what I came for. I returned to the department, and the patient was not satisfied, and the procedures were completed.", "description": "I was treated emotionally by the employee when I approached him to talk to him about my mother’s examination and travel, and I told him that she wanted a female nurse and not a male nurse. He raised his voice at me and spoke to me in a rude and inappropriate manner, as he did not explain to me or resolve what I came for. I returned to the department, and the patient was not satisfied, and the procedures were completed.\n\n[Arabic]:\nتم التعامل معاي بطريقه انفعاليه من قبل الموظف حيث تم التوجه له للتحدث معه فيما يخص الكشف على والدتي والاستفسار وتم اخباره برغبتها بوجود ممرضه وليس ممرض وتم رفع الصوت علي والتحدث معي باسلوب فظ وغير لائق حيث لم يتم التوضيح لي وحل ماتم القدوم لاجله وتم الرجوع الى القسم والمريضه غير راضيه واكمال الاجراءات. وتم التوضيح لاحقا ان المريض له حق بالاختيار", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30047631, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 16:11:00", "resolved": "2023-02-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.590314", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0932", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 932 } } }, { "model": "complaints.complaint", "pk": "558b8538-c0e8-4849-8653-75aeff70c8dc", "fields": { "created_at": "2025-06-20T06:34:00Z", "updated_at": "2026-04-13T19:02:11.660Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فرحان عبدالعزيز", "expected_result": "", "reference_number": "CMP-2025-06-4336", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " ", "description": " \n\n[Arabic]:\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-22T06:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-20T06:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4336, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "55be367b-6a35-4568-b141-aa75fd209f08", "fields": { "created_at": "2024-09-07T08:24:00Z", "updated_at": "2026-04-13T19:00:27.427Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2875", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The delay in submitting the results of the premarital medical tests is more than two weeks.", "description": "The delay in submitting the results of the premarital medical tests is more than two weeks.\n\n[Arabic]:\nالتأخير في رفع نتيجة تحاليل الزواج لأكثر من اسبوعين ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-06T21:00:00Z", "due_at": "2024-09-09T08:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-06T21:00:00Z", "explanation_received_at": "2024-09-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-07T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221885, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.4.Errors in Pre-marriage lab test" }, "timeline": { "sent": "2024-09-07 00:00:00", "closed": null, "received": "2024-09-07 11:24:00", "resolved": "2024-09-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.419397", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2875", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2875 } } }, { "model": "complaints.complaint", "pk": "55dfefb5-0c25-4e7b-828a-ea35ec69a5c8", "fields": { "created_at": "2025-05-14T11:03:00Z", "updated_at": "2026-04-13T19:01:59.035Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية ", "expected_result": "", "reference_number": "CMP-2025-05-4164", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The agreed price for the procedure was 7400, which included all costs. After that, a payment of 1654 was made for the tests. However, upon discharge, an additional amount was requested for other tests conducted during the procedure, despite being informed that the agreed price covered all expenses.", "description": "The agreed price for the procedure was 7400, which included all costs. After that, a payment of 1654 was made for the tests. However, upon discharge, an additional amount was requested for other tests conducted during the procedure, despite being informed that the agreed price covered all expenses.\n\n[Arabic]:\nتم الاتفاق على سعر العملية 7400 شامل جميع التكاليف، وبعد ذلك تم دفع مبلغ 1654 مقابل التحاليل. لكن عند الخروج تم طلب مبلغ إضافي مقابل تحاليل أخرى أثناء العملية، رغم أنه تم الإفادة مسبقًا بأن السعر يشمل كافة التكاليف.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-16T11:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-14T11:03:00Z", "explanation_received_at": "2025-05-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4164, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "55e7da7f-c29c-4fc1-a914-bda416de2a63", "fields": { "created_at": "2023-11-02T09:06:00Z", "updated_at": "2026-04-13T18:58:41.190Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1791", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccinations have not added to the system ", "description": "the vaccinations have not added to the system \n\n[Arabic]:\nلم تُضَف اللقاحات إلى النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-01T21:00:00Z", "due_at": "2023-11-04T09:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-01T21:00:00Z", "explanation_received_at": "2023-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284627, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-02 00:00:00", "closed": null, "received": "2023-11-02 12:06:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.180227", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1791", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1791 } } }, { "model": "complaints.complaint", "pk": "5620915e-223d-42fd-bf94-a2d3b904ceb2", "fields": { "created_at": "2025-08-19T11:42:00Z", "updated_at": "2026-04-13T19:02:36.000Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "طبيب التخدير جورج", "expected_result": "", "reference_number": "CMP-2025-08-4635", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The visitor reports that the doctor was not present at the time of check-in.\"", "description": "\"The visitor reports that the doctor was not present at the time of check-in.\"\n\n[Arabic]:\nيفيد المراجع بعدم وجود الطبيب اثناء تسجيل الدخول ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-21T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-19T11:42:00Z", "explanation_received_at": "2025-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4635, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "5630eeae-68e3-4eae-8828-d9eede97a093", "fields": { "created_at": "2022-10-08T12:30:00Z", "updated_at": "2026-04-13T18:56:17.731Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. YASSER MAHMOUD HUSSEIN ", "expected_result": "", "reference_number": "CMP-2022-10-0342", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "05761ffd-07e9-4e4b-a96b-3669193a6f46", "staff": "f6a1397b-5e51-4060-9e94-7fa13ccd5e1c", "title": "My mother had surgery, and we went to the anesthesiologist while waiting for Dr. Musab to arrive. Dr. Yasser spoke to me and my mother in an unprofessional manner, repeatedly asking my mother questions like, \"Who referred you to me?\", \"What time is the patient's surgery?\", \"Why did you come today and not yesterday?\", and \"Why were you sent to me by the nurses and not by the doctor?\" These questions were irrelevant to the patient and concerned internal hospital procedures that should be clear bef", "description": "My mother had surgery, and we went to the anesthesiologist while waiting for Dr. Musab to arrive. Dr. Yasser spoke to me and my mother in an unprofessional manner, repeatedly asking my mother questions like, \"Who referred you to me?\", \"What time is the patient's surgery?\", \"Why did you come today and not yesterday?\", and \"Why were you sent to me by the nurses and not by the doctor?\" These questions were irrelevant to the patient and concerned internal hospital procedures that should be clear before the patient's arrival. There was no clear explanation regarding the ECG issue, and when I asked about it, he told me I wouldn't understand what was written on the paper. He kept calling the doctor and the nurses, repeating the same questions and making me wait even longer. I left the hospital with my mother because of the doctor's inappropriate behavior and his complete disregard for the patient and her family.\n\n[Arabic]:\nلدى والدتي عمليه وتم الحضور لدكتور التخدير لحين وصول الدكتور مصعب وتم التحدث معي ومع والدتي بطريقة غير مهنيه ، حيث تم تكرار الاسئله على والدتي من قبل الدكتور ياسر (من الشخض الذي قام بتوجيهكم لي ؟ عملية المريض الساعه كم ؟ لماذا تم الحضور اليوم ولم يكن امس ؟ لماذا تم ارسالك من قبل التمريض الي وليس من قبل الدكتور اسئله لا تهم المريض ووتخص اجراءات من داخل المستشفى يجب ان تكون واضحه قبل وصول المريض . لم يكن هناك شرح كافي وواضح يخص مشكلة تخطيط القلب وعند سواله عن المشكلة تم اخباري من قبله لن تفهمي المكتوب بالورق ويتم الانشغال بالاتصال بالدكتور وبالتمريض ويتم تكرار نفس الاسئله والانتظار لوقت اطول وتم خروجي من المستشفى مع والدتي لما واجهته من اسلوب غير لائق من قبل الدكتور وعدم اعطاء المريض وذويه اي اهميه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-05T21:00:00Z", "due_at": "2022-10-10T12:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-05T21:00:00Z", "explanation_received_at": "2022-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-21T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224231, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-06 00:00:00", "closed": "2022-10-22 00:00:00", "received": "2022-10-08 15:30:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.726161", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0342", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات التخدير", "main": "الطبي" }, "original_complaint_num": 342 } } }, { "model": "complaints.complaint", "pk": "564d775e-f661-4565-9b12-29b2f2dd25a5", "fields": { "created_at": "2024-08-08T11:25:00Z", "updated_at": "2026-04-13T19:00:16.695Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2785", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor's first thing was, 'What's wrong, sweetie?' I don't doubt the doctor's intentions, but this isn't a professional way to treat a patient. Without asking about the location, nature, or cause of the pain, he laughed in a provocative tone and said, 'There's nothing wrong. What can I do for you?' I told him, 'I'm not going to play dumb and leave my work to complain about pain.' He said, 'No, but if you want, come and I'll examine you.' I told him, 'It's a doctor's duty to examine.' He res", "description": "\"The doctor's first thing was, 'What's wrong, sweetie?' I don't doubt the doctor's intentions, but this isn't a professional way to treat a patient. Without asking about the location, nature, or cause of the pain, he laughed in a provocative tone and said, 'There's nothing wrong. What can I do for you?' I told him, 'I'm not going to play dumb and leave my work to complain about pain.' He said, 'No, but if you want, come and I'll examine you.' I told him, 'It's a doctor's duty to examine.' He responded provocatively, saying, 'You've been prescribed medication, so there's nothing I can do for you.' The pain might not be caused by the digestive system, but he didn't even practice medicine. He didn't ask questions, didn't examine me, didn't take a history, nothing. He just sat there laughing.\"\n\n[Arabic]:\nالطبيب اول شي قالي ايش فيكي يا حلوه لا اشكك بنية الطبيب لكن هذه مو طريقه بروفيشنال يتعامل فيها\nالمريض. من غير اي سؤال عن مكان الالم او طبيعه الالم او مسبب الالم بلهجه مستفزه يضحك و يقولي مافي شي\nاسويلك هو قلت له انا مارح اكون استهبل و اترك شغلي و اتشكى من الم قالي لا بس اذا بدك تعالي افحصك قلت له\nمن واجب الطبيب ان يفحص برضو بكل رد استفزازي يرد و يقول انتي موصوفه لكي ادويه يعني مافي شي اعملك\nهو. الالم ممكن ما يكون مسببه الجهاز الهضمي بس هو اصلا ما مارس مهنه الطبيب لا سال و لا فحص و لا اخذ\nهيستوري و لا شي جالس يضحك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-09T21:00:00Z", "due_at": "2024-08-10T11:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-09T21:00:00Z", "explanation_received_at": "2024-08-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30010951, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.4.Inadequate pain management" }, "timeline": { "sent": "2024-08-10 00:00:00", "closed": null, "received": "2024-08-08 14:25:00", "resolved": "2024-08-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.683212", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2785", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2785 } } }, { "model": "complaints.complaint", "pk": "567ff40d-36a6-4a48-9ad6-8ecaa26bf662", "fields": { "created_at": "2025-04-22T13:33:00Z", "updated_at": "2026-04-13T19:01:48.402Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "نانسي", "expected_result": "", "reference_number": "CMP-2025-04-4064", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in uploading prescribtion on raqeeb", "description": "Delay in uploading prescribtion on raqeeb\n\n[Arabic]:\nتاخير برفع الوصفة عبر رقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-24T13:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-22T13:33:00Z", "explanation_received_at": "2025-04-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4064, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "56c63dab-7b82-47c8-90cb-1edba609a123", "fields": { "created_at": "2024-01-27T12:46:00Z", "updated_at": "2026-04-13T18:59:08.850Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2122", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was brought to the emergency room, and the case was an emergency, but the patient was not admitted.", "description": "The patient was brought to the emergency room, and the case was an emergency, but the patient was not admitted.\n\n[Arabic]:\nتم حضور المريض الى الطوارى وكانت الحالة طارئه ولم يتم استقبال الحالة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-26T21:00:00Z", "due_at": "2024-01-29T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-27T21:00:00Z", "second_reminder_sent_at": "2024-01-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-26T21:00:00Z", "explanation_received_at": "2024-01-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30110473, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-01-27 00:00:00", "closed": null, "received": "2024-01-27 15:46:00", "resolved": "2024-02-01 00:00:00", "escalated": null, "first_reminder": "2024-01-28 00:00:00" }, "imported_at": "2026-04-13T21:59:08.843272", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2122", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2122 } } }, { "model": "complaints.complaint", "pk": "56e7185a-4610-4487-8178-1a877109ab2f", "fields": { "created_at": "2025-07-07T08:33:00Z", "updated_at": "2026-04-13T19:02:22.605Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطبيب المناوب ", "expected_result": "", "reference_number": "CMP-2025-07-4426", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The father states that the child has bruises that occurred during birth.\"\n\n", "description": "\"The father states that the child has bruises that occurred during birth.\"\n\n\n\n[Arabic]:\nيفيد الاب ان الطفل يعاني من كدمات حصلت اثناء الولاده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-09T08:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-07T08:33:00Z", "explanation_received_at": "2025-07-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4426, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "57030a3b-1cf0-4423-bd78-1736c598fe47", "fields": { "created_at": "2024-04-21T16:20:00Z", "updated_at": "2026-04-13T18:59:37.258Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2382", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Tests were conducted before Ramadan, and the results have not yet been released. I have contacted the laboratory several times, but there has been no response.\n", "description": "Tests were conducted before Ramadan, and the results have not yet been released. I have contacted the laboratory several times, but there has been no response.\n\n\n[Arabic]:\nتم عمل تحاليل قبل شهر رمضان والى الان لم يتم ظهور النتيجه علما انه تم التواصل مع المختبر لعدة مرات ولا يوجد تجاوب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-20T21:00:00Z", "due_at": "2024-04-23T16:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-20T21:00:00Z", "explanation_received_at": "2024-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-23T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205435, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-04-21 00:00:00", "closed": null, "received": "2024-04-21 19:20:00", "resolved": "2024-04-24 00:00:00", "escalated": null, "first_reminder": "2024-04-22 00:00:00" }, "imported_at": "2026-04-13T21:59:37.253658", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2382", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2382 } } }, { "model": "complaints.complaint", "pk": "578142a4-9a81-4c71-91a1-ea47c40b7e5e", "fields": { "created_at": "2024-07-10T16:57:00Z", "updated_at": "2026-04-13T19:00:05.978Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2024-07-2668", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "I had a permanent filling done by my dentist, who told me that if any problems arose with the filling, I should come back and have any necessary repairs done free of charge. The filling fell out after about three months, and upon returning, I was asked to pay for the repairs. I am awaiting a response and should be informed immediately", "description": "I had a permanent filling done by my dentist, who told me that if any problems arose with the filling, I should come back and have any necessary repairs done free of charge. The filling fell out after about three months, and upon returning, I was asked to pay for the repairs. I am awaiting a response and should be informed immediately\n\n[Arabic]:\nتم عمل حشوة دائمة من قبل الطبيبه المعالجه وابلغتني في حال حدث اي اشكاليه للحشوه يتم مراجعتها وعمل اي اجراء مجاني تم سقوط الحشوه بعد ثلاث اشهر تقريبا وعند العودة تم مطالبتي بدفع التكاليف لعمل الاجراء ... بانتظار الرد وابلاغي على الفور ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-09T21:00:00Z", "due_at": "2024-07-12T16:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-10T21:00:00Z", "second_reminder_sent_at": "2024-07-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-09T21:00:00Z", "explanation_received_at": "2024-07-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-07-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296900, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-07-10 00:00:00", "closed": null, "received": "2024-07-10 19:57:00", "resolved": "2024-07-14 00:00:00", "escalated": null, "first_reminder": "2024-07-11 00:00:00" }, "imported_at": "2026-04-13T22:00:05.971676", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2668", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2668 } } }, { "model": "complaints.complaint", "pk": "57d2391b-fe82-4cfc-b81d-65e376aeb4ab", "fields": { "created_at": "2023-03-27T08:10:00Z", "updated_at": "2026-04-13T18:57:19.521Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1105", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 23, 2023, I went to the emergency department, and the nurse did not insert the cannula correctly twice. I also felt pain in my other hand. I have attached a photo.", "description": "On March 23, 2023, I went to the emergency department, and the nurse did not insert the cannula correctly twice. I also felt pain in my other hand. I have attached a photo.\n\n[Arabic]:\nفي ٢٣ مارس ٢٠٢٣، ذهبتُ إلى قسم الطوارئ، ولم تُدخل الممرضة القنية بشكل صحيح مرتين، كما شعرتُ بألم في يدي الأخرى. أرفقتُ صورة.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-28T21:00:00Z", "due_at": "2023-03-29T08:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-28T21:00:00Z", "second_reminder_sent_at": "2023-04-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-28T21:00:00Z", "explanation_received_at": "2023-04-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30066740, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "3.Skills and \nConduct", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-03-29 00:00:00", "closed": null, "received": "2023-03-27 11:10:00", "resolved": "2023-04-03 00:00:00", "escalated": null, "first_reminder": "2023-03-29 00:00:00" }, "imported_at": "2026-04-13T21:57:19.516410", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1105", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 1105 } } }, { "model": "complaints.complaint", "pk": "57d49569-4e33-4655-bcd2-401514f58e47", "fields": { "created_at": "2025-01-21T15:00:00Z", "updated_at": "2026-04-13T19:01:13.815Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3580", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The CD has not been delivered to the patient yet\n\n\n\n", "description": "The CD has not been delivered to the patient yet\n\n\n\n\n\n[Arabic]:\nلم يتم تسليمي الCD حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 147, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-23T15:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-21T15:00:00Z", "explanation_received_at": "2025-01-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3580, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "57e57b15-f425-47e8-ab5b-e1b3d783bcc7", "fields": { "created_at": "2022-10-17T15:52:00Z", "updated_at": "2026-04-13T18:56:19.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0400", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I entered the emergency department and waited for a long time. I was not admitted and my vital signs were not taken until I went to the on-duty manager, who was not cooperative with me. My vital signs were taken after that, and a blood sample was taken. When it was finished, I was told that the insurance had refused and I had to pay the amount. I refused and asked for a refund of the consultation fee because I did not benefit from the procedures, but this was refused by the on-duty manager.", "description": "I entered the emergency department and waited for a long time. I was not admitted and my vital signs were not taken until I went to the on-duty manager, who was not cooperative with me. My vital signs were taken after that, and a blood sample was taken. When it was finished, I was told that the insurance had refused and I had to pay the amount. I refused and asked for a refund of the consultation fee because I did not benefit from the procedures, but this was refused by the on-duty manager.\n\n[Arabic]:\nتم الدخول لقسم الطوارئ وتم الانتظار لمدة طويله ولم يتم ادخال واخذ العلامات الحيويه الا عند الذهاب للمدير المناوب حيث لم يكن متعاون معي وتم اخذ العلامات الحيويه بعد ذلك وتم سحب عينه من الدم وعند الانتهاء تم اخباري بان التامين رفض ويجب علي دفع المبلغ وتم الرفض من قبلي وطلبت استرجاع مبلغ الكشفيه لعدم الاستفاده من الاجراءات وتم رفض ذلك من قبل المدير المناوب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-16T21:00:00Z", "due_at": "2022-10-19T15:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-16T21:00:00Z", "explanation_received_at": "2022-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1827709, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2022-10-17 00:00:00", "closed": null, "received": "2022-10-17 18:52:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.522687", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0400", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 400 } } }, { "model": "complaints.complaint", "pk": "58003970-bf3f-4248-ba94-6efab2a63ba1", "fields": { "created_at": "2024-11-03T11:03:00Z", "updated_at": "2026-04-13T19:00:48.283Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3109", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Not all the required reports were submitted by the approvals officer, and the doctor did not provide sufficient justification.", "description": "Not all the required reports were submitted by the approvals officer, and the doctor did not provide sufficient justification.\n\n[Arabic]:\nلم يتم رفع جميع التقارير المطلوبه من قبل موظف الموافقات ولم يتم كتابة المبررات الكافية من قبل الطبيب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-02T21:00:00Z", "due_at": "2024-11-05T11:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-02T21:00:00Z", "explanation_received_at": "2024-11-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30126411, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-11-03 00:00:00", "closed": null, "received": "2024-11-03 14:03:00", "resolved": "2024-11-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.276872", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3109", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3109 } } }, { "model": "complaints.complaint", "pk": "582279c0-7879-47ec-a6f3-a9e117e722bc", "fields": { "created_at": "2024-12-08T09:07:00Z", "updated_at": "2026-04-13T19:01:00.594Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED MAHMOUD ABDELWAHED ", "expected_result": "", "reference_number": "CMP-2024-12-3315", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "2c769bd5-3d42-44af-ba7c-dfb53327d0fa", "title": "An appointment was made for 9:50 AM, and I arrived ten minutes early. However, the doctor was not in the clinic.\n\nAt 10:00 AM, I asked the nurse about the doctor, and she said he would arrive in ten minutes. At 8:10 PM, I received the same response from the nurse. I went to reception to change doctors, but there were no vacancies. The doctor arrived at 10:43 AM, and I went in to see him, but unfortunately, he did not apologize for the delay. I was examined and got my medication from the pharmacy", "description": "An appointment was made for 9:50 AM, and I arrived ten minutes early. However, the doctor was not in the clinic.\n\nAt 10:00 AM, I asked the nurse about the doctor, and she said he would arrive in ten minutes. At 8:10 PM, I received the same response from the nurse. I went to reception to change doctors, but there were no vacancies. The doctor arrived at 10:43 AM, and I went in to see him, but unfortunately, he did not apologize for the delay. I was examined and got my medication from the pharmacy, but I missed my appointment outside the hospital. I couldn't arrive on time because of your doctor's delay. If I had known the doctor wouldn't arrive for another hour, I wouldn't have made the appointment. I had the option of trying another hospital.\n\n[Arabic]:\nتم أخذ موعد الساعه ٩.٥٠ صباحا وتم للحضور قبل الموعد بعشر دقائق ..ولكن الطبيب غير متواجد بالعياده\n.الساعه العاشره تم سؤال الممرضة عن الطبيب قالت ١٠ دقائق ويصل الساعه 20.١٠دقيقه نفس الرد من\nالممرضه وتم التوجه إلى الاستقبال لتغيير الطبيب لكن لم يكن هناك شاغر ..حضر الطبيب الساعه ١٠.٤٣ وتم\nالدخول على الطبيب لكن لم يعتذر عن التأخير للأسف تم الفحص وأخذ الأدويه من الصيدليه ولكن خسرت موعدي\nخارج المستشفى لم استطيع الوصول في الوقت المحدد بسبب التأخير من قبل طبيبكم .لو كنت أعرف ان الدكتور\nماراح يجي الا بعد ساعه ماأخذت الموعد ..كان لدي الخيار بالاختبار مستشفى آخر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-07T21:00:00Z", "due_at": "2024-12-10T09:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-07T21:00:00Z", "explanation_received_at": "2024-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30346145, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Appointment delay" }, "timeline": { "sent": "2024-12-08 00:00:00", "closed": null, "received": "2024-12-08 12:07:00", "resolved": "2024-12-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:00.578836", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3315", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 3315 } } }, { "model": "complaints.complaint", "pk": "5823086d-5a9a-4ba1-9807-1a397d28773c", "fields": { "created_at": "2024-09-12T16:06:00Z", "updated_at": "2026-04-13T19:00:28.068Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2902", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient Abeer was transported by the Red Crescent following a traffic accident, but upon arrival they refused to provide the necessary treatment because her insurance did not cover it.", "description": "The patient Abeer was transported by the Red Crescent following a traffic accident, but upon arrival they refused to provide the necessary treatment because her insurance did not cover it.\n\n[Arabic]:\nتم نقل المريضه عبير بالهلال الاحمر نتيجة حادث مروري وعند وصول الحاله رفضو اجراء اللازم لعدم تغطية التامين الخاص بها ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-11T21:00:00Z", "due_at": "2024-09-14T16:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-11T21:00:00Z", "explanation_received_at": "2024-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30345422, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2024-09-12 00:00:00", "closed": null, "received": "2024-09-12 19:06:00", "resolved": "2024-09-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.061092", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2902", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2902 } } }, { "model": "complaints.complaint", "pk": "5832404e-fdda-4012-86a0-42aeb97c6ee4", "fields": { "created_at": "2024-05-29T10:42:00Z", "updated_at": "2026-04-13T18:59:48.433Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Mohammed Zuhair Ahmed Ismael", "expected_result": "", "reference_number": "CMP-2024-05-2524", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dear Al Hammadi Hospital Administration,\n\nI would like to inform you that I am the mother of the patient, Nouf Khaled Al-Sari, who is currently admitted in the Surgical Inpatient Department at your hospital. I would like to submit a complaint against Dr. Mohammed Ismail.\n\nMy daughter has been undergoing dressing changes for third-degree burns. During one of the dressing procedures, Dr. Saleh Al-Ghamdi was present along with Dr. Mohammed Ismail and several nurses. While the dressing was being cha", "description": "Dear Al Hammadi Hospital Administration,\n\nI would like to inform you that I am the mother of the patient, Nouf Khaled Al-Sari, who is currently admitted in the Surgical Inpatient Department at your hospital. I would like to submit a complaint against Dr. Mohammed Ismail.\n\nMy daughter has been undergoing dressing changes for third-degree burns. During one of the dressing procedures, Dr. Saleh Al-Ghamdi was present along with Dr. Mohammed Ismail and several nurses. While the dressing was being changed, my two-year-old daughter was crying and screaming in pain. Dr. Mohammed Ismail appeared visibly annoyed and attempted to silence her in an inappropriate manner for a child. This was my first observation regarding his behavior, and unfortunately, several other incidents followed.\n\nOn another occasion during a dressing change, he was present with the nurses and displayed the same irritation. He did not complete the dressing properly, stating that he had other patients to see and was in a hurry.\n\nIn another instance, my daughter needed IV cannula insertion. The nurses attempted three times without success. I requested that a doctor attend, and Dr. Mohammed Ismail was the covering physician. He asked for a specialized NICU nurse to assist. During this time, my daughter was crying in pain due to the repeated attempts. While she was in her father’s arms and no one was able to calm her, Dr. Mohammed Ismail shouted at her, saying, “Enough, be quiet,” in a harsh tone, as if she were able to understand him. I did not respond at the time, as I was focused on calming my daughter.\n\nOn Saturday, May 25, 2024, at 5:00 PM, during the doctors’ round, he was the covering physician and informed me that my daughter would undergo surgery the following morning. At that time, my other two-year-old daughter was visiting her twin sister. Considering my sick daughter’s emotional state and the pain she has been experiencing at such a young age, it was important for her twin sister to be present to support her psychologically.\n\nWhen he saw them, he appeared irritated and, before leaving the room, said, “No disturbance, please.” After a few minutes of light laughter and play between the two children (not exceeding five minutes), he called the room phone and ordered in a commanding tone, “Make the kids quiet; there are patients in the department.” His tone lacked politeness and professionalism. I responded, “Insha’Allah,” and ended the call while trying to calm my children.\n\nShortly afterward, the social worker came to speak with me about the same issue, as though my children were the only source of noise in the entire department, even though there were other children’s voices in the hospital corridors at that time. My children were inside our private inpatient room. I handled the situation calmly, and the social worker was very understanding. There was no further disturbance from us.\n\nHowever, it seemed that he was not satisfied with sending the social worker. Since it was his personal irritation rather than complaints from other patients, he came to the room and ordered my other daughter and the housemaid to leave and go home. When my sick daughter saw him—because she is generally afraid of doctors—she began screaming and crying. He then shouted at her and gestured his hand in her face, saying, “You, be quiet,” in the presence of the social worker, Ms. Taghreed.\n\nAt that point, I could no longer tolerate his behavior and told him that I would file a complaint against him. Unfortunately, his response was, “File two complaints, not just one.”\n\n[Arabic]:\nبسم االله الرجمن الرحيم سعادة ادارة مستشفى الحمادي المحترمين افيدكم اني والدة المريضة / نوف خالد ال\nساري .. لديكم بقسم التنويم الجراحي لدي شكوى على المسمى الدكتور / محمد اسماعيل. بدايةً كان لدى ابنتي\nغيار اثر حروق من الدرجة الثالثة وبحضور د/صالح الغامدي برفقته د/محمد اسماعيل وعدد من الممرضات اذ\nاثناء الغيار كانت المريضة المذكورة اعلاه ذو العامين تبكي وتصرخ من الألم حيث بدأ في وجه د محمد اسماعيل\nالانزعاج فقام بتسكيتها بأسلوب غير لائق لطفلة وهذه كانت ملاحظتي الاولى لديه حيث توالت منه عدة ملاحظات\nاخرى سأذكرها ايضاً كان لدى ابنتي غيار ايضا في وقت اخر وكان بتواجده مع الممرضات وبدر منه نفس الاسلوب\nوالإنزعاج ولم يكمل الضماد بحجة ان لديه مرضى اخرين يود المرور عليهم على عجل اما في احد المرات كان لدى\nابنتي المريضة تركيب كانيولا بحضور الممرضات ولم يستطيعوا ايجاده لثلاث مرات اذ استدعيت الطبيب وكان هو\nمن ينوب فطلب حضور الممرضة المختصة في قسم النيكو وكان في وقتها ابنتي تبكي من الألم لكثرة محاولاتهم\nولعدم قبولها لأي منهم لمحاولة تهدئتها وهي في حضن والدها وإذ به يصرخ بقول ( خلاص اسكتي يله ) بطريقة\nوكان الطفلة تفهم مايقول لم اعلق بأي كلمة وقتها لاني كنت مشغولة بتهدئة ابنتي المتألمة وفي يوم السبت بتاريخ\n25 مايو 2024 الساعة 5 مساءاً كان مرور الاطباء فإذا به هو من ينوب واخبرني بأن هناك عملية ستجرى لأبنتي عند\nعدٍ صباح وكانت معي ابنتي الأخرى ذات العامين في زيارة لي ولأختها التوأم ولأنه يهمني نفسية ابنتي المريضة كان\nمن الضرورة وجود اختها بجانبها لما تمر فيه ابنتي المريضة من ألم وتعب في هذا العمر ولما رآهم بدأ الانزعاج\nيظهر في وجهه وقال قبل خروجه من الغرفة (بدون ازعاج لو سمحتوا) !! بعدها صدر القليل من الضحك واللعب\nمنهما لمدة لا تتجاوز الـ 5 دقائق اذا به يتصل على هاتف الغرفة وقال بأسلوب امر (خلي الاولاد يسكتوا في مرضى\nفي القسم) خالً من الرقي والادب فرديت بكلمة وهي (ان شاء االله ) اقفلت الخط محاولة مني بإسكات اطفالي فإذا\nبالأخصائية الاجتماعية جاءت تتكلم معي بنفس الموضوع وكأن اطفالي هم من يوجد في كامل القسم اذا كان في\nوقتها اصوات اطفال آخرين في اسياب المستشفى اما اطفالي كانو داخل غرفة التنويم الخاصة بنا .. تفهمت\nالموضوع بكل صدر رحب ايضا الأخصائية كانت في قمة التفاهم علما انه ليس هناك ازعاج اخر صدر منا ولكن\nيبدو انه لم يكتفي بارسال الاخصائية ولأن هو من كان منزعج وليس المرضى جاء للغرفة وقام بطرد ابنتي والعاملة\nبأن يذهبوا للمنزل ولما رأته ابنتي المريضة ولأنها تخاف الأطباء بشكل عام صرخت وبكت وقام بإسكاتها والصراخ\nويأشر بيده في وجهها ويقول (اسكتي انتي ) بحضور الأخصائية الإجتماعية / تغريد لم اعد اتحمل اسلوبه وقلت له\nسوف اسجل عليك ملاحظتي وللاسف كان رده لي (سجلي ملاحظتين مو وحده ) .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-28T21:00:00Z", "due_at": "2024-05-31T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-28T21:00:00Z", "explanation_received_at": "2024-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30327102, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-05-29 00:00:00", "closed": null, "received": "2024-05-29 13:42:00", "resolved": "2024-05-30 00:00:00", "escalated": null, "first_reminder": "2024-05-30 00:00:00" }, "imported_at": "2026-04-13T21:59:48.424534", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2524", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 2524 } } }, { "model": "complaints.complaint", "pk": "58390382-454b-4a79-98b0-61a9579b3bc1", "fields": { "created_at": "2023-11-27T16:00:00Z", "updated_at": "2026-04-13T18:58:45.153Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1895", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor was consulted regarding an allergic reaction and refused to give any treatment, requesting that the appointment be canceled and the patient be sent to a gynecologist. When Dr. Daad was consulted, she was surprised by this behavior and sent an email about the matter. The patient was transferred to the emergency department after her condition deteriorated. We await your response regarding what has been mentioned.", "description": "The doctor was consulted regarding an allergic reaction and refused to give any treatment, requesting that the appointment be canceled and the patient be sent to a gynecologist. When Dr. Daad was consulted, she was surprised by this behavior and sent an email about the matter. The patient was transferred to the emergency department after her condition deteriorated. We await your response regarding what has been mentioned.\n\n[Arabic]:\nتم مراجعه الطبيب بحاله حساسية ورفض إعطاء اي علاج وطلب الغاء الموعد وإرسال المريضه لدكتورة نسائية وعند مراجعه دكتورة دعد استغربت من هذا التصرف ورفعت ايميل بالموضوع وتم تحويل المريضه لقسم الطوارئ بعد تراجع حالتها بانتظار ردكم على ماتم ذكره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-26T21:00:00Z", "due_at": "2023-11-29T16:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-29T21:00:00Z", "second_reminder_sent_at": "2023-12-01T21:00:00Z", "escalated_at": "2023-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-11-26T21:00:00Z", "explanation_received_at": "2023-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30016389, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-11-27 00:00:00", "closed": null, "received": "2023-11-27 19:00:00", "resolved": "2023-12-05 00:00:00", "escalated": "2023-12-03 00:00:00", "first_reminder": "2023-11-30 00:00:00" }, "imported_at": "2026-04-13T21:58:45.144756", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1895", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 1895 } } }, { "model": "complaints.complaint", "pk": "583f083f-d955-4fa1-94de-2bdb0f0178a8", "fields": { "created_at": "2022-10-29T07:45:00Z", "updated_at": "2026-04-13T18:56:22.194Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "7661-MOHMMED ABDALMONEM ALGAILANI ", "expected_result": "", "reference_number": "CMP-2022-10-0461", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the admissions office employee that the price of the full gallbladder removal surgery is 10,700 riyals and that we have an Al-Inma Bank discount offer, so the amount of the surgery after the Al-Inma discount is about 8,500 riyals, a 20% discount. After the surgery was completed, I was surprised when the same employee said that the amount of the surgery was 13,000 riyals and that a discount had been applied to 10,900 riyals. When I asked him why the amount changed, he stated tha", "description": "I was informed by the admissions office employee that the price of the full gallbladder removal surgery is 10,700 riyals and that we have an Al-Inma Bank discount offer, so the amount of the surgery after the Al-Inma discount is about 8,500 riyals, a 20% discount. After the surgery was completed, I was surprised when the same employee said that the amount of the surgery was 13,000 riyals and that a discount had been applied to 10,900 riyals. When I asked him why the amount changed, he stated that there were things added by Dr. Muhammad Al-Jilani. I went to Dr. Muhammad Al-Jilani and he said that it was not true and that I did not deviate from the package allocated for the gallbladder surgery and I did not add anything, and the value of the surgery is 10,500 riyals and after the discount 8,500 riyals.\n\n[Arabic]:\nتم ابلاغي من قبل موظف مكتب التنويم ان سعر عملية استئصال المرارة كامل 10700 ريال وان لدينا عرض بنك الانماء خصم ليصبح مبلغ العملية بعد خصم الانماء حوالي ٨٥٠٠ ريال خصم ٢٠٪؜ وبعد الانتهاء من العملية اتفاجأ من نفس الموظف يقول ان مبلغ العملية ١٣ الف وانه تم عمل خصم الى ١٠٩٠٠ ريال وعند سؤالي له لماذا تغير المبلغ افاد انه هناك اشياء تمت اضافتها من قبل الدكتور محمد الجيلاني حيث تم ذهابي الى الدكتور محمد الجيلاني وقال غير صحيح و لم اخرج عن الباكيج المخصص لعمليه المرارة ولم اضيف اي شيء وقيمه العمليه ١٠٥٠٠ وبعد الخصم ٨٥٠٠ . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-28T21:00:00Z", "due_at": "2022-10-31T07:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-30T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-28T21:00:00Z", "explanation_received_at": "2022-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30207758, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-29 00:00:00", "closed": null, "received": "2022-10-29 10:45:00", "resolved": "2022-11-15 00:00:00", "escalated": null, "first_reminder": "2022-10-31 00:00:00" }, "imported_at": "2026-04-13T21:56:22.192200", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0461", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 461 } } }, { "model": "complaints.complaint", "pk": "58413584-67e5-461a-ad64-77fa7e321755", "fields": { "created_at": "2024-08-15T08:13:00Z", "updated_at": "2026-04-13T19:00:17.280Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2814", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The emergency room doctor, an Egyptian national, provided poor service, and the insurance company refused treatment twice because the doctor did not explain her condition more clearly. Also, his examination method for the mother was disturbing, and his style and words were bad (he said, \"Are we going to give you drugs?!\"). She was treated harshly during the oral examination, even though she had a bleeding, open wound that was very clear and had severe bleeding. The doctor raised his voice at the", "description": "The emergency room doctor, an Egyptian national, provided poor service, and the insurance company refused treatment twice because the doctor did not explain her condition more clearly. Also, his examination method for the mother was disturbing, and his style and words were bad (he said, \"Are we going to give you drugs?!\"). She was treated harshly during the oral examination, even though she had a bleeding, open wound that was very clear and had severe bleeding. The doctor raised his voice at the patient, and there was no concern from the doctor or the medical staff present.\n\n[Arabic]:\nتم تقديم خدمة سيئة من قبل دكتور الطوارئ مصري الجنسية وشركة التأمين رفضت العلاج مرتان لان الدكتور لم يشرح حالتها بشكل اوضح وايضاء طريقة فحصه للوالدة كانت مزعجه وأسلوبه والألفاظ سيئة ( يقول بنعطيك مخدرات؟! تم التعامل بطريقة قاسيه اثناء الفحص الفم علما بان لديها جرح ينزف ومفتوح وكان جدا واضح وبه نزيف شديد وتم رفع الصوت على المريضه لم يوجد اهتمام من قبل الطبيب او الكادر الطبي الموجود . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-14T21:00:00Z", "due_at": "2024-08-17T08:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-01T21:00:00Z", "second_reminder_sent_at": "2024-09-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-14T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30340485, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-08-15 00:00:00", "closed": null, "received": "2024-08-15 11:13:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": "2024-09-02 00:00:00" }, "imported_at": "2026-04-13T22:00:17.275573", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2814", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2814 } } }, { "model": "complaints.complaint", "pk": "58420011-aa7d-4ded-add0-b40908202a54", "fields": { "created_at": "2025-07-29T15:36:00Z", "updated_at": "2026-04-13T19:02:25.826Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارى", "expected_result": "", "reference_number": "CMP-2025-07-4541", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was admitted to the emergency department with persistent symptoms such as recurrent vomiting and fever. Upon admission, the child refused to open his mouth, and the decision was made to administer an injection and IV fluids. When the attending physician was asked why the child was being given these medications and tests, her response was vague and unclear, necessitating that I take the child and discharge him from the hospital to another hospital.\n\nThe primary reason for this decision ", "description": "The child was admitted to the emergency department with persistent symptoms such as recurrent vomiting and fever. Upon admission, the child refused to open his mouth, and the decision was made to administer an injection and IV fluids. When the attending physician was asked why the child was being given these medications and tests, her response was vague and unclear, necessitating that I take the child and discharge him from the hospital to another hospital.\n\nThe primary reason for this decision was that the child's initial examination was not properly performed. I have reported this to the emergency room director. I also demand a refund of the consultation fee paid, as I did not benefit from the service provided due to the failure to conduct the initial examination and provide appropriate treatment based on his condition.\n\nThe child's initial examination was supposed to be conducted in detail, and his health condition was explained to the attendant and the reasons for the treatment provided. However, this was not done, resulting in me not receiving the requested service.\n\n[Arabic]:\nتم إدخال الطفل إلى قسم الطوارئ حيث كان يعاني من أعراض مستمرة مثل الاستفراغ المتكرر والحرارة. عند دخول الطفل، رفض فتح فمه، وتم اتخاذ القرار بإعطائه إبرة ومحاليل. وعند سؤال الطبيبة المعاونة عن سبب إعطاء الطفل هذه الأدوية والتحاليل، كانت الإجابة غير واضحة ومبهمة، مما استدعى أن آخذ الطفل وأخرجه من المستشفى إلى مستشفى آخر.\n\nالسبب الرئيسي في اتخاذ هذا القرار هو أنه لم يتم إجراء الفحص الأولي للطفل بشكل مناسب. وقد قمت بإبلاغ مدير الطوارئ بهذا الأمر. كما أطالب باسترداد مبلغ الكشفية الذي تم دفعه، حيث لم أستفد من الخدمة المقدمة بسبب عدم إجراء الفحص الأولي للمريض، وعدم تقديم العلاج المناسب بناءً على حالته.\n\nكان من المفترض أن يتم الفحص الأولي للطفل بشكل تفصيلي، ويتم توضيح حالته الصحية للمرافق وشرح أسباب العلاج المقدم. ولكن لم يتم ذلك، مما أدى إلى عدم استفادتي من الخدمة المطلوبة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-31T15:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-29T15:36:00Z", "explanation_received_at": "2025-07-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4541, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "584874d2-9ee8-44df-9210-8cebf4a72595", "fields": { "created_at": "2025-02-10T17:06:00Z", "updated_at": "2026-04-13T19:01:24.826Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. إكرام رابح", "expected_result": "", "reference_number": "CMP-2025-02-3707", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's attitude and her taking a long time to inform the patient that she wrote the prescription", "description": "The doctor's attitude and her taking a long time to inform the patient that she wrote the prescription\n\n[Arabic]:\nاسلوب الطبيبة واخذ وقت طويل لإبلاغ المراجعة بكتابة الدواء", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-12T17:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-02-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-10T17:06:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3707, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "58a71e27-31ac-4492-9ea3-6821195d29be", "fields": { "created_at": "2022-11-14T16:21:00Z", "updated_at": "2026-04-13T18:56:31.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0514", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 8NOV 2022, at 12AM – 3AM, in the ICU the nurse was aggressive with my mother. She talking with loud voice with my mother. Also, she urinate on the bed because the nurse didn’t close the diaper very well and when my mother called her to clean and help her to change the clothes she didn’t responded. ", "description": "On 8NOV 2022, at 12AM – 3AM, in the ICU the nurse was aggressive with my mother. She talking with loud voice with my mother. Also, she urinate on the bed because the nurse didn’t close the diaper very well and when my mother called her to clean and help her to change the clothes she didn’t responded. \n\n[Arabic]:\nفي ٨ نوفمبر ٢٠٢٢، بين منتصف الليل والثالثة فجراً، كانت الممرضة في وحدة العناية المركزة عدوانية مع والدتي. كانت تتحدث معها بصوت عالٍ. كما أنها تبولت على السرير لأن الممرضة لم تغلق الحفاضة جيداً، وعندما نادتها والدتي لتنظيفها ومساعدتها في تغيير ملابسها، لم تستجب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-13T21:00:00Z", "due_at": "2022-11-16T16:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-13T21:00:00Z", "explanation_received_at": "2022-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1453340, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2022-11-14 00:00:00", "closed": null, "received": "2022-11-14 19:21:00", "resolved": "2022-11-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.785409", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0514", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 514 } } }, { "model": "complaints.complaint", "pk": "58e71f39-09da-46e5-ab42-c8c8a3925465", "fields": { "created_at": "2023-02-27T16:15:00Z", "updated_at": "2026-04-13T18:57:08.202Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MOHAMD SAMEER ABD ALRAZAK ALRAHHAL", "expected_result": "", "reference_number": "CMP-2023-02-0917", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "I was refused an appointment despite arriving at the confirmed time, even though the doctor's clinic hours hadn't ended and the patient's condition required urgent attention. The doctor was present but refused to see me, and I didn't receive any courteous treatment from him, especially considering the patient's critical condition.", "description": "I was refused an appointment despite arriving at the confirmed time, even though the doctor's clinic hours hadn't ended and the patient's condition required urgent attention. The doctor was present but refused to see me, and I didn't receive any courteous treatment from him, especially considering the patient's critical condition.\n\n[Arabic]:\nعدم استقبالي بالرغم من حضوري في وقت الموعد الموكد حيث لم يتم انتهاء وقت العياده للطبيب وحاله المريض تستدعي الكشف العاجل حيث كان الدكتور متواجد ولم يستقبلني ولم اجد حسن التعامل معنا من قبل الطبيب علما ان المريض ليس بحاله تسمح لنا بالانتظار ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T16:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-03-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150272, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-27 19:15:00", "resolved": "2023-03-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.191509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0917", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 917 } } }, { "model": "complaints.complaint", "pk": "5968be9d-78a9-48e1-b21e-a16ae2c601df", "fields": { "created_at": "2023-11-08T15:56:00Z", "updated_at": "2026-04-13T18:58:42.154Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1818", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccination is not in the system ", "description": "the vaccination is not in the system \n\n[Arabic]:\nلم يتم إدخال اللقاح في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-07T21:00:00Z", "due_at": "2023-11-10T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-07T21:00:00Z", "explanation_received_at": "2023-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285085, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-08 00:00:00", "closed": null, "received": "2023-11-08 18:56:00", "resolved": "2023-11-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.145084", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1818", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1818 } } }, { "model": "complaints.complaint", "pk": "59a75c31-76f7-473f-b299-0799f0d64859", "fields": { "created_at": "2022-11-23T08:14:00Z", "updated_at": "2026-04-13T18:56:33.067Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13667-IKRAM RABEH AYED ", "expected_result": "", "reference_number": "CMP-2022-11-0555", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son was admitted to the hospital due to a high fever. The child was admitted, and Dr. Ikram came to diagnose the child and requested an MRI. We waited for a long time without any procedure being performed on the child. When we went to get the MRI, we were told by the department that the required procedure could not be performed due to the child's high fever. There was no follow-up on the child's condition and confirmation of his condition before the treating doctor requested any procedure. We", "description": "My son was admitted to the hospital due to a high fever. The child was admitted, and Dr. Ikram came to diagnose the child and requested an MRI. We waited for a long time without any procedure being performed on the child. When we went to get the MRI, we were told by the department that the required procedure could not be performed due to the child's high fever. There was no follow-up on the child's condition and confirmation of his condition before the treating doctor requested any procedure. We were returned to the hospital and stayed for a longer time, knowing that the child could not endure all this time.\n\n[Arabic]:\nتم دخول ابني للمستشفى لارتفاع في درجة الحراره وتم طلب التنويم للطفل وتم حضور الدكتوره اكرام لتشخيص الطفل وطلبت بعمل MRI وتم الانتظار لمده طويله بدون عمل اي اجراء للطفل وعند الذهاب لعمل MRI تم اخبارنا من قبل القسم لا يمكن عمل الاجراء المطلوب لارتفاع درجة حرارة الطفل لم يكن هناك متابعه لحالة الطفل والتاكد من حالته قبل طلب اي اجراء من قبل الطبيب المعالج حيث تم الرجوع للتنويم والبقاء لوقت اطول علما ان الطفل لا يحتمل كل هذا الوقت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-22T21:00:00Z", "due_at": "2022-11-25T08:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-22T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30161583, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.3.Examination delay" }, "timeline": { "sent": "2022-11-23 00:00:00", "closed": null, "received": "2022-11-23 11:14:00", "resolved": "2022-11-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.058121", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0555", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 555 } } }, { "model": "complaints.complaint", "pk": "59b5c8da-a344-4ca0-a824-8726aef7dd5d", "fields": { "created_at": "2025-09-03T20:29:00Z", "updated_at": "2026-04-13T19:02:46.464Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17093-MOHAMED AWAD AHMED ADAM", "expected_result": "", "reference_number": "CMP-2025-09-4733", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that during the surgery, the cyst was not removed and a perforation occurred in the intestine.\"", "description": "\"The patient states that during the surgery, the cyst was not removed and a perforation occurred in the intestine.\"\n\n[Arabic]:\nتفيد المريضه انها اثناء العمليه لم يتم ازالة الكيس وحدث ثقب في الامعاء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-05T20:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-03T20:29:00Z", "explanation_received_at": "2025-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4733, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "59cf5b10-47fd-40fe-97c6-324a6575ae08", "fields": { "created_at": "2023-02-12T12:10:00Z", "updated_at": "2026-04-13T18:57:06.149Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0886", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at my appointment on 9/2/2023 at the Spine Surgery Clinic at 6:00 PM, but I wasn't admitted. I waited for over an hour. When I went to the clinic reception, the employee informed me that the doctor was away.\n", "description": "I arrived at my appointment on 9/2/2023 at the Spine Surgery Clinic at 6:00 PM, but I wasn't admitted. I waited for over an hour. When I went to the clinic reception, the employee informed me that the doctor was away.\n\n\n[Arabic]:\nوصلتُ إلى موعدي في عيادة جراحة العمود الفقري في تمام الساعة السادسة مساءً بتاريخ 2 سبتمبر 2023، لكن لم يتم استقبالي. انتظرتُ لأكثر من ساعة. وعندما ذهبتُ إلى مكتب الاستقبال، أخبرني الموظف أن الطبيب منزله بعيد مما ادى الى استيائي .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-10T21:00:00Z", "due_at": "2023-02-14T12:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-11T21:00:00Z", "second_reminder_sent_at": "2023-02-26T21:00:00Z", "escalated_at": "2023-03-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-10T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-03-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1296726, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-02-11 00:00:00", "closed": "2023-03-08 00:00:00", "received": "2023-02-12 15:10:00", "resolved": null, "escalated": "2023-03-07 00:00:00", "first_reminder": "2023-02-12 00:00:00" }, "imported_at": "2026-04-13T21:57:06.146110", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0886", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 886 } } }, { "model": "complaints.complaint", "pk": "59f0cf21-9417-45b4-8036-3d03cf0b2a65", "fields": { "created_at": "2025-08-25T10:45:00Z", "updated_at": "2026-04-13T19:02:37.163Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-08-4680", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.", "description": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.\n\n[Arabic]:\nتتلخص الشكوى في سوء الإدارة والإهمال الطبي الذي تعرض له المريض من قبل الطاقم الطبي، حيث لم يتم الالتزام بالبروتوكولات الطبية في فحص الإصابة الناتجة عن حادث مروري، وتم تجاهل ملاحظات ذوي المريض حول وجود تورم في اليد والمعصم. كما يشتمل الإهمال على الفشل في تركيب المغذي الوريدي مرتين، والتقليل من شأن الألم الذي يعانيه المريض بوصفه \"دلع\"، إضافة إلى عدم معرفة الطاقم بالإجراءات المتبعة في حالات الحوادث المرورية وكتابة التقارير اللازمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T10:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T10:45:00Z", "explanation_received_at": "2025-08-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4680, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "5a1fb58e-05ba-48bc-b950-1581ff3a206f", "fields": { "created_at": "2023-12-14T07:35:00Z", "updated_at": "2026-04-13T18:58:54.209Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1944", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in processing sick leave application", "description": "Delay in processing sick leave application\n\n[Arabic]:\nتأخير في رفع الاجازة المرضية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-13T21:00:00Z", "due_at": "2023-12-16T07:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-13T21:00:00Z", "explanation_received_at": "2023-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1113202186, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-14 00:00:00", "closed": null, "received": "2023-12-14 10:35:00", "resolved": "2023-12-14 00:00:00", "escalated": null, "first_reminder": "2023-12-14 00:00:00" }, "imported_at": "2026-04-13T21:58:54.205242", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1944", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1944 } } }, { "model": "complaints.complaint", "pk": "5a20f828-4157-47b6-aad6-f82cab923f70", "fields": { "created_at": "2024-01-16T09:16:00Z", "updated_at": "2026-04-13T18:59:07.203Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2074", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request was made to perform an endoscopy for my son, and the request was submitted. I was informed that there was approval for anesthesia and the endoscopy, and that admission was not approved. Payment was made in cash. After completing the procedure, it became clear that there was approval for admission. We returned to the hospital, and compensation was refused. We are awaiting clarification regarding the approval and the compensation.", "description": "A request was made to perform an endoscopy for my son, and the request was submitted. I was informed that there was approval for anesthesia and the endoscopy, and that admission was not approved. Payment was made in cash. After completing the procedure, it became clear that there was approval for admission. We returned to the hospital, and compensation was refused. We are awaiting clarification regarding the approval and the compensation.\n\n[Arabic]:\nتم طلب لاجراء منظار لابني وتم رفع الطلب علما انه تم ابلاغي بالموافقه على التخدير والمنظار ورفض التنويم وتم الدفع كاش وبعد الانتهاء من الاجراء اتضح وجود موافقه على التنويم وتم الرجوع للمستشفى وتم رفض التعويض بانتظار التوضيح فيما يخص الموافقه والتعويض .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-15T21:00:00Z", "due_at": "2024-01-18T09:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-01-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20050079, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-01-16 00:00:00", "closed": null, "received": "2024-01-16 12:16:00", "resolved": "2024-01-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.193510", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2074", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2074 } } }, { "model": "complaints.complaint", "pk": "5a30906b-7133-489e-a29e-2537075c44b4", "fields": { "created_at": "2022-10-25T12:13:00Z", "updated_at": "2026-04-13T18:56:21.373Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0449", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was a patient at the Internal Medicine clinic with Dr. Rania Abdullah on the sixth floor, so I submitted a bill for a pelvic ultrasound at reception on the sixth floor. She directed me to clinic 609, but unfortunately, the receptionist didn't respond respectfully and said, \"This type of ultrasound isn't within my specialty that day.\" She then directed me to the radiology department on the ground floor, opposite the pharmacy. I asked the radiology technician about the bill, and she told me to w", "description": "I was a patient at the Internal Medicine clinic with Dr. Rania Abdullah on the sixth floor, so I submitted a bill for a pelvic ultrasound at reception on the sixth floor. She directed me to clinic 609, but unfortunately, the receptionist didn't respond respectfully and said, \"This type of ultrasound isn't within my specialty that day.\" She then directed me to the radiology department on the ground floor, opposite the pharmacy. I asked the radiology technician about the bill, and she told me to wait there, claiming she didn't know that this type of ultrasound is only available in the Obstetrics and Gynecology department. As a result, I waited for half an hour, which meant the clinic closed, and I didn't receive the necessary treatment that day. Neither the receptionist on the sixth floor, nor the radiology technician on the sixth floor, nor the radiology department employee on the ground floor directed me correctly, even though they all read the name of the requested ultrasound.\n\n[Arabic]:\nانا مراجعة عند عيادة الباطنية مع دكتور رانيا عبداالله في الدور السادس ولذلك سويت فاتورة الالتراساوند\nللحوض عند الاستقبال في الدور السادس ووجهتني الى عيادة ٦٠٩ وللاسف الموظفة لم ترد علي باحترام وقالت\nهذه الاشعه مو الاختصاص الموجود اليوم عندي في الغرفة وللاسف وجهتني للاشعه في الدور الارضي مقابل\nالصيدليه وسالت عن الفاتورة لموظفة الاشعة وطلبت مني الانتظار في المكان وعدم معرفتها بان نوع الاشعه هذا\nيعمل في قسم النساء والولاده وعلى اثرها انتظرت نصف ساعه مما ادى الى انتهاء وقت العياده ولم اتحصل على\nالعلاج اللازم في اليوم نفسه اذا لا موظفة الاستقبال في الدور السادس وجهتني صح ولا الموظفه المختصه في\nغرفة الاشعه بالدور السادس وجهتني صح ولا موظفة قسم الاشعه في الدور الارضي وجهتني بشكل صحيح مع\nالعلم انهم جميعا قرأوا اسم الاشعه المطلوبة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-31T21:00:00Z", "due_at": "2022-10-27T12:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-31T21:00:00Z", "explanation_received_at": "2022-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30015792, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-11-01 00:00:00", "closed": null, "received": "2022-10-25 15:13:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.364868", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0449", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 449 } } }, { "model": "complaints.complaint", "pk": "5a35e28b-5e2e-43d1-9e0f-68726f1d767b", "fields": { "created_at": "2022-10-10T10:35:00Z", "updated_at": "2026-04-13T18:56:18.122Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0360", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 9 Oct 2022 the nurses very delay and they didn’t reposed when I called them and they left the door open , they are not professionals when they are put the cannula for my baby . ", "description": "On 9 Oct 2022 the nurses very delay and they didn’t reposed when I called them and they left the door open , they are not professionals when they are put the cannula for my baby . \n\n[Arabic]:\nفي 9 أكتوبر 2022، تأخرت الممرضات كثيراً ولم يستجبن عندما اتصلت بهن، كما تركن الباب مفتوحاً، فهن لسن محترفات عند وضع القنية لطفلي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-09T21:00:00Z", "due_at": "2022-10-12T10:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-09T21:00:00Z", "explanation_received_at": "2022-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-10T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219377, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-10 00:00:00", "closed": null, "received": "2022-10-10 13:35:00", "resolved": "2022-10-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.111184", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0360", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 360 } } }, { "model": "complaints.complaint", "pk": "5a57c619-2681-4078-be88-da7a598dc88f", "fields": { "created_at": "2024-07-16T11:40:00Z", "updated_at": "2026-04-13T19:00:06.711Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2702", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The approval request dated (12/6/2024) regarding (an epidural) was rejected without explanation, and the amount was requested in cash.", "description": "The approval request dated (12/6/2024) regarding (an epidural) was rejected without explanation, and the amount was requested in cash.\n\n[Arabic]:\nتم رفض رفع موافقة بتاريخ (12/6/2024) والمتعلقة ب(ابرة ظهر) ولم يوضح السبب وتم طلب المبلغ كاش", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30037265, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 14:40:00", "resolved": "2024-07-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.708246", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2702", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2702 } } }, { "model": "complaints.complaint", "pk": "5a74e0e1-2e0b-4b02-bb79-d02ed22aefb8", "fields": { "created_at": "2023-12-25T09:40:00Z", "updated_at": "2026-04-13T18:58:56.242Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1995", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The accompanying person's leave was not added on 12/14 and 12/17.", "description": "The accompanying person's leave was not added on 12/14 and 12/17.\n\n[Arabic]:\nلم يتم اضافة اجازة المرافق بتاريخ 12/14 , 12/17", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-24T21:00:00Z", "due_at": "2023-12-27T09:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-24T21:00:00Z", "second_reminder_sent_at": "2023-12-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-24T21:00:00Z", "explanation_received_at": "2023-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118303, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-25 00:00:00", "closed": null, "received": "2023-12-25 12:40:00", "resolved": "2023-12-27 00:00:00", "escalated": null, "first_reminder": "2023-12-25 00:00:00" }, "imported_at": "2026-04-13T21:58:56.239177", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1995", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1995 } } }, { "model": "complaints.complaint", "pk": "5aa4ea9b-36f6-43ad-a344-2a05aeaa23ae", "fields": { "created_at": "2023-05-01T15:12:00Z", "updated_at": "2026-04-13T18:57:38.464Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ahmed Almfarreh Al Qarni", "expected_result": "", "reference_number": "CMP-2023-05-1202", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "120c135c-168d-4b18-a365-caa9225ac9d8", "title": "On March 20, 2022, I underwent a corrective surgery for a deviation with Dr. Ahmed. I visited the doctor several times, but there was no improvement in the deviation over a whole year, and my condition worsened with severe pain that prevented me from walking long distances. After an examination outside the hospital, I was informed that another surgery was needed.", "description": "On March 20, 2022, I underwent a corrective surgery for a deviation with Dr. Ahmed. I visited the doctor several times, but there was no improvement in the deviation over a whole year, and my condition worsened with severe pain that prevented me from walking long distances. After an examination outside the hospital, I was informed that another surgery was needed.\n\n[Arabic]:\nبتاريخ 20 مارس 2022م تم عمل عملية تعديل انحرف لدى الطبيب احمد وتم مراجعه الطبيب عدة مرات ولكن لم يتم تحسن الانحراف خلال عام كامل وساءت حالتي مع الم شديد ادى الى عدم القدرة على المشي لمسافات طويلة وبعد الكشف خارج المستشفى تم ابلاغي بعمل عملية اخرى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-01T21:00:00Z", "due_at": "2023-05-03T15:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-02T21:00:00Z", "second_reminder_sent_at": "2023-05-03T21:00:00Z", "escalated_at": "2023-05-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-05-01T21:00:00Z", "explanation_received_at": "2023-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-07T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30009638, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-02 00:00:00", "closed": null, "received": "2023-05-01 18:12:00", "resolved": "2023-05-08 00:00:00", "escalated": "2023-05-07 00:00:00", "first_reminder": "2023-05-03 00:00:00" }, "imported_at": "2026-04-13T21:57:38.459651", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1202", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1202 } } }, { "model": "complaints.complaint", "pk": "5aa9dfe7-a5f7-4e6d-8f16-9f2cdac571b6", "fields": { "created_at": "2023-07-29T08:38:00Z", "updated_at": "2026-04-13T18:58:00.333Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1475", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived for my appointment at the ENT clinic at 9:10, and the doctor was using his personal phone without any regard for the patient's presence, which led to my dissatisfaction and my leaving the clinic at 9:25.", "description": "I arrived for my appointment at the ENT clinic at 9:10, and the doctor was using his personal phone without any regard for the patient's presence, which led to my dissatisfaction and my leaving the clinic at 9:25.\n\n[Arabic]:\nتم حضوري للموعد في عيادة الانف والاذن والحنجرة الساعة 9:10 وكان الدكتور يستخدم هاتفه الشخصي دون المبالاة بوجود المريض مما إدى استيائي وإنصرافي من العيادة الساعة 9:25 دقيقه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-31T21:00:00Z", "due_at": "2023-07-31T08:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-01T21:00:00Z", "second_reminder_sent_at": "2023-08-04T21:00:00Z", "escalated_at": "2023-08-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-07-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30199782, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-08-01 00:00:00", "closed": null, "received": "2023-07-29 11:38:00", "resolved": null, "escalated": "2023-08-08 00:00:00", "first_reminder": "2023-08-02 00:00:00" }, "imported_at": "2026-04-13T21:58:00.328917", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1475", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1475 } } }, { "model": "complaints.complaint", "pk": "5abfdee8-8ce9-4cc6-9a2c-cc217bdce847", "fields": { "created_at": "2024-11-24T12:54:00Z", "updated_at": "2026-04-13T19:00:50.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3215", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Visitors are prohibited even after the patient has completed their treatment for the fungal infection.", "description": "Visitors are prohibited even after the patient has completed their treatment for the fungal infection.\n\n[Arabic]:\nمنع الزيارة للمريض حتى بعد انتهاء فترة علاجه من الفطريات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T12:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30329479, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 15:54:00", "resolved": "2024-11-25 00:00:00", "escalated": null, "first_reminder": "2024-11-24 00:00:00" }, "imported_at": "2026-04-13T22:00:50.665606", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3215", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 3215 } } }, { "model": "complaints.complaint", "pk": "5b03bb9f-b91c-4dca-8063-02086457bd82", "fields": { "created_at": "2024-08-04T12:20:00Z", "updated_at": "2026-04-13T19:00:16.269Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. RAMI SHAATH", "expected_result": "", "reference_number": "CMP-2024-08-2776", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is an approval number of 25403682 and the hospital is demanding payment from the beneficiary.", "description": "There is an approval number of 25403682 and the hospital is demanding payment from the beneficiary.\n\n[Arabic]:\nيوجد رقم موافقه 25403682 والمستشفى يطالب المستفيد بالمبلغ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2024-08-06T12:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": false, "explanation_requested_at": null, "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1358295, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": null, "closed": null, "received": "2024-08-04 15:20:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.262995", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2776", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2776 } } }, { "model": "complaints.complaint", "pk": "5b054d40-ec5a-4a73-9787-3253f4b544cd", "fields": { "created_at": "2024-01-21T11:30:00Z", "updated_at": "2026-04-13T18:59:08.071Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2095", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital's cooperative insurance company refused to cover the operation due to a congenital defect, even though our private insurance covers congenital defects.", "description": "The hospital's cooperative insurance company refused to cover the operation due to a congenital defect, even though our private insurance covers congenital defects.\n\n[Arabic]:\nرفض تغطية العملية من قبل شركة التأمين التعاونية في المستشفى وذلك بسبب تشوه خلقي مع العلم بأن التأمين الخاص بنا مغطي للتشوه الخلقي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-20T21:00:00Z", "due_at": "2024-01-23T11:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-20T21:00:00Z", "explanation_received_at": "2024-01-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-01-21T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1810320, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3.4.Finance and\nBilling", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-01-21 00:00:00", "closed": null, "received": "2024-01-21 14:30:00", "resolved": "2024-01-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.067721", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2095", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2095 } } }, { "model": "complaints.complaint", "pk": "5b391035-0457-4fa1-b82c-7a0a2029b5d1", "fields": { "created_at": "2022-11-16T12:30:00Z", "updated_at": "2026-04-13T18:56:32.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0549", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Physical therapy was not performed.", "description": "Physical therapy was not performed.\n\n[Arabic]:\nلم يتم عمل العلاج الطبيعي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-15T21:00:00Z", "due_at": "2022-11-18T12:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-15T21:00:00Z", "explanation_received_at": "2022-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1443739, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2022-11-16 00:00:00", "closed": null, "received": "2022-11-16 15:30:00", "resolved": "2022-11-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.079884", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0549", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 549 } } }, { "model": "complaints.complaint", "pk": "5b40ce81-4174-46ea-b23a-30c11bd4c767", "fields": { "created_at": "2024-04-01T23:33:00Z", "updated_at": "2026-04-13T18:59:36.343Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. RANIA AHMED ABDULLAH ", "expected_result": "", "reference_number": "CMP-2024-04-2344", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's diagnosis was based on directed questions to the patient, without any examination or assessment of the condition. The doctor then asked the patient, \"What do you want me to do now? Should I do an ultrasound or perform tests?\" The patient replied, \"You, doctor, need to decide; it's not up to me.\" Later, the patient's husband entered and discussed with the doctor, who said, \"If you’re not convinced, I can cancel the consultation and refer you to another doctor.\" The husband requested ", "description": "The doctor's diagnosis was based on directed questions to the patient, without any examination or assessment of the condition. The doctor then asked the patient, \"What do you want me to do now? Should I do an ultrasound or perform tests?\" The patient replied, \"You, doctor, need to decide; it's not up to me.\" Later, the patient's husband entered and discussed with the doctor, who said, \"If you’re not convinced, I can cancel the consultation and refer you to another doctor.\" The husband requested the cancellation. When we went to the cashier to refund the amount, they said that the doctor had not yet canceled the consultation.\n\n[Arabic]:\nتشخيص الدكتورة كان بأسئلة موجهة للمريضة، دون أي فحص أو معاينة للحالة. ثم قالت الدكتورة للمريضة: (\nإيش تطمحين أسويلك الحين ؟ أصورلك، أو أسويلك تحليل؟ ). قالت المريضة: ( أنت يا دكتورة لازم تحددي، مو\nأنا ). دخل بعد كذا زوج المريضة، وناقش الدكتورة، فقالت الدكتورة: ( إذا مش مقتنعين، ممكن ألغي الكشف من\nعندي، وتحولون لطبيب ثاني )، فطلب الزوج الإلغاء. راجعنا الصندوق لاسترجاع المبلغ، فقالوا: الدكتورة ما ألغت\nالكشف لحد الآن ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-01T21:00:00Z", "due_at": "2024-04-03T23:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-03T21:00:00Z", "second_reminder_sent_at": "2024-04-05T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-01T21:00:00Z", "explanation_received_at": "2024-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-05T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1740275, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2024-04-02 00:00:00", "closed": null, "received": "2024-04-02 02:33:00", "resolved": "2024-04-06 00:00:00", "escalated": null, "first_reminder": "2024-04-04 00:00:00" }, "imported_at": "2026-04-13T21:59:36.335750", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2344", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2344 } } }, { "model": "complaints.complaint", "pk": "5b589f1b-ab1d-490c-b9c6-e6eefce6aeee", "fields": { "created_at": "2024-11-26T13:53:00Z", "updated_at": "2026-04-13T19:00:51.278Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3239", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have a complaint regarding the hospital pharmacist's refusal to sell me Solpadeine without a prescription. He justified this by stating that it contains codeine, and another pharmacist confirmed that a directive/circular from the Ministry of Health regarding this matter was issued approximately four months ago.\n\nMy concern stems from the fact that I previously purchased the same medication from a different pharmacy outside the hospital this month. To verify the pharmacist's claim, I went direc", "description": "I have a complaint regarding the hospital pharmacist's refusal to sell me Solpadeine without a prescription. He justified this by stating that it contains codeine, and another pharmacist confirmed that a directive/circular from the Ministry of Health regarding this matter was issued approximately four months ago.\n\nMy concern stems from the fact that I previously purchased the same medication from a different pharmacy outside the hospital this month. To verify the pharmacist's claim, I went directly to a pharmacy near the hospital and purchased the medication without a prescription. Therefore, I request clarification and support for the pharmacist's claim with an official document from a relevant authority explicitly prohibiting the sale of this medication without a prescription.\n\n[Arabic]:\nلدي شكوى بشأن عدم موافقة الصيدلي في المستشفى ببيع دواء السولبادين لي دون وصفة، مبررا ذلك بكونه يحتوي على مادة الكودين وايضا افادة صيدلي اخر بأن هناك امر/تعميم من وزارة الصحة بهذا الشأن صدر من حوالي 4 اشهر. \nسبب انزعاجي هو انه سبق لي شراء نفس الدواء من صيدلية مختلفة خارج المستشفى خلال الشهر الحالي، وللتثبت من زعم الاخ الصيدلي ذهببتت مباشرة لصيدلية قريبة من المستشفى واشتريت الدواء دون وصفة. لذا ارجو توضيح ودعم زعم الاخ الصيدلي بسند رسمي صادر من جهة رسمية يوضح منع بيع الدواء محل النقاش دون وصفة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-25T21:00:00Z", "due_at": "2024-11-28T13:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-25T21:00:00Z", "explanation_received_at": "2024-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30230232, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-11-26 00:00:00", "closed": null, "received": "2024-11-26 16:53:00", "resolved": "2024-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:51.273624", "satisfaction": "Neutral", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3239", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 3239 } } }, { "model": "complaints.complaint", "pk": "5b6066af-8bf8-4cf0-806a-f69e50f3f7ac", "fields": { "created_at": "2022-09-20T14:11:00Z", "updated_at": "2026-04-13T18:56:06.829Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0239", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The online system does not provide an immediate complaint number, which prevents the complainant from ensuring that their complaint is submitted and reaches the responsible party.", "description": "The online system does not provide an immediate complaint number, which prevents the complainant from ensuring that their complaint is submitted and reaches the responsible party.\n\n[Arabic]:\n لا يعطي النظام (أون لاين) رقم فوري للشكوى، ما يحول بين المراجع وبين ضمان تقديمه للشكوى ووصولها\nللمسؤول.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 97, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-22T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219053, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.1.Patient file issues" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-20 17:11:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.823533", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0239", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم علاقات المرضى", "main": "الإداري" }, "original_complaint_num": 239 } } }, { "model": "complaints.complaint", "pk": "5b80f765-49ac-4426-9bd5-1e411d1bc4d3", "fields": { "created_at": "2023-05-13T13:17:00Z", "updated_at": "2026-04-13T18:57:39.629Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1243", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On19 NOV 2022 I took ferinject injection i faced said effects after the injection because the nurse did not put the cannula correctly i went to my doctor he said wait for 3 to 6 months and i went to the dermatology doctor she gave me the medicine but did not improved and she told me i have to do a laser but the machine is not available at Al Hammadi hospital . patient took picture for her hand as shown on the attached. ", "description": "On19 NOV 2022 I took ferinject injection i faced said effects after the injection because the nurse did not put the cannula correctly i went to my doctor he said wait for 3 to 6 months and i went to the dermatology doctor she gave me the medicine but did not improved and she told me i have to do a laser but the machine is not available at Al Hammadi hospital . patient took picture for her hand as shown on the attached. \n\n[Arabic]:\n\nفي 19 نوفمبر 2022، تلقيت حقنة فرينجكت وواجهت آثار جانبية بعد الحقن بسبب عدم وضع الممرضة للكانولا بشكل صحيح. ذهبت إلى طبيبي الذي قال لي أن أنتظر من 3 إلى 6 أشهر. زرت طبيب الأمراض الجلدية الذي أعطاني الدواء لكنه لم يُحدث تحسناً، وأخبرني أنه يتوجب علي القيام بجلسة ليزر ولكن الجهاز غير متوفر في مستشفى الحمادي. لقد أخذت المريضة صورة ليدها كما هو موضح في المرفق.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-15T21:00:00Z", "due_at": "2023-05-15T13:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-16T21:00:00Z", "second_reminder_sent_at": "2023-05-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-15T21:00:00Z", "explanation_received_at": "2023-05-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1336454, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-16 00:00:00", "closed": null, "received": "2023-05-13 16:17:00", "resolved": "2024-06-13 00:00:00", "escalated": null, "first_reminder": "2023-05-17 00:00:00" }, "imported_at": "2026-04-13T21:57:39.620520", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1243", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 1243 } } }, { "model": "complaints.complaint", "pk": "5ba9ca2f-f56a-4cd6-9fa7-35ef3051de76", "fields": { "created_at": "2025-10-12T13:20:00Z", "updated_at": "2026-04-13T19:03:00.980Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5071", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary's daughter filed a complaint on behalf of her sick father, stating that the hospital had requested a sum of money from her father for a heart operation. The patient had previously been requested to be transferred to a government hospital before the operation could be performed. However, the hospital stated that the patient's insurance covered the full cost of the operation. After the patient was discharged, the hospital informed them that there were sums of money due, including t", "description": "The beneficiary's daughter filed a complaint on behalf of her sick father, stating that the hospital had requested a sum of money from her father for a heart operation. The patient had previously been requested to be transferred to a government hospital before the operation could be performed. However, the hospital stated that the patient's insurance covered the full cost of the operation. After the patient was discharged, the hospital informed them that there were sums of money due, including the cost of the operation.\n\n[Arabic]:\nابنة المستفيد تقدمت بالبلاغ نيابةً عن والديها المريض، وتفيد بأن المستشفى طالب والدها بمبلغ مالي مقابل إجراء عملية قلب وقد تم في وقت سابق طلب تحويل المريض إلى مستشفى حكومي قبل إجراء العملية، إلا أن المستشفى أفاد بأن تأمين المريض يغطي كامل تكاليف العملية وبعد خروج المريض، أبلغهم المستشفى بوجود مبالغ مالية مستحقة من ضمنها تكلفة العملية. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-14T13:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-12T13:20:00Z", "explanation_received_at": "2025-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5071, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "5bf906dc-b760-46d3-bcce-402dcf54a277", "fields": { "created_at": "2025-04-21T18:05:00Z", "updated_at": "2026-04-13T19:01:48.270Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " استقبال العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-04-4059", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to adhere to scheduled appointments and delay in admitting the patient at the designated time.", "description": "Failure to adhere to scheduled appointments and delay in admitting the patient at the designated time.\n\n[Arabic]:\nعدم الالتزام بالمواعيد وتاخير دخول المراجع في الوقت المحدد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T18:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T18:05:00Z", "explanation_received_at": "2025-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4059, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "5bfbb1b7-3612-4c2a-bd56-8deabd7e504e", "fields": { "created_at": "2024-02-10T13:38:00Z", "updated_at": "2026-04-13T18:59:18.139Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr AHMAD HASSAN KAKAA", "expected_result": "", "reference_number": "CMP-2024-02-2185", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "af432465-be58-4c1c-83bf-ce6dbfbb4396", "title": "I have an appointment at 3 PM, the first appointment at the doctor's clinic today. I got a receipt from reception at 2:58 PM and waited for over 40 minutes before seeing the doctor, even though he arrived at the clinic at 10:22 PM and saw six patients before me, despite my appointment being the first. When I finally got in, I only had three minutes with him. Is this reasonable? Wait 40 minutes for three minutes? If the doctor had respected his patients' appointments and prioritized those with ap", "description": "I have an appointment at 3 PM, the first appointment at the doctor's clinic today. I got a receipt from reception at 2:58 PM and waited for over 40 minutes before seeing the doctor, even though he arrived at the clinic at 10:22 PM and saw six patients before me, despite my appointment being the first. When I finally got in, I only had three minutes with him. Is this reasonable? Wait 40 minutes for three minutes? If the doctor had respected his patients' appointments and prioritized those with appointments, I wouldn't have waited more than five minutes.\n\n[Arabic]:\n عندي موعد الساعة ٣ العصر وهو اول موعد في عيادة الطبيب لهذا اليوم. قطعت فاتورة من الاستقبال الساعة\n58:٢ وقمت بالانتظار اكثر من ٤٠ دقيقة حتى دخولي على الطبيب علما ان الطبيب اتى للعيادة الساعة 22:٣ وقام\nبادخال عدد ٦ مرضى قبلي على الرغم من ان موعدي اول واحد وعندما دخلت العيادة لم نتجاوز ٣ دقائق عنده. هل\nهذا منطق؟ انتظر ٤٠ دقيقة عشان ٣ دقائق؟ لو ان الدكتور التزم بمواعيد مرضاه وأولوية الدخول لمن له موعد\nلكنت لم اجلس اكثر من ٥ دقائق.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-09T21:00:00Z", "due_at": "2024-02-12T13:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118655, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-02-10 00:00:00", "closed": null, "received": "2024-02-10 16:38:00", "resolved": "2024-02-12 00:00:00", "escalated": null, "first_reminder": "2024-02-11 00:00:00" }, "imported_at": "2026-04-13T21:59:18.126373", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2185", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2185 } } }, { "model": "complaints.complaint", "pk": "5c17bcd6-fffc-48e0-9705-c1f6048e72f3", "fields": { "created_at": "2025-01-27T17:59:00Z", "updated_at": "2026-04-13T19:01:14.307Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3612", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delays in providing service by the approval staff for laboratory approvals", "description": "Delays in providing service by the approval staff for laboratory approvals\n\n[Arabic]:\nالمماطلة بتقديم الخدمة من قبل موظف الموافقات في موافقات المختبر", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-29T17:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-27T17:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3612, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "5c25c03e-e8a6-4ad5-b6b7-a7981a0ed891", "fields": { "created_at": "2025-01-13T13:59:00Z", "updated_at": "2026-04-13T19:01:12.316Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3517", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal to submit a request to purchase the service (Ministry of Health)", "description": "Refusal to submit a request to purchase the service (Ministry of Health)\n\n[Arabic]:\nرفض رفع طلب شراء الخدمة (وزارة الصحة ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T13:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T13:59:00Z", "explanation_received_at": "2025-01-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3517, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "5c443915-d2a3-4a52-8624-7dae2160a5a6", "fields": { "created_at": "2025-11-03T09:37:00Z", "updated_at": "2026-04-13T19:03:12.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2025-11-5209", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“Explaining the patient’s condition to another patient when he asked about his appointment.”", "description": "“Explaining the patient’s condition to another patient when he asked about his appointment.”\n\n[Arabic]:\nشرح حالة المريضه لمريض اخر عند سؤاله عن موعده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-05T09:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-03T09:37:00Z", "explanation_received_at": "2025-11-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5209, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "5c6e15ea-f30e-4093-b70f-c2e18d3a44a1", "fields": { "created_at": "2023-07-25T15:32:00Z", "updated_at": "2026-04-13T18:57:59.852Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1463", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was not given an appointment due to a problem that occurred during a previous appointment.", "description": "I was not given an appointment due to a problem that occurred during a previous appointment.\n\n[Arabic]:\nلم يتم حجز موعد وتعويضي بموعد اخر بسبب اشكالية حصلت اثناء موعد سابق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-24T21:00:00Z", "due_at": "2023-07-27T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-24T21:00:00Z", "explanation_received_at": "2023-07-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30256661, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.7.Scheduling errors" }, "timeline": { "sent": "2023-07-25 00:00:00", "closed": null, "received": "2023-07-25 18:32:00", "resolved": "2023-07-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.847825", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1463", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1463 } } }, { "model": "complaints.complaint", "pk": "5c6e9ea3-83f8-4a70-af6e-b135899b6d0c", "fields": { "created_at": "2025-11-06T13:57:00Z", "updated_at": "2026-04-13T19:03:13.010Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5242", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's father reports that there is a delay in bringing her when she is requested from the nursery.\"", "description": "\"The child's father reports that there is a delay in bringing her when she is requested from the nursery.\"\n\n[Arabic]:\nيفيد والد الطفله بانه يتم تاخير احضارها عند طلبها من الحضانه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-08T13:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-06T13:57:00Z", "explanation_received_at": "2025-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5242, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "5c71cd4e-fd2f-46f9-bde6-0717896918c5", "fields": { "created_at": "2023-10-11T13:10:00Z", "updated_at": "2026-04-13T18:58:30.102Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1699", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance company's medical approval for the system regarding medications has not been lifted.", "description": "The insurance company's medical approval for the system regarding medications has not been lifted.\n\n[Arabic]:\nلم يتم رفع الموافقه الطبيه لشركة التأمين على النظام فيما يخص الادوية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T13:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30097915, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 16:10:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.099296", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1699", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1699 } } }, { "model": "complaints.complaint", "pk": "5cb6c59b-7c85-4a04-8a24-f3514fd3b38a", "fields": { "created_at": "2025-10-15T11:18:00Z", "updated_at": "2026-04-13T19:03:01.539Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5088", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was not given the medical report for the operation from the hospital.", "description": "I was not given the medical report for the operation from the hospital.\n\n[Arabic]:\nلم يتم اعطائي التقرير الطبي الخاص بالعملية من المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-17T11:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-15T11:18:00Z", "explanation_received_at": "2025-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5088, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "5d087013-3483-40ea-b6da-3e214e30fe1b", "fields": { "created_at": "2024-01-31T12:58:00Z", "updated_at": "2026-04-13T18:59:09.780Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2151", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request for prior approval was rejected on 20-1-2024", "description": "The request for prior approval was rejected on 20-1-2024\n\n[Arabic]:\nتم رفض رفع طلب موافقه لي من قبل قسم الموافقات تاريخ 20-1-2024", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-30T21:00:00Z", "due_at": "2024-02-02T12:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-30T21:00:00Z", "explanation_received_at": "2024-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-31T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049850, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-01-31 00:00:00", "closed": null, "received": "2024-01-31 15:58:00", "resolved": "2024-02-01 00:00:00", "escalated": null, "first_reminder": "2024-02-01 00:00:00" }, "imported_at": "2026-04-13T21:59:09.772793", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2151", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2151 } } }, { "model": "complaints.complaint", "pk": "5d167fe2-d7ce-48a6-ae76-f5fe5354b65f", "fields": { "created_at": "2022-10-11T15:56:00Z", "updated_at": "2026-04-13T18:56:18.336Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0372", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 10 Oct 2022 the mother called the nursery to bring her baby and she waiting for one hour and no one give the mother her baby. Then she went to the nursery and when she asked for her baby the nurse did not responded to the mother until she complained to the manger. Then when they are bring her baby she found he scratched his face with his fingernails. ", "description": "On 10 Oct 2022 the mother called the nursery to bring her baby and she waiting for one hour and no one give the mother her baby. Then she went to the nursery and when she asked for her baby the nurse did not responded to the mother until she complained to the manger. Then when they are bring her baby she found he scratched his face with his fingernails. \n\n[Arabic]:\nفي ١٠ أكتوبر ٢٠٢٢، اتصلت الأم بالحضانة لإحضار طفلها، وانتظرت لمدة ساعة كاملة دون أن يُسلّمها أحد طفلها. ثم ذهبت إلى الحضانة، وعندما سألت عن طفلها، لم تُجبها الممرضة حتى اشتكت للمدير. وعندما أحضروا لها طفلها، وجدته يخدش وجهه بأظافره.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-11T21:00:00Z", "due_at": "2022-10-13T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-17T21:00:00Z", "second_reminder_sent_at": "2022-10-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-11T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30214852, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2022-10-12 00:00:00", "closed": null, "received": "2022-10-11 18:56:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": "2022-10-18 00:00:00" }, "imported_at": "2026-04-13T21:56:18.331232", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0372", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 372 } } }, { "model": "complaints.complaint", "pk": "5d375d3c-f9a1-4cd7-84d7-6258b332a98a", "fields": { "created_at": "2024-04-22T16:36:00Z", "updated_at": "2026-04-13T18:59:37.369Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED ALANAZI - RECEPTION", "expected_result": "", "reference_number": "CMP-2024-04-2386", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reception staff, Mohammed Al-Anzi, in the pediatric department, initially failed to include one of the vaccinations, which was the Rotavirus vaccine, and printed the invoice for three vaccinations. Later, the doctor realized that the Rotavirus vaccine was missing. When I went to the reception staff, he refused to print it, citing approval issues, and threw the paper in my face, refusing to help.", "description": "The reception staff, Mohammed Al-Anzi, in the pediatric department, initially failed to include one of the vaccinations, which was the Rotavirus vaccine, and printed the invoice for three vaccinations. Later, the doctor realized that the Rotavirus vaccine was missing. When I went to the reception staff, he refused to print it, citing approval issues, and threw the paper in my face, refusing to help.\n\n[Arabic]:\nموظف الاستقبال محمد العنزي في قسم الاطفال في البداية الدكتور نسي يحط احد تطيعمات وهي الروتا وطبعت\nفاتورة 3 تطيمعمات وبعدها رجع الدكتور وقال نقص علينا تطيعم الروتا وعند الذهاب الى موظف الاستقبال رفض\nطبعها بحجة الموافقات ورمى الورقة بوجهي ورفض المساعدة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-27T21:00:00Z", "due_at": "2024-04-24T16:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-28T21:00:00Z", "second_reminder_sent_at": "2024-04-29T21:00:00Z", "escalated_at": "2024-05-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-27T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302479, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-04-28 00:00:00", "closed": null, "received": "2024-04-22 19:36:00", "resolved": "2024-05-09 00:00:00", "escalated": "2024-05-02 00:00:00", "first_reminder": "2024-04-29 00:00:00" }, "imported_at": "2026-04-13T21:59:37.366421", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2386", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2386 } } }, { "model": "complaints.complaint", "pk": "5d52be57-810c-460a-b459-b1d91272aaa1", "fields": { "created_at": "2024-02-24T14:06:00Z", "updated_at": "2026-04-13T18:59:19.347Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr AYMAN SADEEK MOHAMMED MOUSTAFA", "expected_result": "", "reference_number": "CMP-2024-02-2230", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was refused discharge to another hospital by the doctor without reason.", "description": "The child was refused discharge to another hospital by the doctor without reason.\n\n[Arabic]:\nتم رفض خروج الطفل لمستشفى آخر من قبل الطبيب دون سبب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-24T21:00:00Z", "due_at": "2024-02-26T14:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-24T21:00:00Z", "explanation_received_at": "2024-02-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-24T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30313372, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2024-02-25 00:00:00", "closed": null, "received": "2024-02-24 17:06:00", "resolved": "2024-02-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.342208", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2230", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 2230 } } }, { "model": "complaints.complaint", "pk": "5d58f892-1c21-4e60-a2db-d4a234300a1d", "fields": { "created_at": "2022-10-16T08:17:00Z", "updated_at": "2026-04-13T18:56:19.129Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MAHMOUD ABUGANAYA ", "expected_result": "", "reference_number": "CMP-2022-10-0391", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "After waiting for about now, my child’s name was called and I entered the clinic. I was told that I was called by mistake. Is it possible to enter there? Seven people before me refused to examine the child. There was no good participation from the doctor and no concern for the large number of patients outside the clinic.", "description": "After waiting for about now, my child’s name was called and I entered the clinic. I was told that I was called by mistake. Is it possible to enter there? Seven people before me refused to examine the child. There was no good participation from the doctor and no concern for the large number of patients outside the clinic.\n\n[Arabic]:\nبعد انتظار لمده مايقارب الساعه تم النداء على اسم طفلي وعند الدخول للعياده تم اخباري انه تم النداء علي بالخطأ ولا يمكنني الدخول وهناك سبع مرضى قبلي وتم رفض الكشف على الطفل لم يكن هناك حسن تعامل من قبل الطبيب وعدم الاهتمام لكثرة عدد المرضى خارج العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-18T08:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30091692, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-16 11:17:00", "resolved": "2022-10-18 00:00:00", "escalated": null, "first_reminder": "2022-10-17 00:00:00" }, "imported_at": "2026-04-13T21:56:19.116556", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0391", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 391 } } }, { "model": "complaints.complaint", "pk": "5d7f0771-2080-4ec1-8bde-30b2b77f7bfa", "fields": { "created_at": "2024-11-20T20:10:00Z", "updated_at": "2026-04-13T19:00:50.089Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3195", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed Tizanidine 2 mg, but the pharmacist dispensed Levothyroxine 100 mg. Please advise.", "description": "The doctor prescribed Tizanidine 2 mg, but the pharmacist dispensed Levothyroxine 100 mg. Please advise.\n\n[Arabic]:\nوصف الطبيب تيزانيدين 2 ملغ لكن الصيدلي صرف ليفوثروكسيم 100 ملغ ارجو الافادة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-22T20:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": "2024-11-24T21:00:00Z", "escalated_at": "2024-11-24T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-11-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1452372, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-20 23:10:00", "resolved": "2024-11-28 00:00:00", "escalated": "2024-11-25 00:00:00", "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.081604", "satisfaction": "Neutral", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3195", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 3195 } } }, { "model": "complaints.complaint", "pk": "5d98f541-675a-4275-a555-ae18fbc70f91", "fields": { "created_at": "2025-09-27T15:08:00Z", "updated_at": "2026-04-13T19:02:50.632Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4965", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medication other than the one prescribed by the specialist physician was dispensed, and the patient has already been used. We would like to point out that the effect of the prescribed medication is completely inconsistent with that of the prescribed medication and may even cause adverse effects on the patient's condition.\n\nTherefore, the hospital bears full responsibility for any health consequences or complications that may arise from this error.", "description": "A medication other than the one prescribed by the specialist physician was dispensed, and the patient has already been used. We would like to point out that the effect of the prescribed medication is completely inconsistent with that of the prescribed medication and may even cause adverse effects on the patient's condition.\n\nTherefore, the hospital bears full responsibility for any health consequences or complications that may arise from this error.\n\n[Arabic]:\nم صرف دواء مختلف عن الدواء الذي وصفه الطبيب المختص، وقد تم استخدامه بالفعل. نود الإشارة إلى أن تأثير الدواء المصروف يتعارض بشكل كامل مع تأثير الدواء الموصوف، بل وقد يتسبب في آثار سلبية عكسية على حالة المريض.\n\nوعليه، فإن المستشفى يتحمّل كامل المسؤولية عن أي تبعات أو مضاعفات صحية قد تترتب على هذا الخطأ.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-29T15:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-27T15:08:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4965, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "5dc6c892-11a2-4c55-8b4a-be60bb43ae99", "fields": { "created_at": "2024-03-19T18:21:00Z", "updated_at": "2026-04-13T18:59:27.384Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2299", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's daughter reports that there is no improvement in her condition, but rather it has worsened. She is in a state of constant anesthesia, as she has been given nerve anesthetic medication for more than a month, which has caused a state of unconsciousness and ulcers that have not been medically observed.", "description": "The patient's daughter reports that there is no improvement in her condition, but rather it has worsened. She is in a state of constant anesthesia, as she has been given nerve anesthetic medication for more than a month, which has caused a state of unconsciousness and ulcers that have not been medically observed.\n\n[Arabic]:\nتفيد ابنة المريضه بإن لايوجد تحسن بالحالة بل زادت سوء وهي في حالة تخدير دائم حيث يتم اعطائها علاج مخدر للاعصاب لاكثر من شهر مماتسبب بحالة اللاوعي وتقرحات لم يتم ملاحظتها طبياً . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-18T21:00:00Z", "due_at": "2024-03-21T18:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-18T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296732, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2024-03-19 00:00:00", "closed": null, "received": "2024-03-19 21:21:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": "2024-03-20 00:00:00" }, "imported_at": "2026-04-13T21:59:27.381140", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2299", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 2299 } } }, { "model": "complaints.complaint", "pk": "5e2afc25-6399-4e5c-beae-cd0c5efe1a45", "fields": { "created_at": "2023-02-21T08:10:00Z", "updated_at": "2026-04-13T18:57:07.315Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0911", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On February 14, 2023, I went to the emergency department and the admission procedures were delayed for 4 hours, despite the fact that the admission request had been approved.\n", "description": "On February 14, 2023, I went to the emergency department and the admission procedures were delayed for 4 hours, despite the fact that the admission request had been approved.\n\n\n[Arabic]:\n بتاريخ 14 فبراير 2023م تم الحضور الى قسم الطوارى وتم التاخير في إجراءت التنويم لمدة 4 ساعات مع العلم بوجود الموافقة على طلب التنويم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T08:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30069197, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 11:10:00", "resolved": "2023-02-26 00:00:00", "escalated": null, "first_reminder": "2023-02-22 00:00:00" }, "imported_at": "2026-04-13T21:57:07.307025", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0911", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "مكتب التنويم", "main": "الإداري" }, "original_complaint_num": 911 } } }, { "model": "complaints.complaint", "pk": "5e3422b2-c439-4f24-a31c-d29403481c0d", "fields": { "created_at": "2024-03-07T12:08:00Z", "updated_at": "2026-04-13T18:59:26.088Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2024-03-2267", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "I am writing to you in my capacity as the employee responsible for medical insurance. The employee approached the company seeking assistance in resolving the issue. The employee took his wife to the hospital for delivery, and the doctor sent reports to the insurance company and assessed the thickness of the uterus by the naked eye without using an ultrasound device, and performed a cesarean section for the patient before obtaining insurance approval. This resulted in the refusal to cover the cos", "description": "I am writing to you in my capacity as the employee responsible for medical insurance. The employee approached the company seeking assistance in resolving the issue. The employee took his wife to the hospital for delivery, and the doctor sent reports to the insurance company and assessed the thickness of the uterus by the naked eye without using an ultrasound device, and performed a cesarean section for the patient before obtaining insurance approval. This resulted in the refusal to cover the cost of the cesarean section, in addition to charging the employee all delivery costs and the newborn’s treatment costs, even though the medical insurance covers the newborn for up to 30 days after birth. No claim was submitted to the insurance company, and the healthcare provider filed a case to claim payment of the costs. It was decided to suspend the employee’s services, which forced us to pay the amount until action is taken regarding charging the employee all the costs. The insurance was not billed for the other costs that are unrelated to the rejection of the cesarean section.\n\n[Arabic]:\nاكتب لكم بصفتي الموظف المسؤول عن التأمين الطبي وقد توجه الموظف للشركة لطلب المساعدة في حل المشكلة توجه الموظف بزوجته للمستشفى للولاده وقامت الدكتوره بإرسال تقارير لشركة التأمين وتقييم سمك الرحم بالعين المجرده بدون استخدام جهاز السونار وإجراء عملية قيصرية للمريضة قبل موافقة التأمين على ذلك مما تسبب في رفض تحمل تكلفة العملية القيصرية بالإضافه إلى تحميل الموظف كافة تكاليف الولادة وتكاليف علاج المولود مع العلم بأن التأمين الطبي يشمل المولود حتى 30 يوم بعد الولاده ولم يتم تقديم مطالبة لشركة التأمين وقام مقدم الخدمة بتقديم قضية لدفع التكاليف وتقرر ايقاف خدمات الموظف مما جعلنا نقوم بدفع المبلغ لحين اتخاذ اجراء عن تحميل الموظف كافة التكاليف ولم يتم مطالبة التأمين بالتكاليف الأخرى والتي لا تتعلق برفض العملية القيصرية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-06T21:00:00Z", "due_at": "2024-03-09T12:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-06T21:00:00Z", "explanation_received_at": "2024-03-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-09T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30141629, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-03-07 00:00:00", "closed": null, "received": "2024-03-07 15:08:00", "resolved": "2024-03-10 00:00:00", "escalated": null, "first_reminder": "2024-03-09 00:00:00" }, "imported_at": "2026-04-13T21:59:26.082590", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2267", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2267 } } }, { "model": "complaints.complaint", "pk": "5e5c563f-e176-4b1b-9876-9c457646b6dd", "fields": { "created_at": "2025-05-01T14:03:00Z", "updated_at": "2026-04-13T19:01:57.417Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الأمن ", "expected_result": "", "reference_number": "CMP-2025-05-4107", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-03T14:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-01T14:03:00Z", "explanation_received_at": "2025-05-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4107, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "5e5cf7e4-a09a-4f8f-8c36-99f713222028", "fields": { "created_at": "2025-02-24T19:44:00Z", "updated_at": "2026-04-13T19:01:26.025Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3798", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It translates to: \"The companion claims that a medical gauze was found in the patient's throat, causing suffocation, and requests an investigation.", "description": "It translates to: \"The companion claims that a medical gauze was found in the patient's throat, causing suffocation, and requests an investigation.\n\n[Arabic]:\nيدعي المرافق انه وجد شاش طبي في بلعوم المريضة ادى الى اختناقها ويطلب التحقيق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 38, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-26T19:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-24T19:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3798, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "5e6cb2c5-156c-4e7f-81b4-f19c120612d9", "fields": { "created_at": "2025-05-06T10:59:00Z", "updated_at": "2026-04-13T19:01:57.860Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-05-4127", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Al Hammadi Hospital due to bleeding at the beginning of my pregnancy. I saw Dr. Ashwaq, and after the examination, she said that the fetus had miscarried and that there was no gestational sac. A week later, I saw Dr. Nihal, who also said that the pregnancy had ended, but that a small piece remained and advised using herbs to help expel the remaining tissue.\n\nAfter that, I went to Dallah Hospital, where it was discovered that the pregnancy was still ongoing but was ectopic (outside the ", "description": "I visited Al Hammadi Hospital due to bleeding at the beginning of my pregnancy. I saw Dr. Ashwaq, and after the examination, she said that the fetus had miscarried and that there was no gestational sac. A week later, I saw Dr. Nihal, who also said that the pregnancy had ended, but that a small piece remained and advised using herbs to help expel the remaining tissue.\n\nAfter that, I went to Dallah Hospital, where it was discovered that the pregnancy was still ongoing but was ectopic (outside the uterus). I underwent surgery, and the fetus was removed.\n\n\n\n[Arabic]:\nأرجو منكم النظر في تحسين نظام التغذية وجودة الطعام، وتوفير خيارات أفضل تلبي احتياجات المرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-08T10:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-06T10:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4127, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "5e745865-f775-4a1d-ac38-46de1fdcf941", "fields": { "created_at": "2024-12-17T10:34:00Z", "updated_at": "2026-04-13T19:01:01.234Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15924-MOHAMMED HASSAN MAHMOUD HASSAN ", "expected_result": "", "reference_number": "CMP-2024-12-3373", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient attended the clinic and was dismissed by the doctor on the grounds that he was being investigated regarding a complaint that might be related to him, even though the doctor had previously contacted the patient and discussed the matter with him, and the patient informed him that she had not filed any complaint against him and that it might be a misunderstanding. The doctor was thanked and the matter was resolved, and the calls can be reviewed. Accordingly, she attended the clinic, but", "description": "The patient attended the clinic and was dismissed by the doctor on the grounds that he was being investigated regarding a complaint that might be related to him, even though the doctor had previously contacted the patient and discussed the matter with him, and the patient informed him that she had not filed any complaint against him and that it might be a misunderstanding. The doctor was thanked and the matter was resolved, and the calls can be reviewed. Accordingly, she attended the clinic, but to her surprise, he refused to see her and informed her that he did not want to continue treatment with her and to go to another doctor without mentioning any reasons for this.\n\n[Arabic]:\nتم حضور المراجعه للعياده وتم طردها من قبل الطبيب بحجة انه تم التحقيق معه فيما يخص شكوى ممكن ان تكون لها علاقه به علما انه تم التواصل مع المراجعه من قبل الطبيب سابقا والنقاش معه وابلاغه من قبل المراجعه انها لم ترفع اي شكوى تخصه وانه من الممكن ان يكون سوء فهم وتم شكر الطبيب والتفاهم معه ويمكن مراجعه المكالمات وعليه فقد تم الحضور للعياده ولكن المفاجاءه انه رفض استقبالي وتم ابلاغي بعدم رغبته بااكمال العلاج معي والتوجه لطبيب اخر دون ذكر اسباب لذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-16T21:00:00Z", "due_at": "2024-12-19T10:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-16T21:00:00Z", "second_reminder_sent_at": "2024-12-16T21:00:00Z", "escalated_at": "2024-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-16T21:00:00Z", "explanation_received_at": "2024-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 861932, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Assault and \nHarassment", "classification": "Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-12-17 00:00:00", "closed": null, "received": "2024-12-17 13:34:00", "resolved": "2024-12-26 00:00:00", "escalated": "2024-12-17 00:00:00", "first_reminder": "2024-12-17 00:00:00" }, "imported_at": "2026-04-13T22:01:01.226024", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3373", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية", "main": "الطبي" }, "original_complaint_num": 3373 } } }, { "model": "complaints.complaint", "pk": "5ef001b4-164b-40ab-aaca-bcb1914116c7", "fields": { "created_at": "2024-10-26T09:53:00Z", "updated_at": "2026-04-13T19:00:39.537Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3085", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "At 9:30, I was surprised to find a security guard at the door of my room, accompanied by nursery nurses, taking my newborn out of the room against my will. The guard said he represented the state and took the baby with the nurses to hand him over to his father. The baby stayed with his father for about a minute before being returned to us. After the guard left, my son Suleiman followed them out and saw my husband at the ATM handing the guard money. My husband took down the guard's phone number. ", "description": "At 9:30, I was surprised to find a security guard at the door of my room, accompanied by nursery nurses, taking my newborn out of the room against my will. The guard said he represented the state and took the baby with the nurses to hand him over to his father. The baby stayed with his father for about a minute before being returned to us. After the guard left, my son Suleiman followed them out and saw my husband at the ATM handing the guard money. My husband took down the guard's phone number. I was in room 4145. I demand an investigation into the incident involving the guard and a review of the security camera footage to confirm what happened.\n\n[Arabic]:\nفي تمام الساعة التاسعة والنصف تفاجئت برجل الامن عند باب الغرفة و معه ممرضات الحضانه لأخذ المولود\nخارج الغرفة رغماً عني حيث قال رجل الامن انا امثل الدولة واخذ الطفل مع الممرضات لتسليمه لوالده ومكث الطفل مع والده قرابه الدقيقة واعاد الطفل الينا وعند ما خرج الامن خرج ابني سليمان بعدهم وشاهد الزوج عند جهاز الصراف يسلم رجل الامن مبلغ مالي وتم اخذ رقم هاتف الامن من قبل الزوج كنت في غرفة ٤١٤٥, اطالب بفتح تحقيق مع رجل الامن و الرجوع لمشاهد الكاميرات لاثبات حدوث الواقعة وافادة عما حصل..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-25T21:00:00Z", "due_at": "2024-10-28T09:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-25T21:00:00Z", "explanation_received_at": "2024-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-29T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30081929, "source": "مراجع", "taxonomy": { "domain": null, "category": null, "subcategory": null, "classification": null }, "timeline": { "sent": "2024-10-26 00:00:00", "closed": null, "received": "2024-10-26 12:53:00", "resolved": "2024-10-30 00:00:00", "escalated": null, "first_reminder": "2024-10-27 00:00:00" }, "imported_at": "2026-04-13T22:00:39.530242", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3085", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 3085 } } }, { "model": "complaints.complaint", "pk": "5ef1174f-df23-4877-99eb-3369d1e91b0a", "fields": { "created_at": "2024-12-05T14:09:00Z", "updated_at": "2026-04-13T19:00:59.983Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3305", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "we arrived to a booked appointment to do cryotherapy session and we were not informed the used gas in not available until arriving , the appointment got cancelled but the problem of not informing the patient caused us to waste time and effort.. ", "description": "we arrived to a booked appointment to do cryotherapy session and we were not informed the used gas in not available until arriving , the appointment got cancelled but the problem of not informing the patient caused us to waste time and effort.. \n\n[Arabic]:\nوصلنا إلى موعد محجوز لإجراء جلسة علاج بالتبريد، ولم يتم إبلاغنا بأن الغاز المستخدم غير متوفر إلا عند وصولنا، وتم إلغاء الموعد، ولكن مشكلة عدم إبلاغ المريض تسببت في إهدار وقتنا وجهدنا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-04T21:00:00Z", "due_at": "2024-12-07T14:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-06T21:00:00Z", "second_reminder_sent_at": "2024-12-09T21:00:00Z", "escalated_at": "2024-12-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-04T21:00:00Z", "explanation_received_at": "2024-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-10T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1798379, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-05 00:00:00", "closed": null, "received": "2024-12-05 17:09:00", "resolved": "2024-12-11 00:00:00", "escalated": "2024-12-10 00:00:00", "first_reminder": "2024-12-07 00:00:00" }, "imported_at": "2026-04-13T22:00:59.980055", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3305", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 3305 } } }, { "model": "complaints.complaint", "pk": "5f076453-c7ec-4549-aaea-3574074098d3", "fields": { "created_at": "2024-08-15T08:09:00Z", "updated_at": "2026-04-13T19:00:17.208Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2812", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My friend and I were in an accident and were taken to the hospital together. The doctor discharged me, and I went to check on her. The doctor and his assistant were in the room performing an ultrasound on the patient. The room was full of visitors, and the radiologist started saying things that upset and hurt me psychologically, like, \"You're here to see the consequences of your actions and atone for your sins,\" and \"Why were you in such a hurry?\" My friend's daughter replied that it was fate, b", "description": "My friend and I were in an accident and were taken to the hospital together. The doctor discharged me, and I went to check on her. The doctor and his assistant were in the room performing an ultrasound on the patient. The room was full of visitors, and the radiologist started saying things that upset and hurt me psychologically, like, \"You're here to see the consequences of your actions and atone for your sins,\" and \"Why were you in such a hurry?\" My friend's daughter replied that it was fate, but when I left, the radiologist continued talking, saying, \"All of this happened to her because of you.\"\n\n[Arabic]:\n قد حصل علينا حادث واسعفنا للمستشفى معاً انا وصاحبتي وكتب لي الدكتور خروج وذهبت اتطمن على صاحبتي وكان الدكتور ومساعدته متواجدين بالغرفة يعملون سونار للمريضة والغرفة كانت مليئة بالزوار وبدأت اخصائية الأشعة بالتحدث بجمل ازعجتني وآذتني نفسياً مثل جايه تشوفين نتيجه أفعالك وتكفرين عن ذنبك و ليه تسرعين ردت عليها ابنة صاحبتي انه قضاء وقدر ولكنها عند خروجي ايضاً استمرت بالتحدث ترا هاذا كله صاير لها بسببك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-14T21:00:00Z", "due_at": "2024-08-17T08:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-16T21:00:00Z", "second_reminder_sent_at": "2024-08-17T21:00:00Z", "escalated_at": "2024-08-19T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-14T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30340496, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-08-15 00:00:00", "closed": null, "received": "2024-08-15 11:09:00", "resolved": "2024-09-02 00:00:00", "escalated": "2024-08-20 00:00:00", "first_reminder": "2024-08-17 00:00:00" }, "imported_at": "2026-04-13T22:00:17.198999", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2812", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2812 } } }, { "model": "complaints.complaint", "pk": "5f0dc135-1b58-4aaa-93d3-8925ee3cb35a", "fields": { "created_at": "2023-12-30T14:46:00Z", "updated_at": "2026-04-13T18:58:57.112Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2025", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I booked an appointment for my daughter at 9:00 AM and arrived at 8:59 AM. Neither the doctor nor the nurse was in the clinic. I waited until 9:18 AM, then went to the receptionist, Ali Hakami, and asked him about the doctor. He replied that she was on rounds for inpatients, even though the doctor didn't arrive at the hospital until 9:46 AM. I saw her enter through the door, but he didn't inform the supervisor about the delay. Appointments shouldn't be booked during rounds. I then went to the nu", "description": "I booked an appointment for my daughter at 9:00 AM and arrived at 8:59 AM. Neither the doctor nor the nurse was in the clinic. I waited until 9:18 AM, then went to the receptionist, Ali Hakami, and asked him about the doctor. He replied that she was on rounds for inpatients, even though the doctor didn't arrive at the hospital until 9:46 AM. I saw her enter through the door, but he didn't inform the supervisor about the delay. Appointments shouldn't be booked during rounds. I then went to the nurse and asked her about the doctor. She replied that the doctor's appointments are at 9:30 AM daily and that she had no idea about my appointment. She spoke loudly to me, even though this wasn't the first time the doctor had been late. I asked her why she wasn't in the clinic, and she dismissively replied, \"Tell the administration.\" I then went to the clinic supervisor and complained. I went back to wait for the doctor, who arrived at 9:46 AM and locked the door until 9:49 AM. Then she let us into the clinic, but... Please offer me any apology or explanation!\n\n[Arabic]:\nحجزت موعد لابنتي الساعة ٩ صباحا وحضرت في تمام الساعة 8:59 ولم تكن الطبيبة ولا حتى الممرضة\nموجودين بالعيادة وجلست انتظر حتى الساعة ٩:١٨ ثم توجهت لموظف الاستقبال علي حكمي وسالته عن الطبيبة\nواجاب بان لديها راوند للمرضى المنومين علما بان الطبيبة لم تصل الى المستشفى الا الساعة ٩:٤٦ وقد رايتها عند\nدخولها من الباب ولم يتجاوب معي بابلاغ المشرف بهذا التاخير ومن المفترض عدم حجز مواعيد بنفس وقت\nالراوند ثم توجهت للممرضة وسالتها عن الطبيبة وكان جوابها ان الطبيبة يوميا مواعيدها الساعة 9:30 وان ليس\nلديها خبر بالموعد وكانت تتحدث معي بصوت مرتفع علما بان التاخير هذا ليس للمرة الاولى من الطبيبة وسالتها\nلماذا لم تكوني موجودة بالعيادة واجابت اخبري الادارة بكل استهتار توجهت بعدها لمشرف العيادات وابلغتها\nبالشكوى وذهبت مرة اخرى لانتظر الطبيبة التي وصلت 9:46 واقفلت الباب الى 9:49 ثم ادخلتنا العيادة ولم تقدم\nلي اي اعتذار او تبرير!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-30T21:00:00Z", "due_at": "2024-01-01T14:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-30T21:00:00Z", "explanation_received_at": "2023-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1826130, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-12-31 00:00:00", "closed": null, "received": "2023-12-30 17:46:00", "resolved": "2023-12-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:57.108277", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2025", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2025 } } }, { "model": "complaints.complaint", "pk": "5f19d846-685c-40d0-a715-a708dc3f6123", "fields": { "created_at": "2025-10-06T13:42:00Z", "updated_at": "2026-04-13T19:02:59.974Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " MOHAMMED KHALID MOHAMMED ALHAZMI", "expected_result": "", "reference_number": "CMP-2025-10-5031", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The specialist demonstrated unprofessional conduct.\"", "description": "\"The specialist demonstrated unprofessional conduct.\"\n\n[Arabic]:\nاسلوب غير مهني من قبل الاخصائي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-08T13:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-06T13:42:00Z", "explanation_received_at": "2025-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5031, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "5f5942bc-225d-4ba7-b9d1-7275d3cc362b", "fields": { "created_at": "2023-02-21T10:42:00Z", "updated_at": "2026-04-13T18:57:07.541Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0935", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked for February 19, 2023, to donate blood. Upon arriving at the appointment, I was informed that the staff member would arrive at 9:00 AM. When I returned at 9:00 AM, I was told that he would arrive at 10:00 AM. This led to my frustration and I left the hospital without donating blood.", "description": "An appointment was booked for February 19, 2023, to donate blood. Upon arriving at the appointment, I was informed that the staff member would arrive at 9:00 AM. When I returned at 9:00 AM, I was told that he would arrive at 10:00 AM. This led to my frustration and I left the hospital without donating blood.\n\n[Arabic]:\nتم حجز موعد بتاريخ 19 فبراير 2023 للتبرع بالدم وعند حضوري على الموعد تم ابلاغي بان سيتم حضور الموظف الساعه 9 وعند عودتي الساعه 9 تم ابلاغي بانه سيحضر الساعه 10 وذلك ادى الى استيائي ومغادرتي المستشفى دون التبرع بالدم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 211, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-20T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30112399, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.7.Scheduling errors" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 13:42:00", "resolved": "2023-02-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.539061", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0935", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "بنك الدم", "main": "الطبي" }, "original_complaint_num": 935 } } }, { "model": "complaints.complaint", "pk": "5f75c85b-d159-44c5-9af0-4de10b4f8379", "fields": { "created_at": "2025-10-09T09:28:00Z", "updated_at": "2026-04-13T19:03:00.552Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5055", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The delivery case was transferred to the hospital, even though the delivery had occurred at home an hour prior to arrival, and therefore only a portion of the cost was covered by the insurance company.\nThe patient's condition did not require hospitalization or a two-day hospital stay, and we were not informed in advance that the treatment cost would exceed the insurance limit or that additional amounts would be charged.", "description": "The delivery case was transferred to the hospital, even though the delivery had occurred at home an hour prior to arrival, and therefore only a portion of the cost was covered by the insurance company.\nThe patient's condition did not require hospitalization or a two-day hospital stay, and we were not informed in advance that the treatment cost would exceed the insurance limit or that additional amounts would be charged.\n\n[Arabic]:\nتم تحويل حالة الولادة إلى المستشفى، مع العلم أن الولادة قد تمت في المنزل قبل ساعة من الوصول، ولذلك لم تُغطَّ سوى جزء من المبلغ من قبل شركة التأمين.\nكما أن حالة المريضة لم تكن تستدعي التنويم أو البقاء في المستشفى لمدة يومين، ولم يتم إبلاغنا مسبقًا بأن تكلفة العلاج ستتجاوز الحد المسموح به من التأمين أو أن هناك مبالغ إضافية سيتم تحميلها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-11T09:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-09T09:28:00Z", "explanation_received_at": "2025-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5055, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "5f761c5d-e231-4507-acb7-bcfb6c649377", "fields": { "created_at": "2022-08-31T21:52:00Z", "updated_at": "2026-04-13T18:56:04.673Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. NIZAR BURHAN AHMED HAMDI", "expected_result": "", "reference_number": "CMP-2022-09-0026", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was taken to the delivery room and I was unable to give birth. The doctor treated me inappropriately and was not kind to me. The doctor raised her voice and when the baby came out she was saying (God is sufficient for me and He is the best disposer of affairs). My psychological state was not good when I heard that and I thought that my baby was not well. She told me that I would leave and my baby would stay in an unprofessional manner.", "description": "I was taken to the delivery room and I was unable to give birth. The doctor treated me inappropriately and was not kind to me. The doctor raised her voice and when the baby came out she was saying (God is sufficient for me and He is the best disposer of affairs). My psychological state was not good when I heard that and I thought that my baby was not well. She told me that I would leave and my baby would stay in an unprofessional manner.\n\n[Arabic]:\nتم دخولي غرفه الولاده وكنت غير قادره على الولاده وتم معاملتي من قبل الدكتورة بطريقة غيرلائقه ولم تكن لطيفه معي وتم رفع نبرة الصوت من قبل الدكتورة وعند خروج الطفل كانت تقول (حسبي االله ونعم الوكيل) وحالتي النفسيه لم تكن جيده عند سماع ذلك وظننت ان طفلي ليس بخير وتم اخباري من قبلها انني سوف اخرج وطفلي سوف يبقى بطريقة غير مهنيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-31T21:00:00Z", "due_at": "2022-09-02T21:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-31T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30193325, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2022-09-01 00:00:00", "closed": null, "received": "2022-09-01 00:52:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:04.663108", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0026", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 26 } } }, { "model": "complaints.complaint", "pk": "5f8e7544-e807-41cf-a02b-07fed5784797", "fields": { "created_at": "2023-10-17T16:07:00Z", "updated_at": "2026-04-13T18:58:31.131Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1724", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The delay in submitting a sick leave certificate via the Sehaty platform, noting that communication was made but no response was received from the medical reports department.", "description": "The delay in submitting a sick leave certificate via the Sehaty platform, noting that communication was made but no response was received from the medical reports department.\n\n[Arabic]:\nالتاخير في رفع اجازة مرضية عبر منصة صحتي علماً انه تم التواصل ولم يتم الرد من قبل قسم التقارير الطبية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-16T21:00:00Z", "due_at": "2023-10-19T16:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-16T21:00:00Z", "explanation_received_at": "2023-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293673, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-17 00:00:00", "closed": null, "received": "2023-10-17 19:07:00", "resolved": "2023-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.122385", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1724", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1724 } } }, { "model": "complaints.complaint", "pk": "5fa353f0-40d5-4d6f-b615-d7e4f885ade4", "fields": { "created_at": "2024-05-27T13:36:00Z", "updated_at": "2026-04-13T18:59:48.253Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2515", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I rushed to assist my uncle and headed to Al Hammadi Hospital, where I received traffic violations on the way. When I requested a report from the duty manager to prove that I was responding to the situation and to attach it for appealing the traffic violations, the duty manager refused my request in the middle of the night.\n", "description": "I rushed to assist my uncle and headed to Al Hammadi Hospital, where I received traffic violations on the way. When I requested a report from the duty manager to prove that I was responding to the situation and to attach it for appealing the traffic violations, the duty manager refused my request in the middle of the night.\n\n\n[Arabic]:\nتم اسعافي لعمي والتوجه الى مستشفى الحمادي وتلقي مخالفات مروريه اثناء التوجه للمستشفى وعند الطلب من المدير المناوب تقرير يثبت اسعافي للحالة وارفاقه للاعتراض على المخالفات المروريه تم الرفض من قبل المدير المناوب في فترة منتصف الليل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-26T21:00:00Z", "due_at": "2024-05-29T13:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30329133, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-05-27 00:00:00", "closed": null, "received": "2024-05-27 16:36:00", "resolved": "2024-05-29 00:00:00", "escalated": null, "first_reminder": "2024-05-28 00:00:00" }, "imported_at": "2026-04-13T21:59:48.250937", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2515", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2515 } } }, { "model": "complaints.complaint", "pk": "5fae4011-0468-4720-82be-07d6cddcf632", "fields": { "created_at": "2024-01-06T16:44:00Z", "updated_at": "2026-04-13T18:59:06.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr NIBAL RADWAN OKLEH SHAWAKFAH", "expected_result": "", "reference_number": "CMP-2024-01-2050", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "After the birth, no instructions were given, and the doctor did not take the baby's weight or head circumference. They told me to come to the clinic on Saturday evening, and when I arrived, I sat waiting for an hour and a half. Also, I had a bad experience with the nursery service, as the doctor did not give any instructions. After doing the tests, they asked me to have the baby's sugar tested without telling me the result.", "description": "After the birth, no instructions were given, and the doctor did not take the baby's weight or head circumference. They told me to come to the clinic on Saturday evening, and when I arrived, I sat waiting for an hour and a half. Also, I had a bad experience with the nursery service, as the doctor did not give any instructions. After doing the tests, they asked me to have the baby's sugar tested without telling me the result.\n\n[Arabic]:\nبعد الولادة لم يتم شرح اي تعليمات ولم يقوم الدكتور باخذ الوزن ولا مقاس محيط الراس للطفل واخبروني بالحضور الى العيادة يوم السبت مساء وعندالحضور جلست في الانتظار ساعة و نصف، وايضا كانت تجربة سيئة لي مع الخدمة بالحضانة حيث لم يعطي الدكتور اي تعليمات وبعد عمل الفحوصات طلبو مني تحليل سكرالطفل دون اخباري بالنتيجة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-08T16:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-07T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308162, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": null, "received": "2024-01-06 19:44:00", "resolved": "2024-01-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.031963", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2050", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 2050 } } }, { "model": "complaints.complaint", "pk": "5fc29161-2e54-4980-a5a2-4cc77cdfeb74", "fields": { "created_at": "2024-02-18T15:57:00Z", "updated_at": "2026-04-13T18:59:18.941Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2218", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The auditor stated that he needed to receive the 2010 reports but was informed that they were unavailable.", "description": "The auditor stated that he needed to receive the 2010 reports but was informed that they were unavailable.\n\n[Arabic]:\nيفيد المراجع بضرورة استلام تقارير سنة 2010 وتمت افادته بعدم وجودها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-17T21:00:00Z", "due_at": "2024-02-20T15:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 52507, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.1.Paperwork delays" }, "timeline": { "sent": "2024-02-18 00:00:00", "closed": null, "received": "2024-02-18 18:57:00", "resolved": "2024-02-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.933776", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2218", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2218 } } }, { "model": "complaints.complaint", "pk": "5ffc6a52-6213-473a-839e-fb46f9ec9fb0", "fields": { "created_at": "2025-09-24T06:26:00Z", "updated_at": "2026-04-13T19:02:50.114Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4934", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My usual medication dispensing was delayed. I submitted a medication dispensing request to Dr. Sulaiman Al Habib Hospital on September 9, 2025. However, the insurance company reported that the request was submitted in the name of another patient, which led to the request being rejected.\n\nAfter investigation, it was determined that the hospital had made the mistake. The request was submitted in the name of another patient by mistake, even though the medication had been dispensed several times bef", "description": "My usual medication dispensing was delayed. I submitted a medication dispensing request to Dr. Sulaiman Al Habib Hospital on September 9, 2025. However, the insurance company reported that the request was submitted in the name of another patient, which led to the request being rejected.\n\nAfter investigation, it was determined that the hospital had made the mistake. The request was submitted in the name of another patient by mistake, even though the medication had been dispensed several times before without any problems.\n\nDue to the delay in processing, I was forced to purchase the medication in cash from an outside pharmacy at my own expense.\n\n[Arabic]:\nتأخر صرف الدواء المعتاد، حيث إنني قمت برفع طلب صرف الدواء لدى مستشفى الدكتور سليمان الحبيب بتاريخ 9 سبتمبر 2025، إلا أن شركة التأمين أفادت بأن الطلب تم تقديمه باسم مريضة أخرى مما أدى إلى رفض الطلب.\n\nوبعد التحقق، تبين أن الخطأ يعود إلى المستشفى، حيث تم رفع الطلب باسم شخص آخر عن طريق الخطأ، رغم أن صرف الدواء قد تم لعدة مرات سابقة دون أي مشاكل.\n\nونظرًا لتأخر المعاملة، اضطررت إلى شراء الدواء نقدًا من صيدلية خارجية على حسابي الخاص", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-26T06:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-24T06:26:00Z", "explanation_received_at": "2025-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4934, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "6011c2ed-ed09-467c-86fe-a4652f2c623c", "fields": { "created_at": "2025-04-26T00:26:00Z", "updated_at": "2026-04-13T19:01:48.752Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ABED HOUMOUD AL LEHIBI", "expected_result": "", "reference_number": "CMP-2025-04-4083", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The front teeth were fractured during or after the endoscopy procedure, without prior notification to the patient of the potential risk, and without necessary precautions being taken, resulting in clear physical harm that warrants medical accountability", "description": "The front teeth were fractured during or after the endoscopy procedure, without prior notification to the patient of the potential risk, and without necessary precautions being taken, resulting in clear physical harm that warrants medical accountability\n\n[Arabic]:\nتعرض الأسنان الأمامية للكسر أثناء أو بعد إجراء عملية المنظار، دون إبلاغ المريض مسبقاً باحتمالية حدوث ذلك، ودون اتخاذ الاحتياطات اللازمة، مما تسبب بضرر جسدي واضح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-28T00:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-26T00:26:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4083, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "60202cb6-ac6c-4c6d-8213-9bb645013d8d", "fields": { "created_at": "2023-01-24T09:26:00Z", "updated_at": "2026-04-13T18:56:56.398Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "HAWAS TALEB ALSADOUN", "expected_result": "", "reference_number": "CMP-2023-01-0808", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was transferred to the intensive care unit and told to remove her personal belongings from her room by 7 PM on Monday.\n\nThey informed her that I was at work and would return the following morning. Upon arriving at the hospital, I was surprised to find another patient in the same room. I have no idea where my personal belongings are or how they entered the room without permission.\n", "description": "My wife was transferred to the intensive care unit and told to remove her personal belongings from her room by 7 PM on Monday.\n\nThey informed her that I was at work and would return the following morning. Upon arriving at the hospital, I was surprised to find another patient in the same room. I have no idea where my personal belongings are or how they entered the room without permission.\n\n\n[Arabic]:\nتم نقل زوجتي الى العنايه المركزه وتم اخبار زوجتي بتفريغ الغرفھ من الاغراض الشخصيه يوم الاثنين الساعه 7 مساء\nوتم افادتهم بانني في العمل وسوف احضر في صباح اليوم التالي .. عند حضوري للمستشفى تفاجات بوجود مريض اخر\nفي نفس الغرفھ ولا اعلم اين هي الاغراض الشخصيھ وكيف تم دخول الغرفه بدون اذن", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-29T21:00:00Z", "due_at": "2023-01-26T09:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245460, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-01-30 00:00:00", "closed": "2023-01-30 00:00:00", "received": "2023-01-24 12:26:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:56.395255", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0808", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 808 } } }, { "model": "complaints.complaint", "pk": "6031b7ce-d529-4dd5-aac4-3a8cdeedc701", "fields": { "created_at": "2023-05-24T10:21:00Z", "updated_at": "2026-04-13T18:57:40.737Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1288", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The sick leave has not been issued on the Seha platform.", "description": "The sick leave has not been issued on the Seha platform.\n\n[Arabic]:\nلم يتم اصدار الاجازة المرضية على منصة صحة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-23T21:00:00Z", "due_at": "2023-05-26T10:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-23T21:00:00Z", "explanation_received_at": "2023-05-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-23T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30227337, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-05-24 00:00:00", "closed": null, "received": "2023-05-24 13:21:00", "resolved": "2023-05-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.734512", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1288", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1288 } } }, { "model": "complaints.complaint", "pk": "604f361c-b480-43b0-b706-a6806bf513a2", "fields": { "created_at": "2025-10-16T00:22:00Z", "updated_at": "2026-04-13T19:03:01.702Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr SARAH YOUSEF AHMED HAMID", "expected_result": "", "reference_number": "CMP-2025-10-5091", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complaint was filed, and we were referred to the gynecologist, Sarah. Another doctor then arrived at the hospital's emergency department at 10:00 PM to receive the case. A heated discussion ensued between them due to a discrepancy in diagnosis. The consultant was contacted, who informed them that the case needed to be admitted.\n\nDr. Sarah submitted an insurance claim for admission at 11:30 PM, but the insurance company responded stating that they needed additional test results for approval.\n", "description": "The complaint was filed, and we were referred to the gynecologist, Sarah. Another doctor then arrived at the hospital's emergency department at 10:00 PM to receive the case. A heated discussion ensued between them due to a discrepancy in diagnosis. The consultant was contacted, who informed them that the case needed to be admitted.\n\nDr. Sarah submitted an insurance claim for admission at 11:30 PM, but the insurance company responded stating that they needed additional test results for approval.\n\nBy that time, Dr. Sarah's shift had ended, and another doctor arrived and informed us that she had submitted a new insurance claim, but the approval had not arrived.\n\nUpon inquiry, I was informed that the first claim Dr. Sarah had submitted was using the wrong code, and a new claim was subsequently sent with the correct code. However, I have not received any confirmed information from anyone regarding the cause of the problem or how to resolve it.\n\nI would like to hold accountable the parties responsible for this error, which caused a loss of time and a delay of nearly two hours in admission, negatively impacting my health.\n\n[Arabic]:\nتم تقديم الشكوى، وتم تحويلنا إلى الطبيبة المختصة بالنساء \"سارة\". وبعد ذلك، حضرت طبيبة أخرى إلى قسم الطوارئ في المستشفى في تمام الساعة 10 مساءً لاستلام الحالة، وحدثت مناقشة حادة بينهما بسبب اختلاف في التشخيص. وقد تم التواصل مع الطبيب الاستشاري، والذي أبلغهم بضرورة تنويم الحالة.\n\nقامت الطبيبة سارة برفع طلب التأمين بالموافقة على التنويم في تمام الساعة 11:30 مساءً، ولكن ورد رد من شركة التأمين يفيد بأنهم بحاجة إلى نتائج فحوصات إضافية للموافقة.\n\nبحلول ذلك الوقت، كان دوام الطبيبة سارة قد انتهى، وجاءت طبيبة أخرى وأبلغتنا بأنها قامت بإرسال طلب جديد للتأمين، لكن لم تصل الموافقة.\n\nعند الاستفسار، أُبلغت بأن الطلب الأول الذي أرسلته الطبيبة سارة تم باستخدام كود خاطئ، وتم إرسال طلب جديد بالكود الصحيح لاحقًا، لكنني لم أتلقَ معلومات مؤكدة من أي جهة بخصوص أسباب المشكلة، أو كيفية حلها.\n\nأرغب في محاسبة الأطراف المسؤولة عن هذا الخطأ، الذي تسبب في ضياع الوقت وتأخير التنويم لمدة تقارب الساعتين، مما أثر سلبًا على الحالة الصحية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-18T00:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-16T00:22:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5091, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "60606511-7df0-45f6-ae69-d752d41e20ec", "fields": { "created_at": "2024-05-29T06:16:00Z", "updated_at": "2026-04-13T18:59:48.368Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Aamir Usman Baig", "expected_result": "", "reference_number": "CMP-2024-05-2518", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "774c29a9-dead-4912-9006-bc1714131765", "title": "I attended the clinic of the mentioned doctor and received unprofessional treatment.\n", "description": "I attended the clinic of the mentioned doctor and received unprofessional treatment.\n\n\n[Arabic]:\nتم حضوري لعيادة الدكتور المذكور وتلقي اسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-28T21:00:00Z", "due_at": "2024-05-31T06:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-28T21:00:00Z", "explanation_received_at": "2024-06-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1423766, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-29 00:00:00", "closed": null, "received": "2024-05-29 09:16:00", "resolved": "2024-06-12 00:00:00", "escalated": null, "first_reminder": "2024-06-01 00:00:00" }, "imported_at": "2026-04-13T21:59:48.356769", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2518", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 2518 } } }, { "model": "complaints.complaint", "pk": "60d1a3b6-30f2-43a8-9518-9ae1279d55e2", "fields": { "created_at": "2023-09-17T06:59:00Z", "updated_at": "2026-04-13T18:58:20.310Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1628", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " For over 4 months, we have been contacting patient relations and there has been no response or reply.", "description": " For over 4 months, we have been contacting patient relations and there has been no response or reply.\n\n[Arabic]:\nاكثر من 4 اشهر يتم التواصل مع علاقات المرضى ولا يوجد تجاوب او رد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-26T21:00:00Z", "due_at": "2023-09-19T06:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-26T21:00:00Z", "explanation_received_at": "2023-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-09-27 00:00:00", "closed": " ", "received": "2023-09-17 09:59:00", "resolved": "2023-10-03 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.302121", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1628", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1628 } } }, { "model": "complaints.complaint", "pk": "60e52676-15be-4bab-a58a-8f39b9e76d7e", "fields": { "created_at": "2024-08-26T08:00:00Z", "updated_at": "2026-04-13T19:00:18.173Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2832", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "For over two months I've been trying to contact the radiology department, but there's no answer. I need an appointment for a breast exam, and I've called the appointments department, and they've contacted the radiology department, but to no avail. Their excuse is that I've been called multiple times and haven't received a response, which is untrue; they haven't contacted me at all.", "description": "For over two months I've been trying to contact the radiology department, but there's no answer. I need an appointment for a breast exam, and I've called the appointments department, and they've contacted the radiology department, but to no avail. Their excuse is that I've been called multiple times and haven't received a response, which is untrue; they haven't contacted me at all.\n\n[Arabic]:\nلاكثر من شهرين اتصل على قسم الاشعة ومافي رد وابغى موعد فحص للثدي واتصل على المواعيد ويكلمون\nالاشعة للاتصال ولا في فايدة حجتهم انه تم الاتصال بي اكثر من مرة ولم يتم الرد وهذا الكلام غير صحيح لم يتم\nالتواصل ابدا . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-25T21:00:00Z", "due_at": "2024-08-28T08:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-26T21:00:00Z", "second_reminder_sent_at": "2024-08-27T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-25T21:00:00Z", "explanation_received_at": "2024-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1128084, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-08-26 00:00:00", "closed": null, "received": "2024-08-26 11:00:00", "resolved": "2024-08-31 00:00:00", "escalated": null, "first_reminder": "2024-08-27 00:00:00" }, "imported_at": "2026-04-13T22:00:18.167855", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2832", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 2832 } } }, { "model": "complaints.complaint", "pk": "610299ff-734f-425b-a2c9-603214c2af40", "fields": { "created_at": "2025-02-17T08:57:00Z", "updated_at": "2026-04-13T19:01:25.357Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3743", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctors' checkup for Bupa customers was raised from 38 riyals to 69 riyals, and when the management was asked, they said to check with Bupa, and after communicating with Bupa...they said that no prices had been raised and they did not have any information in this regard.", "description": "The doctors' checkup for Bupa customers was raised from 38 riyals to 69 riyals, and when the management was asked, they said to check with Bupa, and after communicating with Bupa...they said that no prices had been raised and they did not have any information in this regard.\n\n[Arabic]:\nتم رفع كشفية الأطباء على عملاء شركة بوبا من ٣٨ ريال الى ٦٩ ريال وعندما تم سؤال الاداره قالوا راجع مع بوبا وبعد التواصل مع بوبا ...قالوا لم يتم رفع اي اسعار ولا يوجد عندهم اي معلومات بهذا الشأن", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-19T08:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-17T08:57:00Z", "explanation_received_at": "2025-02-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3743, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "6120aa90-673c-4e24-bfe4-3a331a68802d", "fields": { "created_at": "2025-11-17T07:44:00Z", "updated_at": "2026-04-13T19:03:14.080Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAGDY AHMED ELERYAN", "expected_result": "", "reference_number": "CMP-2025-11-5319", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was experiencing a high fever and shortness of breath, and the medical staff informed me that I would be given oxygen and an IV drip. Afterward, a nurse drew a blood sample and told me I needed to pay for the tests.\n\nThe doctor was called, and I told him I hadn't requested the tests and hadn't been informed beforehand that blood would be drawn for this purpose.\n\nSo, I have a question:\nWhy did the doctor order the blood draw and then only give me an IV drip and oxygen, without performing the te", "description": "I was experiencing a high fever and shortness of breath, and the medical staff informed me that I would be given oxygen and an IV drip. Afterward, a nurse drew a blood sample and told me I needed to pay for the tests.\n\nThe doctor was called, and I told him I hadn't requested the tests and hadn't been informed beforehand that blood would be drawn for this purpose.\n\nSo, I have a question:\nWhy did the doctor order the blood draw and then only give me an IV drip and oxygen, without performing the tests or explaining their purpose?\n\nFurthermore, I wasn't given a medical report or any explanation of my condition afterward.\n\n[Arabic]:\nكنت أعاني من ارتفاع في الحرارة وضيق في التنفس، وتم إبلاغي من قبل الطاقم الطبي بأنه سيتم إعطائي أكسجين ومغذي. بعد ذلك قامت الممرضة بسحب عينة دم، وأفادتني بضرورة التوجه لدفع قيمة التحاليل.\n\nتم استدعاء الطبيب، وأخبرته بأنني لم أطلب إجراء التحاليل، ولم يتم إبلاغي مسبقًا بأنه سيتم سحب الدم لهذا الغرض.\nلذا لدي استفسار:\nلماذا قام الطبيب بطلب سحب الدم ثم اكتفى بإعطائي مغذي وأكسجين فقط، دون إجراء التحاليل أو إخباري بسببها؟\nكما لم يتم إعطائي كشف طبي أو إيضاح لحالتي الصحية بعد ذلك", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-19T07:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-17T07:44:00Z", "explanation_received_at": "2025-11-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5319, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "61363e88-5f08-41db-86ef-232813e5e3ea", "fields": { "created_at": "2023-03-27T20:31:00Z", "updated_at": "2026-04-13T18:57:19.621Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1107", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave request was not uploaded to the correct platform.", "description": "The leave request was not uploaded to the correct platform.\n\n[Arabic]:\nلم يتم اصدار الاجازة المرضية على منصة صحة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-26T21:00:00Z", "due_at": "2023-03-29T20:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30052349, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-03-27 00:00:00", "closed": null, "received": "2023-03-27 23:31:00", "resolved": "2023-03-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.611248", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1107", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1107 } } }, { "model": "complaints.complaint", "pk": "614d39e7-a6bd-4294-a18b-e251eb43bd05", "fields": { "created_at": "2025-12-18T14:27:00Z", "updated_at": "2026-04-13T19:03:24.868Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5490", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child’s father states that he followed up with obstetrics and gynecology physicians, and no fetal abnormalities were detected during the pregnancy.", "description": "The child’s father states that he followed up with obstetrics and gynecology physicians, and no fetal abnormalities were detected during the pregnancy.\n\n[Arabic]:\nيفيد والد الطفله بانه تابع عند اطباء النساء والولاده ولم يتم اكتشاف اي تشوه في الجنين اثناء فترة الحمل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-20T14:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-18T14:27:00Z", "explanation_received_at": "2025-12-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5490, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "61502523-fe8c-46e8-9c13-3777f69cb47c", "fields": { "created_at": "2023-03-12T13:53:00Z", "updated_at": "2026-04-13T18:57:17.503Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1005", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "sick leave", "description": "sick leave\n\n[Arabic]:\nاجازه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 36, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-14T21:00:00Z", "due_at": "2023-03-14T13:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30199975, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-03-15 00:00:00", "closed": null, "received": "2023-03-12 16:53:00", "resolved": "2023-03-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.500310", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1005", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة للأطفال", "main": "الطبي" }, "original_complaint_num": 1005 } } }, { "model": "complaints.complaint", "pk": "6154e9a8-879e-4a14-9f58-7a2f86a139b3", "fields": { "created_at": "2025-04-07T17:38:00Z", "updated_at": "2026-04-13T19:01:46.664Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض تنويم الباطنه ", "expected_result": "", "reference_number": "CMP-2025-04-3979", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient is a 91-year-old person with special needs (blind) and also suffers from tumors. He was transferred from the intensive care unit to the third floor of the inpatient department, room number 3115, on 4/6. We requested from the attending doctor and nurse to submit a request for approval from the insurance company to allow a companion to stay in the room at 8:00 PM. Unfortunately, the bed was not provided. After following up with the insurance approval department, it was found that the r", "description": "The patient is a 91-year-old person with special needs (blind) and also suffers from tumors. He was transferred from the intensive care unit to the third floor of the inpatient department, room number 3115, on 4/6. We requested from the attending doctor and nurse to submit a request for approval from the insurance company to allow a companion to stay in the room at 8:00 PM. Unfortunately, the bed was not provided. After following up with the insurance approval department, it was found that the request was submitted by the inpatient department at 9:00 PM. The approval from Bupa insurance was received at 9:30 PM and sent by the approval department to the inpatient department at 9:30 PM with the approval. However, the bed was not provided until the following day at 12:45 PM after revisiting the inpatient department.\n\n[Arabic]:\nتاخير بتوفير الخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T17:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T17:38:00Z", "explanation_received_at": "2025-04-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3979, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "6173268e-3fb9-4f06-acd2-a240e2dd2426", "fields": { "created_at": "2025-09-03T09:27:00Z", "updated_at": "2026-04-13T19:02:46.406Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4731", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to report an incident that occurred during my recent visit. A nurse had already drawn a\nblood sample from me, but shortly afterward, another nurse came in requesting to draw blood again.\nWhen I refused and asked for an explanation, she informed me that there had been a mix-up in blood\nsamples with another patient. I am extremely concerned and dissatisfied with this situation. Such\n.errors can lead to serious medical consequences and pose a significant risk to patient safety", "description": "I would like to report an incident that occurred during my recent visit. A nurse had already drawn a\nblood sample from me, but shortly afterward, another nurse came in requesting to draw blood again.\nWhen I refused and asked for an explanation, she informed me that there had been a mix-up in blood\nsamples with another patient. I am extremely concerned and dissatisfied with this situation. Such\n.errors can lead to serious medical consequences and pose a significant risk to patient safety\n\n[Arabic]:\nود الإبلاغ عن حادثة وقعت خلال زيارتي الأخيرة. كانت ممرضة قد سحبت عينة دم مني، ولكن بعد ذلك بوقت قصير، جاءت ممرضة أخرى تطلب سحب دم مرة أخرى. عندما رفضتُ وطلبتُ تفسيرًا، أخبرتني بوجود خلط في عينات الدم مع مريض آخر. أنا قلق للغاية وغير راضٍ عن هذا الوضع. قد تؤدي مثل هذه الأخطاء إلى عواقب طبية خطيرة وتشكل خطرًا كبيرًا على سلامة المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-05T09:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-03T09:27:00Z", "explanation_received_at": "2025-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4731, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "6196ff88-fff0-46ff-a994-f0f488d5514a", "fields": { "created_at": "2024-12-08T08:47:00Z", "updated_at": "2026-04-13T19:01:00.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3317", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son was born on 18/8/2012 (Al-Ulya branch), and I requested a birth notification but have not received it.", "description": "My son was born on 18/8/2012 (Al-Ulya branch), and I requested a birth notification but have not received it.\n\n[Arabic]:\nتمت ولادة ابني بتاريخ 18/8/2012 (فرع العليا ) ، وتم طلب تبليغ الولادة ولم تتم إفادتي به ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-07T21:00:00Z", "due_at": "2024-12-10T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-07T21:00:00Z", "explanation_received_at": "2024-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1374969, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Birth registry issues" }, "timeline": { "sent": "2024-12-08 00:00:00", "closed": null, "received": "2024-12-08 11:47:00", "resolved": "2024-12-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:00.375599", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3317", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3317 } } }, { "model": "complaints.complaint", "pk": "61b894e5-cf2c-4aed-a094-77838a1518c2", "fields": { "created_at": "2023-10-18T08:26:00Z", "updated_at": "2026-04-13T18:58:31.466Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1728", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification.", "description": "Delay in submitting the birth notification.\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-17T21:00:00Z", "due_at": "2023-10-20T08:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-17T21:00:00Z", "explanation_received_at": "2023-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295505, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-18 00:00:00", "closed": null, "received": "2023-10-18 11:26:00", "resolved": "2023-10-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.463388", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1728", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1728 } } }, { "model": "complaints.complaint", "pk": "61c76254-05e5-495f-869a-046f0ecbbf90", "fields": { "created_at": "2023-01-12T15:59:00Z", "updated_at": "2026-04-13T18:56:55.023Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0778", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "THEY PUT A WRONG NAME ON MY BABY, INEED TO DO A LAB REST TO MAKE SURE IF THIS MYBABY OR NOT", "description": "THEY PUT A WRONG NAME ON MY BABY, INEED TO DO A LAB REST TO MAKE SURE IF THIS MYBABY OR NOT\n\n[Arabic]:\nلقد وضعوا اسمًا خاطئًا على طفلي، أحتاج إلى إجراء فحص مخبري للتأكد مما إذا كان هذا طفلي أم لا.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 42, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-14T21:00:00Z", "due_at": "2023-01-14T15:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-21T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20305472, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "1.2.Neglect" }, "timeline": { "sent": "2023-01-15 00:00:00", "closed": "2023-01-22 00:00:00", "received": "2023-01-12 18:59:00", "resolved": null, "escalated": null, "first_reminder": "2023-01-15 00:00:00" }, "imported_at": "2026-04-13T21:56:55.018886", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0778", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الحضانة", "main": "الطبي" }, "original_complaint_num": 778 } } }, { "model": "complaints.complaint", "pk": "61ccd5b7-343b-4ba5-aba5-3f5bcdbff4e2", "fields": { "created_at": "2024-05-23T14:06:00Z", "updated_at": "2026-04-13T18:59:47.867Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2491", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in the appearance of test results.\n", "description": "Delay in the appearance of test results.\n\n\n[Arabic]:\nتاخير بظهور نتائج تحاليل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-22T21:00:00Z", "due_at": "2024-05-25T14:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-22T21:00:00Z", "explanation_received_at": "2024-05-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30310628, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-05-23 00:00:00", "closed": null, "received": "2024-05-23 17:06:00", "resolved": "2024-05-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:47.861453", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2491", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2491 } } }, { "model": "complaints.complaint", "pk": "61e11aed-94ed-4dc1-9dbb-7bc3492c9e2c", "fields": { "created_at": "2023-06-25T12:57:00Z", "updated_at": "2026-04-13T18:57:50.359Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1382", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the emergency department and went to the emergency doctors to inquire about the ENT doctor. I was informed that there would be no ENT doctor available until 4 PM.", "description": "I arrived at the emergency department and went to the emergency doctors to inquire about the ENT doctor. I was informed that there would be no ENT doctor available until 4 PM.\n\n[Arabic]:\nتم حضوري الى قسم الطوارى والتوجهه الى اطباء الطوارى والاستفسار عن دكتور اذن وانف وحنجرة وتمت افادتي انه لايوجد الا على الساعه 4 ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-24T21:00:00Z", "due_at": "2023-06-27T12:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-24T21:00:00Z", "explanation_received_at": "2023-06-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1090945617, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-06-25 00:00:00", "closed": null, "received": "2023-06-25 15:57:00", "resolved": "2023-06-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.346438", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1382", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1382 } } }, { "model": "complaints.complaint", "pk": "61e5f51d-8612-4851-ab22-00343644a3d0", "fields": { "created_at": "2022-11-22T06:57:00Z", "updated_at": "2026-04-13T18:56:32.871Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4903-MAHMOUD FAWZY ABDULFTAH ", "expected_result": "", "reference_number": "CMP-2022-11-0571", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The circumcision was performed by Dr. Mahmoud Fawzi. I was present on Saturday, and the doctor opened the wound and prescribed a cream. He asked me to come back in five days, and the child was discharged, as I was told by the doctor. However, the doctor contacted me before the appointment and asked me to come immediately on Sunday morning. The treating doctor informed me that there was an infection in the wound, even though I was not informed of it the day before when the wound was opened. He re", "description": "The circumcision was performed by Dr. Mahmoud Fawzi. I was present on Saturday, and the doctor opened the wound and prescribed a cream. He asked me to come back in five days, and the child was discharged, as I was told by the doctor. However, the doctor contacted me before the appointment and asked me to come immediately on Sunday morning. The treating doctor informed me that there was an infection in the wound, even though I was not informed of it the day before when the wound was opened. He requested the presence of Consultant Mazen to diagnose the condition, but the doctors did not explain the reasons, which increased the anxiety of the child's mother. My child was discharged, and the treating doctor, Mahmoud, told me that he would take full responsibility. In addition, we consulted Dr. Thomas on 2022-11-22, and he informed us that the ointment prescribed for the child (REPARIL-GEL N) is not suitable for young children.\n\n[Arabic]:\nتم عمل الختان عند دكتور محمود فوزي وتم الحضور على يوم السبت وتم فك الجرح من قبل الدكتور وتم صرف كريم وطلب مني الحضور بعد خمس ايام وتم خروج الطفل بناء على ماتم اخباري من قبل الطبيب . ولكن يتم التواصل معي من قبل الطبيب قبل الموعد للحضور فورا صباح الاحد وتم اخباري من قبل الطبيب المعالج بوجود التهاب في الجرح علما انه لم يتم اخباري باليوم السابق وقت فك الجرح بوجود التهاب وطلب حضور استشاري مازن للتشخيص الحاله ولم يتم توضيح الاسباب من قبل الاطباء حيث زاد من توتر والدة الطفل وتم خروج طفلي وتم اخباري من قبل الطبيب المعالج محمود بتحمل كافة المسؤليه ، باضافة الى تم مراجعة الطبيب توماس بتاريخ 2022-11-22 وابلغنا بان المرهم المصروف للطفل (REPARIL-GEL N) غير مناسب للاطفال بسن صغير . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-19T21:00:00Z", "due_at": "2022-11-24T06:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-19T21:00:00Z", "second_reminder_sent_at": "2022-11-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-19T21:00:00Z", "explanation_received_at": "2022-11-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233381, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-11-20 00:00:00", "closed": null, "received": "2022-11-22 09:57:00", "resolved": "2022-11-27 00:00:00", "escalated": null, "first_reminder": "2022-11-20 00:00:00" }, "imported_at": "2026-04-13T21:56:32.859913", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0571", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 571 } } }, { "model": "complaints.complaint", "pk": "61f733d3-3911-4aff-852e-f1f9088f48b0", "fields": { "created_at": "2023-10-25T15:12:00Z", "updated_at": "2026-04-13T18:58:32.363Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1755", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification was not submitted.", "description": "The birth notification was not submitted.\n\n[Arabic]:\nلم يتم رفع تبليغ الولاده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-24T21:00:00Z", "due_at": "2023-10-27T15:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-24T21:00:00Z", "explanation_received_at": "2023-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295669, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-25 00:00:00", "closed": null, "received": "2023-10-25 18:12:00", "resolved": "2023-10-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.360753", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1755", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1755 } } }, { "model": "complaints.complaint", "pk": "61fb6f85-845d-40eb-9d10-8f8dee919ea7", "fields": { "created_at": "2023-12-27T13:01:00Z", "updated_at": "2026-04-13T18:58:56.499Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2006", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave was not issued", "description": "The leave was not issued\n\n[Arabic]:\nلم يتم اصدار الاجازة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-26T21:00:00Z", "due_at": "2023-12-29T13:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-26T21:00:00Z", "explanation_received_at": "2023-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30215825, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-27 00:00:00", "closed": null, "received": "2023-12-27 16:01:00", "resolved": "2023-12-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.492544", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2006", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2006 } } }, { "model": "complaints.complaint", "pk": "62149220-f75c-435c-81ae-d4c60cf61c6e", "fields": { "created_at": "2024-12-12T10:42:00Z", "updated_at": "2026-04-13T19:01:00.881Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3340", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in sending the treatment request to the insurance company. The request was submitted around 7:00 PM on Wednesday, December 11th. After contacting the approvals department the following day (Thursday, December 12th, 2024, at 1:33 PM), the request was finally sent.", "description": "There was a delay in sending the treatment request to the insurance company. The request was submitted around 7:00 PM on Wednesday, December 11th. After contacting the approvals department the following day (Thursday, December 12th, 2024, at 1:33 PM), the request was finally sent.\n\n[Arabic]:\nالتأخر في ارسال طلب العلاج الى شركة التأمين ، حيث تم تقديم الطلب بحدود الساعه (7:00) مساء يوم الاربعاء\n11 ديسمبر .. وبعد الاتصال بالموافقات باليوم الثاني (الخميس12 ديسمبر 2024م الساعه 1:33) تم ارسال الطلب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-13T21:00:00Z", "due_at": "2024-12-14T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-13T21:00:00Z", "explanation_received_at": "2024-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 74724875, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2024-12-14 00:00:00", "closed": null, "received": "2024-12-12 13:42:00", "resolved": "2024-12-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:00.878917", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3340", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3340 } } }, { "model": "complaints.complaint", "pk": "6222c88b-d480-47ef-9c21-3864a17f7f65", "fields": { "created_at": "2023-07-04T07:27:00Z", "updated_at": "2026-04-13T18:57:58.757Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1403", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An amount of (4,000 SAR) was paid in cash for a surgical procedure, under the justification that the insurance company had only provided partial approval. However, after communicating with the insurance company through the Council of Health Insurance (CHI), it was clarified that the procedure had actually been fully approved", "description": "An amount of (4,000 SAR) was paid in cash for a surgical procedure, under the justification that the insurance company had only provided partial approval. However, after communicating with the insurance company through the Council of Health Insurance (CHI), it was clarified that the procedure had actually been fully approved\n\n[Arabic]:\nتم الدفع نقدا مبلغ (4الاف ريال) والمتعلق بعملية والمبرر أن شركة التأمين وافقت موافقه جزئية وبعد التخطاب مع شركة التأمين من مجلس الضمان الصحي أتضح ان العملية تم الموافقه عليها بشكل كامل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-03T21:00:00Z", "due_at": "2023-07-06T07:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-03T21:00:00Z", "explanation_received_at": "2023-07-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20337407, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-07-04 00:00:00", "closed": null, "received": "2023-07-04 10:27:00", "resolved": "2023-07-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.750910", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1403", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1403 } } }, { "model": "complaints.complaint", "pk": "623deabd-e27d-49ec-85f8-910580a9be4e", "fields": { "created_at": "2023-02-27T08:34:00Z", "updated_at": "2026-04-13T18:57:08.027Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HANAA MOHAMED MOHAMED SONBOL", "expected_result": "", "reference_number": "CMP-2023-02-0950-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "53e67232-8912-4a5b-b6bd-31421bd8a695", "title": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervene", "description": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\nAfter my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\n\n\n[Arabic]:\nتم دخولي الى الطواري بحاله ولاده في تاريخ 2 نوفمبر 2023 وبعد ساعات من دخولي تم نقلي الى غرفه الوللاده واعطائي كل ساعتين ابر مضاد للجنين علما ان اعراض الولاده معي اكثر من 15ساعه مع طلق صناعي مما ادى الى توقف نبض الجنين وعن التواصل مع الدكتوره لم تحضر 24 دقيقه وافادت ان ابقى على نفس الوضع الى يوم غد علما بان حالتي طارئه وبعد التدخل من قبل زوجي تم نقلي بشكل عاجلالى غرفه العمليات وتم ولادتي عمليه قيصيريه وكانت حاله المولود صعبه بناء على تشخيص استشاري قسم العنايه المركزه للاطفال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T08:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20259069, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.10.Labor and delivery related issues" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-27 11:34:00", "resolved": "2023-03-04 00:00:00", "escalated": null, "first_reminder": "2023-02-28 00:00:00" }, "imported_at": "2026-04-13T21:57:08.022594", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0950-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 950 } } }, { "model": "complaints.complaint", "pk": "62419986-cfe7-4279-b466-4edc3bf5fabe", "fields": { "created_at": "2025-11-24T13:58:00Z", "updated_at": "2026-04-13T19:03:14.681Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5372", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Expired milk, noting that the milk was received on November 10th and the expiry date is November 17th.", "description": "Expired milk, noting that the milk was received on November 10th and the expiry date is November 17th.\n\n[Arabic]:\nحليب منتهي الصلاحية ، مع العلم تم استلام الحليب بتاريخ ١٠ نوفمبر وتاريخ انتهاء الصلاحية بتاريخ ١٧ نوفمبر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-26T13:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-24T13:58:00Z", "explanation_received_at": "2025-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5372, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "627d4288-6284-4fab-b310-9f99fea24f94", "fields": { "created_at": "2022-10-13T14:26:00Z", "updated_at": "2026-04-13T18:56:18.763Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0380", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During a prenatal appointment with Dr. Azza Jaafar Bashir, an obstetrician-gynecologist, we were asked to undergo a series of tests, including a blood glucose test. After going to the lab and having the blood sample drawn, the results were released. The doctor contacted the patient and requested a retest or a consultation with an internist due to an incorrect result indicating that her HbA1c level was over 11%, a high-risk and advanced stage of diabetes. The patient was shocked and broke down in", "description": "During a prenatal appointment with Dr. Azza Jaafar Bashir, an obstetrician-gynecologist, we were asked to undergo a series of tests, including a blood glucose test. After going to the lab and having the blood sample drawn, the results were released. The doctor contacted the patient and requested a retest or a consultation with an internist due to an incorrect result indicating that her HbA1c level was over 11%, a high-risk and advanced stage of diabetes. The patient was shocked and broke down in tears, believing the result to be correct. Later that same day, she went to another medical center where her blood glucose was tested again. The results showed her HbA1c was 4.6%, indicating that the initial test result was incorrect.\n\n[Arabic]:\nفي احد مراجعات الحمل مع دكتورة النساء والولادة عزة جعفر بشير طلبت مننا عمل مجموعة من التحاليل ومنها سكر الدم وبعد التوجه الى المختبر وسحب عينة الدم صدرت النتيجة وقامت الدكتورة بالاتصال بالمريضه وطلبت اعادة التحليل او مراجعة اخصائي باطنه وذلك يعود لنتيجة التحليل الخاطئه التي اشارة ان المراجع نسبة السكر التراكمي لديه اكثر من ٪١١؜ وهذي مرحله متقدمة لمرضى السكر وذات خطورة عالية، اصيبة المراجعه بصدمة نفسيه وانهارت بالبكاء بسبب ظنها ان النتيجة صحيحه وبعد التوجة في نفس اليوم لاحد المراكز الطبي الاخرى تم عمل تحليل سكر الدم مره اخرى وبعد صدور النتيجة تبين ان السكر التراكمي لديها ٪٤.٦؜ وهذا يعني ان نتيجة التحليل التي تم عملها لديكم خاطئه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-12T21:00:00Z", "due_at": "2022-10-15T14:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-14T21:00:00Z", "second_reminder_sent_at": "2022-10-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-12T21:00:00Z", "explanation_received_at": "2022-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30175825, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2022-10-13 00:00:00", "closed": null, "received": "2022-10-13 17:26:00", "resolved": "2022-10-17 00:00:00", "escalated": null, "first_reminder": "2022-10-15 00:00:00" }, "imported_at": "2026-04-13T21:56:18.760981", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0380", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 380 } } }, { "model": "complaints.complaint", "pk": "62929c28-99fe-4127-b7a7-12932a2963ce", "fields": { "created_at": "2024-08-24T13:50:00Z", "updated_at": "2026-04-13T19:00:17.936Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. NANCY ESAMELDIN GHONAM AHMED", "expected_result": "", "reference_number": "CMP-2024-08-2835", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "26f5656b-01c8-487a-8878-9014130eba36", "staff": "2ed2bf0e-2bfd-4482-9295-f76557977468", "title": "My father suffers from severe anxiety disorder, and we had difficulty convincing him to go to Al-Hammadi Hospital because we believe you are trustworthy, and you are. An appointment was booked with Dr. Fahd Al-Dossari in the psychiatry department, and unfortunately, the wrong medication was prescribed, which is Prozac, related to obsessive-compulsive disorder, which has no relation to anxiety disorder whatsoever. My father continued the medication for two months and did not see any result or dif", "description": "My father suffers from severe anxiety disorder, and we had difficulty convincing him to go to Al-Hammadi Hospital because we believe you are trustworthy, and you are. An appointment was booked with Dr. Fahd Al-Dossari in the psychiatry department, and unfortunately, the wrong medication was prescribed, which is Prozac, related to obsessive-compulsive disorder, which has no relation to anxiety disorder whatsoever. My father continued the medication for two months and did not see any result or difference, and he believes that these medications are useless, and we are now suffering because of this medication\n\n[Arabic]:\nالوالد يعاني من اضطراب القلق الحاد وبصعوبه اقنعناه للذهاب لمستشفى\nالحمادي لما نظنه انكم اهلا للثقة وانتم كذلك وتم حجز موعد لدى الدكتور فهد الدوسري قسم النفسية وللأسف\nتم صرف علاج خاطئ وهو البروزاك المتعلق باضطرابات الوسواس القهري الذي ليس له علاقه باضطراب القلق\nلا من بعيد ولا قريب .. الوالد استمر عالعلاج مدة شهرين ولم يرى اي نتيجة وفرق ويعتقد انه لا فائدة من هذه\nالادوية ونحن نعاني الان بسبب هذا الدواء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-26T21:00:00Z", "due_at": "2024-08-26T13:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-26T21:00:00Z", "second_reminder_sent_at": "2024-08-27T21:00:00Z", "escalated_at": "2024-08-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-26T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30334615, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-08-27 00:00:00", "closed": null, "received": "2024-08-24 16:50:00", "resolved": "2024-09-02 00:00:00", "escalated": "2024-08-29 00:00:00", "first_reminder": "2024-08-27 00:00:00" }, "imported_at": "2026-04-13T22:00:17.930586", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2835", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2835 } } }, { "model": "complaints.complaint", "pk": "62b110eb-ea1b-4176-80df-ad1957e20f79", "fields": { "created_at": "2023-11-01T17:15:00Z", "updated_at": "2026-04-13T18:58:41.030Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6832-HUSSAM ALDEEN ALBEEN ", "expected_result": "", "reference_number": "CMP-2023-11-1786", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication was not dispensed for a restricted prescription and was reported by the doctor that the prescription will not be dispensed for another ten days and that the requested medication is only dispensed once every three months, pending your request.", "description": "The medication was not dispensed for a restricted prescription and was reported by the doctor that the prescription will not be dispensed for another ten days and that the requested medication is only dispensed once every three months, pending your request.\n\n[Arabic]:\nلم يتم صرف دواء لوصفه مقيده وتم ابلاغي من قبل الطبيب انه لن يتم صرف الوصفه الابعد عشر ايام وان الدواء المطلوب لا يتم صرفه الا مره واحده كل ثلاث اشهر بانتظار التوضيح من قبلكم .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-31T21:00:00Z", "due_at": "2023-11-03T17:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-31T21:00:00Z", "explanation_received_at": "2023-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-11-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1218472, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2023-11-01 00:00:00", "closed": null, "received": "2023-11-01 20:15:00", "resolved": "2023-11-16 00:00:00", "escalated": null, "first_reminder": "2023-11-12 00:00:00" }, "imported_at": "2026-04-13T21:58:41.026805", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1786", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1786 } } }, { "model": "complaints.complaint", "pk": "62c7088d-a344-49ef-8c05-1b214c0846ba", "fields": { "created_at": "2022-12-17T13:03:00Z", "updated_at": "2026-04-13T18:56:44.560Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.KAREEM AHMAD HAMED", "expected_result": "", "reference_number": "CMP-2022-12-0687", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 14, 2022, I was treated inappropriately by Dr. Karim. He did not check my medical record through the device. I was informed that this was the last month for me to take Roaccutane without any examination, and he did not ask if the pimples were still appearing. He added all the creams to my prescription even though I did not need them. He prescribed a higher dose of Roaccutane, and when I asked him why he increased the dose, he did not justify it to me.", "description": "On December 14, 2022, I was treated inappropriately by Dr. Karim. He did not check my medical record through the device. I was informed that this was the last month for me to take Roaccutane without any examination, and he did not ask if the pimples were still appearing. He added all the creams to my prescription even though I did not need them. He prescribed a higher dose of Roaccutane, and when I asked him why he increased the dose, he did not justify it to me.\n\n[Arabic]:\nبتاريخ 14 ديسمبر2022م تم التعامل معي من قبل الطبيب كريم بطريقة غير لائقة بالاضافه انه لم يطلع ع السجل الطبي لي عن طريق الجهاز حيث تم ابلاغي ان هذاالشهر الاخير لاخذي دواء الروكتان بدون اي فحص ولم يسأل هل مازالت الحبوب تظهر واضاف لي جميع الكريمات رغم عدم حاجتي لها حيث تم صرف لي جرعه اعلى من الروكتان ولما سألته لماذا زاد الجرعه لم يتم التبرير لي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-17T21:00:00Z", "second_reminder_sent_at": "2022-12-18T21:00:00Z", "escalated_at": "2022-12-19T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30138280, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 16:03:00", "resolved": "2023-02-27 00:00:00", "escalated": "2022-12-20 00:00:00", "first_reminder": "2022-12-18 00:00:00" }, "imported_at": "2026-04-13T21:56:44.553663", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0687", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 687 } } }, { "model": "complaints.complaint", "pk": "6312328c-d771-4dab-a94f-6a60ae08d172", "fields": { "created_at": "2024-03-18T21:54:00Z", "updated_at": "2026-04-13T18:59:27.269Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr SALEH ABDULLAH SALEH ALGHAMDI ", "expected_result": "", "reference_number": "CMP-2024-03-2295", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "97421155-8adc-4d6f-b390-b7bd95f22033", "title": "1. I was admitted and underwent surgery. Afterwards, I experienced severe swelling and numbness in my limb, which persists to this day.\n\n2. The doctor did not come to follow up after the surgery, so we filed a complaint with the medical director. He summoned the attending physician, who then verbally abused and attacked us in the presence of the medical team and the medical director.\n\n3. After Dr. Saleh refused to continue the treatment, the medical director brought in a doctor from outside the ", "description": "1. I was admitted and underwent surgery. Afterwards, I experienced severe swelling and numbness in my limb, which persists to this day.\n\n2. The doctor did not come to follow up after the surgery, so we filed a complaint with the medical director. He summoned the attending physician, who then verbally abused and attacked us in the presence of the medical team and the medical director.\n\n3. After Dr. Saleh refused to continue the treatment, the medical director brought in a doctor from outside the hospital, Al-Rahili Hospital. This doctor ordered a medical swab and nerve conduction studies and requested that I remain hospitalized to complete the treatment. However, the medical director arrived and refused to allow me to stay at the hospital or continue treatment there.\n\n[Arabic]:\n1-تم تنويمي واجريت عمليه وبعدها ظهر تورم شديد وتنمل في الطرف مستمر الى هذي اللحضه \n٢-الطبيب لم يحضر لمتابعه الحاله بعد العمليه وصعدنا بشكوى للمدير الطبي احضر الطبيب المعالج واثناء ذلك قام بتلفض والتهجم علينا بحضور الفريق الطبي والمدير الطبي\n 3 -بعد رفض الدكتور صالح اتمام العلاج احضر المدير الطبي طبيب خارج المستشفى الرحيلي وقرر اخذ مسحه طبيه وعمل تخطيط الاعصاب وطلب بقاء في تنويم لكمال العلاج ولكن حضر المدير الطبي ورفض البقاء في المستشفى ورفض استكمال العلاج بالمستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-20T21:00:00Z", "due_at": "2024-03-20T21:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-20T21:00:00Z", "second_reminder_sent_at": "2024-03-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-20T21:00:00Z", "explanation_received_at": "2024-03-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30317128, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-21 00:00:00", "closed": null, "received": "2024-03-19 00:54:00", "resolved": "2024-03-30 00:00:00", "escalated": null, "first_reminder": "2024-03-21 00:00:00" }, "imported_at": "2026-04-13T21:59:27.265948", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2295", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 2295 } } }, { "model": "complaints.complaint", "pk": "6330017a-38df-41a2-a4c3-c0f1843ae89f", "fields": { "created_at": "2023-02-04T07:08:00Z", "updated_at": "2026-04-13T18:57:05.543Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0847", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 2 feb2023, the nurse did not put the cannula very well for my baby. the blood is leaked to the bed\nand he was bleeding then I called the ER manager and he seen her mistake also this mistake affected\n.for his blood pressure", "description": "on 2 feb2023, the nurse did not put the cannula very well for my baby. the blood is leaked to the bed\nand he was bleeding then I called the ER manager and he seen her mistake also this mistake affected\n.for his blood pressure\n\n[Arabic]:\nفي ٢ فبراير ٢٠٢٣، لم تُركّب الممرضة القنية الوريدية بشكل صحيح لطفلي، مما أدى إلى تسرب الدم إلى السرير.\n\nكان ينزف، فاتصلتُ بمدير قسم الطوارئ الذي لاحظ خطأها، وقد أثّر هذا الخطأ على ضغط دمه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 157, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-03T21:00:00Z", "due_at": "2023-02-06T07:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-05T21:00:00Z", "second_reminder_sent_at": "2023-02-06T21:00:00Z", "escalated_at": "2023-02-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-03T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30244275, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.Quality of Care", "classification": ".1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-02-04 00:00:00", "closed": null, "received": "2023-02-04 10:08:00", "resolved": "2023-02-27 00:00:00", "escalated": "2023-02-08 00:00:00", "first_reminder": "2023-02-06 00:00:00" }, "imported_at": "2026-04-13T21:57:05.539912", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0847", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة - أطفال", "main": "التمريض" }, "original_complaint_num": 847 } } }, { "model": "complaints.complaint", "pk": "634120ea-f33c-41af-a7f8-ed10f8852041", "fields": { "created_at": "2025-01-01T10:29:00Z", "updated_at": "2026-04-13T19:01:10.774Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3442", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in the follow-up procedures for approval request from the on-duty manager and lack of cooperation with the patient's family\n\n", "description": "Delay in the follow-up procedures for approval request from the on-duty manager and lack of cooperation with the patient's family\n\n\n\n[Arabic]:\nتأخير في اجراءات المتابعه لطلب الموافقه من قبل المدير المناوب وعدم التعاون مع ذوي المريضه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-03T10:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-01T10:29:00Z", "explanation_received_at": "2025-01-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3442, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "63481e92-8fb7-414d-a840-895a60e2d9f8", "fields": { "created_at": "2023-06-08T17:38:00Z", "updated_at": "2026-04-13T18:57:48.982Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1333", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After two out of three root canal sessions, the doctor left the hospital, and I have been waiting for over two months without any replacement being provided.", "description": "After two out of three root canal sessions, the doctor left the hospital, and I have been waiting for over two months without any replacement being provided.\n\n[Arabic]:\n بعد جلستين من اصل ثلاث جلسات عصب اسنان خرج الدكتور من المستشفى وانا لي ثلاث فوق الشهرين لم يتم\nتوفير بديل .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-07T21:00:00Z", "due_at": "2023-06-10T17:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-12T21:00:00Z", "second_reminder_sent_at": "2023-06-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30039617, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2023-06-08 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-08 20:38:00", "resolved": "2023-07-19 00:00:00", "escalated": null, "first_reminder": "2023-06-13 00:00:00" }, "imported_at": "2026-04-13T21:57:48.979717", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1333", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 1333 } } }, { "model": "complaints.complaint", "pk": "63507ace-08fa-4907-b101-086f00e172af", "fields": { "created_at": "2024-10-27T14:14:00Z", "updated_at": "2026-04-13T19:00:39.595Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4829-JIHAD ABDULBARY ALOWISH ", "expected_result": "", "reference_number": "CMP-2024-10-3087", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We arrived on time for the confirmed appointment at 8:50, but the doctor refused to see us before 9:00.", "description": "We arrived on time for the confirmed appointment at 8:50, but the doctor refused to see us before 9:00.\n\n[Arabic]:\nتم الحضور على الموعد وكان موعد موكد 8:50 وتم رفض استقبالنا من قبل الدكتور قبل تمام الساعه 9:00", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-26T21:00:00Z", "due_at": "2024-10-29T14:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-26T21:00:00Z", "explanation_received_at": "2024-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342313, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-10-27 00:00:00", "closed": null, "received": "2024-10-27 17:14:00", "resolved": "2024-10-28 00:00:00", "escalated": null, "first_reminder": "2024-10-28 00:00:00" }, "imported_at": "2026-04-13T22:00:39.591803", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3087", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 3087 } } }, { "model": "complaints.complaint", "pk": "636e6e38-b978-4c43-afb5-c60e5d161e39", "fields": { "created_at": "2023-11-28T18:08:00Z", "updated_at": "2026-04-13T18:58:45.311Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1902", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing the leave", "description": "Delay in issuing the leave\n\n[Arabic]:\nتأخير في اصدار الاجازه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-03T21:00:00Z", "due_at": "2023-11-30T18:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-03T21:00:00Z", "explanation_received_at": "2023-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302380, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-04 00:00:00", "closed": null, "received": "2023-11-28 21:08:00", "resolved": "2023-11-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.308116", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1902", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1902 } } }, { "model": "complaints.complaint", "pk": "63715e89-adb9-4c9e-a27c-615995c7769f", "fields": { "created_at": "2024-08-22T15:48:00Z", "updated_at": "2026-04-13T19:00:17.794Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2833", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My three-day-old baby needed a blood sample, so I went to the lab. The phlebotomist was very rude and asked us to leave the room. Then the baby cried for five minutes straight. I knocked on the door and asked permission to come in. He rudely asked me what I wanted, and I told him I just wanted to check on my baby. For fifteen minutes, he kept inserting the needle into the baby's arm, right and left, without any blood coming out. After we finished and left the hospital, they called me fifteen min", "description": "My three-day-old baby needed a blood sample, so I went to the lab. The phlebotomist was very rude and asked us to leave the room. Then the baby cried for five minutes straight. I knocked on the door and asked permission to come in. He rudely asked me what I wanted, and I told him I just wanted to check on my baby. For fifteen minutes, he kept inserting the needle into the baby's arm, right and left, without any blood coming out. After we finished and left the hospital, they called me fifteen minutes later and asked for another blood sample because the one taken wasn't enough.\n\n[Arabic]:\nطلب سحب عينة دم لطفلي عمره ثلاث ايام وذهبت للمختبر وقام اخصائي سحب الدم باسلوب\nسيئ جدا بطلب خروجنا من الغرفة وبعدها صوت الطفل يبكي لخمس دقائق متواصلة وطرقت الباب واستاذنته\nبالدخول وبطريقة سيئة قال لي وش تغبين وقلتله فقط اردت الاطمئنان على طفلي ولربع ساعة يدخل الابرة بيد الطفل\nيمين ويسار دون خروج الدم وبعدها الانتهاء وخروجنا من المستشفى تم الاتصال بي بعد ربع ساعة وطلبوا\nعينة دم جديدة لان العينة المسحوبة لاتكفي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-26T21:00:00Z", "due_at": "2024-08-24T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-26T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30341561, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-08-27 00:00:00", "closed": null, "received": "2024-08-22 18:48:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.783183", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2833", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2833 } } }, { "model": "complaints.complaint", "pk": "63bda160-8452-48d9-8498-f25c88442d04", "fields": { "created_at": "2023-09-10T14:37:00Z", "updated_at": "2026-04-13T18:58:19.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1594", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During my wife's contrast-enhanced X-ray, the radiologist (Anas) suddenly withdrew after a disagreement with Dr. Hind regarding the procedure. This necessitated contacting another doctor to repeat the examination (Dr. Adel or Dr. Adnan from the radiology department).", "description": "During my wife's contrast-enhanced X-ray, the radiologist (Anas) suddenly withdrew after a disagreement with Dr. Hind regarding the procedure. This necessitated contacting another doctor to repeat the examination (Dr. Adel or Dr. Adnan from the radiology department).\n\n[Arabic]:\n خلال اجراء أشعة الصبغة لزوجتي انسحب دكتور الأشعة (أنس) فجأة بعد خلاف مع الدكتورة هند في أمر متعلق بخطوات الأشعة. مما استدعى التواصل مع دكتور آخر لإعادة الفحص ( الدكتور عادل أو عدنان من قسم الأشعة). ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-12T14:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": "2023-10-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30278347, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": " ", "received": "2023-09-10 17:37:00", "resolved": "2023-10-04 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.224256", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1594", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 1594 } } }, { "model": "complaints.complaint", "pk": "63ded0f0-74fc-4dd0-8333-d0448e095291", "fields": { "created_at": "2025-04-13T17:56:00Z", "updated_at": "2026-04-13T19:01:47.239Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4007", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient was transferred by the Red Crescent as an emergency case, and a payment claim for the treatment costs was sent to them. The request for Ministry of Health coverage was not submitted until after their request and repeated follow-ups.\"\n\n", "description": "\"The patient was transferred by the Red Crescent as an emergency case, and a payment claim for the treatment costs was sent to them. The request for Ministry of Health coverage was not submitted until after their request and repeated follow-ups.\"\n\n\n\n[Arabic]:\nتم نقل المراجع عن طريق الهلال الأحمر كحالة طارئة وتم ارسال مطالبة له بدفع تكاليف العلاج ولم يتم رفع الطلب لوزارة الصحة بالتغطية الا بعد الطلب والمحاولة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T17:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T17:56:00Z", "explanation_received_at": "2025-04-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4007, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "63f6144a-13fe-4865-b8a2-7a19dd21e776", "fields": { "created_at": "2024-01-28T12:46:00Z", "updated_at": "2026-04-13T18:59:09.017Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2127", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was scheduled for 12/31, and another visit took place on 13/01. The 14 days were not completed, but they asked her to pay because she had changed her insurance.", "description": "An appointment was scheduled for 12/31, and another visit took place on 13/01. The 14 days were not completed, but they asked her to pay because she had changed her insurance.\n\n[Arabic]:\nتم الحضور لموعد بتاريخ 12/31 وبتاريخ 13/01 تمت الزيارة ايضا ولم تكمل 14 يوم ولكن طلبو منها تدفع لانها غيرت تأمينها", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-27T21:00:00Z", "due_at": "2024-01-30T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-28T21:00:00Z", "second_reminder_sent_at": "2024-01-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-27T21:00:00Z", "explanation_received_at": "2024-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-31T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1411694, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-01-28 00:00:00", "closed": null, "received": "2024-01-28 15:46:00", "resolved": "2024-02-01 00:00:00", "escalated": null, "first_reminder": "2024-01-29 00:00:00" }, "imported_at": "2026-04-13T21:59:09.008402", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2127", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2127 } } }, { "model": "complaints.complaint", "pk": "63f81128-940b-4df8-9c25-f8a8382c71af", "fields": { "created_at": "2025-11-22T07:31:00Z", "updated_at": "2026-04-13T19:03:14.357Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "UZMA ROMESA RAFIQUE", "expected_result": "", "reference_number": "CMP-2025-11-5347", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"It is important to inform the client's family that when the appointment was inquired about, the nurse's manner was not appropriate, and she closed the door in the client's face.\"", "description": "\"It is important to inform the client's family that when the appointment was inquired about, the nurse's manner was not appropriate, and she closed the door in the client's face.\"\n\n[Arabic]:\nيفيد ذوي المراجع انه حين تم الاستعلام عن الموعد لم يكن اسلوب الممرضه جيد واغلقت الباب في وجه المراجع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-24T07:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-22T07:31:00Z", "explanation_received_at": "2025-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5347, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "642e4e4e-b252-4054-a51a-eade220ea4d7", "fields": { "created_at": "2025-10-01T07:19:00Z", "updated_at": "2026-04-13T19:02:59.372Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4984", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's husband reported that the medication has not been provided for more than a week.", "description": "The patient's husband reported that the medication has not been provided for more than a week.\n\n[Arabic]:\nافاد زوج المريضه باته لم يتم توفير الدواء لا اكثر من اسبوع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-03T07:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-01T07:19:00Z", "explanation_received_at": "2025-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4984, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "643a909a-d1ca-45c7-9e36-5db2170f6308", "fields": { "created_at": "2025-03-17T12:33:00Z", "updated_at": "2026-04-13T19:01:36.125Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3910", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital is demanding a high-cost amount for several days in the intensive care unit due to the insurance company's refusal to pay this amount, claiming that the patient did not require hospitalization. This is contrary to what the ICU doctors stated, who emphasized that the patient needed to be admitted for observation due to the instability of their medical condition, requiring very careful monitoring.", "description": "The hospital is demanding a high-cost amount for several days in the intensive care unit due to the insurance company's refusal to pay this amount, claiming that the patient did not require hospitalization. This is contrary to what the ICU doctors stated, who emphasized that the patient needed to be admitted for observation due to the instability of their medical condition, requiring very careful monitoring.\n\n[Arabic]:\nيطالبني المستشفى بمبلغ عالي التكلفة لعدد من الايام في العناية المركزة ب سبب رفض شركة التأمين دفع هذا المبلغ بحجة ان المريض لا يحتاج إلى تنويم، بخلاف ما ذكره أطباء العناية المركزة بأنه يجب تنويم المريض لعدم استقرار الوضع الطبي لحالته مع التركيز على وضعه بشكل دقيق جدا.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-19T12:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-17T12:33:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3910, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "644eab99-1d0a-41f2-adc5-ac7e9e820a2a", "fields": { "created_at": "2023-02-21T07:57:00Z", "updated_at": "2026-04-13T18:57:07.267Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2023-02-0929", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "On February 19, 2023, I went to Dr. Abu Janaya Mahmoud's clinic. I was admitted, and the examination took no more than five minutes. The doctor then asked me to have an X-ray and return to him afterward. I had the X-ray and returned to the clinic. I informed the clinic nurse, who asked me to wait until he finished with the four patients in front of him. This took 20 minutes, but he left me waiting until he finished with the other patients. However, after the patients were finished, the doctor le", "description": "On February 19, 2023, I went to Dr. Abu Janaya Mahmoud's clinic. I was admitted, and the examination took no more than five minutes. The doctor then asked me to have an X-ray and return to him afterward. I had the X-ray and returned to the clinic. I informed the clinic nurse, who asked me to wait until he finished with the four patients in front of him. This took 20 minutes, but he left me waiting until he finished with the other patients. However, after the patients were finished, the doctor left the clinic without calling me or informing me in advance to come the next day. The nurse confirmed that she had informed the doctor twice about my return from the radiology department, stating that there was a case outside.\n\n[Arabic]:\nبتاريخ 19 فبراير 2023 تم الحضور الى عياده الطبيب ابو جنايا محمود حيث تم دخولي ولم يستغرق وقت الكشف خمص دقايق ثم طلب مني الطبيب عمل اشعه وعودتي اليه بعد ذلك , تم عمل اشعه والعوده الى العياده وتم ابلاغ ممرضه العياده بذلك وطلبت مني الانتظار حتى ينتهي 4 حالات امامه وقد استغرق 20 دقيقه غير انه تركني بالانتظار لحين انتهاء من مواعيد المرضى ولكن بعد الانتهاء من المرضى تم مغادره الطبيب للعياده دون مناداتي او ابلاغي مسبقا بالحضور في اليوم التالي او الممرضه اكدت انها اخبرت الطبيب بعودتي من الاشعه مرتين بان هناك حاله بالخارج", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T07:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1296428, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Skills and Conduct", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 10:57:00", "resolved": "2023-02-26 00:00:00", "escalated": null, "first_reminder": "2023-02-22 00:00:00" }, "imported_at": "2026-04-13T21:57:07.257425", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0929", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 929 } } }, { "model": "complaints.complaint", "pk": "64671583-3345-4541-be72-07fc88167d87", "fields": { "created_at": "2025-11-06T16:37:00Z", "updated_at": "2026-04-13T19:03:12.944Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "HEPZIPHA JACOB", "expected_result": "", "reference_number": "CMP-2025-11-5241", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's son reports that his father received poor treatment from the responsible nurse.\"", "description": "\"The patient's son reports that his father received poor treatment from the responsible nurse.\"\n\n[Arabic]:\nيفيد ابن المريض بان الاب قد تلبقى معامله سيئه من قبل الممرضه المسؤ ؤله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-08T16:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-06T16:37:00Z", "explanation_received_at": "2025-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5241, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "646fc1f5-f39e-4282-8853-8fca8ce9f679", "fields": { "created_at": "2024-04-28T13:50:00Z", "updated_at": "2026-04-13T18:59:38.159Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2408", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The death report has not been submitted yet.\n", "description": "The death report has not been submitted yet.\n\n\n[Arabic]:\nلم يتم رفع تبليغ الوفاة حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "998e7952-ad30-432e-9631-e4493ed8aaa1", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-27T21:00:00Z", "due_at": "2024-04-30T13:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-27T21:00:00Z", "explanation_received_at": "2024-04-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30066695, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.18.Patient death" }, "timeline": { "sent": "2024-04-28 00:00:00", "closed": null, "received": "2024-04-28 16:50:00", "resolved": "2024-04-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:38.151777", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2408", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2408 } } }, { "model": "complaints.complaint", "pk": "648171ee-93e0-412e-92ba-8f20abf80d86", "fields": { "created_at": "2024-10-01T17:53:00Z", "updated_at": "2026-04-13T19:00:37.248Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-2987", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital submitted a request for approval for a cartilage surgery costing 18,000 riyals and fractures, and it was approved. Another request was submitted for 8,000 riyals, which was also approved. During the surgery, a tendon tear was discovered, and the request was submitted during the procedure but rejected by the insurance company. The insurance company stated that the 8,000 riyal code was for the tendon, but the hospital stated that the code was worth 18,000 riyals, the same amount as th", "description": "The hospital submitted a request for approval for a cartilage surgery costing 18,000 riyals and fractures, and it was approved. Another request was submitted for 8,000 riyals, which was also approved. During the surgery, a tendon tear was discovered, and the request was submitted during the procedure but rejected by the insurance company. The insurance company stated that the 8,000 riyal code was for the tendon, but the hospital stated that the code was worth 18,000 riyals, the same amount as the first surgery, and it was rejected. Now I am being asked to pay, and the hospital has filed a complaint regarding the aforementioned amounts. I await your clarification and response.\n\n[Arabic]:\nتم رفع طلب موافقة من قبل المستشفى على عملية للغضروف بمبلغ ١٨ الف وكسور وتمت الموافقة عليها وكذلك تم رفع كود اخر بقيمة ٨٠٠٠ ريال وتمت الموافقة عليه وخلال اجراء العملية تك اكتشاف قطع في الوتر وتم رفع الطلب خلال اجراء العملية وتم رفضه من قبل شركة التامين علماً ان شركة التاميم ذكرت ان ال٨٠٠٠ ريال الكود هو تبع الوتر ولكن المستشفى ذكرت ان الكود قيمته ١٨ الف برضو نفس مبلغ العملية الاولى وتم رفضه والان يتم مطالبتي وتم رفع شكوى من قبل المستشفى فيما يخص المبالغ المذكوره اعلاه بانتظار التوضيح والرد منكم .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-30T21:00:00Z", "due_at": "2024-10-03T17:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-30T21:00:00Z", "explanation_received_at": "2024-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1058383256, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-10-01 00:00:00", "closed": null, "received": "2024-10-01 20:53:00", "resolved": "2024-10-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:37.245884", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-2987", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2987 } } }, { "model": "complaints.complaint", "pk": "64b493fe-529e-47e5-9beb-38a6cb083457", "fields": { "created_at": "2023-11-06T17:18:00Z", "updated_at": "2026-04-13T18:58:41.841Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1810", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccinations have not added to the system ", "description": "the vaccinations have not added to the system \n\n[Arabic]:\nلم تُضَف اللقاحات إلى النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-05T21:00:00Z", "due_at": "2023-11-08T17:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-05T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-05T21:00:00Z", "explanation_received_at": "2023-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30289950, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-06 00:00:00", "closed": null, "received": "2023-11-06 20:18:00", "resolved": "2023-11-08 00:00:00", "escalated": null, "first_reminder": "2023-11-06 00:00:00" }, "imported_at": "2026-04-13T21:58:41.836722", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1810", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1810 } } }, { "model": "complaints.complaint", "pk": "64b9edfb-7538-462d-a721-3cdbfc199722", "fields": { "created_at": "2024-01-01T14:58:00Z", "updated_at": "2026-04-13T18:59:05.170Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2032", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit sick leave.", "description": "Failure to submit sick leave.\n\n[Arabic]:\nعدم رفع الاجازة المرضيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-31T21:00:00Z", "due_at": "2024-01-03T14:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-31T21:00:00Z", "explanation_received_at": "2023-12-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307854, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-01-01 00:00:00", "closed": null, "received": "2024-01-01 17:58:00", "resolved": "2024-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.160524", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2032", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2032 } } }, { "model": "complaints.complaint", "pk": "650dbe4e-d1c6-4faf-9b8b-49f194bf439f", "fields": { "created_at": "2025-10-14T11:42:00Z", "updated_at": "2026-04-13T19:03:01.376Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5084", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient visited the dental clinic and was charged an amount exceeding the deductible specified in the insurance policy. The deductible is 100 riyals, while the patient paid 190 riyals.", "description": "The patient visited the dental clinic and was charged an amount exceeding the deductible specified in the insurance policy. The deductible is 100 riyals, while the patient paid 190 riyals.\n\n[Arabic]:\nتمت زيارة المريض لعيادة الأسنان، وتم تحميله مبلغًا يتجاوز نسبة التحمل المحددة في وثيقة التأمين، حيث أن نسبة التحمل المقررة هي 100 ريال، بينما تم دفع مبلغ 190 ريالًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-16T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-14T11:42:00Z", "explanation_received_at": "2025-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5084, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "65204973-c0ac-4a5a-aef1-d3714e6780ec", "fields": { "created_at": "2024-07-13T12:38:00Z", "updated_at": "2026-04-13T19:00:06.370Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2685", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The natural birth took place on June 5, 2024. It's worth noting the doctor's lack of attention; she left me in the delivery room for hours without visiting me, even during the final moments of labor when my cervix was dilated 10 cm and I could feel the baby's head pressing down (minutes of descent). I didn't push, waiting for the doctor to come, but she didn't appear and didn't respond to my calls or those of the nurses.", "description": "The natural birth took place on June 5, 2024. It's worth noting the doctor's lack of attention; she left me in the delivery room for hours without visiting me, even during the final moments of labor when my cervix was dilated 10 cm and I could feel the baby's head pressing down (minutes of descent). I didn't push, waiting for the doctor to come, but she didn't appear and didn't respond to my calls or those of the nurses.\n\n[Arabic]:\nتمت الولادة الطبيعية بتاريخ ٥/٦/٢٠٢٤ مع الملاحظ عدم اهتمام الطبيبة حيث تركتني بالساعات في غرفة المخاض\nبدون زياره وحتى اثناء لحظات الولادة الأخيرة حيث ان الرحم مفتوح ١٠ سم وكنت اشعر برأس الطفل بالاسفل\nيضغط (دقائق النزول) ولم ادفع حتى انتظر الدكتوره تأتي وهي لا تحضر ولا تستجيب لاستدعاءاتي انا والممرضات", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-26T21:00:00Z", "due_at": "2024-07-15T12:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-26T21:00:00Z", "explanation_received_at": "2024-07-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30298195, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-07-27 00:00:00", "closed": null, "received": "2024-07-13 15:38:00", "resolved": "2024-07-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.363287", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2685", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2685 } } }, { "model": "complaints.complaint", "pk": "652dddc0-493c-4d41-95a1-bc1987d19c79", "fields": { "created_at": "2022-09-27T17:43:00Z", "updated_at": "2026-04-13T18:56:09.155Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ORWA MOHAMED HAMICH ", "expected_result": "", "reference_number": "CMP-2022-09-0278-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "cca45344-a7cd-4564-9243-1385444a2f84", "title": "I visited Dr. Muhammad Abdul Wahid and was given an iron injection. He told me that at the next appointment I would take the second dose, as my health condition had not improved. I visited the emergency department and was told by the emergency doctor that the iron dose was excessive and my condition did not warrant it. There is no clear diagnosis from the doctors.", "description": "I visited Dr. Muhammad Abdul Wahid and was given an iron injection. He told me that at the next appointment I would take the second dose, as my health condition had not improved. I visited the emergency department and was told by the emergency doctor that the iron dose was excessive and my condition did not warrant it. There is no clear diagnosis from the doctors.\n\n[Arabic]:\nتم زيارة الدكتور محمد عبد الواحد وتم اعطائي ابرة حديد وتم اخباري من قبله في الموعد التالي يتم اخذ الجرعه الثانيه حيث لم تتحسن حالتي الصحيه وقمت بزيارة قسم الطوارئ وتم اخباري من قبل طبيب الطوارئ ان جرعة الحديد زائده ولم تستدعي حالتي اخذ ذلك لا يوجد تشخيص واضح من قبل الاطباء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T17:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056449, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 20:43:00", "resolved": "2022-09-29 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:09.142951", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0278-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 278 } } }, { "model": "complaints.complaint", "pk": "656cc1ed-8023-4ae8-abfd-baad1af81ae9", "fields": { "created_at": "2023-12-05T13:19:00Z", "updated_at": "2026-04-13T18:58:53.853Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MAJED ALTHUBAITI ", "expected_result": "", "reference_number": "CMP-2023-12-1927", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had surgery two months ago. A week after the procedure, Dr. Abu Qanaya removed the nasal stents without cleaning my nose, claiming it was Dr. Majed's responsibility. A month later, I went back to the doctor complaining of excessive throat discharge. He didn't perform an endoscopy, and when I requested cleaning, he told me it wasn't necessary. Now, two months later, I have a severe nasal infection and a strong odor. I made an appointment with the doctor, but it was canceled. I asked for another", "description": "I had surgery two months ago. A week after the procedure, Dr. Abu Qanaya removed the nasal stents without cleaning my nose, claiming it was Dr. Majed's responsibility. A month later, I went back to the doctor complaining of excessive throat discharge. He didn't perform an endoscopy, and when I requested cleaning, he told me it wasn't necessary. Now, two months later, I have a severe nasal infection and a strong odor. I made an appointment with the doctor, but it was canceled. I asked for another doctor, but they all refused to clean my nose, saying it was Dr. Majed's responsibility since he performed the surgery. I urgently need a response and treatment as soon as possible because my case is critical.\n\n[Arabic]:\nاجريت عملية قبل شهرين وبعد العملية باسبوع ازال الدكتور ابو قنايا الدعامات الانفية بدون اجراء تنظيف للأنف لانها من مسوؤلية الدكتور ماجد، وبعد شهر راجعت عند الدكتور واشتكيت من كثرت الافرازات في الحلق ولم يتم الكشف بالمنظار وطلبت تنظيف واخبرني انه غير مهم، والان بعد شهرين اصبح لدي تعفن في الانف شديد ورائحة قوية، اخذت موعد عند الدكتور وتم الغاءه، طلبت دكتور اخر والجيمع يرفض التنظيف لانه من مسوؤلية الدكتور ماجد الذي اجرى العملية. اود سرعة الرد واتخاذ علاج باقرب وقت لانها حالتي طارئة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-04T21:00:00Z", "due_at": "2023-12-07T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-04T21:00:00Z", "explanation_received_at": "2023-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1764961, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-12-05 00:00:00", "closed": null, "received": "2023-12-05 16:19:00", "resolved": "2023-12-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.842774", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1927", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1927 } } }, { "model": "complaints.complaint", "pk": "6581f7fe-bde7-423f-8f5f-0cf5d09bafd9", "fields": { "created_at": "2025-08-13T17:20:00Z", "updated_at": "2026-04-13T19:02:35.373Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض العيادات الخارجية ", "expected_result": "", "reference_number": "CMP-2025-08-4612", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Clinic 20 was visited to pierce the newborn’s ear, but the piercing device got stuck in her ear, causing‏\nthe baby severe pain and causing us panic and fear. When the Filipino nurse was alerted about the\n. matter, she responded in an unprofessional manne", "description": "Clinic 20 was visited to pierce the newborn’s ear, but the piercing device got stuck in her ear, causing‏\nthe baby severe pain and causing us panic and fear. When the Filipino nurse was alerted about the\n. matter, she responded in an unprofessional manne\n\n[Arabic]:\nتم زيارة العيادة رقم ٢٠ لثقب أذن المولودة، لكن أداة الثقب علقت في أذنها، مما تسبب في ألم شديد للطفلة وتسبب لنا في حالة من الذعر والخوف. عندما أُبلغت الممرضة الفلبينية بالأمر، ردت بطريقة غير مهنية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-15T17:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-13T17:20:00Z", "explanation_received_at": "2025-08-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4612, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "658a2934-4332-4f39-b0eb-c5dc09e63231", "fields": { "created_at": "2025-11-01T14:04:00Z", "updated_at": "2026-04-13T19:03:12.302Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5198", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complaint concerns a specialist who came to administer a medical treatment session to my mother. Despite being informed beforehand by her companion that my mother has a pacemaker, the specialist performed several blows to her chest. The specialist disregarded the warning and continued administering the treatment in a manner that could affect the pacemaker. We request that appropriate measures be taken to address this issue; otherwise, we will escalate the matter to higher authorities.", "description": "The complaint concerns a specialist who came to administer a medical treatment session to my mother. Despite being informed beforehand by her companion that my mother has a pacemaker, the specialist performed several blows to her chest. The specialist disregarded the warning and continued administering the treatment in a manner that could affect the pacemaker. We request that appropriate measures be taken to address this issue; otherwise, we will escalate the matter to higher authorities.\n\n[Arabic]:\nلشكوى تتعلق بأخصائية جاءت لإجراء جلسة علاج طبي للوالدة، وقامت بإحداث عدة ضربات على صدرها، رغم إبلاغ المرافقة للأخصائية مسبقًا بأن الوالدة تعتمد على جهاز لتنظيم ضربات القلب. لم تُظهر الأخصائية أي اهتمام للتحذير، واستمرت في تقديم العلاج بطريقة قد تؤثر على الجهاز المرتبط بالقلب. نرجو اتخاذ الإجراءات المناسبة لمعالجة هذه المسألة، وإلا سنقوم بتصعيد الأمر إلى الجهات الأعلى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-03T14:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-01T14:04:00Z", "explanation_received_at": "2025-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5198, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "65ad7212-8726-4036-ac4b-93d43850ebef", "fields": { "created_at": "2025-01-29T13:11:00Z", "updated_at": "2026-04-13T19:01:14.636Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.أحمد تركستاني", "expected_result": "", "reference_number": "CMP-2025-01-3622", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in medical procedure caused complications.\n", "description": "Delay in medical procedure caused complications.\n\n\n[Arabic]:\nتأخير في تحديد موعد تركيب السن وتقصير في التعامل مع الحالة الصحية مما أدى إلى مضاعفات.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-31T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-29T13:11:00Z", "explanation_received_at": "2025-01-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3622, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "65c943f8-acd8-4af5-9928-71bdba491aa2", "fields": { "created_at": "2025-12-28T15:54:00Z", "updated_at": "2026-04-13T19:03:25.706Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SALEH ESSAM", "expected_result": "", "reference_number": "CMP-2025-12-5539", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's companion complains that he was treated unprofessionally by Dr. Saleh Essam when he inquired about the patient's condition.", "description": "The patient's companion complains that he was treated unprofessionally by Dr. Saleh Essam when he inquired about the patient's condition.\n\n[Arabic]:\nيشتكي مرافق المريض بأنه قوبل بأسلوب غير مهني من قبل الطبيب صالح عصام اثناء استفساره عن حالة المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-30T15:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-28T15:54:00Z", "explanation_received_at": "2025-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5539, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "65d210f0-7588-4728-ac3f-9ae0cf53f374", "fields": { "created_at": "2023-10-11T12:28:00Z", "updated_at": "2026-04-13T18:58:30.052Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1698", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I requested a fetal monitoring test during labor, but the doctor refused to give it to me.", "description": "I requested a fetal monitoring test during labor, but the doctor refused to give it to me.\n\n[Arabic]:\nطلبت تخطيط الجنين اثناء الولاده وتم رفض اعطائي ذلك من قبل الطبيب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 1, "subsection": 44, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T12:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30242234, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Insensitive to patient needs" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 15:28:00", "resolved": "2023-10-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.048821", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1698", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم العمليات", "main": "الطبي" }, "original_complaint_num": 1698 } } }, { "model": "complaints.complaint", "pk": "65d27d76-5376-4cfa-bfce-8cc1ccd53abf", "fields": { "created_at": "2024-05-25T06:59:00Z", "updated_at": "2026-04-13T18:59:47.968Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2497", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended to obtain the vaccination certificate, and the reception staff informed me that I needed to pay a consultation fee and see the doctor.\n", "description": "I attended to obtain the vaccination certificate, and the reception staff informed me that I needed to pay a consultation fee and see the doctor.\n\n\n[Arabic]:\nتم حضوري لرفع شهادة التطعيمات وتمت الافادة من قبل موظف الاستقبال من لابد من دفع كشفيه والدخول على الدكتور . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-24T21:00:00Z", "due_at": "2024-05-27T06:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-25T21:00:00Z", "second_reminder_sent_at": "2024-05-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-24T21:00:00Z", "explanation_received_at": "2024-05-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-05-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30320351, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-05-25 00:00:00", "closed": null, "received": "2024-05-25 09:59:00", "resolved": "2024-05-28 00:00:00", "escalated": null, "first_reminder": "2024-05-26 00:00:00" }, "imported_at": "2026-04-13T21:59:47.963412", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2497", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2497 } } }, { "model": "complaints.complaint", "pk": "65e6ae6e-47d9-43ad-8b50-6993129a4bce", "fields": { "created_at": "2023-10-02T06:15:00Z", "updated_at": "2026-04-13T18:58:29.080Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1667", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted them BC3:BD61several times but received no response to provide me with the reports.", "description": "I contacted them BC3:BD61several times but received no response to provide me with the reports.\n\n[Arabic]:\nتم التواصل عدة مرات ولم يتم الرد لتزويدي بالتقارير . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-01T21:00:00Z", "due_at": "2023-10-04T06:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-01T21:00:00Z", "explanation_received_at": "2023-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-02 00:00:00", "closed": null, "received": "2023-10-02 09:15:00", "resolved": "2023-10-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.069867", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1667", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1667 } } }, { "model": "complaints.complaint", "pk": "65f7fadb-3645-48c1-99c5-458d4023dc48", "fields": { "created_at": "2023-12-24T10:56:00Z", "updated_at": "2026-04-13T18:58:56.136Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAKAN ALGHRAIMIL", "expected_result": "", "reference_number": "CMP-2023-12-1992", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A referral was requested due to the urgent need for the case. I was informed that there was no specialist doctor for my mother's condition at the hospital, and the patient's condition is deteriorating. I contacted the duty manager regarding the previous referral and am awaiting a response.", "description": "A referral was requested due to the urgent need for the case. I was informed that there was no specialist doctor for my mother's condition at the hospital, and the patient's condition is deteriorating. I contacted the duty manager regarding the previous referral and am awaiting a response.\n\n[Arabic]:\nتم طلب رفع احاله لضرورة احتياج الحاله علما تم ابلاغي بعدم وجود دكتور متخصص لحالة الوالده لدى المستتشفى وحالة المريضه في تدهور وتم التوجه للمدير المناوب فيما يخص الاحاله السابقه وبانتظار الرد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-26T10:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292267, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.4.2.Delay in patient transfer" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-24 13:56:00", "resolved": "2023-12-28 00:00:00", "escalated": null, "first_reminder": "2023-12-27 00:00:00" }, "imported_at": "2026-04-13T21:58:56.128443", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1992", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1992 } } }, { "model": "complaints.complaint", "pk": "660a1869-4c04-4d42-9ac3-582bd48190a3", "fields": { "created_at": "2022-11-26T16:28:00Z", "updated_at": "2026-04-13T18:56:33.441Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0589", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency department on November 18, 2022. There was a delay in receiving my child, and when I went to the duty manager, I was treated inappropriately and expelled from the office, so I went to another hospital.", "description": "I went to the emergency department on November 18, 2022. There was a delay in receiving my child, and when I went to the duty manager, I was treated inappropriately and expelled from the office, so I went to another hospital.\n\n[Arabic]:\nتم الحضور الى قسم الطوارئ بتاريخ 18 نوفمبر2022م ، تم التاخر في استقبال طفلي وعند التوجهه الى المدير المناوب تم التعامل معي بطريقه غير لائقه وطردي من المكتب حيث تم خروجي الى مستشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-25T21:00:00Z", "due_at": "2022-11-28T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-25T21:00:00Z", "explanation_received_at": "2022-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235908, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-26 00:00:00", "closed": null, "received": "2022-11-26 19:28:00", "resolved": "2022-11-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.437932", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0589", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 589 } } }, { "model": "complaints.complaint", "pk": "66531590-7599-4c41-acea-e389523e68da", "fields": { "created_at": "2025-10-05T16:12:00Z", "updated_at": "2026-04-13T19:02:59.875Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5026", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported complaining of tooth pain and stated that the service was not provided adequately.", "description": "The patient reported complaining of tooth pain and stated that the service was not provided adequately.\n\n[Arabic]:\nافاد المراجع بانه يشتكي من الم في الاسنان ولم تقدم الخدمه بشكل جيد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-07T16:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-05T16:12:00Z", "explanation_received_at": "2025-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5026, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "66630c8b-9436-4457-a9b2-8bc56bf5bb89", "fields": { "created_at": "2023-03-06T15:19:00Z", "updated_at": "2026-04-13T18:57:16.816Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0981", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted on 2/21/2023 (birth case) and I was informed by the emergency department that there were no outstanding payments except for 5000 riyals. Upon leaving the hospital, I was surprised to find outstanding amounts of money in addition to the amount that had been paid, which led to my dissatisfaction and filing a complaint.", "description": "I was admitted on 2/21/2023 (birth case) and I was informed by the emergency department that there were no outstanding payments except for 5000 riyals. Upon leaving the hospital, I was surprised to find outstanding amounts of money in addition to the amount that had been paid, which led to my dissatisfaction and filing a complaint.\n\n[Arabic]:\nتم تنويمي بتاريخ 21/2/2023 (حالة ولادة) وتم افادتي من قبل قسم الطوارى انه ليس هناك اي مستحقات لدفعها سوا 5000 ريال ، وعند الخروج من التنويم اتفاجاء بوجود مبالغ مالية مستحقه اضافة الى المبلغ الذي تم دفعه مما ادى الى استيائي ورفع شكوى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-12T21:00:00Z", "due_at": "2023-03-08T15:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-14T21:00:00Z", "second_reminder_sent_at": "2023-03-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-12T21:00:00Z", "explanation_received_at": "2023-03-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221699, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\n Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-03-13 00:00:00", "closed": null, "received": "2023-03-06 18:19:00", "resolved": "2023-03-27 00:00:00", "escalated": null, "first_reminder": "2023-03-15 00:00:00" }, "imported_at": "2026-04-13T21:57:16.812772", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0981", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 981 } } }, { "model": "complaints.complaint", "pk": "667149b7-98ac-4f30-b77a-15303e4cfd57", "fields": { "created_at": "2023-02-18T10:01:00Z", "updated_at": "2026-04-13T18:57:07.008Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SAUD", "expected_result": "", "reference_number": "CMP-2023-02-0918", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On February 15, 2023, I arrived to find no parking available in the emergency department. All staff parking spaces were closed, some chained shut, and parking was prohibited. My car was parked right next to the emergency entrance. Later, a security guard came to the clinic, banged loudly on the door, and shouted at me to move my car. The police were called by the employee, and the security guard claimed that I had verbally abused him.", "description": "On February 15, 2023, I arrived to find no parking available in the emergency department. All staff parking spaces were closed, some chained shut, and parking was prohibited. My car was parked right next to the emergency entrance. Later, a security guard came to the clinic, banged loudly on the door, and shouted at me to move my car. The police were called by the employee, and the security guard claimed that I had verbally abused him.\n\n[Arabic]:\nتم الحضور في 15 فبراير 2023 حيث لم يتم ايجاد أي موقف سيارات في قسم الطوارئ، وأن جميع مواقف سيارات الموظفين مغلقة، بعضها بسلاسل وممنوع الوقوف فيها. وتم ايقاف سيارتي متوقفة بجوار مدخل الطوارئ. بعد ذلك تم حضور موظف الامن الى العياده وتم طرق الباب بقوه وجاء يصرخ لكي يبلغني ان اغير مكان سيارتي وتم استدعاء الشرطه من قبل الموظف وادعى موظف الامن بانني تلفظت فيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "location": 82, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-17T21:00:00Z", "due_at": "2023-02-20T10:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-17T21:00:00Z", "explanation_received_at": "2023-02-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30001918, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.3.Safety & Security", "classification": "3.3.9.Lack of parking slots" }, "timeline": { "sent": "2023-02-18 00:00:00", "closed": null, "received": "2023-02-18 13:01:00", "resolved": "2023-02-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.004866", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0918", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 918 } } }, { "model": "complaints.complaint", "pk": "6679b585-1366-495d-aef5-20e63503bafd", "fields": { "created_at": "2025-07-17T23:55:00Z", "updated_at": "2026-04-13T19:02:24.016Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الباطنية", "expected_result": "", "reference_number": "CMP-2025-07-4473", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dr. Saad Al Zahrani didn't give me my full due or enough time to inquire about my problem. He left in the middle of my conversation after about ten minutes and went to the next patient in the next room. He said, \"We will continue answering your questions at the next appointment!\" He also asked me to come in two days later without an appointment and to put my name on the waiting list. He showed no appreciation for my time or my circumstances, even though I had made myself available specifically f", "description": "Dr. Saad Al Zahrani didn't give me my full due or enough time to inquire about my problem. He left in the middle of my conversation after about ten minutes and went to the next patient in the next room. He said, \"We will continue answering your questions at the next appointment!\" He also asked me to come in two days later without an appointment and to put my name on the waiting list. He showed no appreciation for my time or my circumstances, even though I had made myself available specifically for this appointment, which was not at all satisfactory. In addition, I had to wait a long time before seeing the doctor, as the waiting time exceeded half an hour after the scheduled appointment time.\n\n[Arabic]:\nلم يمنحني الطبيب سعد الزهراني حقي الكامل ولا الوقت الكافي للاستفسار عن مشكلتي، إذ إنه خرج في منتصف حديثي بعد قرابة عشر دقائق، وتوجّه إلى المريض التالي في الغرفة المجاورة، وقال لي: سنكمل الإجابة عن استفساراتك في الموعد القادم! ، كما طلب مني الحضور بعد يومين دون موعد مسبق، وتسجيل اسمي ضمن قائمة الانتظار. ولم يُبدِ أي تقدير لوقتي أو لظرفي، على الرغم من أنني قد فرّغت نفسي خصيصاً لهذا الموعد، الذي لم يكن مُرضياً إطلاقاً. هذا بالإضافة إلى انتظاري الطويل قبل الدخول على الطبيب، حيث تجاوزت مدة الانتظار نصف ساعة من وقت الموعد المحدد،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-19T23:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-17T23:55:00Z", "explanation_received_at": "2025-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4473, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "669b6116-8c45-40b7-bba5-6d2e8970dc3c", "fields": { "created_at": "2022-10-02T09:02:00Z", "updated_at": "2026-04-13T18:56:16.770Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MUNEERAH ALHAMMADI", "expected_result": "", "reference_number": "CMP-2022-10-0364", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment, but the specialist refused to see me because her working hours had ended.", "description": "I had an appointment, but the specialist refused to see me because her working hours had ended.\n\n[Arabic]:\nلدي موعد حيث تم رفض استقبالي من قبل الاخصائية وذلك بسبب انتهاء فترة دوامها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 55, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-09T21:00:00Z", "due_at": "2022-10-04T09:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-09T21:00:00Z", "explanation_received_at": "2022-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30225282, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-10-10 00:00:00", "closed": null, "received": "2022-10-02 12:02:00", "resolved": "2022-10-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:16.763204", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0364", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التغذية", "main": "الطبي" }, "original_complaint_num": 364 } } }, { "model": "complaints.complaint", "pk": "66d2afd4-cef5-445d-8bd1-075d56630661", "fields": { "created_at": "2022-08-30T08:30:00Z", "updated_at": "2026-04-13T18:55:57.307Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0036", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 29-06-2022, I went to the emergency department because I had COVID-19. My vital signs were taken, and I waited for a long time, from 12 to 11, but the doctor did not examine me or follow up on my condition, which led to my dissatisfaction and my leaving the hospital.", "description": "On 29-06-2022, I went to the emergency department because I had COVID-19. My vital signs were taken, and I waited for a long time, from 12 to 11, but the doctor did not examine me or follow up on my condition, which led to my dissatisfaction and my leaving the hospital.\n\n[Arabic]:\nتم حضوري بتاريخ 29-06-2022م الى قسم الطوارئ لاصابتي بكورونا تم اخذ العلامات الحيوية وتم انتظاري لفترة طويلة من الساعه 12 الى 11 ولم يقم الطبيب بالكشف علي ومتابعة حالتي مما ادى الى استيائي ومغادرتي المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-29T21:00:00Z", "due_at": "2022-09-01T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-31T21:00:00Z", "second_reminder_sent_at": "2022-09-02T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-29T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20054560, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.3.Examination delay" }, "timeline": { "sent": "2022-08-30 00:00:00", "closed": null, "received": "2022-08-30 11:30:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": "2022-09-01 00:00:00" }, "imported_at": "2026-04-13T21:55:57.303790", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0036", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 36 } } }, { "model": "complaints.complaint", "pk": "66deb2f1-98db-4e4d-a451-09cc2d8afe87", "fields": { "created_at": "2023-11-30T16:13:00Z", "updated_at": "2026-04-13T18:58:45.693Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14375-SHAIMAA ALY GENEDY ", "expected_result": "", "reference_number": "CMP-2023-11-1909", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the doctor to come for an X-ray, after which the required procedure for the tooth would be determined. Upon coming for the scheduled X-ray procedure and paying, another amount was paid for the tooth extraction procedure without informing me or explaining it to me by the employee. When I went to another hospital, I was informed that the procedure for tooth extraction had been done previously, which is incorrect. Upon returning to the hospital, only the amount of the deductible w", "description": "I was informed by the doctor to come for an X-ray, after which the required procedure for the tooth would be determined. Upon coming for the scheduled X-ray procedure and paying, another amount was paid for the tooth extraction procedure without informing me or explaining it to me by the employee. When I went to another hospital, I was informed that the procedure for tooth extraction had been done previously, which is incorrect. Upon returning to the hospital, only the amount of the deductible was refunded. I am required to refund the full amount of the procedure or cancel the approval.\n\n[Arabic]:\nتم ابلاغي من قبل الطبيب بالحضور لعمل اشعه ومن ثم يتم تحديد الاجراء المطلوب للضرس وعند الحضور لعمل اجراء الاشعه المقرره والدفع تم دفع مبلغ اخر لاجراء خلع الضرس دون ابلاغي او التوضيح من قبل الموظف وعند مراجعه مستشفى اخر يتم ابلاغي بعمل الاجراء لخلع الضرس سابقا وهذا غير صحيح وعند الرجوع للمستشفى تم ارجاع مبلغ نسبة التحمل فقط مطلوب ارجاع مبلغ الاجراء كامل اوالغاء الموافقه .\n\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-29T21:00:00Z", "due_at": "2023-12-02T16:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-29T21:00:00Z", "explanation_received_at": "2023-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-02T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1592720, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-11-30 00:00:00", "closed": null, "received": "2023-11-30 19:13:00", "resolved": "2023-12-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.687480", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1909", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1909 } } }, { "model": "complaints.complaint", "pk": "6729b846-49a5-473c-a0f6-4836d7c33174", "fields": { "created_at": "2023-06-01T10:13:00Z", "updated_at": "2026-04-13T18:57:48.648Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1304", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were admitted to the emergency department, but the patient was not diagnosed at all by the emergency doctor. They only facilitated the admission procedures. After transferring her to the ward, she was not examined until three hours later, and no ultrasound was performed. We were informed that the baby was asleep. At 9 AM, the doctor arrived and informed us that a cesarean section was necessary because the situation was emergency (the umbilical cord was wrapped around the baby's neck).\n", "description": "We were admitted to the emergency department, but the patient was not diagnosed at all by the emergency doctor. They only facilitated the admission procedures. After transferring her to the ward, she was not examined until three hours later, and no ultrasound was performed. We were informed that the baby was asleep. At 9 AM, the doctor arrived and informed us that a cesarean section was necessary because the situation was emergency (the umbilical cord was wrapped around the baby's neck).\n\n\n[Arabic]:\nتم دخولنا الى قسم الطوارى ولم يتم التشخيص على المريضه نهائيا من قبل طبيب الطوارى، وتم الاكتفاء بتييسر اجراءت التنويم وبعد نقلها الى التنويم لم يتم فحصها الا بعد 3 ساعات ولم يتم عمل سونار وافادتنا ان الطفل نائم وفي الساعة 9 صباحا حضرت الدكتوره وافادتنا ان لابد من اجراء عملية قيصرية لان الحالة طارئة ( التفاف الحبل السري حول عنق الجنين ). ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-09T21:00:00Z", "due_at": "2023-06-03T10:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 302440, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-10 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-01 13:13:00", "resolved": null, "escalated": null, "first_reminder": "2023-06-19 00:00:00" }, "imported_at": "2026-04-13T21:57:48.644070", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1304", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1304 } } }, { "model": "complaints.complaint", "pk": "673713fa-c75a-4540-9e57-16d0561f5b5d", "fields": { "created_at": "2025-05-29T11:36:00Z", "updated_at": "2026-04-13T19:02:00.882Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم وحدة العناية المركزه ", "expected_result": "", "reference_number": "CMP-2025-05-4233", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Her blood pressure medication was discontinued on the grounds that it was improving cerebral blood flow and causing a stroke. The patient's family was also refused a medical report detailing the case. The patient was diagnosed with COVID-19, but after a retest at the request of the patient's son, the test result was negative.", "description": "Her blood pressure medication was discontinued on the grounds that it was improving cerebral blood flow and causing a stroke. The patient's family was also refused a medical report detailing the case. The patient was diagnosed with COVID-19, but after a retest at the request of the patient's son, the test result was negative.\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-31T11:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-29T11:36:00Z", "explanation_received_at": "2025-05-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4233, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "67399657-f725-4dcd-a357-d6e980e905a1", "fields": { "created_at": "2023-09-19T10:15:00Z", "updated_at": "2026-04-13T18:58:20.450Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1632", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The child has not received any vaccinations.", "description": " The child has not received any vaccinations.\n\n[Arabic]:\n لم يتم اضافة التطعيمات للطفله .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-19T21:00:00Z", "due_at": "2023-09-21T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-19T21:00:00Z", "explanation_received_at": "2023-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30286958, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-09-20 00:00:00", "closed": " ", "received": "2023-09-19 13:15:00", "resolved": "2023-09-20 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.442893", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1632", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1632 } } }, { "model": "complaints.complaint", "pk": "6748b53a-586a-4d62-a196-0cf19c2190e2", "fields": { "created_at": "2024-01-02T14:10:00Z", "updated_at": "2026-04-13T18:59:05.495Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MOHAMMAD ANAS AHMAD RATEB AL SHAWA", "expected_result": "", "reference_number": "CMP-2024-01-2037", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor left the clinic before the patient arrived, despite having a confirmed appointment.", "description": "The doctor left the clinic before the patient arrived, despite having a confirmed appointment.\n\n[Arabic]:\nتمت مغادرة الطبيب للعياده قبل دخول المريض بالرغم من وجود موعد محجوز ومؤكد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 190, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-02T21:00:00Z", "due_at": "2024-01-04T14:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-02T21:00:00Z", "explanation_received_at": "2024-01-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-03T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30001771, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-01-03 00:00:00", "closed": null, "received": "2024-01-02 17:10:00", "resolved": "2024-01-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.492085", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2037", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة (أطفال)", "main": "الطبي" }, "original_complaint_num": 2037 } } }, { "model": "complaints.complaint", "pk": "677a2ad2-2ca7-4127-ae03-02df07a85200", "fields": { "created_at": "2025-02-18T16:57:00Z", "updated_at": "2026-04-13T19:01:25.523Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "فرحان عبدالعزيز ", "expected_result": "", "reference_number": "CMP-2025-02-3753", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "patient is waiting apointment and was waiting for 2 hours and after that the doctor refused to take his case", "description": "patient is waiting apointment and was waiting for 2 hours and after that the doctor refused to take his case\n\n[Arabic]:\nانتظر المريض ساعتين لموعد انتظار ورفض الطبيب استقبال حالته ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-20T16:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-18T16:57:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3753, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "67a6290c-5615-44b4-835a-ee4eda6e579a", "fields": { "created_at": "2023-12-20T08:56:00Z", "updated_at": "2026-04-13T18:58:55.235Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1971", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing a companion's leave of absence dated (12/16-12/17) 2023", "description": "Delay in issuing a companion's leave of absence dated (12/16-12/17) 2023\n\n[Arabic]:\nتأخير في إصدار إجازة مرافق بتاريخ (16/12_17/12)2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T08:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30242050, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": null, "received": "2023-12-20 11:56:00", "resolved": "2023-12-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.227952", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1971", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1971 } } }, { "model": "complaints.complaint", "pk": "67e68b4e-0ead-48f2-9a64-ae61d74bbe08", "fields": { "created_at": "2022-10-16T14:53:00Z", "updated_at": "2026-04-13T18:56:19.292Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0381", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The emergency department was visited on 10/10/2022 at 8:30 pm on Monday, the first visit to Al-Hammadi Hospital. My daughter had a severe chest allergy and was suffering from a severe cough and high fever. My daughter was refused admission to the emergency department, and I was treated badly by the emergency reception and the on-duty manager. I was sent to the pediatric clinics, and when I went, I was told that my daughter's case was an emergency and that I should return to the emergency departm", "description": "The emergency department was visited on 10/10/2022 at 8:30 pm on Monday, the first visit to Al-Hammadi Hospital. My daughter had a severe chest allergy and was suffering from a severe cough and high fever. My daughter was refused admission to the emergency department, and I was treated badly by the emergency reception and the on-duty manager. I was sent to the pediatric clinics, and when I went, I was told that my daughter's case was an emergency and that I should return to the emergency department. I tried to admit my daughter because she was unable to breathe, but they refused to open the examination room until a nurse was present, knowing that more than one patient was admitted at the same time. I was told to go to the hospital, and I left with my daughter, who was in a bad condition.\n\n[Arabic]:\nتم دخول قسم الطوارئ وقت الزياره هو يوم١٠/١٠/٢٠٢٢ الساعه ٨.٣٠ مساء يوم الاثنين اول زياره لدى مستشفى الحمادي وتم الحضور لدى طفلتي حساسية شديدة على الصدر وتعاني من سعال حاد وارتفاع في درجة الحرارة حيث تم رفض استقبال طفلتي في قسم الطورائ وتم التعامل معي بطريقة سيئه من قبل استقبال الطوارئ والمدير المناوب وتم ارسالي لعيادات الاطفال وعند الذهاب تم اخباري ان حالة طفلتي طارئه ويجب الرجوع لقسم الطوارئ وتم المحاوله لادخال طفلتي لعدم قدرتها على التنفس ولكن يتم الرفض من قبلهم لفتح الكشفيه لحين تواجد ممرضه علما انه تم دخول اكثر من مريض في نفس الوقت وتم اخباري بالذهاب لمستشفى حيث تم خروجي مع الطفله وهي بحاله غير جيده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-12T21:00:00Z", "due_at": "2022-10-18T14:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-12T21:00:00Z", "explanation_received_at": "2022-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2526007451, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-10-13 00:00:00", "closed": null, "received": "2022-10-16 17:53:00", "resolved": "2022-10-16 00:00:00", "escalated": null, "first_reminder": "2022-10-15 00:00:00" }, "imported_at": "2026-04-13T21:56:19.288375", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0381", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 381 } } }, { "model": "complaints.complaint", "pk": "681f826b-8184-4f20-b7dc-c51145f0ff13", "fields": { "created_at": "2024-09-02T11:26:00Z", "updated_at": "2026-04-13T19:00:27.113Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2863", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No death certificate issued.", "description": "No death certificate issued.\n\n[Arabic]:\nعدم اصدار شهادة وفاة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "998e7952-ad30-432e-9631-e4493ed8aaa1", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-01T21:00:00Z", "due_at": "2024-09-04T11:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-01T21:00:00Z", "explanation_received_at": "2024-09-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-02T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1798686, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.18.Patient death" }, "timeline": { "sent": "2024-09-02 00:00:00", "closed": null, "received": "2024-09-02 14:26:00", "resolved": "2024-09-03 00:00:00", "escalated": null, "first_reminder": "2024-09-03 00:00:00" }, "imported_at": "2026-04-13T22:00:27.107295", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2863", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2863 } } }, { "model": "complaints.complaint", "pk": "6828ec06-e687-4b4c-bdda-d721539c20b0", "fields": { "created_at": "2025-11-19T15:31:00Z", "updated_at": "2026-04-13T19:03:14.293Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "IBRAHIM AHMAD JAMALALDEIN HAJ MOUSA ", "expected_result": "", "reference_number": "CMP-2025-11-5340", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The children's father stated that during the last visit, he asked the doctor to explain again, but the doctor replied that all details had already been explained to the mother and did not provide another explanation.\"", "description": "\"The children's father stated that during the last visit, he asked the doctor to explain again, but the doctor replied that all details had already been explained to the mother and did not provide another explanation.\"\n\n[Arabic]:\nيفيد والد الاطفال بانه حين دخل في اخر وقت الزياره طلب من الطبيب اعادة الشرح وقد افاد الطبيب بانه تم شرح جميع التفاصيل للام ولم يشرح مره اخرى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-21T15:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-19T15:31:00Z", "explanation_received_at": "2025-11-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5340, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "686420f6-a153-447e-8812-de87c27324e7", "fields": { "created_at": "2024-05-30T15:20:00Z", "updated_at": "2026-04-13T18:59:48.750Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NEHAL ALSAYARI - RADIOLOGIST", "expected_result": "", "reference_number": "CMP-2024-05-2532", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted the reception staff and was directed to the pharmacy approvals department due to an issue with my request. After obtaining the approval, I returned to the same reception employee and informed her that the matter had been completed.\n\nAt that point, Radiology Specialist Nehal intervened, even though I had not directed any question or request to her. She spoke to me in a disrespectful and inappropriate manner that does not reflect the standards of the hospital. I had neither addressed h", "description": "I contacted the reception staff and was directed to the pharmacy approvals department due to an issue with my request. After obtaining the approval, I returned to the same reception employee and informed her that the matter had been completed.\n\nAt that point, Radiology Specialist Nehal intervened, even though I had not directed any question or request to her. She spoke to me in a disrespectful and inappropriate manner that does not reflect the standards of the hospital. I had neither addressed her nor requested anything from her.\n\nWhen I asked for her name, she ignored me and walked away without providing any information.\n\n[Arabic]:\nتم تواصل مع موظفة قسم الاستقبال وتم توجيهي لموافقات الصيدليه لوجود مشكله لدي وبعد الرجوع لنفس الموظفه وابلاغاها بحضور الموافقه واتمام الامر تم تدخل اخصائية الاشاعة نهال رغم اني لم اوجه لها اي سوال واساءة الادب الاحترام معي والتحدث بطريقه لا تليق بالمستشفى رغم اني لم اطلب ولم اتحدث اليها وقمت بطلب معرفة اسمها قامت بتجاهلي والذهاب بدون اعطائي اي معلومه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-29T21:00:00Z", "due_at": "2024-06-01T15:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-29T21:00:00Z", "explanation_received_at": "2024-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-06-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30330463, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-05-30 00:00:00", "closed": null, "received": "2024-05-30 18:20:00", "resolved": "2024-06-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.743029", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2532", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2532 } } }, { "model": "complaints.complaint", "pk": "6867ba9c-2fe3-42b6-a720-50f6560f2689", "fields": { "created_at": "2025-09-08T11:06:00Z", "updated_at": "2026-04-13T19:02:47.332Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4770", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Medication and CT scan were prescribed that are inappropriate for the child’s age.", "description": "Medication and CT scan were prescribed that are inappropriate for the child’s age.\n\n[Arabic]:\nصرف دواء واشعه مقطعيه غير مناسبه لعمر الطفل", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-10T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-08T11:06:00Z", "explanation_received_at": "2025-09-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4770, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "689b9ec6-6c51-4744-a831-867ed1170738", "fields": { "created_at": "2022-09-20T12:53:00Z", "updated_at": "2026-04-13T18:56:06.744Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0242", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the hospital on 20-9-2022 and went to the women’s and maternity reception to take a waiting appointment with Dr. Azza. When I asked the receptionist to take a waiting appointment, she responded to me in a very inappropriate manner. I was not upset that the doctor did not accept me as a waiting appointment, but I was upset by the way the receptionist treated me.", "description": "I came to the hospital on 20-9-2022 and went to the women’s and maternity reception to take a waiting appointment with Dr. Azza. When I asked the receptionist to take a waiting appointment, she responded to me in a very inappropriate manner. I was not upset that the doctor did not accept me as a waiting appointment, but I was upset by the way the receptionist treated me.\n\n[Arabic]:\nتم حضوري المستشفى20-9-2022 وتوجهت الى استقبال النساء والولادة لاخذ موعد انتظار مع الطبيبة عزة و عند سوالي لموظفة الاستقبال باخذ موعد انتظار تم الرد علي باسلوب غير لائق جدا ولم يتم انزعاجي لعدم قبول الطبيبةلي كموعد انتظار ولكن تم انزعاجي من طريقة تعامل الموظفة لي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-22T12:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-23T21:00:00Z", "second_reminder_sent_at": "2022-09-24T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1577775, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-20 15:53:00", "resolved": "2022-10-03 00:00:00", "escalated": null, "first_reminder": "2022-09-24 00:00:00" }, "imported_at": "2026-04-13T21:56:06.742438", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0242", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 242 } } }, { "model": "complaints.complaint", "pk": "68a522ac-f8e7-4d0d-872e-8ee82d676aa6", "fields": { "created_at": "2024-09-01T18:24:00Z", "updated_at": "2026-04-13T19:00:26.891Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2860", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited for the doctor, and when the last patient left, I told my daughter to knock on the door so I could go in. When I got up and knocked, even though there was no patient inside, the doctor came out and spoke to me unprofessionally, telling me not to knock.", "description": "I waited for the doctor, and when the last patient left, I told my daughter to knock on the door so I could go in. When I got up and knocked, even though there was no patient inside, the doctor came out and spoke to me unprofessionally, telling me not to knock.\n\n[Arabic]:\nانتظر الطبيب وعند خروج المريض الاخير وجهت طفلتي لدق الباب حتى ادخل وعندما قمت وطرقت الباب مع العلم انه لا يوجد مريض في الداخل خرج الطبيب وتحدث الي باسلوب غير مهني وقال الا ادق على الباب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-01T21:00:00Z", "due_at": "2024-09-03T18:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-01T21:00:00Z", "explanation_received_at": "2024-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-03T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20301895, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-09-02 00:00:00", "closed": null, "received": "2024-09-01 21:24:00", "resolved": "2024-09-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:26.887590", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2860", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2860 } } }, { "model": "complaints.complaint", "pk": "68ac8fa6-bf7d-4d8b-95f5-ab0c3ee6ae79", "fields": { "created_at": "2024-09-11T09:46:00Z", "updated_at": "2026-04-13T19:00:27.760Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2893", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor visited on Tuesday, May 28, 2024, and diagnosed the child as needing eyeglasses. The glasses were made on the same day, with a follow-up appointment scheduled for a month later. A month later, it became clear that the doctor had made a mistake in filling out the vision measurement data for the child's eyeglasses during the first visit, which led to a worsening of the condition (photos attached). It should be noted that the error was diagnosed by another doctor at a different hospital,", "description": "The doctor visited on Tuesday, May 28, 2024, and diagnosed the child as needing eyeglasses. The glasses were made on the same day, with a follow-up appointment scheduled for a month later. A month later, it became clear that the doctor had made a mistake in filling out the vision measurement data for the child's eyeglasses during the first visit, which led to a worsening of the condition (photos attached). It should be noted that the error was diagnosed by another doctor at a different hospital, who informed me that the eyeglass measurements were incorrect. Upon reviewing the reports, this was confirmed. I request a response and full compensation for all expenses incurred due to the incorrect diagnosis.\n\n[Arabic]:\n تم زيارة الطبيبة/ يوم الثلاثاء ٢٠٢٤/٥/٢٨ حيث تم التشخيص بأن الطفلة بحاجة إلى نظارة طبية و تم تفصيل النظارة في نفس اليوم على ان نحجز موعد المراجعة بعد شهر ،، وبعد شهر اتضح ان الطبيبة اخطأت في تعبئة بيانات قياس النظر لتفصيل النظارة الطبية للطفلة في الزيارة الأولى مما أدى إلى تضاعف الحالة (مرفق الصور) , علماً انه تم تشخيص الخطأ من قبل طبيب آخر بمستشفى آخر حيث ابلغني أن قياسات النظارة خاطئة وعند الرجوع للتقارير اتضح ذلك .. ارجو الرد و التعويض بكامل المصاريف التي تمت بسبب التشخيص الخاطئ .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-10T21:00:00Z", "due_at": "2024-09-13T09:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-11T21:00:00Z", "second_reminder_sent_at": "2024-09-13T21:00:00Z", "escalated_at": "2024-09-13T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-10T21:00:00Z", "explanation_received_at": "2024-10-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-10T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30144423, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-09-11 00:00:00", "closed": null, "received": "2024-09-11 12:46:00", "resolved": "2024-09-11 00:00:00", "escalated": "2024-09-14 00:00:00", "first_reminder": "2024-09-12 00:00:00" }, "imported_at": "2026-04-13T22:00:27.752606", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2893", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2893 } } }, { "model": "complaints.complaint", "pk": "68c1c502-3923-446c-b926-7dffa6b0b6a1", "fields": { "created_at": "2024-08-03T14:51:00Z", "updated_at": "2026-04-13T19:00:16.123Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2769", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived 10 minutes late for my appointment, and it was canceled. I returned after 5 PM, as the receptionist told me, but the doctor still refused to see me.", "description": "I arrived 10 minutes late for my appointment, and it was canceled. I returned after 5 PM, as the receptionist told me, but the doctor still refused to see me.\n\n[Arabic]:\n حضرت بعد الموعد ب ١٠ دقائق وتم الغاء الموعد وحضرت مره اخرى بعد الساعه ٥ كما ابلغني موظف\nالاستقبال ولكن ايضا رفض الدكتور استقبالي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-02T21:00:00Z", "due_at": "2024-08-05T14:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-03T21:00:00Z", "second_reminder_sent_at": "2024-08-04T21:00:00Z", "escalated_at": "2024-08-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-02T21:00:00Z", "explanation_received_at": "2024-08-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-08-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220470, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-08-03 00:00:00", "closed": null, "received": "2024-08-03 17:51:00", "resolved": "2024-08-15 00:00:00", "escalated": "2024-08-06 00:00:00", "first_reminder": "2024-08-04 00:00:00" }, "imported_at": "2026-04-13T22:00:16.109966", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2769", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2769 } } }, { "model": "complaints.complaint", "pk": "68c55a46-e2dc-438e-a20d-2f77d1a125c9", "fields": { "created_at": "2022-09-07T07:57:00Z", "updated_at": "2026-04-13T18:56:05.545Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0081", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication shown (Glucobay 100) was dispensed but was unavailable both inside and outside Al Hammadi Hospital.", "description": "The medication shown (Glucobay 100) was dispensed but was unavailable both inside and outside Al Hammadi Hospital.\n\n[Arabic]:\nتم صرف الدواء الموضح ( Glucobay 100 ) ولم يتوفر داخل وخارج مستشفى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-06T21:00:00Z", "due_at": "2022-09-09T07:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-06T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30120197, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2022-09-07 00:00:00", "closed": null, "received": "2022-09-07 10:57:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.536818", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0081", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 81 } } }, { "model": "complaints.complaint", "pk": "68cbd2f8-9046-4966-86f9-6452f5a92b25", "fields": { "created_at": "2025-09-15T09:04:00Z", "updated_at": "2026-04-13T19:02:48.811Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4859", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's father reported that, due to the delay in service delivery, he would like to request the cancellation of the invoice.\"", "description": "\"The child's father reported that, due to the delay in service delivery, he would like to request the cancellation of the invoice.\"\n\n[Arabic]:\nافاد والد الطفله نتيجة لتاخير في تقديم الخدمه يريد الغاء الفاتوره", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-17T09:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-15T09:04:00Z", "explanation_received_at": "2025-09-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4859, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "68d38389-d35b-4718-88e0-dfc3e30ab7a3", "fields": { "created_at": "2024-10-30T13:58:00Z", "updated_at": "2026-04-13T19:00:39.726Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3100", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A family with a patient with special needs objected to parking in the designated spot, despite the fact that other cars had completely blocked the entrance gate. Patients should be treated with consideration and respect for those with special needs. The staff should verify that parked cars belong to individuals with special needs, rather than pursuing patients irrationally and in a manner unbecoming of the hospital.", "description": "A family with a patient with special needs objected to parking in the designated spot, despite the fact that other cars had completely blocked the entrance gate. Patients should be treated with consideration and respect for those with special needs. The staff should verify that parked cars belong to individuals with special needs, rather than pursuing patients irrationally and in a manner unbecoming of the hospital.\n\n[Arabic]:\n اعتراض عائله مع وجود مريض احتياجات خاصة من الوقوف بالموقف المخصص مع العلم بوجود سيارات اغلقت بشكل كامل بوابه الدخول يتوجب التعامل مع المراجعين وتقدير حالات الاحتياجات الخاصه والتنويه على القيام بالتحقق من السيارات المتوقفه انها عائدة لاحتياجات خاصه بدلا من ملاحقه المرضى بشكل غير عقلاني ولايليق بالمستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-30T21:00:00Z", "due_at": "2024-11-01T13:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-01T21:00:00Z", "second_reminder_sent_at": "2024-11-01T21:00:00Z", "escalated_at": "2024-11-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-30T21:00:00Z", "explanation_received_at": "2024-11-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1507203, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative Policies and\nProcedures", "classification": "3.1.3.Facility guidelines compliance" }, "timeline": { "sent": "2024-10-31 00:00:00", "closed": null, "received": "2024-10-30 16:58:00", "resolved": "2024-11-02 00:00:00", "escalated": "2024-11-02 00:00:00", "first_reminder": "2024-11-02 00:00:00" }, "imported_at": "2026-04-13T22:00:39.719791", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3100", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 3100 } } }, { "model": "complaints.complaint", "pk": "68e404af-94ff-47f4-852c-533cbb4c84f3", "fields": { "created_at": "2022-12-18T09:42:00Z", "updated_at": "2026-04-13T18:56:45.007Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8829-FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-12-0692", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was given an epidural, which she did not request. The doctor came afterward and told us that the cervix was dilated 9.5 and we should wait until it was dilated 10. After waiting, I was told that a cesarean section was necessary because the baby's heartbeat had stopped. There was no sufficient explanation from the treating doctor.", "description": "My wife was given an epidural, which she did not request. The doctor came afterward and told us that the cervix was dilated 9.5 and we should wait until it was dilated 10. After waiting, I was told that a cesarean section was necessary because the baby's heartbeat had stopped. There was no sufficient explanation from the treating doctor.\n\n[Arabic]:\nتم اعطاء زوجتي ابرة الظهر وهي لم تطلب ذلك حيث تم حضور الدكتوره بعد ذلك واخبارنا بان الرحم مفتوح 9 ونص ويجب الانتظار لحين ان يتم فتح الرحم 10 وبعد الانتظار تم اخباري بضرورة عمل عمليه قيصريه لنزول نبضات الطفل لا يوجد توضيح كافي من قبل الطبيبه المعالجه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-17T21:00:00Z", "due_at": "2022-12-20T09:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-17T21:00:00Z", "explanation_received_at": "2022-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219210, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-12-18 00:00:00", "closed": null, "received": "2022-12-18 12:42:00", "resolved": "2023-01-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.003454", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0692", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 692 } } }, { "model": "complaints.complaint", "pk": "69116b02-bec2-45fb-b12b-7fc1424f8f08", "fields": { "created_at": "2022-11-10T16:27:00Z", "updated_at": "2026-04-13T18:56:31.280Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0522", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On June 16, 2022, I was given a medication by the pharmacy, and it was not the same medication that was given to me by the doctor.", "description": "On June 16, 2022, I was given a medication by the pharmacy, and it was not the same medication that was given to me by the doctor.\n\n[Arabic]:\nبتاريخ 16 يونيو2022م تم صرف دواء لي من قبل الصيديلة ولم يكن نفس الدواء الذي تم صرفه لي من قبل الطبيبة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-09T21:00:00Z", "due_at": "2022-11-12T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-09T21:00:00Z", "explanation_received_at": "2022-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30156497, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2022-11-10 00:00:00", "closed": null, "received": "2022-11-10 19:27:00", "resolved": "2022-11-13 00:00:00", "escalated": null, "first_reminder": "2022-11-12 00:00:00" }, "imported_at": "2026-04-13T21:56:31.275246", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0522", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 522 } } }, { "model": "complaints.complaint", "pk": "6979ce63-2365-45c5-bef6-314f50f1fcea", "fields": { "created_at": "2022-10-22T12:34:00Z", "updated_at": "2026-04-13T18:56:20.637Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0432", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter's discharge from the hospital has been delayed.", "description": "My daughter's discharge from the hospital has been delayed.\n\n[Arabic]:\nتم تأخير خروج بنتي من المستشفى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-23T21:00:00Z", "due_at": "2022-10-24T12:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-23T21:00:00Z", "explanation_received_at": "2022-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-23T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1833685, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.9.Delay in discharging patient" }, "timeline": { "sent": "2022-10-24 00:00:00", "closed": null, "received": "2022-10-22 15:34:00", "resolved": "2022-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.626901", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0432", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 432 } } }, { "model": "complaints.complaint", "pk": "698171c4-16c4-4bcc-9147-7f9f3821fb5d", "fields": { "created_at": "2024-11-03T07:49:00Z", "updated_at": "2026-04-13T19:00:48.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3107", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse inserted a needle in the wrong place ", "description": "The nurse inserted a needle in the wrong place \n\n[Arabic]:\nأدخلت الممرضة إبرة في المكان الخطأ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-05T21:00:00Z", "due_at": "2024-11-05T07:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-06T21:00:00Z", "second_reminder_sent_at": "2024-11-06T21:00:00Z", "escalated_at": "2024-11-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-05T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30144963, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-11-06 00:00:00", "closed": null, "received": "2024-11-03 10:49:00", "resolved": null, "escalated": "2024-11-10 00:00:00", "first_reminder": "2024-11-07 00:00:00" }, "imported_at": "2026-04-13T22:00:48.229142", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3107", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم العمليات", "main": "التمريض" }, "original_complaint_num": 3107 } } }, { "model": "complaints.complaint", "pk": "699f12d3-ac7d-4412-b2aa-f7d700c0b789", "fields": { "created_at": "2022-10-24T14:28:00Z", "updated_at": "2026-04-13T18:56:21.129Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15307-ZEYAD BDELAZIZ ELSAYED ELMASRY ", "expected_result": "", "reference_number": "CMP-2022-10-0439", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We visited the emergency department last Friday because of a dislocated shoulder. After a long wait in the emergency room, I appeared for a simple reason. We asked about the problem and it was said that it was a dislocated shoulder. After asking the nurses about the situation, the nurse went to the doctors and came back to tell me that the doctor had a long request for him. After waiting, no one caused any problems, which forces me to be sick without any operation after the attached subscription", "description": "We visited the emergency department last Friday because of a dislocated shoulder. After a long wait in the emergency room, I appeared for a simple reason. We asked about the problem and it was said that it was a dislocated shoulder. After asking the nurses about the situation, the nurse went to the doctors and came back to tell me that the doctor had a long request for him. After waiting, no one caused any problems, which forces me to be sick without any operation after the attached subscription was disabled. On the last day, I went to the hospital to return, and I was informed that the son of the son had examined me, and this did not happen.\n\n[Arabic]:\nراجعنا قسم الطوارئ يوم الجمعة الماضي بسبب خلع بكتف ابني وبعد انتظار طويل بغرفة الطوارئ حضر الطبيب المذكور بدون اجراء كشف فقط سألنا عن المشكلة وتم اخباره ان لدى ابني خلع بالكتف وذهب ولم يعد وبعد سؤال الممرضين عن الوضع ذهب الممرض لغرفة الاطباء ليعود ويقول لي ان الطبيب طلب له اشعة، وبعد انتظار طويل لم يحضر احد مما اضطرني لمغادرة المستشفى دون اي اجراء بعد إلغاء الكشفية المرفقة وفي يوم اخر راجعت المستشفى لاسترجاع المبلغ وتم افادتي ان الطبيب قد قام بالكشف وطلب الاشعة وهذا لم يحدث . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-23T21:00:00Z", "due_at": "2022-10-26T14:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-23T21:00:00Z", "explanation_received_at": "2022-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1292868, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2022-10-24 00:00:00", "closed": null, "received": "2022-10-24 17:28:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.125126", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0439", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 439 } } }, { "model": "complaints.complaint", "pk": "69b503ad-2f6a-48ae-aa0d-6fd0f2a94896", "fields": { "created_at": "2023-12-30T13:13:00Z", "updated_at": "2026-04-13T18:58:57.041Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2024", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient went to the emergency room after an accident and was refused admission unless he paid the fees or brought insurance approval, noting that the patient is currently not in the hospital.", "description": "The patient went to the emergency room after an accident and was refused admission unless he paid the fees or brought insurance approval, noting that the patient is currently not in the hospital.\n\n[Arabic]:\nتوجه المريض للطوارىء بعد اجراء حادث وتم رفض استقباله الا بعد دفع الرسوم او احضار موافقة التأمين علما ان المريض حاليا غير متواجد بالمستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2024-01-01T13:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-30T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2023-12-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-01T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20259832, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": null, "received": "2023-12-30 16:13:00", "resolved": "2024-01-02 00:00:00", "escalated": null, "first_reminder": "2023-12-31 00:00:00" }, "imported_at": "2026-04-13T21:58:57.036274", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2024", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2024 } } }, { "model": "complaints.complaint", "pk": "69ba78b9-915a-46c8-8a4a-40123a59ec7b", "fields": { "created_at": "2022-08-28T16:41:00Z", "updated_at": "2026-04-13T18:55:57.253Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAHAR ABDULFATTAH", "expected_result": "", "reference_number": "CMP-2022-08-0029", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Upon arriving for the women's ward and delivery, Dr. Daad was present in place of Dr. Magda Malak. It was noted that Dr. Daad treated the patient very badly, using bad language and not dealing with the patient in a comfortable and smooth manner. I asked the reception to replace her because of her bad attitude towards the patient and the companion, and she was replaced by Dr. Marwa Zaki. A natural birth was approved, and when the cervix was examined and found to be dilated to 10 cm, a cesarean se", "description": "Upon arriving for the women's ward and delivery, Dr. Daad was present in place of Dr. Magda Malak. It was noted that Dr. Daad treated the patient very badly, using bad language and not dealing with the patient in a comfortable and smooth manner. I asked the reception to replace her because of her bad attitude towards the patient and the companion, and she was replaced by Dr. Marwa Zaki. A natural birth was approved, and when the cervix was examined and found to be dilated to 10 cm, a cesarean section was approved based on Dr. Marwa's decision that the fetus was too large for a natural birth. I request that you look into my case with Dr. Magda and Dr. Daad because they did not perform an ultrasound in the ninth month and measure the size of the fetus in order to approve a cesarean section. Note: I contacted Dr. Magda Malak via WhatsApp to inquire about the delivery date, and the message was opened but she did not reply more than once.\n\n[Arabic]:\nعند القدوم لتنويم النساء والولاده تم حضور الدكتوره دعد نيابه عن الدكتوره ماجده ملك ولوحظ على الدكتوره دعد المعامله السيئه جدا للمريضه والفاظ سيئه وعدم التعامل مع المريضه باريحيه وانسيابيه وطلبت من الاستقبال تغييرها بسبب اسلوبها السيئ مع المريضه والمرافق وتم تغييرها بالدكتوره مروه زكي وتم الاقرار بالولاده الطبيعيه وعندما تم الفحص للرحم وانفتاحه ١٠ س تم اقرار الولاده ( عملية قيصريه ) بناء على قرار الدكتوره مروه على ان الجنين كبير ولايمكن ولاده طبيعي فارجو النظر في موضوعي مع الدكتوره ماجد والدكتوره دعد بسبب عدم عمل سونار في الشهر التاسع وقياس حجم الجنين ليتم اقرار عمليه قيصريه ملاحظه تم مراسلة الدكتوره ماجده ملك عن طريق الواتساب ليتم الاستفسار منها عن موعد الولاده وتم فتح الرساله ولم ترد اكثر من مره. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-28T21:00:00Z", "due_at": "2022-08-30T16:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-29T21:00:00Z", "second_reminder_sent_at": "2022-08-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-28T21:00:00Z", "explanation_received_at": "2022-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30165071, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-08-29 00:00:00", "closed": null, "received": "2022-08-28 19:41:00", "resolved": "2022-09-06 00:00:00", "escalated": null, "first_reminder": "2022-08-30 00:00:00" }, "imported_at": "2026-04-13T21:55:57.244630", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0029", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 29 } } }, { "model": "complaints.complaint", "pk": "69c8020d-c2b3-44e5-88cf-06ca37dfa6a2", "fields": { "created_at": "2024-10-14T09:59:00Z", "updated_at": "2026-04-13T19:00:38.738Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3037-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was approved at Al Hammadi Hospital 4 days ago, and today I am at the hospital and they asked me to open a file and then they asked me to register for a consultation and I paid 33 riyals and then the doctor tried to do tests for me just so I would pay and now at the pharmacy they asked me to pay 270 riyals, of course all this according to their statement that it is the hospital’s policy, knowing that I have a previous approval and the examination was done and so on, please take the necessary a", "description": "I was approved at Al Hammadi Hospital 4 days ago, and today I am at the hospital and they asked me to open a file and then they asked me to register for a consultation and I paid 33 riyals and then the doctor tried to do tests for me just so I would pay and now at the pharmacy they asked me to pay 270 riyals, of course all this according to their statement that it is the hospital’s policy, knowing that I have a previous approval and the examination was done and so on, please take the necessary action regarding this.\n\n[Arabic]:\n تم الموافقه لدى مستشفى الحمادي من ٤ ايام ، و اليوم أنا في المستشفى و طلبوا مني افتح ملف و بعدها طلبوا مني اسجل كشفيه و دفعت ٣٣ ريال و من ثم حاول الدكتور يسويلي تحاليل علشان ادفع فقط و الان في الصيدليه طلبوا مني تدفع ٢٧٠ ريال ، طبعا هذا كله حسب إفادتهم انها سياسة المستشفى ، مع العلم أنا عندي موافقه سابقه و تم الفحص و إلى اخره ، برجاء اتخاذ الإجراء لللازم حيال ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T09:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30350223, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-14 12:59:00", "resolved": "2024-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.735041", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3037-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3037 } } }, { "model": "complaints.complaint", "pk": "69c837b7-9c00-4fe3-b876-042af6614cc4", "fields": { "created_at": "2023-08-15T09:54:00Z", "updated_at": "2026-04-13T18:58:09.743Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSSARI", "expected_result": "", "reference_number": "CMP-2023-08-1528", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at Dr. Fahd Al-Dossari’s clinic at 12:45 and waited until 2:15. After I entered, he asked me if this was my first visit to him. I told him yes, and he apologized for not receiving me, claiming that today was for dispensing medications and minor cases.", "description": "I arrived at Dr. Fahd Al-Dossari’s clinic at 12:45 and waited until 2:15. After I entered, he asked me if this was my first visit to him. I told him yes, and he apologized for not receiving me, claiming that today was for dispensing medications and minor cases.\n\n[Arabic]:\nتم حضوري لعيادة الدكتور فهد الدوسري انتظار حضرت الساعة 12:45 وبعد انتظار الى الساعه 2:15 وبعد دخولي سالني هذه الزياره الاولى له ابغلته بنعم وقد اعتذر عن استقبالي بحجة ان اليوم لصرف الادوية والحالات الخفيفه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T09:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1163766, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": "2023-09-05 00:00:00", "received": "2023-08-15 12:54:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.740426", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1528", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1528 } } }, { "model": "complaints.complaint", "pk": "69d05f49-23ce-4dd3-ad14-4382d48c1058", "fields": { "created_at": "2025-08-03T11:44:00Z", "updated_at": "2026-04-13T19:02:34.397Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال الاسنان ", "expected_result": "", "reference_number": "CMP-2025-08-4566", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to provide the service and take action for the patient.", "description": "Failure to provide the service and take action for the patient.\n\n[Arabic]:\nعدم تقديم الخدمه والاجراء للمراجعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-05T11:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-03T11:44:00Z", "explanation_received_at": "2025-08-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4566, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "69d3ad2b-a814-452f-aaed-5eb9a20245d5", "fields": { "created_at": "2023-10-24T08:40:00Z", "updated_at": "2026-04-13T18:58:32.119Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1749", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification", "description": "Delay in submitting the birth notification\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-23T21:00:00Z", "due_at": "2023-10-26T08:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-23T21:00:00Z", "explanation_received_at": "2023-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296416, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. 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Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-05-11 00:00:00", "closed": "2024-06-18 00:00:00", "received": "2024-05-11 11:09:00", "resolved": null, "escalated": "2024-05-18 00:00:00", "first_reminder": "2024-05-13 00:00:00" }, "imported_at": "2026-04-13T21:59:47.020139", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2453", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العلاج الطبيعي", "main": "الإداري" }, "original_complaint_num": 2453 } } }, { "model": "complaints.complaint", "pk": "6a54603b-1c44-40ec-a4b4-2bd9ef44317f", "fields": { "created_at": "2024-02-19T15:22:00Z", "updated_at": "2026-04-13T18:59:19.066Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2220", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient has a prescription that has not been dispensed to the patient.", "description": "The patient has a prescription that has not been dispensed to the patient.\n\n[Arabic]:\nلدى المريض وصفة طبيه ولم يتم صرفها للمريض . 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"7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An expired dietary supplement was dispensed.", "description": "An expired dietary supplement was dispensed.\n\n[Arabic]:\nتم صرف مكمل غذائي منتهي الصلاحية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-19T21:00:00Z", "due_at": "2024-01-22T08:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-20T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-19T21:00:00Z", "explanation_received_at": "2024-01-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30060409, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "2.1.6.Prescription of expired medication" }, "timeline": { "sent": "2024-01-20 00:00:00", "closed": null, "received": "2024-01-20 11:31:00", "resolved": "2024-01-24 00:00:00", "escalated": null, "first_reminder": "2024-01-21 00:00:00" }, "imported_at": "2026-04-13T21:59:07.986031", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2092", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2092 } } }, { "model": "complaints.complaint", "pk": "6a9d76d0-564a-4aa5-922f-bbe4c3fff3a4", "fields": { "created_at": "2024-03-04T11:54:00Z", "updated_at": "2026-04-13T18:59:25.478Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2251", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that the leave date is incorrect.", "description": "The patient reports that the leave date is incorrect.\n\n[Arabic]:\nيفيد المراجع بان تاريخ الاجازه غير صحيح ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-03T21:00:00Z", "due_at": "2024-03-06T11:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-03T21:00:00Z", "explanation_received_at": "2024-03-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30080008, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-03-04 00:00:00", "closed": null, "received": "2024-03-04 14:54:00", "resolved": "2024-03-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:25.468089", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2251", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2251 } } }, { "model": "complaints.complaint", "pk": "6ad17402-dc5f-4da2-8c4f-b11f2a9bb21c", "fields": { "created_at": "2024-11-26T09:49:00Z", "updated_at": "2026-04-13T19:00:51.201Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8635-EZZAT ABDEL AZIEM ALI ", "expected_result": "", "reference_number": "CMP-2024-11-3232", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son (age 12) had an appointment with the Dr My wife accompanied my son to the hospital.\nIncident 1\nDuring our visit, the doctor argued with my wife, insisting that our son did not have an appointment despite us having scheduled one. This misunderstanding led to a stressful interaction.\nIncident 2\nWhen my wife mentioned that my son, Ibrahim, is diagnosed with ADHD, the doctor responded in a very harsh tone, demanding the report and medication without showing any empathy or understanding.\nInci", "description": "My son (age 12) had an appointment with the Dr My wife accompanied my son to the hospital.\nIncident 1\nDuring our visit, the doctor argued with my wife, insisting that our son did not have an appointment despite us having scheduled one. This misunderstanding led to a stressful interaction.\nIncident 2\nWhen my wife mentioned that my son, Ibrahim, is diagnosed with ADHD, the doctor responded in a very harsh tone, demanding the report and medication without showing any empathy or understanding.\nIncident 3\nThe doctor requested OTP details, which were linked to the fathers mobile number. Due to this, it took some time to retrieve the information. The doctor became angry and started shouting, questioning our knowledge about the OTP consisting of 4 numbers.\nIncident 4\nThe doctor did not carry out any examination on our son. Instead, he simply wrote a prescription based on the medication we showed him, without any further investigation.\nConcerns\nThese incidents have left us deeply concerned about the behavior and professionalism of the doctor. Our son is particularly distressed, questioning why the doctor was shouting during the consultation .. i ask for further investigation and apology about the attitude ..\n\n[Arabic]:\nكان لدى ابني (12 عامًا) موعد مع الطبيب. رافقت زوجتي ابني إلى المستشفى.\n\nالحادثة 1\nخلال زيارتنا، جادل الطبيب زوجتي، مُصرًا على أن ابننا ليس لديه موعد، على الرغم من أننا حجزنا له موعدًا. أدى هذا سوء الفهم إلى توتر في التعامل.\n\nالحادثة 2\nعندما ذكرت زوجتي أن ابني، إبراهيم، مُشخّص باضطراب فرط الحركة ونقص الانتباه، ردّ الطبيب بنبرة حادة جدًا، مطالبًا بالتقرير والدواء دون أي تعاطف أو تفهم.\n\nالحادثة 3\nطلب الطبيب تفاصيل رمز التحقق لمرة واحدة (OTP)، المرتبط برقم هاتف الأب. لهذا السبب، استغرق الأمر بعض الوقت للحصول على المعلومات. غضب الطبيب وبدأ بالصراخ، مُشككًا في معرفتنا برمز التحقق لمرة واحدة (OTP) المكون من 4 أرقام.\n\nالحادثة 4\nلم يُجرِ الطبيب أي فحص على ابننا. بدلًا من ذلك، كتب وصفة طبية بناءً على الدواء الذي أريناه إياه، دون أي استفسار إضافي.\n\nالمخاوف\nأثارت هذه الحوادث قلقنا الشديد بشأن سلوك الطبيب وكفاءته المهنية. ابننا منزعج للغاية، ويتساءل عن سبب صراخ الطبيب أثناء الاستشارة.. أطلب إجراء مزيد من التحقيق والاعتذار عن هذا السلوك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-25T21:00:00Z", "due_at": "2024-11-28T09:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-25T21:00:00Z", "explanation_received_at": "2024-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-09T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30355546, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-26 00:00:00", "closed": null, "received": "2024-11-26 12:49:00", "resolved": "2024-12-10 00:00:00", "escalated": null, "first_reminder": "2024-11-27 00:00:00" }, "imported_at": "2026-04-13T22:00:51.195270", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3232", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 3232 } } }, { "model": "complaints.complaint", "pk": "6ad919fa-3146-4941-8fec-2607cc2f464c", "fields": { "created_at": "2025-08-04T05:47:00Z", "updated_at": "2026-04-13T19:02:34.494Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التقارير الطبيه ", "expected_result": "", "reference_number": "CMP-2025-08-4573", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient is requesting a detailed medical report regarding the surgery she underwent at Al Hammadi Hospital – Olaya Branch, 17 years ago.\"", "description": "\"The patient is requesting a detailed medical report regarding the surgery she underwent at Al Hammadi Hospital – Olaya Branch, 17 years ago.\"\n\n[Arabic]:\nتفيد المراجعه بطلب تقرير مفصل عن العمليه التي أجرتها في مستشفى الحمادي العليا منذ 17 سنه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-06T05:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-04T05:47:00Z", "explanation_received_at": "2025-08-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4573, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "6adf71c7-5a72-4a59-919e-e59f17b94242", "fields": { "created_at": "2025-08-20T14:11:00Z", "updated_at": "2026-04-13T19:02:36.114Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور فهد الدوسري ", "expected_result": "", "reference_number": "CMP-2025-08-4642", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that she was treated in an unprofessional manner by Dr. Fahad", "description": "The patient reports that she was treated in an unprofessional manner by Dr. Fahad\n\n[Arabic]:\nتفيد المراجعه بأنها تلقت أسلوب غير مهني من قبل الطبيب فهد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-22T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-20T14:11:00Z", "explanation_received_at": "2025-08-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4642, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "6b12993d-ff05-47a0-a2f4-44ec4f5a9ed8", "fields": { "created_at": "2025-10-18T11:05:00Z", "updated_at": "2026-04-13T19:03:02.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5102", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to submit this complaint regarding the clear shortcomings I encountered in the hospital's anesthesia department, which resulted in the cancellation of a ureteral stone removal operation, which was scheduled to be performed on the scheduled date.\n\nUnfortunately, the operation was postponed and I was discharged from the hospital without undergoing it. This was due to the anesthesiologist's hesitation and lack of confidence in the procedures followed, which caused me extreme anxiety an", "description": "I would like to submit this complaint regarding the clear shortcomings I encountered in the hospital's anesthesia department, which resulted in the cancellation of a ureteral stone removal operation, which was scheduled to be performed on the scheduled date.\n\nUnfortunately, the operation was postponed and I was discharged from the hospital without undergoing it. This was due to the anesthesiologist's hesitation and lack of confidence in the procedures followed, which caused me extreme anxiety and resentment.\n\nI hold the hospital fully responsible for any health complications resulting from the postponement of this operation, particularly regarding the stone's impact on the kidneys.\n\nI have also noticed a general problem in the anesthesia department, where the majority of doctors display clear hesitation and a lack of confidence in decision-making. This indicates a lack of practical experience and is a worrying indicator regarding patient safety.\n\n[Arabic]:\nأود أن أرفع إليكم هذه الشكوى بشأن ما واجهته من قصور واضح في قسم التخدير بالمستشفى، الأمر الذي تسبب في إلغاء عملية إزالة حصوة من الحالب، والتي كان من المفترض إجراؤها في الموعد المحدد.\n\nللأسف، تم تأجيل العملية وخروجي من المستشفى دون إجرائها، وذلك بسبب تردد طبيب التخدير وعدم ثقته في الإجراءات المتبعة، مما تسبب لي في قلق واستياء شديدين.\n\nوأُحمّل المستشفى المسؤولية الكاملة في حال حدوث أي مضاعفات صحية ناتجة عن تأجيل هذه العملية، خصوصاً فيما يتعلق بتأثير الحصوة على الكلى.\n\nكما لاحظت وجود مشكلة عامة في قسم التخدير، حيث أن غالبية الأطباء يبدون تردداً واضحاً، وعدم ثقة في اتخاذ القرار، وهو ما يشير إلى نقص في الخبرة العملية ويُعد مؤشراً مقلقاً فيما يتعلق بسلامة المرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-20T11:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-18T11:05:00Z", "explanation_received_at": "2025-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5102, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "6b496255-76c7-4d98-8dce-4b952f696dff", "fields": { "created_at": "2022-10-27T15:17:00Z", "updated_at": "2026-04-13T18:56:21.984Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ALMOAMMARY", "expected_result": "", "reference_number": "CMP-2022-10-0421", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Mohammed Saad Al-Maamari’s clinic for diagnosis and treatment and asked him to provide a medical report. It became clear from the medical report issued by the doctor that there was an error. I went back to the doctor to correct the report for the first time, but this was not done, as the medical report was received from the doctor with the same error.", "description": "I visited Dr. Mohammed Saad Al-Maamari’s clinic for diagnosis and treatment and asked him to provide a medical report. It became clear from the medical report issued by the doctor that there was an error. I went back to the doctor to correct the report for the first time, but this was not done, as the medical report was received from the doctor with the same error.\n\n[Arabic]:\nتم زيارة عيادة الدكتور محمد سعد المعمري للتشخيص والعلاج وطلبت منه الحصول على تقرير طبي، حيث تبيَّن من التقرير الطبي الصادر عن الطبيب بوجود خطأ ، فراجعت الطبيب لتصحيح التقرير أول مرة ولم يتم ذلك حيث تم استلام التقرير الطبي من الطبيب مع وجود الخطأ نفسه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-18T21:00:00Z", "due_at": "2022-10-29T15:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-18T21:00:00Z", "explanation_received_at": "2022-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219053, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2022-10-19 00:00:00", "closed": null, "received": "2022-10-27 18:17:00", "resolved": "2022-10-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.976916", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0421", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 421 } } }, { "model": "complaints.complaint", "pk": "6b4b2283-c78d-4875-8407-1619569b4e65", "fields": { "created_at": "2024-02-12T17:38:00Z", "updated_at": "2026-04-13T18:59:18.269Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2193", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not appear on SEHATI since 6 months", "description": "vaccination not appear on SEHATI since 6 months\n\n[Arabic]:\nلم يظهر التطعيم في صحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-11T21:00:00Z", "due_at": "2024-02-14T17:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-11T21:00:00Z", "explanation_received_at": "2024-02-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-11T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30286500, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-02-12 00:00:00", "closed": null, "received": "2024-02-12 20:38:00", "resolved": "2024-02-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.260091", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2193", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2193 } } }, { "model": "complaints.complaint", "pk": "6bd818fe-9e45-4de8-aba8-f06ba750d3fa", "fields": { "created_at": "2024-01-10T16:39:00Z", "updated_at": "2026-04-13T18:59:06.866Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2064", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Blood tests were conducted (complete blood count, thyroid hormone test, urine test, and iron stores) on Monday, January 8. The result did not appear in the application for 48 hours, and the laboratory did not respond to repeated phone calls. When I went today to the laboratory reception, they told me that the result was not showing and asked me to enter the examination room to take a new blood sample. At that point, I informed them that the result was for my wife, not for me!!! A staff member fr", "description": "Blood tests were conducted (complete blood count, thyroid hormone test, urine test, and iron stores) on Monday, January 8. The result did not appear in the application for 48 hours, and the laboratory did not respond to repeated phone calls. When I went today to the laboratory reception, they told me that the result was not showing and asked me to enter the examination room to take a new blood sample. At that point, I informed them that the result was for my wife, not for me!!! A staff member from the laboratory reception went to the laboratory section, and after asking me several times about the type of tests performed, and after more than 30 minutes, he informed me that the results were ready without giving any reasons for the unjustified and incomprehensible delay.\nI requested to meet the manager and clearly told him that I do not have a problem with the delay, but I want to understand the reason. His responses were rude and inappropriate. When I told him that the results of these tests do not take more than hours, he said that this was not correct (“Who told you?”). When I asked about the time the results were issued, he showed me the test results on the computer screen, and it was clear that the result date was January 10 at 5:45 PM, which was when I came to the hospital and inquired about the matter (here I informed him that the result was entered into the system at that moment). He said, “No, this is the time of printing the result for you,” noting that no paper result was printed for me. Repeatedly, there was no response or clarification that there was some mistake. When I asked him about the reason the result did not appear in the application, he said, “So when you check the application, you must see the result?”\nI informed him that I wish to file a complaint. When I asked about the administration offices, I was told, “Look for them yourself in the hospital,” and he also refused to provide his name, which is unacceptable behavior from an employee. In short, I am now not convinced of the result and completely doubt its validity. In addition to that, the employee’s behavior was inappropriate\n\n[Arabic]:\nتم عمل فحوصات تشمل (صورة كاملة للدم و هرمون الغدة الدرقية و فحص بول و مخزون الحديد) يوم الإثنين ٨ يناير لم تظهر النتيجة في التطبيق لمدة ٤٨ ساعة ولم يتم الرد من قبل المختبر على المكالمات المتكررة وعند توجهي اليوم لاستقبال المختبر أخبروني أن النتيجة غير ظاهرة وطلبوا مني الدخول لغرفة الفحص لأخذ عينة دم جديدة عندها أخبرتهم ان النتيجة لزوجتي وليست لي!!! فذهب موظف من استقبال المختبر لجهة المختبر و بعد\nسؤالهم لي اكثر من مرة عن نوع الفحوصات المعمولة وبعد ما يزيد عن ٣٠ دقيقه اخبرني ان النتائج جاهزة دون ابداء اي اسباب للتأخير غير المبرر والمفهوم طلبت مقابلة المدير واخبرته بشكل واضح ليس لدي مشكلة بالتاخير لكن اريد ان افهم السبب فكانت ردوده فظه وغير لائقة وعندما اخبرته انه نتائج هذه التحاليل لا تأخد اكثر من ساعات اخبرني غير صحيح (مين قلك ) وعند سؤالي عن موعد صدور النتائج أطلعني على نتائج الفحوصات على شاشة الكمبيوتر وكان جليا ان تاريخ النتيجه هو ١٠ يناير الساعة ٥:٤٥م اي عندما قدمت للمستشفى وسألت عند الموضوع ( هنا اخبرته ان النتيجة مدخله على النظام الآن) قال لا هذا وقت طباعة النتيجة لك علماً انه لم يتم طباعة اي نتيجة ورقية لي ومراراً لم يتم التجاوب والتوضيح انه هناك خطأ ما في سؤالي له عن سبب عدم ظهور النتيجة على التطبيق قال يعني (هو لما حظرتك تشيك على التطبيق لازم تشوف النتيجة) أخبرته انني ارغب بالتقدم بشكوى سألته عن مكاتب الادراة تم ابلاغي ( دور لحالك بالمستشفى) وعن اسمه رفض ايضاً الإدلاء باسمه في تصرف غير مقبول من موظف باختصار، أنا الان غير مقتنع بالنتيجة وأشك في صحتها بشكل كامل اضافة لذلك تصرف الموظف كان غير لائق", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-13T21:00:00Z", "due_at": "2024-01-12T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-13T21:00:00Z", "explanation_received_at": "2024-01-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "ALHH.0030169101", "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-01-14 00:00:00", "closed": null, "received": "2024-01-10 19:39:00", "resolved": "2024-01-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.857169", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2064", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2064 } } }, { "model": "complaints.complaint", "pk": "6bdacf7d-7ed9-4873-bd33-0baed36cbb19", "fields": { "created_at": "2023-07-13T07:57:00Z", "updated_at": "2026-04-13T18:57:59.314Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1431", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent surgery while insured with Bupa. Upon admission to the hospital, I was examined under anesthesia without the insurance company's consent, and I was unaware of this. Now the hospital is demanding 5215.96 riyals (five thousand two hundred and fifteen riyals and ninety-five halalas). Attached is the insurance company's response.", "description": "I underwent surgery while insured with Bupa. Upon admission to the hospital, I was examined under anesthesia without the insurance company's consent, and I was unaware of this. Now the hospital is demanding 5215.96 riyals (five thousand two hundred and fifteen riyals and ninety-five halalas). Attached is the insurance company's response.\n\n[Arabic]:\nقمت باجراء عملية جراحيه وانا مؤمن لدي شركة بوبا وعند دخولي المستشفى قد اجري فحص تحت التخدير لى دون موافقة التأمين وأنا لست على علم بذلك والان المستشفى تطالبني بمبلغ 5215.96 ريال خمسة الف ومائتين وخمسة عشر ريال وخمسه وتسعون هلله ومرفق لسعادتكم رد شركة التأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-14T21:00:00Z", "due_at": "2023-07-15T07:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-14T21:00:00Z", "explanation_received_at": "2023-07-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30236197, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-07-15 00:00:00", "closed": null, "received": "2023-07-13 10:57:00", "resolved": "2023-07-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.305707", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1431", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1431 } } }, { "model": "complaints.complaint", "pk": "6becf753-6010-437e-a6cf-e15c47b12707", "fields": { "created_at": "2023-10-17T16:29:00Z", "updated_at": "2026-04-13T18:58:31.214Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1725", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in receiving medical services, as we waited for two hours.", "description": "There was a delay in receiving medical services, as we waited for two hours.\n\n[Arabic]:\nتاخير بتلقي الخدمة العلاجية حيث تم الانتظار لمدة ساعتين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-16T21:00:00Z", "due_at": "2023-10-19T16:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-17T21:00:00Z", "second_reminder_sent_at": "2023-10-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-16T21:00:00Z", "explanation_received_at": "2023-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1743648, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2023-10-17 00:00:00", "closed": null, "received": "2023-10-17 19:29:00", "resolved": "2023-10-25 00:00:00", "escalated": null, "first_reminder": "2023-10-18 00:00:00" }, "imported_at": "2026-04-13T21:58:31.208186", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1725", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1725 } } }, { "model": "complaints.complaint", "pk": "6befa123-ec6e-40fc-94c2-2cd43b7714ec", "fields": { "created_at": "2025-06-04T15:04:00Z", "updated_at": "2026-04-13T19:02:09.567Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور محمد العطاس ", "expected_result": "", "reference_number": "CMP-2025-06-4258", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "She arrived before the scheduled time but was not admitted until half an hour after her appointment.", "description": "She arrived before the scheduled time but was not admitted until half an hour after her appointment.\n\n[Arabic]:\nحضرت قبل الموعد ولم بتم دخولها الا بعد موعدها بنصف ساعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-06T15:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-04T15:04:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4258, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "6c1741c9-7198-43dd-a12f-5a60743dbe2d", "fields": { "created_at": "2025-03-17T12:26:00Z", "updated_at": "2026-04-13T19:01:36.073Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3909", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The payment was made during the review period, which lasts for 14 days, noting that only 11 days had passed since the initial consultation when the payment was made.", "description": "The payment was made during the review period, which lasts for 14 days, noting that only 11 days had passed since the initial consultation when the payment was made.\n\n[Arabic]:\nدفع رسوم في فترة المراجعة والتي مدتها 14 يوما علما انه لم يمر على الزيارة بعد الدفع للكشف الأول الا 11 يوما\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-19T12:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-17T12:26:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3909, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "6c3d8f66-0783-4578-b895-98814ce6e173", "fields": { "created_at": "2023-05-06T14:06:00Z", "updated_at": "2026-04-13T18:57:38.808Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ORWA MOHAMED HAMICH ", "expected_result": "", "reference_number": "CMP-2023-05-1215", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "cca45344-a7cd-4564-9243-1385444a2f84", "title": "The consultation fee was paid, but my condition was not diagnosed by the doctor in the emergency department.", "description": "The consultation fee was paid, but my condition was not diagnosed by the doctor in the emergency department.\n\n[Arabic]:\nتم دفع رسوم الكشفيه ولم يتم تشخيص حالتي من قبل الطبيب في قسم الطوارئ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-05T21:00:00Z", "due_at": "2023-05-08T14:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-05T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30045229, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2023-05-06 00:00:00", "closed": null, "received": "2023-05-06 17:06:00", "resolved": "2023-05-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.802622", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1215", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1215 } } }, { "model": "complaints.complaint", "pk": "6c668988-f390-4e57-bb32-adaa79b37641", "fields": { "created_at": "2024-07-04T13:03:00Z", "updated_at": "2026-04-13T19:00:05.845Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2645", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was transferred from Al-Yamamah Hospital to Al-Hammadi Hospital, and now the hospital is demanding money from me despite the Ministry of Health's approval of the treatment.", "description": "My wife was transferred from Al-Yamamah Hospital to Al-Hammadi Hospital, and now the hospital is demanding money from me despite the Ministry of Health's approval of the treatment.\n\n[Arabic]:\nتم تحويل زوجتي من مستشفى اليمامه الى الحمادي والان يطالبني المستشفى بمبالغ مالية رغم موافقة وزارة الصحه على العلاج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-03T21:00:00Z", "due_at": "2024-07-06T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-03T21:00:00Z", "explanation_received_at": "2024-07-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30320312, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-07-04 00:00:00", "closed": null, "received": "2024-07-04 16:03:00", "resolved": "2024-07-10 00:00:00", "escalated": null, "first_reminder": "2024-07-04 00:00:00" }, "imported_at": "2026-04-13T22:00:05.841718", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2645", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2645 } } }, { "model": "complaints.complaint", "pk": "6c84d7a1-2d79-4536-bda0-2378dce55f51", "fields": { "created_at": "2024-06-09T09:54:00Z", "updated_at": "2026-04-13T18:59:57.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2574", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay of more than 12 days in uploading the premarital screening test results.", "description": "There was a delay of more than 12 days in uploading the premarital screening test results.\n\n[Arabic]:\nتأخير في رفع فحوصات ماقبل الزواج لاكثر من 12 يوم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-08T21:00:00Z", "due_at": "2024-06-11T09:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-08T21:00:00Z", "explanation_received_at": "2024-06-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30019221, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-06-09 00:00:00", "closed": null, "received": "2024-06-09 12:54:00", "resolved": "2024-06-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.140209", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2574", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2574 } } }, { "model": "complaints.complaint", "pk": "6ca58e9c-b001-4fc2-9cbf-7195a1cb2427", "fields": { "created_at": "2025-05-07T14:22:00Z", "updated_at": "2026-04-13T19:01:58.107Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض ", "expected_result": "", "reference_number": "CMP-2025-05-4133", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He should not be turned except in my presence, as he is suffering from stage four bedsores and wounds due to negligence. Additionally, from 10 AM to 5 PM, the new type of milk was not provided, and he was neglected.\n", "description": "He should not be turned except in my presence, as he is suffering from stage four bedsores and wounds due to negligence. Additionally, from 10 AM to 5 PM, the new type of milk was not provided, and he was neglected.\n\n\n[Arabic]:\nHe should not be turned except in my presence, as he is suffering from stage four bedsores and wounds due to negligence. Additionally, from 10 AM to 5 PM, the new type of milk was not provided, and he was neglected.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-09T14:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-07T14:22:00Z", "explanation_received_at": "2025-05-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4133, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "6cb9f72e-caad-4b6f-a436-a70fda617f72", "fields": { "created_at": "2022-12-27T12:31:00Z", "updated_at": "2026-04-13T18:56:46.025Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.KAREEM AHMAD HAMED", "expected_result": "", "reference_number": "CMP-2022-12-0719", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 25, 2022, I visited Dr. Karim Ahmed’s clinic, where the doctor treated me in an indifferent manner, in addition to being unresponsive and not giving me sick leave or medication.", "description": "On December 25, 2022, I visited Dr. Karim Ahmed’s clinic, where the doctor treated me in an indifferent manner, in addition to being unresponsive and not giving me sick leave or medication.\n\n[Arabic]:\n بتاريخ 25 ديسمبر 2022م تم زيارتي الى عيادة الطبيب كريم احمد حيث تعامل معي الطبيب بطريقه غير مباليه بالاضافة الى كان غير متجاوب ولم يتم اعطائي اجازه مرضيه او ادوية. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-26T21:00:00Z", "due_at": "2022-12-29T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-27T21:00:00Z", "second_reminder_sent_at": "2022-12-31T21:00:00Z", "escalated_at": "2023-01-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-26T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30012477, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-12-27 00:00:00", "closed": null, "received": "2022-12-27 15:31:00", "resolved": "2023-02-27 00:00:00", "escalated": "2023-01-02 00:00:00", "first_reminder": "2022-12-28 00:00:00" }, "imported_at": "2026-04-13T21:56:46.020747", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0719", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 719 } } }, { "model": "complaints.complaint", "pk": "6cd5c860-cc02-4a3c-bc5d-e9f6de07ad81", "fields": { "created_at": "2025-07-15T15:02:00Z", "updated_at": "2026-04-13T19:02:23.691Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم تمريض الافاقة ", "expected_result": "", "reference_number": "CMP-2025-07-4458", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "While I was in a vulnerable and exhausted state, the nurses were mocking and laughing with\ncomplete disregard for my condition. When I asked for a tissue, they coldly responded that there was\nnone available. I called out to them repeatedly while in distress, yet they closed the curtain around\n.me and continued to laugh as if no one was suffering in front of them_x000D_", "description": "While I was in a vulnerable and exhausted state, the nurses were mocking and laughing with\ncomplete disregard for my condition. When I asked for a tissue, they coldly responded that there was\nnone available. I called out to them repeatedly while in distress, yet they closed the curtain around\n.me and continued to laugh as if no one was suffering in front of them_x000D_\n\n[Arabic]:\nعدم احترام المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-17T15:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-15T15:02:00Z", "explanation_received_at": "2025-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4458, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "6cd809c5-6d41-4df8-b25a-4c77060543cf", "fields": { "created_at": "2022-10-03T14:33:00Z", "updated_at": "2026-04-13T18:56:16.869Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0326", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended my second appointment with the doctor and was told I had to pay a new consultation fee.", "description": "I attended my second appointment with the doctor and was told I had to pay a new consultation fee.\n\n[Arabic]:\nتم الحضور للمراجعه الثانيه للدكتور وتم اخباري بدفع مبلغ كشفيه جديد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-02T21:00:00Z", "due_at": "2022-10-05T14:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-02T21:00:00Z", "explanation_received_at": "2022-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224287, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-03 00:00:00", "closed": null, "received": "2022-10-03 17:33:00", "resolved": "2022-10-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:16.862058", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0326", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 326 } } }, { "model": "complaints.complaint", "pk": "6d036934-0820-4dd9-9fa3-d60b4d3f8303", "fields": { "created_at": "2025-10-27T09:53:00Z", "updated_at": "2026-04-13T19:03:03.436Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMED YOUSSRY MOHAMED ALI", "expected_result": "", "reference_number": "CMP-2025-10-5160", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-29T09:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-27T09:53:00Z", "explanation_received_at": "2025-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5160, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "6d383963-cc82-444a-9355-04808c32fcfb", "fields": { "created_at": "2023-04-09T15:39:00Z", "updated_at": "2026-04-13T18:57:28.452Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1145", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is absolutely no cleanliness. I have spoken to them multiple times about the hygiene issues, but there has been no response from any staff in the cleaning department. It is worth noting that I have attached photos of what has been mentioned.", "description": "There is absolutely no cleanliness. I have spoken to them multiple times about the hygiene issues, but there has been no response from any staff in the cleaning department. It is worth noting that I have attached photos of what has been mentioned.\n\n[Arabic]:\nلا يوجد نظافة نهائيا تم التحدث معهم بخصوص النظافة لعدة مرات لا يوجد اي تجاوب من قبل اي موظف من قسم النظافة علما انه تم ارفاق صور ماتم ذكره. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-11T21:00:00Z", "due_at": "2023-04-11T15:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-11T21:00:00Z", "explanation_received_at": "2023-04-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30032505, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2023-04-12 00:00:00", "closed": null, "received": "2023-04-09 18:39:00", "resolved": "2023-05-11 00:00:00", "escalated": null, "first_reminder": "2023-04-15 00:00:00" }, "imported_at": "2026-04-13T21:57:28.447700", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1145", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 1145 } } }, { "model": "complaints.complaint", "pk": "6d94e74d-b265-433e-98de-681b365674ee", "fields": { "created_at": "2023-04-15T22:31:00Z", "updated_at": "2026-04-13T18:57:29.909Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMED ALI ELAMEEN MOHAMED ", "expected_result": "", "reference_number": "CMP-2023-04-1172", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "ef101520-b641-449a-9393-5cfa3f818fc3", "title": "On March 29, 2023, I attended the clinic of Dr. Mohammed Al-Amin, where a standard X-ray was requested for my son. He was diagnosed, but he still experienced pain. During our follow-up visit, an MRI was not performed despite our informing him that there was still pain. Afterward, we went to another hospital where an MRI was done, and it was found that he had a tear, which Dr. Mohammed did not inform us about.", "description": "On March 29, 2023, I attended the clinic of Dr. Mohammed Al-Amin, where a standard X-ray was requested for my son. He was diagnosed, but he still experienced pain. During our follow-up visit, an MRI was not performed despite our informing him that there was still pain. Afterward, we went to another hospital where an MRI was done, and it was found that he had a tear, which Dr. Mohammed did not inform us about.\n\n[Arabic]:\nتم الحضور بتاريخ 29 مارس 2023م الى عيادة الطبيب محمد الامين وتم طلب اشعه عادية لابني فقط وتم تشخيصه ولكن مازال يتالم وعند حضورنا للمراجعه لم يتم عمل رنين رغم ابلاغنا له بانه لازال هنالك الم وبعدها ذهبنا الى مستشفى اخر وتم عمل اشعه رنين وتبين انه تمزق ولم يتم ابلاغنا بان لديه تمزق من قبل الطبيب محمد . ى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-16T21:00:00Z", "due_at": "2023-04-17T22:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-16T21:00:00Z", "second_reminder_sent_at": "2023-04-18T21:00:00Z", "escalated_at": "2023-05-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-04-16T21:00:00Z", "explanation_received_at": "2023-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30121719, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-04-17 00:00:00", "closed": "2023-05-10 00:00:00", "received": "2023-04-16 01:31:00", "resolved": null, "escalated": "2023-05-07 00:00:00", "first_reminder": "2023-04-17 00:00:00" }, "imported_at": "2026-04-13T21:57:29.899720", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1172", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1172 } } }, { "model": "complaints.complaint", "pk": "6da9ecea-3a3e-44eb-8ae7-cc772dde7509", "fields": { "created_at": "2023-10-04T16:07:00Z", "updated_at": "2026-04-13T18:58:29.216Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1670", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The lunches and dinners provided to us in the ward were poor quality, served cold, and some had an unpleasant odor. Please ensure the food provided to patients is safe for consumption. Room 3189", "description": "The lunches and dinners provided to us in the ward were poor quality, served cold, and some had an unpleasant odor. Please ensure the food provided to patients is safe for consumption. Room 3189\n\n[Arabic]:\n سوء وجبات الغداء والعشاء المقدمة لنا في التنويم بسبب تقديمها باردة والبعض منها يكون فيه رائحة غير جيدة ارجوا التأكد من صلاحية الطعام المقدم للمرضى . غرفة رقم 3189", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-06T21:00:00Z", "due_at": "2023-10-06T16:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-06T21:00:00Z", "explanation_received_at": "2023-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1455425, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Environment", "classification": "Poor Food service" }, "timeline": { "sent": "2023-10-07 00:00:00", "closed": null, "received": "2023-10-04 19:07:00", "resolved": "2023-11-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.208677", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1670", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 1670 } } }, { "model": "complaints.complaint", "pk": "6dadec0b-5627-4481-8a37-feb828e59fd2", "fields": { "created_at": "2025-11-05T08:52:00Z", "updated_at": "2026-04-13T19:03:12.669Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5227", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the hospital as an emergency case, and my request to submit a purchase order was rejected by the administrative manager.", "description": "I was admitted to the hospital as an emergency case, and my request to submit a purchase order was rejected by the administrative manager.\n\n[Arabic]:\nتم حضوري الى المستشفى كحالة طارئة وقد تم رفض رفع طلب خدمة شراء من قبل المدير الإداري", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-07T08:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-05T08:52:00Z", "explanation_received_at": "2025-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5227, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "6ddcb0c4-2e1e-498f-a57a-9acdeb7bf183", "fields": { "created_at": "2023-02-21T09:53:00Z", "updated_at": "2026-04-13T18:57:07.419Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "micheal", "expected_result": "", "reference_number": "CMP-2023-02-0928", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": ". when the ER manager ask the naruss to give me stripes he said this patient crazy", "description": ". when the ER manager ask the naruss to give me stripes he said this patient crazy\n\n[Arabic]:\nعندما طلب مدير قسم الطوارئ من الطبيب المختص أن يصف لي شرائط، قال إن هذا المريض مجنون.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 2, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T09:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-21T21:00:00Z", "second_reminder_sent_at": "2023-02-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30252911, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": null, "received": "2023-02-21 12:53:00", "resolved": "2023-02-27 00:00:00", "escalated": null, "first_reminder": "2023-02-22 00:00:00" }, "imported_at": "2026-04-13T21:57:07.415794", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0928", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارى", "main": "التمريض" }, "original_complaint_num": 928 } } }, { "model": "complaints.complaint", "pk": "6de7d2cd-5396-4f17-b728-0026182a37bc", "fields": { "created_at": "2023-02-14T18:00:00Z", "updated_at": "2026-04-13T18:57:06.721Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MUSAAB ALRHILI", "expected_result": "", "reference_number": "CMP-2023-02-0853", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted for surgery, and at my request, an agreement was reached with the doctor regarding rhinoplasty. The procedure was performed under medical supervision, and afterwards, swelling was observed, along with a tilt in the tip of my nose and an excess part of it. These are the photos I took when I asked a doctor to examine me. He then massaged my nose and said the problem would resolve itself over time. It's been a year since the surgery, and my nose hasn't changed at all, contrary to wha", "description": "I was admitted for surgery, and at my request, an agreement was reached with the doctor regarding rhinoplasty. The procedure was performed under medical supervision, and afterwards, swelling was observed, along with a tilt in the tip of my nose and an excess part of it. These are the photos I took when I asked a doctor to examine me. He then massaged my nose and said the problem would resolve itself over time. It's been a year since the surgery, and my nose hasn't changed at all, contrary to what I was told.\n\n[Arabic]:\nتم دخولي للعمليه ، وبناءً على طلبي، تم التوصل إلى اتفاق مع الطبيب بشأن عملية تجميل الأنف. أُجريت العملية تحت إشراف طبي، وبعدها لوحظ تورم، بالإضافة إلى ميلان في طرف الأنف ووجود جزء زائد منه. هذه هي الصور التي التقطتها عندما طلبتُ حضور طبيب، فقام بفحصي. ثم أجرى لي تدليكًا للأنف، وقال إن المشكلة ستزول مع مرور الوقت. سأكمل عامًا على العملية، ولم يطرأ أي تغيير على أنفي، كما قيل لي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-13T21:00:00Z", "due_at": "2023-02-16T18:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-14T21:00:00Z", "second_reminder_sent_at": "2023-02-20T21:00:00Z", "escalated_at": "2023-02-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-13T21:00:00Z", "explanation_received_at": "2023-02-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30129164, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "2.2.11.Wrong surgery" }, "timeline": { "sent": "2023-02-14 00:00:00", "closed": "2023-03-08 00:00:00", "received": "2023-02-14 21:00:00", "resolved": null, "escalated": "2023-02-23 00:00:00", "first_reminder": "2023-02-15 00:00:00" }, "imported_at": "2026-04-13T21:57:06.715666", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0853", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة التجميلية", "main": "الطبي" }, "original_complaint_num": 853 } } }, { "model": "complaints.complaint", "pk": "6df8b411-5ca3-476f-85ea-d81497ec3938", "fields": { "created_at": "2022-09-01T06:59:00Z", "updated_at": "2026-04-13T18:56:04.749Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSARY", "expected_result": "", "reference_number": "CMP-2022-09-0046", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "On August 30, 2022, I went to Dr. Fahd Al-Dossari's clinic for a waiting appointment. The patient was asked two questions, then asked to leave. I sat with the patient's family for about five minutes. The doctor stated that the patient might have autism or a developmental delay. He said we didn't have an appointment; we were on the waiting list, and there wasn't enough time for a diagnosis. He prescribed Risperdal before the results of the nerve conduction study he had ordered were available, whi", "description": "On August 30, 2022, I went to Dr. Fahd Al-Dossari's clinic for a waiting appointment. The patient was asked two questions, then asked to leave. I sat with the patient's family for about five minutes. The doctor stated that the patient might have autism or a developmental delay. He said we didn't have an appointment; we were on the waiting list, and there wasn't enough time for a diagnosis. He prescribed Risperdal before the results of the nerve conduction study he had ordered were available, which upset me because we weren't given enough time, even though we had agreed to be on the waiting list from the beginning. The doctor's behavior was inappropriate.\n\n[Arabic]:\nتم الحضور بتاريخ 30-08-2022 الى عيادة الدكتور فهد الدوسري كموعد انتظار وتم سؤال المريض سؤالين وتم اخراجه و الجلوس مع ذوي المريض مدة خمس دقائق تقريبا وافاد الدكتور بان احتمال ان يكون لدى المريض توحد او تخلف . وقال الدكتور بأن ليس لدينا حجز وأنما دخلنا من ضمن قائمة\nالانتظار والوقت غير كافي للتشخيص وتم صرف دواء Risperdal \nقبل معرفة نتيجة تخطيط الاعصاب التي طلبها مما ادى الى استيائي لعدم اعطائنا الوقت الكافي علما بانه تم الموافقة على استقبالنا كانتظار منذ البداية ولم يكن تعامل الطبيب لائق . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-02T21:00:00Z", "due_at": "2022-09-03T06:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-04T21:00:00Z", "second_reminder_sent_at": "2022-09-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-02T21:00:00Z", "explanation_received_at": "2022-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219229, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-09-03 00:00:00", "closed": null, "received": "2022-09-01 09:59:00", "resolved": "2022-09-12 00:00:00", "escalated": null, "first_reminder": "2022-09-05 00:00:00" }, "imported_at": "2026-04-13T21:56:04.744766", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0046", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 46 } } }, { "model": "complaints.complaint", "pk": "6e09f97a-3208-4858-a1a0-0b13a50b9eb7", "fields": { "created_at": "2022-12-17T15:53:00Z", "updated_at": "2026-04-13T18:56:44.792Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2022-12-0660", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "بتاريخ 10 ديسمبر 2022م تم حضوره إلى عيادة الطبيب يوسف حيث لم يقوم الدكتور بالفحص علي الأبد وتم تشخيص المبرمج على سابق .", "description": "بتاريخ 10 ديسمبر 2022م تم حضوره إلى عيادة الطبيب يوسف حيث لم يقوم الدكتور بالفحص علي الأبد وتم تشخيص المبرمج على سابق .\n\n[Arabic]:\nبتاريخ 10 ديسمبر 2022م تم الحضور الى عيادة الطبيب يوسف حيث لم يقوم الدكتور بالفحص علي ابدًا وتم تشخص الالم بناء على تشخيص سابق . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T15:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1842120, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 18:53:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.780318", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0660", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 660 } } }, { "model": "complaints.complaint", "pk": "6e224e0c-f963-4334-977d-4bd6362954fc", "fields": { "created_at": "2025-01-27T11:06:00Z", "updated_at": "2026-04-13T19:01:14.241Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3608", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to respond to the insurance request and necessary inquiries for medical approvals, repeated issues for the same requested treatment, and monthly delays in each visit.", "description": "Failure to respond to the insurance request and necessary inquiries for medical approvals, repeated issues for the same requested treatment, and monthly delays in each visit.\n\n[Arabic]:\nعدم الرد علي طلب التامين واستفسارات اللازمه للموافقات الطبيه و تكرار المشكله لنفس العلاج المطلوب والتأخر بشكل شهري في كل زياره \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-29T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-27T11:06:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3608, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "6e2e2551-7a79-4e39-b074-34f600907570", "fields": { "created_at": "2023-12-13T16:48:00Z", "updated_at": "2026-04-13T18:58:54.137Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1943", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency department and was informed that the insurance does not cover it, despite being covered at Al Hammadi Hospital.", "description": "I went to the emergency department and was informed that the insurance does not cover it, despite being covered at Al Hammadi Hospital.\n\n[Arabic]:\nتم الحضور الى قسم الطوارئ وتمت الافادة ان التامين لايغطي رغم تغطيته بمستشفى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-12T21:00:00Z", "due_at": "2023-12-15T16:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-12T21:00:00Z", "explanation_received_at": "2023-12-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303374, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-12-13 00:00:00", "closed": null, "received": "2023-12-13 19:48:00", "resolved": "2023-12-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.129291", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1943", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1943 } } }, { "model": "complaints.complaint", "pk": "6ec02397-eaf3-4893-a303-c0365399bd4b", "fields": { "created_at": "2024-10-14T09:35:00Z", "updated_at": "2026-04-13T19:00:38.506Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3035", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During my visit to the hospital to open a file for my son, I was informed that the insurance did not cover him, although after contacting the insurance company they informed me that he was covered at Al Hammadi Hospital.", "description": "During my visit to the hospital to open a file for my son, I was informed that the insurance did not cover him, although after contacting the insurance company they informed me that he was covered at Al Hammadi Hospital.\n\n[Arabic]:\nاثناء زيارتي للمستشفى لفتح ملف لاابني تمت إفادتي بعدم تغطية التامين علماً بإن بعد التواصل مع التامين افادوني بانه مغطى في مستشفى الحمادي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T09:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2496592052, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-14 12:35:00", "resolved": "2024-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.500695", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3035", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3035 } } }, { "model": "complaints.complaint", "pk": "6ed96244-3451-4ac4-94ed-a3ae56e27a85", "fields": { "created_at": "2022-11-22T08:14:00Z", "updated_at": "2026-04-13T18:56:32.934Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14890-WALAA AWAD HAROON ", "expected_result": "", "reference_number": "CMP-2022-11-0577", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After cleaning the wound the previous day, we went to the emergency department the following day. Dr. Walaa Awad, of Sudanese nationality, was present in the emergency room for my wife. Her treatment was very bad, and she did not clean the wound. After a long wait, she asked us to have a new examination done by Dr. Marwa in the maternity department. We did so, and the examination fee was taken, as Dr. Walaa did not perform any procedure for the patient. We were then referred to Dr. Marwa Hosni.", "description": "After cleaning the wound the previous day, we went to the emergency department the following day. Dr. Walaa Awad, of Sudanese nationality, was present in the emergency room for my wife. Her treatment was very bad, and she did not clean the wound. After a long wait, she asked us to have a new examination done by Dr. Marwa in the maternity department. We did so, and the examination fee was taken, as Dr. Walaa did not perform any procedure for the patient. We were then referred to Dr. Marwa Hosni.\n\n[Arabic]:\nبعد تنظيف الجرح في اليوم السابق وتم الحضور لقسم الطوارئ في اليوم التالي وتم حضور الدكتورة ولاء عواد من الجنسيه السودانيه في الطوارئ لزوجتي وكان تعاملها جدا سيء ولم تقم بتنظيف الجرح وبعد الانتظار الطويل طلبت منا عمل كشف جديد لدى الدكتورة مروة لدى قسم الولادة فقمنا بعمل ذلك وتم اخذ مبلغ الكشفيه حيث ان الدكتوره ولاء لم تقم باي اجراء للمريضه وتم تحويلنا على الدكتوره مروى حسني .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-21T21:00:00Z", "due_at": "2022-11-24T08:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-21T21:00:00Z", "explanation_received_at": "2022-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1222128, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-11-22 00:00:00", "closed": null, "received": "2022-11-22 11:14:00", "resolved": "2022-11-29 00:00:00", "escalated": null, "first_reminder": "2022-11-24 00:00:00" }, "imported_at": "2026-04-13T21:56:32.925004", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0577", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 577 } } }, { "model": "complaints.complaint", "pk": "6eda68a9-2f07-4713-b5b9-2e530814761d", "fields": { "created_at": "2024-10-10T10:58:00Z", "updated_at": "2026-04-13T19:00:38.003Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr GAMAL ELDIN MOSELHY ALI", "expected_result": "", "reference_number": "CMP-2024-10-3016", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "8ee8c622-03b0-457d-9434-f06fa427e5df", "title": "The patient underwent a procedure to remove a fatty cyst, and after the operation she was discharged immediately without any explanation regarding the stitches and the post-operative treatment plan, and without scheduling a follow-up appointment with the doctor until the patient's family contacted them and booked an appointment to remove the stitches.", "description": "The patient underwent a procedure to remove a fatty cyst, and after the operation she was discharged immediately without any explanation regarding the stitches and the post-operative treatment plan, and without scheduling a follow-up appointment with the doctor until the patient's family contacted them and booked an appointment to remove the stitches.\n\n[Arabic]:\nتم عمل اجراء ازالة كيس دهني للمريضة وبعد العملية تم خروجها فورا بدون اي توضيح بخصوص الغرز و الخطة العلاجية مابعد الاجراء وبدون تحديد موعد متابعه مع الطبيب حتى اتصل ذوي المريضة وحجز موعد لازالة الغرز .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-09T21:00:00Z", "due_at": "2024-10-12T10:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-09T21:00:00Z", "explanation_received_at": "2024-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-11T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1276837, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-10-10 00:00:00", "closed": null, "received": "2024-10-10 13:58:00", "resolved": "2024-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:37.990407", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3016", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 3016 } } }, { "model": "complaints.complaint", "pk": "6f036d06-9b79-48d5-88fa-c062439ae0b1", "fields": { "created_at": "2023-11-11T14:16:00Z", "updated_at": "2026-04-13T18:58:42.477Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1827", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appeal was made as the approval is still pending, and when the request was submitted to the insurance company, it appears that the operation had already been carried out and approved at the beneficiary hospital, which has approval number 2022/3617042, and the request has not been canceled yet after the expiry of the previous policy, and a complaint was previously filed with the Health Insurance Council against the company.", "description": "The appeal was made as the approval is still pending, and when the request was submitted to the insurance company, it appears that the operation had already been carried out and approved at the beneficiary hospital, which has approval number 2022/3617042, and the request has not been canceled yet after the expiry of the previous policy, and a complaint was previously filed with the Health Insurance Council against the company.\n\n[Arabic]:\nتم الاستئناف حيث ان الموافقة لا زالت معلقة و عند رفع الطلب لشركة التأمين يظهر ان العملية سبق و تم اجرائها و تمت الموافقة عليها في المستشفى المستفيد ان عنده رقم الموافقة 2022\\3617042 و الطلب لم يلغى حتى الان بعد انتهاء الوثيقة السابقة و سبق و تم رفع شكوى في مجلس الضمان الصحي ضد الشركة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T14:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20298437, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 17:16:00", "resolved": "2023-11-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.470765", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1827", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1827 } } }, { "model": "complaints.complaint", "pk": "6f12a533-f90f-4561-abcf-3bcd0a8e7f4d", "fields": { "created_at": "2023-12-10T11:49:00Z", "updated_at": "2026-04-13T18:58:54.001Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1935", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing the accompanying person's permit", "description": "Delay in issuing the accompanying person's permit\n\n[Arabic]:\nتأخير باصدار اجازة المرافق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-10T21:00:00Z", "due_at": "2023-12-12T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-10T21:00:00Z", "explanation_received_at": "2023-12-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303387, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-11 00:00:00", "closed": null, "received": "2023-12-10 14:49:00", "resolved": "2023-12-12 00:00:00", "escalated": null, "first_reminder": "2023-12-12 00:00:00" }, "imported_at": "2026-04-13T21:58:53.993761", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1935", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1935 } } }, { "model": "complaints.complaint", "pk": "6f1d50ae-9076-4167-ae4b-e427fab2e0ba", "fields": { "created_at": "2023-01-19T10:35:00Z", "updated_at": "2026-04-13T18:56:55.647Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. AZZA ALMUT ", "expected_result": "", "reference_number": "CMP-2023-01-0758", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated unprofessionally by the doctor who treated me and she was not cooperative with me, as I was unable to get full answers and explanations to my questions.", "description": "I was treated unprofessionally by the doctor who treated me and she was not cooperative with me, as I was unable to get full answers and explanations to my questions.\n\n[Arabic]:\nتم التعامل معي بطريقة غير مهنية من قبل الطبيبة لمعالجه ولم تكن متعاونه معي حيث لم اتمكن من اخذ الاجابات والتوضيح الكامل على اسئلتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-18T21:00:00Z", "due_at": "2023-01-21T10:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30057852, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Skills and \nConduct", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-01-19 00:00:00", "closed": "2023-01-19 00:00:00", "received": "2023-01-19 13:35:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.643570", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0758", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 758 } } }, { "model": "complaints.complaint", "pk": "6f27cd54-4ad2-4b90-8daf-59141acb81ae", "fields": { "created_at": "2023-10-23T07:02:00Z", "updated_at": "2026-04-13T18:58:31.946Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1741", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted the insurance company and they informed me that they had not submitted a request for approval of the medications and moisturizers for eczema. When I inquired with the approvals department, they stated that it was a new policy, noting that they had previously been dispensed to me without any problem.", "description": "I contacted the insurance company and they informed me that they had not submitted a request for approval of the medications and moisturizers for eczema. When I inquired with the approvals department, they stated that it was a new policy, noting that they had previously been dispensed to me without any problem.\n\n[Arabic]:\nتم التواصل مع شركة التامين وافادتي بعدم رفع طلب موافقه على الادويه والمرطبات للكزيما وعند الاستفسار من قسم الموافقات افادة انه سياسة جديده علماً بان سابقا تم صرفها لي من دون اي إشكاليه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-22T21:00:00Z", "due_at": "2023-10-25T07:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-22T21:00:00Z", "explanation_received_at": "2023-10-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-22T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30138347, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-23 00:00:00", "closed": null, "received": "2023-10-23 10:02:00", "resolved": "2023-10-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.940815", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1741", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1741 } } }, { "model": "complaints.complaint", "pk": "6f6be797-5c6c-4e2b-b919-737217a0d914", "fields": { "created_at": "2023-01-19T16:45:00Z", "updated_at": "2026-04-13T18:56:55.907Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0785", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 17, 2023, I came complaining of a foot injury, heaviness in walking, and severe pain. I requested one day off because I was unable to walk, drive, or go to work, but my request was denied unless a fracture was found.\n", "description": "On January 17, 2023, I came complaining of a foot injury, heaviness in walking, and severe pain. I requested one day off because I was unable to walk, drive, or go to work, but my request was denied unless a fracture was found.\n\n\n[Arabic]:\nبتاريخ 17 يناير 2023 م جئت اشكو من اصابھ بالقدم وثقل بالمشي والم شديد وارغب اجازه يوم واحد لعدم تمكني من\nالمشي وقيادة السياره والذهاب للعمل وتم رفض الا بوجود كسر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-18T21:00:00Z", "due_at": "2023-01-21T16:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-18T21:00:00Z", "explanation_received_at": "2023-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-20T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30068250, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-01-19 00:00:00", "closed": null, "received": "2023-01-19 19:45:00", "resolved": "2023-01-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.898313", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0785", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 785 } } }, { "model": "complaints.complaint", "pk": "6fb4ffa7-9297-40e7-9b6b-19a8db3dca79", "fields": { "created_at": "2025-06-30T11:15:00Z", "updated_at": "2026-04-13T19:02:12.774Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "إدارة التنويم ", "expected_result": "", "reference_number": "CMP-2025-06-4398", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Request for an admission guarantee letter, noting that the hospitalization cost has been covered by the insurance company.", "description": "Request for an admission guarantee letter, noting that the hospitalization cost has been covered by the insurance company.\n\n[Arabic]:\nطلب سند امر للتنويم علماَ انه تم تغطية التكلفة من قبل شركة التأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-02T11:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-30T11:15:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4398, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "6fb7da17-ec05-4aa6-9e7e-afbb43660d49", "fields": { "created_at": "2025-08-20T10:48:00Z", "updated_at": "2026-04-13T19:02:36.061Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره رهام نساء وولاده", "expected_result": "", "reference_number": "CMP-2025-08-4640", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that she was treated in an unprofessional manner by Dr. Reham.", "description": "The patient reports that she was treated in an unprofessional manner by Dr. Reham.\n\n[Arabic]:\nتفيد المراجعه بأنها تلقت أسلوب غير مهني من قبل الطبيبه رهام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-22T10:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-20T10:48:00Z", "explanation_received_at": "2025-08-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4640, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "6fbe024f-ae8d-4470-a03c-51d84076a732", "fields": { "created_at": "2024-05-18T17:27:00Z", "updated_at": "2026-04-13T18:59:47.637Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2481", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the hospital on Saturday and submitted a request for admission, which was approved. However, the next day, we were informed by the admissions department that we needed to leave due to the lack of approval for another day’s admission. Despite confirming multiple times, we were told that there was no approval and that the request had been denied by the insurance company. This was despite the fact that the patient's condition warranted another day of admission, as mentioned by the doctor", "description": "I attended the hospital on Saturday and submitted a request for admission, which was approved. However, the next day, we were informed by the admissions department that we needed to leave due to the lack of approval for another day’s admission. Despite confirming multiple times, we were told that there was no approval and that the request had been denied by the insurance company. This was despite the fact that the patient's condition warranted another day of admission, as mentioned by the doctor, who stated that she would not be discharged until the tests were completed the following day.\n\nOn Monday, after the patient was discharged, we received approval from the insurance company. When we returned to the hospital, it became clear that the request had not been submitted by the hospital until after the patient had left. I am awaiting a response to the complaint and a full explanation for the delay in submitting the request to the insurance company.\n\n\n[Arabic]:\nتم الحضور للمسشتفى يوم السبت ورفع طل بتنويم ةقت الحضور وتمت الموافقه عليه وفي اليوم التالي يتم ابلاغنا من قبل التنويم بضرورة الخروج لعدم وجود موافقه على التنويم ليوم اخر تم التاكد اكثر من مره ويتم ابلاغنا بعدم وجود موافقه وانه تم الرفض من قبل الشركه وبعد الخروج رغم ان حالة المريضه تستدعي التنويم ليوم اخر كما تم ذكره من قبل الطبيب وانه لا يتم خروجها الا بعد اكمال التحاليل في اليوم التالي . وفي يوم الاثنين بعد خروج المريضه جاءت موافقة من شركة التأمين وعند الرجوع للمستشفى اتضح ان الطلب لم يتم رفعه من قبل المستشفى الا بعد الخروج المريضه بانتظار الرد على الشكوى والتوضيح الكامل عن سبب التاخير في رفع الطلب لشركة التأمين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-17T21:00:00Z", "due_at": "2024-05-20T17:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-17T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1738797, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-18 00:00:00", "closed": null, "received": "2024-05-18 20:27:00", "resolved": "2024-06-05 00:00:00", "escalated": null, "first_reminder": "2024-05-19 00:00:00" }, "imported_at": "2026-04-13T21:59:47.631004", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2481", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2481 } } }, { "model": "complaints.complaint", "pk": "6fcbd974-bd59-4e88-82c8-8c70ab6167c1", "fields": { "created_at": "2023-05-13T11:44:00Z", "updated_at": "2026-04-13T18:57:39.570Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "BASILAH", "expected_result": "", "reference_number": "CMP-2023-05-1242", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On May 13, 2023, I went to the pharmacy department and waited. When I asked the staff about the approval request, I was treated inappropriately, and the staff member ignored me while being served by Dr. Nabil. However, the staff member continued to talk. When my husband returned to collect the medications, he was also served by Dr. Nabil, but he was treated inappropriately as well, with threats of calling the police and holding us accountable. No misconduct on our part warranted this treatment, ", "description": "On May 13, 2023, I went to the pharmacy department and waited. When I asked the staff about the approval request, I was treated inappropriately, and the staff member ignored me while being served by Dr. Nabil. However, the staff member continued to talk. When my husband returned to collect the medications, he was also served by Dr. Nabil, but he was treated inappropriately as well, with threats of calling the police and holding us accountable. No misconduct on our part warranted this treatment, which led to our significant frustration.\n\n[Arabic]:\nبتاريخ 13 مايو 2023م تم الحضور الى قسم الصيديلة وتم انتظاري وحين سوال الموظفة عن طلب الموافقه تم التعامل معي بشكل غير لائق وتم تجاهل الموظفة وخدمتي من قبل الطبيب نبيل ولكن لم تكتفي الموظفة بل استمرت بالحديث ، وتم خروجي وعند عودة زوجي لاخذ الادوية تم خدمته من قبل الطبيب نبيل وتم التحدث مع زوجي والتعامل معه بطريقة غير لائقة ايضا وابلاغنا بإحضار الشرطة ومحاسبتنا ولم يصدر اي غلط بحق الموظفة ليتم التعامل معنا بهذه الطريقه وذلك ادى الى استيائنا الشديد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-12T21:00:00Z", "due_at": "2023-05-15T11:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-12T21:00:00Z", "explanation_received_at": "2023-05-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254297, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-05-13 00:00:00", "closed": null, "received": "2023-05-13 14:44:00", "resolved": "2023-05-15 00:00:00", "escalated": null, "first_reminder": "2023-05-14 00:00:00" }, "imported_at": "2026-04-13T21:57:39.565531", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1242", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1242 } } }, { "model": "complaints.complaint", "pk": "6fd79ea3-bd11-4ad6-9445-aa1f6d178493", "fields": { "created_at": "2025-03-19T21:09:00Z", "updated_at": "2026-04-13T19:01:36.466Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "مهند ناصر", "expected_result": "", "reference_number": "CMP-2025-03-3923", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient complains that the doctor leaves the clinic despite having an appointment booked with him.", "description": "The patient complains that the doctor leaves the clinic despite having an appointment booked with him.\n\n[Arabic]:\nيشتكي المراجع من مغادرة الطبيب للعيادة رغم وجود موعد محجوز له مع الطبيب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 28, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T21:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T21:09:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3923, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "7000f0e4-8d00-4087-ba0e-5f9bad07ceaa", "fields": { "created_at": "2023-03-18T13:08:00Z", "updated_at": "2026-04-13T18:57:17.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.TALAL", "expected_result": "", "reference_number": "CMP-2023-03-1024", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No chair or bed is provided for the companion, even though it was agreed with the care department that a companion would be allowed with the patient.\n", "description": "No chair or bed is provided for the companion, even though it was agreed with the care department that a companion would be allowed with the patient.\n\n\n[Arabic]:\nلا يتم توفير كرسي او سرير للمرافق علما انه تم الاتفاق مع قسم العنايه بوجود المرافق مع المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-17T21:00:00Z", "due_at": "2023-03-20T13:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20106274, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.Resources", "classification": "3.5.2.Specialty not available" }, "timeline": { "sent": "2023-03-18 00:00:00", "closed": null, "received": "2023-03-18 16:08:00", "resolved": "2023-03-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.889778", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1024", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 1024 } } }, { "model": "complaints.complaint", "pk": "7007926e-8155-4a9f-91e1-05a6bc5f8615", "fields": { "created_at": "2024-10-08T17:37:00Z", "updated_at": "2026-04-13T19:00:37.844Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3006", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee asked for the original ID and the patient was wearing a niqab and did not allow anyone to see her picture. An elderly woman refused to show her ID and asked to show her family card, so the employee at the orthopedic reception refused to receive her and asked her to leave without serving her, knowing that she has been visiting Al-Hammadi Hospital for years and has not faced a similar problem, as all her patients give them their ID number or show their family card.", "description": "The employee asked for the original ID and the patient was wearing a niqab and did not allow anyone to see her picture. An elderly woman refused to show her ID and asked to show her family card, so the employee at the orthopedic reception refused to receive her and asked her to leave without serving her, knowing that she has been visiting Al-Hammadi Hospital for years and has not faced a similar problem, as all her patients give them their ID number or show their family card.\n\n[Arabic]:\nطلب الموظف اصل الهوية والمراجعة منقبة لا تسمح باحد رؤية صورتها وامرأة كبيرة بالسن رفضت ابراز الهوية وطلبت ابراز كرت العائلة فرفض الموظف في استقبال العظام استقبالها وطلب منها المغادره دون خدمتها علماً بانها تراجع في مستشفى الحمادي منذ سنوات ولم تواجه مشكله مشابهه لذلك حيث انه جميع مراجعاتها تعطيهم رقم الهوية او تبرز كرت العائلة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-08T21:00:00Z", "due_at": "2024-10-10T17:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-09T21:00:00Z", "second_reminder_sent_at": "2024-10-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-08T21:00:00Z", "explanation_received_at": "2024-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-10-13T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30232647, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-10-09 00:00:00", "closed": null, "received": "2024-10-08 20:37:00", "resolved": "2024-10-14 00:00:00", "escalated": null, "first_reminder": "2024-10-10 00:00:00" }, "imported_at": "2026-04-13T22:00:37.840084", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3006", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3006 } } }, { "model": "complaints.complaint", "pk": "703c8fa7-50b9-4d95-b9a8-0e8bc2eb6182", "fields": { "created_at": "2025-08-25T12:46:00Z", "updated_at": "2026-04-13T19:02:36.914Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجيه ", "expected_result": "", "reference_number": "CMP-2025-08-4670", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informs that he paid a higher deductible than usual in one payment.", "description": "The patient informs that he paid a higher deductible than usual in one payment.\n\n[Arabic]:\nيفيد المراجع بأنه دفع نسبة تحمل اكثر من المعتاد دفعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T12:46:00Z", "explanation_received_at": "2025-08-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4670, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "70802114-1aa1-44da-b9fe-3f233b9ad5c0", "fields": { "created_at": "2023-04-13T08:47:00Z", "updated_at": "2026-04-13T18:57:29.298Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1163", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He would like to be provided with a report on the patient's condition indicating that they are on oxygen, addressed to the electricity company.", "description": "He would like to be provided with a report on the patient's condition indicating that they are on oxygen, addressed to the electricity company.\n\n[Arabic]:\nيرغب بتزويده بالتقرير عن حالة المريض بانه على اكسجين موجه الى شركة الكهرباء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-12T21:00:00Z", "due_at": "2023-04-15T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-12T21:00:00Z", "explanation_received_at": "2023-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30229970, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-04-13 00:00:00", "closed": null, "received": "2023-04-13 11:47:00", "resolved": "2023-04-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.287498", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1163", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1163 } } }, { "model": "complaints.complaint", "pk": "70989c0a-c623-433a-9ee9-93dbaa15608e", "fields": { "created_at": "2022-09-10T21:02:00Z", "updated_at": "2026-04-13T18:56:05.841Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MAHA ALBELALI ", "expected_result": "", "reference_number": "CMP-2022-09-0096", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room on September 10, 2022, because my 9-month-old daughter had a high fever. The doctor saw me and, after examining her, said that the child had an ear and throat infection and that we needed to do an abdominal X-ray and blood tests. When I asked about the necessity of the abdominal X-ray and blood tests, she said that the X-ray was to ensure there was no inflammation in the abdomen, even though the child had no visible abdominal pain, and that the blood tests were to ch", "description": "I went to the emergency room on September 10, 2022, because my 9-month-old daughter had a high fever. The doctor saw me and, after examining her, said that the child had an ear and throat infection and that we needed to do an abdominal X-ray and blood tests. When I asked about the necessity of the abdominal X-ray and blood tests, she said that the X-ray was to ensure there was no inflammation in the abdomen, even though the child had no visible abdominal pain, and that the blood tests were to check for a bacterial infection. If a bacterial infection was found, she said she would prescribe antibiotics. We went to the radiology department, but only one X-ray was taken because the child was uncomfortable. After that, I went back to the emergency room for the blood test, but they couldn't draw blood because there was no blood in the area where it was to be drawn, and they refused to draw blood from my other arm. The doctor prescribed antibiotics, and I reminded her that she had previously refused to prescribe them without a blood test. She replied that the previous antibiotic was to be given intravenously. I wondered how a 9-month-old baby could be given intravenous antibiotics? When I mentioned the issue of the X-ray, she mentioned the presence of a few gases, knowing that the X-ray was not done completely. This led to my dissatisfaction with the doctor’s lack of accurate diagnosis, her prescription of an antibiotic for my daughter, and her failure to refund me the cost of the X-ray since it was not done completely.\n\n[Arabic]:\n تم حضوري للطوارئ بتاريخ 10-09-2022 بسبب ارتفاع درجة حرارة ابنتي التي تبلغ من العمر ٩ أشهر . استقبلتني الدكتورة و ذكرت بعد التشخيص ان الطفلة تعاني من التهاب اذن و حلق و انه يجب علينا عمل اشعة للبطن و تحليل دم. عندما سالت عن ضرورة اشعة البطن و تحليل الدم ذكرت ان الاشعة من اجل التاكد من عدم وجود التهاب في البطن علما بان الطفلة لا تعاني من اي ضرر في منطقة البطن وعمل التحليل للتاكد من وجود عدوى بكتيرية و في حال وجود عدوى بكتيرية ستصرف لنا المضاد. تم التوجهه الى قسم الاشعة ولم يتم عمل الا صورة واحدة لانزعاج الطفله وبعد ذلك ذهبت للطوارئ مرة اخرى من اجل تحليل الدم ولم يتم السحب لعدم وجود دم في المنطقة المراد السحب منها وتم رفضي لسحب الدم في اليد الاخرى ، تم صرف المضاد من قبل الطبيبة وذكرت لها ماقالته مسبقا بأنه رفضت صرف المضاد الا بعمل التحليل فتم الرد علي بان المضاد السابق كان سيعطى في الوريد وتسائلي في كيفية اعطاء طفلة بعمر 9 اشهر مضاد في الوريد ؟ وحينما ذكرت موضوع الاشعة ذكرت بوجود قليل من الغازات مع العلم بانه لم يتم عمل الاشعة كاملة ، مما ادى ذلك الى استيائي لعدم التشخيص من الطبيبة بشكل دقيق وصرف مضاد لابنتي وعدم اعادة مبلغ الاشعة لي حيث لم يتم عملها بشكل كامل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-13T21:00:00Z", "due_at": "2022-09-12T21:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-14T21:00:00Z", "second_reminder_sent_at": "2022-09-16T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-13T21:00:00Z", "explanation_received_at": "2022-09-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30184466, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-09-14 00:00:00", "closed": null, "received": "2022-09-11 00:02:00", "resolved": "2022-09-26 00:00:00", "escalated": null, "first_reminder": "2022-09-15 00:00:00" }, "imported_at": "2026-04-13T21:56:05.837615", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0096", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 96 } } }, { "model": "complaints.complaint", "pk": "70ff4a86-9170-458c-88dc-a803347b537e", "fields": { "created_at": "2023-04-12T11:22:00Z", "updated_at": "2026-04-13T18:57:28.955Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Hussam Aldeen Albeen Najab", "expected_result": "", "reference_number": "CMP-2023-04-1159", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "edc48ddb-fae5-4637-995e-add1b1fc288c", "title": "On April 12, 2023, I visited Dr. Hossam to request some tests, including pregnancy tests. However, the doctor refused not only the tests but did so in a very disrespectful manner, speaking loudly and scolding us. He could have kindly directed us to see another doctor if he did not wish to order the pregnancy test.", "description": "On April 12, 2023, I visited Dr. Hossam to request some tests, including pregnancy tests. However, the doctor refused not only the tests but did so in a very disrespectful manner, speaking loudly and scolding us. He could have kindly directed us to see another doctor if he did not wish to order the pregnancy test.\n\n[Arabic]:\nبتاريخ 12 ابريل 2023 تم زيارتي للطبيب حسام لطلب تحاليل من ضمنها تحاليل الحمل ورفض الدكتور وليس انزعاجنا من رفضه بل بالطريقه التي كان يتحدث فيها معنا ( صوت عالي وتوبيخ شديد ) بامكانه توجيهنا بلطف للدخول على طبيب اخر في حال عدم رغبته بكتابة تحليل الحمل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-12T21:00:00Z", "due_at": "2023-04-14T11:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-12T21:00:00Z", "explanation_received_at": "2023-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30059156, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-04-13 00:00:00", "closed": null, "received": "2023-04-12 14:22:00", "resolved": "2023-04-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.946970", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1159", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1159 } } }, { "model": "complaints.complaint", "pk": "7117245f-8f39-4a30-8292-dba727a88a09", "fields": { "created_at": "2024-10-31T15:13:00Z", "updated_at": "2026-04-13T19:00:39.985Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3104", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My spine specialist, Dr. Badiwi, prescribed physiotherapy sessions at this hospital because it has a more advanced department than others.\n\nI was already receiving physiotherapy at an external center, and when I started the sessions here, I was surprised to find that each session was only 20 minutes long and included only one device! They didn't even provide the ultrasound machine, even though it only lasts three minutes.\nWhen I asked for it, they told me I would have to pay for a second session", "description": "My spine specialist, Dr. Badiwi, prescribed physiotherapy sessions at this hospital because it has a more advanced department than others.\n\nI was already receiving physiotherapy at an external center, and when I started the sessions here, I was surprised to find that each session was only 20 minutes long and included only one device! They didn't even provide the ultrasound machine, even though it only lasts three minutes.\nWhen I asked for it, they told me I would have to pay for a second session! Meanwhile, sessions at external centers include 4-5 devices and last 45-50 minutes. I filed a complaint with the clinic administration, and an official from the physiotherapy department contacted me and told me I was right that 20 minutes wasn't enough, but that this was the hospital's policy! What is my fault if the hospital's policy is unfair and the session isn't sufficient? Isn't it my medical and therapeutic right to receive a proper and fair session?\n\n[Arabic]:\nوصف لي طبيب العمود الفقري دكتور بديوي جلسات علاج طبيعي في هذا المشفى كونه قسم متطور عن غيره ،\nمع العلم اني اخضع لجلسات علاج طبيعي في مركز خارجي ، ولما بدات الجلسات هنا تفاجأت ان الجلسة مدتها\nعشرون دقيقة فقط وتحتوي جهازا واحدا فقط! وحتى جهاز الالترا ساوند لم يضعوه لي مع ان مدته ثلاث دقائق\nفقط ، ولما طلبت منهم ذلك قالوا لي هكذا يصير عليك دفع ثمن جلسة ثانية! مع العلم ان الجلسة في المراكز\nالخارجية فيها 4-5 اجهزة ومدتها 45 - 50 دقيقة قدمت شكوى لادارة العيادات واتصل بي مسؤول من قسم العلاج\nالطبيعي واخبرني ان معي الحق بان 20 دقيقة لا تكفي ولكن هذه هي سياسة المشفى!!! ما ذنبي انا اذا كانت سياسة المشفى غير عادلة والجلسة ليست كافية؟ اليس من حقي الطبي و العلاجي ان احصل على جلسة نظامية وعادله .\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-30T21:00:00Z", "due_at": "2024-11-02T15:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-30T21:00:00Z", "explanation_received_at": "2024-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30348147, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-31 00:00:00", "closed": null, "received": "2024-10-31 18:13:00", "resolved": "2024-11-02 00:00:00", "escalated": null, "first_reminder": "2024-11-02 00:00:00" }, "imported_at": "2026-04-13T22:00:39.982232", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3104", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 3104 } } }, { "model": "complaints.complaint", "pk": "71186751-3812-42d6-a0fe-064e8b02a202", "fields": { "created_at": "2022-09-04T07:27:00Z", "updated_at": "2026-04-13T18:56:05.029Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ROLLA AHMED ", "expected_result": "", "reference_number": "CMP-2022-09-0061", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed medications that were not suitable for the child's age (5 days), as she prescribed a medication that is not given to children under 12 years old, and another medication was dispensed to treat the effects of teething, in addition to the mistreatment and lack of response to the questions we raised.", "description": "The doctor prescribed medications that were not suitable for the child's age (5 days), as she prescribed a medication that is not given to children under 12 years old, and another medication was dispensed to treat the effects of teething, in addition to the mistreatment and lack of response to the questions we raised.\n\n[Arabic]:\nتم وصف ادوية من قبل الدكتورة لا تناسب عمر الطفلة (٥ ايام)، حيث قامت بوصف دواء لا يعطى للاطفال دون سن ١٢ عام، وتم صرف دواء اخر لمعالجة اثر التسنين بالاضافه الى سوء المعامله وعدم الاستجابة على الاسئلة التي قمنا بطرحها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-04T21:00:00Z", "due_at": "2022-09-06T07:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-04T21:00:00Z", "explanation_received_at": "2022-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30218665, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2022-09-05 00:00:00", "closed": null, "received": "2022-09-04 10:27:00", "resolved": "2022-09-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.026589", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0061", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 61 } } }, { "model": "complaints.complaint", "pk": "71614096-d4a4-4542-903c-7f2c9d18fbe7", "fields": { "created_at": "2023-01-31T11:33:00Z", "updated_at": "2026-04-13T18:56:57.413Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0841", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A procedure was performed on November 27, 2022, and was approved by the insurance. However, the hospital informed me that the insurance did not approve the procedure and that I would have to pay approximately 5200 riyals.\n", "description": "A procedure was performed on November 27, 2022, and was approved by the insurance. However, the hospital informed me that the insurance did not approve the procedure and that I would have to pay approximately 5200 riyals.\n\n\n[Arabic]:\nتم عمل اجراء عملية بتاريخ 27 نوفمبر2022م وتم الموافقة عليھ من قبل التامين ولكن تم ابلاغي من قبل المسشتفى\nبعدم موافقة التامين على الاجراء ويجب دفع مبلغ مايقارب 5200 ريال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T11:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": "2023-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30236197, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 14:33:00", "resolved": "2023-02-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.408374", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0841", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 841 } } }, { "model": "complaints.complaint", "pk": "717281d6-8cea-4b50-9d2d-c23035c68187", "fields": { "created_at": "2024-12-17T19:34:00Z", "updated_at": "2026-04-13T19:01:01.350Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3382", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient came in with an emergency condition (dialysis and a foot wound) and his case was refused admission after the insurance refused until an amount was deposited into the account, according to his statement.", "description": "The patient came in with an emergency condition (dialysis and a foot wound) and his case was refused admission after the insurance refused until an amount was deposited into the account, according to his statement.\n\n[Arabic]:\nاتى المريض بحالة طارئة ( غسيل كلوي و جرح في القدم) وتم رفض استقبال حالته بعد رفض التأمين الى ان يتم ايداع مبلغ في الحساب حسب افادته .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-18T21:00:00Z", "due_at": "2024-12-19T19:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-18T21:00:00Z", "explanation_received_at": "2024-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285990, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Delay in admitting patient" }, "timeline": { "sent": "2024-12-19 00:00:00", "closed": null, "received": "2024-12-17 22:34:00", "resolved": "2024-12-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.347858", "satisfaction": "Neutral", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3382", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 3382 } } }, { "model": "complaints.complaint", "pk": "719f8e97-8f6a-49bf-8122-63a0c8ace017", "fields": { "created_at": "2023-04-10T21:43:00Z", "updated_at": "2026-04-13T18:57:28.888Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Huda Abdulkadir Ali Farah", "expected_result": "", "reference_number": "CMP-2023-04-1153", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6a447c23-1c29-4d4d-85ce-f3eca6000fd6", "title": "I had a surgery on April 2, 2023, and afterward, I experienced pain. When I requested pain relief from the doctor, she refused and replied, \"You don’t want to hurt after the surgery\" and \"You had the surgery; what else do you want?\" Additionally, her diagnosis was different from that of the consulting physician.", "description": "I had a surgery on April 2, 2023, and afterward, I experienced pain. When I requested pain relief from the doctor, she refused and replied, \"You don’t want to hurt after the surgery\" and \"You had the surgery; what else do you want?\" Additionally, her diagnosis was different from that of the consulting physician.\n\n[Arabic]:\nتم اجراء عملية بتاريخ 2 ابريل 2023 ، وكان هناك الم مابعد العملية وتم طلب مسكن من قبل الدكتوره رفضت واجابت ( لاتريدين الم من بعد عملية ) و ( سويتو العملية وش تبون بعد ) بالاضافة بان افادتها بالتشخيص مختلفه عن افادة الاستشارية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-10T21:00:00Z", "due_at": "2023-04-12T21:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-10T21:00:00Z", "explanation_received_at": "2023-04-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1713604, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-04-11 00:00:00", "closed": null, "received": "2023-04-11 00:43:00", "resolved": "2023-04-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.882171", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1153", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1153 } } }, { "model": "complaints.complaint", "pk": "71b40a1d-fcc1-4f85-984b-2fe31d2842e0", "fields": { "created_at": "2023-11-11T09:19:00Z", "updated_at": "2026-04-13T18:58:42.344Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1825", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports a general problem with the Nafis system and that requests were not being processed due to the malfunction.", "description": "The patient reports a general problem with the Nafis system and that requests were not being processed due to the malfunction.\n\n[Arabic]:\nالمريض يفيد بان يوجد مشكله عامه بنظام نفيس ولم يتم رفع الطلبات بسبب العطل\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T09:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-11-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 983901, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 12:19:00", "resolved": "2023-11-13 00:00:00", "escalated": null, "first_reminder": "2023-11-12 00:00:00" }, "imported_at": "2026-04-13T21:58:42.340455", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1825", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1825 } } }, { "model": "complaints.complaint", "pk": "71bfb8d8-f6c5-4f79-b5fa-172a8a3b3018", "fields": { "created_at": "2023-06-10T18:06:00Z", "updated_at": "2026-04-13T18:57:49.286Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2023-06-1340", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "We were admitted to the clinic on June 10, 2023, and the doctor requested an X-ray to be done. Upon returning to her after the procedure, she raised her voice and disrespected me in front of my wife and a staff member from the security office, saying, \"You are not the one to teach me my job.\" This behavior caused my dissatisfaction and led me to file a complaint.", "description": "We were admitted to the clinic on June 10, 2023, and the doctor requested an X-ray to be done. Upon returning to her after the procedure, she raised her voice and disrespected me in front of my wife and a staff member from the security office, saying, \"You are not the one to teach me my job.\" This behavior caused my dissatisfaction and led me to file a complaint.\n\n[Arabic]:\nتم دخولنا للعيادة بتاريخ 10/6/2023 وتم طلب اجراء اشعة من قبل الطبيبه ، وعند العودة لها بعد اجراءها للمريضه تم رفع صوتها والتقليل من احترامي امام زوجتي وموظف مكتب ( قوى الامن ) بقولها ( مو انت اللي تعلمني شغلي ) مما ادى الى استيائي ورفع شكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-12T21:00:00Z", "due_at": "2023-06-12T18:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-18T21:00:00Z", "second_reminder_sent_at": "2023-07-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30238127, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-06-13 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-10 21:06:00", "resolved": null, "escalated": null, "first_reminder": "2023-06-19 00:00:00" }, "imported_at": "2026-04-13T21:57:49.280161", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1340", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1340 } } }, { "model": "complaints.complaint", "pk": "71dea060-285c-4e28-a64b-084555f7f7db", "fields": { "created_at": "2025-12-08T12:13:00Z", "updated_at": "2026-04-13T19:03:24.232Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5436", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to bring to your attention that my 7-month-old child is currently in the ICU and has not\nbeen receiving the proper level of care from the nursing staff, I have also noticed a lack of cleanliness,\nparticularly with the bed linens, which are not being changed regularly, I kindly request that my child\nreceives proper attention, and that his treatment and medications are administered correctly and\n.effectively", "description": "I would like to bring to your attention that my 7-month-old child is currently in the ICU and has not\nbeen receiving the proper level of care from the nursing staff, I have also noticed a lack of cleanliness,\nparticularly with the bed linens, which are not being changed regularly, I kindly request that my child\nreceives proper attention, and that his treatment and medications are administered correctly and\n.effectively\n\n[Arabic]:\nأود لفت انتباهكم إلى أن طفلي البالغ من العمر سبعة أشهر موجود حاليًا في وحدة العناية المركزة، ولا يتلقى الرعاية المناسبة من طاقم التمريض. كما لاحظتُ نقصًا في النظافة، لا سيما فيما يتعلق بأغطية الأسرة التي لا يتم تغييرها بانتظام. أرجو منكم التكرم بتوفير الرعاية اللازمة لطفلي، وأن يتم إعطاؤه العلاج والأدوية بشكل صحيح وفعال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 157, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-10T12:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-08T12:13:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5436, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "71e5f6df-f3be-4dc1-a610-94a5e61b88e2", "fields": { "created_at": "2025-06-14T13:43:00Z", "updated_at": "2026-04-13T19:02:10.693Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-06-4299", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary informs that her daughter was diagnosed incorrectly.", "description": "The beneficiary informs that her daughter was diagnosed incorrectly.\n\n[Arabic]:\nتفيد المستفيده بانه تم تشخيص ابنتها تشخيص خاطئ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-16T13:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-14T13:43:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4299, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "71eb5d1e-2048-449a-813e-0bc3e68a248d", "fields": { "created_at": "2022-09-21T09:44:00Z", "updated_at": "2026-04-13T18:56:07.469Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0035", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient’s son was given reports that should only be given to those with the authority, such as the patient himself or his wife, and the treating physician was not consulted, even though he was aware of the patient’s condition. Note that the son only showed a copy of the family card, and he was given complete reports concerning the patient’s condition, which is a violation of the patient’s privacy, and the treating physician was not consulted, even though he was aware of the patient’s conditi", "description": "The patient’s son was given reports that should only be given to those with the authority, such as the patient himself or his wife, and the treating physician was not consulted, even though he was aware of the patient’s condition. Note that the son only showed a copy of the family card, and he was given complete reports concerning the patient’s condition, which is a violation of the patient’s privacy, and the treating physician was not consulted, even though he was aware of the patient’s condition.\n\n[Arabic]:\n تم التهاون واعطاء احد ابناء المريض تقارير لا يحق اعطائها الا لمن له الصلاحيه كالمريض نفسه او زوجته ولم يتم الرجوع للطبيب المعالج حيث انه على علم بحالة المريض , علما ان الابن لم يظهر سواء صورة من كرت العائله وتم اعطائه تقارير كامله تخص حالة المريض وذلك فيه انتهاك لخصوصية المريض ولم يتم الرجوع للطبيب المعالج حيث انه على علم بحالة المريض . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-30T21:00:00Z", "due_at": "2022-09-23T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-02T21:00:00Z", "second_reminder_sent_at": "2022-09-04T21:00:00Z", "escalated_at": "2022-10-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-08-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30028641, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.3.Confidentiality", "classification": "6.3.1.Breach of confidentiality" }, "timeline": { "sent": "2022-08-31 00:00:00", "closed": "2022-10-10 00:00:00", "received": "2022-09-21 12:44:00", "resolved": null, "escalated": "2022-10-02 00:00:00", "first_reminder": "2022-09-03 00:00:00" }, "imported_at": "2026-04-13T21:56:07.460202", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0035", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 35 } } }, { "model": "complaints.complaint", "pk": "71fa6341-23c0-4585-97fa-7a91d3c57cee", "fields": { "created_at": "2023-06-14T15:08:00Z", "updated_at": "2026-04-13T18:57:49.727Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ahmed Saad Abdelkarim", "expected_result": "", "reference_number": "CMP-2023-06-1352", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4f4408f4-664a-4c55-86bc-733402b20498", "title": "I attended on Sunday, June 11, 2023, due to abdominal pain, and laboratory tests were requested. The doctor communicated with me via WhatsApp, informing me that the test results indicated pregnancy. After two days, I experienced some symptoms again and visited another doctor, who informed me that there was no pregnancy at all and that the test I underwent was unrelated to pregnancy.", "description": "I attended on Sunday, June 11, 2023, due to abdominal pain, and laboratory tests were requested. The doctor communicated with me via WhatsApp, informing me that the test results indicated pregnancy. After two days, I experienced some symptoms again and visited another doctor, who informed me that there was no pregnancy at all and that the test I underwent was unrelated to pregnancy.\n\n[Arabic]:\nتم حضوري يوم الاحد بتاريخ 11/6/2023 بسبب الام في البطن وتم طلب تحاليل مخبريه وتم التواصل من قبل الطبيب عن طريق الواتساب وافادتي ان تبين وجود حمل بنتيجة التحليل ، وبعد يومين عاودتني بعض الاعراض وتم زيارتي لدكتور اخر وافادني ان لاوجود للحمل اساسا والتحليل الذي تم اجراءه لاعلاقه له بالحمل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-18T21:00:00Z", "due_at": "2023-06-16T15:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-01T21:00:00Z", "second_reminder_sent_at": "2023-07-16T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-18T21:00:00Z", "explanation_received_at": "2023-07-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30142058, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.2.Errors in lab results" }, "timeline": { "sent": "2023-06-19 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-14 18:08:00", "resolved": null, "escalated": null, "first_reminder": "2023-07-02 00:00:00" }, "imported_at": "2026-04-13T21:57:49.721708", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1352", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1352 } } }, { "model": "complaints.complaint", "pk": "723f0290-1947-40a0-9e7b-215dadb68da4", "fields": { "created_at": "2023-07-30T15:28:00Z", "updated_at": "2026-04-13T18:58:00.389Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. ABDELHAMID ALI ABDELHAMID SHAMA", "expected_result": "", "reference_number": "CMP-2023-07-1479", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "aded6e95-c2a4-4292-ad45-5106130d8a87", "title": "My father was admitted to the emergency room after falling in the street. The purpose of the visit was to check for internal bleeding or fractures resulting from the fall. This happened on Tuesday night/Wednesday morning at 2:00 AM. A CT scan of his head, chest, hands, and face was performed to ensure there were no fractures. During the scan, I was with my father in the room, helping him change his clothes due to the bruises he had sustained. I was watching the images the radiologist was taking ", "description": "My father was admitted to the emergency room after falling in the street. The purpose of the visit was to check for internal bleeding or fractures resulting from the fall. This happened on Tuesday night/Wednesday morning at 2:00 AM. A CT scan of his head, chest, hands, and face was performed to ensure there were no fractures. During the scan, I was with my father in the room, helping him change his clothes due to the bruises he had sustained. I was watching the images the radiologist was taking and noticed a rib fracture. After the scan, we returned to the emergency room and waited for about half an hour. Then, Dr. Abdul Hamid, who was in charge of the case, came and told us that everything was normal, that there were no fractures, and that it was just bruises and contusions from the fall. I took my father home the next day. The pain increased, and my father couldn't sleep. On Saturday, I consulted Dr. Abeer, a pulmonologist at the hospital, and we were surprised to find that the CT scan report indicated fractures in two ribs, the seventh and eighth. I informed Dr. Abeer, we were not informed by the emergency room doctor that there was a fracture. We only discovered later that, upon leaving the X-ray room, the doctor relied solely on the X-ray image. Unfortunately, he was unable to detect the fracture from the X-ray alone. The report was issued after the X-ray, which constitutes a serious medical error. The doctor's inability to interpret the X-ray image accurately and identify a rib fracture is evident. The report issued after the X-ray clearly stated a fracture, and even the prescription was different due to the fracture. Dr. Abeer prescribed medication to treat the fracture, and the prescription is documented.\n\n[Arabic]:\nتم دخول والدي الى طوارئ نتيجة اصابة والدي بوقوعه على الارض في الشارع وكان\nالغرض من الزيارة التشييك على الوالد اذا يوجد نزيف داخلي او كسر نتيجة سقوطه ع الارض وكان هذا الكلام يوم\nالثلاثاء ليلة الاربعاء الساعه الثانية صباحا وتم عمل اشعة مقطعية للراس والصدر واليدين والوجه لنتاكد من عدم\nوجود اي كسر وخلال عمل الاشعه كنت مع والدي في نفس الغرفة لاساعده في تغيير ملابسة نتيجة الكدمات اللتي\nاصابته وكنت انظر الى الصورة التي تاخذها مختصة الاشعة ولاحظت وجود كسر في الاضلع وعند الانتهاء رجعنا\nللطوارئ وانتظرنا حوالي نص ساعه ثم اتى الدكتور عبدالحميد المسؤول عن الحالة ليخبرنا ان الامور طبيعية ولا\nيوجد كسور وانه مجرد كدمات ورضوض نتيجة السقوط على الارض وعندها اخرجت الوالد الى البيت ثاني يوم\nالالم يزداد ولم يستطع الوالد النوم ثم قمت يوم السبت بمراجعة الدكتورة عبير استشارية الصدرية في\nالمستشفى لنتفاجئ ان تقرير الاشعة مكتوب يوجد كسر في ضلعين وهم السابع والثامن ..وقمت باخبار الدكتوره\nعبير انه لم يتم اخبارنا من قبل دكتور الطوارئ انه يوجد كسر واكتشفنا بعد ذلك انه انه عند خروجنا من الاشعه\nالدكتور اكتفى بصورة الاشعه وللاسف لم يكن عنده القدرة لاكتشاف الكسر من خلال صورة الاشعه علما ان\nالتقرير صدر بعد صورة الاشعه وهذا يعتبر خطأ طبي فادح ان الطبيب لا يستطيع ترجمة صورة الاشعة على ارض\nالواقع وتميييز الكسر في الاضلع وان تقرير الذي صدر من الاشعه مكتوب فيه انو يوجد كسر حتى الوصفة الطبية\nاختلفت لوجود كسر حيث ان الدكتوره عبير قامت بوصف ادوية لتعالج الكسر ومثبت لديكم الوصفة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-31T21:00:00Z", "due_at": "2023-08-01T15:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-31T21:00:00Z", "explanation_received_at": "2023-08-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-07T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2026625547, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2023-08-01 00:00:00", "closed": null, "received": "2023-07-30 18:28:00", "resolved": "2023-08-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.383519", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1479", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1479 } } }, { "model": "complaints.complaint", "pk": "72565a4f-e578-4aa1-a7b5-64336bdde9cc", "fields": { "created_at": "2023-08-15T06:55:00Z", "updated_at": "2026-04-13T18:58:09.543Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1523", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "call centre issue ", "description": "call centre issue \n\n[Arabic]:\nتم التواصل أكثر من 7مرات مع السنترال لافادتي بتوفر تطعيم الحصبة لعمر ال9شهور وتم افادتي مره بتوفرها\nومرتين بتوفرها بأيام السبت والثلاثاء وعند طلب التحويل للدكتور تم افادتي بعدم تواصل المرضى مع الدكتور\nوعند تحويلي إلى عيادة التطعيم لا يتم الرد لحين انقطاع الخط", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T06:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1208101475, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.2.Delay in patient transfer" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": "2023-09-03 00:00:00", "received": "2023-08-15 09:55:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.540973", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1523", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1523 } } }, { "model": "complaints.complaint", "pk": "7283b22c-74ea-4cf9-8734-e9e002abbc27", "fields": { "created_at": "2025-03-13T17:39:00Z", "updated_at": "2026-04-13T19:01:35.745Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3896", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave was denied by the hospital because the doctor is a part time.", "description": "The leave was denied by the hospital because the doctor is a part time.\n\n[Arabic]:\nتم رفض إصدار الإجازة من قبل المستشفى لأن الطبيب زائر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-15T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-13T17:39:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3896, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "728fb1c7-4bc7-4c3a-adc3-8e60f0d55ba7", "fields": { "created_at": "2025-03-22T08:07:00Z", "updated_at": "2026-04-13T19:01:36.700Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3928", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was transferred from a government hospital to a private one, and after his discharge, a financial claim was sent to him, despite the Ministry of Health covering his case.", "description": "The patient was transferred from a government hospital to a private one, and after his discharge, a financial claim was sent to him, despite the Ministry of Health covering his case.\n\n[Arabic]:\nتم تحويل الراجع من مستشفى حكومي الى خاص وبعد خروجه تم ارسال مطالية مالية اليه رغم تغطية وزارة الصحة لحالته ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-24T08:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-22T08:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3928, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "729abc9d-3a9b-4a95-9159-00cecec73ba0", "fields": { "created_at": "2023-12-14T08:01:00Z", "updated_at": "2026-04-13T18:58:54.280Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1945", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The accompanying person's permit has not yet been issued.", "description": "The accompanying person's permit has not yet been issued.\n\n[Arabic]:\nلم يتم اصدار اجازة المرافق حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-13T21:00:00Z", "due_at": "2023-12-16T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-13T21:00:00Z", "explanation_received_at": "2023-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30206698, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-14 00:00:00", "closed": null, "received": "2023-12-14 11:01:00", "resolved": "2023-12-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.274252", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1945", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1945 } } }, { "model": "complaints.complaint", "pk": "72a97aa1-96ad-42b9-8b7b-db9376ed7285", "fields": { "created_at": "2023-09-04T06:17:00Z", "updated_at": "2026-04-13T18:58:18.526Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2023-09-1578", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": " The prescription was not available at the pharmacy.", "description": " The prescription was not available at the pharmacy.\n\n[Arabic]:\n لم يتم توفير الوصفه لدى الصيدليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-05T21:00:00Z", "due_at": "2023-09-06T06:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-05T21:00:00Z", "explanation_received_at": "2023-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30164371, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-09-06 00:00:00", "closed": " ", "received": "2023-09-04 09:17:00", "resolved": "2023-09-06 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.518125", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1578", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1578 } } }, { "model": "complaints.complaint", "pk": "72ac5a58-66b3-4158-812a-e0caeebde413", "fields": { "created_at": "2024-10-08T09:11:00Z", "updated_at": "2026-04-13T19:00:37.759Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3007", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the hospital on August 29th for an internal HSG (hysterosalpingogram). During the procedure, an error occurred in injecting the dye more than once, and the procedure was repeated 3 times at the same time. This led to pain and muscle spasms, which resulted in unclear X-ray results and rendered them useless now. Note that I submitted a complaint via barcode on September 1st, but there was no response. As compensation for the psychological and physical pain caused by the procedure, I requ", "description": "I visited the hospital on August 29th for an internal HSG (hysterosalpingogram). During the procedure, an error occurred in injecting the dye more than once, and the procedure was repeated 3 times at the same time. This led to pain and muscle spasms, which resulted in unclear X-ray results and rendered them useless now. Note that I submitted a complaint via barcode on September 1st, but there was no response. As compensation for the psychological and physical pain caused by the procedure, I request a refund for the X-ray so I can have it done at another hospital.\n\n[Arabic]:\nكنت في زياره للمستشفى في تاريخ 29 اغسطس لعمل اشعة داخلية (HSG) واثناء الاجراء حدث خطأ في حقن الصبغة اكثر من مرة وتم تكرار الاجراء 3 مرات في نفس الوقت مما ادى الى حدوث الم و تشنج عضلي لدي ادى الى عدم وضوح نتيجة الاشعة وعدم فائدتها الان, علماً اني وجهت شكوى عبر الباركود بتاريخ 1 سبتمبر ولم يكن هناك تجاوب تعويضا عن الالم النفسي والجسدي الحاصل من الاجراء اطلب استرجاع مبلغ الأشعة لعملها في مستشفى اخر ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-11T21:00:00Z", "due_at": "2024-10-10T09:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-12T21:00:00Z", "second_reminder_sent_at": "2024-10-13T21:00:00Z", "escalated_at": "2024-10-13T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-11T21:00:00Z", "explanation_received_at": "2025-02-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342954, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-12 00:00:00", "closed": null, "received": "2024-10-08 12:11:00", "resolved": null, "escalated": "2024-10-14 00:00:00", "first_reminder": "2024-10-13 00:00:00" }, "imported_at": "2026-04-13T22:00:37.754779", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3007", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3007 } } }, { "model": "complaints.complaint", "pk": "730936d4-1d3e-4003-ac90-388214dd8633", "fields": { "created_at": "2025-10-01T09:18:00Z", "updated_at": "2026-04-13T19:02:59.418Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "IKRAM RABEH", "expected_result": "", "reference_number": "CMP-2025-10-4985", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that she experienced an unsatisfactory attitude during her visit with Dr. Ikram.", "description": "The patient reported that she experienced an unsatisfactory attitude during her visit with Dr. Ikram.\n\n[Arabic]:\nتفيد المريضه بانها واجهت اسلوب غير مرضي اثناء زيارتها للطبيبه اكرام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-03T09:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-01T09:18:00Z", "explanation_received_at": "2025-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4985, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "730aa050-5f2d-4b15-9932-e11340c623d3", "fields": { "created_at": "2024-02-01T07:51:00Z", "updated_at": "2026-04-13T18:59:17.601Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ABDULRAHMAN ABBAS MOHAMMED ALMUTAWAKEL", "expected_result": "", "reference_number": "CMP-2024-02-2155", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "06f1e4ed-b0ab-4952-b358-f5781f207764", "title": "I was 5 minutes late for my appointment, which was at 8:50. When I went to the clinic, I was told that the doctor had left, and I tried to contact him afterward, but there was no response.", "description": "I was 5 minutes late for my appointment, which was at 8:50. When I went to the clinic, I was told that the doctor had left, and I tried to contact him afterward, but there was no response.\n\n[Arabic]:\nتم التأخر ع موعدي لمدة 5 دقائق علما ان موعدي 8:50 وعند التوجه للعياده يتم ابلاغي بخروج الطبيب وتم التواصل معه بعد ذلك ولم يتم التجاوب .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 6, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-31T21:00:00Z", "due_at": "2024-02-03T07:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-31T21:00:00Z", "explanation_received_at": "2024-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30175276, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-02-01 00:00:00", "closed": null, "received": "2024-02-01 10:51:00", "resolved": "2024-02-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:17.590437", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2155", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الكلى", "main": "الطبي" }, "original_complaint_num": 2155 } } }, { "model": "complaints.complaint", "pk": "735787c1-11d0-4de5-aeee-1c1ba2b65d5a", "fields": { "created_at": "2025-05-28T08:20:00Z", "updated_at": "2026-04-13T19:02:00.831Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عبدالعزيز العمر", "expected_result": "", "reference_number": "CMP-2025-05-4228", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Greetings, I am submitting this complaint to you regarding my experience with Dr. Abdul Aziz Omar. I have been suffering from severe, persistent knee pain for more than eight months, which has significantly impacted my daily life. After much difficulty in obtaining a medical appointment, it took nearly a month until I was finally able to see a doctor. On my first visit, the doctor told me that the MRI was unclear and that I needed surgery. I made sure to bring a disc containing the image to ensu", "description": "Greetings, I am submitting this complaint to you regarding my experience with Dr. Abdul Aziz Omar. I have been suffering from severe, persistent knee pain for more than eight months, which has significantly impacted my daily life. After much difficulty in obtaining a medical appointment, it took nearly a month until I was finally able to see a doctor. On my first visit, the doctor told me that the MRI was unclear and that I needed surgery. I made sure to bring a disc containing the image to ensure an accurate diagnosis. However, upon my second visit, I was surprised that the doctor began speaking to me as if he was questioning my suffering, in an unacceptable manner, without offering a clear medical explanation or showing any concern for my condition. I waited for about two hours in the clinic before meeting him, but when he arrived, he entered the clinic without giving me a sufficient opportunity to explain my medical condition. He then left me and left the clinic while I was speaking, without showing any interest in what I was saying, which made me feel neglected and completely ignored.\n\n[Arabic]:\nتحية طيبة، أتقدم إليكم بهذه الشكوى بشأن تجربتي مع الدكتور عبد العزيز عمر أعاني من ألم شديد ومستمر في\nالركبة لأكثر من ثمانية أشهر، مما أثر بشكل كبير على حياتي اليومية، وبعد صعوبة كبيرة في الحصول على موعد\nطبي، استغرق الأمر ما يقارب شهراً حتى تمكنت من مراجعة الطبيب أخيرا.ً في زيارتي الأولى، أخبرني الطبيب أن\nصورة الرنين المغناطيسي غير واضحة وأنني بحاجة إلى عملية جراحية، لذا حرصت على إحضار قرص يحوي\nالصورة لضمان دقة التشخيص، ولكن عند مراجعتي الثانية فوجئت بأن الطبيب أصبح يتحدث معي وكأنه يشكك في معاناتي، بشكل غير مقبول، دون تقديم تفسير طبي واضح أو\nإبداء أي اهتمام بحالتي. انتظرت حوالي ساعتين في العيادة قبل مقابلته، لكن عندما وصل دخل العيادة ، ولم يمنحني فرصة كافية لشرح وضعي الصحي، ، ثم تركني\nوغادر العيادة أثناء كلامي وأنا أتحدث دون أي اهتمام بما كنت\nأقوله، مما جعلني أشعر بالإهمال والتجاهل التام. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-30T08:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-28T08:20:00Z", "explanation_received_at": "2025-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4228, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "737bc4f8-f2aa-4251-b98e-5e0fe9151e08", "fields": { "created_at": "2024-04-24T17:47:00Z", "updated_at": "2026-04-13T18:59:37.780Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad A. Aldosary", "expected_result": "", "reference_number": "CMP-2024-04-2400", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "I asked the nurse how many patients were ahead of me since I had been waiting for an hour and a half and my phone was about to die. The nurse pretended not to hear or talk. I then asked the doctor how many patients were ahead so I could charge my phone and come back. He spoke to me in an impolite manner, waving his hand and saying, \"Go on, go charge your phone, and when the door opens, come in.\" When I asked again how many cases were ahead of me, he responded the same way, mocking me in front of", "description": "I asked the nurse how many patients were ahead of me since I had been waiting for an hour and a half and my phone was about to die. The nurse pretended not to hear or talk. I then asked the doctor how many patients were ahead so I could charge my phone and come back. He spoke to me in an impolite manner, waving his hand and saying, \"Go on, go charge your phone, and when the door opens, come in.\" When I asked again how many cases were ahead of me, he responded the same way, mocking me in front of other patients, saying, \"Go on, go!\" Is this how a doctor behaves, embarrassing his patients? This was my first visit with him, and he was very dismissive.\n\n[Arabic]:\nقمت بسوال الممرضه كم امامي من مرضى لانني بالانتظار منذ ساعه ونصف وهاتفي بيطفي الممرضه تقوم بالتمثيل انها لا تسمع ولا تتكلم قمت بسوال الدكتور كم امامي لكي اشحن جوالي وارجع قام بالتحدث معي باسلوب\nغير مهذب وهو يشير بيده ويقول يلا روحي روحي اشحني جوالك واذا انفتح الباب ادخلي وعاودت السوال كم\nامامي من حالة وقام بنفس الاسلوب باستهزاء امام مرضى اخريين روحي روحي ؟؟؟؟؟؟ هل هذا اسلوب دكتور\nيقوم باحراج مرضاه ه من اول زياره لي معه وهو يقوم بالاستهزاء كثيرا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-30T21:00:00Z", "due_at": "2024-04-26T17:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-30T21:00:00Z", "second_reminder_sent_at": "2024-05-01T21:00:00Z", "escalated_at": "2024-05-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30095494, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-05-01 00:00:00", "closed": null, "received": "2024-04-24 20:47:00", "resolved": null, "escalated": "2024-05-05 00:00:00", "first_reminder": "2024-05-01 00:00:00" }, "imported_at": "2026-04-13T21:59:37.771049", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2400", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 2400 } } }, { "model": "complaints.complaint", "pk": "737cd764-48cf-4d86-b883-2d257e2c7cbd", "fields": { "created_at": "2024-10-24T11:06:00Z", "updated_at": "2026-04-13T19:00:39.284Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3079", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital refused to transfer me to another hospital, failed to complete the treatment plan, and demanded payment for treatment or discharge.", "description": "The hospital refused to transfer me to another hospital, failed to complete the treatment plan, and demanded payment for treatment or discharge.\n\n[Arabic]:\nرفض المستشفى بالتحويل لمستشفى اخر وعدم استكمال الخطة العلاجية وطلب تكاليف العلاج او الخروج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-23T21:00:00Z", "due_at": "2024-10-26T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-23T21:00:00Z", "explanation_received_at": "2024-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30130322, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-24 00:00:00", "closed": null, "received": "2024-10-24 14:06:00", "resolved": "2024-10-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:39.277389", "satisfaction": "Neutral", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3079", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الخدمة الإجتماعية", "main": "الإداري" }, "original_complaint_num": 3079 } } }, { "model": "complaints.complaint", "pk": "738cd060-2bd4-4422-a0db-249d6639da9a", "fields": { "created_at": "2024-05-09T13:07:00Z", "updated_at": "2026-04-13T18:59:46.870Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Saleh Alabdan", "expected_result": "", "reference_number": "CMP-2024-05-2449", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "42d1fb63-a031-43d2-8bcc-097ea92aaf16", "staff": "de9d7585-e333-485f-b60a-ba4836af26c8", "title": "The weapon inspection report has not been submitted on the platform yet.\n", "description": "The weapon inspection report has not been submitted on the platform yet.\n\n\n[Arabic]:\nلم يتم رفع فحص السلاح على المنصه حتى الان", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-08T21:00:00Z", "due_at": "2024-05-11T13:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-08T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30326978, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-05-09 00:00:00", "closed": null, "received": "2024-05-09 16:07:00", "resolved": "2024-05-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:46.863804", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2449", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2449 } } }, { "model": "complaints.complaint", "pk": "738db4cb-693a-460d-a378-cbea9ba1e3b3", "fields": { "created_at": "2024-11-27T18:10:00Z", "updated_at": "2026-04-13T19:00:51.414Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3244", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor appointment scheduling. I told the employee I wanted an appointment and mentioned the doctor's name and the procedure (a root canal treatment lasting approximately one hour). After arriving and paying for the procedure, I learned from the doctor that he could not perform the procedure because a regular 15-minute appointment had been booked, which caused me to waste my time, and I got a refund for the procedure.", "description": "Poor appointment scheduling. I told the employee I wanted an appointment and mentioned the doctor's name and the procedure (a root canal treatment lasting approximately one hour). After arriving and paying for the procedure, I learned from the doctor that he could not perform the procedure because a regular 15-minute appointment had been booked, which caused me to waste my time, and I got a refund for the procedure.\n\n[Arabic]:\nتحديد مواعيد سيء قلت للموظفه اريد موعد وذكرت اسم الدكتور والاجراء ( علاج عصب مدته تقريبا ساعة) وبعد الحضور والدفع للاجراء عرفت من الطبيب انه لن يستطيع عمل الاجراء لان تم حجز موعد عادي مدته 15 د مما سبب اضاعة وقتي واسترجعت مبلغ الاجراء .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-27T21:00:00Z", "due_at": "2024-11-29T18:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-30T21:00:00Z", "second_reminder_sent_at": "2024-11-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-27T21:00:00Z", "explanation_received_at": "2024-11-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30348910, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-11-28 00:00:00", "closed": null, "received": "2024-11-27 21:10:00", "resolved": "2024-12-02 00:00:00", "escalated": null, "first_reminder": "2024-12-01 00:00:00" }, "imported_at": "2026-04-13T22:00:51.403023", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3244", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 3244 } } }, { "model": "complaints.complaint", "pk": "73bdd187-ac57-481e-91d0-6bae84b12445", "fields": { "created_at": "2024-07-16T13:35:00Z", "updated_at": "2026-04-13T19:00:06.938Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2707", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The requested service (eye surgery) was approved by the insurance company, and according to the beneficiary's document, there is no deductible. The beneficiary was obligated to pay 1000 to access the service provider.", "description": "The requested service (eye surgery) was approved by the insurance company, and according to the beneficiary's document, there is no deductible. The beneficiary was obligated to pay 1000 to access the service provider.\n\n[Arabic]:\nتمت الموافقة على الخدمة المطلوبة (عملية بالعين) من شركة التأمين و بحسب وثيقة المستفيد لا يوجد نسبة تحمل , تم إلزام المستفيد بدفع 1000 للدخول لمقدم الخدمة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T13:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 928119, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 16:35:00", "resolved": "2024-07-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.929663", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2707", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "مكتب التنويم", "main": "الإداري" }, "original_complaint_num": 2707 } } }, { "model": "complaints.complaint", "pk": "73bdfe7d-3705-46a2-9812-1e337d68195b", "fields": { "created_at": "2025-03-12T13:53:00Z", "updated_at": "2026-04-13T19:01:35.589Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Cynthia", "expected_result": "", "reference_number": "CMP-2025-03-3884", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient is complaining about the delay caused by the employee, who directed him to another employee and then left.", "description": "The patient is complaining about the delay caused by the employee, who directed him to another employee and then left.\n\n[Arabic]:\nيشتكي المراجع من تاخير الموظفة بعمل الاجراء له بتوجيهه لموظفة اخرى ومغادرتها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-14T13:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-12T13:53:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3884, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "742b7ef2-c26c-4488-89bf-36c1f9f5deb2", "fields": { "created_at": "2025-05-22T13:28:00Z", "updated_at": "2026-04-13T19:02:00.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عبدالحميد علي ", "expected_result": "", "reference_number": "CMP-2025-05-4205", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was an error in writing the report, as I was present in the emergency department due to a work injury, but the report stated that the injury occurred at home.", "description": "There was an error in writing the report, as I was present in the emergency department due to a work injury, but the report stated that the injury occurred at home.\n\n[Arabic]:\nقصور بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-24T13:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-22T13:28:00Z", "explanation_received_at": "2025-05-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4205, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "746633a1-d1db-4182-a186-96670226d02a", "fields": { "created_at": "2023-11-15T15:12:00Z", "updated_at": "2026-04-13T18:58:43.744Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2023-11-1854", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient and his companion came to the clinic and were mistreated by the doctor. The patient's companion stated that the patient had hyperactivity and asked the doctor in an inappropriate manner to put down his mobile phone and raise his voice.", "description": "The patient and his companion came to the clinic and were mistreated by the doctor. The patient's companion stated that the patient had hyperactivity and asked the doctor in an inappropriate manner to put down his mobile phone and raise his voice.\n\n[Arabic]:\nحضر المريض والمرافق للعيادة وتم تلقي سوء معامله من قبل الطبيب ويفيد مرافق المريض بان المريض كان لديه فرط حركه وتم الطلب من الطبيب بااسلوب غير لائق بترك الجوال ورفع الصوت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-19T21:00:00Z", "due_at": "2023-11-17T15:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-19T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300016, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-20 00:00:00", "closed": null, "received": "2023-11-15 18:12:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": "2023-11-20 00:00:00" }, "imported_at": "2026-04-13T21:58:43.739786", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1854", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1854 } } }, { "model": "complaints.complaint", "pk": "746b6860-94ed-4f0b-8d8a-bf6fff339aae", "fields": { "created_at": "2024-09-01T15:43:00Z", "updated_at": "2026-04-13T19:00:26.825Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. ESRAA AHMED RAMADAN MOHAMED", "expected_result": "", "reference_number": "CMP-2024-09-2858", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "1d8c9751-188f-4480-a0d2-64a949374dde", "title": "I contacted the clinic to book an appointment, and during the call, I inquired about the circumcision procedure. I was told it was done with a ring or gauze. It should be noted that I had contacted them before the appointment and received the same information again. Upon arriving at the clinic, it became clear that neither the ring nor the gauze were available.", "description": "I contacted the clinic to book an appointment, and during the call, I inquired about the circumcision procedure. I was told it was done with a ring or gauze. It should be noted that I had contacted them before the appointment and received the same information again. Upon arriving at the clinic, it became clear that neither the ring nor the gauze were available.\n\n[Arabic]:\nتم التواصل لحجز موعد وخلال الاتصال طلبت استفسار عن الية الختان ويتم الرد عليه بانه حلقة او شاش , علما انه تم التواصل قبل الدخول على الموعد وتم الافادة مره اخرى بما تم الافاده سابقا وعند القدوم اللعياده اتضح عدم وجود الحلقه والشاش", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-01T21:00:00Z", "due_at": "2024-09-03T15:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-01T21:00:00Z", "explanation_received_at": "2024-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20379875, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.1.Equipment failure/malfunction" }, "timeline": { "sent": "2024-09-02 00:00:00", "closed": null, "received": "2024-09-01 18:43:00", "resolved": "2024-10-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:26.817206", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2858", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 2858 } } }, { "model": "complaints.complaint", "pk": "74c974eb-5b4a-449c-b096-f0844ce07f6f", "fields": { "created_at": "2025-05-13T17:08:00Z", "updated_at": "2026-04-13T19:01:58.821Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض النساء و الولادة ", "expected_result": "", "reference_number": "CMP-2025-05-4158", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Poor treatment ", "description": "\"Poor treatment \n\n[Arabic]:\n تعامل سيء وعدم تجاوب معي ، والضحك ورفعة الصوت واستهانه بوالد الطفل ورفع الصوت وعدم المباالاة وعدم\nفتح الكاميرا التلفزيون من الساعه ٥ الى ٨", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-15T17:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-13T17:08:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4158, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "74d4930a-1eb7-4a99-965b-b8d55da082ad", "fields": { "created_at": "2022-12-25T11:45:00Z", "updated_at": "2026-04-13T18:56:45.809Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0715", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was not given sick leave.", "description": "I was not given sick leave.\n\n[Arabic]:\nلم يتم اعطائي اجازة مرضيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-24T21:00:00Z", "due_at": "2022-12-27T11:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-24T21:00:00Z", "explanation_received_at": "2022-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30241624, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-12-25 00:00:00", "closed": null, "received": "2022-12-25 14:45:00", "resolved": "2022-12-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.806779", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0715", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 715 } } }, { "model": "complaints.complaint", "pk": "74eda04d-0c97-4f90-afa4-35fc453c8b01", "fields": { "created_at": "2023-11-09T13:00:00Z", "updated_at": "2026-04-13T18:58:42.212Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12055-SAMEH SAEED ABDELFATTAH ", "expected_result": "", "reference_number": "CMP-2023-11-1823", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The coordination at the hospital is extremely poor. My father, who was scheduled for surgery on Sunday morning, November 5th, with Dr. Emad Bukhari at the hospital, was not properly coordinated with his team. 1. Although Dr. Emad requested that the surgery be scheduled for October 23rd, Dr. Sameh Abdel Fattah only submitted the request on October 29th when my father visited him for a check-up. Even with this delay, Dr. Sameh did not give my father an admission appointment card or any instruction", "description": "The coordination at the hospital is extremely poor. My father, who was scheduled for surgery on Sunday morning, November 5th, with Dr. Emad Bukhari at the hospital, was not properly coordinated with his team. 1. Although Dr. Emad requested that the surgery be scheduled for October 23rd, Dr. Sameh Abdel Fattah only submitted the request on October 29th when my father visited him for a check-up. Even with this delay, Dr. Sameh did not give my father an admission appointment card or any instructions for the next steps, such as visiting the anesthesia department or contacting the hospital to arrange his admission on the day of the surgery. He was taken to the room without any explanation or clarification. At 10:15 AM, a doctor entered the room randomly and spoke to my father about an endoscopy, which was incorrect. From 1:30 AM onwards, Dr. Sameh Abdel Fattah did not visit my father, even though he was in the department at 9:30 AM to sign paperwork. At the very least, a personal apology is due to my father. The number of errors, poor coordination, and lack of communication with the patient or the necessary explanations have severely affected my father's mental state.\n\n[Arabic]:\nالتنسيق في المستشفى جدا سيئ. الوالد، المفترض عنده عملية صباح الاحد ٥ نوفمبر مع الدكتور عماد بخاري بالمستشفى لم يتم التنسيق مع فريقه\nبطريقة صحيحة. .١ مع ان الدكتور عماد طلب تحديد العملية من يوم ٢٣ اكتوبر، الدكتور سامح عبدالفتاح ما رفع طلب العملية الا يوم ٢٩ اكتوبر لما زاره الوالد للمراجعة. حتى مع التأخير دكتور سامح ما اعطى الوالد اي كرت موعد للتنويم او اي تعليمات للخطوات التالية كلزوم زيارة قسم التخدير او التواصل مع المستشفى لترتيبات الاستقبال يوم العملية. . تم دخول الغرفة، من دون شرح او وتوضيح . الساعة ١٠:١٥ صباحا دخل دكتور عشوائيا الغرفة يكلم الوالد عن عملية منظار وهذه غير صحيح . من الساعة ١:٣٠ الصباح، الدكتور سامح عبد الفتاح ما زار الوالد مع انه كان في القسم الساعة ٩:٣٠ صباحا لتوقيع اوراق. . اقل شي مطلوب اعتذار شخصي للوالد. و كمية الاخطاء و سوء التنسيق وعدم التواصل مع المريض او الشرح المطلوب اثرت جدا على نفسية الوالد بشكل سيئ جدا\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-08T21:00:00Z", "due_at": "2023-11-11T13:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-11T21:00:00Z", "second_reminder_sent_at": "2023-11-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-08T21:00:00Z", "explanation_received_at": "2023-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296512, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-09 00:00:00", "closed": null, "received": "2023-11-09 16:00:00", "resolved": "2023-12-06 00:00:00", "escalated": null, "first_reminder": "2023-11-12 00:00:00" }, "imported_at": "2026-04-13T21:58:42.208918", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1823", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 1823 } } }, { "model": "complaints.complaint", "pk": "74fe3499-082d-40f2-b5ea-4c41279a522d", "fields": { "created_at": "2024-03-21T18:59:00Z", "updated_at": "2026-04-13T18:59:27.578Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2309", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in delivering the medical report.", "description": "Delay in delivering the medical report.\n\n[Arabic]:\nتاخير بتسليم التقرير الطبي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-20T21:00:00Z", "due_at": "2024-03-23T18:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-20T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231323, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-03-21 00:00:00", "closed": null, "received": "2024-03-21 21:59:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.569073", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2309", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2309 } } }, { "model": "complaints.complaint", "pk": "75121dd5-37e6-40d1-99ce-8dee4c35298f", "fields": { "created_at": "2025-12-24T11:12:00Z", "updated_at": "2026-04-13T19:03:25.220Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5516", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughters, Karma and Sophia, have been hospitalized for five days with a severe viral infection (influenza B). Late this evening, at 11:00 PM, the hospital informed us that our insurance company had not approved coverage for tonight's stay and asked us to leave after midnight, even though both girls still have high fevers and their condition is unstable.\n\nWhen we inquired why we weren't informed during the day, they stated it was due to an employee error and that the employee would be held ac", "description": "My daughters, Karma and Sophia, have been hospitalized for five days with a severe viral infection (influenza B). Late this evening, at 11:00 PM, the hospital informed us that our insurance company had not approved coverage for tonight's stay and asked us to leave after midnight, even though both girls still have high fevers and their condition is unstable.\n\nWhen we inquired why we weren't informed during the day, they stated it was due to an employee error and that the employee would be held accountable. However, they clarified that if we stayed tonight, we would be required to pay for it in the morning.\n\nWe contacted the insurance company, and they informed us that the hospital has not yet submitted the required medical reports for approval.\n\n[Arabic]:\nالطفلتان كارما وصوفيا منومتان في المستشفى منذ خمسة أيام بسبب عدوى فيروسية شديدة (إنفلونزا ب). في وقت متأخر من مساء اليوم، عند الساعة الحادية عشرة ليلًا، أبلغنا المستشفى بأن شركة التأمين لم توافق على تغطية المبيت لهذه الليلة، وطالبونا بالخروج بعد منتصف الليل، رغم أن حرارة الطفلتين لا تزال مرتفعة وحالتهما الصحية غير مستقرة.\n\nوعند سؤالنا عن سبب عدم إبلاغنا خلال ساعات النهار، أفادوا بأن ذلك كان نتيجة خطأ من أحد الموظفين وسيتم محاسبته، إلا أنهم أوضحوا أنه في حال بقائنا هذه الليلة فسيتم مطالبتنا بدفع تكاليفها صباحًا.\n\nعلمًا بأننا تواصلنا مع شركة التعاونية، وأفادونا بأن المستشفى لم يقدّم حتى الآن التقارير الطبية المطلوبة للحصول على الموافقة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-26T11:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-24T11:12:00Z", "explanation_received_at": "2025-12-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5516, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "752f6883-c9d0-4c0a-a903-ba4a07120d61", "fields": { "created_at": "2023-06-26T17:26:00Z", "updated_at": "2026-04-13T18:57:50.667Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1391", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the emergency department in a state of labor via the Red Crescent, but I was refused admission and directed to go to Sind Hospital.", "description": "I arrived at the emergency department in a state of labor via the Red Crescent, but I was refused admission and directed to go to Sind Hospital.\n\n[Arabic]:\nتم حضوري الطوارى بحالة ولادة عن طريق الهلال الاحمر ورفض استقبالي بالتوجهه لمستشفى سند ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-28T17:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": "2023-06-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-06-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1100674009, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": null, "received": "2023-06-26 20:26:00", "resolved": "2023-06-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.662085", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1391", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1391 } } }, { "model": "complaints.complaint", "pk": "753fa956-d6e6-452e-a476-c56170f58a7b", "fields": { "created_at": "2025-04-14T09:23:00Z", "updated_at": "2026-04-13T19:01:47.336Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " تمريض تنويم النساء والولادة", "expected_result": "", "reference_number": "CMP-2025-04-4010", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of cooperation from the nurses in the Women and Maternity Inpatient Department.", "description": "Lack of cooperation from the nurses in the Women and Maternity Inpatient Department.\n\n[Arabic]:\nعدم التعاون من قبل الممرضات في قسم تنويم النساء و الولاده", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-16T09:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-14T09:23:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4010, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "756271f2-f05e-44c8-95ab-9324d12ddb88", "fields": { "created_at": "2025-02-11T14:00:00Z", "updated_at": "2026-04-13T19:01:24.884Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3711", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تم شرحها مسبقاَ شكوى داخليه ", "description": "تم شرحها مسبقاَ شكوى داخليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-13T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-11T14:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3711, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "759cd536-0182-4587-8156-64f87e462b6f", "fields": { "created_at": "2024-12-14T11:28:00Z", "updated_at": "2026-04-13T19:01:00.987Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAAD FAISAL ALSAATI", "expected_result": "", "reference_number": "CMP-2024-12-3351", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was at 8:50 and I was told that the doctor was not there when I arrived, although I was later informed that the doctor's clinic ends at 9:25. I inquired with the reception about the reason for the doctor's absence and they stated that they did not know about it.", "description": "My appointment was at 8:50 and I was told that the doctor was not there when I arrived, although I was later informed that the doctor's clinic ends at 9:25. I inquired with the reception about the reason for the doctor's absence and they stated that they did not know about it.\n\n[Arabic]:\nموعدي الساعه 8:50 وتم اخباري بعدم وجود الطبيب وقت حضوري علما انه تم ابلاغي لاحقا ان عيادة الطبيب تنتهي الساعه 9:25 تم الاستفسار من قبل الاستقبال عن سبب عدم تواجد الطبيب وتمت الافاده بعدم علمهم بذلك .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-13T21:00:00Z", "due_at": "2024-12-16T11:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-14T21:00:00Z", "second_reminder_sent_at": "2024-12-15T21:00:00Z", "escalated_at": "2024-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30354899, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-14 00:00:00", "closed": null, "received": "2024-12-14 14:28:00", "resolved": null, "escalated": "2024-12-17 00:00:00", "first_reminder": "2024-12-15 00:00:00" }, "imported_at": "2026-04-13T22:01:00.983807", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3351", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 3351 } } }, { "model": "complaints.complaint", "pk": "75cf3a15-873b-46d1-bfb7-2d1aa6270951", "fields": { "created_at": "2025-06-15T11:38:00Z", "updated_at": "2026-04-13T19:02:10.894Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.سليمان الحفظي ", "expected_result": "", "reference_number": "CMP-2025-06-4307", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I experienced mistreatment by the staff member Aisha Ayaf, and was subsequently dismissed by the doctor. Additionally, I was given the wrong medication, which resulted in negative health effects. The visit was also marked by an excessive waiting time of over four hours", "description": "I experienced mistreatment by the staff member Aisha Ayaf, and was subsequently dismissed by the doctor. Additionally, I was given the wrong medication, which resulted in negative health effects. The visit was also marked by an excessive waiting time of over four hours\n\n[Arabic]:\n سوء المعاملة من قبل الموظفة عائشة عياف، وطرد المشتكية من قبل الطبيب، بالإضافة إلى صرف دواء خاطئ أدى إلى آثار صحية سلبية، مع تأخير طويل في الانتظار تجاوز 4 ساعات.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-17T11:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-15T11:38:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4307, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "762f7058-b951-4f0e-9ec8-6e738e582870", "fields": { "created_at": "2022-10-15T17:31:00Z", "updated_at": "2026-04-13T18:56:18.922Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2022-10-0396", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.", "description": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.\n\n[Arabic]:\nتم تشخيص طفلي بعد الولاده بوجود كسر في عظمة الترقوه وتم عمل اشعه تؤكد ذلك ولم يتم توضيح وقت واسباب حصول ذلك .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-17T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226880, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-15 20:31:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.912439", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0396", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 396 } } }, { "model": "complaints.complaint", "pk": "764ae3b8-0263-490c-81fd-3659bcaf0f7a", "fields": { "created_at": "2022-08-31T10:13:00Z", "updated_at": "2026-04-13T18:55:57.423Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. HAGIR ASIM HUSSEIN", "expected_result": "", "reference_number": "CMP-2022-08-0043", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": "On 8/23/2022, I went to Dr. Hajar and brought with me the results of tests. The doctor said that I had a urinary tract infection and prescribed antibiotics for me, knowing that I am pregnant. A culture was requested, and after I returned for the results, I was told that I did not have a urinary tract infection, which led to my dissatisfaction with being given antibiotics before confirming the results.", "description": "On 8/23/2022, I went to Dr. Hajar and brought with me the results of tests. The doctor said that I had a urinary tract infection and prescribed antibiotics for me, knowing that I am pregnant. A culture was requested, and after I returned for the results, I was told that I did not have a urinary tract infection, which led to my dissatisfaction with being given antibiotics before confirming the results.\n\n[Arabic]:\nتم حضوري بتاريخ 23\\8\\2022 إلى الدكتوره هاجر وتم إحضار معي نتائج تحاليل وإفادت الدكتوره بأني أعاني من التهاب بول وتم صرف لي مضاد حيوي مع العلم باني حامل وتم طلب اجراء مزرعه وبعد عودتي للنتائج تم إخباري بأني لا أعاني من التهاب البول من ما ادى إلى استيائي باعطائي المضاد قبل التأكد من النتائج .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-31T21:00:00Z", "due_at": "2022-09-02T10:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-31T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30046059, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-09-01 00:00:00", "closed": null, "received": "2022-08-31 13:13:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": "2022-09-03 00:00:00" }, "imported_at": "2026-04-13T21:55:57.412204", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0043", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 43 } } }, { "model": "complaints.complaint", "pk": "76541b6c-8ec6-44a2-9172-631311f17e8f", "fields": { "created_at": "2025-07-19T18:00:00Z", "updated_at": "2026-04-13T19:02:24.268Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال الاسنان ", "expected_result": "", "reference_number": "CMP-2025-07-4484", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The reviewer states that a consultation fee is being charged for follow-up sessions.", "description": "\"The reviewer states that a consultation fee is being charged for follow-up sessions.\n\n[Arabic]:\nيفيد المراجع انه يتم اخذ مبلغ الكشفيه لجلسات المتابعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-21T18:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-19T18:00:00Z", "explanation_received_at": "2025-07-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4484, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "7654abcf-45f1-4a2f-88bc-c73100a63adb", "fields": { "created_at": "2025-02-02T11:11:00Z", "updated_at": "2026-04-13T19:01:23.329Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3644", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife underwent a cesarean section at your hospital, and while she was in the recovery room under\nthe effect of anesthesia, parts of her body were exposed in the presence of male visitors\naccompanying other patients near the automatic door of the department. This is unacceptable in\nyour hospital, as patient privacy is a top priority. Therefore, what happened is considered negligence\n.by the staff on duty", "description": "My wife underwent a cesarean section at your hospital, and while she was in the recovery room under\nthe effect of anesthesia, parts of her body were exposed in the presence of male visitors\naccompanying other patients near the automatic door of the department. This is unacceptable in\nyour hospital, as patient privacy is a top priority. Therefore, what happened is considered negligence\n.by the staff on duty\n\n[Arabic]:\nظهور جزء من جسم المريضه اثناء الافاقه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-04T11:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-02T11:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3644, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "76775ee1-88fc-4b6a-9ec8-4b12a6bb00bd", "fields": { "created_at": "2024-11-06T08:14:00Z", "updated_at": "2026-04-13T19:00:48.780Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3123", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the receptionist that the insurance does not cover Al Hammadi Hospital, even though I have insurance coverage at Al Hammadi Hospital.", "description": "I was informed by the receptionist that the insurance does not cover Al Hammadi Hospital, even though I have insurance coverage at Al Hammadi Hospital.\n\n[Arabic]:\nتم ابلاغي من قبل موظف الاستقبال ان التامين لا يغطي بمستشفي الحمادي مع العلم ان يوجد لدي تغطية تامينية في مستشفى الحمادي .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-05T21:00:00Z", "due_at": "2024-11-08T08:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-05T21:00:00Z", "explanation_received_at": "2024-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2557736416, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-11-06 00:00:00", "closed": null, "received": "2024-11-06 11:14:00", "resolved": "2024-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.777920", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3123", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3123 } } }, { "model": "complaints.complaint", "pk": "768069a0-9659-4931-a529-5669bcdcf733", "fields": { "created_at": "2025-07-20T12:07:00Z", "updated_at": "2026-04-13T19:02:24.518Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور هاني ", "expected_result": "", "reference_number": "CMP-2025-07-4493", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The review indicates that Dr. Hani did not provide the dental service properly, which resulted in damage to the tooth.\"\n\n", "description": "\"The review indicates that Dr. Hani did not provide the dental service properly, which resulted in damage to the tooth.\"\n\n\n\n[Arabic]:\nتفيد المراجعه بان الدكتور هاني لم يقم بتقديم خدمة الاسنان بشكل جيد مما ادى الى تلف السن ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-22T12:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-20T12:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4493, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "76833aa9-b165-46f4-bdd9-5e1261701f8f", "fields": { "created_at": "2024-11-21T11:41:00Z", "updated_at": "2026-04-13T19:00:50.150Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3198", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee's behavior was completely unacceptable. She said, \"Your insurance is not covered,\" and hung up abruptly. This was unprofessional. From the beginning of the call, she didn't introduce herself or her department, and this continued until the end. Please review the call and listen to the employee's tone and how she hung up. I urge you to take the necessary action and provide an update.", "description": "The employee's behavior was completely unacceptable. She said, \"Your insurance is not covered,\" and hung up abruptly. This was unprofessional. From the beginning of the call, she didn't introduce herself or her department, and this continued until the end. Please review the call and listen to the employee's tone and how she hung up. I urge you to take the necessary action and provide an update.\n\n[Arabic]:\n اسلوب الموظفة عير مقبول بالمرة القت بكلمه ( تأمينك غير مغطي ) و اغلقت الخط فجأه اسلوب غير مهني \nمن بداية المكالمة بعدم تعريف بنفسها وقسمها حتى نهايتها الرجاء الرجوع للمكالمة و سماع طريقة الموظفة و اغلاق الخط .. وارجو اتخاذ الاجراءات اللازمة والافادة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-20T21:00:00Z", "due_at": "2024-11-23T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-22T21:00:00Z", "second_reminder_sent_at": "2024-11-22T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-20T21:00:00Z", "explanation_received_at": "2024-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": "2024-11-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 546668093, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-21 00:00:00", "closed": "2024-11-24 00:00:00", "received": "2024-11-21 14:41:00", "resolved": null, "escalated": null, "first_reminder": "2024-11-23 00:00:00" }, "imported_at": "2026-04-13T22:00:50.148013", "satisfaction": "Closed", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3198", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3198 } } }, { "model": "complaints.complaint", "pk": "76b6d6a9-8de4-4ace-a0c7-764c59259812", "fields": { "created_at": "2024-03-11T17:51:00Z", "updated_at": "2026-04-13T18:59:26.599Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2276", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came before and went to the doctor and paid the consultation fee, and two days later I changed my insurance and was informed that I could not go in until I paid the consultation fee, even though 14 days had not passed according to the system.", "description": "I came before and went to the doctor and paid the consultation fee, and two days later I changed my insurance and was informed that I could not go in until I paid the consultation fee, even though 14 days had not passed according to the system.\n\n[Arabic]:\nحضرت سابقا وودخلت على الطبيب ودفعت الكشفيه وبعد يومين غيرت التأمين وتم افادتي بعدم الدخول الا بعد دفع الكشفية علما انه لم يمر 14 يوم حسب النظام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-11T21:00:00Z", "due_at": "2024-03-13T17:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-11T21:00:00Z", "explanation_received_at": "2024-03-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118925, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-03-12 00:00:00", "closed": null, "received": "2024-03-11 20:51:00", "resolved": "2024-03-15 00:00:00", "escalated": null, "first_reminder": "2024-03-12 00:00:00" }, "imported_at": "2026-04-13T21:59:26.589014", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2276", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2276 } } }, { "model": "complaints.complaint", "pk": "76bd69b3-6c9d-4108-b524-cef954f68115", "fields": { "created_at": "2025-11-04T07:03:00Z", "updated_at": "2026-04-13T19:03:12.518Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5218", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency department and most of the doctors were not there (in a room chatting)?", "description": "I went to the emergency department and most of the doctors were not there (in a room chatting)?\n\n[Arabic]:\nتم حضوري لقسم الطوارى واغلب الاطباء غير موجودين في (غرفه يسولفون)؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-06T07:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-04T07:03:00Z", "explanation_received_at": "2025-11-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5218, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "76bf3d64-d6c7-4006-abf5-f24f7b50a265", "fields": { "created_at": "2025-05-18T17:08:00Z", "updated_at": "2026-04-13T19:01:59.576Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمد مطر ", "expected_result": "", "reference_number": "CMP-2025-05-4182", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was given a form by Dr. Mohammed Matar to sign, but it did not contain any information specifying the name of the procedure or its details, which constitutes clear negligence and a delay in taking the necessary medical actions.\n\nI was told that the surgery would be scheduled within five days, but no appointment was set, which led to a worsening of my health condition and the development of complications, including elevated pancreatic and gallbladder enzyme levels.\n\nAfter following up with them", "description": "I was given a form by Dr. Mohammed Matar to sign, but it did not contain any information specifying the name of the procedure or its details, which constitutes clear negligence and a delay in taking the necessary medical actions.\n\nI was told that the surgery would be scheduled within five days, but no appointment was set, which led to a worsening of my health condition and the development of complications, including elevated pancreatic and gallbladder enzyme levels.\n\nAfter following up with them, a surgery appointment was scheduled for this morning. However, upon my arrival, I was informed that the procedure could not be performed due to the continued elevation of the enzyme levels.\n\nDespite my condition, I was not given any painkillers or nutritional IV fluids, which added to my physical and psychological suffering.\n\n[Arabic]:\nاجراء عمليه دون التوضيح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-20T17:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-18T17:08:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4182, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "7718a722-ecb1-49e7-8f4b-6b880b52e583", "fields": { "created_at": "2024-03-16T10:00:00Z", "updated_at": "2026-04-13T18:59:26.969Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ELSAYED MOUSTAFA ELSAYED HELLA", "expected_result": "", "reference_number": "CMP-2024-03-2288", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "a776530f-10f1-428c-a4af-63057aa54dd5", "staff": "8948a5c4-a2a0-46d2-87e9-2a8d942149b5", "title": "would like to express our sincere gratitude for the great care my father has received, starting from the doctors in general to the hospital leadership. However, it is unfortunate that one individual would harm the reputation of this distinguished medical institution by dealing with patients’ relatives in a disrespectful manner. This occurred in the Intensive Care Unit by one of the doctors of Egyptian nationality (Sayed).\nWhen my father was brought to the room, I was surprised to find another pa", "description": "would like to express our sincere gratitude for the great care my father has received, starting from the doctors in general to the hospital leadership. However, it is unfortunate that one individual would harm the reputation of this distinguished medical institution by dealing with patients’ relatives in a disrespectful manner. This occurred in the Intensive Care Unit by one of the doctors of Egyptian nationality (Sayed).\nWhen my father was brought to the room, I was surprised to find another patient inside (may God heal him). When I asked about the presence of another patient in the room, considering that my father’s condition does not tolerate infection at all, he replied verbatim, “What exactly is the question?” in a manner that can only be described as lacking politeness and courtesy. I said, “Doctor, we would like him to be in a private room in consideration of his health condition,” and he replied verbatim, “Is the hospital mine?!”\nIt is very unfortunate that this was the first reception for the patient after coming out of surgery, along with the mistreatment of the patient’s companion without any justification. I am only documenting this so that it does not happen again to another patient’s family.\nNote: My father developed an infection after leaving the ICU. In my opinion, if he had been placed in a private room from the beginning, this could have been avoided.\nGreetings to all Al Hammadi staff, each and every one of them\n\n[Arabic]:\nاود التعبير عن بالغ شكرنا لما يجده الوالد من اهتمام بدءأً من الاطباء بشكل عام وصولاً لقيادات المستشفى إلا\nأنني اجد مما يدعو للأسف ان يسيء احدهم لسمعة هذا الصرح الطبي المتميز وذلك من خلال التعامل بطريقة\nتفتقد للاحترام مع أقارب المرضى وهذا ما حصل في العناية المركز من احد الاطباء من الجنسية المصرية (سيد)\nحيث وصل الوالد للغرفة وفوجئت بوجود مريض آخر بالداخل (شفاه االله) وحين سواله عن انه يوجد مريض\nبالداخل وحالة الوالد لا تحتمل العدوى اطلاقاً فقال بالنص( السؤال ايه بالزبط) بطريقة اقل ما توصف بانها تفتقد\nللباقة والتهذيب. فقلت يا دكتور نريد ان يكون في غرفة خاصة تقديراً لوضعه الصحي فرد بالنص( هي المستشفى\nبتاعتي) !!!!!! ومن المؤسف جداً ان يكون هذا اول استقبال للمريض بعد الخروج من عمليته وإساءة التعامل مع\nمرافق المريض دون اي داعي لكل ذلك ، أنا هنا لاسجل موقف لعدم تكرار ذلك لأقارب مريض آخر لا اكثر.\nملاحظة / الوالد لديه التهاب بعد خروجه من العناية في تقديري لو كان في غرفة خاصة منذ البداية كان بالامكان\nتلافي ذلك. تحية لمنسوبي الحمادي فرداً فردا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-17T21:00:00Z", "due_at": "2024-03-18T10:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-17T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285541, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-18 00:00:00", "closed": null, "received": "2024-03-16 13:00:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": "2024-03-19 00:00:00" }, "imported_at": "2026-04-13T21:59:26.963444", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2288", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 2288 } } }, { "model": "complaints.complaint", "pk": "771e0fb0-3abd-4061-99c4-098dda23e3e6", "fields": { "created_at": "2025-08-03T14:22:00Z", "updated_at": "2026-04-13T19:02:34.445Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " د.نشوى", "expected_result": "", "reference_number": "CMP-2025-08-4567", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I was informed that I had an appointment for a treadmill test. During the appointment, one of the staff members, a doctor named Nashwa, spoke in a high-pitched tone and in a manner incongruous with the way she interacted with patients.\n\nWhen I asked her if this was my first visit, she replied yes. However, she didn't give me the necessary instructions before using the device, simply saying, \"The speed will increase.\"\n\nWhile using the device, I almost fell due to my lack of familiarity with the ", "description": " I was informed that I had an appointment for a treadmill test. During the appointment, one of the staff members, a doctor named Nashwa, spoke in a high-pitched tone and in a manner incongruous with the way she interacted with patients.\n\nWhen I asked her if this was my first visit, she replied yes. However, she didn't give me the necessary instructions before using the device, simply saying, \"The speed will increase.\"\n\nWhile using the device, I almost fell due to my lack of familiarity with the treadmill, especially since she was aware that it was my first time.\n\n[Arabic]:\n ود أن أُبلغ بأن لديّ موعدًا لإجراء اختبار باستخدام جهاز قياس الجهد، وخلال الموعد كانت هناك إحدى الموظفات – طبيبة تُدعى \"نشوى\" – تتحدث بنبرة صوت مرتفعة وبأسلوب لا يتناسب مع طبيعة التعامل مع المراجعين.\nوعندما سألتُها عمّا إذا كانت هذه هي زيارتي الأولى، أجابت بنعم، وعلى الرغم من ذلك، لم تُقدِّم لي التعليمات اللازمة قبل البدء باستخدام الجهاز، بل اكتفت بالقول: \"السرعة ستزيد\".\nوأثناء استخدامي للجهاز، كدت أن أسقط بسبب عدم معرفتي الكافية بكيفية التعامل مع السيْر، خاصة وأنها كانت على علم بأنها المرة الأولى لي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-05T14:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-03T14:22:00Z", "explanation_received_at": "2025-08-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4567, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "771fb113-53d1-45b6-a64b-8bd5397c8cbb", "fields": { "created_at": "2025-09-04T08:55:00Z", "updated_at": "2026-04-13T19:02:46.523Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "18411-ABDULLAH MOHAMMED AHMED ALSHEHRI", "expected_result": "", "reference_number": "CMP-2025-09-4734", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reported that the doctor's approach was unprofessional, and a comprehensive report on her condition was not provided for submission to the insurance company.\"", "description": "\"The patient reported that the doctor's approach was unprofessional, and a comprehensive report on her condition was not provided for submission to the insurance company.\"\n\n[Arabic]:\nتفيد بان اسلوب الطبيب غير مهني ولم يكتب تقرير كامل عن الحاله لرفعه للتامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 194, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-06T08:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-04T08:55:00Z", "explanation_received_at": "2025-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4734, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "7784773b-5eef-4eab-8129-a5268484eb1b", "fields": { "created_at": "2023-11-27T12:20:00Z", "updated_at": "2026-04-13T18:58:45.093Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1894", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked and a message was sent with the appointment. Upon arrival, I was informed that Dr. Rania was not present that day and that there was an error in the booking. This was discovered after waiting for a long time, and I left the hospital. This had happened before.", "description": "An appointment was booked and a message was sent with the appointment. Upon arrival, I was informed that Dr. Rania was not present that day and that there was an error in the booking. This was discovered after waiting for a long time, and I left the hospital. This had happened before.\n\n[Arabic]:\nتم حجز موعد وتم ارسال رساله بالموعد وعند الحضور تم ابلاغي بعدم تواجد الطبيبه رانيا بهذا اليوم ويوجد هناك خطا بالحجز علما انه تم معرفة ذلك بعد الانتظار لمدة طويله وتم الخروج من المستشفى وعلما انه تم تكرار ذلك سابقا . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-26T21:00:00Z", "due_at": "2023-11-29T12:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-26T21:00:00Z", "explanation_received_at": "2023-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30197146, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-11-27 00:00:00", "closed": null, "received": "2023-11-27 15:20:00", "resolved": "2023-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.090801", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1894", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1894 } } }, { "model": "complaints.complaint", "pk": "7788b57f-c468-4b58-afd3-a2b1d5a8e534", "fields": { "created_at": "2025-07-20T11:26:00Z", "updated_at": "2026-04-13T19:02:24.577Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الخدمه الأجتماعيه ", "expected_result": "", "reference_number": "CMP-2025-07-4494", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient was not informed of the insurance approval or denial.\"", "description": "\"The patient was not informed of the insurance approval or denial.\"\n\n[Arabic]:\nعدم ابلاغ المريض بموافقة او رفض التأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-22T11:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-20T11:26:00Z", "explanation_received_at": "2025-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4494, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "77c1b25a-687c-48fe-a594-0d2e85338fc7", "fields": { "created_at": "2025-04-19T08:30:00Z", "updated_at": "2026-04-13T19:01:47.728Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المواعيد", "expected_result": "", "reference_number": "CMP-2025-04-4036", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"There is no reliability in the appointment scheduling. I book an appointment and then find out that the scheduled time is different, or appointments are booked and then canceled due to a change in the clinic’s schedule.\"", "description": "\"There is no reliability in the appointment scheduling. I book an appointment and then find out that the scheduled time is different, or appointments are booked and then canceled due to a change in the clinic’s schedule.\"\n\n[Arabic]:\nانزعاج المريض من حجز المواعيد والغاؤها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-21T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-19T08:30:00Z", "explanation_received_at": "2025-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4036, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "77eb6f6e-1689-4e9e-9ea3-0a7e05438c15", "fields": { "created_at": "2025-05-19T11:19:00Z", "updated_at": "2026-04-13T19:01:59.784Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " أطباء الطوارئ", "expected_result": "", "reference_number": "CMP-2025-05-4188", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-21T11:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-19T11:19:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4188, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "77f21ae1-d8af-40c1-bae3-54d1ce5a8baf", "fields": { "created_at": "2022-10-22T15:22:00Z", "updated_at": "2026-04-13T18:56:20.711Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULLAH ALAZZAM", "expected_result": "", "reference_number": "CMP-2022-10-0389", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We went to the hospital and at reception they informed us that the circumcision package costs 700, including consultation, analysis, and circumcision. I told them that I would pay for the package and forgo the analysis. The receptionist replied that this matter is up to the doctor. We went to the doctor and he said that the analysis would be done and then we would return to him after the analysis. I asked him to do the circumcision without the analysis and he refused. I asked him if it was possi", "description": "We went to the hospital and at reception they informed us that the circumcision package costs 700, including consultation, analysis, and circumcision. I told them that I would pay for the package and forgo the analysis. The receptionist replied that this matter is up to the doctor. We went to the doctor and he said that the analysis would be done and then we would return to him after the analysis. I asked him to do the circumcision without the analysis and he refused. I asked him if it was possible to cancel the package. The doctor told me that it was possible because we had not done any procedure. I was with Dr. Abdul Hamid and I told him that the matter would be discussed. We went to take the samples and the nurse was not competent and tried several times but could not take the analysis. She said that she would seek help from the pediatric intensive care staff and that it would take two hours. I canceled that and went to the director of clinics to get the money back, but he refused, knowing that I had not done any procedure.\n\n[Arabic]:\nحضرنا للمستشفى وفي الاستقبال ابلغونا ان بكج الختان بسعر 700 كشفية وتحليل وختان وذكرت لهم اني سوف ادفع قيمة البكج واستغني عن التحاليل وردت موظفة الاستقبال ان هذا الامر بيد الطبيب ذهبنا للطبيب وقال يتم عمل التحاليل ومن ثم الرجوع له بعد التحليل وطلبت منه عمل الختان بدون تحليل ورفض وقلت له هل بالامكان الغاء البكج تم اخباري من قبل الدكتور يمكن ذلك لاننا لم نقم باي اجراء وكنت عند الدكتور عبدالحميد وذكرت له سوف يتم مناقشة الامر وتم الذهاب لسحب العينات وكانت الممرضه غير متمكنه وحاولت عدة مرات ولم تستطيع ان تاخذ تحليل وذكرت انها سوف تستعين بطاقم العناية المركزه للاطفال ويستغرق ذلك ساعتين وتم الغاء ذلك من قبلي وتم الذهاب لمدير العيادات لاسترجاع المبلغ تم الرفض من قبله علما اني لم اقوم باي اجراء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-19T21:00:00Z", "due_at": "2022-10-24T15:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-19T21:00:00Z", "explanation_received_at": "2022-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30227949, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-20 00:00:00", "closed": null, "received": "2022-10-22 18:22:00", "resolved": "2022-10-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.703479", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0389", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 389 } } }, { "model": "complaints.complaint", "pk": "7802d256-bfae-4adb-890e-a528f9c98acd", "fields": { "created_at": "2024-12-01T17:11:00Z", "updated_at": "2026-04-13T19:00:59.642Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAWAN KHOJALY MOHAMED OSMAN ", "expected_result": "", "reference_number": "CMP-2024-12-3262", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room because of a sore throat and flu-like symptoms. Dr. Rawan Khouja examined me and diagnosed me with a virus. She offered me an intravenous painkiller injection, which I refused, requesting pills or syrup instead. She told me the following: - She refused this solution and also refused to give me sick leave despite diagnosing me with a virus (which requires intravenous painkillers). - She refused my request to call the person in charge or another doctor, telling me, \"Go", "description": "I went to the emergency room because of a sore throat and flu-like symptoms. Dr. Rawan Khouja examined me and diagnosed me with a virus. She offered me an intravenous painkiller injection, which I refused, requesting pills or syrup instead. She told me the following: - She refused this solution and also refused to give me sick leave despite diagnosing me with a virus (which requires intravenous painkillers). - She refused my request to call the person in charge or another doctor, telling me, \"Go and call him,\" even though I was in pain and she didn't consider my condition. After I went and searched for the manager, I asked him to see another doctor and get their opinion, but he refused, claiming my file was registered under this doctor's name. Please advise.\n\n[Arabic]:\nذهبت الى الطوارئ بسبب احتقان في الحنجرة و اعراض انفلونزا و كشفت علي الدكتورة روان خوجه و شخصتني\nبفايروس و اعطتني خيار ابرة مسكن في الوريد و انا رفضت و طلبت بديل حبوب او شراب و اخبرتني بالتالي : -\nبرفضها لهذا الحل و ايضا رفض اعطائي اجازة مرضية برغم تشخيصها لي انه فايرس ((يستدعي مسكن في الوريد))\n- رفضها طلبي باستدعاء الشخص المسؤول او طبيب بديل اخر و اخباري ( روحي انتي ناديه ) رغم اني اتالم و لم تراعي حالتي المرضية و بعد ذهابي انا و البحث عن المدير طلبت منه رؤية طبيب اخر والاخذ برايه و رفض هذا الطلب بحجة انه ملفي مسجل تحت اسم هذي الدكتورة ارجو الافادة..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-01T21:00:00Z", "due_at": "2024-12-03T17:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-01T21:00:00Z", "explanation_received_at": "2024-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-03T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255433, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Insensitive to patient needs" }, "timeline": { "sent": "2024-12-02 00:00:00", "closed": null, "received": "2024-12-01 20:11:00", "resolved": "2024-12-04 00:00:00", "escalated": null, "first_reminder": "2024-12-03 00:00:00" }, "imported_at": "2026-04-13T22:00:59.636236", "satisfaction": "No Response", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3262", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3262 } } }, { "model": "complaints.complaint", "pk": "78030344-96e3-4d88-8b6a-90cf9b85c4f7", "fields": { "created_at": "2024-01-08T08:48:00Z", "updated_at": "2026-04-13T18:59:06.428Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2057", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient's Name: My son, Abdullah Fadi Daboura – Insurance Policy No. (4832141362). I would like to inform you that on Friday, December 29, 2023, at 4:34 AM, I took my young son (9 years old) to Al-Hammadi Hospital – Al-Nuzha Branch, because he was complaining of fever, vomiting, and diarrhea. After conducting tests, they diagnosed him with a bacterial infection and gave me medication. However, in the evening, his condition worsened, so I returned to them again the same day at 9:00 PM. They condu", "description": "Patient's Name: My son, Abdullah Fadi Daboura – Insurance Policy No. (4832141362). I would like to inform you that on Friday, December 29, 2023, at 4:34 AM, I took my young son (9 years old) to Al-Hammadi Hospital – Al-Nuzha Branch, because he was complaining of fever, vomiting, and diarrhea. After conducting tests, they diagnosed him with a bacterial infection and gave me medication. However, in the evening, his condition worsened, so I returned to them again the same day at 9:00 PM. They conducted tests again and diagnosed him with appendicitis, requiring surgery. Up to this point, there is no problem. The problem is that they said the insurance company hadn't approved the request they sent for the surgery. I contacted the insurance company, and they said Al Hammadi Hospital hadn't sent anything for them to approve. I went to the hospital's emergency room manager, and he told me the problem was with Nafis. I contacted Nafis, and they said it wasn't their fault and they hadn't delayed anything. I went back to him, and he told me the problem was with the health insurance company. I contacted them, and they said it wasn't their fault that the insurance company had rejected their request. I told them to give me the request they had submitted for the surgery so I could send it to the insurance company. They agreed, but they didn't give me anything. Then the emergency room manager told me that if I wanted him admitted to surgery, I had to pay a 4500 riyal deposit. I paid it to save my son, but they left him in the emergency room until 10:00 AM. The emergency room manager said I could have the child admitted to surgery, but only if I signed a waiver agreeing to cover all the surgery fees. Then they moved him to a ward and left him there until 7:00 PM without taking any action. At that point, I was forced to take my son out of the hospital against medical advice. I took him directly to the Specialized Medical Hospital, where they reported that his appendicitis had started as a cold and was about to rupture. It's worth noting that they hadn't encountered any problems with insurance, health insurance, or Nafis, contrary to what Al-Hammadi Hospital claimed. The surgery was performed at the Specialized Hospital, and thank God, it was successful. Therefore, I request that you investigate this matter and hold those responsible accountable. I still don't understand why they didn't forward the request to the insurance company and why they asked me to pay these amounts and cover the surgery costs when my child has Category A health insurance. This behavior demonstrates negligence, irresponsibility, and a disregard for patients' lives, especially since the inflammation had reached an advanced stage and my son's life was in danger.\n\n[Arabic]:\nاسم المريض: ابني عبدالله فادي دبورة – وثيقة تأمين برقم حدود (4832141362)أفيدكم أنه بتاريخ 29-12-2023م الجمعة الساعة 04:34 صباحا راجعت مستشفى الحمادي– فرع النزهة بسبب شكوى طفلي الصغير (عمره 09 سنوات) يشتكي من حرارة وقيئ واسهال وبعد اجراء الفحوصات أفادو أنه التهاب بكتيري واعطوني العلاج ولكن في المساء زاد الوضع سوءا فرجعت لهم مرة اخرى نفس اليوم الساعة 09:00 مساء وأجرو له الفحوصات مرة اخري وأفادو أنه التهاب بالزائدة الدودية ويحتاج الى عملية جراحية – الى هنا لا توجد مشكلة – لكن المشكلة أنهم قالو أن شركة التأمين لم توافق على الطلب المرسل لهم لاجراء الجراحة فاتصلت على شركة التأمين قالو مستشفي الحمادي لم ترسل شئ لكي نوافق عليه راجعت مدير الطواري بالمستشفي قال لي المشكلة عند نفيس اتصلت بنفيس قالو ليس لنا دخل ولم نعطل شيء رجعت له قال لي المشكلة عند الضمان الصحي واتصلت بهم قالو ليس لنا دخل في رفض طلبهم من شركة التأمين قلت لهم أعطوني الطلب الذي رفعتموه لاجراء الجراحة لارسله لشركة التأمين كي يوافقو ولكنهم لم يعطوني شيء ثم قال لي مدير الطوارئ اذا تريد ادخاله العمليات ادفع مبلغ ضمان 4500 ريال فدفعت لانقاذ ابني ولكنهم تركوه بقسم الطوارئ الى الساعة 10:00 صباحا وأفاد مدير الطوارئ أنه بامكاني ادخال الطفل العمليات ولكن بشرط أن أوقع على اقرار بتحمل رسوم العملية بالكامل ثم حولوه لغرفة التنويم وتركوه الى الساعة 07:00 مساء دون اتخاذ اي اجراء وعندها اضطرت الي اخراج ابني من المستشفي على مسؤوليتي وتوجهت به مباشرة الي المستشفي التخصصي الطبي وأفادو أن الالتهاب بالزائدة الدودية بدء بمرحلة الرشح وعلى وشك الانفجار وللعلم أنه لم يقابلهم أي مشاكل مع التأمين أو الضمان الصحي أو نفيس كما زعمت مستشفى الحمادي - وتم اجراء العملية بالمستشفي التخصصي والحمد لله.لذا ارجو من سعادتكم التحقيق بالأمر ومعاقبة المقصرين فأنا لا أعلم حتى الأن لماذا لم يرسلو الطلب لشركة التأمين ولماذا طلبو مني دفع هذه المبالغ ودفع تكاليف العملية الجراحية والطفل لديه تأمين صحي فئة (A) حيث أن هذا التصرف فيه اهمال وعدم مسؤولية وتهاون بأرواح المرضى خاصة أن الالتهاب قد وصل الي مرحلة متقدمة وقد تعرضت حياة ابني للخطر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-07T21:00:00Z", "due_at": "2024-01-10T08:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-07T21:00:00Z", "explanation_received_at": "2024-01-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1457498, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-08 00:00:00", "closed": null, "received": "2024-01-08 11:48:00", "resolved": "2024-01-10 00:00:00", "escalated": null, "first_reminder": "2024-01-09 00:00:00" }, "imported_at": "2026-04-13T21:59:06.423133", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2057", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2057 } } }, { "model": "complaints.complaint", "pk": "780d8e9e-e432-460b-9686-4bb8047b869d", "fields": { "created_at": "2022-09-14T09:45:00Z", "updated_at": "2026-04-13T18:56:06.324Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0112", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient suffers from wounds in the lower region due to the lack of quick changing by the nursing staff. She is left for long hours to be changed and to attend to the patient's hygiene. The food menu was also chosen by the patient, as the patient does not eat (chicken, fish and eggs), and the same meals are brought continuously. There is no adequate care for the patient.", "description": "The patient suffers from wounds in the lower region due to the lack of quick changing by the nursing staff. She is left for long hours to be changed and to attend to the patient's hygiene. The food menu was also chosen by the patient, as the patient does not eat (chicken, fish and eggs), and the same meals are brought continuously. There is no adequate care for the patient.\n\n[Arabic]:\nالمريضه تعاني من جروج في المنطقة السفليه لعدم التغير السريع من قبل طاقم التمريض يتم تركها لساعات طويله لتغير والاهتمام بنظافة المريضه ، تم اختيار قائمة الطعام ايضا من قبل المريضه حيث ان المريضة لاتاكل (الدجاج، سمك والبيض) ويتم احضار نفس الوجبات باستمرار لا يوجد رعاية كافية للمريضه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-14T21:00:00Z", "due_at": "2022-09-16T09:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-14T21:00:00Z", "explanation_received_at": "2022-09-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220882, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional Support", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2022-09-15 00:00:00", "closed": null, "received": "2022-09-14 12:45:00", "resolved": "2022-09-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.320986", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0112", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 112 } } }, { "model": "complaints.complaint", "pk": "7812ce87-62b5-4011-afa0-71b79c2e3df2", "fields": { "created_at": "2023-01-31T08:30:00Z", "updated_at": "2026-04-13T18:56:57.283Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0817", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was transferred to the inpatient ward. After tests and examinations, the ward requested her discharge. I went to the emergency department and spoke with the on-duty manager, who informed me of the discharge. The police were called, and the discharge procedures were completed by the inpatient ward, as the case was not explained properly.\n", "description": "The child was transferred to the inpatient ward. After tests and examinations, the ward requested her discharge. I went to the emergency department and spoke with the on-duty manager, who informed me of the discharge. The police were called, and the discharge procedures were completed by the inpatient ward, as the case was not explained properly.\n\n\n[Arabic]:\nتم نقل الطفلھ لقسم التنوبم وبعد عمل تحاليل والفحوصات تم طلب الخروج من قبل قسم التنويم وتم التوججھ\nلقسم الطوارى والتحدث مع المدير المناوب للتعاون معي تم اخباري من قبلھ بالخروج وتم طلب الشرطھ واكمال\nاجراءات الخروج من قبل قسم التنويم حيث لم يتم شرح الحالھ كما يجب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-01-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30086592, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 11:30:00", "resolved": "2023-01-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.278693", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0817", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 817 } } }, { "model": "complaints.complaint", "pk": "78379e43-194c-40ff-9245-12c09054ffa9", "fields": { "created_at": "2025-04-20T13:12:00Z", "updated_at": "2026-04-13T19:01:47.978Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية", "expected_result": "", "reference_number": "CMP-2025-04-4047", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Financial claim", "description": "Financial claim\n\n[Arabic]:\nمطالبه ماليه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-22T13:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-20T13:12:00Z", "explanation_received_at": "2025-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4047, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "784024c7-4937-43a4-99fc-025065630e40", "fields": { "created_at": "2022-09-06T17:46:00Z", "updated_at": "2026-04-13T18:56:05.482Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0079", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the nurses did not care about the patent. and they did not give the patient the medicine on the time . also the inj given by the sitter not the nurse . the nurses did not wash and bath the patient .", "description": "the nurses did not care about the patent. and they did not give the patient the medicine on the time . also the inj given by the sitter not the nurse . the nurses did not wash and bath the patient .\n\n[Arabic]:\nلم تُبدِ الممرضات أي اهتمام بالمريض، ولم يُعطينه الدواء في الوقت المحدد، كما أن الحقنة أُعطيت من قِبل المرافق وليس الممرضة. ولم تُنظّف الممرضات المريض ولم يُحمّمنه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 161, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-05T21:00:00Z", "due_at": "2022-09-08T17:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-06T21:00:00Z", "second_reminder_sent_at": "2022-09-09T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-05T21:00:00Z", "explanation_received_at": "2022-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20085008, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-06 00:00:00", "closed": null, "received": "2022-09-06 20:46:00", "resolved": "2022-09-12 00:00:00", "escalated": null, "first_reminder": "2022-09-07 00:00:00" }, "imported_at": "2026-04-13T21:56:05.475285", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0079", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة طويلي الإقامة", "main": "التمريض" }, "original_complaint_num": 79 } } }, { "model": "complaints.complaint", "pk": "78431806-b0fd-4faf-bbf5-66afc0f0bb7a", "fields": { "created_at": "2025-08-31T13:06:00Z", "updated_at": "2026-04-13T19:02:37.625Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-08-4706", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's appointment was rescheduled from 2:30 to 3:10 by the department. However, the patient arrived at the new appointment time, but unfortunately, she was not seen.\n\nAs we were informed by the medical therapist, the appointment had not been rescheduled in the system.\n\nWe hope you will respect the patient's circumstances, especially her elderly status, and take this into consideration. This situation resulted in a loss of time and caused unjustified inconvenience, without any acceptable ", "description": "The patient's appointment was rescheduled from 2:30 to 3:10 by the department. However, the patient arrived at the new appointment time, but unfortunately, she was not seen.\n\nAs we were informed by the medical therapist, the appointment had not been rescheduled in the system.\n\nWe hope you will respect the patient's circumstances, especially her elderly status, and take this into consideration. This situation resulted in a loss of time and caused unjustified inconvenience, without any acceptable justification.\n\n[Arabic]:\nتم تعديل موعد المريضة من الساعة 2:30 إلى الساعة 3:10 من قبل القسم. ومع ذلك، حضرت المريضة في الموعد الجديد الذي تم تحديده، ولكن للأسف، لم يتم استقبالها.\n\nحسب ما تم إبلاغنا من قبل أخصائية العلاج الطبي، فإن الموعد لم يتم تعديله في النظام.\n\nنأمل منكم احترام ظروف المريضة، خاصةً كونها من كبار السن، وأخذ هذه الحالة بعين الاعتبار. ما ترتب على هذا الموقف من ضياع للوقت وتسبب في إزعاج غير مبرر، دون تقديم أي مبرر مقبول.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-02T13:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-31T13:06:00Z", "explanation_received_at": "2025-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4706, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "7870a48a-daae-4df4-921b-0298c0fbc46e", "fields": { "created_at": "2022-08-30T10:37:00Z", "updated_at": "2026-04-13T18:55:57.361Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. WAFI ALANAZI", "expected_result": "", "reference_number": "CMP-2022-08-0037", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked on 30/8/2022 at Dr. Wafi Al-Anzi’s clinic, where a request was submitted for insurance procedures before I entered the doctor’s office, and he examined me and explained the problem I was facing, which led to my dissatisfaction, the cancellation of the examination, and my departure.", "description": "An appointment was booked on 30/8/2022 at Dr. Wafi Al-Anzi’s clinic, where a request was submitted for insurance procedures before I entered the doctor’s office, and he examined me and explained the problem I was facing, which led to my dissatisfaction, the cancellation of the examination, and my departure.\n\n[Arabic]:\nتم حجز موعد بتاريخ 3082022 لدى عيادة الطبيب وافي العنزي ، حيث تم رفع طلب لاجراءات للتأمين قبل دخولي على الطبيب والكشف علي وشرح الاشكاليه التي اواجهها مما ادى الى استيائي والغاء الكشفيه ومغادرتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-30T21:00:00Z", "due_at": "2022-09-01T10:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-30T21:00:00Z", "explanation_received_at": "2022-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049056, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2022-08-31 00:00:00", "closed": null, "received": "2022-08-30 13:37:00", "resolved": "2022-09-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:57.358921", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0037", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 37 } } }, { "model": "complaints.complaint", "pk": "7877c492-deb3-40c6-a28b-3774c85e9f7b", "fields": { "created_at": "2022-10-25T08:34:00Z", "updated_at": "2026-04-13T18:56:21.210Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0457", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter was admitted to the emergency room on October 22, 2022, and a request was made to admit her. The request was sent to the insurance company, where additional information (test results) was requested. The required information was not provided by the approvals officer in the emergency department. I contacted the insurance company, and they informed me that what was attached to us was not required. The approvals officer did not respond to us until after several attempts to inform him of ", "description": "My daughter was admitted to the emergency room on October 22, 2022, and a request was made to admit her. The request was sent to the insurance company, where additional information (test results) was requested. The required information was not provided by the approvals officer in the emergency department. I contacted the insurance company, and they informed me that what was attached to us was not required. The approvals officer did not respond to us until after several attempts to inform him of this.\n\n[Arabic]:\nتم حضور ابنتي للطوارئ بتاريخ 22 اكتوبر 2022م وتم طلب تنوميها ، تم ارسال الطلب الى التأمين حيث تم طلب معلومات اضافيه ( نتائج التحاليل ) ولم يتم افادتهم بالمعلومات المطلوبة من قبل مسؤول الموافقات في قسم الطوارئ ، وتم تواصلي مع شركة التامين وابلاغي من قبلهم بان ماتم ارفاقه لنا ليس المطلوب ولم يستجب لنا موظف الموافقات الا بعد عدة محاولات من ابلاغه بذلك . 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", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-26T21:00:00Z", "due_at": "2023-06-29T10:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-26T21:00:00Z", "explanation_received_at": "2023-07-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20053834, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2023-06-27 00:00:00", "closed": null, "received": "2023-06-27 13:52:00", "resolved": "2023-07-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.726053", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1392", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1392 } } }, { "model": "complaints.complaint", "pk": "78bad42f-a3fd-46d1-bb04-fe9d7f526a83", "fields": { "created_at": "2023-10-28T14:08:00Z", "updated_at": "2026-04-13T18:58:32.696Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1768", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccinations have not added to the system", "description": "the vaccinations have not added to the system\n\n[Arabic]:\nلم تُضَف اللقاحات إلى النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-27T21:00:00Z", "due_at": "2023-10-30T14:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-27T21:00:00Z", "explanation_received_at": "2023-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209219, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "Medication &\nVaccination", "classification": "Vaccinations timing" }, "timeline": { "sent": "2023-10-28 00:00:00", "closed": null, "received": "2023-10-28 17:08:00", "resolved": "2023-10-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.688881", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1768", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1768 } } }, { "model": "complaints.complaint", "pk": "78bc4bbd-22ec-4a55-a2dd-4e2773d02b8c", "fields": { "created_at": "2024-02-05T09:26:00Z", "updated_at": "2026-04-13T18:59:17.796Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr AZZA JAFFAR BASHIR MOHAMED", "expected_result": "", "reference_number": "CMP-2024-02-2172", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "He refused to prescribe the medication under the insurance and directed the patient to an external pharmacy (Nahdi).", "description": "He refused to prescribe the medication under the insurance and directed the patient to an external pharmacy (Nahdi).\n\n[Arabic]:\nرفض كتابة الدواء على التامين وتوجيهه المريض الى صيدلية خارجية ( النهدي ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-04T21:00:00Z", "due_at": "2024-02-07T09:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-04T21:00:00Z", "explanation_received_at": "2024-02-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30212982, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-02-05 00:00:00", "closed": null, "received": "2024-02-05 12:26:00", "resolved": "2024-02-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:17.786514", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2172", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2172 } } }, { "model": "complaints.complaint", "pk": "78c4d1b3-f46e-4752-b11b-a06007731870", "fields": { "created_at": "2025-02-05T17:22:00Z", "updated_at": "2026-04-13T19:01:24.006Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اكرام رابح ", "expected_result": "", "reference_number": "CMP-2025-02-3670", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's behavior was unprofessional with the mother. The mother requested a test to be written, but when she returned to the lab on another day, she found out that it had not been written.", "description": "The doctor's behavior was unprofessional with the mother. The mother requested a test to be written, but when she returned to the lab on another day, she found out that it had not been written.\n\n[Arabic]:\nاسلوب الطبيبة كان غير مهني مع الأم وطلبت منها الأم كتابة تحليل وعندما عادت للمختبر يوم آخر تبين عدم كتابته ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T17:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-02-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T17:22:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3670, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "78e72d42-c706-4cfe-94b5-6146e14840b9", "fields": { "created_at": "2025-08-17T11:43:00Z", "updated_at": "2026-04-13T19:02:35.663Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادات التخدير ", "expected_result": "", "reference_number": "CMP-2025-08-4623", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in entering the appointment because the reception did not inform him that the doctor's office was over", "description": "Delay in entering the appointment because the reception did not inform him that the doctor's office was over\n\n[Arabic]:\nتاخير في الدخول على الموعد المحدد وذلك لان الاستقبال لم يخبره بانتهاء عيادة الطبيب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-19T11:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-17T11:43:00Z", "explanation_received_at": "2025-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4623, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "7923795e-cafb-4cb6-a91c-1f4e14ba3396", "fields": { "created_at": "2023-02-13T16:56:00Z", "updated_at": "2026-04-13T18:57:06.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0858", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no response and waiting for long time. There was a long delay by the nursing staff.", "description": "There is no response and waiting for long time. There was a long delay by the nursing staff.\n\n[Arabic]:\nلا يوجد رد، والانتظار طويل. كان هناك تأخير كبير من جانب طاقم التمريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-12T21:00:00Z", "due_at": "2023-02-15T16:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": "2023-02-14T21:00:00Z", "escalated_at": "2023-02-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-12T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30250181, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2023-02-13 00:00:00", "closed": null, "received": "2023-02-13 19:56:00", "resolved": null, "escalated": "2023-02-27 00:00:00", "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:06.555791", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0858", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم النساء والولادة", "main": "التمريض" }, "original_complaint_num": 858 } } }, { "model": "complaints.complaint", "pk": "794154aa-6e26-4c1b-9da5-72ae061e52e1", "fields": { "created_at": "2025-03-10T10:21:00Z", "updated_at": "2026-04-13T19:01:35.385Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.نهى ", "expected_result": "", "reference_number": "CMP-2025-03-3876", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He complains about the doctor's attitude, her ending the call, and her refusal to assist him.", "description": "He complains about the doctor's attitude, her ending the call, and her refusal to assist him.\n\n[Arabic]:\nيشتكي من اسلوب الطبيبة واقفالها المكالمه ورفضها افادته", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 42, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-12T10:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-10T10:21:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3876, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "795b783a-de84-4bfa-841f-72889449c5f9", "fields": { "created_at": "2025-10-27T17:27:00Z", "updated_at": "2026-04-13T19:03:03.607Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MOHAMMED SALMAN ALSHAKHAS", "expected_result": "", "reference_number": "CMP-2025-10-5165", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I arrived at the clinic, after paying the examination fees and seeing the doctor, the doctor stated that the necessary equipment was not available for the medical examination, explaining that the clinic had finished. This was unprofessional behavior, especially after deducting the examination fees without providing the requested service or providing me with appropriate guidance. I kindly ask you to take the necessary action against the doctor and ensure that such cases do not recur, in orde", "description": "When I arrived at the clinic, after paying the examination fees and seeing the doctor, the doctor stated that the necessary equipment was not available for the medical examination, explaining that the clinic had finished. This was unprofessional behavior, especially after deducting the examination fees without providing the requested service or providing me with appropriate guidance. I kindly ask you to take the necessary action against the doctor and ensure that such cases do not recur, in order to preserve the rights of patients and the quality of medical service.\n\n[Arabic]:\nعند حضوري إلى العيادة، وبعد سداد رسوم الكشف والدخول على الطبيب أفاد الطبيب بعدم توفر الأدوات اللازمة لإجراء الفحص الطبي، موضحًا أنها انتهت من العيادة وقد كان ذلك تصرفًا غير مهني خصوصًا بعد خصم رسوم الكشف دون تقديم الخدمة المطلوبة أو توجيهي بشكل مناسب لذلك، ارجوا منكم التكرم باتخاذ الإجراء اللازم بحق الطبيب ، وضمان عدم تكرار مثل هذه الحالات حفاظًا على حقوق المرضى وجودة الخدمة الطبية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-29T17:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-27T17:27:00Z", "explanation_received_at": "2025-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5165, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "79744535-1127-4249-8c1e-12714b118d64", "fields": { "created_at": "2024-09-21T09:18:00Z", "updated_at": "2026-04-13T19:00:28.655Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2938", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment with the doctor on Thursday at 5:30. I arrived on time, but the doctor wasn't in the clinic. I waited for about 10 minutes until he arrived. When he arrived, the doctor saw a patient before me, and then the nurse called my name. I went to her, and when I got there, she let another person in. I sat and waited, and after the patient left, the doctor immediately left his office. I asked the nurse why he left, and she said it was his break. I asked her how it was a break when I ", "description": "I had an appointment with the doctor on Thursday at 5:30. I arrived on time, but the doctor wasn't in the clinic. I waited for about 10 minutes until he arrived. When he arrived, the doctor saw a patient before me, and then the nurse called my name. I went to her, and when I got there, she let another person in. I sat and waited, and after the patient left, the doctor immediately left his office. I asked the nurse why he left, and she said it was his break. I asked her how it was a break when I had an appointment, but she didn't answer and went into her office. Then I went to reception, got my receipt back, and went to another doctor to avoid any argument. I request a response regarding this unprofessional handling of appointments and a review of the security camera footage if necessary.\n\n[Arabic]:\nكان لدي موعد مع الدكتور يوم الخميس الساعه ٠٥:٣٠ وحضرت على الموعد ولم يكن الطبيب في العياده انتظرت حتى حضر عيادته حوالي ١٠ دقايق، عند حضوره قام الطبيب باستلام مراجع قبلي ومن بعدها نادت الممرضى باسمي وذهبت لها عند ذهابي لها قامت بادخال شخص اخر جلست وانتظرت و بعد خروج المراجع خرج الدكتور فورا من عيادته سألت الممرضة عن سبب خروجه قال انه Break استراحه سألتها كيف استراحه وانا لدي موعد لم تجب بشي ودخلت عيادتها و عندها ذهبت للاستقبال قمت باسترجاع الفاتوره والدخول لطبيب اخر لتجنب اي جدل ارجوا الرد بسبب هذا التعامل الغير مهني في المواعيد والرجوع للكاميرات ان استدعى الامر ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-20T21:00:00Z", "due_at": "2024-09-23T09:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-20T21:00:00Z", "explanation_received_at": "2024-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-23T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1223071, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-09-21 00:00:00", "closed": null, "received": "2024-09-21 12:18:00", "resolved": "2024-09-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.650465", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2938", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2938 } } }, { "model": "complaints.complaint", "pk": "7977a827-653b-430c-9ce8-f9b5d6933670", "fields": { "created_at": "2025-05-01T06:17:00Z", "updated_at": "2026-04-13T19:01:57.362Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. محمد عوض ", "expected_result": "", "reference_number": "CMP-2025-05-4104", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the positional examinations, my wife was asked: 'Does your husband have multiple extramarital", "description": "During the positional examinations, my wife was asked: 'Does your husband have multiple extramarital\n\n[Arabic]:\nالفاظ غير مهنيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-03T06:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-01T06:17:00Z", "explanation_received_at": "2025-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4104, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "798e933c-1b0e-4210-8bbf-fccc75a1d844", "fields": { "created_at": "2026-04-13T19:03:01.765Z", "updated_at": "2026-04-13T19:03:01.791Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NIZAR BURHAN\nAHMED HAMDI", "expected_result": "", "reference_number": "CMP-2025-10-5092", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor for my daughter's birth dislocation, where he decided to perform surgery and claimed that Al-Hamadi Hospital does not offer nerve conduction studies. He referred me to another center, indicating there was no insurance. After contacting another center, I confirmed the service was available.\nI want to report the doctor for his unprofessional behavior, cancel my invoice, and request a refund. I feel he is seeking a commission at the expense of patient welfare.", "description": "I visited the doctor for my daughter's birth dislocation, where he decided to perform surgery and claimed that Al-Hamadi Hospital does not offer nerve conduction studies. He referred me to another center, indicating there was no insurance. After contacting another center, I confirmed the service was available.\nI want to report the doctor for his unprofessional behavior, cancel my invoice, and request a refund. I feel he is seeking a commission at the expense of patient welfare.\n\n[Arabic]:\nقمت بزيارة الطبيب لخلع ولادة لطفلتي، حيث قرر إجراء عملية وأخبرني بأن مستشفى الحمادي لا توفر خدمة تخطيط أعصاب اليد. عرض علي مركزًا آخر، مشيرًا إلى عدم وجود تأمين. بعد التواصل مع مركز آخر، تأكدت من توفر الخدمة هناك.\nأرغب في معاقبة الطبيب على تصرفاته غير المهنية، وإلغاء فاتورتي وإعادة المبلغ. أشعر أنه يسعى للحصول على عمولة على حساب صحة المرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 202, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2026-04-15T19:03:01.765Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": false, "explanation_requested_at": null, "explanation_received_at": "2025-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5092, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "79dd736b-f329-4880-83f7-1b8e04791f01", "fields": { "created_at": "2023-12-05T08:49:00Z", "updated_at": "2026-04-13T18:58:53.732Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1922", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "She has a leave of absence that has not yet been issued.", "description": "She has a leave of absence that has not yet been issued.\n\n[Arabic]:\nلديها اجازه لم تصدر حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-04T21:00:00Z", "due_at": "2023-12-07T08:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-04T21:00:00Z", "explanation_received_at": "2023-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30131116, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-05 00:00:00", "closed": null, "received": "2023-12-05 11:49:00", "resolved": "2023-12-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.726026", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1922", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1922 } } }, { "model": "complaints.complaint", "pk": "7a374d3f-8a44-46e4-aec5-f8a07b239eaf", "fields": { "created_at": "2025-05-19T16:04:00Z", "updated_at": "2026-04-13T19:01:59.945Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. مروى زكي ", "expected_result": "", "reference_number": "CMP-2025-05-4193", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the first appointment, but I was not given the full medication. Additionally, she was talking on her phone during the consultation, which compromised my privacy as a patient. She then asked me to come back the following day to review all the results, without scheduling an appointment. When I arrived, she was not on time, and after waiting, she asked me to return to the reception to open my file. When I expressed my dissatisfaction with the service provided by both her and the Indian n", "description": "I attended the first appointment, but I was not given the full medication. Additionally, she was talking on her phone during the consultation, which compromised my privacy as a patient. She then asked me to come back the following day to review all the results, without scheduling an appointment. When I arrived, she was not on time, and after waiting, she asked me to return to the reception to open my file. When I expressed my dissatisfaction with the service provided by both her and the Indian nurse, she misread my pregnancy test result and incorrectly informed me that I was pregnant, even though I am single. I was stunned at that moment, and then she said it was just a prank for fun.\n\n\n\n[Arabic]:\nتاخير بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-21T16:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-19T16:04:00Z", "explanation_received_at": "2025-05-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4193, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "7a78c817-6dd7-484e-8176-d56b7ab829e2", "fields": { "created_at": "2025-12-17T08:01:00Z", "updated_at": "2026-04-13T19:03:24.748Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.AHMED ADNAN TURKISTANI", "expected_result": "", "reference_number": "CMP-2025-12-5485", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "For two months, I've been seeing the dentist to finish my dental treatment. I started seeing him in October, and to date, the treatment is still not complete. Most of the appointments I attended were pointless. Furthermore, there's a clear lack of coordination, as I'm forced to follow up on my own to secure appointments. On today's appointment, the nurse gestured to me from the door without greeting me or calling my name. When I went to the administration to speak to the dentist, he stated that ", "description": "For two months, I've been seeing the dentist to finish my dental treatment. I started seeing him in October, and to date, the treatment is still not complete. Most of the appointments I attended were pointless. Furthermore, there's a clear lack of coordination, as I'm forced to follow up on my own to secure appointments. On today's appointment, the nurse gestured to me from the door without greeting me or calling my name. When I went to the administration to speak to the dentist, he stated that I was brought in today only to prove that the teeth are incorrect. He then denied that I was called in today to pick them up, claiming that I've been dissatisfied with them for a long time, even though this is the first time I've seen them. I was treated inappropriately and blatantly contradicted in front of the administration. Now, I demand my full rights and the completion of my dental treatment as soon as possible without any further delays, as the treatment period has extended from October until now without any convincing justification.\n\n[Arabic]:\nشهرين وأنا أراجع لدى الطبيب لإنهاء علاج أسناني، حيث بدأت معه منذ شهر أكتوبر وحتى تاريخه لم يتم الانتهاء من العلاج، وكانت معظم المواعيد التي حضرت فيها دون أي فائدة تُذكر، \nإضافة إلى ذلك، يوجد سوء تنسيق واضح، حيث أُجبر على المتابعة المستمرة بنفسي لتثبيت المواعيد، \nفي موعد اليوم ، قامت الممرضة بالإشارة لي من عند الباب دون إلقاء التحية أو مناداتي باسمي، وعند مراجعتي للإدارة لمخاطبة الطبيب، أفاد بأنه تم إحضاري اليوم فقط لإثبات أن الأسنان غير صحيحة، ثم أنكر أنه تم مناداتي اليوم لاستلامها، وذكر أنني غير راضية عنها منذ السابق، رغم أن هذه هي المرة الأولى التي أراها فيها، كما تمت معاملتي بأسلوب غير لائق، وتم تكذيبي بشكل صريح أمام الإدارة ، الان أطالب بحقي الكامل وإنهاء علاج أسناني في أسرع وقت ممكن دون أي تأخير إضافي، حيث إن فترة العلاج امتدت من شهر أكتوبر وحتى الآن دون مبرر مقنع", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-19T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-17T08:01:00Z", "explanation_received_at": "2025-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5485, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "7a886cf1-1ab8-41de-a30a-5476a6c84bda", "fields": { "created_at": "2025-05-11T09:32:00Z", "updated_at": "2026-04-13T19:01:58.385Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-05-4144", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A new consultation fee was paid within the specified 14-day follow-up period with the doctor.", "description": "A new consultation fee was paid within the specified 14-day follow-up period with the doctor.\n\n[Arabic]:\nتم دفع مبلغ كشفيه جديده في المده المحدده للمتابعه مع الطبيب 14 يوم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-13T09:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-11T09:32:00Z", "explanation_received_at": "2025-05-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4144, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "7a88c34c-c487-4d58-850f-ba72bb9a5ef2", "fields": { "created_at": "2024-08-31T13:57:00Z", "updated_at": "2026-04-13T19:00:18.504Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2850", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the dentist to have a tooth extracted, and after the procedure, it was discovered that there was a fracture at the end of the other tooth, which caused injuries inside the mouth.", "description": "I went to the dentist to have a tooth extracted, and after the procedure, it was discovered that there was a fracture at the end of the other tooth, which caused injuries inside the mouth.\n\n[Arabic]:\n تم الحضور للطبيب لخلع ضرس وبعد عمل الاجراء تبين وجود كسر بطرف السن الاخر حيث تسبب بجروح داخل الفم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-30T21:00:00Z", "due_at": "2024-09-02T13:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-31T21:00:00Z", "second_reminder_sent_at": "2024-09-01T21:00:00Z", "escalated_at": "2024-09-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1588225, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-08-31 00:00:00", "closed": null, "received": "2024-08-31 16:57:00", "resolved": null, "escalated": "2024-09-02 00:00:00", "first_reminder": "2024-09-01 00:00:00" }, "imported_at": "2026-04-13T22:00:18.497543", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2850", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2850 } } }, { "model": "complaints.complaint", "pk": "7aa3129f-3bb8-48f4-bc2d-c84ca96c5eef", "fields": { "created_at": "2023-08-09T09:31:00Z", "updated_at": "2026-04-13T18:58:08.892Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1509", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Two babies were born, but only one birth certificate was registered and received, without registering the other.", "description": "Two babies were born, but only one birth certificate was registered and received, without registering the other.\n\n[Arabic]:\nتم ولادة مولودين ولكن تم تسجيل واستلام شهادة تبليغ ولادة لطفله واحده فقط دون تسجيل الاخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-08T21:00:00Z", "due_at": "2023-08-11T09:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-08-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2331653879, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.2.Incorrect medical records" }, "timeline": { "sent": "2023-08-09 00:00:00", "closed": "2023-08-10 00:00:00", "received": "2023-08-09 12:31:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.888219", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1509", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1509 } } }, { "model": "complaints.complaint", "pk": "7ac5fbbb-4a57-4812-b233-2597d6fd64dc", "fields": { "created_at": "2024-02-22T13:37:00Z", "updated_at": "2026-04-13T18:59:19.193Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2226", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that she entered the emergency room as a childbirth case, and after examination, it was decided to perform an urgent cesarean section. The operation was performed without submitting an insurance approval request at the time, and the costs of the operation were paid in cash on the basis that the approval request had been submitted and that upon obtaining approval, the costs of the operation would be reimbursed. However, the request was not submitted at the time, and the reques", "description": "The patient reports that she entered the emergency room as a childbirth case, and after examination, it was decided to perform an urgent cesarean section. The operation was performed without submitting an insurance approval request at the time, and the costs of the operation were paid in cash on the basis that the approval request had been submitted and that upon obtaining approval, the costs of the operation would be reimbursed. However, the request was not submitted at the time, and the request was submitted some time later, and the insurance rejected it due to the lack of justification. The insurance has not been informed of any justification to this day.\n\n[Arabic]:\nتفيد المريضه بأنها دخلت للطوارىء كحالة ولادة وبعد الكشف تقرر عمل عملية قيصريه بشكل عاجل وتم عمل العمليه دون رفع طلب موافقه للتأمين في حينها وتم دفع تكاليف العمليه كاش على اساس ان طلب الموافقه تم رفعه وعند الحصول على الموافقه سيتم استرجاع تكاليف العمليه لكن الطلب لم يتم رفعه في حينها وتم رفع الطلب بعد ذلك بمده وجاء الرفض من التأمين لعدم وجود مبرر ولم تتم افادة التأمين بمبرر حتى الان.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-23T21:00:00Z", "due_at": "2024-02-24T13:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-23T21:00:00Z", "explanation_received_at": "2024-02-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30094791, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship Complaints ", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-24 00:00:00", "closed": null, "received": "2024-02-22 16:37:00", "resolved": "2024-02-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.188148", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2226", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2226 } } }, { "model": "complaints.complaint", "pk": "7aef67cd-2b56-461f-9f98-004551a736ed", "fields": { "created_at": "2024-01-27T14:11:00Z", "updated_at": "2026-04-13T18:59:08.890Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2123", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Peace be upon you. We would like to inform you that today we found bloodstains on a new blanket. We asked for it to be changed, but we found more stains and asked for it to be changed a third time.\n\nTherefore, we urge you to maintain cleanliness in general, as this can cause illness.", "description": "Peace be upon you. We would like to inform you that today we found bloodstains on a new blanket. We asked for it to be changed, but we found more stains and asked for it to be changed a third time.\n\nTherefore, we urge you to maintain cleanliness in general, as this can cause illness.\n\n[Arabic]:\n السلام عليكم نفيد اني بهذا اليوم رايت بقع من الدم بالبطانيه وكانت جديده وطلبنا تغييرها ووجدنا بقع مره اخرى فطلبنا تغيرها للمره الثالثه\n\nلذا نرجو منكم المحافظه على النظافه بشكل عام لكون ذلك مسبب للامراض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-28T21:00:00Z", "due_at": "2024-01-29T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-28T21:00:00Z", "explanation_received_at": "2024-01-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2024-01-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239611, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2024-01-29 00:00:00", "closed": "2024-01-30 00:00:00", "received": "2024-01-27 17:11:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.888164", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2123", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 2123 } } }, { "model": "complaints.complaint", "pk": "7af43a7d-70db-43c3-935a-a5616c8a32f0", "fields": { "created_at": "2025-04-17T15:09:00Z", "updated_at": "2026-04-13T19:01:47.617Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الطوارئ", "expected_result": "", "reference_number": "CMP-2025-04-4032", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Administering an injection to the patient by mistake.", "description": "Administering an injection to the patient by mistake.\n\n[Arabic]:\nاعطاء المراجع حقنه عن طريق الخطأ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-19T15:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-17T15:09:00Z", "explanation_received_at": "2025-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4032, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "7b17f594-f980-42f5-8665-2635387bfa1f", "fields": { "created_at": "2024-01-13T16:33:00Z", "updated_at": "2026-04-13T18:59:07.026Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAHMOUD FAWZY ABDELFATTAH ABDELHALIM", "expected_result": "", "reference_number": "CMP-2024-01-2068-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "877e52c6-fe84-4d7c-bfa0-cc37d31c6480", "title": "An appointment was booked with Dr. Mahmoud Fawzi and a circumcision fee of 700 riyals was paid. After payment and the second visit, he refused unless there was a medical report from a urologist. We came for the third time and it was also refused. After going to another doctor, the circumcision was performed very easily and smoothly. We are now requesting a refund of the circumcision fee due to Dr. Mahmoud Fawzi’s refusal to perform the procedure three consecutive times!", "description": "An appointment was booked with Dr. Mahmoud Fawzi and a circumcision fee of 700 riyals was paid. After payment and the second visit, he refused unless there was a medical report from a urologist. We came for the third time and it was also refused. After going to another doctor, the circumcision was performed very easily and smoothly. We are now requesting a refund of the circumcision fee due to Dr. Mahmoud Fawzi’s refusal to perform the procedure three consecutive times!\n\n[Arabic]:\n تم حجز موعد عند الدكتور محمود فوزي ودفع مبلغ ختان قدره ٧٠٠ ريال وبعد الدفع والزيارة الثانية رفض الا بتقرير طبي من مسالك بولية ، وجينا المرة الثالثة وتم الرفض ايضا وبعد الذهاب لدكتور اخر عمل له الختان بكل يسر وسهولة، حاليا نطالب باسترجاع مبلغ الختان لرفض الدكتور محمود فوزي عمل العمليه لثلاث مرات متتاليه!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 192, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-14T21:00:00Z", "due_at": "2024-01-15T16:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-14T21:00:00Z", "explanation_received_at": "2024-01-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2024-01-15T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305850, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-01-15 00:00:00", "closed": "2024-01-16 00:00:00", "received": "2024-01-13 19:33:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.016446", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2068-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية (أطفال)", "main": "الطبي" }, "original_complaint_num": 2068 } } }, { "model": "complaints.complaint", "pk": "7b3d9864-6f50-41df-8b20-ee7a185cac6c", "fields": { "created_at": "2025-01-13T16:27:00Z", "updated_at": "2026-04-13T19:01:12.482Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "بدر استقبال العيادات الخارجية 2 ", "expected_result": "", "reference_number": "CMP-2025-01-3521", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was received in an inappropriate manner by the receptionist after receiving a call from the anesthesia clinic, which resulted in the cancellation of the procedure.", "description": "I was received in an inappropriate manner by the receptionist after receiving a call from the anesthesia clinic, which resulted in the cancellation of the procedure.\n\n[Arabic]:\nتم استقبالي بأسلوب غير لائق من قبل موظف الاستقبال بعد تلقي مكالمة من عيادة التخدير، مما أدى إلى إلغاء العملية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T16:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3521, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "7b62dfcc-c257-4df0-99d2-3c04bfd5dc39", "fields": { "created_at": "2024-12-17T14:36:00Z", "updated_at": "2026-04-13T19:01:01.294Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8909-GEORGE ELIAS SALIBA ", "expected_result": "", "reference_number": "CMP-2024-12-3374", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We entered the hospital and went to the doctor, but he was not present in the clinic at the time of our visit. When he arrived, he did not have his identification card. My complaint is that the doctor treated us in a dry and unprofessional manner. He asked me to sign the anesthesia form without filling it out himself. When I asked him to fill it out, he said that this is the hospital's system and I must sign it. I jokingly said, \"You want me to sign the paper so that there is no complaint in cas", "description": "We entered the hospital and went to the doctor, but he was not present in the clinic at the time of our visit. When he arrived, he did not have his identification card. My complaint is that the doctor treated us in a dry and unprofessional manner. He asked me to sign the anesthesia form without filling it out himself. When I asked him to fill it out, he said that this is the hospital's system and I must sign it. I jokingly said, \"You want me to sign the paper so that there is no complaint in case of medical error?\" He said, \"Yes,\" and that the rest of the boxes in the form are not important. I told him I would sign only the important ones as you mentioned to me, but he refused and said, \"Wait for Dr. Gilani for an hour without entering the room.\"\n\n[Arabic]:\n تم الدخول الحضور للمستشفى وعند التوجه للطبيب لم يكن متواجد في العيادة وقت مراجعتنا لها وعند حضوره لم تكن بطاقة التعريف موجوده عليه وشكوتي انه تم التعامل معنا من قبل الطبيب باسوب جاف وغير مهني طلب مني التوقيع على نموذج التخدير بدون تعبئة النموذج من قبله وعند طلبي ان يتم التعبئه قال هذا نظام المستشفى ويجب أن توقع فمازحته قائلا تريد مني توقيع الورقه حتى لا يتم الشكوى في حال الخطأ الطبي قال (نعم) وان باقي الخانات في النموذج غير مهم قلت له سوف اوقع على المهم فقط كما ذكرت لي فرفض وقال انتظر الطبيب جيلاني بعد ساعة دون دخول الغرفه .. \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-17T21:00:00Z", "due_at": "2024-12-19T14:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-17T21:00:00Z", "explanation_received_at": "2024-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30359898, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Poor provider-patient communication" }, "timeline": { "sent": "2024-12-18 00:00:00", "closed": null, "received": "2024-12-17 17:36:00", "resolved": "2024-12-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.288115", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3374", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات التخدير", "main": "الطبي" }, "original_complaint_num": 3374 } } }, { "model": "complaints.complaint", "pk": "7b648030-43dc-4159-8e6e-8216f676218b", "fields": { "created_at": "2024-03-31T12:19:00Z", "updated_at": "2026-04-13T18:59:28.322Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHALID ABDULAZIZ ALANAZI", "expected_result": "", "reference_number": "CMP-2024-03-2333", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "3e6a99cf-8a4c-4890-8938-2df1fb89d8f9", "staff": "a8c6b2ca-8793-47b4-a5ad-33c03c067024", "title": "The employee accused me of deflating my father’s catheter balloon, and when I confronted him, he denied making this statement. Dr. Amani is a witness to this accusation.", "description": "The employee accused me of deflating my father’s catheter balloon, and when I confronted him, he denied making this statement. Dr. Amani is a witness to this accusation.\n\n[Arabic]:\nالموظف يتهمني باافراغ البالون التابع لوالدي وعند مناقشته لايقول هذا الكلام والدكتوره اماني شاهده على هذا الاتهام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-01T21:00:00Z", "due_at": "2024-04-02T12:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-01T21:00:00Z", "second_reminder_sent_at": "2024-04-02T21:00:00Z", "escalated_at": "2024-04-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-01T21:00:00Z", "explanation_received_at": "2024-06-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30244508, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-04-02 00:00:00", "closed": null, "received": "2024-03-31 15:19:00", "resolved": "2024-06-17 00:00:00", "escalated": "2024-04-16 00:00:00", "first_reminder": "2024-04-02 00:00:00" }, "imported_at": "2026-04-13T21:59:28.306117", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2333", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج التنفسي", "main": "الطبي" }, "original_complaint_num": 2333 } } }, { "model": "complaints.complaint", "pk": "7bb4d1bc-8ba7-40ea-82e3-2fd3eb20059c", "fields": { "created_at": "2025-09-13T05:08:00Z", "updated_at": "2026-04-13T19:02:48.299Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13830-HUDA ABDULKADIR ALI FARAH", "expected_result": "", "reference_number": "CMP-2025-09-4836", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that the doctor refused to diagnose the case without tests and X-rays.\"", "description": "\"The patient states that the doctor refused to diagnose the case without tests and X-rays.\"\n\n[Arabic]:\nتفيد المريضه بان الدكتوره رفضت تشخيص الحاله دون تحاليل واشعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-15T05:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-13T05:08:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4836, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "7bc851cc-b53b-45d6-b166-bb52b45dbd95", "fields": { "created_at": "2025-01-28T10:44:00Z", "updated_at": "2026-04-13T19:01:14.371Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3614", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Blood was drawn, and after waiting for a full day, they are requesting a re-sample\n\n", "description": "Blood was drawn, and after waiting for a full day, they are requesting a re-sample\n\n\n\n[Arabic]:\nتم سحب دم وبعد الانتظار ليوم كامل يتم طلب اعادة سحب للعينه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-30T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-28T10:44:00Z", "explanation_received_at": "2025-01-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3614, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "7bc903a7-38a6-4bc6-8c75-9ddd57f8a45f", "fields": { "created_at": "2025-04-10T11:07:00Z", "updated_at": "2026-04-13T19:01:46.982Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-04-3993", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the fitness report electronically.", "description": "Delay in submitting the fitness report electronically.\n\n[Arabic]:\nتاخير برفع تقرير ( فحص اللياقه ) الاكترونياَ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-12T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-10T11:07:00Z", "explanation_received_at": "2025-04-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3993, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "7bd26627-fd48-4925-951c-4e2cea9557cc", "fields": { "created_at": "2025-07-06T12:14:00Z", "updated_at": "2026-04-13T19:02:22.478Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الماليه ", "expected_result": "", "reference_number": "CMP-2025-07-4422-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request for financial compensation due to insurance denial.\n\n\n\n\n", "description": "A request for financial compensation due to insurance denial.\n\n\n\n\n\n\n[Arabic]:\nطلب مستحقات ماليه بسبب رفض التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T12:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T12:14:00Z", "explanation_received_at": "2025-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4422, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "7bdd6b12-6fd9-4146-a74e-52e3aecbe52a", "fields": { "created_at": "2025-03-02T01:10:00Z", "updated_at": "2026-04-13T19:01:34.470Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "مروى حسني", "expected_result": "", "reference_number": "CMP-2025-03-3828", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient complained that the doctor refused to remove the IUD and asked her to return to the hospital where the procedure was performed.", "description": "The patient complained that the doctor refused to remove the IUD and asked her to return to the hospital where the procedure was performed.\n\n[Arabic]:\nاشتكت المريضة من رفض الطبيبة قص اللولب وطلب عودتها للمستشفى التي تم عمل الاجراء فيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-04T01:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-02T01:10:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3828, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "7bf5335c-c3ab-4929-be47-cf4c262a3e81", "fields": { "created_at": "2025-05-21T09:23:00Z", "updated_at": "2026-04-13T19:01:59.997Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ممرضة نساء وولادة", "expected_result": "", "reference_number": "CMP-2025-05-4196", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse was sick with the flu and admitted me and a newborn baby internally (snoring). She came in and was rude. She did not respect our presence. Our presence was disgusting. When I asked her for help to go to the bathroom, she went in with the newborn baby. That's it. She left me alone without help.", "description": "The nurse was sick with the flu and admitted me and a newborn baby internally (snoring). She came in and was rude. She did not respect our presence. Our presence was disgusting. When I asked her for help to go to the bathroom, she went in with the newborn baby. That's it. She left me alone without help.\n\n[Arabic]:\nالممرضة كانت مريضة وتعاني من انفلونزا واستقبلتني انا وطفلي المولود حديثاً وكانت (تناشق ) بقوة وقلة ادب\nولم تتحترم وجودنا وبشكل مقزز ولما طلبت منها المساعدة لذهاب لدورة المياة قمت بالدخول معاي وقبل انتهائي\nخرجت وتركتني وحيدة بدون مساعدة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-23T09:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-21T09:23:00Z", "explanation_received_at": "2025-05-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4196, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "7bf8a76a-93f0-49e7-a070-45c95148cf08", "fields": { "created_at": "2025-02-02T13:40:00Z", "updated_at": "2026-04-13T19:01:23.288Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3639-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request for approval was submitted incorrectly.", "description": "A request for approval was submitted incorrectly.\n\n[Arabic]:\nتم رفع طلب تأمين لمدة يومين تنويم، ولكن المريض قضى يومًا واحدًا فقط في المستشفى.\n\n\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-04T13:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-02T13:40:00Z", "explanation_received_at": "2025-02-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3639, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "7bfab125-497c-4d15-8a75-9b1c25254c0c", "fields": { "created_at": "2024-12-22T13:46:00Z", "updated_at": "2026-04-13T19:01:01.915Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3401", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload sick leave via the Sehaty platform.", "description": "Failure to upload sick leave via the Sehaty platform.\n\n[Arabic]:\nعدم رفع الاجازة المرضية عبر منصة صحتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-21T21:00:00Z", "due_at": "2024-12-24T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-21T21:00:00Z", "explanation_received_at": "2024-12-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-22T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30361108, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Sick leave issues" }, "timeline": { "sent": "2024-12-22 00:00:00", "closed": null, "received": "2024-12-22 16:46:00", "resolved": "2024-12-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:01.913134", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3401", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 3401 } } }, { "model": "complaints.complaint", "pk": "7bfbc8bb-1b82-4cc1-93aa-8e9ac262ab9f", "fields": { "created_at": "2024-10-07T08:29:00Z", "updated_at": "2026-04-13T19:00:37.627Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3003", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After entering the delivery room, I requested an epidural. The anesthesiologist (an older Jordanian or Syrian) came and started the procedure at approximately 5:45. He inserted the first needle and said it broke, then the second and said it broke, and the third and said it broke too. I was in severe pain, and I started feeling pain in my right leg one moment and then my left the next. Finally, with the fourth needle, he said it was fine. But the surprise came when the real labor started; I felt ", "description": "After entering the delivery room, I requested an epidural. The anesthesiologist (an older Jordanian or Syrian) came and started the procedure at approximately 5:45. He inserted the first needle and said it broke, then the second and said it broke, and the third and said it broke too. I was in severe pain, and I started feeling pain in my right leg one moment and then my left the next. Finally, with the fourth needle, he said it was fine. But the surprise came when the real labor started; I felt the full pain of childbirth, and the epidural didn't help at all. Even after I finished giving birth, I was able to walk, which proves that the procedure was completely ineffective. I am still suffering from back pain and awaiting your response and investigation into this complaint.\n\n[Arabic]:\nبعد الدخول لغرفة الولاده .. طلبت ابرة الظهر و جاء طبيب التخدير ( اردني او سوري كبير بالعمر) و بدا الاجراء الساعه ٥:٤٥ تقريباً و دخل اول ابره وقال انها انكسرت و دخل الثانيه وقال انكسرت ؟ و الثالثه قال انكسرت ؟؟؟؟ وانا احس بألم شديد و بديت مره احس برجلي اليمين مره احس باليسار و الرابعه واخيراً قال انها تمام ؟ لكن المفاجأه لما بدا الطلق الحقيقي حسيت بألم الولاده كاااامل ولم استفيد من الابره الي تم اخذها بالظهر؟؟ حتى بعد م خلصت الولاده قدرت امشي ع رجولي دليل ان مافيه فايده نهائياً من الاجراء الا اني الى الان اعاني من الاالم الظهر بانتظار الرد منكم والتحقيق بالشكوى .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-06T21:00:00Z", "due_at": "2024-10-09T08:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-07T21:00:00Z", "second_reminder_sent_at": "2024-10-08T21:00:00Z", "escalated_at": "2024-10-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-06T21:00:00Z", "explanation_received_at": "2024-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30077442, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-10-07 00:00:00", "closed": null, "received": "2024-10-07 11:29:00", "resolved": "2024-11-02 00:00:00", "escalated": "2024-10-10 00:00:00", "first_reminder": "2024-10-08 00:00:00" }, "imported_at": "2026-04-13T22:00:37.621655", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3003", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 3003 } } }, { "model": "complaints.complaint", "pk": "7c2233f7-55da-49e8-bf19-3c09e0254ddd", "fields": { "created_at": "2025-08-24T11:07:00Z", "updated_at": "2026-04-13T19:02:36.526Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الاشعة ", "expected_result": "", "reference_number": "CMP-2025-08-4661", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "misdiagnosis related to the case admitted to ER due to fracture", "description": "misdiagnosis related to the case admitted to ER due to fracture\n\n[Arabic]:\nتوجهنا إلى المستشفى الحمادي النزهه بعد تعرض المريضة لإصابة، وتم إجراء أشعة في قسم الطوارئ، وأُبلغنا بأنه لا يوجد كسر، وتم الاكتفاء بوصف مرهم فقط لكن بسبب استمرار الألم والتورم، راجعنا مستشفى آخر، وتبين بعد الفحص وإجراء أشعة جديدة وجود كسر واضح، مما استدعى التدخل الجراحي العاجل وتركيب أسياخ لتثبيت الكسر حن نُبدي استياءنا الشديد من التشخيص الخاطئ في قراءة الأشعة في الزيارة الأولى، مما تسبب في تأخر العلاج وتفاقم الحالة الصحية للمريضة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-26T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-24T11:07:00Z", "explanation_received_at": "2025-08-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4661, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "7c2ece9a-ac2f-44f3-855a-07a4ba9f1356", "fields": { "created_at": "2025-08-28T10:23:00Z", "updated_at": "2026-04-13T19:02:37.362Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض العنايه المركزه ", "expected_result": "", "reference_number": "CMP-2025-08-4686", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "اتمريض العنايه المركزه ", "description": "اتمريض العنايه المركزه \n\n[Arabic]:\nDelay in providing the service.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-30T10:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-28T10:23:00Z", "explanation_received_at": "2025-08-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4686, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "7c49e532-d00c-4314-beb5-4055161044e2", "fields": { "created_at": "2025-01-14T16:24:00Z", "updated_at": "2026-04-13T19:01:12.804Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The prescription was renewed during the last visit but was not filled due to the unavailability of the medication.\n\n\n\n", "description": "The prescription was renewed during the last visit but was not filled due to the unavailability of the medication.\n\n\n\n\n\n[Arabic]:\nتم تجديد الوصفة في آخر زيارة لكن لم تُصرف لعدم توفر الدواء. تبقى يومان لإعادة الصرف والطفل لم يتناول الدواء بعد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-16T16:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-14T16:24:00Z", "explanation_received_at": "2025-01-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3529, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "7c589ef6-b13b-4b72-b9dc-297d031ded98", "fields": { "created_at": "2023-12-17T12:38:00Z", "updated_at": "2026-04-13T18:58:54.924Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1956", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Before the procedure, I received no pre-operative instructions, and no explanation was given regarding food, drink, or smoking. I wasn't informed of what was allowed or prohibited before the procedure, even though it was my first surgery and I had no prior experience or any prior knowledge.", "description": "Before the procedure, I received no pre-operative instructions, and no explanation was given regarding food, drink, or smoking. I wasn't informed of what was allowed or prohibited before the procedure, even though it was my first surgery and I had no prior experience or any prior knowledge.\n\n[Arabic]:\nقبل الدخول للعمليه لم يتم افادتي فيما يخص تعليمات قبل العمليه ولم يتم توضيح او شرح لي فيما يخص ( الاكل ، الشرب ، التدخين ) لم يتم ابلاغي بما هو مسموح او ممنوع قبل الاجراء علما انها اول عمليه اقوم بعملها ليس لدي خبره سابقه وماعندي ادنى فكره عن اي شي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-16T21:00:00Z", "due_at": "2023-12-19T12:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-16T21:00:00Z", "explanation_received_at": "2023-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302844, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-17 00:00:00", "closed": null, "received": "2023-12-17 15:38:00", "resolved": "2023-12-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.921497", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1956", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات التخدير", "main": "الطبي" }, "original_complaint_num": 1956 } } }, { "model": "complaints.complaint", "pk": "7c7c7c7d-7a12-499c-88a0-5a96afd29dd5", "fields": { "created_at": "2023-07-17T17:34:00Z", "updated_at": "2026-04-13T18:57:59.639Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1445", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were treated unprofessionally. After we were admitted to the room and the IV was inserted, the emergency staff of doctors and nurses were informed, and the patient was left for a long time without any response from them.", "description": "We were treated unprofessionally. After we were admitted to the room and the IV was inserted, the emergency staff of doctors and nurses were informed, and the patient was left for a long time without any response from them.\n\n[Arabic]:\nتم التعامل معنا بطريقه غير مهنيه وبعد ادخالنا الغرفة وتركيب المغذي تم الانتهاء منه تم اخبار الطاقم الموجوج بالطوارئ من اطباء وتمريض وتم ترك المريضه لمدة طويله بدون اي تجاوب منهم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 4, "subsection": 0, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-18T21:00:00Z", "due_at": "2023-07-19T17:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-18T21:00:00Z", "explanation_received_at": "2023-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30044785, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2023-07-19 00:00:00", "closed": null, "received": "2023-07-17 20:34:00", "resolved": "2023-07-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.635668", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1445", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العيون", "main": "الإداري" }, "original_complaint_num": 1445 } } }, { "model": "complaints.complaint", "pk": "7c98b27a-b30e-45d2-abd6-8455ca1afb99", "fields": { "created_at": "2025-05-14T06:54:00Z", "updated_at": "2026-04-13T19:01:58.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية ", "expected_result": "", "reference_number": "CMP-2025-05-4162", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted to the ICU with insurance coverage for only two days. After the coverage period ended, the insurance company refused to continue covering the treatment plan, which resulted in a suspension of medical care until the required financial costs were covered by the hospital.", "description": "The patient was admitted to the ICU with insurance coverage for only two days. After the coverage period ended, the insurance company refused to continue covering the treatment plan, which resulted in a suspension of medical care until the required financial costs were covered by the hospital.\n\n[Arabic]:\nكانت المريضة منومة في قسم العناية المركزة بتغطية تأمينية لمدة يومين فقط. بعد انتهاء المدة، رفضت شركة التأمين تغطية الاستمرار في الخطة العلاجية، مما أدى إلى توقف الرعاية الطبية لحين توفير التكاليف المالية المطلوبة من قبل المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-16T06:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-14T06:54:00Z", "explanation_received_at": "2025-05-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4162, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "7ca1dfe0-3d2e-42a7-bd83-6b7fe05aa137", "fields": { "created_at": "2024-11-11T13:10:00Z", "updated_at": "2026-04-13T19:00:49.218Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3142", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter was admitted to the emergency room after accidentally taking an overdose of iron supplements. She was diagnosed as having attempted suicide. The police were called, causing me and my family psychological distress and damaging my reputation through the interrogation I underwent at the hospital and my subsequent transfer to the police station. Thankfully, my daughter's medical and psychological reports are all normal. I am filing a complaint against the emergency room doctors and the o", "description": "My daughter was admitted to the emergency room after accidentally taking an overdose of iron supplements. She was diagnosed as having attempted suicide. The police were called, causing me and my family psychological distress and damaging my reputation through the interrogation I underwent at the hospital and my subsequent transfer to the police station. Thankfully, my daughter's medical and psychological reports are all normal. I am filing a complaint against the emergency room doctors and the on-duty manager who handled her case. Please respond.\n\n[Arabic]:\nدخلت ابنتي للطواري بسبب اخذ جرعه زائده من فيتامين الحديد بالغلط وتم تشخيص الحاله بانها شروع بالانتحار\nوتم استدعاء الشرطه لي مما تسبب لي ولعائلتي اضرار نفسية وتشويه سمعه من خلال التحقيق معي بالمستشفى\nوترحيلي لمركز الشرطة علما بان التقارير الطبيه والنفسية والله الحمد لابنتي سليمة اقدم شكواي على اطباء الطواريء والمدير المناوب المستلم للحالة ارجو الرد.. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-10T21:00:00Z", "due_at": "2024-11-13T13:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-10T21:00:00Z", "explanation_received_at": "2024-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-11T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30013035, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-11-11 00:00:00", "closed": null, "received": "2024-11-11 16:10:00", "resolved": "2024-11-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:49.214036", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3142", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 3142 } } }, { "model": "complaints.complaint", "pk": "7cacd991-2e19-4dde-ba23-6d436e6d40e8", "fields": { "created_at": "2024-11-19T09:08:00Z", "updated_at": "2026-04-13T19:00:49.827Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "WADHA", "expected_result": "", "reference_number": "CMP-2024-11-3181", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Peace, mercy, and blessings of God be upon you. I would like to inform you, may God protect you, that today at 6 PM, the respiratory therapist, Wadha, performed a phlegm suction procedure (excuse the expression) while administering my mother's drinking water and blood pressure medication via a tube (despite being warned against it). This resulted in the following: my mother immediately vomited through her nose and mouth. This is the only visible damage so far. The on-call doctor, Mahmoud, has be", "description": "Peace, mercy, and blessings of God be upon you. I would like to inform you, may God protect you, that today at 6 PM, the respiratory therapist, Wadha, performed a phlegm suction procedure (excuse the expression) while administering my mother's drinking water and blood pressure medication via a tube (despite being warned against it). This resulted in the following: my mother immediately vomited through her nose and mouth. This is the only visible damage so far. The on-call doctor, Mahmoud, has been informed. All of this occurred in the presence of the nursing director, Jawda. The patient's son, Muzna Al-Basili.\n\n[Arabic]:\nالسلام عليكم ورحمة االله وبركاته افيدكم حفظكم االله انه اليوم الساعه ٦ مساءا قامت اخصائية العلاج التنفسي\nوضحى بعمل شفط للبلغم اعزكم االله اثناء اعطاء الوالدة موية شرب مع دواء الضغط عن طريق الانبوب (رغم\nتحذيرها) ونتج عن ذلك ما يلي: استرجاع فوري للوالده عن طريق الانف والفم. هذا ما هو ظاهر حتى الان من\nاضرار تم ابلاغ الطبيب المناوب محمود. وكل ذلك تم على مرأى مدير التمريض جودة. ابن المريضه مزنه\nالبصيلي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-18T21:00:00Z", "due_at": "2024-11-21T09:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-18T21:00:00Z", "second_reminder_sent_at": "2024-11-19T21:00:00Z", "escalated_at": "2024-11-20T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-18T21:00:00Z", "explanation_received_at": "2024-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30011921, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-11-19 00:00:00", "closed": null, "received": "2024-11-19 12:08:00", "resolved": "2024-11-25 00:00:00", "escalated": "2024-11-21 00:00:00", "first_reminder": "2024-11-19 00:00:00" }, "imported_at": "2026-04-13T22:00:49.817051", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3181", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج التنفسي", "main": "الطبي" }, "original_complaint_num": 3181 } } }, { "model": "complaints.complaint", "pk": "7cb9acb8-6ac1-431f-a05b-0f0b9a17ce35", "fields": { "created_at": "2022-12-11T13:43:00Z", "updated_at": "2026-04-13T18:56:43.346Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0663", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was contacted and my appointment was postponed by the appointments department, and upon arrival I was not allowed to enter until after a long wait.", "description": "I was contacted and my appointment was postponed by the appointments department, and upon arrival I was not allowed to enter until after a long wait.\n\n[Arabic]:\nتم التواصل معي وتم تأجيل موعدي من قبل قسم المواعيد وعند الحضور لم يتم دخولي الا بعد انتظار طويل .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-10T21:00:00Z", "due_at": "2022-12-13T13:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-10T21:00:00Z", "explanation_received_at": "2022-12-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30208138, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-11 00:00:00", "closed": null, "received": "2022-12-11 16:43:00", "resolved": "2022-12-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:43.341622", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0663", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 663 } } }, { "model": "complaints.complaint", "pk": "7cd731bd-6ea9-4d0e-973d-41c378990dc9", "fields": { "created_at": "2024-02-08T17:14:00Z", "updated_at": "2026-04-13T18:59:18.013Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2181", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient entered the emergency room and the doctor told her that she needed to be admitted for possible childbirth. However, when she entered the admissions doctor's office, she was told that there was no childbirth and she did not need to be admitted, but would only remain under observation (monitoring procedure) for two hours, after which she would be discharged. This was not written in the report sent to the insurance company, but the word \"admission\" was written instead of \"monitoring pro", "description": "The patient entered the emergency room and the doctor told her that she needed to be admitted for possible childbirth. However, when she entered the admissions doctor's office, she was told that there was no childbirth and she did not need to be admitted, but would only remain under observation (monitoring procedure) for two hours, after which she would be discharged. This was not written in the report sent to the insurance company, but the word \"admission\" was written instead of \"monitoring procedure,\" and the insurance company rejected it based on this. The problem is still ongoing.\n\n[Arabic]:\nدخلت المريضه للطوارىء واخبرتها الطبيبه بضرورة الدخول للتنويم لاحتمال الولاده لكن عند دخولها لدى طبيبة التنويم اخبرتها انه لا يوجد ولاده ولا تحتاج الى تنويم وانما فقط ستبقى تحت الملاحظه ( إجراء مراقبه) لمدة ساعتين وبعدها يتم الخروج ولم تتم كتابة ذلك في التقرير المرسل للتأمين وانما كتبت كلمة تنويم بدلا من اجراء المراقبه وجاء الرفض من التأمين بناء على ذلك ولا زالت المشكله قائمه. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-07T21:00:00Z", "due_at": "2024-02-10T17:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-07T21:00:00Z", "explanation_received_at": "2024-02-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-09T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30294036, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-08 00:00:00", "closed": null, "received": "2024-02-08 20:14:00", "resolved": "2024-02-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.008698", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2181", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2181 } } }, { "model": "complaints.complaint", "pk": "7cf39928-21fc-473a-a6ef-ff411ec8c049", "fields": { "created_at": "2024-09-28T14:40:00Z", "updated_at": "2026-04-13T19:00:29.120Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2967", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived 5 minutes late for my appointment and waited for 15 minutes without being called. I asked the receptionist, and she told me that Specialist Salem was in a meeting during my appointment time. I went to the administration to find a solution, as I had a dental appointment at the same hospital at 5:10. When I returned with the administration employee, Salem was there and seemed upset. I explained that I had a dental appointment, and he told me, \"Your problem isn't my problem.\" I avoided ta", "description": "I arrived 5 minutes late for my appointment and waited for 15 minutes without being called. I asked the receptionist, and she told me that Specialist Salem was in a meeting during my appointment time. I went to the administration to find a solution, as I had a dental appointment at the same hospital at 5:10. When I returned with the administration employee, Salem was there and seemed upset. I explained that I had a dental appointment, and he told me, \"Your problem isn't my problem.\" I avoided talking to him and went to the administration to find a replacement. I returned with the administration, and Specialist Omar was assigned to follow up. When I entered, Salem started talking about being late for appointments and not allowing patients to enter. I asked him if he meant me. He said, \"It's none of your business. I'll talk to them as I please. I didn't speak to you.\" I told him to leave, and that someone else would help me. He replied, \"Get lost, or I'll shove my foot in your mouth.\" I am submitting this complaint to you regarding this unprofessional conduct and hope for a response.\n\n[Arabic]:\nوصلت لموعدي متأخراً ٥ دقائق وانتظرت لمدة ١٥ دقيقة دون أن يتم استدعائي سالت موظفة الاستقبال وذكرت لي بأن الأخصائي سالم يوجد لديه اجتماع خلال وقت موعدي توجهت للإدارة لإيجاد حل حيث أنه لدي موعد أسنان في نفس المستشفى الساعة ٥ و ١٠ دقائق وعند عودتي مع موظف الإدارة كان سالم متواجد وكان مستاء وبررت له بأنه لدي موعد أسنان وقال لي \" مشكلتك مو مشكلتي\" تجنبت الحديث معه وتوجهت للإدارة للبحث عن بديل عنه. عدت مع الإدارة وتم تحديد الأخصائي عمر للمتابعة وعند دخولي بدأ سالم بالحديث عن التأخر عن المواعيد وعدم السماح للمرضى بالدخول قلت له هل تقصدني؟ قال \" مالك دخل اتكلم معهم بكيفي ما كلمتك\" قلت له توكل على الله وفيه غيرك يخدمني، رد علي وقال \"رح لا أحط رجلي في فمك\".. أتوجه لكم بالشكوى للرد على عدم الاحترافية متمنياً التجاوب ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-28T21:00:00Z", "due_at": "2024-09-30T14:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-29T21:00:00Z", "second_reminder_sent_at": "2024-09-30T21:00:00Z", "escalated_at": "2024-09-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30189559, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-09-29 00:00:00", "closed": null, "received": "2024-09-28 17:40:00", "resolved": null, "escalated": "2024-10-01 00:00:00", "first_reminder": "2024-09-30 00:00:00" }, "imported_at": "2026-04-13T22:00:29.117664", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2967", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 2967 } } }, { "model": "complaints.complaint", "pk": "7d569d97-f832-4d53-9b84-1a5f641770e7", "fields": { "created_at": "2022-08-28T16:05:00Z", "updated_at": "2026-04-13T18:55:57.204Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. SARI MOHAMMED NASUH DAAS", "expected_result": "", "reference_number": "CMP-2022-08-0027", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "931f85ea-e727-4496-a8b6-a35e82fc8422", "title": "My child was given milk with a nutritional value lower than normal and for a specific category of children (for your information, I asked the doctor about the milk and its difference from my child’s S26 Gold milk, and he told me that there is no difference between it and S26 Ultima).", "description": "My child was given milk with a nutritional value lower than normal and for a specific category of children (for your information, I asked the doctor about the milk and its difference from my child’s S26 Gold milk, and he told me that there is no difference between it and S26 Ultima).\n\n[Arabic]:\nتم صرف حليب لطفلي قميته الغذائيه اقل من الطبيعي ولفئه معينه من الاطفال ( للعلم تم سؤال الطبيب الحليب وفرقه عن حليب طفلي s26 جولد وابلغني انه لايوجد فرق بينه وبين s26 التيما. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-28T21:00:00Z", "due_at": "2022-08-30T16:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-28T21:00:00Z", "explanation_received_at": "2022-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30176115, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2022-08-29 00:00:00", "closed": null, "received": "2022-08-28 19:05:00", "resolved": "2022-08-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:57.192818", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0027", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 27 } } }, { "model": "complaints.complaint", "pk": "7d7e75ec-54c3-453b-957e-df0171233a1f", "fields": { "created_at": "2024-07-13T10:46:00Z", "updated_at": "2026-04-13T19:00:06.307Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2682", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Complaint number 2682 was filed regarding the unprofessional conduct of the reception staff. I immediately went to the clinic manager, employee Abdullah Suleiman Al-Azzam, and his reception was extremely poor, unprofessional, and very condescending.", "description": "Complaint number 2682 was filed regarding the unprofessional conduct of the reception staff. I immediately went to the clinic manager, employee Abdullah Suleiman Al-Azzam, and his reception was extremely poor, unprofessional, and very condescending.\n\n[Arabic]:\nتم رفع شكوى برقم 2682 فيما يخص التعامل الغير مهني من قبل موظفين الاستقبال حيث تم التوجه على الفور لمدير العيادت الموظف عبدالله سليمان العزام وكان استقباله لي سيء جدا جدا وغير احترافي وفيه من الفوقية الكثير", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-12T21:00:00Z", "due_at": "2024-07-15T10:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-12T21:00:00Z", "explanation_received_at": "2024-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1108551, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-07-13 00:00:00", "closed": null, "received": "2024-07-13 13:46:00", "resolved": "2024-07-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.300951", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2682", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2682 } } }, { "model": "complaints.complaint", "pk": "7da8e1d2-c92e-48c6-ad74-30effb456221", "fields": { "created_at": "2024-02-27T14:39:00Z", "updated_at": "2026-04-13T18:59:19.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2239", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the hospital in an emergency for my child. I paid 40 [currency unspecified] and was informed that the insurance did not cover it, even though it is listed among the covered hospitals. My child was admitted there.", "description": "I visited the hospital in an emergency for my child. I paid 40 [currency unspecified] and was informed that the insurance did not cover it, even though it is listed among the covered hospitals. My child was admitted there.\n\n[Arabic]:\nزرت المستشفى في حاله طاره طفلتي حررتها ٤٠ تم الافاده التامين غير مغطى مع انه مدرج من ضمن المستشفيات المغطى وطفلتي ولدت فيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-26T21:00:00Z", "due_at": "2024-02-29T14:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-26T21:00:00Z", "explanation_received_at": "2024-02-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182581, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-27 00:00:00", "closed": null, "received": "2024-02-27 17:39:00", "resolved": "2024-02-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.564546", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2239", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2239 } } }, { "model": "complaints.complaint", "pk": "7dba2594-e900-4fe9-9aaa-24b92eb0b969", "fields": { "created_at": "2024-11-17T06:51:00Z", "updated_at": "2026-04-13T19:00:49.615Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14312-SABRI BAJIS ZEIADAH ", "expected_result": "", "reference_number": "CMP-2024-11-3172", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "His approach to dealing with the patient was unprofessional. He told me to go see a spine doctor when I asked him for leave, even though he was aware of my health condition and that I was in pain, but his approach was very unprofessional.", "description": "His approach to dealing with the patient was unprofessional. He told me to go see a spine doctor when I asked him for leave, even though he was aware of my health condition and that I was in pain, but his approach was very unprofessional.\n\n[Arabic]:\nاسلوب غير مهني في التعامل مع المريض حيث قال لي روحي شكلي دكاترة روحي عند طبيب عمود فقري عند طلبي اجازة منه علما بانه لديه خبر بحالتي الصحية واني اتألم ولكن كان اسلوبه جدا غير مهني ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-16T21:00:00Z", "due_at": "2024-11-19T06:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-17T21:00:00Z", "second_reminder_sent_at": "2024-11-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-16T21:00:00Z", "explanation_received_at": "2024-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-17T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 84479, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-11-17 00:00:00", "closed": null, "received": "2024-11-17 09:51:00", "resolved": "2024-11-18 00:00:00", "escalated": null, "first_reminder": "2024-11-18 00:00:00" }, "imported_at": "2026-04-13T22:00:49.609609", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3172", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 3172 } } }, { "model": "complaints.complaint", "pk": "7dbf5b03-feb0-4551-b061-c6238597e91e", "fields": { "created_at": "2025-07-07T14:18:00Z", "updated_at": "2026-04-13T19:02:22.657Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور هاني ", "expected_result": "", "reference_number": "CMP-2025-07-4427", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that his teeth were treated but he still feels pain.\n", "description": "The patient reported that his teeth were treated but he still feels pain.\n\n\n[Arabic]:\nفيد المراجع باانه تم معالجة الاسنان ولكن مازال يشعر بالالم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-09T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-07T14:18:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4427, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "7dc778b6-a22e-4283-8ac0-66f9f2c715d7", "fields": { "created_at": "2023-04-19T18:24:00Z", "updated_at": "2026-04-13T18:57:30.222Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1181", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted at 1:04 PM on Sunday, April 16, 2023, to book a dermatology appointment with Dr. Hanan Al-Mutawakel. I was informed that she was on leave and would return on Wednesday, April 19, 2023, with the earliest appointment available at 8:30 AM on that day. The appointment was booked, and when I arrived at the clinic, I was surprised to hear the receptionist say that there was no reservation and that the doctor's contract with the hospital had ended.", "description": "I contacted at 1:04 PM on Sunday, April 16, 2023, to book a dermatology appointment with Dr. Hanan Al-Mutawakel. I was informed that she was on leave and would return on Wednesday, April 19, 2023, with the earliest appointment available at 8:30 AM on that day. The appointment was booked, and when I arrived at the clinic, I was surprised to hear the receptionist say that there was no reservation and that the doctor's contract with the hospital had ended.\n\n[Arabic]:\n تم التواصل الساعة 1:04 يوم الاحد16 ابريل 2023م ،لحجز موعد جلدية مع الدكتورة حنان المتوكل، ابلغت انها باجازة وستعود يوم الاربعاء 19ابريل 2023م واقرب موعد الساعة 8 ونص في 19 ابريل 2023م ، تم حجز الموعد وتم الحضور للعيادة وفوجئت بموظفة الاستقبال تقول لي انه لا يوجد حجز وان الدكتورة انتهى عقدها مع المستشفى. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-25T21:00:00Z", "due_at": "2023-04-21T18:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-25T21:00:00Z", "explanation_received_at": "2023-05-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30251836, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.7.Scheduling errors" }, "timeline": { "sent": "2023-04-26 00:00:00", "closed": null, "received": "2023-04-19 21:24:00", "resolved": "2023-05-03 00:00:00", "escalated": null, "first_reminder": "2023-04-27 00:00:00" }, "imported_at": "2026-04-13T21:57:30.217101", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1181", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1181 } } }, { "model": "complaints.complaint", "pk": "7dd86423-a1c1-48d2-9ec0-216597c8ad10", "fields": { "created_at": "2025-10-06T09:40:00Z", "updated_at": "2026-04-13T19:02:59.922Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2025-10-5028", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The service was denied to the patient by Dr. Doaa due to a previous complaint filed by the patient.\"", "description": "\"The service was denied to the patient by Dr. Doaa due to a previous complaint filed by the patient.\"\n\n[Arabic]:\nتم رفض تقديم الخدمه للمريضه من قبل الدكتوره دعاء لوجود شكوى سابقه من قبلها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-08T09:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-06T09:40:00Z", "explanation_received_at": "2025-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5028, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "7df2d688-a39a-40e3-903a-2111cd836d0f", "fields": { "created_at": "2023-08-22T10:10:00Z", "updated_at": "2026-04-13T18:58:10.142Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1542", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy to get the medicine and asked the approvals employee to give me a number because I didn't know how to use the numbering system. She replied, \"Take a number and sit down.\" I said, \"I can't take a number, please let me through, I'm old.\" She said, \"Go ahead,\" in a loud voice, while I suffer from diabetes and high blood pressure, which led to my dissatisfaction and filing a complaint.", "description": "I went to the pharmacy to get the medicine and asked the approvals employee to give me a number because I didn't know how to use the numbering system. She replied, \"Take a number and sit down.\" I said, \"I can't take a number, please let me through, I'm old.\" She said, \"Go ahead,\" in a loud voice, while I suffer from diabetes and high blood pressure, which led to my dissatisfaction and filing a complaint.\n\n[Arabic]:\nتوجهت الى الصيدلية لصرف الدواء وطلبت مساعده من موظفة الموافقات ان تعطيني رقم لعدم معرفتي بجهاز الارقام واجابت ( خذ رقم واجلس ) قلت لااستطيع اخذ رقم لو سمحتي مشيني وانا كبير بالسن قالت ( توكل على الله ) وبصوت عالي وانا اعاني من سكر وضغط مما ادى الى استيائي ورفع شكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-21T21:00:00Z", "due_at": "2023-08-24T10:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-21T21:00:00Z", "explanation_received_at": "2023-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30053324, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-08-22 00:00:00", "closed": null, "received": "2023-08-22 13:10:00", "resolved": "2023-08-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.140078", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1542", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1542 } } }, { "model": "complaints.complaint", "pk": "7df7369f-7325-4b60-9cb5-f7535c910320", "fields": { "created_at": "2025-08-24T14:59:00Z", "updated_at": "2026-04-13T19:02:36.594Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم العلاج التنفسي", "expected_result": "", "reference_number": "CMP-2025-08-4662", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that the specialist was late, and this is not the first time there has been a delay.", "description": "The patient reports that the specialist was late, and this is not the first time there has been a delay.\n\n[Arabic]:\nيفيد المريض بتأخير الاخصائي وليست المره الاولى التي يتم فيها التأخير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-26T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-24T14:59:00Z", "explanation_received_at": "2025-08-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4662, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "7e0b7401-a46e-4285-947e-7d0807488428", "fields": { "created_at": "2024-01-16T14:56:00Z", "updated_at": "2026-04-13T18:59:07.275Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2076", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "They refused to admit the patient, even though his insurance category allows him to be admitted to the hospital without prior approval.", "description": "They refused to admit the patient, even though his insurance category allows him to be admitted to the hospital without prior approval.\n\n[Arabic]:\nرفضو استقبال المريض مع العلم ان فئة تامينه تدخله المستشفى بدون موافقه مسبقه .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-15T21:00:00Z", "due_at": "2024-01-18T14:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-15T21:00:00Z", "explanation_received_at": "2024-01-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-01-17T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308966, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-01-16 00:00:00", "closed": "2024-01-18 00:00:00", "received": "2024-01-16 17:56:00", "resolved": null, "escalated": null, "first_reminder": "2024-01-17 00:00:00" }, "imported_at": "2026-04-13T21:59:07.271406", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2076", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2076 } } }, { "model": "complaints.complaint", "pk": "7e2ca751-0a6f-41ac-817e-235a8340c050", "fields": { "created_at": "2023-03-01T10:50:00Z", "updated_at": "2026-04-13T18:57:08.571Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0948", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Negligence in providing medical care resulted in gallstones and gallbladder problems, leading to complications, severe pain, and bleeding. A stent placement procedure was scheduled, but the patient was not informed of this due to fasting. The surgery was postponed, and the patient is only given painkillers. As soon as the medication wears off, the pain returns.", "description": "Negligence in providing medical care resulted in gallstones and gallbladder problems, leading to complications, severe pain, and bleeding. A stent placement procedure was scheduled, but the patient was not informed of this due to fasting. The surgery was postponed, and the patient is only given painkillers. As soon as the medication wears off, the pain returns.\n\n[Arabic]:\nاهمال في تقديم الخدمه العلاجيه تم عمل حصوات ومراره ويجد مضاعفات والام شديده وتسببت بنزيف وتم اقرار عمليه تركيبي دعامه ولم يتم اشعار المريض بذلك من اجل الصيام وتم تاجيل التدخل الجراحي والمريض فقط على المسكنات ومجرد ماينتهي المعفول يرجع الالم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-28T21:00:00Z", "due_at": "2023-03-03T10:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-02-28T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245206, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-03-01 00:00:00", "closed": "2023-03-01 00:00:00", "received": "2023-03-01 13:50:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.560138", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0948", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الباطنية", "main": "الطبي" }, "original_complaint_num": 948 } } }, { "model": "complaints.complaint", "pk": "7e470e3c-44c3-4ee3-89ee-759510af1c35", "fields": { "created_at": "2025-01-04T11:01:00Z", "updated_at": "2026-04-13T19:01:10.959Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3454", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-06T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-04T11:01:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3454, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "7e560811-c089-44df-bc1c-419d332fa138", "fields": { "created_at": "2024-01-30T10:28:00Z", "updated_at": "2026-04-13T18:59:09.408Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2142", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Hello, I found blood stains on the blanket 3 times, please make sure blanket been clean and change it everyday to patients because that might make a disease", "description": "Hello, I found blood stains on the blanket 3 times, please make sure blanket been clean and change it everyday to patients because that might make a disease\n\n[Arabic]:\nمرحباً، لقد وجدت بقع دم على البطانية ثلاث مرات، يُرجى التأكد من نظافة البطانية وتغييرها يومياً للمرضى لأن ذلك قد يُسبب العدوى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-29T21:00:00Z", "due_at": "2024-02-01T10:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-29T21:00:00Z", "explanation_received_at": "2024-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239611, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2024-01-30 00:00:00", "closed": null, "received": "2024-01-30 13:28:00", "resolved": "2024-02-11 00:00:00", "escalated": null, "first_reminder": "2024-02-01 00:00:00" }, "imported_at": "2026-04-13T21:59:09.404013", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2142", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم النساء والولادة", "main": "التمريض" }, "original_complaint_num": 2142 } } }, { "model": "complaints.complaint", "pk": "7e590487-c0eb-4d4c-80cb-adf621fd533d", "fields": { "created_at": "2023-06-20T17:04:00Z", "updated_at": "2026-04-13T18:57:50.017Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1370", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the approval reception to inquire about the status of my request. The employee treated me poorly and gestured with her hands in a disrespectful manner to direct me towards the tests. When I said that I would file a complaint, she responded, \"If you want to file a complaint, go ahead.\"\n", "description": "I went to the approval reception to inquire about the status of my request. The employee treated me poorly and gestured with her hands in a disrespectful manner to direct me towards the tests. When I said that I would file a complaint, she responded, \"If you want to file a complaint, go ahead.\"\n\n\n[Arabic]:\n تم التوجهه لاستقبال الموافقات للاستفسار عن حالة الطلب وتم التعامل من قبل الموظفه بشكل سي والاشارات بيدها بطريقة غير محترمة لتوجههي للتحاليل وعند قولي باني ساقوم برفع شكوى قالت ( تبين ترفعين ارفعي شكوى ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-19T21:00:00Z", "due_at": "2023-06-22T17:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-19T21:00:00Z", "second_reminder_sent_at": "2023-06-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-19T21:00:00Z", "explanation_received_at": "2023-07-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30273760, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-06-20 00:00:00", "closed": null, "received": "2023-06-20 20:04:00", "resolved": "2023-07-19 00:00:00", "escalated": null, "first_reminder": "2023-06-20 00:00:00" }, "imported_at": "2026-04-13T21:57:50.011523", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1370", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1370 } } }, { "model": "complaints.complaint", "pk": "7e6761d9-df7e-4e9d-a0c0-b8d5c9d00c7c", "fields": { "created_at": "2024-11-27T16:13:00Z", "updated_at": "2026-04-13T19:00:51.342Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90799-FAHAD HAMAD ALROWILY ", "expected_result": "", "reference_number": "CMP-2024-11-3242", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was at 8:20. I arrived around 8:00 and waited for over an hour. At 9:20, a patient went in ahead of me to see the doctor, so I went to file a complaint. I had an exam and was late because of what happened. I request an explanation of what occurred.", "description": "My appointment was at 8:20. I arrived around 8:00 and waited for over an hour. At 9:20, a patient went in ahead of me to see the doctor, so I went to file a complaint. I had an exam and was late because of what happened. I request an explanation of what occurred.\n\n[Arabic]:\nموعدي كان 8:20 وصلت الساعة 8 تقريبا وقعدت في الانتظار اكثر من ساعة .. الساعة 9:20 دخل مريض قدامي\nعند الدكتور وذهبت لتقديم شكوى .. علما ان كان عندي اختبار وتأخرت عليه بسبب الذي حصل , أطالب بافادة عن الذي حصل .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-26T21:00:00Z", "due_at": "2024-11-29T16:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-26T21:00:00Z", "explanation_received_at": "2024-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": "2024-11-27T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30357745, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-11-27 00:00:00", "closed": "2024-11-28 00:00:00", "received": "2024-11-27 19:13:00", "resolved": null, "escalated": null, "first_reminder": "2024-11-27 00:00:00" }, "imported_at": "2026-04-13T22:00:51.333998", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3242", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 3242 } } }, { "model": "complaints.complaint", "pk": "7e7a156e-51a4-4355-921f-21a63b3ebfbf", "fields": { "created_at": "2023-06-10T14:27:00Z", "updated_at": "2026-04-13T18:57:49.211Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1338", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended on June 10, 2023, for the installation of a Holter device. After waiting for 40 minutes and experiencing delays, I was treated unprofessionally and informed that there were no batteries available and that the operating hours had ended. Additionally, there was food inside the clinic, which caused my dissatisfaction and led me to file a complaint.\n", "description": "I attended on June 10, 2023, for the installation of a Holter device. After waiting for 40 minutes and experiencing delays, I was treated unprofessionally and informed that there were no batteries available and that the operating hours had ended. Additionally, there was food inside the clinic, which caused my dissatisfaction and led me to file a complaint.\n\n\n[Arabic]:\nتم حضوري بتاريخ 10/6/2023 لتركيب جهاز ( الهولتر ) وبعد الانتظار 40 دقيقه والمماطله تم التعامل بطريقه غير مهنيه تفيديني انه لايوجد بطاريات وانتهاء الداوم الان وبالاضافة الى ( الاكل داخل العيادة ) مما ادى الى استيائي ورفع الشكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 59, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-18T21:00:00Z", "due_at": "2023-06-12T14:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-07T21:00:00Z", "second_reminder_sent_at": "2023-07-18T21:00:00Z", "escalated_at": "2023-07-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-06-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30270578, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-06-19 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-10 17:27:00", "resolved": null, "escalated": "2023-07-19 00:00:00", "first_reminder": "2023-07-08 00:00:00" }, "imported_at": "2026-04-13T21:57:49.199446", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1338", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني تخطيط القلب", "main": "الطبي" }, "original_complaint_num": 1338 } } }, { "model": "complaints.complaint", "pk": "7ebe5417-4c0c-4229-9c73-66abf3da385c", "fields": { "created_at": "2023-10-16T00:10:00Z", "updated_at": "2026-04-13T18:58:30.957Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2023-10-1721", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On behalf of my wife, Raghad Mubarak Al-Rashoud, I am writing to file a complaint against Dr. Marwa Hosni, the obstetrician/gynecologist at the hospital. On Wednesday, October 11, 2023, Dr. Marwa examined my wife's cervix and reported that it measured two fingers. She gave us a follow-up appointment for Saturday, October 14. On Friday, October 13, my wife experienced pain, so we went to the emergency room. After performing a fetal monitoring test, the emergency room doctor informed us that the p", "description": "On behalf of my wife, Raghad Mubarak Al-Rashoud, I am writing to file a complaint against Dr. Marwa Hosni, the obstetrician/gynecologist at the hospital. On Wednesday, October 11, 2023, Dr. Marwa examined my wife's cervix and reported that it measured two fingers. She gave us a follow-up appointment for Saturday, October 14. On Friday, October 13, my wife experienced pain, so we went to the emergency room. After performing a fetal monitoring test, the emergency room doctor informed us that the pain was not labor and that her cervix measured half a finger. The following day, October 14, we went to Dr. Marwa's clinic for a follow-up appointment. After the examination, Dr. Marwa said that my wife's cervix had dilated to three fingers and that labor had begun. Since then, my wife's suffering has been ongoing. Dr. Marwa has not explained the medical diagnosis or the treatment plan. We have asked her many questions, but the answer has always been the same: \"You're fine, come back in two hours.\" We have returned to the clinic several times, and the answer has always been the same. Finally, Dr. Marwa decided to admit my wife to the hospital at midnight. After my wife was admitted, she was examined by several doctors in the delivery room, all of whom agreed that her cervix was three fingers dilated. They informed us that labor would take time and that the attending physician was responsible for providing information. At 6:00 AM, the attending physician arrived after the ward doctor had ordered my water to break at 5:00 AM. We tried to ascertain my wife's condition, but the attending physician said that her cervix had dilated from three to four fingers. We were given an epidural because labor was imminent. After that, several examinations were conducted by other doctors, but the cervix remained the same size, three fingers dilated, and there was no progress in cervical dilation. Then the attending physician said that the cervix was dilated to five fingers. However, the ward doctors' diagnosis was that the cervix was three fingers dilated, with no progress or dilation. Whenever Dr. Marwa came, we would ask for clarification and information about the situation, but there was no response. The usual answer was, \"Two hours, and you'll be fine.\" At 5:00 PM on Sunday, October 15th, I went to file a complaint with the on-duty manager. Afterward, I explained the situation to Dr. Doaa, whose diagnosis differed from that of Dr. Marwa. Dr. Doaa intervened by stopping the induced labor, which was affecting the fetal heartbeat. Dr. Marwa then came and ordered that my wife be given an epidural. Ten minutes later, she returned and said we needed an emergency C-section. This decision was made before examining the cervix. We tried to explain the risks, but her behavior was unacceptable. She terrified my wife by raising the possibility of the baby being paralyzed. All of this happened just half an hour after I filed the complaint. Afterward, I asked Dr. Marwa for a second opinion.\n\nThere was no response to the patient's and her family's questions. Dr. Marwa did not provide a clear diagnosis, but rather gave vague and reassuring answers. She did not explain the treatment plan. She did not answer questions clearly, but only reassuringly. I also demand that the hospital cover the costs of the epidural if it is not covered by insurance. This is based on Dr. Marwa's statement that medical insurance will cover all costs. With highest regards, Ahmed bin Abdullah Al-Mutawa\n\n[Arabic]:\n أتقدم إليكم نيابة عن زوجتي، رغد مبارك الرشود ، بشكوى ضد الدكتورة مروة حسني، طبيبة النساء والولادة في المستشفى. يوم الأربعاء الموافق ،11/10/2023 عندما قامت الدكتورة مروة بفحص عنق الرحم لزوجتي، وأفادتنا بأنه مقاسه اثنان أصابع. وأعطتنا موعدًا للمتابعة يوم السبت .14/10 في يوم الجمعة الموافق ،13/10 شعرت زوجتي بألم، فذهبنا إلى قسم الطوارئ. وبعد إجراء تخطيط للطفل، أفادتنا طبيبة الطوارئ بأن الألم ليس طلقًا ولا ولادة، وأن مقياس عنق الرحم نصف أصبع. اليوم التالي، الموافق ،14/10 ذهبنا إلى عيادة الدكتورة مروة للمتابعة. وبعد الفحص، قالت الدكتورة مروة إن عنق الرحم زاد إلى ثلاثة أصابع، وأن الولادة بدأت. منذ ذلك الحين، بدأت معاناة زوجتي. فالدكتورة مروة لم تشرح لنا التشخيص الطبي للخطة العلاجية. وقد طرحنا عليها العديد من الأسئلة، لكن الجواب كان دائمًا واحدًا: أمورك تمام، تعالي بعد ساعتين . لقد عدنا إلى العيادة عدة مرات، وكانت الإجابة دائمًا هي نفسها. وفي النهاية، قررت الدكتورة مروة دخول زوجتي إلى المستشفى الساعة 12 ليًلا. بعد دخول زوجتي إلى\nالمستشفى، تم فحصها من قبل عدة طبيبات في غرفة الولادة، جميعهن اتفقوا على أن عنق الرحم ثلاثة أصابع. وأفادونا بأن الولادة تحتاج إلى وقت، وأن المعالج هو المسؤول عن تقديم المعلومات. في الساعة السادسة صباحًا، جاءت الدكتورة المعالجة بعد أن أمرت طبيبة الجناح بفض ماء الرحم الساعة الخامسة صباحًا. حاولنا معرفة حالة زوجتي، لكن الدكتورة المعالجة قالت إن الرحم انفتح من ثلاثة أصابع إلى أربعة أصابع. وتم إعطاؤنا إبرة الظهر\nبناءً على قرب الولادة. بعد ذلك، أجريت العديد من الفحوصات من قبل أطباء آخرين، لكن الرحم ظل على نفس المقاس، أي ثلاثة أصابع، ولم يحدث أي تقدم في توسع عنق الرحم. ثم قالت الدكتورة المعالجة إن الرحم في حالة توسع إلى خمسة أصابع. لكن تشخيص أطباء الجناح كان أن الرحم ثلاثة أصابع، ولا يوجد أي تقدم أو توسع. عندما كانت تأتي الدكتورة مروة، كنا نطلب توضيحًا واستفسارًا عن الحالة، لكن لم يكن هناك أي تجاوب. وكان الجواب المعتاد هو ساعتين، وأمورك تمام . في الساعة الخامسة مساءً يوم الأحد ،15/10، ذهبت لتقديم شكوى لدى المدير المناوب. وبعد ذلك شرحت الأمر لدكتورة دعاء، التي كان تشخيصها مختلفًا عن تشخيص الدكتورة مروة. وقد تدخلت الدكتورة دعاء بإيقاف الطلق الصناعي الذي أثر على نبض الجنين. ثم جاءت الدكتورة مروة وأعطت أمرًا باعطاء زوجتي إبر مرخية لعنق الرحم. وبعد عشر دقائق، عادت وقالت إننا بحاجة إلى عملية قيصرية عاجلة. هذا القرار تم اتخاذه قبل فحص عنق الرحم. وقد حاولنا توضيح المخاطر، لكن السلوك كان غير مقبول جدًا. وقد أدخلت زوجتي في حالة رعب بطرح احتمال شلل الطفل. وقد حدث كل هذا بعد نصف ساعة فقط من تقديم الشكوى. وبعد ذلك، طلبت من الدكتورة مروة رأي طبيب آخر. \nلم يكن هناك تجاوب مع أسئلة المريضة وعائلتها. * من قبل الطبيبه مروى عدم إعطاء التشخيص الطبي بوضوح، بل بطريقة مبهمة وطمأنة فقط. * عدم شرح الخطة العلاجية. * عدم الإجابة على الأسئلة بوضوح، بل بالإجابة بتطمين فقط. كما أطالب المستشفى بتغطية تكاليف إبرة الظهر، إذا لم تتم الموافقة عليها من قبل التأمين. وذلك بناءً على إفادة الدكتورة مروة بأن التأمين الطبي سيغطي التكاليف بالكامل. وتفضلوا بقبول فائق التقدير والاحترام، أحمد بن عبداالله المطوع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-17T21:00:00Z", "due_at": "2023-10-18T00:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-17T21:00:00Z", "explanation_received_at": "2023-11-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284198, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Examination", "classification": "Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-10-18 00:00:00", "closed": null, "received": "2023-10-16 03:10:00", "resolved": "2023-11-07 00:00:00", "escalated": null, "first_reminder": "2023-10-18 00:00:00" }, "imported_at": "2026-04-13T21:58:30.948220", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1721", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 1721 } } }, { "model": "complaints.complaint", "pk": "7edd52bd-853d-4ec5-b8de-9eecae218cc2", "fields": { "created_at": "2023-10-29T06:03:00Z", "updated_at": "2026-04-13T18:58:32.761Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1769", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in uploading the (weapon inspection) report via the website.", "description": "There was a delay in uploading the (weapon inspection) report via the website.\n\n[Arabic]:\nتاخير في رفع تقرير (فحص السلاح ) عبر الموقع.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-28T21:00:00Z", "due_at": "2023-10-31T06:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-28T21:00:00Z", "explanation_received_at": "2023-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30008062, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-29 00:00:00", "closed": null, "received": "2023-10-29 09:03:00", "resolved": "2023-10-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.754383", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1769", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1769 } } }, { "model": "complaints.complaint", "pk": "7f0503a9-b3a9-42ca-93b2-952a586c5e6f", "fields": { "created_at": "2023-03-11T12:26:00Z", "updated_at": "2026-04-13T18:57:17.336Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ABDELMONEM IBRAHIM AHMED ELSHAZLY", "expected_result": "", "reference_number": "CMP-2023-03-0999-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "7e0e71c5-25e2-404f-a080-19a340d63fa4", "staff": "72bebcab-4a03-47fb-8c08-3cac8a19f489", "title": "On March 11, 2023, an appointment was scheduled for the procedure (insertion of a urinary catheter with injection of a contrast dye). The patient went to the emergency department for catheter insertion, and a catheter larger than the child's size was inserted. After going to the radiology department and injecting half of the contrast dye, the catheter came out of place, and Dr. Abdulmonem left.We went to the doctors' lounge without paying attention to the matter and completing the medical proced", "description": "On March 11, 2023, an appointment was scheduled for the procedure (insertion of a urinary catheter with injection of a contrast dye). The patient went to the emergency department for catheter insertion, and a catheter larger than the child's size was inserted. After going to the radiology department and injecting half of the contrast dye, the catheter came out of place, and Dr. Abdulmonem left.We went to the doctors' lounge without paying attention to the matter and completing the medical procedure and follow-up. After that, we contacted the emergency room doctor and tried to insert another catheter several times, but to no avail. The doctor informed us that he would call a pediatric surgeon. I then went to the head of the radiology department, Saeed, and informed him of the problem. He mentioned that as long as the two doctors were present, go to them and they would contact you later, but without any attention. Because the catheter went out and in more than twice, it caused very severe pain for the child, which led to our dissatisfaction and our leaving without doing the X-ray.\n\n[Arabic]:\n تم الحضور بتاريخ 11 مارس 2023م ( الاجراء هو تركيب قسطرة بولية مع حقن صبغة ملونة) تم حجز\nموعد للإجراء الطبي المذكور أعلاه ، تم التوجهه الى قسم الطوارئ لتركيب القسطرة وتم تركيب قسطرة اكبر من مقاس الطفل وبعد التوجهه لقسم الاشعة وبعد حقن نصف المادة الملونه ولكن خرجت القسطرة من مكانها وتم خروج الطبيب عبدالمنعم والذهاب الى استراحة الاطباء دون الاهتمام بالامر واكمال الاجراء الطبي والمتابعه بعد ذلك تم التواصل مع طبيب الطوارئ وتم محاول تركيب قسطرة اخرى عدة مرات ولكن دون جدوى ابلغنا الطبيب سأستدعي متخصص في جراحة الاطفال تم توجهي الى مدير قسم الاشعة سعيد وابلاغه بالاشكالية وذكر أنه طالما الطبيبين موجودين اذهب لهم وسيتم التواصل معك لاحقا ولكن دون اي اهتمام وبسبب خروج ودخول القسطرة اكثر من مرتين ادت لآلام شديدة جدا للطفل مما ادى الى استيائنا ومغادرتنا دون عمل الاشعة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-10T21:00:00Z", "due_at": "2023-03-13T12:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-11T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-10T21:00:00Z", "explanation_received_at": "2023-03-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254362, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional\nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-03-11 00:00:00", "closed": null, "received": "2023-03-11 15:26:00", "resolved": "2023-05-10 00:00:00", "escalated": null, "first_reminder": "2023-03-12 00:00:00" }, "imported_at": "2026-04-13T21:57:17.331901", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0999-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 999 } } }, { "model": "complaints.complaint", "pk": "7f570cd7-7740-40af-b916-585d2c3c2b5a", "fields": { "created_at": "2025-06-21T07:25:00Z", "updated_at": "2026-04-13T19:02:11.800Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "منسقة عمليات الدكتور محمد العطاس ", "expected_result": "", "reference_number": "CMP-2025-06-4341", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient's surgery date has not been confirmed on the specified day.", "description": " The patient's surgery date has not been confirmed on the specified day.\n\n[Arabic]:\nلم يتم تاكيد موعد العمليه للمريض باليوم المحدد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-23T07:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-21T07:25:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4341, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "7fa25221-4365-4c88-ab82-a49a927ac193", "fields": { "created_at": "2024-04-06T11:06:00Z", "updated_at": "2026-04-13T18:59:36.738Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2353", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was treated in an inappropriate, rude, and disrespectful manner because our two-year-old daughter stood on a chair in the waiting area. The staff expressed their displeasure with this behavior and blamed us for allowing it to happen as her guardians. Necessary action should be taken regarding how patients are treated by the cleaning staff. Thank you for your cooperation", "description": "I was treated in an inappropriate, rude, and disrespectful manner because our two-year-old daughter stood on a chair in the waiting area. The staff expressed their displeasure with this behavior and blamed us for allowing it to happen as her guardians. Necessary action should be taken regarding how patients are treated by the cleaning staff. Thank you for your cooperation\n\n[Arabic]:\nتم التعامل معي بطريقة غير لائقة وفظة وغير محترمة بسبب ان ابنتنا ذات العامين كانت قد وقفت على كرسي منطقة الإنتظار حيث أبدت امتعاضها من هذا التصرف وقامت بإلقاء اللوم علينا بسبب اننا اولياء امرها وسمحنا لهذا بأن يحدث . يجب اتخاذ الاجراء اللازم كما يجب فيما يخص التعامل مع المرضى من قبل طاقم قسم النظافة شاكرين لكم تعاونكم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-06T21:00:00Z", "due_at": "2024-04-08T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-06T21:00:00Z", "explanation_received_at": "2024-04-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30138016, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-04-07 00:00:00", "closed": null, "received": "2024-04-06 14:06:00", "resolved": "2024-04-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.734767", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2353", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 2353 } } }, { "model": "complaints.complaint", "pk": "7fa35df1-79e4-4893-9d7e-4219b6f29413", "fields": { "created_at": "2022-11-14T12:14:00Z", "updated_at": "2026-04-13T18:56:31.661Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.EKRAM ALLUBANI", "expected_result": "", "reference_number": "CMP-2022-11-0540", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My condition was diagnosed by the doctor as having hemorrhoids inside and outside the area, and I was asked to have a sliver because I was unable to sit. He told me to give him one day, and when I discussed it with him, he raised his voice at me and expelled me from the clinic. Note that the doctor was receiving calls during my visit, and I was treated unprofessionally.", "description": "My condition was diagnosed by the doctor as having hemorrhoids inside and outside the area, and I was asked to have a sliver because I was unable to sit. He told me to give him one day, and when I discussed it with him, he raised his voice at me and expelled me from the clinic. Note that the doctor was receiving calls during my visit, and I was treated unprofessionally.\n\n[Arabic]:\nتم تشخيص حالتي من قبل الدكتور بوجود بواسير داخل وخارج المنطقه وتم طلب سكليف لعدم قدرتي على الجلوس وتم اخباري من قبله ياعطائي يوم واحد وعند مناقشته تم رفع الصوت علي من قبله وتم طردي من العياده علما ان الدكتور كان يتلقى اتصالات اثناء وقتي معه بالزياره وتم التعامل معي بطريقة غير مهنيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-13T21:00:00Z", "due_at": "2022-11-16T12:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-13T21:00:00Z", "explanation_received_at": "2022-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30233094, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-14 00:00:00", "closed": null, "received": "2022-11-14 15:14:00", "resolved": "2022-11-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.657058", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0540", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 540 } } }, { "model": "complaints.complaint", "pk": "7fc124c4-82f3-4549-a103-168777524a29", "fields": { "created_at": "2025-12-27T10:38:00Z", "updated_at": "2026-04-13T19:03:25.436Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that the epidural was delayed and the delivery occurred without it being beneficial.", "description": "The patient reports that the epidural was delayed and the delivery occurred without it being beneficial.\n\n[Arabic]:\nتفيد المريضه بانه تم التأخير في اعطاء ابرة الظهر وتمت الولاده دون الاستفاده منها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-29T10:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-27T10:38:00Z", "explanation_received_at": "2025-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5529, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "7ff9dd01-7845-40fa-b94e-6b0555dee5ad", "fields": { "created_at": "2024-05-08T11:10:00Z", "updated_at": "2026-04-13T18:59:46.808Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2445", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On May 4, we visited the laboratory to conduct the following tests: 1) HbA1C, 2) TSH, 3) Glucose (Random), and 4) CBC, as requested by the doctor. The results for CBC and TSH were issued in the Al Hammadi app. For four days, I checked the app daily to obtain the results of the remaining tests, but I received no updates.\n\nI called the hospital, but there was no response. Today, on May 8, 2023, I went to the hospital, and when I asked the lab doctor, I was informed that the sample was insufficient", "description": "On May 4, we visited the laboratory to conduct the following tests: 1) HbA1C, 2) TSH, 3) Glucose (Random), and 4) CBC, as requested by the doctor. The results for CBC and TSH were issued in the Al Hammadi app. For four days, I checked the app daily to obtain the results of the remaining tests, but I received no updates.\n\nI called the hospital, but there was no response. Today, on May 8, 2023, I went to the hospital, and when I asked the lab doctor, I was informed that the sample was insufficient for all tests and that I needed to go home to bring the patient back so they could take a new sample (note that no one contacted us during these four days). The patient is still waiting for a response.\n\n[Arabic]:\nفي يوم 4 مايو حضرنا للمختبر لاجراء تحاليل الاتي -1C1HBa -2 TSH -3GLUCOSE) RANDOM (-4CBC وذلك\nحسب طلب الطبيب - تم اصدار نائج التحاليل لل CBC و TSHفي تطبيق الحمادي و لمدة 4 ايام كل يوم ادخل التطبيق لكي احصل على نتائح التحاليل المتبقية قمت بالاتصال بالمستشفى و لكن لايوجد رد. توجهت اليوم 8/5/2023 الى المستشفى و عند سؤال دكتورة المختبر كان الرد ان العينة غير كافية لجميع التحاليل و علي الذهاب الى البيت لاحضار المريضة لكي يسحبوا عينة جديدة (مع العلم لم يتصل بنا اي احد خلال\nهذا الايام الاربعة) وما زالت المريضة بانتظار الرد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-19T21:00:00Z", "due_at": "2024-05-10T11:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-19T21:00:00Z", "explanation_received_at": "2024-05-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056756, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.6.Loss of a patient sample" }, "timeline": { "sent": "2024-05-20 00:00:00", "closed": null, "received": "2024-05-08 14:10:00", "resolved": "2024-05-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:46.805955", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2445", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2445 } } }, { "model": "complaints.complaint", "pk": "8033d696-6607-4c69-b904-a300d7473ca5", "fields": { "created_at": "2024-10-05T13:36:00Z", "updated_at": "2026-04-13T19:00:37.441Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HAJER'S NURSE", "expected_result": "", "reference_number": "CMP-2024-10-3000", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": " WE CAME 30 MIN BEFORE OUR APPOINTMEN AND WAITED 15 MINUTES MORE AND WHEN WE ASKED THE NURSE WHEN WE ARE GOING IN SHE SAID WHAT MEANT \" TIME DOESNT MATTER AND IF YOU WANT TO CANCEL THE APPOINTMENT CANCEL IT\" THE MANNER WAS SO UNPROFFESIONAL , AS A RESULT WE CANCELLED THE APPOINTMENT AND WENT TO ANOTHER HOSPITAL BUT I BRING FORWARD IN THIS COMPLAINT THE ATTITUDE OF THE NURSE TOWARDS THE PATIENTS ..", "description": " WE CAME 30 MIN BEFORE OUR APPOINTMEN AND WAITED 15 MINUTES MORE AND WHEN WE ASKED THE NURSE WHEN WE ARE GOING IN SHE SAID WHAT MEANT \" TIME DOESNT MATTER AND IF YOU WANT TO CANCEL THE APPOINTMENT CANCEL IT\" THE MANNER WAS SO UNPROFFESIONAL , AS A RESULT WE CANCELLED THE APPOINTMENT AND WENT TO ANOTHER HOSPITAL BUT I BRING FORWARD IN THIS COMPLAINT THE ATTITUDE OF THE NURSE TOWARDS THE PATIENTS ..\n\n[Arabic]:\nوصلنا قبل موعدنا بـ 30 دقيقة وانتظرنا 15 دقيقة أخرى، وعندما سألنا الممرضة متى سندخل، قالت ما معناه \"الوقت لا يهم، وإذا أردتم إلغاء الموعد فألغوه\". كان أسلوبها غير مهني على الإطلاق، ونتيجة لذلك ألغينا الموعد وذهبنا إلى مستشفى آخر. لكنني أثير في هذه الشكوى مسألة سلوك الممرضة تجاه المرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-08T21:00:00Z", "due_at": "2024-10-07T13:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-08T21:00:00Z", "explanation_received_at": "2024-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-12T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30178831, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-10-09 00:00:00", "closed": null, "received": "2024-10-05 16:36:00", "resolved": "2024-10-13 00:00:00", "escalated": null, "first_reminder": "2024-10-10 00:00:00" }, "imported_at": "2026-04-13T22:00:37.427053", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3000", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 3000 } } }, { "model": "complaints.complaint", "pk": "806d668c-57ae-43a1-8bcf-2b6644869ced", "fields": { "created_at": "2025-04-07T18:16:00Z", "updated_at": "2026-04-13T19:01:46.785Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.سليمان الحفظي", "expected_result": "", "reference_number": "CMP-2025-04-3981", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The prescription has not been uploaded to the Rqeeb website.", "description": "The prescription has not been uploaded to the Rqeeb website.\n\n[Arabic]:\nلم يتم رفع الوصفة لرقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T18:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T18:16:00Z", "explanation_received_at": "2025-04-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3981, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "806d8a14-dfbc-41a5-83e0-582619ba4652", "fields": { "created_at": "2025-09-23T12:30:00Z", "updated_at": "2026-04-13T19:02:49.917Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4930", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complaint states that the patient underwent laboratory tests on Saturday, September 13, and was informed by the doctor that the results would appear within a maximum of 3 days. However, as of the date of this complaint, the results have not appeared via the application. The patient also reported attempting to contact the hospital several times for follow-up, being transferred to the reception department each time without receiving any response or actual follow-up regarding their status, whic", "description": "The complaint states that the patient underwent laboratory tests on Saturday, September 13, and was informed by the doctor that the results would appear within a maximum of 3 days. However, as of the date of this complaint, the results have not appeared via the application. The patient also reported attempting to contact the hospital several times for follow-up, being transferred to the reception department each time without receiving any response or actual follow-up regarding their status, which indicates a delay in delivering the results and a lack of effectiveness in communication and follow-up from the medical facility.\n\n[Arabic]:\nيتضح من الشكوى أن المريض أجرى تحاليل مخبرية يوم السبت 13 سبتمبر، وأخبره الطبيب بأن النتائج ستظهر في غضون 3 أيام كحد أقصى. ومع ذلك، حتى تاريخ تقديم هذه الشكوى، لم تظهر النتائج عبر التطبيق. وقد أفاد المريض أيضًا بأنه حاول التواصل عدة مرات مع المستشفى لمتابعة الأمر، حيث تم تحويله إلى قسم الاستقبال في كل مرة دون تلقي أي رد أو متابعة فعلية لحالته، مما يشير إلى تأخير في تسليم النتائج وعدم فعالية في عملية التواصل والمتابعة من جانب المنشأة الطبية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-25T12:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-23T12:30:00Z", "explanation_received_at": "2025-09-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4930, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "80a73d62-7c75-467d-9733-29a07fa6a6e8", "fields": { "created_at": "2024-02-05T10:52:00Z", "updated_at": "2026-04-13T18:59:17.845Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2174", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I gave birth at Al Hammadi Hospital and I have Tawuniya insurance that covers the entire delivery package, and I didn't pay a single riyal. It also covers the epidural, and when I mentioned it, they said I had to pay upfront and then they'd reimburse me. I paid up, but they didn't reimburse me.", "description": "I gave birth at Al Hammadi Hospital and I have Tawuniya insurance that covers the entire delivery package, and I didn't pay a single riyal. It also covers the epidural, and when I mentioned it, they said I had to pay upfront and then they'd reimburse me. I paid up, but they didn't reimburse me.\n\n[Arabic]:\nولدت في مستشفى الحمادي وعندي تامين تعاونيه يغطي جميع بكج الولادة ومادفعت ولا ريال ويغطي ابرة الظهر ولما قلت قالو لازم تدفعين بعدين نرجعها ودفعت ولا رجعوها لي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-04T21:00:00Z", "due_at": "2024-02-07T10:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-04T21:00:00Z", "explanation_received_at": "2024-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-06T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30271626, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-02-05 00:00:00", "closed": null, "received": "2024-02-05 13:52:00", "resolved": "2024-02-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:17.842451", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2174", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2174 } } }, { "model": "complaints.complaint", "pk": "80acd788-524b-40f9-9e42-fa72c5fb5a26", "fields": { "created_at": "2023-06-20T05:59:00Z", "updated_at": "2026-04-13T18:57:49.944Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NORAH ALDAKHEEL", "expected_result": "", "reference_number": "CMP-2023-06-1364", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was canceled, and I was not informed via a text message or call from the hospital. When I arrived at the hospital, the reception staff informed me that all appointments had been canceled. Some other patients confirmed that they had received messages regarding their cancellations.", "description": "My appointment was canceled, and I was not informed via a text message or call from the hospital. When I arrived at the hospital, the reception staff informed me that all appointments had been canceled. Some other patients confirmed that they had received messages regarding their cancellations.\n\n[Arabic]:\nتم الغاء الموعد ولم يتم اخباري برساله نصية او اتصال من قبل المستشفى وحين اتيت للمستشفى تم اخباري من قبل موظف الاستقبال ان جميع المواعيد تم الغاها حيث تم التاكد من قبل بعض المراجعين بوجود رسائل لديهم بالالغاء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-23T21:00:00Z", "due_at": "2023-06-22T05:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-24T21:00:00Z", "second_reminder_sent_at": "2023-07-07T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-23T21:00:00Z", "explanation_received_at": "2023-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-07-18T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30068283, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.5.Appointment cancellation" }, "timeline": { "sent": "2023-06-24 00:00:00", "closed": "2023-07-19 00:00:00", "received": "2023-06-20 08:59:00", "resolved": "2023-07-19 00:00:00", "escalated": null, "first_reminder": "2023-06-25 00:00:00" }, "imported_at": "2026-04-13T21:57:49.940886", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1364", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1364 } } }, { "model": "complaints.complaint", "pk": "80d2245e-8aa3-40c1-abe5-1eb2c53b56a7", "fields": { "created_at": "2022-09-28T16:41:00Z", "updated_at": "2026-04-13T18:56:09.394Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0285", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacy employee responsible for restricted prescriptions was not present, and the patient waited for approximately two hours until the employee arrived.", "description": "The pharmacy employee responsible for restricted prescriptions was not present, and the patient waited for approximately two hours until the employee arrived.\n\n[Arabic]:\nعدم تواجد موظف الصيدلية المسؤول عن الوصفات المقيدة وتم انتظار المريض مايقارب الساعتين حتى حضور الموظف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 205, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-27T21:00:00Z", "due_at": "2022-09-30T16:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-27T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1182431, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-28 00:00:00", "closed": null, "received": "2022-09-28 19:41:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:09.391721", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0285", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية - السويدي", "main": "الطبي" }, "original_complaint_num": 285 } } }, { "model": "complaints.complaint", "pk": "80f7396e-ddfa-42a5-8e2b-5f2854cfc49b", "fields": { "created_at": "2025-02-04T10:43:00Z", "updated_at": "2026-04-13T19:01:23.651Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3657", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Disregard for the references, lack of respect for his emergency condition, neglect of nursing care, and delay in taking the measures recommended by the doctor, which led to my forced departure to another hospital for non-emergency reasons.", "description": "\"Disregard for the references, lack of respect for his emergency condition, neglect of nursing care, and delay in taking the measures recommended by the doctor, which led to my forced departure to another hospital for non-emergency reasons.\n\n[Arabic]:\n عدم الاهتمام بالمراجع وعدم احترام حالته الطارئه واهمال التمريض وتأخير اتخاذ الاجراء الموصى به من قبل\nالطبيب مما ادى لخروجي اضطراريا لغير طوارئ في مشفى اخر .", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-06T10:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-04T10:43:00Z", "explanation_received_at": "2025-02-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3657, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "80f94de6-5bdf-424d-8ca7-c4ab760c5667", "fields": { "created_at": "2023-02-02T13:44:00Z", "updated_at": "2026-04-13T18:57:05.436Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0850", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submitted a request for premarital testing, but there was a delay in service delivery. It turned out to be an employee error, and I was informed that I would be compensated and the sample would be retaken. However, the following day, I contacted the hospital and was informed that there would be no compensation and that there was no error on the part of Al Hammadi Hospital.\n", "description": "I submitted a request for premarital testing, but there was a delay in service delivery. It turned out to be an employee error, and I was informed that I would be compensated and the sample would be retaken. However, the following day, I contacted the hospital and was informed that there would be no compensation and that there was no error on the part of Al Hammadi Hospital.\n\n\n[Arabic]:\nتم رفع طلب تحاليل ماقبل الزواج وحصول تاخير بتقديم الخدمة واتضح وجود خطاء موظف ، وتمت الافادة انھ\nسوف يتم تعويضي واعادة اخذ العينة وفي اليوم التالي تم التواصل من المستشفى والافادة انھ لن يتم التعويض\nولايوجد خطاء من قبل مستشفى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-01T21:00:00Z", "due_at": "2023-02-04T13:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-01T21:00:00Z", "explanation_received_at": "2023-02-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2023-02-02 00:00:00", "closed": null, "received": "2023-02-02 16:44:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.434198", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0850", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 850 } } }, { "model": "complaints.complaint", "pk": "815f4a0e-c544-4e98-8284-caea5c0a9fb0", "fields": { "created_at": "2023-11-11T15:02:00Z", "updated_at": "2026-04-13T18:58:42.611Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1829", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of antiviral medication", "description": "Lack of antiviral medication\n\n[Arabic]:\nعدم توفر دواء مضاد الفايروسات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T15:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30183276, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 18:02:00", "resolved": "2023-11-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.607402", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1829", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1829 } } }, { "model": "complaints.complaint", "pk": "8161624e-a65f-42f6-9838-0a98b9283cd1", "fields": { "created_at": "2024-11-30T05:53:00Z", "updated_at": "2026-04-13T19:00:51.550Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3253", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the hospital on Thursday, November 21st, for a root canal procedure with Dr. Farhan Abdulaziz. The doctor submitted a claim to the insurance company for a two-canal root canal (costing 1800 riyals). The insurance company granted partial approval because the coverage amount was insufficient, and I paid the difference in cash (446 riyals). Later, when I inquired at the clinic, I was informed that the root canal cost 1440 riyals, not 1800 riyals, and that some services covered by insuranc", "description": "I went to the hospital on Thursday, November 21st, for a root canal procedure with Dr. Farhan Abdulaziz. The doctor submitted a claim to the insurance company for a two-canal root canal (costing 1800 riyals). The insurance company granted partial approval because the coverage amount was insufficient, and I paid the difference in cash (446 riyals). Later, when I inquired at the clinic, I was informed that the root canal cost 1440 riyals, not 1800 riyals, and that some services covered by insurance are more expensive than cash payments. However, there is no evidence to support this claim of a price difference, as I was not informed of it before completing the procedure at the hospital.\n\n[Arabic]:\nذهبت للمستشفى يوم الخميس ٢١ نوفمبر لعمل اجراء سحب عصب لدى الدكتور فرحان عبدالعزيز. وقام الدكتور برفع طلب لشركة التأمين لعمل سحب عصب لضرس بقناتين (بقيمة ١٨٠٠ ريال) و قام التأمين بعمل موافقة جزئية حيث ان مبلغ التغطية لا يكفي و قمت بدفع مبلغ الفرق كاش (٤٤٦ ريال). وتم ابلاغي لاحقا عندما استفسرت من العيادة عن تكلفة سحب العصب بقيمة ١٤٤٠ ريال وليس ١٨٠٠ ريال وان بعض الخدمات بالتأمين تكلفتها تكون أعلى من الدفع بالكاش، ولا يوجد مايثبت ذلك بوجود اختلاف الاسعار كما ذكر حيث لم يتم الابلاغ به سابقا قبل اكمال الخدمة لدى المستشفى .\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-29T21:00:00Z", "due_at": "2024-12-02T05:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-30T21:00:00Z", "second_reminder_sent_at": "2024-12-01T21:00:00Z", "escalated_at": "2024-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-29T21:00:00Z", "explanation_received_at": "2024-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30164268, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-11-30 00:00:00", "closed": null, "received": "2024-11-30 08:53:00", "resolved": "2024-12-07 00:00:00", "escalated": "2024-12-03 00:00:00", "first_reminder": "2024-12-01 00:00:00" }, "imported_at": "2026-04-13T22:00:51.545767", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3253", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3253 } } }, { "model": "complaints.complaint", "pk": "81894f6d-19f7-48b1-9111-c08e34ab2dce", "fields": { "created_at": "2025-11-13T06:37:00Z", "updated_at": "2026-04-13T19:03:13.381Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAHMOUD MAHER ABDELATTY ABDELAZIZ", "expected_result": "", "reference_number": "CMP-2025-11-5285", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that procedures are being performed that are unrelated to her medical condition.\"", "description": "\"The patient states that procedures are being performed that are unrelated to her medical condition.\"\n\n[Arabic]:\nتفيد المريضه بانه يتم عمل اجراءات ليس لها علاقه بالحاله الصحيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T06:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T06:37:00Z", "explanation_received_at": "2025-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5285, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "81ba3c63-a927-4144-94aa-8216a810cbaf", "fields": { "created_at": "2025-07-06T11:16:00Z", "updated_at": "2026-04-13T19:02:22.382Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-07-4421", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The initial approval request was submitted at 6:03 PM, and a response from the insurance company was received approximately 15 minutes later, indicating that the request was missing some required information.\n\n\n\nI contacted the hospital’s approval department at around 6:20 PM, and they informed me that the request would be resent to the physician to complete the missing details. The service provider then left.\n\n\n\nAt 6:55 PM, I called the approval department again to inform them that I had not re", "description": "The initial approval request was submitted at 6:03 PM, and a response from the insurance company was received approximately 15 minutes later, indicating that the request was missing some required information.\n\n\n\nI contacted the hospital’s approval department at around 6:20 PM, and they informed me that the request would be resent to the physician to complete the missing details. The service provider then left.\n\n\n\nAt 6:55 PM, I called the approval department again to inform them that I had not received any notification confirming the resubmission of the request with the updated information. I was told that it would be sent.\n\n\n\nTwenty minutes later, I called again to confirm whether the request had been sent, as I still had not received any notification. I was informed that it had been sent and that they were waiting for a response from the insurance company.\n\n\n\nHowever, when I checked the insurance company’s app, I found that the request had not been updated, and I had not received any notification up to the time of submitting this complaint.\n\n\n\n[Arabic]:\nتاخير بمتابعة طلب شركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T11:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T11:16:00Z", "explanation_received_at": "2025-07-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4421, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "81c8246f-3d89-423e-9609-58d1c2c83665", "fields": { "created_at": "2024-03-19T21:29:00Z", "updated_at": "2026-04-13T18:59:27.442Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2303", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Pregnancy hormone tests were done and did not appear through the application. I tried to contact the hospital to resolve the issue, but the problem was not resolved.", "description": "Pregnancy hormone tests were done and did not appear through the application. I tried to contact the hospital to resolve the issue, but the problem was not resolved.\n\n[Arabic]:\nتم عمل تحاليل (هرمون حمل ) ولم تظهر عبر التطبيق وحاولت الاتصال بالمستشفى لحل الاشكالية ولم يتم حل المشكله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-19T21:00:00Z", "due_at": "2024-03-21T21:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-19T21:00:00Z", "explanation_received_at": "2024-03-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30250925, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2024-03-20 00:00:00", "closed": null, "received": "2024-03-20 00:29:00", "resolved": "2024-03-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.434743", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2303", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2303 } } }, { "model": "complaints.complaint", "pk": "81da4e5f-a1b6-46da-ae30-fea8eeab9ec7", "fields": { "created_at": "2023-08-15T08:44:00Z", "updated_at": "2026-04-13T18:58:09.631Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1526", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor visited me on August 5, 2023, due to moderate to severe hearing loss. The doctor recommended a hearing aid, but the request remains pending to this day between Al Hammadi Hospital and the Tawuniya Insurance Company because the request has not yet been transferred to the Hearing Aid Center.", "description": "The doctor visited me on August 5, 2023, due to moderate to severe hearing loss. The doctor recommended a hearing aid, but the request remains pending to this day between Al Hammadi Hospital and the Tawuniya Insurance Company because the request has not yet been transferred to the Hearing Aid Center.\n\n[Arabic]:\nتمت زيارة الطبيب بتاريخ 5/8/2023 بسبب ضعف سمع متوسط الى شديد. واوصى الطبيب بسماعة طبية ولكن الطلب مازال معلق وحتى تاريخ اليوم ما بين مستشفى الحمادي وشركة التعاونية للتأمين بسبب عدم تحويل الطلب الى مركز اجهزة سمعيات.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T08:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-08-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182453, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": "2023-08-24 00:00:00", "received": "2023-08-15 11:44:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.628186", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1526", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1526 } } }, { "model": "complaints.complaint", "pk": "81ea8fcf-a3a2-416a-9621-c2601c7c86f8", "fields": { "created_at": "2022-12-03T10:56:00Z", "updated_at": "2026-04-13T18:56:42.105Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MUTAZ JAMAL", "expected_result": "", "reference_number": "CMP-2022-12-0622", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 19, 2022, I went to the hospital to see Dr. Shaimaa. I was suffering from a headache and I was eight months pregnant. I was referred to Dr. Moataz by the doctor and a request was made for me to be admitted, but under the name of Dr. Moataz. After that, the insurance refused to approve the delivery because of the admission under the name of Dr. Moataz previously, and the first admission request was submitted under the name of Dr. Shaimaa.", "description": "On October 19, 2022, I went to the hospital to see Dr. Shaimaa. I was suffering from a headache and I was eight months pregnant. I was referred to Dr. Moataz by the doctor and a request was made for me to be admitted, but under the name of Dr. Moataz. After that, the insurance refused to approve the delivery because of the admission under the name of Dr. Moataz previously, and the first admission request was submitted under the name of Dr. Shaimaa.\n\n[Arabic]:\nبتاريخ 19 اكتوبر 2022م تم حضوري للمستشفى لدى الطبيبة شيماء وكنت اعاني من صداع وانا حامل بالشهر الثامن تم تحويلي الى الطبيب معتز من قبل الطبيبة وتم طلب تنويم لي ولكن تحت اسم الدكتور معتز بعد ذلك تم رفض موافقة عملية الولادة من قبل التامين بسبب التنويم تحت اسم الطبيب معتز سابقا ولمن يتم تنزيل طلب التنويم الاول تحت اسم الطبيبة شيماء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-02T21:00:00Z", "due_at": "2022-12-05T10:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-02T21:00:00Z", "explanation_received_at": "2022-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1771839, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-12-03 00:00:00", "closed": null, "received": "2022-12-03 13:56:00", "resolved": "2022-12-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.099688", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0622", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 622 } } }, { "model": "complaints.complaint", "pk": "81f288fb-a26d-468b-b7c8-1047565c3e45", "fields": { "created_at": "2025-09-01T06:19:00Z", "updated_at": "2026-04-13T19:02:46.055Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4711", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that she came to the hospital and paid for an EEG procedure, but she was not contacted to schedule an appointment.\"", "description": "\"The patient states that she came to the hospital and paid for an EEG procedure, but she was not contacted to schedule an appointment.\"\n\n[Arabic]:\nتفيد المريضه بانها جاءت للمستشفى ودفعت ثمن اجراء تخطيط اعصاب ولم يتم التواصل بها لحجز موعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-03T06:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-01T06:19:00Z", "explanation_received_at": "2025-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4711, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "81fecce6-1046-424c-bd7f-10837ff0f8ca", "fields": { "created_at": "2025-01-12T14:08:00Z", "updated_at": "2026-04-13T19:01:11.895Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Lutshai", "expected_result": "", "reference_number": "CMP-2025-01-3505", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The incorrect insertion of the pink needle led to its dislodgment and blood leakage, despite attempts to locate the vein within the forearm", "description": "The incorrect insertion of the pink needle led to its dislodgment and blood leakage, despite attempts to locate the vein within the forearm\n\n[Arabic]:\nالإدخال غير الصحيح للإبرة الوريدية أدى إلى فقدانها من مكانها وتسرب الدم، رغم محاولات إيجاد العرق داخل الساعد.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T14:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T14:08:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3505, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "822c0c76-fc71-4b8d-9b73-bf39e8dde650", "fields": { "created_at": "2025-04-14T16:45:00Z", "updated_at": "2026-04-13T19:01:47.380Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "نانسي", "expected_result": "", "reference_number": "CMP-2025-04-4014", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The prescription has not been uploaded to the Rqeeb website.", "description": "The prescription has not been uploaded to the Rqeeb website.\n\n[Arabic]:\nلم يتم رفع الوصفة لرقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-16T16:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-14T16:45:00Z", "explanation_received_at": "2025-04-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4014, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "824ed356-d920-4dc3-a7c5-cb6f42347e4a", "fields": { "created_at": "2023-03-19T15:03:00Z", "updated_at": "2026-04-13T18:57:18.399Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr TALAL FAHME ABDALBAKI", "expected_result": "", "reference_number": "CMP-2023-03-1035", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "8de9cc75-e866-4fc5-8124-d10a4d717861", "title": "The child was admitted to the emergency department on March 25, 2023. The child's condition was not properly assessed during her first visit to the emergency department, as she required immediate transfer to intensive care. Instead, the child was allowed to leave the hospital and return to the emergency department several hours later due to her condition not improving. She was admitted, but the child died two days later (may God have mercy on her).\n", "description": "The child was admitted to the emergency department on March 25, 2023. The child's condition was not properly assessed during her first visit to the emergency department, as she required immediate transfer to intensive care. Instead, the child was allowed to leave the hospital and return to the emergency department several hours later due to her condition not improving. She was admitted, but the child died two days later (may God have mercy on her).\n\n\n[Arabic]:\nتم الحضور الى قسم الطوارئ بتاريخ 25 مارس 2023م لم يتم تقدير حالة الطفلة بشكل صحيح عند زيارتها الأولى للطوارئ، حيث كانت تستوجب النقل الفوري للعناية المركزة، وبدلا من ذلك تم السماح بخروج الطفلة من المستشفى وعودتها مرة اخرى الى الطوارئ بعد عدة ساعات لعدم تحسن حالتها وتم تنويمها ولكن تم وفاة الطفلة بعد يومين ( رحمها الله )", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-19T21:00:00Z", "due_at": "2023-03-21T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-22T21:00:00Z", "second_reminder_sent_at": "2023-03-22T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-19T21:00:00Z", "explanation_received_at": "2023-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30038375, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-03-20 00:00:00", "closed": null, "received": "2023-03-19 18:03:00", "resolved": "2023-03-27 00:00:00", "escalated": null, "first_reminder": "2023-03-23 00:00:00" }, "imported_at": "2026-04-13T21:57:18.387400", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1035", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1035 } } }, { "model": "complaints.complaint", "pk": "825c6fe2-2388-4b7d-a496-56020b7d84ed", "fields": { "created_at": "2025-02-11T20:07:00Z", "updated_at": "2026-04-13T19:01:24.724Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3703", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "slow service provided in ER with file number confusing", "description": "slow service provided in ER with file number confusing\n\n[Arabic]:\nالخدمة في الطوارئ كانت بطيئة وخطأ في اسم المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-13T20:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-02-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-11T20:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3703, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "829573be-da79-45b3-a2f2-261ef548040f", "fields": { "created_at": "2025-09-14T07:39:00Z", "updated_at": "2026-04-13T19:02:48.549Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6722-DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2025-09-4846", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reports that she has undergone all necessary tests, but the physician has not yet provided a diagnosis for her condition.\"", "description": "\"The patient reports that she has undergone all necessary tests, but the physician has not yet provided a diagnosis for her condition.\"\n\n[Arabic]:\nتفيد المريضه بانها اجرت جميع التحاليل ولم تقدم لها الطبيبه حتى الان تشخيص الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-16T07:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-14T07:39:00Z", "explanation_received_at": "2025-09-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4846, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "82c2acb9-0216-4b18-8f89-91331192a4f6", "fields": { "created_at": "2025-09-06T16:14:00Z", "updated_at": "2026-04-13T19:02:47.131Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4754-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informed that he requested supervision only from the female medical staff, and during the procedure, he noted the presence of male medical staff.", "description": "The patient informed that he requested supervision only from the female medical staff, and during the procedure, he noted the presence of male medical staff.\n\n[Arabic]:\nيفيد المريض بأنه طلب اشراف فقط من الطاقم الطبي النسائي واثناء العمليه افاد بوجود طاقم طبي رجال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-08T16:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-06T16:14:00Z", "explanation_received_at": "2025-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4754, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "83011eea-0320-4a6c-b755-5384bc9d05a1", "fields": { "created_at": "2025-12-09T11:50:00Z", "updated_at": "2026-04-13T19:03:24.366Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5442", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During our visit yesterday to the doctor at Al Hammadi Hospital, she informed me that my son, Saif Ghanem, needs physiotherapy sessions due to delayed motor development. He is ten and a half months old and suffers from muscle weakness and other movement-related issues, requiring regular follow-up and physiotherapy sessions.\n\nHowever, the insurance company refused to cover the sessions and requested further clarification from the hospital. According to the hospital, they responded to all the insu", "description": "During our visit yesterday to the doctor at Al Hammadi Hospital, she informed me that my son, Saif Ghanem, needs physiotherapy sessions due to delayed motor development. He is ten and a half months old and suffers from muscle weakness and other movement-related issues, requiring regular follow-up and physiotherapy sessions.\n\nHowever, the insurance company refused to cover the sessions and requested further clarification from the hospital. According to the hospital, they responded to all the insurance company's inquiries, yet the refusal persisted. Yesterday, the request was rejected and resubmitted more than four times. Today, we completed the request again, but the refusal continues.\n\nI am now caught in a bureaucratic limbo between the hospital and the insurance company, unsure which entity is following the correct procedure or what the appropriate course of action is in this situation.\n\n[Arabic]:\nخلال زيارتنا بالأمس للدكتورة في مستشفى الحمادي، أفادتني بأن ابني سيف غانم يحتاج إلى جلسات علاج طبيعي بسبب وجود تأخر في الحركة، حيث يبلغ من العمر عشرة أشهر ونصف ويعاني من ضعف في العضلات وبعض المشكلات المرتبطة بالحركة، مما يتطلب متابعة وجلسات علاج طبيعي منتظمة.\n\nإلا أن التأمين رفض تغطية الجلسات، وطلب من المستشفى تقديم استفسارات إضافية. وبحسب إفادة المستشفى، فإنهم قاموا بالرد على جميع استفسارات التأمين، ومع ذلك استمر الرفض. بالأمس تم رفض الطلب وإعادة تقديمه أكثر من أربع مرات، واليوم كذلك قمنا باستكمال الطلب وما زال الرفض مستمرًا.\n\nوأصبحت عالقًا بين المستشفى وشركة التأمين دون معرفة الجهة التي تتبع النظام الصحيح أو ما هو الإجراء المناسب الواجب اتخاذه في مثل هذه الحالة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-11T11:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-09T11:50:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5442, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "83125477-aa50-4db8-9b39-1cf16a716478", "fields": { "created_at": "2022-12-12T19:09:00Z", "updated_at": "2026-04-13T18:56:43.569Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2869-MUHAMMAD ASLAM KHUSHK ", "expected_result": "", "reference_number": "CMP-2022-12-0670", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived an hour and a half early and waited past my appointment time, watching patients enter the clinic at the doctor's behest, seemingly without regard for appointments. Most of them were from Pakistan; I don't know if nationality takes precedence over appointments! This upset me and some other patients at the time, and it caused me to miss my second appointment with the ENT specialist. I left the hospital with nothing to show for it, a complete waste of time. My wife had previously filed a ", "description": "I arrived an hour and a half early and waited past my appointment time, watching patients enter the clinic at the doctor's behest, seemingly without regard for appointments. Most of them were from Pakistan; I don't know if nationality takes precedence over appointments! This upset me and some other patients at the time, and it caused me to miss my second appointment with the ENT specialist. I left the hospital with nothing to show for it, a complete waste of time. My wife had previously filed a complaint, and unfortunately, the doctor was found to be in the right, despite my presence and knowledge that she was wrong. There was no apology (not even a gesture of understanding), which sadly discourages me from filing any complaints. I simply wanted to write to you in case you wish to address this issue. Appointments are meant to promote discipline and respect for others.\n\n[Arabic]:\nحضرت قبل الموعد بساعة و نصف و انتظرت الى بعد موعدي وانا ارى المرضى يدخلون العيادة بأمر من الطبيب\nدون مراعاة المواعيد و اغلبهم من باكستان لا اعلم هل الجنسية تتفوق على الموعد ؟! الامر الذي اساء استيائي و\nاسيتياء بعض المرضى وقتها ، وقد تسبب ذلك الى تضييع موعدي الثاني مع طبيب الانف و الاذن و الحنجرة فخرجت\nمن المستشفى بلا فائدة بل واضاعة وقت سبق ان قدمت زرجتي شكوى و كان للاسف ان الطبيبة على حق رغم\nتواجدي و معرفتي ان الطبيبة كانت مخطئة ولم يتم الاعتذار ( ولاو محاملة ) مما لا يزيدني تفاءلا للاسف من اي\nشكوى فقط احببت الكتابة لكم ان رغبتم بإصلاح الخلل فالمواعيد و ضعت للانظباط واحترام الاخرين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-14T19:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-12-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1742364, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": "2022-12-17 00:00:00", "received": "2022-12-12 22:09:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:43.560169", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0670", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 670 } } }, { "model": "complaints.complaint", "pk": "83229c31-6001-48a0-8f6d-c75d75cc1864", "fields": { "created_at": "2023-03-28T10:44:00Z", "updated_at": "2026-04-13T18:57:19.818Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1109", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The air conditioner inside the room is very cold and I have no knowledge of how to use it.\n", "description": "The air conditioner inside the room is very cold and I have no knowledge of how to use it.\n\n\n[Arabic]:\nالمكيف داخل الغرفة بارد جدا وليس لدي معرفة بطريقة الاستخدام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "aeda737e-3d7f-49d5-afa7-9b79f94a049f", "location": 48, "main_section": 3, "subsection": 207, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-27T21:00:00Z", "due_at": "2023-03-30T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30259950, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "6.Resources", "classification": "11.Heating, Ventilation, Air condition (HVAC) Failure" }, "timeline": { "sent": "2023-03-28 00:00:00", "closed": null, "received": "2023-03-28 13:44:00", "resolved": "2023-03-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.811237", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1109", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الصيانة", "main": "الخدمات المساندة" }, "original_complaint_num": 1109 } } }, { "model": "complaints.complaint", "pk": "83623415-551e-4251-b713-e2517b23f398", "fields": { "created_at": "2025-02-06T14:17:00Z", "updated_at": "2026-04-13T19:01:24.111Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3673", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have a complaint against an emergency department doctor, who seems to be of Syrian nationality. On 2025/2/2 at 3 PM, I went to the emergency department accompanied by my wife and two children who were suffering from fever and itching symptoms. We were admitted to an emergency room with only two beds, and there were three other cases in the room. While receiving treatment, the room was noisy due to the disturbance from other patients, which affected the comfort of the children. Due to this chao", "description": "I have a complaint against an emergency department doctor, who seems to be of Syrian nationality. On 2025/2/2 at 3 PM, I went to the emergency department accompanied by my wife and two children who were suffering from fever and itching symptoms. We were admitted to an emergency room with only two beds, and there were three other cases in the room. While receiving treatment, the room was noisy due to the disturbance from other patients, which affected the comfort of the children. Due to this chaos, I closed the door and told my wife to close the curtain in case any of the staff wanted to enter.\n\n[Arabic]:\nشكوتي ضد أحد أطباء قسم الطوارئ، والذي يبدو أنه سوري الجنسية\nبتاريخ 2025/2/2م الساعة 3 عصرا، توجهت إلى قسم الطوارئ برفقة زوجتي وطفلين يعانون من أعراض حمى وحكة، وقد تم إدخالنا غرفة الطوارئ التي تحتوي على سريرين فقط، مع وجود ثلاث حالات. أثناء تلقي العلاج، كانت الغرفة غير هادئة بسبب الضوضاء من المراجعين، مما أثر على راحة الأطفال. فبسبب هذه الفوضى، قمت بإغلاق الباب وأخبرت زوجتي بإغلاق الستار في حال أراد أي من الطاقم دخول الغرفة.\nتفاجأت بوصول الطبيب، وطالبته بدقيقة فقط لأبلغ زوجتي بأن الطبيب يريد الدخول، لكن رد فعله كانت غير لائق، حيث صرخ قائلا: أنا أدخل في أي وقت، مش من حقك تمنعني ، ودخل الغرفة بشكل مفاجئ دون مراعاة للحالة الصحية أو النفسية للمريض او حتى احترام الخصوصيه ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-08T14:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-06T14:17:00Z", "explanation_received_at": "2025-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3673, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8386dff2-2611-40e5-8569-94a26d210f19", "fields": { "created_at": "2022-12-25T11:01:00Z", "updated_at": "2026-04-13T18:56:45.758Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.Mohammed Alshumrani", "expected_result": "", "reference_number": "CMP-2022-12-0697", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at Dr. Mohammed Al-Shamrani’s clinic on December 17, 2022, at 8:17, and my appointment was at 8:20 PM. I waited and was not called until 9:40 PM. The doctor informed me that I would only be examined and that the tooth would not be extracted because I was late, even though I was not late for the appointment. I was informed that I had been called but not called.", "description": "I arrived at Dr. Mohammed Al-Shamrani’s clinic on December 17, 2022, at 8:17, and my appointment was at 8:20 PM. I waited and was not called until 9:40 PM. The doctor informed me that I would only be examined and that the tooth would not be extracted because I was late, even though I was not late for the appointment. I was informed that I had been called but not called.\n\n[Arabic]:\nتم حضوري لدى عيادة الطبيب محمد الشمراني بتاريخ 17 ديسمبر 2022م الساعه 8:17 وموعدي الساعه 8:20 مساء حيث تم انتظاري ولم يتم مناداتي الا الساعه 9:40 دقيقه وتم ابلاغي من قبل الطبيب بانه سيتم الكشف علي فقط ولن يتم خلع الضرس لانني متاخره وانا لم يتم تاخري عن الموعد وتم ابلاغي بانه تم مناداتي ولم يتم مناداتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-24T21:00:00Z", "due_at": "2022-12-27T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-27T21:00:00Z", "second_reminder_sent_at": "2022-12-31T21:00:00Z", "escalated_at": "2023-01-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30214290, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-12-25 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2022-12-25 14:01:00", "resolved": null, "escalated": "2023-01-02 00:00:00", "first_reminder": "2022-12-28 00:00:00" }, "imported_at": "2026-04-13T21:56:45.755758", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0697", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 697 } } }, { "model": "complaints.complaint", "pk": "838af73c-60d2-4238-80cc-0cb1cc6c0a11", "fields": { "created_at": "2025-10-22T11:49:00Z", "updated_at": "2026-04-13T19:03:03.018Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.Ehoud Elsandarousy", "expected_result": "", "reference_number": "CMP-2025-10-5128", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "أتقدم بشكوى بشأن تعامل غير مهني من الأخصائيه عهود حيث أبدت عدم تقدير لحالتي وظروفي الصحيه رغم توفر الوقت وقدرتها على المساعده ورفضت تقديم الخدمه بحجة المواعيد والمراجعين رغم انه لايوجد سوى مريضه واحده فقط أثناء تواجدي مشكلتي ليست في الإنتظار أو المواعيد بل في أسلوب اللأخصائيه وطريقة تعاملها . ", "description": "أتقدم بشكوى بشأن تعامل غير مهني من الأخصائيه عهود حيث أبدت عدم تقدير لحالتي وظروفي الصحيه رغم توفر الوقت وقدرتها على المساعده ورفضت تقديم الخدمه بحجة المواعيد والمراجعين رغم انه لايوجد سوى مريضه واحده فقط أثناء تواجدي مشكلتي ليست في الإنتظار أو المواعيد بل في أسلوب اللأخصائيه وطريقة تعاملها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-24T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-22T11:49:00Z", "explanation_received_at": "2025-10-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5128, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "839f8789-5e9e-4099-9a21-71726117f3ff", "fields": { "created_at": "2024-05-25T09:34:00Z", "updated_at": "2026-04-13T18:59:48.033Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Omar Mohamed Ismail Osman", "expected_result": "", "reference_number": "CMP-2024-05-2498", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "a776530f-10f1-428c-a4af-63057aa54dd5", "staff": "a635829e-23cc-483e-91ac-4269ed129b50", "title": "Went with ankle pain. Examined and said very vague. Was not sure what the problem was. Did not\nknow what treatment to provide. Requested uric acid investigation if pain persisted. Felt very\nunsatisfied with consultation and felt had wasted my time and money. Doctor was polite but lacks\nknowledge and expertise. Few days later went to another hospital and received better consultation.", "description": "Went with ankle pain. Examined and said very vague. Was not sure what the problem was. Did not\nknow what treatment to provide. Requested uric acid investigation if pain persisted. Felt very\nunsatisfied with consultation and felt had wasted my time and money. Doctor was polite but lacks\nknowledge and expertise. Few days later went to another hospital and received better consultation.\n\n[Arabic]:\nذهبت بسبب ألم في الكاحل. تم فحصي لكن التشخيص كان غير واضح جدًا، ولم يكن الطبيب متأكدًا من سبب المشكلة أو العلاج المناسب. طلب إجراء تحليل حمض اليوريك في حال استمرار الألم. شعرت بعدم الرضا عن الاستشارة وشعرت بأنني أضعت وقتي ومالي. كان الطبيب مهذبًا، لكنه يفتقر إلى المعرفة والخبرة الكافية. بعد عدة أيام ذهبت إلى مستشفى آخر وحصلت على استشارة أفضل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-31T21:00:00Z", "due_at": "2024-05-27T09:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 13541, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-06-01 00:00:00", "closed": "2024-06-11 00:00:00", "received": "2024-05-25 12:34:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.021317", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2498", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 2498 } } }, { "model": "complaints.complaint", "pk": "83b629ba-730a-4f15-8c4e-681f2ba55930", "fields": { "created_at": "2025-09-18T01:12:00Z", "updated_at": "2026-04-13T19:02:49.199Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4879", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Delay in displaying the results in the application, which led to a disruption in obtaining the medications.\"", "description": "\"Delay in displaying the results in the application, which led to a disruption in obtaining the medications.\"\n\n[Arabic]:\nتاخير في اظهار النتائج في التطبيق مما ادى الى تعرقل حصوله على الادويه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-20T01:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-18T01:12:00Z", "explanation_received_at": "2025-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4879, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "8426471e-bbdd-44a0-8ca5-e6514c8f9512", "fields": { "created_at": "2023-12-04T11:07:00Z", "updated_at": "2026-04-13T18:58:53.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1921", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in lifting the accompanying person's leave", "description": "Delay in lifting the accompanying person's leave\n\n[Arabic]:\nتأخير في رفع اجازة المرافق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-03T21:00:00Z", "due_at": "2023-12-06T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-03T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20172953, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-04 00:00:00", "closed": null, "received": "2023-12-04 14:07:00", "resolved": "2023-12-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.668902", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1921", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1921 } } }, { "model": "complaints.complaint", "pk": "842c4a59-7adb-47b1-a76c-d7c33633306a", "fields": { "created_at": "2023-09-14T07:07:00Z", "updated_at": "2026-04-13T18:58:20.124Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1619", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The insurance company has not yet responded, despite requesting additional information for processing the application. The treating physician has not yet replied.", "description": " The insurance company has not yet responded, despite requesting additional information for processing the application. The treating physician has not yet replied.\n\n[Arabic]:\n لم يتم الرد على التامين حتى الان علما انه تم طلب معلومات اضافيه لقبول الطلب ولم يتم التجاوب الى الان من قبل الطبيب المعالج ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-16T21:00:00Z", "due_at": "2023-09-16T07:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-16T21:00:00Z", "explanation_received_at": "2023-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30288767, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-09-17 00:00:00", "closed": " ", "received": "2023-09-14 10:07:00", "resolved": "2023-09-17 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.116651", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1619", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1619 } } }, { "model": "complaints.complaint", "pk": "8431573f-b757-4c23-af94-29390e9a2d01", "fields": { "created_at": "2022-09-22T19:07:00Z", "updated_at": "2026-04-13T18:56:07.622Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MAHMOUD ABUGANAYA", "expected_result": "", "reference_number": "CMP-2022-09-0253", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "I went to the hospital on Thursday afternoon because my sister had an appointment with Dr. Mahmoud Abu Janaba. When I arrived at the clinic, I found the clinic door open and there was someone there, and I don't know if he was a patient or an employee. The consultation was opened at the reception, and we waited for 10 minutes, but the person did not come out of the doctor's office. Because my sister's condition could not bear to wait any longer, I went and knocked on the door and apologized for i", "description": "I went to the hospital on Thursday afternoon because my sister had an appointment with Dr. Mahmoud Abu Janaba. When I arrived at the clinic, I found the clinic door open and there was someone there, and I don't know if he was a patient or an employee. The consultation was opened at the reception, and we waited for 10 minutes, but the person did not come out of the doctor's office. Because my sister's condition could not bear to wait any longer, I went and knocked on the door and apologized for interrupting and told him that my sister had an appointment and that she was a patient. The doctor opened the computer and said, \"Everything is in my system, and the person I have is a patient, not a citizen. When you are finished, you can come in.\" We went in to the doctor, and he raised his voice at us and spoke to us in an unprofessional manner. When we asked him what procedure he had performed for the patient, he said, \"What did you see me doing?\" He was treating us badly, and the patient only needs an explanation from the treating doctor.\n\n[Arabic]:\nتم الحضور الى المستشفى يوم الخميس ظهرا لدى اختي موعد عند دكتور محمود ابو جنابا ، عند وصولي الى العياده وجدت باب العياده مفتوح ولديه شخص ولا اعرف اذا كان مريض او موظف ، تم فتح الكشفيه من قسم الاستقبال وتم الانتظار لمدة 10 ولم يخرج الشخص من عند الدكتور ولان حالة اختي لا تحتمل الانتظار اكثر ذهبت وطرقت الباب وتم الاعتذار على المقاطعه واخبرته لدى اختي موعد وهي مريضه قام الدكتور بفتح الجهاز وقال ( كل شي عندي بالسستم والشخص الي عندي مريض وليس مواطن اذا خلصت دخلتكم ) ودخلنا للدكتور وتم رفع الصوت علينا من قبله والتحدث معنا بطريقة غير مهنية وعند سواله ماهو الاجراء الذي قام فيه للمريض قال (انتي وش شفتيني اسوي ) كان يتعامل معنا بطريقة سيئة والمريض فقط يحتاج توضيح من الطبيب المعالج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-24T21:00:00Z", "due_at": "2022-09-24T19:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-24T21:00:00Z", "explanation_received_at": "2022-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1784666, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-09-25 00:00:00", "closed": null, "received": "2022-09-22 22:07:00", "resolved": "2022-10-01 00:00:00", "escalated": null, "first_reminder": "2022-09-26 00:00:00" }, "imported_at": "2026-04-13T21:56:07.609784", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0253", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 253 } } }, { "model": "complaints.complaint", "pk": "845c94dc-3a5f-4487-aca9-9e6a4fff25ca", "fields": { "created_at": "2022-08-27T16:28:00Z", "updated_at": "2026-04-13T18:55:57.149Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA ZAKI", "expected_result": "", "reference_number": "CMP-2022-08-0022", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "On 21-08-2022, I went to Dr. Marwa Zaki’s clinic, but the doctor was not present and I did not enter the clinic. The consultation was saved despite my not entering the clinic. I went to the clinic the following day, 22-08-2022, and when I went for a follow-up on 27-08-2022, I was told that I was not entitled to a follow-up because the first consultation was saved despite my not entering the clinic.", "description": "On 21-08-2022, I went to Dr. Marwa Zaki’s clinic, but the doctor was not present and I did not enter the clinic. The consultation was saved despite my not entering the clinic. I went to the clinic the following day, 22-08-2022, and when I went for a follow-up on 27-08-2022, I was told that I was not entitled to a follow-up because the first consultation was saved despite my not entering the clinic.\n\n[Arabic]:\nبتاريخ 21-08-2022م تم حضوري الى عيادة الطبيبة مروى زكي ولكن لم تكن الطبيبه متواجده ولم يتم دخولي للعياده وتم حفظ الكشفية على الرغم من عدم دخولي للعيادة وتم حضوري للعيادة في اليوم التالي 22-08-2022م وعند حضوري للمراجعه بتاريخ 27-08-2022م تم اخباري بعدم استحقاقي للمراجعه لان الكشفيه الاولى تم حفظها على الرغم من عدم دخولي للعيادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-08-29T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-28T21:00:00Z", "second_reminder_sent_at": "2022-08-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-09-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30186530, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-08-27 19:28:00", "resolved": "2022-09-05 00:00:00", "escalated": null, "first_reminder": "2022-08-29 00:00:00" }, "imported_at": "2026-04-13T21:55:57.138071", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0022", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 22 } } }, { "model": "complaints.complaint", "pk": "848e16fc-670a-4b03-9bad-a9bd6df729d1", "fields": { "created_at": "2025-09-11T11:38:00Z", "updated_at": "2026-04-13T19:02:47.911Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4829", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The reviewer requests a detailed surgical report from the doctor about the operation.\"", "description": "\"The reviewer requests a detailed surgical report from the doctor about the operation.\"\n\n[Arabic]:\nيطلب المراجع تقرير من الطبيب بتفاصيل العمليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-13T11:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-11T11:38:00Z", "explanation_received_at": "2025-09-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4829, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "84a1fb99-1d0e-4d1e-b60e-7348ea7569eb", "fields": { "created_at": "2022-11-03T17:01:00Z", "updated_at": "2026-04-13T18:56:30.651Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0488", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 28 OCT 2022, the nurses was delay when I was delivery and they did not responded to me when I told them I feel pain and I need to the anesthetist doctor to give me another dose of epidural. ", "description": "On 28 OCT 2022, the nurses was delay when I was delivery and they did not responded to me when I told them I feel pain and I need to the anesthetist doctor to give me another dose of epidural. \n\n[Arabic]:\nفي 28 أكتوبر 2022، تأخرت الممرضات أثناء ولادتي ولم يستجبن لي عندما أخبرتهن أنني أشعر بالألم وأنني بحاجة إلى طبيب التخدير لإعطائي جرعة أخرى من التخدير فوق الجافية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-02T21:00:00Z", "due_at": "2022-11-05T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-02T21:00:00Z", "explanation_received_at": "2022-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30192288, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.4.Inadequate pain management" }, "timeline": { "sent": "2022-11-03 00:00:00", "closed": null, "received": "2022-11-03 20:01:00", "resolved": "2022-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.645573", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0488", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم عمليات الولادة", "main": "التمريض" }, "original_complaint_num": 488 } } }, { "model": "complaints.complaint", "pk": "84b8b72d-74b7-4aae-af55-fce80f58fd65", "fields": { "created_at": "2024-07-30T16:17:00Z", "updated_at": "2026-04-13T19:00:07.986Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2752", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to donate blood for a patient and was delayed for about 40 minutes after filling out the form for my vital signs. I was then delayed again for about an hour. After that, a person without a work ID came in claiming to be the doctor and refused my blood donation because I had donated two months prior.", "description": "I went to donate blood for a patient and was delayed for about 40 minutes after filling out the form for my vital signs. I was then delayed again for about an hour. After that, a person without a work ID came in claiming to be the doctor and refused my blood donation because I had donated two months prior.\n\n[Arabic]:\n تم حضوري للتبرع بالدم لاحد المرضى وتم تاخير تقريبا ٤٠ دقيقه بعد تعبئه النموذج لاخر العلامات الحيويه\nوتاخيري مره اخرى تقريبا ساعة كاملة وبعدها يحضر شخص لا يحمل بطاقه عمل على انه الدكتور ويرفض تبرعي\nبالدم بسبب اني تبرعت قبل شهرين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 211, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-03T21:00:00Z", "due_at": "2024-08-01T16:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-03T21:00:00Z", "explanation_received_at": "2024-08-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "لا يوجد ملف", "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-08-04 00:00:00", "closed": null, "received": "2024-07-30 19:17:00", "resolved": "2024-08-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:07.978326", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2752", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "بنك الدم", "main": "الطبي" }, "original_complaint_num": 2752 } } }, { "model": "complaints.complaint", "pk": "84cae546-4759-4a98-9089-8193c698d3da", "fields": { "created_at": "2025-04-01T15:40:00Z", "updated_at": "2026-04-13T19:01:46.352Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المواعيد", "expected_result": "", "reference_number": "CMP-2025-04-3958", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was angry about the delay in the scheduled appointment with the doctor, ", "description": "The patient was angry about the delay in the scheduled appointment with the doctor, \n\n[Arabic]:\nغضب من المريض من التأخير في الموعد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-03T15:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-01T15:40:00Z", "explanation_received_at": "2025-04-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3958, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "84d0bd01-4b44-4395-961e-a1e508c705b3", "fields": { "created_at": "2023-12-04T10:07:00Z", "updated_at": "2026-04-13T18:58:53.609Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4861-Dr. Sahar Abdelfattah Dorgham", "expected_result": "", "reference_number": "CMP-2023-12-1920", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have repeatedly visited Dr. Sahar, and each time I attend, she does not arrive at the clinic on time. This has happened repeatedly, and when I inquire about her arrival time, I am told to wait. No reason or justification for the delay has been mentioned, even though she is present at the hospital.", "description": "I have repeatedly visited Dr. Sahar, and each time I attend, she does not arrive at the clinic on time. This has happened repeatedly, and when I inquire about her arrival time, I am told to wait. No reason or justification for the delay has been mentioned, even though she is present at the hospital.\n\n[Arabic]:\nتم تكرار حضوري للدكتوره سحر وفي كل مره احضر لا يتم الحضور للعياده على الوقت وتم تكرار ذلك وعند الاستفسار عن وقت حضورها يتم ابلاغي بالانتظار لم يتم ذكر سبب او مبرر للتاخير علما انها تكون متواجده بالمستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-03T21:00:00Z", "due_at": "2023-12-06T10:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-03T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30080945, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-12-04 00:00:00", "closed": null, "received": "2023-12-04 13:07:00", "resolved": "2023-12-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.606570", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1920", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1920 } } }, { "model": "complaints.complaint", "pk": "84d3dff3-c3b1-484b-88d6-c065775ffc97", "fields": { "created_at": "2025-08-19T06:52:00Z", "updated_at": "2026-04-13T19:02:35.946Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبيبة", "expected_result": "", "reference_number": "CMP-2025-08-4633", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding the delay and procrastination in processing my x-ray request. I contacted the insurance company regarding the required procedures and was informed that the hospital was waiting for me to process the request and attach the required x-ray (ultrasound). Accordingly, I informed the hospital that I must attach the image in order to approve my x-ray request with dye. However, the request has not yet been processed and remains pending without any progress or u", "description": "I would like to file a complaint regarding the delay and procrastination in processing my x-ray request. I contacted the insurance company regarding the required procedures and was informed that the hospital was waiting for me to process the request and attach the required x-ray (ultrasound). Accordingly, I informed the hospital that I must attach the image in order to approve my x-ray request with dye. However, the request has not yet been processed and remains pending without any progress or update.\n\n[Arabic]:\nأود أن أقدم شكوى بخصوص التأخير والمماطلة في تنفيذ الخدمة المتعلقة بطلب إجراء الأشعة. فقد قمت بالتواصل مع شركة التأمين بخصوص الإجراءات المطلوبة، وتم إفادتي بأنه يتم انتظار المستشفى لمتابعة الطلب وإرفاق صورة الأشعة اللازمة (Ultrasound). وعليه، قمت بإبلاغ المستشفى بضرورة إرفاق الصورة من أجل الموافقة على طلب إجراء الأشعة بالصبغة. ورغم ذلك، لم يتم تنفيذ الطلب بعد، وما زال معلقًا دون أي تقدم أو تحديث حوله.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-21T06:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-19T06:52:00Z", "explanation_received_at": "2025-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4633, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "84df79ec-a04c-4e4a-9859-7b892935d4cf", "fields": { "created_at": "2023-11-22T10:27:00Z", "updated_at": "2026-04-13T18:58:44.641Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1875", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload vaccinations electronically.", "description": "Failure to upload vaccinations electronically.\n\n[Arabic]:\nعدم رفع التطعيمات اكترونياً .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-21T21:00:00Z", "due_at": "2023-11-24T10:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-21T21:00:00Z", "explanation_received_at": "2023-11-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30298437, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-22 00:00:00", "closed": null, "received": "2023-11-22 13:27:00", "resolved": "2023-11-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.637074", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1875", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1875 } } }, { "model": "complaints.complaint", "pk": "850a432d-9b70-4e80-847b-e5cfa7498fbb", "fields": { "created_at": "2024-07-16T14:25:00Z", "updated_at": "2026-04-13T19:00:06.990Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2708", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A false report was submitted to the Sehaty platform, contradicting the diagnosis of my visit to Al-Hammadi, where I was diagnosed with irritable bowel syndrome and registered on the platform as having a malignant tumor in the colon.", "description": "A false report was submitted to the Sehaty platform, contradicting the diagnosis of my visit to Al-Hammadi, where I was diagnosed with irritable bowel syndrome and registered on the platform as having a malignant tumor in the colon.\n\n[Arabic]:\nتم رفع تقرير خاطئ لدى منصة صحتي ومخالف للتشخيض لزيارتي لدى الحمادي حيث تم تشخيصي بقولون عصبي ومسجل لدى المنصه بورم خبيث بالقولون .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T14:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30037828, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.2.Incorrect medical records" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 17:25:00", "resolved": "2024-07-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.988197", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2708", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2708 } } }, { "model": "complaints.complaint", "pk": "85394d8d-0334-4b8b-8262-22e4ff67cfe7", "fields": { "created_at": "2023-08-12T07:33:00Z", "updated_at": "2026-04-13T18:58:09.194Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1517", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit the approval request on 7/29/2023 via the Nafis platform.", "description": "Failure to submit the approval request on 7/29/2023 via the Nafis platform.\n\n[Arabic]:\nعدم رفع طلب الموافقه بتاريخ 29/7/2023 عن طريق منصة نفيس .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-14T07:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": "2023-08-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30269476, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 10:33:00", "resolved": "2023-08-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.192001", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1517", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1517 } } }, { "model": "complaints.complaint", "pk": "85649cd4-2ceb-4b44-8ff4-14a28e04e7e1", "fields": { "created_at": "2023-04-16T20:59:00Z", "updated_at": "2026-04-13T18:57:29.760Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ORWA MOHAMED HAMICH ", "expected_result": "", "reference_number": "CMP-2023-04-1170", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "cca45344-a7cd-4564-9243-1385444a2f84", "title": "A consultation was requested, but it was not conducted.", "description": "A consultation was requested, but it was not conducted.\n\n[Arabic]:\n تم طلب كشفيه ولكن لم يقم بعملها؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-05T21:00:00Z", "due_at": "2023-04-18T20:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-05T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30262422, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.5.Staffing", "classification": "3.5.2.Specialty not available" }, "timeline": { "sent": "2023-05-06 00:00:00", "closed": null, "received": "2023-04-16 23:59:00", "resolved": "2023-05-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.754275", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1170", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1170 } } }, { "model": "complaints.complaint", "pk": "85673960-7de5-4e23-ae27-8bb82deb3eb0", "fields": { "created_at": "2025-09-13T17:44:00Z", "updated_at": "2026-04-13T19:02:48.429Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2896-MUHAMMAD ASLAM KHUSHK ALIM KHAN KHUSHK", "expected_result": "", "reference_number": "CMP-2025-09-4842", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Delay in the patient's appointment entry.\"", "description": "\"Delay in the patient's appointment entry.\"\n\n[Arabic]:\nتاخير في دخول المريضه للموعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-15T17:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-13T17:44:00Z", "explanation_received_at": "2025-09-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4842, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "859e93a3-6d63-45da-b9a2-c38b74de6254", "fields": { "created_at": "2025-06-12T10:57:00Z", "updated_at": "2026-04-13T19:02:10.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الاشعة", "expected_result": "", "reference_number": "CMP-2025-06-4287", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On June 11, I had an ultrasound scan, and due to the crowding, I was informed that it might be delayed. I asked to make an appointment for the next day, noting that the nurse told me to drink water before the scan. Upon my arrival on June 12, at exactly 12:30, the nurse asked me if I had drunk any water. I told her yes, an hour ago. She told me if I felt like using the bathroom, please inform us at the reception. Half an hour later, I informed the reception that it was ready. They informed me th", "description": "On June 11, I had an ultrasound scan, and due to the crowding, I was informed that it might be delayed. I asked to make an appointment for the next day, noting that the nurse told me to drink water before the scan. Upon my arrival on June 12, at exactly 12:30, the nurse asked me if I had drunk any water. I told her yes, an hour ago. She told me if I felt like using the bathroom, please inform us at the reception. Half an hour later, I informed the reception that it was ready. They informed me that there was a patient. More than half an hour has passed and no one mentioned my name. I have not benefited from the service, and there are requests to cancel the bill. I want to follow up on this matter myself, as I want to make sure that whoever is responsible for this lack of responsibility is held accountable.\n\n[Arabic]:\nفي تاريخ 11/6 يوجد عندي تصوير التراسوند وبسبب الزحام تم اعلمي بأن يمكن أن تتأخر وطلبت بأن اخذ موعد\nعلى اليوم التالي علما بأن الممرض اعلمني بأن اشر ماء قبل التصوير و عند وصولي في 12/6 على تمام ساعه 12\nنصف واعلمتني الممرضة هل شربت الماء اخبرتها نعم منذ ساعه خبرتني اذا تشعر تريد دخول الحمام اعلمنا عند\nالرسبشن وبعد مرور نصف ساعه اعلمت الإستقبال بأن جاهز اعلموني بأن يوجد مريض ومرت اكثر من نصف\nساعه ولا يوجد أحد ذكر اسمي ولم استفد من الخدمة وطلبات بالغاء الفاتورة أريد أن اتابع بهذا الموضوع بنفسي\nحيث ارغب بتاكد باي شخص المسؤول عن هذا العدم المسؤولية بان يحاسب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-14T10:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-12T10:57:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4287, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "85a3c123-5581-4de0-9938-2b471f8fe330", "fields": { "created_at": "2024-02-17T12:14:00Z", "updated_at": "2026-04-13T18:59:18.651Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HORIYA ABDULLAH ALMASARI", "expected_result": "", "reference_number": "CMP-2024-02-2207", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The x-ray shows a regular filling, and the filling was completed. Afterwards, I experienced severe pain in the tooth when drinking hot or cold liquids. The pain increases during my second visit. I informed her about this pain, and she told me it was an allergy to the type of filling. She applied a pain-relieving gel, but after a short time, the pain returned. I visited her again, and she examined me and said the filling was too high. She shortened the tooth, but the pain persisted. I visited her", "description": "The x-ray shows a regular filling, and the filling was completed. Afterwards, I experienced severe pain in the tooth when drinking hot or cold liquids. The pain increases during my second visit. I informed her about this pain, and she told me it was an allergy to the type of filling. She applied a pain-relieving gel, but after a short time, the pain returned. I visited her again, and she examined me and said the filling was too high. She shortened the tooth, but the pain persisted. I visited her again and told her that the pain was still there. She examined me, gave me anesthesia, and then drilled the tooth again. She discovered a nerve, which should have been discovered before filling the tooth. After that, she told me that she would remove the root canal filling for insurance purposes. I told her that the insurance had expired, and indeed, the insurance company refused because there was a previous claim. Currently, I am requesting an investigation and clarification from the treating dentist. I await your response.\n\n[Arabic]:\nالاشاعه بها حشو عادي وتم عمل الحشو كامل وبعدها حدث الم شديد فى الضرس مع شرب ساخن أو بارد يزداد الالم فى زيارتى الثانيه خبرتها بهذا الالم قالتلى أنه تحسس من نوعية الحشو و وضعت لى جل مسكن ولكن بعد مدة بسيطه عاد الالم مرة أخرى وقمت بزيارتها مرة أخرى وكشفت وقالت إن الحشو مرتفع فقامت بتقصير الضرس ولكن مازال الالم موجود وقمت بزيارة أخرى واخبرتها بأن الالم لازال موجود وكشفت على واعطتنى تخدير ثم قامت بحفر الضرس مجددا واكتشفت وجود عصب وكان المفروض اكتشاف ذلك الامر مسبقا قبل حشو الضرس بعدها اخبرتنى أنها ستقوم برفع حشو العصب للتأمين فقلت لها ان التأمين خلص وفعلا جاء الرفض من التامين لان هناك طلب سابق ، حاليا اطالب بالتحقيق والتوضيح من قبل الطبيبه المعالجه بانتظار ردكم .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-16T21:00:00Z", "due_at": "2024-02-19T12:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-17T21:00:00Z", "second_reminder_sent_at": "2024-02-19T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-16T21:00:00Z", "explanation_received_at": "2024-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-26T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301481, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-17 00:00:00", "closed": null, "received": "2024-02-17 15:14:00", "resolved": "2024-02-27 00:00:00", "escalated": null, "first_reminder": "2024-02-18 00:00:00" }, "imported_at": "2026-04-13T21:59:18.646800", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2207", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2207 } } }, { "model": "complaints.complaint", "pk": "85d7753b-e2f6-4f4d-9ae0-e4335ee2088e", "fields": { "created_at": "2023-04-15T21:02:00Z", "updated_at": "2026-04-13T18:57:29.687Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1169", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On April 15, 2023, I brought my child in for a blood draw, but the needle was inserted twice without any result. There was no specialist available for drawing blood from children, which led us to leave and not want to attempt the blood draw again.", "description": "On April 15, 2023, I brought my child in for a blood draw, but the needle was inserted twice without any result. There was no specialist available for drawing blood from children, which led us to leave and not want to attempt the blood draw again.\n\n[Arabic]:\nبتاريخ 15ابريل 2023م تم الحضور لسحب دم من طفلي وتم ادخال الابره للطفل مرتين بدون اي نتيجة ولم يكن هنالك مختص لسحب الدم للاطفال مما ادى الى مغادرتنا وعدم رغبتنا بسحب الدم مرة اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-15T21:00:00Z", "due_at": "2023-04-17T21:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-16T21:00:00Z", "second_reminder_sent_at": "2023-04-18T21:00:00Z", "escalated_at": "2023-04-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-04-15T21:00:00Z", "explanation_received_at": "2023-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30262310, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-16 00:00:00", "closed": null, "received": "2023-04-16 00:02:00", "resolved": "2023-05-07 00:00:00", "escalated": "2023-05-01 00:00:00", "first_reminder": "2023-04-17 00:00:00" }, "imported_at": "2026-04-13T21:57:29.680617", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1169", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1169 } } }, { "model": "complaints.complaint", "pk": "86304c2f-f754-4bc2-8e59-f6865ae4ad2e", "fields": { "created_at": "2023-12-27T13:25:00Z", "updated_at": "2026-04-13T18:58:56.550Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2007", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that the operation was performed and he was asked to pay the amount, with a request submitted to the insurance company by the doctor.", "description": "The patient reports that the operation was performed and he was asked to pay the amount, with a request submitted to the insurance company by the doctor.\n\n[Arabic]:\nيفيد المريض بأنه تم اجراء العمليه و مطالبته بالمبلغ مع وجود طلب مرفوع للتأمين من قبل الطبيب.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-26T21:00:00Z", "due_at": "2023-12-29T13:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-26T21:00:00Z", "explanation_received_at": "2023-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-27T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30291099, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-12-27 00:00:00", "closed": null, "received": "2023-12-27 16:25:00", "resolved": "2023-12-28 00:00:00", "escalated": null, "first_reminder": "2023-12-27 00:00:00" }, "imported_at": "2026-04-13T21:58:56.543746", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2007", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2007 } } }, { "model": "complaints.complaint", "pk": "8664b62a-4e07-429d-9978-d2c1b5988a56", "fields": { "created_at": "2025-03-05T12:04:00Z", "updated_at": "2026-04-13T19:01:34.728Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3852", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication was not dispensed from the hospital pharmacy, and I was informed that it would be transferred to another pharmacy outside the hospital. However, I have not received any information about the pharmacy for the medication to be dispensed.", "description": "The medication was not dispensed from the hospital pharmacy, and I was informed that it would be transferred to another pharmacy outside the hospital. However, I have not received any information about the pharmacy for the medication to be dispensed.\n\n[Arabic]:\nلم يتم صرف دواء من صيدلية المستشفى وتم اعلامي انه سيام تحويلي لصيدلية اخرى خارج المستشفى ولكن لم استلم معلمومات الصيدلية بصرف الدواء.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-07T12:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-05T12:04:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3852, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "86692c29-0d36-4786-a84c-bf3a054f9b3f", "fields": { "created_at": "2024-01-01T15:52:00Z", "updated_at": "2026-04-13T18:59:05.340Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2034", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not avalible on the system\nID for baby : 1212327173", "description": "vaccination not avalible on the system\nID for baby : 1212327173\n\n[Arabic]:\nالتطعيم غير متوفر في النظام\nرقم تعريف الطفل: ١٢١٢٣٢٧١٧٣", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-31T21:00:00Z", "due_at": "2024-01-03T15:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302414, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.Delays", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-01-01 00:00:00", "closed": null, "received": "2024-01-01 18:52:00", "resolved": "2024-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.333795", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2034", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2034 } } }, { "model": "complaints.complaint", "pk": "86710838-c8d1-431c-b2b8-43cff0cd9902", "fields": { "created_at": "2022-10-29T17:39:00Z", "updated_at": "2026-04-13T18:56:22.372Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SHADI ALMAGHRABI", "expected_result": "", "reference_number": "CMP-2022-10-0482", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance company rejected the request because they require more information, attaching the reason in the rejection letter. However, after the insurance was rejected, Dr. Shadi contacted the child's mother and spoke to her in an unprofessional manner, saying that if the matter is not expedited, the child's condition may worsen. My wife experienced bloating due to fear and stress, and this was confirmed by her treating physician. I was told that the child's condition did not warrant this, and", "description": "The insurance company rejected the request because they require more information, attaching the reason in the rejection letter. However, after the insurance was rejected, Dr. Shadi contacted the child's mother and spoke to her in an unprofessional manner, saying that if the matter is not expedited, the child's condition may worsen. My wife experienced bloating due to fear and stress, and this was confirmed by her treating physician. I was told that the child's condition did not warrant this, and the treating physician did not provide sufficient explanation of what happened to my wife.\n\n[Arabic]:\n تم رفض طلب من قبل شركة التأمين بسبب انهم يطلبون المزيد من المعلومات مرفقين السبب في خطاب الرفض و لكن الطبيب شادي بعد رفض التأمين تواصل مع ام الطفل وتم التحدث معها بطريقه غير مهنيه انه اذا لم يتم الاستعجال من الممكن ان تتفاقم حالة الطفل و تصبح اسوء حيث حدث انتفاخ في القولون لدى زوجتي بسبب الخوف والتوتر واكدت على ذلك الطبيبه المعالجه لديها علما انه تم اخباري ان حاله الطفل لم تستدعي ذلك ولم يتم توضيح الاسباب الكافيه بما حدث مع زوجتي من قبل الطبيب المعالج .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-28T21:00:00Z", "due_at": "2022-10-31T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-28T21:00:00Z", "explanation_received_at": "2022-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30230747, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-29 00:00:00", "closed": null, "received": "2022-10-29 20:39:00", "resolved": "2022-11-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.362273", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0482", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 482 } } }, { "model": "complaints.complaint", "pk": "869965d0-a6a8-43ae-9a18-a78b8037f2d6", "fields": { "created_at": "2024-10-02T12:12:00Z", "updated_at": "2026-04-13T19:00:37.316Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-2988", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital did not submit the required insurance reports, and after contacting the ministry, we were informed that the hospital needed to attach the invoices and reports to claim the insurance. We have not received a response yet and are awaiting a reply.", "description": "The hospital did not submit the required insurance reports, and after contacting the ministry, we were informed that the hospital needed to attach the invoices and reports to claim the insurance. We have not received a response yet and are awaiting a reply.\n\n[Arabic]:\nلم يتم رفع التقارير المطلوبه للتامين من قبل المستشفى وبعد الرجوع للوزارة تم ابلاغنا بضرورة ارفاق الفواتير والتقارير لمطالبة التأمين من قبل المستشفى ولم يتم التجاوب حتى الان بانتظار الرد .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-01T21:00:00Z", "due_at": "2024-10-04T12:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-01T21:00:00Z", "explanation_received_at": "2024-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30083949, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-10-02 00:00:00", "closed": null, "received": "2024-10-02 15:12:00", "resolved": "2024-10-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:37.309061", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-2988", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2988 } } }, { "model": "complaints.complaint", "pk": "86d85b40-c6b0-45c0-a567-fee6a25d2fa6", "fields": { "created_at": "2024-01-04T12:23:00Z", "updated_at": "2026-04-13T18:59:05.736Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MUNEERAH HABAB M AL OTAIBI", "expected_result": "", "reference_number": "CMP-2024-01-2043", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "42d1fb63-a031-43d2-8bcc-097ea92aaf16", "staff": "f3123ae1-9e1f-4ab6-88d4-9aedb4a5720d", "title": "While I was with my wife for an appointment with Dr. Mu'ad Al-Sa'ati in the orthopedics department, when we went to the reception to open a file, I approached Ms. Munira Al-Otaibi and gave her the file number. She asked for my residency permit, even though all the information was in the system. This wasn't our first time at the hospital; all our information and copies of our residency permits were already on file. She told me if I didn't like it, I should go and complain to the clinic manager. D", "description": "While I was with my wife for an appointment with Dr. Mu'ad Al-Sa'ati in the orthopedics department, when we went to the reception to open a file, I approached Ms. Munira Al-Otaibi and gave her the file number. She asked for my residency permit, even though all the information was in the system. This wasn't our first time at the hospital; all our information and copies of our residency permits were already on file. She told me if I didn't like it, I should go and complain to the clinic manager. Despite this, I brought my wife's residency permit and gave it to the receptionist.I asked her to expedite the procedures, but I was shocked when she told me, \"I don't work for you! How rude!\" She refused to serve me and said, \"My name is Munira Al-Otaibi. Go complain to the clinic director.\" I asked my wife to come over, and we asked her again to finish the procedures, but she refused vehemently and said, \"I won't serve you.\" My wife told her, \"We will go and file a complaint with the clinic director.\"While we were heading there, we were surprised that she repeated the same phrase again: \"You are really rude people.\" I then went to the director of the clinics to inform him of what happened, and the director of the clinics told me to file a formal complaint, and that he would not accept what happened at all. I know and I am sure that the hospital administration will not accept insulting patients.\n\n[Arabic]:\nاثناء حضورى مع زوجتى حيث انه كان لدينا مراجعه مع الدكتور معد الساعاتى قسم العظام و عند الذهاب لقسم\nالاستقبال لفتح الملف توجهت للاخت منيره العتيبي و قمت باعطاؤها رقم الملف فطلبت منى الاقامه بالرغم من ان\nكل البيانات موجوده فى السيستم حيث ان هذه ليست المره الأولى التى ناتى بها إلى المستشفى فجميع بياناتنا\nموجوده لديكم و صور الإقامات و قالت لى ان لم يعجبك الأمر اذهب و اشتكينى لمدير العيادات و بالرغم من ذلك\nقمت بإحضار أقامه زوجتى و اعطاؤها لممثله الاستقبال و طلبت منها سرعه إنهاء الإجراءات و لكن فوجئت بانها\nقالت لى انا مش شغاله عندك ايه الوقاحه دى و رفضت خدمتى و قالت لى انا أسمى منيره العتيبي روح اشتكينى\nلمدير العيادات و طلبت من زوجتى الحضور و طلبنا منها مره اخرى إنهاء الإجراءات و لكنها رفضت بشده و قالت\nلنا لن اخدمكم و قالت زوجتى لها سنذهب لتقديم شكوى لمدير العيادات و اثناء التوجه فوجئنا بانها مره اخرى\nكررت نفس العباره انتم ناس وقحه فعلا و ذهبت بعد ذلك لمدير العيادات لاطلعه بما حدث و قال لى مدير العيادات قم بتقديم الشكوى بشكل رسمى وانه لن يقبل نهائي بما حدث فأنا اعلم ومتأكد ان اداره المستشفى لن تقبل باهانه المرضى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-03T21:00:00Z", "due_at": "2024-01-06T12:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-29T21:00:00Z", "second_reminder_sent_at": "2024-01-29T21:00:00Z", "escalated_at": "2024-01-29T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-01-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1131114, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-04 00:00:00", "closed": null, "received": "2024-01-04 15:23:00", "resolved": null, "escalated": "2024-01-30 00:00:00", "first_reminder": "2024-01-30 00:00:00" }, "imported_at": "2026-04-13T21:59:05.726275", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2043", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2043 } } }, { "model": "complaints.complaint", "pk": "87252167-3903-4e23-ae34-1052fda2af6c", "fields": { "created_at": "2025-01-20T17:39:00Z", "updated_at": "2026-04-13T19:01:13.450Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3565", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The premarital tests were conducted (UAE national), and after returning, he was contacted to add additional tests.", "description": "The premarital tests were conducted (UAE national), and after returning, he was contacted to add additional tests.\n\n[Arabic]:\nتم اجراء فحوصات ماقبل الزواج ( اماراتي الجنسية ) وبعد عودته تم التواصل لاضافة المزيد من التحاليل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-22T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-20T17:39:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3565, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "872ba0a8-326d-44ff-9ab2-076e99877cfa", "fields": { "created_at": "2025-11-13T15:07:00Z", "updated_at": "2026-04-13T19:03:13.342Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMAD AMAR MHD YASER MSALAM", "expected_result": "", "reference_number": "CMP-2025-11-5284", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"He encountered inappropriate behavior from the doctor when requesting the sick leave.\"", "description": "\"He encountered inappropriate behavior from the doctor when requesting the sick leave.\"\n\n[Arabic]:\nتم مواجهة اسلوب غير لائق من قبل الطبيب اثناء طلبه للاجازه المرضيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T15:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T15:07:00Z", "explanation_received_at": "2025-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5284, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "8747cf00-a80b-40b3-be08-434a49061b27", "fields": { "created_at": "2024-11-25T08:02:00Z", "updated_at": "2026-04-13T19:00:50.977Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3220", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An insurance claim was filed for a root canal on my tooth (a two-canal tooth) with Dr. Farhan Abdulaziz. The claim was for 1800 riyals (while the actual cost was 1440 riyals), and the insurance company partially approved 1353.57 riyals. I paid the difference of 446 riyals in cash.", "description": "An insurance claim was filed for a root canal on my tooth (a two-canal tooth) with Dr. Farhan Abdulaziz. The claim was for 1800 riyals (while the actual cost was 1440 riyals), and the insurance company partially approved 1353.57 riyals. I paid the difference of 446 riyals in cash.\n\n[Arabic]:\nتم رفع مطالبة التأمين لعمل سحب عصب لضرسي (ضرس بقناتين) مع د.فرحان عبدالعزيز، و تم رفع المطالبة\nبمبلغ ١٨٠٠ ريال (بينما التكلفة الفعلية لها ١٤٤٠ ريال) و قام التأمين بموافقة جزئية على مبلغ ١٣٥٣.٥٧ ريال و\nدفعت الفرق كاش مبلغ ٤٤٦ ريال", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-24T21:00:00Z", "due_at": "2024-11-27T08:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-24T21:00:00Z", "explanation_received_at": "2024-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30164268, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-11-25 00:00:00", "closed": null, "received": "2024-11-25 11:02:00", "resolved": "2024-11-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:50.967323", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3220", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3220 } } }, { "model": "complaints.complaint", "pk": "874f611d-62f0-402d-bca2-194b4fb0fa66", "fields": { "created_at": "2023-01-30T17:54:00Z", "updated_at": "2026-04-13T18:56:57.225Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. AHMED MOHAMMED FARRAJ JAMALADDIEN", "expected_result": "", "reference_number": "CMP-2023-01-0832", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dr. Ahmed was visited and the issue of the bottle was explained to him. He had previously been to the hospital and informed us of a severe lung infection and a fever. The chest x-ray image sent from the clinic was reviewed by Dr. Ahmed. The x-ray was normal and showed no problem, except for an esophageal issue (acidosis). It should be noted that a CT scan was performed to address the intermediate larval issue.\nAfter reviewing the images, the doctor insisted that the lungs were healthy and prescr", "description": "Dr. Ahmed was visited and the issue of the bottle was explained to him. He had previously been to the hospital and informed us of a severe lung infection and a fever. The chest x-ray image sent from the clinic was reviewed by Dr. Ahmed. The x-ray was normal and showed no problem, except for an esophageal issue (acidosis). It should be noted that a CT scan was performed to address the intermediate larval issue.\nAfter reviewing the images, the doctor insisted that the lungs were healthy and prescribed cough suppressant and allergy medication. It's worth noting that Dr. Ahmed did not conduct a clinical examination; he only reviewed the images. The patient's condition worsened, and she experienced severe pain in the right side of her chest. My wife was rushed to the emergency room and clinically diagnosed by the emergency room physician.\nShe presented with acute inflammation of the right lobe of the lung, which was later confirmed by imaging and laboratory results indicating infection with Legionella pneumophila. Achalasia was unrelated. Consequently, the patient was hospitalized for four days.\n\n\n[Arabic]:\nتمت زيارة الدكتور احمد وتم شرح لھ مشكلة زوجتي حين راجعت مستشفى سابقا وابلغونا بوجود التهااب حاد في الرئة\nووجود حرارة في الجسم وتمت مشاهدة صورة الاشعة للصدر المرسلة من المستوصف وأفاد الطبيب احمد بأن الرئة\nسليمة لايوجد بها مشكلة إنما المشكلة في من المريء(أكاليزيا) علما أن مشكلة المريء قديمة تم عمل اشعة مقطعية\nً\nوبعد مشاهدة الطبيب للصورة أصر بإفادتھ أن الرئة سليمة وتم صرف دواء لتخفيف السعال ودواء للحساسية علما أن الطبيب أحمد لم يفحص المريضة سريريا فقط اكتفى بمشاهدة الصور ازدات حالة المريضھ سوء و تعاني من ألم شديد في الصدر من جهة اليمين تم اسعاف زوجتي الى قسم الطوارىء وتم تشخيصها سريريا من قبل طبيبة الطوارىء\nبألتهاب حاد بالفص الأيمن من الرئة وهذا ما أكدتھ الصور و النتائج المخبيرية لاحقا بإصابتها بجرثومة (LEGIONELLA\nPNEUMOPHILA) ولا علاقة (الأكاليزيا) بذلك وبناء عليه ذلك تم تنويم المريضة اريع ايام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-29T21:00:00Z", "due_at": "2023-02-01T17:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-30T21:00:00Z", "second_reminder_sent_at": "2023-02-03T21:00:00Z", "escalated_at": "2023-02-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1387136, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-01-30 00:00:00", "closed": null, "received": "2023-01-30 20:54:00", "resolved": null, "escalated": "2023-02-07 00:00:00", "first_reminder": "2023-01-31 00:00:00" }, "imported_at": "2026-04-13T21:56:57.221632", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0832", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 832 } } }, { "model": "complaints.complaint", "pk": "87a36b01-e90e-4a87-bcba-064e9a43977e", "fields": { "created_at": "2024-07-22T12:25:00Z", "updated_at": "2026-04-13T19:00:07.362Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2727", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was brought in complaining of fever and chest sensitivity. She was given the wrong medicine, which led to a severe allergic reaction in the child's body.", "description": "The child was brought in complaining of fever and chest sensitivity. She was given the wrong medicine, which led to a severe allergic reaction in the child's body.\n\n[Arabic]:\nتم حضور الطفله تشكو من حراره وحساسيه بالصدر تم اعطاءها دواء خاطى مما ادى الى تحسس شديد بجسم الطفلة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-21T21:00:00Z", "due_at": "2024-07-24T12:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-23T21:00:00Z", "second_reminder_sent_at": "2024-07-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-21T21:00:00Z", "explanation_received_at": "2024-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305675, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2024-07-22 00:00:00", "closed": null, "received": "2024-07-22 15:25:00", "resolved": "2024-07-29 00:00:00", "escalated": null, "first_reminder": "2024-07-24 00:00:00" }, "imported_at": "2026-04-13T22:00:07.351998", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2727", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 2727 } } }, { "model": "complaints.complaint", "pk": "87b44739-240f-4049-aef8-2b5f8da715c8", "fields": { "created_at": "2025-08-21T11:13:00Z", "updated_at": "2026-04-13T19:02:36.292Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر", "expected_result": "", "reference_number": "CMP-2025-08-4646", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The required tests were not performed on the blood sample taken from the baby, and we were informed that we need to come again to have the sample taken again. This is the second time within the same week that the same mistake has been repeated, noting that the baby is 11 days old.", "description": "The required tests were not performed on the blood sample taken from the baby, and we were informed that we need to come again to have the sample taken again. This is the second time within the same week that the same mistake has been repeated, noting that the baby is 11 days old.\n\n[Arabic]:\nلم يتم إجراء التحاليل المطلوبة على عينة الدم المأخوذة من الطفل، وتم إبلاغنا بضرورة الحضور مرة أخرى لإعادة أخذ العينة. تعد هذه المرة الثانية خلال نفس الأسبوع التي يتم فيها تكرار نفس الخطأ، علماً بأن عمر الطفل 11 يوماً.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-23T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-21T11:13:00Z", "explanation_received_at": "2025-08-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4646, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "87b4e9cd-6bf6-4cc0-b7a3-7706aba881cf", "fields": { "created_at": "2024-04-24T04:35:00Z", "updated_at": "2026-04-13T18:59:37.565Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad Hamad Alrowaily", "expected_result": "", "reference_number": "CMP-2024-04-2394", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "As clearly shown in the attachments, the first image is from Dr. Fahd, and the second is from a doctor at another hospital. Is it reasonable for me to be treated this way? The procedure was not performed correctly as it was done without taking X-rays of the dental condition. You can verify that there are no X-rays in the hospital's system, despite having medical insurance, and the costs were paid by the insurance, amounting to approximately 6,000 or more. The result is unsatisfactory, and I have", "description": "As clearly shown in the attachments, the first image is from Dr. Fahd, and the second is from a doctor at another hospital. Is it reasonable for me to be treated this way? The procedure was not performed correctly as it was done without taking X-rays of the dental condition. You can verify that there are no X-rays in the hospital's system, despite having medical insurance, and the costs were paid by the insurance, amounting to approximately 6,000 or more. The result is unsatisfactory, and I have attached images to support this. I request a refund for all the costs incurred due to what the doctor did in the hospital.\n\n[Arabic]:\nكما هو واضح بالمرفقات صورتين الاولى للطبيب فهد والثانيه لطبيب في مستشفى اخر هل يعقل ان يتم علاجي بهذي الطريقة لم يتم اداء الاجراء على اكمل وجه حيث تم عمله بدون اخذ اشعه لحالة الاسنان ويمكنكم التأكد بعدم وجود اشعة في نظام المستشفى ومع وجود تأمين طبي وتم دفع تكاليفها من قبل التأمين بمايقارب ٦ الاف او اكثر والنتيجه نتيجه غير مرضيه مرفق لكم صور بذلك واطالب باارجاع جميع تكاليف ما قام به الطبيب داخل المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-23T21:00:00Z", "due_at": "2024-04-26T04:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-26T21:00:00Z", "second_reminder_sent_at": "2024-04-27T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-23T21:00:00Z", "explanation_received_at": "2024-04-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20160064, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.5.Patient Discharged before completing treatment" }, "timeline": { "sent": "2024-04-24 00:00:00", "closed": null, "received": "2024-04-24 07:35:00", "resolved": "2024-04-29 00:00:00", "escalated": null, "first_reminder": "2024-04-27 00:00:00" }, "imported_at": "2026-04-13T21:59:37.555784", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2394", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2394 } } }, { "model": "complaints.complaint", "pk": "87bc9c56-09ea-4db9-a326-a09cbda1c584", "fields": { "created_at": "2023-10-30T12:02:00Z", "updated_at": "2026-04-13T18:58:33.134Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1776", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He has prior medical approval and needs to cancel it in order to obtain approval for a procedure, but there has been no response or clarification from the hospital.", "description": "He has prior medical approval and needs to cancel it in order to obtain approval for a procedure, but there has been no response or clarification from the hospital.\n\n[Arabic]:\nلديه موافقة طبية سابقه يحتاج الغاء الموافقة السابقه لرفع موافقة بخصوص اجراء عملية ولا يوجد تجاوب او توضيح من قبل المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-29T21:00:00Z", "due_at": "2023-11-01T12:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-29T21:00:00Z", "explanation_received_at": "2023-10-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20298437, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-30 00:00:00", "closed": null, "received": "2023-10-30 15:02:00", "resolved": "2023-10-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:33.131464", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1776", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1776 } } }, { "model": "complaints.complaint", "pk": "87c325e1-2a4b-4e09-948e-3087db3fe86a", "fields": { "created_at": "2024-08-31T18:02:00Z", "updated_at": "2026-04-13T19:00:18.649Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2852", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A failed attempt to draw blood from a 5-day-old child, due to improper handling of the wound, resulted in bleeding from the child's hand. After the arrival of another blood draw specialist, the blood was drawn easily, and the attempt was not repeated as the first colleague had done.", "description": "A failed attempt to draw blood from a 5-day-old child, due to improper handling of the wound, resulted in bleeding from the child's hand. After the arrival of another blood draw specialist, the blood was drawn easily, and the attempt was not repeated as the first colleague had done.\n\n[Arabic]:\n محاوله سحب دم فاشله لطفل ٥ أيام وعدم التعامل مع الجرح بشكل لائق مما ادى إلى نزول دم من يد الطفل وبعد حضور اخصائي سحب الدم الاخر تم سحب الدم بكل سهوله ولم يتم التجربه لعدة مرات كما قام به الزميل في اول مره", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-30T21:00:00Z", "due_at": "2024-09-02T18:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-30T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342736, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-08-31 00:00:00", "closed": null, "received": "2024-08-31 21:02:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": "2024-09-02 00:00:00" }, "imported_at": "2026-04-13T22:00:18.645765", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2852", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2852 } } }, { "model": "complaints.complaint", "pk": "87e87d93-36fe-438b-9b4a-78154d0d3d0a", "fields": { "created_at": "2023-04-17T11:07:00Z", "updated_at": "2026-04-13T18:57:30.070Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1178", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " There is no professional nursing staff i took iron on 22/ 1/ 2023 / and now I have bruises during inserting the cannula on by the nurse , when I ask her for that she said its normal but when I went to another hospital nothing happened like this.", "description": " There is no professional nursing staff i took iron on 22/ 1/ 2023 / and now I have bruises during inserting the cannula on by the nurse , when I ask her for that she said its normal but when I went to another hospital nothing happened like this.\n\n[Arabic]:\nلا يوجد طاقم تمريض محترف. أخذت الحديد في 22/1/2023 والآن لدي كدمات بسبب إدخال القنية من قبل الممرضة. عندما سألتها عن ذلك، قالت إنه أمر طبيعي، لكن عندما ذهبت إلى مستشفى آخر لم يحدث لي شيء من هذا القبيل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-16T21:00:00Z", "due_at": "2023-04-19T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30246811, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-04-17 00:00:00", "closed": "2023-05-08 00:00:00", "received": "2023-04-17 14:07:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:30.063442", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1178", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1178 } } }, { "model": "complaints.complaint", "pk": "87ec0e71-1a34-4365-a179-a23674a5e257", "fields": { "created_at": "2025-10-08T10:45:00Z", "updated_at": "2026-04-13T19:03:00.287Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5044", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A complaint against Bupa Arabia and Al Hammadi Hospital for their failure to comply with the executive regulations for the protection of health insurance beneficiaries. As my father's representative, No. 472120773, I submit this complaint to you. My father's condition since admission was \"open-heart surgery and he has insurance.\" During the discussion, my mother insisted on transferring him to the military hospital due to his previous medical record there. However, the doctor assured her that th", "description": "A complaint against Bupa Arabia and Al Hammadi Hospital for their failure to comply with the executive regulations for the protection of health insurance beneficiaries. As my father's representative, No. 472120773, I submit this complaint to you. My father's condition since admission was \"open-heart surgery and he has insurance.\" During the discussion, my mother insisted on transferring him to the military hospital due to his previous medical record there. However, the doctor assured her that the medical staff at Al Hammadi were from the same staff working at the military hospital, and that the insurance would cover all costs. We were not notified of any additional amounts or financial violations, and they emphasized that my father has VVIP insurance with Bupa Arabia. After the surgery, he was transferred to a royal suite. Despite my mother's insistence that we did not want to incur any financial differences, the hospital confirmed that Bupa Arabia would cover all costs. However, after the treatment was completed and my father was discharged, and logically, any procedure can only be performed after insurance approval, how can he be allowed to leave the hospital if he still has unpaid amounts? Then, we were surprised to find that the hospital filed a lawsuit against my father demanding payment for his medical expenses. The lawsuit resulted in a ruling from the Court of Appeal No. 4731425897, dated 4/3/1447 AH, for an amount of 210,000 riyals. So, what is the role of Bupa Arabia, which bears the responsibility of covering his treatment? The hospital did not inform us, at the start of treatment or during it, that the insurance coverage had been exhausted, and did not submit a request for prior approval to the insurance company before providing the service, which is in violation of paragraph (5) of Article (9) of the Health Insurance Beneficiaries Protection Regulations, which states: (Clarifying the treatment plan to the beneficiary and the extent of its coverage within the document, and in the event of any additional amounts incurred by the beneficiary that exceed the benefit limits, his signature must be obtained before performing any treatment procedure). Therefore, I hope that you will contact Bupa Arabia and oblige it to pay the judgment referred to above and provide us with all the details related to membership number (30756179) and the approvals and non-approvals issued from it and all the documents including the document, despite the fact that two complaints were submitted to the Insurance Authority, the first numbered (SR00315858) and the second numbered (SR00319771) due to the lack of response and refusal of Bupa Arabia to provide any documents, documents or approvals issued, knowing that it is the only party concerned with these documents.\n\n[Arabic]:\nشكوى ضد شركة بوبا العربية ومستشفى الحمادي لعدم التزامهما باللائحة التنفيذية لحماية مستفيدي التأمين الصحي وبصفتي وكيلة عن والدي برقم (472120773) أتقدم لسعادتكم بهذه الشكوى \nكانت حالة والدي منذ الدخول “عملية قلب مفتوح وهناك تأمين”، وخلال النقاش، حرصت الوالدة على نقل الوالد إلى المستشفى العسكري نظرًا لوجود ملف طبي سابق له هناك، لكن الطبيب أكد لها أن الكادر الطبي في الحمادي من ذات الطاقم العامل في العسكري، وأن التأمين سيتكفل بكامل التكاليف، ولم يتم إشعارنا بأي مبالغ إضافية أو تجاوزات مالية مع التاكيد على ان الوالد لدية تامين VVIP مع شركة بوبا العربية وبعد العملية، نُقل إلى جناح ملكي، ورغم تأكيد الوالدة على أننا لا نرغب بتحمل أي فروقات مالية، أكد المستشفى أن شركة بوبا العربية ستغطي جميع التكاليف غير أنه بعد انتهاء العلاج وخروج والدي ومن المنطق ان عمل اي اجراء لا يتم إلا بعد موافقة التامين كيف يتم السماح له بالخروج من المستشفى ولا زال لديه مبالغ لم يتم سدادها ؟ ثم بعد ذلك فوجئنا بقيام المستشفى برفع دعوى قضائية ضد والدي يطالبه فيها بالتكاليف العلاجية، وانتهت بصدور صك حكم من محكمة الاستئناف رقم (4731425897) وتاريخ 3/4/1447هـ بمبلغ (210,000) ريال. فأين دور شركة بوبا العربية التي تتحمل مسؤولية تغطية علاجه؟ كما أن المستشفى لم يبلغنا عند بدء العلاج أو أثناءه باستنفاد التغطية التأمينية، ولم يقم برفع طلب موافقة مسبقة إلى شركة التأمين قبل تقديم الخدمة، وهو ما يخالف الفقرة (5) من المادة (9) من لائحة حماية مستفيدي التأمين الصحي التي تنص على: (إيضاح الخطة العلاجية للمستفيد ومدى تغطيتها من ضمن الوثيقة، وفي حال وجود أي مبالغ إضافية يتكبدها المستفيد تفوق حدود المنفعة فيتوجب الحصول على توقيعه قبل القيام بأي إجراء علاجي)، لذلك آمل منكم مخاطبة شركة بوبا العربية وإلزامها بسداد الحكم المشار اليه أعلاه وتزويدنا بكافة التفاصيل المتعلقة بالعضوية رقم (30756179) وما صدر منها من موافقات وعدم موافقات وكافة المستندات من ضمنها الوثيقة وبالرغم من انه تم الرفع للهيئة التامين بشكوتين الاولى برقم (SR00315858) الثانية برقم (SR00319771) بسبب عدم تجاوب ورفض شركة بوبا العربية لتقديم اي مستندات او وثيقة او موافقات صادرة مع العلم انها الجهة المعنية الوحيدة بتلك المستندات. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-10T10:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-08T10:45:00Z", "explanation_received_at": "2025-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5044, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "88039935-9891-4cc4-ad93-847f74070fb0", "fields": { "created_at": "2022-09-25T17:51:00Z", "updated_at": "2026-04-13T18:56:08.076Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0098", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 03-04-2022 I took FERINJECT INJ and the Filipino nurse she put the cannula for me , I saw spot on my skin and when I asked the nurse there she said this is will going disappear but the spot still on my hand until now ", "description": "On 03-04-2022 I took FERINJECT INJ and the Filipino nurse she put the cannula for me , I saw spot on my skin and when I asked the nurse there she said this is will going disappear but the spot still on my hand until now \n\n[Arabic]:\nفي 3 أبريل 2022، تلقيت حقنة فيرينجكت، وقامت ممرضة فلبينية بتركيب القنية. لاحظتُ بقعة على جلدي، وعندما سألتُ الممرضة، قالت إنها ستختفي، لكن البقعة لا تزال موجودة على يدي حتى الآن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-27T17:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-14T21:00:00Z", "second_reminder_sent_at": "2022-09-16T21:00:00Z", "escalated_at": "2022-09-17T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1497820, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-25 20:51:00", "resolved": "2022-09-26 00:00:00", "escalated": "2022-09-18 00:00:00", "first_reminder": "2022-09-15 00:00:00" }, "imported_at": "2026-04-13T21:56:08.065760", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0098", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 98 } } }, { "model": "complaints.complaint", "pk": "88371462-912f-47da-b594-acf713d6877a", "fields": { "created_at": "2023-05-16T17:49:00Z", "updated_at": "2026-04-13T18:57:40.032Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Azza Bashir ", "expected_result": "", "reference_number": "CMP-2023-05-1259", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "The patient was refused entry and was not given reasons for not being seen at the scheduled time, despite arriving 30 minutes early. After waiting a long time outside the clinic, when we inquired, the nurse told us to wait due to patients ahead of us. After they finished, we asked again and were told to wait longer for more patients. When we finally entered, the doctor raised her voice, and there was a discussion between her and my husband. When I asked about the reason for my referral to anothe", "description": "The patient was refused entry and was not given reasons for not being seen at the scheduled time, despite arriving 30 minutes early. After waiting a long time outside the clinic, when we inquired, the nurse told us to wait due to patients ahead of us. After they finished, we asked again and were told to wait longer for more patients. When we finally entered, the doctor raised her voice, and there was a discussion between her and my husband. When I asked about the reason for my referral to another doctor after 8 months of consultations, the doctor informed me that my husband was the reason for the referral and instructed me to go to another doctor for future visits. I informed her of the need for a detailed report on the patient’s condition and necessary prenatal needs, and I requested a clear plan outlining the vaccinations, medications, and health status provided so that we can consult a specialist at another hospital.\n\n[Arabic]:\nتم رفض استقبال المريضه والإجابة عن اسباب عدم الدخول على الموعد وادخال مراجعين اخرين رغم الحضور المبكر عن الموعد بنصف ساعة تم الانتظار الطويل امام العياده وعند السوال تم اخبارنا من قبل الممرضه بالانتظار لوجود مرضى قبلي وبعد الانتهاء منهم تم الاستفسار للمره الثانيه وتم طلب الانتظار لمده اطول لوجود مرضى قبلي وعند الدخول تم رفع الصوت من قبل الدكتوره وكان هناك نقاش بينها وبين زوجي وعند السوال عن سبب تحويلي لدكتوره اخرى بعد مراجعات دامت ٨ أشهر تم ابلاغي من قبل الطبيبه ان زوجي هو السبب حيث قامت بتحويلي على طبيبه اخرى وابلاغي بالتوجه لها في الزيارات القادمه علما اني ابلغتها بضرورة الحصول على تقرير مفصل على حالة المريضه والاحتياجات اللازمة ماقبل الولادة ويتم توضيح خطة مفصلة لما تم تقديمه من تطعيمات وأدوية والحاله الصحية ليتسنى لنا مراجعه دكتورة مختصة في مشفى اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-16T21:00:00Z", "due_at": "2023-05-18T17:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-16T21:00:00Z", "explanation_received_at": "2023-05-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-20T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231367, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-17 00:00:00", "closed": "2023-05-21 00:00:00", "received": "2023-05-16 20:49:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.020914", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1259", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1259 } } }, { "model": "complaints.complaint", "pk": "88393935-a927-42dc-b2a6-82b152227b6c", "fields": { "created_at": "2025-05-07T10:12:00Z", "updated_at": "2026-04-13T19:01:57.981Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-05-4131", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My reports were printed by the reports clerk using only my phone number, without asking for my residency ID. Additionally, someone I work with provided me with private information about myself that should only be known to me, the treating doctor, and the insurance personnel. I now have serious concerns that my medical confidentiality may have been breached. My right to privacy as a patient is indivisible. I kindly request that my medical confidentiality be respected.", "description": "My reports were printed by the reports clerk using only my phone number, without asking for my residency ID. Additionally, someone I work with provided me with private information about myself that should only be known to me, the treating doctor, and the insurance personnel. I now have serious concerns that my medical confidentiality may have been breached. My right to privacy as a patient is indivisible. I kindly request that my medical confidentiality be respected.\n\n[Arabic]:\nلم تقم موضفه التقارير بالتحقق من هويه المراجع حيث سلمت التقارير بدون تحقق", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-09T10:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-07T10:12:00Z", "explanation_received_at": "2025-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4131, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "884b913f-8875-41af-bd62-e095cb7ecb3d", "fields": { "created_at": "2022-08-27T10:26:00Z", "updated_at": "2026-04-13T18:55:56.858Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0017", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Medical approvals were submitted to the insurance company from the first visit and were rejected because the insurance is not effective and requires disclosure of pregnancy to visit women’s and maternity clinics. I was not informed of the rejection and the delivery was performed. Afterwards, I was informed that the insurance rejects all approvals for all visits for six months and a financial claim of 15,000 was filed, knowing that the beneficiary only pays the deductible for all previous visits.", "description": "Medical approvals were submitted to the insurance company from the first visit and were rejected because the insurance is not effective and requires disclosure of pregnancy to visit women’s and maternity clinics. I was not informed of the rejection and the delivery was performed. Afterwards, I was informed that the insurance rejects all approvals for all visits for six months and a financial claim of 15,000 was filed, knowing that the beneficiary only pays the deductible for all previous visits.\n\n[Arabic]:\nتم رفع الموافقات الطبيه لشركة التأمين من اول زيارة ويتم الرفض بسبب ان التأمين غير فعال وبحاجه الى افصاح الحمل لزيارة عيادات النساء والولادة ولم يتم اخبار ي بالرفض وتم اجراء عملية الولاده بعدها تم اخباري بأن التأمين يرفض جميع الموافقات لكامل الزيارات لمدة ستة اشهر وتم رفع مطالبة ماليه بقيمة 15الف مع العلم بأن المستفيد يدفع نسبة التحمل فقط لكل الزيارات السابقه. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-08-29T10:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30148010, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-08-27 13:26:00", "resolved": "2022-09-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:56.852418", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0017", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 17 } } }, { "model": "complaints.complaint", "pk": "885d1497-f4a2-412d-b6e2-d91c29258241", "fields": { "created_at": "2023-10-08T16:07:00Z", "updated_at": "2026-04-13T18:58:29.780Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1688", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency department on 1/10/2023 and had a COVID-19 swab taken. The result was positive, and I was informed that I needed to take one day off in the system, but it was not taken by the emergency department.", "description": "I went to the emergency department on 1/10/2023 and had a COVID-19 swab taken. The result was positive, and I was informed that I needed to take one day off in the system, but it was not taken by the emergency department.\n\n[Arabic]:\nتم حضوري لقسم الطوارئ بتاريخ 1/10/2023 واجراء مسحه COVID-19 ، وكانت النتيجة موجبه وتمت إفادتي برفع اجازة يوم واحد في النظام ولم يتم رفعها من قبل قسم الطوارئ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-07T21:00:00Z", "due_at": "2023-10-10T16:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-17T21:00:00Z", "second_reminder_sent_at": "2023-10-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-07T21:00:00Z", "explanation_received_at": "2023-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292695, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-08 00:00:00", "closed": null, "received": "2023-10-08 19:07:00", "resolved": "2023-10-22 00:00:00", "escalated": null, "first_reminder": "2023-10-18 00:00:00" }, "imported_at": "2026-04-13T21:58:29.776664", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1688", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1688 } } }, { "model": "complaints.complaint", "pk": "88703c19-1ddf-4315-a7ff-2a7d06f33e2e", "fields": { "created_at": "2023-07-10T15:03:00Z", "updated_at": "2026-04-13T18:57:59.200Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1426", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were informed by the doctor that a special navigation device was necessary to reach the surgical site without damaging the nerve area behind the eye, due to the precision and complexity of the procedure. Later, during the operation, which lasted longer than agreed upon, the attending physician informed us that the navigation device had malfunctioned. We contacted the maintenance department, but received no response. My son was given additional doses of anesthesia, and this was not stopped. No", "description": "We were informed by the doctor that a special navigation device was necessary to reach the surgical site without damaging the nerve area behind the eye, due to the precision and complexity of the procedure. Later, during the operation, which lasted longer than agreed upon, the attending physician informed us that the navigation device had malfunctioned. We contacted the maintenance department, but received no response. My son was given additional doses of anesthesia, and this was not stopped. No further procedures were performed on my son. We were discharged from the hospital to have the procedure done at another hospital, but the insurance company refused to cover it. The insurance company informed us that the operation had already been performed, which is incorrect.\n\n[Arabic]:\nتم ابلاغنا من قبل الطببيب بضرورة توفر جهاز ملاحه خاص للوصول الى مكان العمليه دون الاضرار بالمنطقة العصبية خلف العين لدقة وصعوبة العملية . بعد ذلك واثناء العمليه التي استغرقت وقت اطول مما تم الاتفاق عليه تم ابلاغنا من الطبيب المعالج ان جهاز الملاحه قد تعطل اثناء العمليه وتم التواصل مع قسم لصيانه ولم يتم التجاوب حيث تم اعطاء ابني جرعات اضافيه من المخدر ولم يتم ايقاف ذلك لم يتم عمل اي اجراء لابني حيث تم الخروج من المستشفى لعمل الاجراء في مستشفى اخر ولكن تم الرفض من قبل شركة التأمين وافادتنا من قبل شركة التأمين ان العمليه تمت بالفعل وهذا غير صحيح . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-12T21:00:00Z", "due_at": "2023-07-12T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-12T21:00:00Z", "explanation_received_at": "2023-07-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1545711, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.2.Medical device failure" }, "timeline": { "sent": "2023-07-13 00:00:00", "closed": null, "received": "2023-07-10 18:03:00", "resolved": "2023-07-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.190827", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1426", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1426 } } }, { "model": "complaints.complaint", "pk": "88f0eecd-0ac3-4d27-9c09-34f7a005560a", "fields": { "created_at": "2022-10-16T14:24:00Z", "updated_at": "2026-04-13T18:56:19.225Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0396-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.", "description": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.\n\n[Arabic]:\nتم تشخيص طفلي بوجود كسر في عظمة الترقوه وتم عمل اشعه تؤكد ذلك ولم يتم توضيح وقت واسباب حصول ذلك .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-18T14:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226880, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-16 17:24:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.213254", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0396-B", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 396 } } }, { "model": "complaints.complaint", "pk": "88f1f8a3-7d63-4b1a-9d3c-0a4982b6e33c", "fields": { "created_at": "2023-10-11T17:45:00Z", "updated_at": "2026-04-13T18:58:30.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED MATAR", "expected_result": "", "reference_number": "CMP-2023-10-1704", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was not properly diagnosed, and there was a delay in paying additional fees. After going to another hospital, the patient was transferred in an emergency situation for surgery, and his leg was amputated.", "description": "The patient was not properly diagnosed, and there was a delay in paying additional fees. After going to another hospital, the patient was transferred in an emergency situation for surgery, and his leg was amputated.\n\n[Arabic]:\nعدم تشخيص المريض بشكل صحيح والمماطله لدفع رسوم اضافيه حيث انه بعد التوجهه لمستشفى اخر تم نقل المريض بحاله طارئه للعمليات وبتر الرجل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T17:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-11T21:00:00Z", "second_reminder_sent_at": "2023-10-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1040087346, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Examination", "classification": "Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 20:45:00", "resolved": "2023-10-17 00:00:00", "escalated": null, "first_reminder": "2023-10-12 00:00:00" }, "imported_at": "2026-04-13T21:58:30.321902", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1704", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 1704 } } }, { "model": "complaints.complaint", "pk": "890f212c-a317-4c92-ae3f-ee08b28f4411", "fields": { "created_at": "2025-11-17T11:57:00Z", "updated_at": "2026-04-13T19:03:14.144Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5320", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's EEG recording was not saved due to a device malfunction in 2023.\"", "description": "\"The patient's EEG recording was not saved due to a device malfunction in 2023.\"\n\n[Arabic]:\nلم يتم حفظ رسم تخطيط الدماغ للمريضه بسبب عطل في الجهاز سنة 2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 56, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-19T11:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-17T11:57:00Z", "explanation_received_at": "2025-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5320, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "8938d98e-e89a-48bd-9122-97b05128c28d", "fields": { "created_at": "2023-03-02T08:48:00Z", "updated_at": "2026-04-13T18:57:16.371Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0967", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He went to the pharmacy but was not given the full two-month supply of medication; he was only given a one-month supply due to insufficient stock.\n\nCONCERTA 18 MG, 36 MG", "description": "He went to the pharmacy but was not given the full two-month supply of medication; he was only given a one-month supply due to insufficient stock.\n\nCONCERTA 18 MG, 36 MG\n\n[Arabic]:\nتم التوجهه الى الصيدلية ولم يتم صرف الدواء له كامل لمدة شهرين تم صرف دواء لشهر واحد فقط وذلك لعدم توفر كمية كافية . \nCONCERTA 18 MG, 36 MG", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-04T08:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": "2023-03-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30194116, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-02 11:48:00", "resolved": "2023-03-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.367546", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0967", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 967 } } }, { "model": "complaints.complaint", "pk": "89492b22-7402-4a43-b725-f0bc658d7bbc", "fields": { "created_at": "2023-08-12T10:24:00Z", "updated_at": "2026-04-13T18:58:09.306Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1519", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "medical approval issue ", "description": "medical approval issue \n\n[Arabic]:\nتم الاستئناف بسبب ان المحكمه الزمت المستفيد بالسداد علما بان التأمين وافق على العمليه وبعد عمل العمليه رفض العمليه والمستشفى ضاعف المبلغ على التأمين وبنا على ذلك رفض التأمين وهذه الاشكاليه بين المستشفى والتأمين والمتضرر هو المؤمن عليه واصدرت المحكمه مهله خمس ايام في حال عدم السداد سوف تتوقف خدمات المستفيد / تم الاستئناف لارفاق المستنداتتم التوجه بتاريخ 24 ديسمبر وتمت الموافقه بكامل المبلغ وبعد اجراء الخدمه يقوم مقدم الخدمه برفع موافقات بخدمات لم اتلقاها بقيمه 22 الف وشركه التامين ترفض ولايوجد توضيح من مقدم الخدمه فيما يتعلق بالموافقات الاضافيه برقم (55513235)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-14T10:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": "2023-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-08-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1133647, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 13:24:00", "resolved": "2023-08-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.296475", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1519", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1519 } } }, { "model": "complaints.complaint", "pk": "897bff56-f5d3-4937-8949-6939b657a390", "fields": { "created_at": "2023-05-14T18:00:00Z", "updated_at": "2026-04-13T18:57:39.804Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1254", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There are pending approvals at Al Hammadi Hospital with the numbers 71016662 and 71016587. When I contacted the approvals department to verify, I was informed that there are no approvals available at the hospital. The approvals staff member indicated that an email would be sent to my insurance company confirming what was mentioned to me about the absence of any approvals at the hospital. To this day, the issue has not been resolved or clarified by the concerned department.", "description": "There are pending approvals at Al Hammadi Hospital with the numbers 71016662 and 71016587. When I contacted the approvals department to verify, I was informed that there are no approvals available at the hospital. The approvals staff member indicated that an email would be sent to my insurance company confirming what was mentioned to me about the absence of any approvals at the hospital. To this day, the issue has not been resolved or clarified by the concerned department.\n\n[Arabic]:\nيوجد موافقه معلقه لدى مستشفى الحمادي برقم 71016662 / 71016587 وعند التواصل مع قسم الموافقات لتاكد تم اخباري بعدم وجود اي موافقه لدى المستشفى وتم اخباري من قبل موظفة الموافقات بانه سوف يتم ارسال ايميل الى شركة التامين لدي يثبت ماتم ذكره لي بعدم وجود اي موافقه لدى المستشفى والى الان لم يتم حل الاشكاليه او التوضيح من قبل القسم المعني . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-13T21:00:00Z", "due_at": "2023-05-16T18:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-13T21:00:00Z", "explanation_received_at": "2023-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30038898, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-05-14 00:00:00", "closed": null, "received": "2023-05-14 21:00:00", "resolved": "2023-05-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.801656", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1254", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1254 } } }, { "model": "complaints.complaint", "pk": "89930592-c109-4d5b-8645-1cba3e55b644", "fields": { "created_at": "2025-10-19T10:52:00Z", "updated_at": "2026-04-13T19:03:02.325Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5105", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Upon my arrival at the emergency department, I was suffering from a high fever (39), and I was left\nfor a long time without any response from the nursing staff I repeatedly tried to request assistance\nusing the emergency call button, but there was no effective response, and no one came until much\nlater When the nurse finally arrived, she gave me a fever reducer and an IV drip. However While she\nwas administering medication to another patient next to me, she accidentally hit the IV pole attached\n", "description": "Upon my arrival at the emergency department, I was suffering from a high fever (39), and I was left\nfor a long time without any response from the nursing staff I repeatedly tried to request assistance\nusing the emergency call button, but there was no effective response, and no one came until much\nlater When the nurse finally arrived, she gave me a fever reducer and an IV drip. However While she\nwas administering medication to another patient next to me, she accidentally hit the IV pole attached\nto my drip with the medication trolley, causing the needle to move and almost fall on me. When I\npolitely asked her to be careful, she responded by yelling at me and speaking in an inappropriate\nmanner Later, . She inserted the device into my ear forcefully, causing noticeable pain Additionally,\nshe removed the IV drip before it was finished, without explaining why, despite my visibly exhausted\n.condition\n\n[Arabic]:\nعند وصولي إلى قسم الطوارئ، كنت أعاني من ارتفاع في درجة الحرارة (39)، وتُركتُ لفترة طويلة دون أي رد من طاقم التمريض. حاولتُ مرارًا طلب المساعدة باستخدام زر الاتصال بالطوارئ، ولكن لم يكن هناك رد فعال، ولم يأتِ أحد إلا بعد فوات الأوان. عندما وصلت الممرضة أخيرًا، أعطتني خافضًا للحرارة ومحلولًا وريديًا. ومع ذلك، بينما كانت تُعطي الدواء لمريض آخر بجواري، ارتطمت عن طريق الخطأ بعمود المحلول الوريدي المتصل بمحلولي الوريدي بعربة الدواء، مما تسبب في تحرك الإبرة وكادت أن تسقط عليّ. عندما طلبتُ منها بأدب أن تكون حذرة، ردت بالصراخ عليّ والتحدث بطريقة غير لائقة. لاحقًا، أدخلت الجهاز في أذني بقوة، مما تسبب في ألم ملحوظ. بالإضافة إلى ذلك، أزالت المحلول الوريدي قبل الانتهاء، دون أن تُفسر السبب، على الرغم من حالتي المُرهقة بشكل واضح.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T10:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T10:52:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5105, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "89ece4b2-572b-46e4-a3c1-96cca355d0db", "fields": { "created_at": "2024-03-05T17:58:00Z", "updated_at": "2026-04-13T18:59:25.649Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2024-03-2258", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "I visited Dr. Mohammed Al-Ameen, but I did not find any benefit from that. He removed the cast and was examining my foot with his eyes and did not bother to look at it carefully. He only moved it forward and backward. I was asking him about many things, and he did not tell me how to practice certain activities such as walking, driving, going to the gym, and others. I had to ask him about everything. He prescribed a regular ankle brace for me, not a supportive brace that could support my foot, an", "description": "I visited Dr. Mohammed Al-Ameen, but I did not find any benefit from that. He removed the cast and was examining my foot with his eyes and did not bother to look at it carefully. He only moved it forward and backward. I was asking him about many things, and he did not tell me how to practice certain activities such as walking, driving, going to the gym, and others. I had to ask him about everything. He prescribed a regular ankle brace for me, not a supportive brace that could support my foot, and the brace was very painful like a knife!! I had to ask him when to wear it, when to stop wearing it, when to use it, and what I should do. Now, two months after my visit to him, I am suffering from severe tendon inflammation in the same foot and the same side of the fracture and tear that happened to me at that time! Is this because of his negligence, since he did not perform his full duty? Because I do not see any other cause than that. He is the doctor; he is the one who needs to tell me everything instead of waiting for me to ask him. And now I am suffering from very, very severe pain.\n\n[Arabic]:\n قمت بزيارة الدكتور محمد الأمين لكن لم أجد اي فائدة من ذلك قام بفك الجبيرة وكان يتفحص قدمي بعينيه ولم\nيتكلف بالاطلاع عليها كثيرًا فقط قام بتحركيها امام وللخلف، وكنت اقوم بسؤاله عن امور كثيرة لم يخبرني كيف\nامارس بعض الامور كالمشي والقيادة والنادي وغيرها... كان كل شيء احتاج لسؤاله عنه، وصرف لي مشد قدم عادي\nوليس دعامة لو كان ممكن يسند قدمي والمشد كان مؤلم جدًا كحد السكين!! وكنت احتاج لسؤاله متى ارتديه متى\nاتوقف عن ارتداءه متى استخدم ماذا افعل! والآن بعد شهرين من مراجعتي له أعاني من التهاب حاد في الوتر في\nنفس القدم ونفس جهة الكسر والتمزق التي حدثت لي وقتها! هل هذا بسبب اهماله حيث انه لم يقم بواجبه\nالكامل؟ لأن لا ارى اي مسبب غير ذلك، هو الطبيب هو من يحتاج ان يخبرني بكل شيء بدل من انتظاري لسؤاله،\nوانا الآن اعاني من ألم شدددديد جدًا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-05T21:00:00Z", "due_at": "2024-03-07T17:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-08T21:00:00Z", "second_reminder_sent_at": "2024-03-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-05T21:00:00Z", "explanation_received_at": "2024-03-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308006, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-03-06 00:00:00", "closed": null, "received": "2024-03-05 20:58:00", "resolved": "2024-03-20 00:00:00", "escalated": null, "first_reminder": "2024-03-09 00:00:00" }, "imported_at": "2026-04-13T21:59:25.645419", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2258", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 2258 } } }, { "model": "complaints.complaint", "pk": "89f6a0ff-146a-4856-9f6a-e35ee0ef5567", "fields": { "created_at": "2025-06-15T18:41:00Z", "updated_at": "2026-04-13T19:02:10.956Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-06-4310", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of professionalism in nursing when inserting the solution into the vein and delay in hospitalization procedures", "description": "Lack of professionalism in nursing when inserting the solution into the vein and delay in hospitalization procedures\n\n[Arabic]:\nعدم احترافية التمريض في ادخال المحلول للوريد والتاخير في اجراءات التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-17T18:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-15T18:41:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4310, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "8a0ff08a-c046-43aa-b5b6-c36a2c9d395a", "fields": { "created_at": "2023-11-08T08:39:00Z", "updated_at": "2026-04-13T18:58:41.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1814", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The aforementioned department failed to respond to my calls and WhatsApp messages. I tried contacting them from 9:00 AM to 11:15 AM without any response. I then contacted the appointments department, who thankfully responded quickly, and transferred the call to the approvals department, which also failed to answer. I submitted a request for contact through the appointments department, and unfortunately, the call came only after I had personally visited the hospital and complained to the administ", "description": "The aforementioned department failed to respond to my calls and WhatsApp messages. I tried contacting them from 9:00 AM to 11:15 AM without any response. I then contacted the appointments department, who thankfully responded quickly, and transferred the call to the approvals department, which also failed to answer. I submitted a request for contact through the appointments department, and unfortunately, the call came only after I had personally visited the hospital and complained to the administrative manager. The approvals department finally contacted me at 11:28 AM – two and a half hours to get in touch! Is this reasonable? As a result, I wasted my time coming to the hospital to submit a medical approval that should have been submitted on November 7, 2023, but was not processed due to a system malfunction. Now I am forced to wait because of the medical approvals department.\n\n[Arabic]:\nعدم الرد على الاتصالات والواتس من قبل القسم المذكور حيث قمت بتواصل معهم من الساعه ٩ صباحا الى\nالساعه ١١.١٥ ولا يوجد اي تجاوب منهم قمت بالاتصال بقسم المواعيد مشكورين على سرعة الرد وتم تحويل\nالمكالمه لقسم الموافقات ولم يتم الرد كذلك فقمت برفع طلب تواصل عن طريق قسم المواعيد وللاسف جاء\nالاتصال بعد حضوري شخصيا للمستشفى والشكوى لدى المدير الاداري فتم التواصل من قبل الموافقات الساعه\n١١.٢٨ دقيقه ساعتين ونص لكي يتم التواصل مع العميل هل هذا منطقي ؟ والنتيجه ضايع وقت مراجع في الحضور\nللمستشفى لرفع موافقه طبيه يفترض انها رفعت من تاريخ ٧/١١/٢٠٢٣ ولكن بسبب تعطل النظام لم ترفع . الان\nانا مجبر للانتظار بسبب قسم الموافقات الطبيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-08T21:00:00Z", "due_at": "2023-11-10T08:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-08T21:00:00Z", "explanation_received_at": "2023-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1289257, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-11-09 00:00:00", "closed": null, "received": "2023-11-08 11:39:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.972022", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1814", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1814 } } }, { "model": "complaints.complaint", "pk": "8a56f75e-fbaf-46c5-b744-3d1716f91936", "fields": { "created_at": "2025-05-17T07:41:00Z", "updated_at": "2026-04-13T19:01:59.248Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض وحدة العناية لحديثي الولادة", "expected_result": "", "reference_number": "CMP-2025-05-4171", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We would like to point out some observations regarding the behavior of certain nurses and on-call\ndoctors. There was a noticeable lack of proper communication when explaining the baby’s condition,\nin addition to a lack of patience in responding to our inquiries about the newborn’s status.\nFurthermore, the tone and manner of communication were inappropriate and do not reflect the\nreputation of a prestigious hospital such as Al Hammadi, which has always been known for its high\n.level of profession", "description": "We would like to point out some observations regarding the behavior of certain nurses and on-call\ndoctors. There was a noticeable lack of proper communication when explaining the baby’s condition,\nin addition to a lack of patience in responding to our inquiries about the newborn’s status.\nFurthermore, the tone and manner of communication were inappropriate and do not reflect the\nreputation of a prestigious hospital such as Al Hammadi, which has always been known for its high\n.level of professionalism and respectful treatment of patients\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 158, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-19T07:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-17T07:41:00Z", "explanation_received_at": "2025-05-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4171, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "8a6f15f4-a4e6-4836-a734-66ba306928a1", "fields": { "created_at": "2024-08-29T14:07:00Z", "updated_at": "2026-04-13T19:00:18.299Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2843", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The ER nurse have tried multiple times to inject the needle in my arm in a wrong way which led my hand to be swollen ", "description": "The ER nurse have tried multiple times to inject the needle in my arm in a wrong way which led my hand to be swollen \n\n[Arabic]:\nحاولت ممرضة قسم الطوارئ عدة مرات حقن الإبرة في ذراعي بطريقة خاطئة مما أدى إلى تورم يدي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-30T21:00:00Z", "due_at": "2024-08-31T14:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-30T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292965, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-08-31 00:00:00", "closed": null, "received": "2024-08-29 17:07:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:18.295314", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2843", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 2843 } } }, { "model": "complaints.complaint", "pk": "8a75c92e-9779-4b69-b01f-7808f7fe22f9", "fields": { "created_at": "2025-07-06T13:53:00Z", "updated_at": "2026-04-13T19:02:22.524Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-07-4423", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I submit this official complaint to you in my capacity as the guardian of my two daughters, Salma and Alia, aged two and four, who were admitted to your medical facility for treatment. On July 4, 5, and 6, 2025, my two daughters were subjected to clear negligence and dereliction by the nursing staff during attempts to draw blood samples and insert intravenous cannulas. The needles were placed in the wrong locations several times, preventing the staff from drawing blood. This forced them to remo", "description": " I submit this official complaint to you in my capacity as the guardian of my two daughters, Salma and Alia, aged two and four, who were admitted to your medical facility for treatment. On July 4, 5, and 6, 2025, my two daughters were subjected to clear negligence and dereliction by the nursing staff during attempts to draw blood samples and insert intravenous cannulas. The needles were placed in the wrong locations several times, preventing the staff from drawing blood. This forced them to remove the needle and insert it again in different locations for each child. . worse is that the problem recurred with both girls on more than one occasion, Finally, upon requesting a nurse from the intensive care unit, she was able to draw blood for my daughter easily, professionally, and without any significant suffering. \n\n[Arabic]:\nأتقدم إليكم بهذه الشكوى الرسمية بصفتي الوصي على ابنتيّ سلمى وعلياء، البالغتين من العمر عامين وأربعة أعوام، واللتين تم إدخالهما إلى منشأتكم الطبية لتلقي العلاج. في 4 و5 و6 يوليو 2025، تعرضت ابنتيّ لإهمال وتقصير واضح من قبل طاقم التمريض أثناء محاولات سحب عينات الدم وإدخال الكانيولا الوريدية. تم وضع الإبر في أماكن خاطئة عدة مرات، مما منع الطاقم من سحب الدم. هذا اضطرهم إلى إزالة الإبرة وإدخالها مرة أخرى في أماكن مختلفة لكل طفلة. ... والأسوأ من ذلك أن المشكلة تكررت مع كلتا الفتاتين في أكثر من مناسبة، وأخيرًا، عند طلب ممرضة من وحدة العناية المركزة، تمكنت من سحب الدم لابنتي بسهولة واحترافية ودون أي معاناة تذكر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T13:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T13:53:00Z", "explanation_received_at": "2025-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4423, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "8a7cfacf-99d6-431b-b23f-d0e1f7c151b9", "fields": { "created_at": "2023-06-19T16:46:00Z", "updated_at": "2026-04-13T18:57:49.889Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1363", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have attempted to contact multiple times via phone, but there has been no response.\n", "description": "I have attempted to contact multiple times via phone, but there has been no response.\n\n\n[Arabic]:\nتم التواصل عن طريق الاتصال اكثر من مره ولم يتم الرد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 89, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-18T21:00:00Z", "due_at": "2023-06-21T16:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-18T21:00:00Z", "explanation_received_at": "2023-06-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1210378772, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-06-19 00:00:00", "closed": null, "received": "2023-06-19 19:46:00", "resolved": "2023-06-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.881582", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1363", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم السنترال", "main": "الإداري" }, "original_complaint_num": 1363 } } }, { "model": "complaints.complaint", "pk": "8a7f7ba1-f2e1-41ee-ae27-2e0b737fb925", "fields": { "created_at": "2025-08-07T12:06:00Z", "updated_at": "2026-04-13T19:02:34.766Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية ", "expected_result": "", "reference_number": "CMP-2025-08-4585", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request for medical treatment was submitted, but it was denied due to insufficient information being provided. Furthermore, the insurance company's inquiry went unanswered for over four hours, resulting in the insurance company refusing to contact the hospital again.", "description": "A request for medical treatment was submitted, but it was denied due to insufficient information being provided. Furthermore, the insurance company's inquiry went unanswered for over four hours, resulting in the insurance company refusing to contact the hospital again.\n\n[Arabic]:\nتم رفع طلب للعلاج الطبي، إلا أنه تم رفضه بسبب عدم إرسال المعلومات الكافية. بالإضافة إلى ذلك، لم يتم الرد على استفسار شركة التأمين لمدة تجاوزت أربع ساعات، مما أدى إلى رفض شركة التأمين التواصل مجددًا مع المستشفى.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-09T12:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-07T12:06:00Z", "explanation_received_at": "2025-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4585, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "8a986650-e042-41d4-8b5e-764fb52b9006", "fields": { "created_at": "2022-12-05T14:06:00Z", "updated_at": "2026-04-13T18:56:42.405Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0625", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father is in the intermediate care unit. He's bedridden and can't move his limbs. I asked the nurses to take care of him, specifically to adjust his hand constantly to prevent injury. On November 26th, I requested an X-ray of his hand because he was complaining of pain. I saw it was swollen and painful, and they took the X-ray. We let that go. A week later, I spoke to them about the ventilator, asking them to adjust it periodically since my son can't move it. I come every day to remind them, ", "description": "My father is in the intermediate care unit. He's bedridden and can't move his limbs. I asked the nurses to take care of him, specifically to adjust his hand constantly to prevent injury. On November 26th, I requested an X-ray of his hand because he was complaining of pain. I saw it was swollen and painful, and they took the X-ray. We let that go. A week later, I spoke to them about the ventilator, asking them to adjust it periodically since my son can't move it. I come every day to remind them, but it's like I haven't said anything. Finally, I have a question: my father has deep cuts on his ear. When I contacted them and asked for cream and cotton, I discovered the cream had already been prescribed, but they weren't applying it. I spoke to the doctor in the ICU and explained everything. He replied, \"First of all, thank God your father is safe. He's out of the woods.\" So, you're only concerned about this ear wound? I don't understand. Are we supposed to ignore it just because he's out of the woods? Should his hand be broken and his ear injured?\n\n[Arabic]:\nالوالد منوم في العناية المتوسطه والوالد مقعد ولا يقدر يحرك اطرافه طلبت من الممرضات الاهتمام فيه بحيث\nانهم يعدلون يده في كل وقت عشان ما يجيها شي في 26 نوفمبر طلبت اشعه ليد الوالد لانه كان يشتكي من الم ف\nاليد وانا جيت وشفتها اليد منتفخه وتالمه وعملو الاشعه مشينا الموضوع هذا بعدها ب اسبوع جيت وكلمتهم\nبخصوص جهاز التنفس ان يحركونه بين فتره وفتره لان الولد مايقدر يحركه وكل يوم اجي انبهمم وكاني ماتكلمت\nاخر شي اسالك اذن الوالد بجروح عميقه ولما كلمتهم وطلبت كريم وقطن اكتشتفت ان الكريم مصروف له من اول\nبس ما يحطون له جيت وكلمت الدكتور الموجود بقسم العنايه وعلمته ب الموضوع كامل رد علي قال اول شي\nحمدالله على سلامة الوالد والوالد طلع من الموت يعني انتي جايه على هذا الجرح باذنه مافهمت يعني المفروض ان\nالوالد تنكسر يده وتنجرح اذنه وعادي نسكت عشان خاطر انه طلع من الموت ؟؟؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 159, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-07T21:00:00Z", "due_at": "2022-12-07T14:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30232013, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-12-08 00:00:00", "closed": "2023-01-07 00:00:00", "received": "2022-12-05 17:06:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.397879", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0625", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المتوسطة", "main": "التمريض" }, "original_complaint_num": 625 } } }, { "model": "complaints.complaint", "pk": "8aaab2f3-9462-4071-b652-115b26dfe1d6", "fields": { "created_at": "2023-05-20T16:31:00Z", "updated_at": "2026-04-13T18:57:40.401Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Israa Ali El Zumam", "expected_result": "", "reference_number": "CMP-2023-05-1268", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "79356363-43f0-4969-b258-9b70032381f5", "title": "On 20 may 2023, I went to my appointment with DR MOHAMMED MAISARAH then they transfer to dr AYMAN , the nurse was to aggressive with us she shouting and did not want to serves us because she want to leave she took the vitel quickly and let them to leave and close the clinic. ", "description": "On 20 may 2023, I went to my appointment with DR MOHAMMED MAISARAH then they transfer to dr AYMAN , the nurse was to aggressive with us she shouting and did not want to serves us because she want to leave she took the vitel quickly and let them to leave and close the clinic. \n\n[Arabic]:\nفي 20 مايو 2023، ذهبت إلى موعدي مع الدكتور محمد ميسرة، ثم تم تحويلي إلى الدكتور أيمن. كانت الممرضة عدوانية جداً معنا، حيث كانت تصرخ ولم ترغب في خدمتنا لأنها كانت تريد المغادرة. أخذت الفيتال بسرعة وتركتنا نغادر وأغلقت العيادة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-19T21:00:00Z", "due_at": "2023-05-22T16:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-22T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30242276, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-20 00:00:00", "closed": "2023-05-23 00:00:00", "received": "2023-05-20 19:31:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.394795", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1268", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1268 } } }, { "model": "complaints.complaint", "pk": "8aebb489-1766-434a-a16c-6328460cbb89", "fields": { "created_at": "2024-08-10T11:30:00Z", "updated_at": "2026-04-13T19:00:16.763Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2791", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The doctor's attitude is shouting + she is late in responding to the insurance after writing unacceptable and insufficient reasons. The wait was caused by the doctor's delay and lack of professionalism in responding to the insurance.\"", "description": "\"The doctor's attitude is shouting + she is late in responding to the insurance after writing unacceptable and insufficient reasons. The wait was caused by the doctor's delay and lack of professionalism in responding to the insurance.\"\n\n[Arabic]:\nاسلوب الدكتوره تصارخ + تتاخر في الرد على التامين بعد كتابه اسباب غير مقبوله وغير كافيه الانتظار تسبب\nلاكثر من ساعتين بسبب تاخر الدكتوره وعدم احترافيتها في الرد على التامين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-10T21:00:00Z", "due_at": "2024-08-12T11:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-10T21:00:00Z", "explanation_received_at": "2024-08-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-14T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302732, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-08-11 00:00:00", "closed": null, "received": "2024-08-10 14:30:00", "resolved": "2024-08-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.760767", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2791", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2791 } } }, { "model": "complaints.complaint", "pk": "8aed195a-efb6-4516-a103-422a89d9b424", "fields": { "created_at": "2023-05-15T11:21:00Z", "updated_at": "2026-04-13T18:57:39.866Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1255", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy to pick up my medication, and there was a shortage in the prescription. I asked the pharmacy staff to contact the doctor for clarification, but there was no response. When I requested her to reach out again, she raised her voice in a disrespectful manner. I asked her to lower her voice, and she responded, \"I will raise my voice as I wish.\" During this situation, one of the patient relations staff entered the scene.", "description": "I went to the pharmacy to pick up my medication, and there was a shortage in the prescription. I asked the pharmacy staff to contact the doctor for clarification, but there was no response. When I requested her to reach out again, she raised her voice in a disrespectful manner. I asked her to lower her voice, and she responded, \"I will raise my voice as I wish.\" During this situation, one of the patient relations staff entered the scene.\n\n[Arabic]:\nتوجهت للصيدليه لإستلام الدواء الخاص بي وكان هناك نقص في الوصفه وطلبت من موظفة الصيدلية التواصل\nمع الطبيب للإستفسار ولم يتم الرد وطلبتها إعادة التواصل ورفعت صوتها بأسلوب سيء طلبت منها خفض صوتها\nوقالت (ارفع صوتي زي ماابي) واثناء الموقف دخلت احد موظفات علاقات المرضى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 1, "subsection": 53, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-14T21:00:00Z", "due_at": "2023-05-17T11:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-14T21:00:00Z", "explanation_received_at": "2023-05-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1495680, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-15 00:00:00", "closed": null, "received": "2023-05-15 14:21:00", "resolved": "2023-05-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.856075", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1255", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "صيدلية الطوارئ", "main": "الطبي" }, "original_complaint_num": 1255 } } }, { "model": "complaints.complaint", "pk": "8b05f772-dd58-4a32-a903-ba9d1af58e82", "fields": { "created_at": "2025-02-10T10:55:00Z", "updated_at": "2026-04-13T19:01:24.672Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3702", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Error in the report", "description": "Error in the report\n\n[Arabic]:\nخطا بالتقرير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-12T10:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-10T10:55:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3702, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8b11fe7f-2d19-4d1c-a6fb-f79d03eb3b85", "fields": { "created_at": "2023-08-15T09:54:00Z", "updated_at": "2026-04-13T18:58:09.805Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSSARI", "expected_result": "", "reference_number": "CMP-2023-08-1529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at Dr. Fahd Al-Dossari’s clinic at 12:45 and waited until 2:15. After I entered, he asked me if this was my first visit to him. I told him yes, and he apologized for not receiving me, claiming that today was for dispensing medications and minor cases.", "description": "I arrived at Dr. Fahd Al-Dossari’s clinic at 12:45 and waited until 2:15. After I entered, he asked me if this was my first visit to him. I told him yes, and he apologized for not receiving me, claiming that today was for dispensing medications and minor cases.\n\n[Arabic]:\nتم حضوري لعيادة الدكتور فهد الدوسري انتظار حضرت الساعة 12:45 وبعد انتظار الى الساعه 2:15 وبعد دخولي سالني هذه الزياره الاولى له ابغلته بنعم وقد اعتذر عن استقبالي بحجة ان اليوم لصرف الادوية والحالات الخفيفه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-14T21:00:00Z", "due_at": "2023-08-17T09:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1163766, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2023-08-15 00:00:00", "closed": "2023-09-05 00:00:00", "received": "2023-08-15 12:54:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.797466", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1529", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1529 } } }, { "model": "complaints.complaint", "pk": "8b376605-cbee-4967-b30d-ba264842309b", "fields": { "created_at": "2023-11-01T16:42:00Z", "updated_at": "2026-04-13T18:58:40.900Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1783", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When attaching the leave to the health platform, the system indicates that there is an error in the beneficiary's data, and the beneficiary is affected and wants clarification and resolution of the problem.", "description": "When attaching the leave to the health platform, the system indicates that there is an error in the beneficiary's data, and the beneficiary is affected and wants clarification and resolution of the problem.\n\n[Arabic]:\nعند ارفاق الاجازه بمنصة صحة يفيد النظام بوجود خطأ في بيانات المستفيد والمستفيد متضرر ويريد التوضيح وحل الاشكاليه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-31T21:00:00Z", "due_at": "2023-11-03T16:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-31T21:00:00Z", "explanation_received_at": "2023-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1422676, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-01 00:00:00", "closed": null, "received": "2023-11-01 19:42:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": "2023-11-02 00:00:00" }, "imported_at": "2026-04-13T21:58:40.885461", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1783", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1783 } } }, { "model": "complaints.complaint", "pk": "8b394869-c343-44b5-ab72-f3378c67b753", "fields": { "created_at": "2024-12-18T12:01:00Z", "updated_at": "2026-04-13T19:01:01.462Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2536-MOHAMMED HASHIM AL ATHAS ", "expected_result": "", "reference_number": "CMP-2024-12-3378", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Deficiencies and negligence in the service provided (performing tendon ligation without the patient's permission) and the doctor's unprofessional conduct (accusation of lying and perjury).", "description": "Deficiencies and negligence in the service provided (performing tendon ligation without the patient's permission) and the doctor's unprofessional conduct (accusation of lying and perjury).\n\n[Arabic]:\nقصور واهمال في الخدمة المقدمة ( عمل ربط وتر دون اذن المريض ) وتلفظ الدكتور بطريقه غير مهنيه ( الاتهام بالكذب والزور )", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-17T21:00:00Z", "due_at": "2024-12-20T12:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": "2024-12-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-17T21:00:00Z", "explanation_received_at": "2024-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1278502, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Emotional \nSupport", "classification": "Neglect" }, "timeline": { "sent": "2024-12-18 00:00:00", "closed": null, "received": "2024-12-18 15:01:00", "resolved": null, "escalated": "2024-12-19 00:00:00", "first_reminder": "2024-12-18 00:00:00" }, "imported_at": "2026-04-13T22:01:01.453788", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3378", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 3378 } } }, { "model": "complaints.complaint", "pk": "8b63c3b8-69b3-47bb-b651-d2e5614893c6", "fields": { "created_at": "2024-10-19T10:39:00Z", "updated_at": "2026-04-13T19:00:38.906Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17216-NADER ABDULJALIL MUSTAFA ALHASANI ", "expected_result": "", "reference_number": "CMP-2024-10-3056", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor requested that the x-rays be attached to the consent for the extraction, noting that the insurance had informed me that it had already given partial consent for the extraction. The x-rays were on my phone and he asked me to send them to the coordinator to add them to the system along with the consent at the time of my appointment. They were sent, and I waited for three hours, but the consent was not uploaded, and I did not go in to see the doctor or do anything during that one-hour ap", "description": "The doctor requested that the x-rays be attached to the consent for the extraction, noting that the insurance had informed me that it had already given partial consent for the extraction. The x-rays were on my phone and he asked me to send them to the coordinator to add them to the system along with the consent at the time of my appointment. They were sent, and I waited for three hours, but the consent was not uploaded, and I did not go in to see the doctor or do anything during that one-hour appointment. I demand a response and an apology from whoever caused the delay.\n\n[Arabic]:\nالدكتور طلب ارفاق الأشعه مع الموافقه على الخلع علماً ان التأمين اخبرني انه أعطى موافقه جزئية على الخلع مسبقاً , الأشعه كانت معي في جوالي وطلب مني ارسالها للمنسقه لإضافتها على النظام مع الموافقة وقت موعدي وتم ارسالها و الإنتظار وقتها ل ثلاث ساعات و لم ترفع الموافقه و لم أدخل على الطبيب واعمل اي اجراء في ذلك الموعد الذي كانت مدته ساعة , اطالب بالرد والاعتذار من قبل المتسبب بالتأخير الذي حصل ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-20T21:00:00Z", "due_at": "2024-10-21T10:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-20T21:00:00Z", "second_reminder_sent_at": "2024-10-21T21:00:00Z", "escalated_at": "2024-10-21T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-20T21:00:00Z", "explanation_received_at": "2024-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-21T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 35108, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-10-21 00:00:00", "closed": null, "received": "2024-10-19 13:39:00", "resolved": "2024-10-22 00:00:00", "escalated": "2024-10-22 00:00:00", "first_reminder": "2024-10-21 00:00:00" }, "imported_at": "2026-04-13T22:00:38.902705", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3056", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 3056 } } }, { "model": "complaints.complaint", "pk": "8b73b89f-7ade-4a06-995f-2522f1891a47", "fields": { "created_at": "2023-07-10T08:55:00Z", "updated_at": "2026-04-13T18:57:59.142Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1423", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A mistake was made in giving the injection to my son in an unprofessional or unethical manner in both hands. She tried to lift the skin and the needle, which led to severe pain for the child.", "description": "A mistake was made in giving the injection to my son in an unprofessional or unethical manner in both hands. She tried to lift the skin and the needle, which led to severe pain for the child.\n\n[Arabic]:\nخطا في اعطاء الابره لولدي بطريقع غير احترافيه او مهنيه في كل اليدين قامت بالمحاولة وترفع الجلد والابره مما ادى بالم شديد لطفل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 201, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-09T21:00:00Z", "due_at": "2023-07-12T08:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": "2023-07-31T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-07-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30195659, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-07-10 00:00:00", "closed": null, "received": "2023-07-10 11:55:00", "resolved": null, "escalated": "2023-08-01 00:00:00", "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.137984", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1423", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني اختبار السمع", "main": "الطبي" }, "original_complaint_num": 1423 } } }, { "model": "complaints.complaint", "pk": "8ba0ad55-1d96-4c12-951b-29697b528bfb", "fields": { "created_at": "2023-04-06T12:45:00Z", "updated_at": "2026-04-13T18:57:28.029Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAGDY AHMED ELERYAN ", "expected_result": "", "reference_number": "CMP-2023-04-1132", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "1b9ba566-8385-4d52-9650-4bc264f213a9", "title": "We were admitted to the emergency department on April 5, 2023, due to an eye injury caused by a chemical substance (acid). After the doctor examined the eye only by taking a picture with a mobile phone, he instructed the patient to wash the eye with tap water. No eye pressure measurement or any other procedures were performed. He only administered pain relief intravenously and ordered a blood test, the purpose of which we do not understand. It is worth noting that we went to another hospital whe", "description": "We were admitted to the emergency department on April 5, 2023, due to an eye injury caused by a chemical substance (acid). After the doctor examined the eye only by taking a picture with a mobile phone, he instructed the patient to wash the eye with tap water. No eye pressure measurement or any other procedures were performed. He only administered pain relief intravenously and ordered a blood test, the purpose of which we do not understand. It is worth noting that we went to another hospital where they performed eye washing, measured eye pressure, and took the necessary actions for the situation.\n\n[Arabic]:\nتم دخولنا الطوارى بتاريخ 5 ابريل 2023 ، اصابة بالعين بسبب دخول العين مادة كيمائية (اسيد ) بعد حضور الطبيب والكشف عن طريق تصوير العين بالجوال فقط وطلب من المريض غسل العين من الحنفية ولم يتم قياس ضغط العين او اي اجراء اخر فقط قام بااعطاء مسكن بالوريد وفحص دم لانعرف سببه علما انه تم التوجه الى مستشفى اخر وتم اجراء غسيل للعين وقياس ضغط العين وعمل اجراءات الازمة للحالة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-10T21:00:00Z", "due_at": "2023-04-08T12:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-10T21:00:00Z", "explanation_received_at": "2023-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-05-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30261887, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-11 00:00:00", "closed": "2023-05-08 00:00:00", "received": "2023-04-06 15:45:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.020876", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1132", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1132 } } }, { "model": "complaints.complaint", "pk": "8ba26f0e-eeb2-4244-842f-3bf2fdbaeaca", "fields": { "created_at": "2024-12-11T08:36:00Z", "updated_at": "2026-04-13T19:01:00.819Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NORAH - IM RECEPTION", "expected_result": "", "reference_number": "CMP-2024-12-3330", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee was late in registering me for the appointment and did not inform me that it would take longer, so I went to the employee next to her and told her to inform me if there was a system update or anything that would require a longer waiting time. She then started raising her voice at me as a patient, and I wish to review the security camera footage to confirm what happened. Her manner was unprofessional and unsuitable for receiving patients. I went back to get her name and was given her", "description": "The employee was late in registering me for the appointment and did not inform me that it would take longer, so I went to the employee next to her and told her to inform me if there was a system update or anything that would require a longer waiting time. She then started raising her voice at me as a patient, and I wish to review the security camera footage to confirm what happened. Her manner was unprofessional and unsuitable for receiving patients. I went back to get her name and was given her first name. I hope that the necessary action will be taken and that I will be informed of it, and that she will be trained to receive patients in a better way.\n\n[Arabic]:\nتأخرت الموظفة في تسجيلي للموعد ولم تبلغني انها ستأخذ وقت اطول ف اتجهت للموظفة التي بجانبها واخبرتها ان تعطي خبر لو كان هناك تحديث للنظام او اي شيء يتطلب وقت اطول للانتظار ف بدأت برفع الصوت عليً كمريض واتمنى الرجوع للكاميرات للتأكد من الموقف الذي حصل , طريقتها كانت غير مهنية واسلوب لايصلح في استقبال المرضى ..وتم الرجوع لأخذ اسمها وافادوني باسمها الأول اتمنى اتخاذ الاجراء اللازم وابلاغي به وتدريبها على استقبال المرضى بشكل افضل ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-10T21:00:00Z", "due_at": "2024-12-13T08:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-11T21:00:00Z", "second_reminder_sent_at": "2024-12-13T21:00:00Z", "escalated_at": "2024-12-14T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-10T21:00:00Z", "explanation_received_at": "2024-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "30030280", "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Assault and \nHarassment", "classification": "Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-12-11 00:00:00", "closed": null, "received": "2024-12-11 11:36:00", "resolved": "2024-12-18 00:00:00", "escalated": "2024-12-15 00:00:00", "first_reminder": "2024-12-12 00:00:00" }, "imported_at": "2026-04-13T22:01:00.815313", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3330", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3330 } } }, { "model": "complaints.complaint", "pk": "8ba894b1-cf24-451d-9c53-235f1093ef26", "fields": { "created_at": "2025-02-17T09:20:00Z", "updated_at": "2026-04-13T19:01:25.413Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3744", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request was not submitted to the insurance company and there was no response despite several attempts to communicate with the approvals department", "description": "The request was not submitted to the insurance company and there was no response despite several attempts to communicate with the approvals department\n\n[Arabic]:\nعدم رفع الطلب لشركة التامين وعدم التجاوب رغم عدة محاولات من التواصل مع قسم الموافقات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-19T09:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-17T09:20:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3744, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8bde6495-e8c1-4cb2-801a-0f86b4efed58", "fields": { "created_at": "2025-10-28T09:38:00Z", "updated_at": "2026-04-13T19:03:03.899Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED HASHIM ATTAS", "expected_result": "", "reference_number": "CMP-2025-10-5175", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد والد المريضه بانه تم طلب اعادة العمليه مره اخرى لفشل العمليه الاولى ولايريد تحمل التكاليف مره اخرى ", "description": "يفيد والد المريضه بانه تم طلب اعادة العمليه مره اخرى لفشل العمليه الاولى ولايريد تحمل التكاليف مره اخرى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T09:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T09:38:00Z", "explanation_received_at": "2025-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5175, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "8bf9084d-d5c1-47a8-bd66-fa3802cc1526", "fields": { "created_at": "2024-11-24T13:41:00Z", "updated_at": "2026-04-13T19:00:50.816Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3217", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was involved in a traffic accident and was transported by ambulance to Al Hammadi Hospital in Al Nozha. My injuries include a dislocated hip and pelvis, and a fractured pelvic angle. The hospital informed me that my insurance does not cover the entire treatment period. I then appealed to the insurance company three times to extend my stay, but each request was denied. Now I am being asked to leave the hospital.", "description": "I was involved in a traffic accident and was transported by ambulance to Al Hammadi Hospital in Al Nozha. My injuries include a dislocated hip and pelvis, and a fractured pelvic angle. The hospital informed me that my insurance does not cover the entire treatment period. I then appealed to the insurance company three times to extend my stay, but each request was denied. Now I am being asked to leave the hospital.\n\n[Arabic]:\nتعرضت لحادث مروري وتم نقلي على الاسعاف لمستشفى الحمادي النزهة الاصابات: خلع في الورك والحوض وكسر في الحوض زاوية الحوض وتم افادتي من المستشفى بان التأمين لايغطي الفترة العلاجية كاملة وبعدين تم الرفع للتأمين ثلاث مرات لتمدبد التنويم وتم الرفض والان مطالب بالخروج من المستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T13:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30356775, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 16:41:00", "resolved": "2024-11-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:50.809223", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3217", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3217 } } }, { "model": "complaints.complaint", "pk": "8c07f5c7-56ce-4e17-833f-ad61a30eccc4", "fields": { "created_at": "2023-10-08T07:15:00Z", "updated_at": "2026-04-13T18:58:29.727Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1687", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A colleague was admitted to the ICU in an emergency situation. I was required to sign a guarantee, told it was a routine procedure in all hospitals, otherwise the patient wouldn't have been admitted. His condition necessitated a specific type of expensive medication that requires prior approval from the insurance company. However, this approval was not obtained, and I wasn't consulted before the procedure was initiated, despite assurances from the case management that the insurance company's app", "description": "A colleague was admitted to the ICU in an emergency situation. I was required to sign a guarantee, told it was a routine procedure in all hospitals, otherwise the patient wouldn't have been admitted. His condition necessitated a specific type of expensive medication that requires prior approval from the insurance company. However, this approval was not obtained, and I wasn't consulted before the procedure was initiated, despite assurances from the case management that the insurance company's approval was guaranteed. The insurance company rejected the claim, leaving me obligated to pay approximately 67,000 riyals. My complaint concerns the healthcare provider's decision to proceed with treatment without prior insurance approval and without obtaining my consent regarding the cost before proceeding. A case has been filed against me by Al Hammadi Hospital (Patient ID 2429763648).\n\n[Arabic]:\nتم إدخال أحد الزملاء في العمل بحالة طارئة استدعت تنويمه ووضعه بالعناية المركزة وتم الزامي بالتوقيع على كفالة غرم واخباري انه مجرد إجراء روتيني متبع في جميع المستشفيات والا لن يتم دخول الحالة للعناية. واستوجبت حالته نوع معين من الأدوية ذات التكلفة العالية والتي ينبغي لصرفها الحصول على موافقة مسبقة من شركة التأمين لكن ذلك لم يحدث ولم يتم الرجوع إلي قبل اتخاذ الإجراء مع التأكيد ان موافقة شركة التأمين أكيدة وهذا ما تم اخباري به من إدارة الحالة . ما تم من قبل شركة التأمين هو رفض المطالبة وعليه أصبحت ملزما بسداد مبلغ 67000 ريال تقريبا. ما أود تقديم الشكوى بخصوص هو اتخاذ مزود الخدمة قرار العلاج دون الحصول على موافقة مسبقة من شركة التأمين وعدم أخذ موافقتي على التكلفة قبل اتخاذ خطوات العلاج. تم رفع قضية علي من قبل مستشفى الحمادي ( هوية المريض 2429763648)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-07T21:00:00Z", "due_at": "2023-10-10T07:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-07T21:00:00Z", "explanation_received_at": "2023-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1723998, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Reimbursements issues" }, "timeline": { "sent": "2023-10-08 00:00:00", "closed": null, "received": "2023-10-08 10:15:00", "resolved": "2023-10-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.718799", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1687", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1687 } } }, { "model": "complaints.complaint", "pk": "8c15ebc6-f9a6-4cf9-8e69-5f80e7597db1", "fields": { "created_at": "2025-03-09T19:03:00Z", "updated_at": "2026-04-13T19:01:35.103Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د محمد حسن ", "expected_result": "", "reference_number": "CMP-2025-03-3869", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior by the doctor and lack of responsiveness to the patient", "description": "Unprofessional behavior by the doctor and lack of responsiveness to the patient\n\n[Arabic]:\nتعامل غير مهني من قبل الطبيب وعدم التجاوب مع المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-11T19:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-09T19:03:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3869, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "8c39b057-4991-4736-9004-06550e3de38e", "fields": { "created_at": "2025-05-27T13:52:00Z", "updated_at": "2026-04-13T19:02:00.767Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره اكرام ", "expected_result": "", "reference_number": "CMP-2025-05-4225", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was not given the necessary medication or sufficient explanation about the condition, which led to a relapse.", "description": "The child was not given the necessary medication or sufficient explanation about the condition, which led to a relapse.\n\n[Arabic]:\nلم يتم اعطاء المرض الدواء اللازم والشرح عن الحاله بشكل كافي مما أدى الى انتكاسة الطفل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-29T13:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-27T13:52:00Z", "explanation_received_at": "2025-05-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4225, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "8c454b54-1306-45d6-8fd5-80cfca6cdff5", "fields": { "created_at": "2023-02-27T15:56:00Z", "updated_at": "2026-04-13T18:57:08.146Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0921", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacist served me inappropriately, speaking to me unprofessionally, and this was witnessed by other patients.", "description": "The pharmacist served me inappropriately, speaking to me unprofessionally, and this was witnessed by other patients.\n\n[Arabic]:\nالصيدلي قام بخدمتي بطريقه غير لائقه حيث كان يتحدث معي بطريقه غير مهنيه وتم رويه ذلك مع باقي المراجعين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": "2023-02-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30051913, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-27 18:56:00", "resolved": "2023-03-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.143143", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0921", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 921 } } }, { "model": "complaints.complaint", "pk": "8c5970b0-c9aa-4d48-8ade-580e67924afe", "fields": { "created_at": "2025-06-17T10:54:00Z", "updated_at": "2026-04-13T19:02:11.295Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.سليمان الحفظي ", "expected_result": "", "reference_number": "CMP-2025-06-4321", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " ", "description": " \n\n[Arabic]:\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-19T10:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-17T10:54:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4321, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "8c5cdd06-ece2-4158-b547-ae1716218176", "fields": { "created_at": "2025-02-25T15:18:00Z", "updated_at": "2026-04-13T19:01:26.084Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3799", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The donation process reflects a lack of consideration for the patient's time—45 minutes spent moving between stations while the bank is empty. 'Please wait here,' then 'Go ahead here,' followed by a questionnaire, then 'Step here for your weight,' then a blood test, only to finally apologize to the patient and inform them that they must see an internal medicine doctor due to the need for therapeutic donation! Why not conduct the necessary examination from the start and be done with it?\"", "description": "\"The donation process reflects a lack of consideration for the patient's time—45 minutes spent moving between stations while the bank is empty. 'Please wait here,' then 'Go ahead here,' followed by a questionnaire, then 'Step here for your weight,' then a blood test, only to finally apologize to the patient and inform them that they must see an internal medicine doctor due to the need for therapeutic donation! Why not conduct the necessary examination from the start and be done with it?\"\n\n[Arabic]:\n اجراء التبرع تعكس عدم اهتمام بوقت المريض 45 دقيقة بين استرح هنا والبنك فاضي تفضل هنا واستبيان ثم\nتفضل هنا كم وزنك ثم فحص دم ثم اعتذر للمريض بضرورة مراجعة طبيب باطنية لحاجته للتبرع العلاجي!!!! طيب\nمن البداية فحص والسلام", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 211, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-27T15:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-25T15:18:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3799, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8c7098cf-46cd-499a-af4c-4f28d3de1f94", "fields": { "created_at": "2023-01-31T10:41:00Z", "updated_at": "2026-04-13T18:56:57.350Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "YOUSEF", "expected_result": "", "reference_number": "CMP-2023-01-0840", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted to the emergency room for life-saving treatment, and the necessary procedures were performed. When it was time for the patient's discharge, an employee named Youssef approached him and informed him that the insurance had not approved part of the claim and that he must either pay 45,000 or sign a promissory note. The employee instructed the nursing staff not to attend to the patient because the patient refused to pay and sign, and he was informed that he would be detained", "description": "The patient was admitted to the emergency room for life-saving treatment, and the necessary procedures were performed. When it was time for the patient's discharge, an employee named Youssef approached him and informed him that the insurance had not approved part of the claim and that he must either pay 45,000 or sign a promissory note. The employee instructed the nursing staff not to attend to the patient because the patient refused to pay and sign, and he was informed that he would be detained.\n\n\n[Arabic]:\nتم دخول المريض الى الطوارئ انقاذ حياة وتم عمل الاجراءات اللازمة وحين موعد خروج المريض تم حضور الموظف\nيوسف الى المريض وابلاغھ ان التامين لم يتم الموافقة على جزء من الطلب ويجب دفع 45الف او التوقيع على الكمبيالة\nحيث ان الموظف طلب عدم استجابة التمريض للمريض لرفض المريض بالدفع والتوقيع وتم ابلاغھ بانھ سيتم حجزه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T10:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": "2023-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30106720, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 13:41:00", "resolved": "2023-02-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.342473", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0840", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 840 } } }, { "model": "complaints.complaint", "pk": "8c718af4-aa83-4720-aa9b-ac653002681d", "fields": { "created_at": "2024-09-07T11:14:00Z", "updated_at": "2026-04-13T19:00:27.501Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2876", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor did not respond to my case, did not treat me properly, and did not allow me to discuss the tests with her. She even said, \"Even if I give you medication, it won't help", "description": "The doctor did not respond to my case, did not treat me properly, and did not allow me to discuss the tests with her. She even said, \"Even if I give you medication, it won't help\n\n[Arabic]:\nلم يتم التجاوب مع حالتي من قبل الدكتورة, ولم تتعامل معي بشكل لائق, ولم تسمح لي بالتفاهم معها بخصوص التحاليل. وتقول حتى( لو عطيك علاج مارح يفيد ) . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-06T21:00:00Z", "due_at": "2024-09-09T11:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-09T21:00:00Z", "second_reminder_sent_at": "2024-09-09T21:00:00Z", "escalated_at": "2024-09-10T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-06T21:00:00Z", "explanation_received_at": "2024-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-11T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267201, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-09-07 00:00:00", "closed": null, "received": "2024-09-07 14:14:00", "resolved": "2024-10-12 00:00:00", "escalated": "2024-09-11 00:00:00", "first_reminder": "2024-09-10 00:00:00" }, "imported_at": "2026-04-13T22:00:27.494659", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2876", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2876 } } }, { "model": "complaints.complaint", "pk": "8c85c61e-aceb-4880-9c9f-39425afec8c8", "fields": { "created_at": "2024-01-18T11:36:00Z", "updated_at": "2026-04-13T18:59:07.771Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2088", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "They refused to admit the patient, even though his insurance category allowed him to enter the hospital without prior approval.", "description": "They refused to admit the patient, even though his insurance category allowed him to enter the hospital without prior approval.\n\n[Arabic]:\nرفضو استقبال المريض مع العلم ان فئة تامينه تدخله المستشفى بدون موافقه مسبقه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-17T21:00:00Z", "due_at": "2024-01-20T11:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308966, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-18 14:36:00", "resolved": "2024-01-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.764241", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2088", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2088 } } }, { "model": "complaints.complaint", "pk": "8c8b64ee-d1a0-48f8-9af4-f9d986156d6b", "fields": { "created_at": "2025-03-25T21:44:00Z", "updated_at": "2026-04-13T19:01:37.032Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3950", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's son complains about a delay in submitting a request for a procedure for the patient to the insurance company.", "description": "The patient's son complains about a delay in submitting a request for a procedure for the patient to the insurance company.\n\n[Arabic]:\nيشتكي ابن المريضة من تاخير في رفع طلب عمل اجراء للمريضة الى التأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-27T21:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-25T21:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3950, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "8cff5de9-95b3-4f13-bbbe-6411f444c138", "fields": { "created_at": "2024-12-26T11:47:00Z", "updated_at": "2026-04-13T19:01:02.343Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3423-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The room is very clean. Sometimes I find things lying on the floor and the garbage is not emptied, and I have to take it out of the room myself. Sometimes there is an empty solution container on the bed. Please pay more attention to the cleanliness of the room.", "description": "The room is very clean. Sometimes I find things lying on the floor and the garbage is not emptied, and I have to take it out of the room myself. Sometimes there is an empty solution container on the bed. Please pay more attention to the cleanliness of the room.\n\n[Arabic]:\nنظافة الغرفة سيئة.. أحياناً أجد أشياء ملقاه على الأرض والقمامة لا يتم إفراغها وأضطر إلى إخراجها من الغرفة بنفسي وأحياناً علبة حلول فارغة تكون على السرير .. يرجى الاهتمام بنظافة الغرفة اكثر. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-25T21:00:00Z", "due_at": "2024-12-28T11:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-25T21:00:00Z", "explanation_received_at": "2024-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30279820, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Environment", "classification": "Poor cleanliness/sanitizing" }, "timeline": { "sent": "2024-12-26 00:00:00", "closed": null, "received": "2024-12-26 14:47:00", "resolved": "2024-12-28 00:00:00", "escalated": null, "first_reminder": "2024-12-28 00:00:00" }, "imported_at": "2026-04-13T22:01:02.333380", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3423-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 3423 } } }, { "model": "complaints.complaint", "pk": "8d02e455-4d75-4659-9420-c9c3638e6a8f", "fields": { "created_at": "2022-12-28T08:18:00Z", "updated_at": "2026-04-13T18:56:46.144Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15547-ESRAA AHMED RAMADAN MOHAMED ", "expected_result": "", "reference_number": "CMP-2022-12-0727", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 28, 2022, an appointment was booked with Dr. Israa at 10:10 AM, and I arrived before the scheduled time. Upon inquiring, the reception/nursing staff informed me that the doctor was on her way and that I should wait for 5 minutes, then 10 minutes, and finally that she was in the parking lot. However, the doctor did not appear. We waited for over an hour, and the doctor still did not come. This led to our extreme dissatisfaction, and we canceled the appointment.", "description": "On December 28, 2022, an appointment was booked with Dr. Israa at 10:10 AM, and I arrived before the scheduled time. Upon inquiring, the reception/nursing staff informed me that the doctor was on her way and that I should wait for 5 minutes, then 10 minutes, and finally that she was in the parking lot. However, the doctor did not appear. We waited for over an hour, and the doctor still did not come. This led to our extreme dissatisfaction, and we canceled the appointment.\n\n[Arabic]:\n بتاريخ 28 ديسمبر2022م تم حجز موعد مع الدكتوره اسراء الساعة 10:10 صباحا ، وتم الوصول قبل الموعد المحدد. و عند السؤال يفيد الموظفين - استقبال / تمريض بأن الدكتوره في الطريق ، وعلي الانتظار5 دقائق ، ثم 10 دقائق ، ثم افادتي بأن الدكتوره في مواقف السيارات ، ولكن لم تحضر الطبيبه . حيث تم انتظارنا اكثر من ساعة ولم تأت الدكتوره . وذلك ادى الى استيائنا الشديد والغاء الكشفيه. \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-28T21:00:00Z", "due_at": "2022-12-30T08:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-28T21:00:00Z", "explanation_received_at": "2022-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30004314, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-29 00:00:00", "closed": null, "received": "2022-12-28 11:18:00", "resolved": "2022-12-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.140293", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0727", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 727 } } }, { "model": "complaints.complaint", "pk": "8d25e853-d6bd-43ee-84a1-63ce3fc091af", "fields": { "created_at": "2025-07-21T08:40:00Z", "updated_at": "2026-04-13T19:02:24.699Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور سامي ", "expected_result": "", "reference_number": "CMP-2025-07-4501", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review indicates that the leave was not submitted on the Sehhaty platform.", "description": "The review indicates that the leave was not submitted on the Sehhaty platform.\n\n[Arabic]:\nتفيد المراجعه بأنه لم يتم رفع الاجازه في منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-23T08:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-21T08:40:00Z", "explanation_received_at": "2025-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4501, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "8d2fca70-e680-4499-bf98-1776cade2d88", "fields": { "created_at": "2025-10-07T11:13:00Z", "updated_at": "2026-04-13T19:03:00.124Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "NAYANA SOMASHETTIHALLY BASAVARAJU", "expected_result": "", "reference_number": "CMP-2025-10-5039", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in Receiving Test Results Conducted on September 4", "description": "Delay in Receiving Test Results Conducted on September 4\n\n[Arabic]:\nتاخير في ابلاغ المريض بعدم كفاية عينة الخزعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-09T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-07T11:13:00Z", "explanation_received_at": "2025-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5039, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "8d386e54-7199-4987-ade3-e26d0b7692e0", "fields": { "created_at": "2023-04-05T21:01:00Z", "updated_at": "2026-04-13T18:57:27.904Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1130", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was transferred from Al-Shumaisi Hospital to Al-Hammadi Hospital under the Ministry of Health, and now the hospital is demanding an amount of 70,000 SAR from the patient.", "description": "The patient was transferred from Al-Shumaisi Hospital to Al-Hammadi Hospital under the Ministry of Health, and now the hospital is demanding an amount of 70,000 SAR from the patient.\n\n[Arabic]:\nتم التحويل من مستشفى الشميسي الى الحمادي على وزارة الصحه والان المستشفى يطالب المريض بمبلغ 70 الف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-05T21:00:00Z", "due_at": "2023-04-07T21:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-05T21:00:00Z", "explanation_received_at": "2023-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20260826, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-04-06 00:00:00", "closed": null, "received": "2023-04-06 00:01:00", "resolved": "2023-04-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:27.902233", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1130", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1130 } } }, { "model": "complaints.complaint", "pk": "8d501c4d-7fc2-430f-b7e9-03f715aefeb9", "fields": { "created_at": "2022-08-27T10:53:00Z", "updated_at": "2026-04-13T18:55:56.910Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0018", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Medical approvals were submitted to the insurance company from the first visit and the approval was rejected, but we were not informed of this. We paid only a percentage of the cost, and we were not informed that my wife needed a pregnancy disclosure to visit the obstetrics and gynecology clinic. Follow-up was done at the obstetrics and gynecology clinic for several months, and medical approvals were accepted for the procedures. After that, we were informed after the birth to pay the amount in c", "description": "Medical approvals were submitted to the insurance company from the first visit and the approval was rejected, but we were not informed of this. We paid only a percentage of the cost, and we were not informed that my wife needed a pregnancy disclosure to visit the obstetrics and gynecology clinic. Follow-up was done at the obstetrics and gynecology clinic for several months, and medical approvals were accepted for the procedures. After that, we were informed after the birth to pay the amount in cash because the insurance did not approve the birth procedure due to the lack of a disclosure permit, and we were not informed of this beforehand.\n\n[Arabic]:\nتم رفع الموافقات الطبيه لشركة التأمين من اول زيارة وتم رفض الموافقه ولكن لم يتم ابلاغنا بذلك وتم دفع نسبة تحمل فقط ولم يتم ابلاغنا بان زوجتي تحتاج الى افصاح الحمل لزيارة عيادة النساء والولادة وتمت المتابعة في عيادة النساء والولادة لعدة اشهر ويتم قبول الموافقات الطبية على الاجراءات ، بعد ذلك تم ابلاغنا بعد الولادة بدفع المبلغ نقدا لعدم موافقه التامين على اجراء الولادة لعدم وجود تصريح بالافصاح ولم يتم اخبارنا بذلك مسبقا . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-08-29T10:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30188295, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-08-27 13:53:00", "resolved": "2022-09-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:56.907894", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0018", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 18 } } }, { "model": "complaints.complaint", "pk": "8d628ac2-c262-4c41-9b9a-f2392c0df22e", "fields": { "created_at": "2024-11-13T19:33:00Z", "updated_at": "2026-04-13T19:00:49.480Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3153-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother was transferred from intermediate care to long-term care at a very high speed, which made the two doctors, Muhammad Amin and Muwafaq, feel suspicious, especially after I explained to them my fears for my mother, which are as follows. 1. Her surgery was less than four months old, so we need to confirm the patient's recovery and the internal wound's healing. 2. There's a possibility of her developing a hernia if the internal wound is still loose and hasn't fully healed. 3. She might deve", "description": "My mother was transferred from intermediate care to long-term care at a very high speed, which made the two doctors, Muhammad Amin and Muwafaq, feel suspicious, especially after I explained to them my fears for my mother, which are as follows. 1. Her surgery was less than four months old, so we need to confirm the patient's recovery and the internal wound's healing. 2. There's a possibility of her developing a hernia if the internal wound is still loose and hasn't fully healed. 3. She might develop depression due to being moved to a room overlooking a concrete slab and pipes, where sunlight doesn't reach her properly, and the window is her only source of fresh air. Despite all my concerns, they didn't bat an eye or reconsider the transfer decision at the time and insisted on her discharge. This surprised me, as doctors, and showed a lack of consideration for the patient's family's fears or a failure to carefully consider the patient's well-being and deliberate on the transfer decision. My mother was transferred after the inpatient department promised to move her to another room soon. The long-term care nurses arrived, and I was with my mother. We were surprised by several problems and errors committed by the intermediate care doctors, including: 1. My mother developed bedsores on her buttocks, especially around the anus. The anal area and sores are wide and accompanied by bleeding. /2 The doctors did not record the medical problem she suffered in the transfer report; rather, they denied it and wrote that there were no bedsores, and the medical description was altered to inflammation, which is incorrect and proven to be so by the nurses and the specialist doctor who examined the patient's condition. /3 Lack of credibility and concealment of the health condition from the patient's family, and the inclusion of false information in their report. /4 Misleading everyone into believing that the condition was stable and healthy when she was transferred from the intermediate care unit. /5 Prescribing a new medication (ointment) unrelated to the condition and which will not treat the sores, as it is for superficial fungal infections. /6 The appearance of the new bedsores that she suffered from indicates nothing but a deficiency in supervision by the medical staff in the intermediate care unit. Here, I do not want to say negligence, knowing that bedsores are always associated with cases of medical negligence of the patient by the healthcare providers. Therefore, I request: /1 Documenting the incident in the relevant records. /2 Investigating and holding the doctors involved accountable and informing me. Investigation results /3 Treatment of ulcers\n\n[Arabic]:\n تم نقل والدتي من العنايه المتوسطه الي الاقامه المديده بسرعه عالية مما ادخل الي شعور مريب على الطبيبين\nمحمد امين و موفق، وخاصه بعد ان شرحت لهم مخاوفي على والدتي والتي تتمثل في التالي. /1عمليتها الجراحيه لم يمضي عليها 4 اشهر للتاكد من شفاء المريضه وإلتئام الجرح الداخلي /2امكانيه اصابتها بالفتق اذا مازال الجرح\nالداخلي رخوي ولم يلتئم تماما /3احتمال اصابتها بإكتئاب بسبب نقلها لغرفه تطل على صبه اسمنت ومواصير ولا\nتدخل لها الشمس بشكل جيد والنافذه هي المتنفس الوحيد لها وكل ماذكرته لهم لم يرف لهم جفن او يعيدون\nالنظر في موضوع تحويلها في حينها واصرو علي خروجها مما جعلني استغرب من رد فعلهم كاطباء وعدم تقدير\nمخاوف اهل المريض او النظر بحرص على المريض والتأني في قرار ةةججالنقل تم نقل والدتي بعد ان وعدونا اداره\nالتنويم بنقل والدتي في غرفه اخرى عما قريب تم استلام ممرضات الاقامه المديده وبحضوري لوالدتي وتفاجئنا\nبعدة مشاكل واخطاء مرتكبه من قبل اطباء العنايه المتوسطه وهي كالتالي /١ اصابه والدتي بقروح سريريه في\nالمؤخره وخاصه حول منطقه الشرج والقروح عريضه ويصاحبها نزول دم /٢لم يسجل الاطباء المشكله الطبيه\nالتي اصابتها في تقرير النقل بل نفوا وكتبوا لا يوجد قروح سريريه وتم تحوير الوصف الطبي الي التهاب وهذا غير\nصحيح ومثبت امام التمريض والطبيب المختص الذين شاهدوا حالة المريضه /٣ عدم المصداقيه واخفاء الحاله\nالصحيه عن اهل المريض وذكر معلومات مغلوطه في التقرير الخاص بهم /٤إيهام الكل ان الحاله مستقره وسليمه\nعند نقلها من العنايه المتوسطه /٥صرف دواء حديث (مرهم) لايمت بصله للحاله ولن يعالج القروح فهو للفطريات\nالسطحيه /٦ظهور القروح السريريه الجديد والذي اصابها لديهم لا ينم الا عن قصور في الاشراف من قبل الطاقم\nالطبي بالعنايه المتوسطه وهنا لا اود ان اقول اهمال علما بان القروح السريريه تقترن دائما بحالات الاهمال\nالصحي للمريض من قبل المعالجين لذا اطلب /١اثبات الواقعه في السجلات الخاصه بذلك /٢ التحقيق مع\nومحاسبة الاطباء المعنين وافادتي بنتائج التحقيق /٣علاج القروح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 38, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-15T21:00:00Z", "due_at": "2024-11-15T19:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-16T21:00:00Z", "second_reminder_sent_at": "2024-11-16T21:00:00Z", "escalated_at": "2024-11-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299421, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-11-16 00:00:00", "closed": null, "received": "2024-11-13 22:33:00", "resolved": null, "escalated": "2024-11-19 00:00:00", "first_reminder": "2024-11-17 00:00:00" }, "imported_at": "2026-04-13T22:00:49.473318", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3153-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المتوسطة", "main": "الطبي" }, "original_complaint_num": 3153 } } }, { "model": "complaints.complaint", "pk": "8d647581-1184-4994-b5e7-d83c2a11648a", "fields": { "created_at": "2023-12-24T13:05:00Z", "updated_at": "2026-04-13T18:58:56.188Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1993", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not available on the system ID for mom : 1084124492Lulwah/ ID for baby:1212127011 sahaab baby file:0030299821", "description": "vaccination not available on the system ID for mom : 1084124492Lulwah/ ID for baby:1212127011 sahaab baby file:0030299821\n\n[Arabic]:\nالتطعيم غير متوفر في النظام. رقم تعريف الأم: 1084124492Lulwah / رقم تعريف الطفل: 1212127011 sahaab ملف الطفل: 0030299821", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-26T13:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30069420, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-24 16:05:00", "resolved": "2023-12-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.185766", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1993", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1993 } } }, { "model": "complaints.complaint", "pk": "8d75efca-80c1-45af-be46-522e17b233da", "fields": { "created_at": "2025-09-12T21:02:00Z", "updated_at": "2026-04-13T19:02:48.181Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4829-GHAD ABDALBARY ALAWYSH", "expected_result": "", "reference_number": "CMP-2025-09-4835", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The child's mother states that the child was hospitalized for three days without a diagnosis being made.\"", "description": "\"The child's mother states that the child was hospitalized for three days without a diagnosis being made.\"\n\n[Arabic]:\nتفيد والدة الطفله انها تم تنويم الطفله 3 ايام دون تشخيص الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-14T21:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-12T21:02:00Z", "explanation_received_at": "2025-09-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4835, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "8d922edb-f5a9-489e-b2a7-550b66530cb3", "fields": { "created_at": "2023-11-29T10:16:00Z", "updated_at": "2026-04-13T18:58:45.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1905", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A patient complained about Dr. Mohammed khan refusing to receive him since his official doctor in avocation", "description": "A patient complained about Dr. Mohammed khan refusing to receive him since his official doctor in avocation\n\n[Arabic]:\nاشتكى مريض من رفض الدكتور محمد خان استقباله، على الرغم من أن طبيبه الرسمي يعمل كهواية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-28T21:00:00Z", "due_at": "2023-12-01T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-28T21:00:00Z", "explanation_received_at": "2023-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-02T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30259687, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-29 00:00:00", "closed": null, "received": "2023-11-29 13:16:00", "resolved": "2023-12-03 00:00:00", "escalated": null, "first_reminder": "2023-11-30 00:00:00" }, "imported_at": "2026-04-13T21:58:45.429702", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1905", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1905 } } }, { "model": "complaints.complaint", "pk": "8d9982f2-8bed-49dd-9788-b25ace8cedbe", "fields": { "created_at": "2023-03-12T16:00:00Z", "updated_at": "2026-04-13T18:57:17.223Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.AHMAD NABEEL", "expected_result": "", "reference_number": "CMP-2023-03-0998", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 11, 2023, I went to Dr. Ahmed's clinic, where he did not diagnose my condition, prescribed no medication, and referred me to the Saudi German Hospital for a balance test. The referral was initially rejected by my insurance company, then partially accepted. I tried to understand what would happen if the balance test wasn't performed, and I waited for the doctor for three consecutive appointments, but he refused to see me. So I took advantage of the situation...I took the opportunity of t", "description": "On March 11, 2023, I went to Dr. Ahmed's clinic, where he did not diagnose my condition, prescribed no medication, and referred me to the Saudi German Hospital for a balance test. The referral was initially rejected by my insurance company, then partially accepted. I tried to understand what would happen if the balance test wasn't performed, and I waited for the doctor for three consecutive appointments, but he refused to see me. So I took advantage of the situation...I took the opportunity of the third patient's discharge and went in to ask him for a solution and treatment, but he rebuked me and embarrassed me in front of the other patients. I didn't force my way in, but the door was open after the third patient had left.Knowing that I arrived at the hospital at 8:40 and remained there until 12 noon, and my pain increased due to the waiting, reviewing approvals, insurance, and the doctor, and in the end I did not know my illness or treatment, and in addition to that, the doctor's treatment was not appropriate or decent.\n\n[Arabic]:\n تم الحضور بتاريخ 11 مارس 2023م لدى عيادة الطبيب احمد حيث لم يشخص الحاله، ولم يكتب لي دواء وحولني لمستشفى السعودي الألماني لعمل فحص اتزان وحدث رفض للتحويل من شركة التأمين ثم قبول جزئي حاولت فهم ماذا ان لم يتم عمل تخطيط الاتزان وانتظرت الطبيب لثلاث كشوفات متتالية وهو يرفض مقابلتي فانتهزت فرصة خروج المريض الثالث ودخلت علىه لأسأله الحل والعلاج فنهرني وأحرجني أمام المراجعين ولم أدخل عنوه لكن الباب كان مفتوح بعد خروج المريض الثالث مع العلم بانني حضرت للمستشفي الساعة 8:40 دقيقة وحتى الساعة 12 ظهرا والمي يزداد بسبب الانتظار ومراجعة الموافقات والتأمين والطبيب وفي النهاية لم أعرف مرضي ولا علاجي واضافة الى ذلك كانت معاملة الطبيب ليست\nمناسبة ولائقة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-11T21:00:00Z", "due_at": "2023-03-14T16:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-11T21:00:00Z", "explanation_received_at": "2023-03-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1537252, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-03-12 00:00:00", "closed": null, "received": "2023-03-12 19:00:00", "resolved": "2023-03-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.220042", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0998", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 998 } } }, { "model": "complaints.complaint", "pk": "8d9e1686-ce70-4692-ae1a-cd26a988b208", "fields": { "created_at": "2023-03-02T12:47:00Z", "updated_at": "2026-04-13T18:57:16.430Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0968", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The date for taking the biopsy has not yet been determined.", "description": "The date for taking the biopsy has not yet been determined.\n\n[Arabic]:\nلم يتم تحديد موعد اخذ خزعه حتى الان . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-04T12:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20061581, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.2.Patient journey", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-02 15:47:00", "resolved": "2023-03-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.424230", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0968", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 968 } } }, { "model": "complaints.complaint", "pk": "8df150ea-0abf-40e6-b54e-fc8bf424fcd2", "fields": { "created_at": "2022-11-19T15:55:00Z", "updated_at": "2026-04-13T18:56:32.342Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2022-11-0568", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "On November 19, 2022, we visited Dr. Sahar because we wanted to examine my wife’s condition in general after she stopped taking contraceptives and before starting the pregnancy plan. However, her treatment was not good and inappropriate. She spoke in a dry manner and with harsh words. All her words were negative from the beginning, as if she was making it difficult to benefit from her as a doctor. She did not ask any questions to build sufficient information to help the patient.", "description": "On November 19, 2022, we visited Dr. Sahar because we wanted to examine my wife’s condition in general after she stopped taking contraceptives and before starting the pregnancy plan. However, her treatment was not good and inappropriate. She spoke in a dry manner and with harsh words. All her words were negative from the beginning, as if she was making it difficult to benefit from her as a doctor. She did not ask any questions to build sufficient information to help the patient.\n\n[Arabic]:\nبتاريخ 19 نوفمبر 2022م تم زيارة الطبيبة سحر وذلك لرغبتنا بالفحص عن حالة زوجتي بشكل عام بعد توقفها عن اخذ الموانع وقبل البدء في خطة الحمل ولكن كان تعاملها غير جيد ولائق فكانت تتكلم بإسلوب جاف والفاظ حاده فكان كل كلامها سلبي منذ بدايته وكأنها تصعب عملية الاستفادة منها كطبيبة ولم تسأل اي اسألة لتبني معلومات كافية لمساعدة المريضة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-18T21:00:00Z", "due_at": "2022-11-21T15:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-18T21:00:00Z", "second_reminder_sent_at": "2022-11-19T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-18T21:00:00Z", "explanation_received_at": "2022-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-20T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1590906, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-19 00:00:00", "closed": null, "received": "2022-11-19 18:55:00", "resolved": "2022-11-21 00:00:00", "escalated": null, "first_reminder": "2022-11-19 00:00:00" }, "imported_at": "2026-04-13T21:56:32.337512", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0568", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 568 } } }, { "model": "complaints.complaint", "pk": "8e4049a5-f3b0-43f7-8ddb-f95a0a6b7bea", "fields": { "created_at": "2025-11-03T16:15:00Z", "updated_at": "2026-04-13T19:03:12.479Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5212", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Delay in releasing the test result.\"", "description": "\"Delay in releasing the test result.\"\n\n[Arabic]:\nتاخبر في اظهار نتيجة التحليل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-05T16:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-03T16:15:00Z", "explanation_received_at": "2025-11-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5212, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "8e639c6b-a065-4733-8ac6-20e8ef637d35", "fields": { "created_at": "2023-02-22T11:41:00Z", "updated_at": "2026-04-13T18:57:07.783Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAWAN AHMED ALGHAMDI", "expected_result": "", "reference_number": "CMP-2023-02-0928-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "3e6a99cf-8a4c-4890-8938-2df1fb89d8f9", "staff": "9948f037-55f0-4af1-8e87-283e69c0d442", "title": "On February 14, 2023, during the hospitalization period, we were informed in a threatening and alarming manner about the symptoms of diabetes by a nutritionist, which led to psychological distress for the patient.\n", "description": "On February 14, 2023, during the hospitalization period, we were informed in a threatening and alarming manner about the symptoms of diabetes by a nutritionist, which led to psychological distress for the patient.\n\n\n[Arabic]:\nبتاريخ 14 فبراير 2023 خاص فتره التنويم تم ابلاغنا باسلوب ترهيب وتخويف وتهويل اعراض مرض السكري من قبل اخضائيه تغذيه مما ادى الى تعب نفسيه المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 55, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-21T21:00:00Z", "due_at": "2023-02-24T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-21T21:00:00Z", "explanation_received_at": "2023-02-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30252911, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-02-22 00:00:00", "closed": null, "received": "2023-02-22 14:41:00", "resolved": "2023-02-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.772104", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0928-B", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التغذية", "main": "الطبي" }, "original_complaint_num": 928 } } }, { "model": "complaints.complaint", "pk": "8e78774c-1bf2-4a80-8cf9-1446e2204264", "fields": { "created_at": "2025-02-26T15:51:00Z", "updated_at": "2026-04-13T19:01:26.192Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فهد الدوسري", "expected_result": "", "reference_number": "CMP-2025-02-3811", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the doctor refuse to enter the patient despit the available appointment and the clinic time not over ", "description": "the doctor refuse to enter the patient despit the available appointment and the clinic time not over \n\n[Arabic]:\nتم رفض استقبال المريض مع وجود مواعيد متاحة ولم ينتهي وقت العيادة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-28T15:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-26T15:51:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3811, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8e90d534-3b09-4c71-8d70-de003aa1dd87", "fields": { "created_at": "2023-11-20T11:09:00Z", "updated_at": "2026-04-13T18:58:44.431Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1870", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor delayed my appointment.", "description": "The doctor delayed my appointment.\n\n[Arabic]:\nالطبيب اخرني عن الموعد", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-19T21:00:00Z", "due_at": "2023-11-22T11:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-19T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 16418, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-20 00:00:00", "closed": null, "received": "2023-11-20 14:09:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.426666", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1870", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1870 } } }, { "model": "complaints.complaint", "pk": "8e9a412c-b446-4d83-85a9-621e93a85a49", "fields": { "created_at": "2023-09-28T12:32:00Z", "updated_at": "2026-04-13T18:58:21.264Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1662", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "They refused to admit me and informed me that my insurance was not accepted by the hospital.", "description": "They refused to admit me and informed me that my insurance was not accepted by the hospital.\n\n[Arabic]:\nم رفض استقبالي وابلاغي بعدم اعتماد تاميني لدى المستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-29T21:00:00Z", "due_at": "2023-09-30T12:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-29T21:00:00Z", "explanation_received_at": "2023-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30291232, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-09-30 00:00:00", "closed": null, "received": "2023-09-28 15:32:00", "resolved": "2023-10-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:21.262094", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1662", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1662 } } }, { "model": "complaints.complaint", "pk": "8ea4627e-2321-4932-aa88-e950d04e20c9", "fields": { "created_at": "2022-11-13T13:32:00Z", "updated_at": "2026-04-13T18:56:31.462Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to monitor the child and the long wait for the attending physician to arrive", "description": "Failure to monitor the child and the long wait for the attending physician to arrive\n\n[Arabic]:\nعدم متابعة الطفل والانتظار الطويل لحين حضور الطبيب المعالج ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-12T21:00:00Z", "due_at": "2022-11-15T13:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-12T21:00:00Z", "explanation_received_at": "2022-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150063, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2022-11-13 00:00:00", "closed": null, "received": "2022-11-13 16:32:00", "resolved": "2022-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.459052", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0529", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 529 } } }, { "model": "complaints.complaint", "pk": "8efc7423-a57e-421c-8598-5ffc78c56957", "fields": { "created_at": "2025-07-22T13:41:00Z", "updated_at": "2026-04-13T19:02:24.981Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4511", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to follow up on the request, which led to the insurance company’s rejection and the deterioration of my health condition, with request number 82280433, and failure to attach sufficient justifications and information", "description": "Failure to follow up on the request, which led to the insurance company’s rejection and the deterioration of my health condition, with request number 82280433, and failure to attach sufficient justifications and information\n\n[Arabic]:\nعدم متابعة الطلب مما ادى الى رفض شركة التأمين وتدهور حالتي الصحية برقم طلب 82280433 ، وعدم ارفاق مبررات كافية ومعلومات", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T13:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T13:41:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4511, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "8f0782cf-6614-4379-9e5d-2f4cbfef3403", "fields": { "created_at": "2024-07-13T10:05:00Z", "updated_at": "2026-04-13T19:00:06.204Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2680", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The payment was made in cash on 11/6/2024, and a financial claim was filed with the insurance company and approved. The insurance company directed the recovery of the amounts from the service provider, but the service provider refuses to recover the amounts because the month in which the service was received has ended.", "description": "The payment was made in cash on 11/6/2024, and a financial claim was filed with the insurance company and approved. The insurance company directed the recovery of the amounts from the service provider, but the service provider refuses to recover the amounts because the month in which the service was received has ended.\n\n[Arabic]:\nتم التوجه و الدفع بالكاش بتاريخ 11/6/2024 و تم رفع مطالبة مالية لشركة التأمين وتمت الموافقة و تم التوجيه من شركة التأمين لاسترداد المبالغ من مقدم الخدمة و مقدم الخدمة يرفض استرداد المبالغ لانتهاء الشهر الذي تم تلقي فيه الخدمة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-12T21:00:00Z", "due_at": "2024-07-15T10:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-12T21:00:00Z", "explanation_received_at": "2024-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30331660, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-07-13 00:00:00", "closed": null, "received": "2024-07-13 13:05:00", "resolved": "2024-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.195260", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2680", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2680 } } }, { "model": "complaints.complaint", "pk": "8f12ca45-67c7-4260-acd2-736d63317b63", "fields": { "created_at": "2024-10-13T07:52:00Z", "updated_at": "2026-04-13T19:00:38.154Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHALIL AHMED", "expected_result": "", "reference_number": "CMP-2024-10-3024", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was contacted by the finance department immediately after I was transferred to the intensive care unit and they asked me to vacate my room, even though it was paid for. Letters regarding financial amounts, demands, and calls continued, and I was informed that the treatment would not be completed. I was unable to obtain any medication or painkiller because of this, even though I was in an unstable condition at the time and I was not taken care of as a patient.", "description": "I was contacted by the finance department immediately after I was transferred to the intensive care unit and they asked me to vacate my room, even though it was paid for. Letters regarding financial amounts, demands, and calls continued, and I was informed that the treatment would not be completed. I was unable to obtain any medication or painkiller because of this, even though I was in an unstable condition at the time and I was not taken care of as a patient.\n\n[Arabic]:\nتم التواصل معي من قبل قسم الماليه فور نقلي إلى وحدة العنايه المشدده وطلبهم بإفراغ غرفتي علما انها مدفوعه .. واستمرت خطابات المبالغ الماليه والمطالبات والاتصالات وتم ابلاغي انه لن يتم استكمال العلاج ولم استطع صرف اي دواء او مسكن بسبب هذا علماً باني كنت في حالة غير مستقرة وقتها ولم يتم مراعاتي كمريضة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-15T07:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-14T21:00:00Z", "second_reminder_sent_at": "2024-10-15T21:00:00Z", "escalated_at": "2024-10-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30130322, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-13 10:52:00", "resolved": "2024-11-05 00:00:00", "escalated": "2024-10-16 00:00:00", "first_reminder": "2024-10-15 00:00:00" }, "imported_at": "2026-04-13T22:00:38.144536", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3024", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 3024 } } }, { "model": "complaints.complaint", "pk": "8f1dbe0d-6c91-44f6-966c-4cba4c2bb89f", "fields": { "created_at": "2025-02-18T11:28:00Z", "updated_at": "2026-04-13T19:01:25.474Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3748", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "approval didn't send the insurance", "description": "approval didn't send the insurance\n\n[Arabic]:\nالمرفقات لم ترفع للتأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-20T11:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-18T11:28:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3748, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "8f33da25-dfbe-4d2a-abf0-2d9da80dbc21", "fields": { "created_at": "2023-03-09T14:16:00Z", "updated_at": "2026-04-13T18:57:16.935Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0984", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital was contacted and a request was made to attach the cosmetic surgery x-ray for the insurance company. It was an x-ray of a fatty cyst on the face. The approvals employee informed me that the x-ray had been attached, but I was informed by the insurance company that the attached x-ray was an x-ray of a hand fracture.", "description": "The hospital was contacted and a request was made to attach the cosmetic surgery x-ray for the insurance company. It was an x-ray of a fatty cyst on the face. The approvals employee informed me that the x-ray had been attached, but I was informed by the insurance company that the attached x-ray was an x-ray of a hand fracture.\n\n[Arabic]:\nتم التواصل مع المستشفى وتم طلب ارفاق اشعة الجراحة التجميلية لشركة التامين وهي اشعه لكيس دهني بالوجهه وابلغتني موظفة الموافقات بانه تم ارفاق الاشعه ولكن تم ابلاغي من قبل شركة التامين ان الاشعة المرفقه اشعة لكسر باليد .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-07T21:00:00Z", "due_at": "2023-03-11T14:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-07T21:00:00Z", "explanation_received_at": "2023-03-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-13T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1575864, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-03-08 00:00:00", "closed": null, "received": "2023-03-09 17:16:00", "resolved": "2023-03-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.931141", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0984", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 984 } } }, { "model": "complaints.complaint", "pk": "8f3560c2-544e-4c0a-a08e-cff0cd8dd9f4", "fields": { "created_at": "2023-11-19T09:57:00Z", "updated_at": "2026-04-13T18:58:44.212Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1867", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the voccxine not avialble in the system.", "description": "the voccxine not avialble in the system.\n\n[Arabic]:\nاللقاح غير متوفر في النظام.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-18T21:00:00Z", "due_at": "2023-11-21T09:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-18T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30288342, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2023-11-19 00:00:00", "closed": null, "received": "2023-11-19 12:57:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.209457", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1867", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1867 } } }, { "model": "complaints.complaint", "pk": "8f41b801-1eb9-4963-b6da-197e1a638950", "fields": { "created_at": "2023-09-10T10:55:00Z", "updated_at": "2026-04-13T18:58:19.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2023-09-1593", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": " I arrived at the emergency delivery room, but it was unprepared. The delivery equipment wasn't ready, and the medical staff wasn't prepared to receive the newborn. There was no anesthesia, and Dr. Sarah performed an incision without it, even though the baby's head was already descended. A surgical procedure was performed for no apparent reason. The delivery became difficult due to their lack of preparation and their absence from the delivery room to monitor the situation. This resulted in a lar", "description": " I arrived at the emergency delivery room, but it was unprepared. The delivery equipment wasn't ready, and the medical staff wasn't prepared to receive the newborn. There was no anesthesia, and Dr. Sarah performed an incision without it, even though the baby's head was already descended. A surgical procedure was performed for no apparent reason. The delivery became difficult due to their lack of preparation and their absence from the delivery room to monitor the situation. This resulted in a large new incision on top of the previous one, completely unnecessary since the baby was small and easily delivered, as Dr. Marwa had informed me. She cut the umbilical cord, leaving the placenta inside, and didn't wait for it to be delivered, even though I had previously agreed with Dr. Marwa that the cord would remain attached for a while and not be cut quickly. She didn't allow me to see my baby during the delivery or have any physical contact with her. When the nurses and the doctor arrived, I was told to wait. What kind of logic is this? Should I wait until the staff is ready? There was no organization, no preparation, and the room wasn't properly equipped for emergencies. .\n\n[Arabic]:\n تم الحضور لغرفه الولاده لدى الطوارئ ولم تكن مجهزه وادوات الولاده غير جاهزه ولا طاقم الاطباء مستعدين لاستقبال المولود ولم يكن هناك ابره البنج والدكتوره ساره قامت بعمل جرح بدون بنج مع ان رأس الطفل كان نازل تم عمل تدخل جراحي لم يوجد له سبب اصبحت الولاده صعبه بسبب عدم استعدادهم للولاده وعدم وجودهم فى غرفه الولاده لمتابعه الحاله الامر الذى تسبب بعمل جرح كبير جديد غير جرح الولاده القديمه بدون اى داعى\nلجرح ولاده اصلا بسبب صغر حجم البيبى وسهوله خروجه كما تم ابلاغي من قبل الطبيبه مروه وقامت بقطع الحبل السري وتركت المشيمه بالداخل ولم تصبر حتى خروج المشيمه علما انتي اتفقت مع دكتوره مروه سابقا على ان يظل الحبل السري وقت ولا يتم قطعه بسرعه ولم تجعلني ارى طفلتي اثناء الولاده وان يحدث تلامس جسدي وعند حضور التمريض والدكتوره يتم اخباري بالانتظار باي منطق هذا هل اقوم بالانتظار لحين استعداد الطاقم لا يوجد اي تنظيم ولا ترتيب واستعداد وتجهيز الغرفه سابقا لحالات الطوارئ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-10T21:00:00Z", "due_at": "2023-09-12T10:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-10T21:00:00Z", "explanation_received_at": "2023-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30046752, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-09-11 00:00:00", "closed": " ", "received": "2023-09-10 13:55:00", "resolved": "2023-10-03 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.132506", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1593", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 1593 } } }, { "model": "complaints.complaint", "pk": "8f42ac2d-38fa-43e9-b8b5-ba5c98b219d8", "fields": { "created_at": "2025-10-20T12:31:00Z", "updated_at": "2026-04-13T19:03:02.722Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5116", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient’s son submitted a complaint regarding not being provided with his father’s medical report.\"", "description": "\"The patient’s son submitted a complaint regarding not being provided with his father’s medical report.\"\n\n[Arabic]:\n\"تقدّم ابن المراجع بشكوى لعدم تسليمه التقرير الطبي الخاص بوالده.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-22T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-20T12:31:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5116, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "8f7673aa-990a-4572-8f7f-e8b6cb85bee7", "fields": { "created_at": "2024-09-18T15:15:00Z", "updated_at": "2026-04-13T19:00:28.375Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2932", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Peace be upon you. I have a monthly prescription for four growth hormone injections, and each time the hospital delays submitting the approval request and fails to provide the insurance company with the necessary documents.", "description": "Peace be upon you. I have a monthly prescription for four growth hormone injections, and each time the hospital delays submitting the approval request and fails to provide the insurance company with the necessary documents.\n\n[Arabic]:\nالسلام عليكم يوجد لدي صرف دواء بشكل شهري لعدد 4 حقن هرمون النمو و في كل مره يتاخر المستشفي في رفع طلب الموافقه و عدم الالتزام باعطاء التأمين المستندات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-17T21:00:00Z", "due_at": "2024-09-20T15:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-17T21:00:00Z", "explanation_received_at": "2024-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1354309, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-09-18 00:00:00", "closed": null, "received": "2024-09-18 18:15:00", "resolved": "2024-09-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.369178", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2932", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2932 } } }, { "model": "complaints.complaint", "pk": "8f77451f-50e0-4fff-81bf-8af0728fc0e4", "fields": { "created_at": "2025-11-13T10:15:00Z", "updated_at": "2026-04-13T19:03:13.624Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5290", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He reports that he underwent an operation with Dr. Majd Haddadin, and after the operation he was asked to pay 9000. When he went back to the doctor, he stated that he did not perform this procedure and therefore did not add any medical code.", "description": "He reports that he underwent an operation with Dr. Majd Haddadin, and after the operation he was asked to pay 9000. When he went back to the doctor, he stated that he did not perform this procedure and therefore did not add any medical code.\n\n[Arabic]:\nيفيد بأجراء عملية لدى الدكتور مجد حدادين ،وبعد العملية تمت مطالبتة بمبلغ ٩٠٠٠ ، وعند مراجعتة للدكتور افاد بأنة لم يقم بعمل هذا الاجراء ولذلك لم يضف اي كود طبي ، ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T10:15:00Z", "explanation_received_at": "2025-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5290, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "9045b89b-2f89-43c3-87c8-66c5da0f5c12", "fields": { "created_at": "2023-12-17T07:20:00Z", "updated_at": "2026-04-13T18:58:54.666Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1952", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I asked the admissions office employee about the cost, and she told me the surgery would cost approximately 6000 riyals! So who can give me a definite answer if she's saying \"approximately\"? She also told me that tests and treatments weren't included in the total. I asked her how much, and she said the pre-operative tests cost 600 riyals. I was shocked when I went to the emergency room and the doctor told me to complete the admission procedures and tests, and that I would have to pay 1200 riyals", "description": "I asked the admissions office employee about the cost, and she told me the surgery would cost approximately 6000 riyals! So who can give me a definite answer if she's saying \"approximately\"? She also told me that tests and treatments weren't included in the total. I asked her how much, and she said the pre-operative tests cost 600 riyals. I was shocked when I went to the emergency room and the doctor told me to complete the admission procedures and tests, and that I would have to pay 1200 riyals – double the amount the employee had previously stated.\n\n[Arabic]:\nتم سوال موظف مكتب التنويم عن المبلغ المادي وأفادتني بأن مبلغ العمليه ( تقريباً ٦٠٠٠ ) تقريباً !! اجل مين يعطيني الاكيد اذا هي تقول تقريباً ! وقالت لي التحاليل والعلاجات مو محسوبه من ضمن المبلغ قلت لها بكم قالت التحاليل اللي قبل العمليه مبلغها ( ٦٠٠ ) وتفاجأت عند دخولي للطوارىء تقولي الدكتوره سوو اجراءات التنويم والتحاليل وعلي بدفع ( 1200 ريال ) دبل المبلغ المذكور من قبل الموظفة سابقا ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-16T21:00:00Z", "due_at": "2023-12-19T07:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-16T21:00:00Z", "explanation_received_at": "2023-12-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302844, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-17 00:00:00", "closed": null, "received": "2023-12-17 10:20:00", "resolved": "2023-12-17 00:00:00", "escalated": null, "first_reminder": "2023-12-19 00:00:00" }, "imported_at": "2026-04-13T21:58:54.659332", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1952", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "مكتب التنويم", "main": "الإداري" }, "original_complaint_num": 1952 } } }, { "model": "complaints.complaint", "pk": "906e6b79-2c96-4846-a1b8-39b35282c6cb", "fields": { "created_at": "2022-10-06T10:06:00Z", "updated_at": "2026-04-13T18:56:17.492Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOATH SAMI ALAHMAD", "expected_result": "", "reference_number": "CMP-2022-10-0220", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was in a car accident, and when the ambulance arrived, I asked to go to Al-Hammadi Hospital, Al-Nuzha branch. I went to the emergency room, where they did X-rays and blood tests. My right hand was then bandaged because both bones were broken. After the insurance company approved the surgery and the doctors diagnosed the fractures, surgery was performed to insert plates in both bones. Dr. Muath Sami Al-Ahmad opened my hand and inserted two plates in my forearm and ulna. I was discharged from th", "description": "I was in a car accident, and when the ambulance arrived, I asked to go to Al-Hammadi Hospital, Al-Nuzha branch. I went to the emergency room, where they did X-rays and blood tests. My right hand was then bandaged because both bones were broken. After the insurance company approved the surgery and the doctors diagnosed the fractures, surgery was performed to insert plates in both bones. Dr. Muath Sami Al-Ahmad opened my hand and inserted two plates in my forearm and ulna. I was discharged from the hospital afterward. I followed up with the same doctor, and it turned out that the wound on my ulna hadn't closed. He took a sample from the wound and found it was very infected. He asked me to come to the hospital for daily dressing changes. I asked him to take leave, and he agreed. He told me to continue dressing the wound daily. After seeing several doctors, they said I had a problem with the wound, which was a mistake, and they wrote a report to that effect. Another orthopedic doctor followed up and asked me for blood tests after the surgery, which I gave him. He decided to perform a debridement procedure after my temperature rose to 39°C. The operation was performed, and the plate was removed. The doctor diagnosed a bacterial infection in the ulna bone and removed the infected part. He requested another operation to reinsert the plate. He sent a letter of approval to the insurance company after they had rejected the request multiple times. Samples were taken for analysis, and the results showed no abnormalities. Dr. Muath and the consultant performed the operation, taking five centimeters from the pelvic bone to reconnect the ulna bone after removing the infected part. I was discharged and followed up with them. The sutures were removed from the wound. Several days later, an infection appeared outside the wound. The doctor ordered tests, which revealed an infection inside the wound. Another surgery was required, which was performed by a different consultant at the hospital. During follow-up, pus appeared, and a sample was taken, confirming an infection. After continuing antibiotic treatment, the infection improved until the wound healed. Following physical therapy, the doctor ordered a blood test, which showed a high level of infection. While I was visiting your hospital and dealing with the numerous procedures, I contacted my employer. I was then informed that my contract had been terminated due to work delays.\n\n[Arabic]:\nحصل لي حادث سيارة وعند وصول الإسعاف طلبت الذهاب الى مستشفى الحمادي فرع النزهة دخلت الطوارئ وتم عمل اشعة وتحاليل وتم ربط يدي اليمين حيث ان كلتا العظمتين قد كسروا. وبعد موافقة التأمينات وتشخيص الاطباء . تم عمل جراحه لتركيب شرائح فى العظمتين. قام الدكتور معاذ سامي الأحمد بفتح اليد وتركيب شريحتين فى الساعد والزند وخرجت من المستشفى بعدها . وتابعت مع نفس الدكتور وظهر ان الجرح من جهة الزند لم يغلق ثم اخذ عينه من الجرح ليظهر ان الجرح ملتهب جداً وطلب منى ان اتي الى المستشفى ليتم الغيار عليه يوم بعد الآخر ثم طلبت منه الذهاب الى أجازة فوافق . وطلب مني أن اواصل الغيار على الجرح يوم تلو الآخر. وبعد ذهابي الى اكثر من طبيب قالوا انت عندك مشكلة فى الجرح وهذا خطأ وكتب تقرير بهذا ومع متابعة دكتور عظام اخر طلب مني التحليل بعد العملية فاعطيته . وقرر ان يجرى لي عملية تطهير بعد إرتفاع درجة الحرارة الى ٥:٣٩. واجريت العملية ورفع الشريحة قال انت عندك التهاب بكتيري فى عظمة الزند واستأصل الجزء الملتهب وطلب ان يجري عملية لتركيب الشريحة مره اخرى. وأرسل الى التأمين بالموافقة على ذلك بعد ان تم الرفض من قبل التأمين أكثر من مره.. ثم تم اخذ عينات لتحليلها وقال بانه لايوجد شئ. وأجرى لي الدكتور معاذ ومعه الدكتور الاستشاري العملية باخذ خمسة سم من عظمة الحوض لوصل عظمة الزند بعد ان استاصل الجزء الملتهب. ثم خرجت وتابعتهم وتم فك السلك من الجرح. وبعد عدة ايام ظهر التهاب خارج الجرح وطلب الدكتور تحاليل وظهر ان الالتهاب داخل الجرح وسيتم إجراء عملية جراحية اخرى وقد تم بالفعل مع دكتور استشاري آخر من قبل المستشفى ومع المتابعة ظهر صديد وطلب منى اخذ عينه منه واتضح بأنه التهاب. وبعد مواصلة اخذ المضاد الحيوي تحسن الالتهاب الى ان إللتأم الجرح . وبعد إجراء العلاج الطبيعي طلب منى الدكتور إجراء فحص الدم والنتيجة ارتفاع نسبة الالتهاب واثناء مراجعة المستشفى لديكم وكثرة الاجراءات تواصلت مع الشركة التي اعمل بها ثم قيل انه تم إنهاء العقد بسبب تأخير العمل .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-14T21:00:00Z", "due_at": "2022-10-08T10:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-14T21:00:00Z", "explanation_received_at": "2022-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30095856, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2022-10-15 00:00:00", "closed": null, "received": "2022-10-06 13:06:00", "resolved": "2022-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.489110", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0220", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 220 } } }, { "model": "complaints.complaint", "pk": "90757a94-3d76-4345-b9c4-833e5eeebf2a", "fields": { "created_at": "2022-10-18T09:22:00Z", "updated_at": "2026-04-13T18:56:19.697Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SHAIMAA SALEH", "expected_result": "", "reference_number": "CMP-2022-10-0371", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child was admitted on October 8, 2022, and the doctor's treatment of me was not appropriate. She told me that the doctor had included the antibiotic doses in the system and that no dose of antibiotic had been given to my child by the nurses. The doctor was uncooperative and told me that she was not responsible, that she had just started her shift, that the hospital was suffering from a shortage of nursing staff in the inpatient department, that the nurses were not responsible for applying com", "description": "My child was admitted on October 8, 2022, and the doctor's treatment of me was not appropriate. She told me that the doctor had included the antibiotic doses in the system and that no dose of antibiotic had been given to my child by the nurses. The doctor was uncooperative and told me that she was not responsible, that she had just started her shift, that the hospital was suffering from a shortage of nursing staff in the inpatient department, that the nurses were not responsible for applying compresses, that they only applied the medication and were not responsible for providing assistance due to the small number, and that no one was responsible for the mistake.\n\n[Arabic]:\nتم تنويم طفلي بتاريخ 8 اكتوبر 2022م ولم يكن تعامل الطبيبة لائق معي اخبرتني ان الدكتور ادرج جرعات المضاد بالنظام وانه لم يعطى اي جرعة من المضاد لطفلي من قبل التمريض حيث كانت الطبيبة غير متعاونه واخبرتني انها غير مسؤوله وانها الان بدات المناوبة وان المستشفى يعاني من نقص كادر التمريض في قسم التنويم وان الممرضات غير مسؤولات عن وضع الكمادات وانهم فقط يضعون الدواء وغير مسؤولين عن المساعدة لقل العدد وانه لايوجد احد مسؤول عن الخطا. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-17T21:00:00Z", "due_at": "2022-10-20T09:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-18T21:00:00Z", "second_reminder_sent_at": "2022-10-19T21:00:00Z", "escalated_at": "2022-10-21T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-17T21:00:00Z", "explanation_received_at": "2022-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226819, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-18 00:00:00", "closed": null, "received": "2022-10-18 12:22:00", "resolved": "2022-10-29 00:00:00", "escalated": "2022-10-22 00:00:00", "first_reminder": "2022-10-19 00:00:00" }, "imported_at": "2026-04-13T21:56:19.692437", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0371", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 371 } } }, { "model": "complaints.complaint", "pk": "907f4b91-0c8e-4975-a2a6-c5fb262383b6", "fields": { "created_at": "2025-06-01T15:11:00Z", "updated_at": "2026-04-13T19:02:09.141Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " د. محمد جيلاني ", "expected_result": "", "reference_number": "CMP-2025-06-4240", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Today I was scheduled for surgery to remove a tumor from the back of my head. I’ve been following up with Dr. Al-Kilani after the necessary examinations and imaging were done. He explained the steps of the surgery, and the nurse instructed me to go to the pharmacy to get the antibiotic I was supposed to take before the operation.\n\nI brought the antibiotic, changed my clothes, and went to the operating room accompanied by a nurse. I waited in the waiting room for about 15 minutes, then I was tak", "description": " Today I was scheduled for surgery to remove a tumor from the back of my head. I’ve been following up with Dr. Al-Kilani after the necessary examinations and imaging were done. He explained the steps of the surgery, and the nurse instructed me to go to the pharmacy to get the antibiotic I was supposed to take before the operation.\n\nI brought the antibiotic, changed my clothes, and went to the operating room accompanied by a nurse. I waited in the waiting room for about 15 minutes, then I was taken in for surgery. The doctor arrived and performed the operation. After it was done, I was taken to the post-operative room. The same nurse came, informed me that everything went well, and brought me my clothes to change, saying I could go home afterward.\n\nI changed my clothes and then asked her why I hadn’t taken the antibiotic I got from the pharmacy. She looked at my hand, confused, and asked, ‘Did you take the antibiotic?’ I said no. We quickly returned to the operating area and called the head nurse to inform her of the situation. They searched for the antibiotic and brought it. That’s when the confusion began — they didn’t admit their mistake and instead blamed the doctor, claiming he had instructed that I take the antibiotic after the operation.\n\nThe discussion dragged on, and the doctor eventually arrived. I explained to him what had happened, and his response was, ‘I will investigate the matter.’\n\n[Arabic]:\nعدم التوضيح للمراجع الخطه العلاجيه ( تناول المضاد ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-03T15:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-01T15:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4240, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "908c2205-22e2-4f6f-ad4d-14e32b7b4fe0", "fields": { "created_at": "2024-08-05T22:01:00Z", "updated_at": "2026-04-13T19:00:16.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2777", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was given an intravenous induction of labor despite her refusal and being told it was a painkiller.", "description": "The patient was given an intravenous induction of labor despite her refusal and being told it was a painkiller.\n\n[Arabic]:\nتم وضع طلق صناعي للمريضة في الوريد بالرغم من رفضها وابلاغها بانه مسكن للالم مما ادى الى تعب والم شديد للمريضة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-05T21:00:00Z", "due_at": "2024-08-07T22:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-07T21:00:00Z", "second_reminder_sent_at": "2024-08-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-05T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30325021, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2024-08-06 00:00:00", "closed": null, "received": "2024-08-06 01:01:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": "2024-08-08 00:00:00" }, "imported_at": "2026-04-13T22:00:16.374459", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2777", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2777 } } }, { "model": "complaints.complaint", "pk": "909171eb-e358-4607-86ec-e8385d5e22df", "fields": { "created_at": "2025-09-30T06:36:00Z", "updated_at": "2026-04-13T19:02:50.906Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4975", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I called to inquire about the availability of a specialist in maxillofacial surgery and was informed that there were available doctors, but all appointments were booked.\n\nI asked if I could come in \"waiting\" and was assured I would arrive before 5:00 PM. Indeed, I traveled from my home in the Suwaidi neighborhood to your branch in the Al-Nahda neighborhood.\n\nBut upon arrival, I was surprised to find that no specialist was available that day!\n\nHonestly, I find this behavior strange. Why would I b", "description": "I called to inquire about the availability of a specialist in maxillofacial surgery and was informed that there were available doctors, but all appointments were booked.\n\nI asked if I could come in \"waiting\" and was assured I would arrive before 5:00 PM. Indeed, I traveled from my home in the Suwaidi neighborhood to your branch in the Al-Nahda neighborhood.\n\nBut upon arrival, I was surprised to find that no specialist was available that day!\n\nHonestly, I find this behavior strange. Why would I be asked to wait for the doctor when you knew in advance that there was no doctor available? And why would I put myself through the hassle of traveling for no apparent reason?\n\nI should have been clearly informed that there were no available doctors, rather than being given inaccurate information.\n\n[Arabic]:\nاتصلت للاستفسار عن توفر دكتور مختص في جراحة الوجه والفكين، وتم إبلاغي بأن هناك أطباء متاحين، ولكن جميع المواعيد محجوزة.\n\nسألت إن كان بإمكاني الحضور كـ \"انتظار\"، وتم التأكيد عليّ بالحضور قبل الساعة الخامسة مساءً. وبالفعل، توجهت من منزلي في حي السويدي إلى فرعكم في حي النزهة.\n\nلكن عند وصولي، تفاجأت بعدم وجود أي دكتور مختص متاح لهذا اليوم!\n\nبكل صراحة، أستغرب هذا التصرف؛ لماذا يُطلب مني الحضور وانتظار الطبيب رغم علمكم المسبق بعدم وجود طبيب متاح؟ ولماذا أُكلف نفسي مشقة الطريق دون أي فائدة؟\n\nكان من الواجب إبلاغي بشكل واضح بعدم وجود أطباء متاحين بدلاً من إعطائي معلومات غير دقيقة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-02T06:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-30T06:36:00Z", "explanation_received_at": "2025-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4975, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "90970d64-1495-415e-b8a2-f7f7e0a26a23", "fields": { "created_at": "2022-10-23T11:35:00Z", "updated_at": "2026-04-13T18:56:20.777Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0423", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " patient came on 9 Oct 2022 to do the surgery .after the discharge the patient came to the ER to complain \n about swelling in his hand and that is after they removed the cannula after the surgery . ", "description": " patient came on 9 Oct 2022 to do the surgery .after the discharge the patient came to the ER to complain \n about swelling in his hand and that is after they removed the cannula after the surgery . \n\n[Arabic]:\nحضر المريض في 9 أكتوبر 2022 لإجراء العملية الجراحية. بعد خروجه من المستشفى، عاد إلى قسم الطوارئ يشكو من تورم في يده، وذلك بعد إزالة القنية بعد العملية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-22T21:00:00Z", "due_at": "2022-10-25T11:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-22T21:00:00Z", "second_reminder_sent_at": "2022-10-24T21:00:00Z", "escalated_at": "2022-10-25T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-22T21:00:00Z", "explanation_received_at": "2022-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1571840, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-23 00:00:00", "closed": null, "received": "2022-10-23 14:35:00", "resolved": "2022-11-02 00:00:00", "escalated": "2022-10-26 00:00:00", "first_reminder": "2022-10-23 00:00:00" }, "imported_at": "2026-04-13T21:56:20.773357", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0423", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم العمليات", "main": "التمريض" }, "original_complaint_num": 423 } } }, { "model": "complaints.complaint", "pk": "909910fe-5922-456e-834e-9cdd25051757", "fields": { "created_at": "2025-10-16T12:26:00Z", "updated_at": "2026-04-13T19:03:01.953Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHOLOD IBRAHIM", "expected_result": "", "reference_number": "CMP-2025-10-5096", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding the behavior of security staff member \"Kholoud.\" She raised her voice while speaking to us, demonstrating a behavior that should be characterized by calm and respect, especially in a hospital environment that requires courteous and respectful treatment of visitors.\n\nWhat happened reflects a lack of respect for patients' visitors. The situation was extremely disturbing and inappropriate for this type of treatment.\n\nWe appreciate the efforts of the securi", "description": "I would like to file a complaint regarding the behavior of security staff member \"Kholoud.\" She raised her voice while speaking to us, demonstrating a behavior that should be characterized by calm and respect, especially in a hospital environment that requires courteous and respectful treatment of visitors.\n\nWhat happened reflects a lack of respect for patients' visitors. The situation was extremely disturbing and inappropriate for this type of treatment.\n\nWe appreciate the efforts of the security staff in maintaining order within the hospital, but that does not justify raising her voice or behaving inappropriately toward visitors.\n\n[Arabic]:\nأود تقديم شكوى بخصوص تصرف من موظفة الأمن \"خلود\"، حيث قامت برفع صوتها أثناء الحديث معنا، وأظهرت سلوكًا يُفترض أن يتسم بالهدوء والاحترام، خاصة في بيئة المستشفى التي تتطلب التعامل بلطف واحترام مع الزوار.\n\nما حدث يعكس عدم احترام لزوار المرضى، وكان الموقف مزعجًا للغاية ولا يليق بهذا النوع من التعامل، \n\nنحن نُقدّر جهود طاقم الأمن في الحفاظ على النظام داخل المستشفى، لكن ذلك لا يبرر رفع الصوت أو التصرف بطريقة غير لائقة مع الزوار.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-18T12:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-16T12:26:00Z", "explanation_received_at": "2025-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5096, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "90a1fb84-caf6-4666-8f86-a5edf8bc148f", "fields": { "created_at": "2022-09-04T14:39:00Z", "updated_at": "2026-04-13T18:56:05.145Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0064", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was examined on 29-08-2022 and the doctor requested lab tests. I submitted a request for insurance and there was no response. I paid the required amount in cash as the hospital did not respond to the insurance for a whole week.", "description": "I was examined on 29-08-2022 and the doctor requested lab tests. I submitted a request for insurance and there was no response. I paid the required amount in cash as the hospital did not respond to the insurance for a whole week.\n\n[Arabic]:\nتممراجعتي بتاريخ 29-08-2022 وطلب الدكتور فحوصات مختبر رفعت طلب للتأمين ولم يتم التجاوب معنا دفعت المبلغ المطلوب كاش حيث لم يتم الرد من المستشفى على التأمين خلال أسبوع كامل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-03T21:00:00Z", "due_at": "2022-09-06T14:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-03T21:00:00Z", "explanation_received_at": "2022-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30091161, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-09-04 00:00:00", "closed": null, "received": "2022-09-04 17:39:00", "resolved": "2022-09-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.143153", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0064", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 64 } } }, { "model": "complaints.complaint", "pk": "90b945c4-3361-49d3-a46e-6b3f0c28d90c", "fields": { "created_at": "2025-05-06T10:23:00Z", "updated_at": "2026-04-13T19:01:57.792Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. عبد العزيز ", "expected_result": "", "reference_number": "CMP-2025-05-4126", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's health condition deteriorated, leading to complications including dehydration and inflammation.\"", "description": "\"The patient's health condition deteriorated, leading to complications including dehydration and inflammation.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 40, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-08T10:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-06T10:23:00Z", "explanation_received_at": "2025-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4126, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "90d2a801-4fae-43eb-b7c6-f2700230d93c", "fields": { "created_at": "2023-11-02T15:44:00Z", "updated_at": "2026-04-13T18:58:41.299Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2023-11-1794", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Her leave was not renewed on the 18th, 19th, 22nd, and 23rd.", "description": "Her leave was not renewed on the 18th, 19th, 22nd, and 23rd.\n\n[Arabic]:\nلم يتم رفع اجازتها بتاريخ 18, 19 , 22,23", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-04T21:00:00Z", "due_at": "2023-11-04T15:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-04T21:00:00Z", "explanation_received_at": "2023-11-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1772104, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-11-05 00:00:00", "closed": null, "received": "2023-11-02 18:44:00", "resolved": "2023-11-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.293934", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1794", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1794 } } }, { "model": "complaints.complaint", "pk": "90f308cc-c7f1-4d1a-8cb9-24c97c69109c", "fields": { "created_at": "2023-10-31T08:13:00Z", "updated_at": "2026-04-13T18:58:33.262Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1779", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the pharmacy department that the drug (Colchicine) was available on 10/30/2023, and I contacted the pharmacy department but received no response.", "description": "I was informed by the pharmacy department that the drug (Colchicine) was available on 10/30/2023, and I contacted the pharmacy department but received no response.\n\n[Arabic]:\nتم افادتي من قبل قسم الصيدليه بتوفر الدواء ( Colchicine) ءبتاريخ 30/10/2023 وتم التواصل مع قسم الصيدليه ولم يتم الرد. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-11-02T08:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": "2023-10-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1800379, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff \ncommunication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": null, "received": "2023-10-31 11:13:00", "resolved": "2023-10-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:33.256909", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1779", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1779 } } }, { "model": "complaints.complaint", "pk": "90fc07e2-0b5b-4783-afc0-75e30e144c7e", "fields": { "created_at": "2023-12-27T10:37:00Z", "updated_at": "2026-04-13T18:58:56.442Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2023-12-2005", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the hospital at dawn on Wednesday and was examined by Dr. Ziad, who prescribed medication and gave me two days of rest. However, he apologized to me because the emergency department only gives one day off, and I can come the next day to get the other day off for the same examination fee. I came today, but unfortunately, I was treated inappropriately by another doctor, as if I only came to the hospital to look for a leave of absence. This is unacceptable to him because I was very, ve", "description": "I arrived at the hospital at dawn on Wednesday and was examined by Dr. Ziad, who prescribed medication and gave me two days of rest. However, he apologized to me because the emergency department only gives one day off, and I can come the next day to get the other day off for the same examination fee. I came today, but unfortunately, I was treated inappropriately by another doctor, as if I only came to the hospital to look for a leave of absence. This is unacceptable to him because I was very, very tired the previous day and I have not recovered yet.\n\n[Arabic]:\nحضرت للمستشفى فجر الاربعاء وتم الكشف عند الدكتور زياد وصرف العلاج لي واعطائي راحه لمده يومين ولاكن اعتذر مني لان الطوارىء يعطي يوم واحد واستطيع الحظور اليوم الثاني لاخذ اليوم الاخر بنفس الكشفيه .. حضرت اليوم ولاكن للاسف تم التعامل معي من قبل دكتور اخر بطريقة غير لائقة وكأنني جاي للمستشفى فقط لابحث عن اجازه وهذا مرفوض منه لاني في اليوم السابق متعب جدا جدا ولم اتشافى حتى الان. \n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-27T21:00:00Z", "due_at": "2023-12-29T10:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-27T21:00:00Z", "explanation_received_at": "2024-02-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1261575, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-12-28 00:00:00", "closed": null, "received": "2023-12-27 13:37:00", "resolved": "2024-02-19 00:00:00", "escalated": null, "first_reminder": "2024-12-14 00:00:00" }, "imported_at": "2026-04-13T21:58:56.438615", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2005", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2005 } } }, { "model": "complaints.complaint", "pk": "9110b152-3303-48d8-8677-557cfd0ad65b", "fields": { "created_at": "2023-11-11T11:06:00Z", "updated_at": "2026-04-13T18:58:42.410Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1826", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I called on Monday, November 6th at 1:22 PM and the call lasted for 8 minutes to book a physiotherapy appointment for Saturday, November 11th at 1:30 PM. When I arrived at the scheduled time, I was surprised to find that there was no booking and that the employee had booked another appointment instead of the agreed-upon one, which resulted in the session not being done at the agreed-upon time.", "description": "I called on Monday, November 6th at 1:22 PM and the call lasted for 8 minutes to book a physiotherapy appointment for Saturday, November 11th at 1:30 PM. When I arrived at the scheduled time, I was surprised to find that there was no booking and that the employee had booked another appointment instead of the agreed-upon one, which resulted in the session not being done at the agreed-upon time.\n\n[Arabic]:\n قمت بالاتصال يوم الاثنين الموافق ٦ نوفمبر بالساعة ١:٢٢ ظهرا واستمرت المكالمة لمدة ٨ دقائق لحجز موعد للعلاج الطبيعي يوم السبت ١١ نوفمبر الساعة ١:٣٠ ظ وعند الحضور بالموعد المحدد تفاجئت بعدم وجود حجز وان الموظفة قامت بحجز موعد اخر بدل من الموعد المتفق عليه مما نتج عنه عدم عمل الجلسة في الموعد المتفق عليه. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-28T21:00:00Z", "due_at": "2023-11-13T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-05T21:00:00Z", "second_reminder_sent_at": "2023-12-05T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-12-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1763333, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-11-29 00:00:00", "closed": "2023-12-07 00:00:00", "received": "2023-11-11 14:06:00", "resolved": null, "escalated": null, "first_reminder": "2023-12-06 00:00:00" }, "imported_at": "2026-04-13T21:58:42.404640", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1826", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 1826 } } }, { "model": "complaints.complaint", "pk": "91120f5e-2b6f-4ae6-a3f7-5e119cc7ace5", "fields": { "created_at": "2025-09-27T18:30:00Z", "updated_at": "2026-04-13T19:02:50.692Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4966", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": ".....\nI faced many difficulties due to the employee's lack of familiarity with work procedures, which caused a delay of two and a half hours. Although I clearly explained my unwillingness to transfer to an external pharmacy, he insisted on the transfer without a clear justification. The insurance response and the application were clear, but the employee did not follow the correct procedures, indicating negligence in performing his duties.", "description": ".....\nI faced many difficulties due to the employee's lack of familiarity with work procedures, which caused a delay of two and a half hours. Although I clearly explained my unwillingness to transfer to an external pharmacy, he insisted on the transfer without a clear justification. The insurance response and the application were clear, but the employee did not follow the correct procedures, indicating negligence in performing his duties.\n\n[Arabic]:\nواجهت العديد من الصعوبات نتيجة لعدم دراية الموظف بإجراءات العمل، مما تسبب في تأخير دام ساعتين ونصف وعلى الرغم من أنني أوضحت له بشكل صريح عدم رغبتي في التحويل إلى صيدلية خارجية، إلا أنه أصر على التحويل دون مبرر واضح وكانت رد التأمين واضحة وكذلك الطلب المقدم، لكن الموظف لم يتبع الإجراءات الصحيحة المعتمدة، مما يدل على وجود تقصير في أداء المهام", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-29T18:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-27T18:30:00Z", "explanation_received_at": "2025-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4966, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "9134a137-3f24-444b-b781-e555096f87fa", "fields": { "created_at": "2023-07-06T08:15:00Z", "updated_at": "2026-04-13T18:57:58.939Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1410", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The consultation fee was paid even though the 14-day follow-up period has not ended and the last visit was four days ago.", "description": "The consultation fee was paid even though the 14-day follow-up period has not ended and the last visit was four days ago.\n\n[Arabic]:\nتم دفع مبلغ كشفيه رغم ان لم تنتهي مدة المتابعة 14 يوم و اخر زيارة كانت قبل اربع ايام .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-05T21:00:00Z", "due_at": "2023-07-08T08:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-05T21:00:00Z", "explanation_received_at": "2023-07-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30274823, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-07-06 00:00:00", "closed": null, "received": "2023-07-06 11:15:00", "resolved": "2023-07-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.936605", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1410", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1410 } } }, { "model": "complaints.complaint", "pk": "91478a8a-481a-4dce-bd69-c19271c4ed26", "fields": { "created_at": "2023-01-23T11:49:00Z", "updated_at": "2026-04-13T18:56:56.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0784", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of knowledge of procedures, negligence at work, and shortage of staff. There are only two foreign nurses, a Sudanese female doctor, and a Saudi employee. Everyone works with complete indifference that has nothing to do with the concept of an emergency. In addition, the reception staff are not familiar with the procedures.\nAlthough I explained to them the approved and agreed-upon process set by the clinic doctor, there is also a lack of cleanliness and the noticeable presence of flies and mo", "description": "Lack of knowledge of procedures, negligence at work, and shortage of staff. There are only two foreign nurses, a Sudanese female doctor, and a Saudi employee. Everyone works with complete indifference that has nothing to do with the concept of an emergency. In addition, the reception staff are not familiar with the procedures.\nAlthough I explained to them the approved and agreed-upon process set by the clinic doctor, there is also a lack of cleanliness and the noticeable presence of flies and mosquitoes\n\n[Arabic]:\nجهل بالإجراءات وتخاذل في العمل وقلة الطاقم، لا يوجد سوى ممرضتين أجنبيتين وطبيبة سودانية وموظف سعودي، والجميع يعمل ببرود تام لا يمت لمعنى طوارئ بصلة، بالإضافة إلى أن الموجودين بالاستقبال ليس لديهم إلمام بالإجراءات.\nمع العلم أني وضحت لهم الآلية المتبعة والمتفق عليها من قبل طبيب العيادة، بالإضافة إلى قلة النظافة وتواجد ذباب وناموس بشكل ملحوظ.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-21T21:00:00Z", "due_at": "2023-01-25T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-21T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-22T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30163120, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.2.Environment", "classification": "3.2.1.Poor environment" }, "timeline": { "sent": "2023-01-22 00:00:00", "closed": "2023-01-23 00:00:00", "received": "2023-01-23 14:49:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:56.327821", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0784", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 784 } } }, { "model": "complaints.complaint", "pk": "91984aa3-bf5b-46fa-8f48-02814908430d", "fields": { "created_at": "2023-03-25T20:57:00Z", "updated_at": "2026-04-13T18:57:19.333Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AMANI", "expected_result": "", "reference_number": "CMP-2023-03-1101", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was admitted to the long-stay ward under the name of Dr. Walid Al-Deeb. The doctor submitted a request to the insurance to extend the treatment, and they were informed in the report that the patient’s condition was stable, which led to the insurance refusing the extension. When the insurance approval expired on March 15, 2023, the doctor came and assessed the patient’s condition and informed them that his condition was stable and he could leave. However, the patient was not discharged ", "description": "My father was admitted to the long-stay ward under the name of Dr. Walid Al-Deeb. The doctor submitted a request to the insurance to extend the treatment, and they were informed in the report that the patient’s condition was stable, which led to the insurance refusing the extension. When the insurance approval expired on March 15, 2023, the doctor came and assessed the patient’s condition and informed them that his condition was stable and he could leave. However, the patient was not discharged until two days later on March 18, 2023, knowing that the insurance had not approved the extension of the previous two days.\n\n\n[Arabic]:\nتم تنويم والدي في قسم طويلي الاقامة تحت اسم الدكتور وليد الديب حيث ان الطبيب رفع طلب للتامين بتمديد العلاج وتم افادتهم بالتقرير بان حالة المريض مستقره مما ادى الى رفض التامين للتمديد ، وعند انتهاء موافقة التامين بتاريخ 15 مارس 2023م تم حضور الطبيب وتقييم حالة المريض وابلاغهم بان حالته مستقره وبامكانه الخروج ، ولكن لم يتم كتابة الخروج للمريض الا بعد يومين بتاريخ 18 مارس 2023م مع العلم ان التامين لم يتم الموافقه على تمديد اليومين السابقين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 48, "main_section": 1, "subsection": 40, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-26T21:00:00Z", "due_at": "2023-03-27T20:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-26T21:00:00Z", "explanation_received_at": "2023-03-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30120154, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-03-27 00:00:00", "closed": null, "received": "2023-03-25 23:57:00", "resolved": "2023-03-28 00:00:00", "escalated": null, "first_reminder": "2023-03-27 00:00:00" }, "imported_at": "2026-04-13T21:57:19.322640", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1101", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة مرضى طويلي الإقامة", "main": "الطبي" }, "original_complaint_num": 1101 } } }, { "model": "complaints.complaint", "pk": "91a8282b-4b88-42a9-9d91-56b2a56ee9d8", "fields": { "created_at": "2023-04-13T08:45:00Z", "updated_at": "2026-04-13T18:57:29.216Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1162", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attempted to communicate, but there was no response or engagement, and I would like to reach out again.", "description": "I attempted to communicate, but there was no response or engagement, and I would like to reach out again.\n\n[Arabic]:\nتم التواصل ولم يتم الرد والتجاوب ويرغب بالتواصل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-12T21:00:00Z", "due_at": "2023-04-15T08:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-12T21:00:00Z", "explanation_received_at": "2023-04-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1295664, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.9.Inadequate call center service" }, "timeline": { "sent": "2023-04-13 00:00:00", "closed": null, "received": "2023-04-13 11:45:00", "resolved": "2023-04-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.204557", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1162", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1162 } } }, { "model": "complaints.complaint", "pk": "91c10db0-0ac7-48ff-85fe-1d7fff1889a0", "fields": { "created_at": "2023-03-19T12:16:00Z", "updated_at": "2026-04-13T18:57:18.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "FATEMA", "expected_result": "", "reference_number": "CMP-2023-03-1034", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the emergency department on March 18, 2023, suffering from abdominal pain. I was examined and the necessary tests were done by Dr. Rawan, and I was given a fever reducer even though I did not have a fever. The doctor left, and another doctor took over my case and informed me of the test results that I had a kidney stone, but the X-ray did not show the presence of a kidney stone. She told me that its size was large, based on what Dr. Rawan said, and that I should go to the urologist. I ", "description": "I came to the emergency department on March 18, 2023, suffering from abdominal pain. I was examined and the necessary tests were done by Dr. Rawan, and I was given a fever reducer even though I did not have a fever. The doctor left, and another doctor took over my case and informed me of the test results that I had a kidney stone, but the X-ray did not show the presence of a kidney stone. She told me that its size was large, based on what Dr. Rawan said, and that I should go to the urologist. I was given medications by the emergency department and went to Dr. Thomas's clinic. He examined me and informed me that there was no kidney stone and that there was no need to take all the medications prescribed by the emergency department.\n\n\n[Arabic]:\nتم الحضور الى قسم الطوارئ بتاريخ 18 مارس 2023م اعاني من الام في البطن تم الفحص علي وعمل الفحوصات اللازمة من قبل الطبيبة روان وتم اعطائي خافض الحراره رغم انني لا اعاني من ارتفاع في الحراره تم مغادرة الطبيبة واستلمت حالتي طبيبة اخرى وابلغتني بنتائج الفحوصات انني اعاني من حصوة كلى ولم يظهر بالاشعة بوجود حصوة كلى و وابلغتني انه حجمها كبير وذلك بناء على كلام الطبيبة روان و يجب الذهاب للاستشاري المسالك البولية تم اعطائي ادوية من قبل الطوارئ وتوجهت الى عيادة الطبيب توماس تم الكشف علي و ابلغني بعدم وجود حصوة للكلى و لا داعي لاخذ جميع الادوية المكتوبه من قسم الطوارئ . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-22T21:00:00Z", "due_at": "2023-03-21T12:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-24T21:00:00Z", "second_reminder_sent_at": "2023-03-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-22T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247204, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-03-23 00:00:00", "closed": null, "received": "2023-03-19 15:16:00", "resolved": "2023-04-17 00:00:00", "escalated": null, "first_reminder": "2023-03-25 00:00:00" }, "imported_at": "2026-04-13T21:57:18.323461", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1034", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1034 } } }, { "model": "complaints.complaint", "pk": "91e540be-3f60-4059-b9e9-c37562b91cbb", "fields": { "created_at": "2023-11-22T17:01:00Z", "updated_at": "2026-04-13T18:58:44.759Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1877", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was given NORMAL SALINE 0.9% solution with the antibiotic. It was noted that the solution had an expiry date of 24 hours. After the expiry date, it was not taken. We went back to the employee, and he informed us that there was no problem with using it. After requesting a change, the solution was changed, but the note written on it was changed to be good for use for 14 days. We await your clarification on what was mentioned by the patient.", "description": "I was given NORMAL SALINE 0.9% solution with the antibiotic. It was noted that the solution had an expiry date of 24 hours. After the expiry date, it was not taken. We went back to the employee, and he informed us that there was no problem with using it. After requesting a change, the solution was changed, but the note written on it was changed to be good for use for 14 days. We await your clarification on what was mentioned by the patient.\n\n[Arabic]:\nتم اعطائي محلول NORMAL SALINE 0.9% مع المضاد الحيوي وتم ملاحظة ماهو مكتوب على المحلول ان مدة انتهاء صلاحيته 24 ساعه وبعد انتهاء الوقت لم يتم اخذه تم الرجوع للموظف وتم ابلاغنا من قبله انه لا مانع من استخدامه وبعد طلب التغير تم تغير المحلول ولكن تم تغير الملاحظة المكتوبه عليه الى صالح الاستخدام لمدة 14 يوم بانتظار توضيحكم على ماتم ذكره من قبل المريضه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-21T21:00:00Z", "due_at": "2023-11-24T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-21T21:00:00Z", "explanation_received_at": "2023-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300545, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-22 00:00:00", "closed": null, "received": "2023-11-22 20:01:00", "resolved": "2023-11-25 00:00:00", "escalated": null, "first_reminder": "2023-11-23 00:00:00" }, "imported_at": "2026-04-13T21:58:44.755542", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1877", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1877 } } }, { "model": "complaints.complaint", "pk": "92061db8-adc7-45c7-94bd-8d72c6600b5b", "fields": { "created_at": "2023-04-27T11:29:00Z", "updated_at": "2026-04-13T18:57:30.474Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Osama Alrhaili", "expected_result": "", "reference_number": "CMP-2023-04-1187", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended my appointment on April 27, 2023, where I was delayed for more than half an hour without any notification regarding the reason for the delay. I was unable to wait for a long time due to my back pain, for which I came for treatment, which led to my frustration and the cancellation of the consultation.", "description": "I attended my appointment on April 27, 2023, where I was delayed for more than half an hour without any notification regarding the reason for the delay. I was unable to wait for a long time due to my back pain, for which I came for treatment, which led to my frustration and the cancellation of the consultation.\n\n[Arabic]:\nتم الحضور لموعدي بتاريخ 27 ابريل 2023م حيث تم التأخرعن دخولي الموعد لأكثر من نصف ساعة، دون أي تبليغ عن سبب التاخير مع العلم عدم القدرة على الانتظار لوقت طويل وذلك لالم الظهر الذي أتيت لعلاجه مما ادى الى استيائي والغاء الكشف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 194, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-29T21:00:00Z", "due_at": "2023-04-29T11:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-02T21:00:00Z", "second_reminder_sent_at": "2023-05-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30009507, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-04-30 00:00:00", "closed": "2023-05-06 00:00:00", "received": "2023-04-27 14:29:00", "resolved": null, "escalated": null, "first_reminder": "2023-05-03 00:00:00" }, "imported_at": "2026-04-13T21:57:30.471682", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1187", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العمود الفقري", "main": "الطبي" }, "original_complaint_num": 1187 } } }, { "model": "complaints.complaint", "pk": "9208006e-abe7-4bff-802f-6f1114414ad4", "fields": { "created_at": "2022-09-07T08:47:00Z", "updated_at": "2026-04-13T18:56:05.603Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ORWA MOHAMED HAMICH ", "expected_result": "", "reference_number": "CMP-2022-09-0083", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "cca45344-a7cd-4564-9243-1385444a2f84", "title": "I was admitted to the emergency department and I was not fully served. There was a delay in the patient procedures and I waited a long time for the doctor to come, and he did not come until I was leaving. He did not explain my condition. He gave me the option of leaving only or being admitted. I told him that the needle was exposed when the IV was inserted. He told me that there was no problem with that and he left.", "description": "I was admitted to the emergency department and I was not fully served. There was a delay in the patient procedures and I waited a long time for the doctor to come, and he did not come until I was leaving. He did not explain my condition. He gave me the option of leaving only or being admitted. I told him that the needle was exposed when the IV was inserted. He told me that there was no problem with that and he left.\n\n[Arabic]:\nتم دخول قسم الطوارئ ولم يتم خدمتي بشكل كامل هناك تأخير في اجراءات المريض وتم الانتظار لمدة طويلة لحضور الدكتور ولم يتم حضوره الا وقت خروجي ولم يتم توضيح من قبله عن حالتي قام بااعطائي خيار الخروج فقط او التنويم وتم اخباري له بأن الابره مكشوفه وقت وضع المغذي اخبرني بعدم وجود اشكالية في ذلك وقام بالخروج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-09T21:00:00Z", "due_at": "2022-09-09T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-09T21:00:00Z", "explanation_received_at": "2022-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30136674, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-10 00:00:00", "closed": null, "received": "2022-09-07 11:47:00", "resolved": "2022-09-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.594635", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0083", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 83 } } }, { "model": "complaints.complaint", "pk": "921d68a8-0048-4035-ab66-1a369c6e5775", "fields": { "created_at": "2023-11-12T08:05:00Z", "updated_at": "2026-04-13T18:58:42.739Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1834", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No insurance application was submitted by the department.", "description": "No insurance application was submitted by the department.\n\n[Arabic]:\nلم يتم رفع طلب للتأمين من قبل القسم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-11T21:00:00Z", "due_at": "2023-11-14T08:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-11T21:00:00Z", "explanation_received_at": "2023-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201729, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-12 00:00:00", "closed": null, "received": "2023-11-12 11:05:00", "resolved": "2023-11-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.731807", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1834", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1834 } } }, { "model": "complaints.complaint", "pk": "928a0026-7da0-4993-8014-8285fb3bcb37", "fields": { "created_at": "2022-11-08T17:20:00Z", "updated_at": "2026-04-13T18:56:31.109Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0509", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 7NOV 2022 i went to the clinic 20 to take a ferinject . when my hand swelling i told the nurse but she did not do anything . ", "description": "On 7NOV 2022 i went to the clinic 20 to take a ferinject . when my hand swelling i told the nurse but she did not do anything . \n\n[Arabic]:\nفي 7 نوفمبر 2022، ذهبت إلى العيادة لأخذ حقنة فيرينكت. عندما بدأت يدي بالتورم، أخبرت الممرضة لكنها لم تفعل شيئًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-07T21:00:00Z", "due_at": "2022-11-10T17:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-11T21:00:00Z", "second_reminder_sent_at": "2022-11-12T21:00:00Z", "escalated_at": "2022-11-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-07T21:00:00Z", "explanation_received_at": "2022-11-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1804108, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-08 00:00:00", "closed": null, "received": "2022-11-08 20:20:00", "resolved": "2022-11-17 00:00:00", "escalated": "2022-11-16 00:00:00", "first_reminder": "2022-11-12 00:00:00" }, "imported_at": "2026-04-13T21:56:31.106390", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0509", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 509 } } }, { "model": "complaints.complaint", "pk": "92ab64e9-738b-434a-a929-bca556967f19", "fields": { "created_at": "2023-11-26T07:19:00Z", "updated_at": "2026-04-13T18:58:44.977Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1888", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A mom called nursery 3 times but no one respond till the baby’s father attended to nursery and asked a nurse to come to take the baby back by himself, and after the nurse came to the room, she raised her voice cursing the baby and his parents while pushing the baby`s bed violently.", "description": "A mom called nursery 3 times but no one respond till the baby’s father attended to nursery and asked a nurse to come to take the baby back by himself, and after the nurse came to the room, she raised her voice cursing the baby and his parents while pushing the baby`s bed violently.\n\n[Arabic]:\nاتصلت الأم بالحضانة ثلاث مرات لكن لم يرد أحد حتى ذهب والد الطفل إلى الحضانة وطلب من ممرضة أن تأتي لأخذ الطفل بنفسه، وبعد أن دخلت الممرضة إلى الغرفة، رفعت صوتها وهي تسبّ الطفل ووالديه بينما كانت تدفع سرير الطفل بعنف.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-25T21:00:00Z", "due_at": "2023-11-28T07:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-25T21:00:00Z", "explanation_received_at": "2023-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-11-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30302039, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-26 00:00:00", "closed": "2023-11-30 00:00:00", "received": "2023-11-26 10:19:00", "resolved": "2023-12-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.975624", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1888", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 1888 } } }, { "model": "complaints.complaint", "pk": "92ad414c-6135-43dd-9f65-def4bd8298b4", "fields": { "created_at": "2023-12-20T10:43:00Z", "updated_at": "2026-04-13T18:58:55.376Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1973", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing sick leave.", "description": "Delay in issuing sick leave.\n\n[Arabic]:\nتأخير في اصدار إجازة مرضية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T10:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2023-12-19T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293049, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": "2023-12-20 00:00:00", "received": "2023-12-20 13:43:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.368077", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1973", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1973 } } }, { "model": "complaints.complaint", "pk": "92cd66cf-0b9d-418e-bab6-06adf94f5777", "fields": { "created_at": "2024-12-14T11:28:00Z", "updated_at": "2026-04-13T19:01:01.048Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3351-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was at 8:50 and I was told that the doctor was not there when I arrived, although I was later informed that the doctor's clinic ends at 9:25. I inquired with the reception about the reason for the doctor's absence and they stated that they did not know about it.", "description": "My appointment was at 8:50 and I was told that the doctor was not there when I arrived, although I was later informed that the doctor's clinic ends at 9:25. I inquired with the reception about the reason for the doctor's absence and they stated that they did not know about it.\n\n[Arabic]:\nموعدي الساعه 8:50 وتم اخباري بعدم وجود الطبيب وقت حضوري علما انه تم ابلاغي لاحقا ان عيادة الطبيب تنتهي الساعه 9:25 تم الاستفسار من قبل الاستقبال عن سبب عدم تواجد الطبيب وتمت الافاده بعدم علمهم بذلك .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-13T21:00:00Z", "due_at": "2024-12-16T11:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-15T21:00:00Z", "second_reminder_sent_at": "2024-12-15T21:00:00Z", "escalated_at": "2024-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-13T21:00:00Z", "explanation_received_at": "2024-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30354899, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-14 00:00:00", "closed": null, "received": "2024-12-14 14:28:00", "resolved": "2024-12-17 00:00:00", "escalated": "2024-12-17 00:00:00", "first_reminder": "2024-12-16 00:00:00" }, "imported_at": "2026-04-13T22:01:01.044711", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3351-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3351 } } }, { "model": "complaints.complaint", "pk": "933ba912-8b62-4696-98b2-dea2f2abc167", "fields": { "created_at": "2025-12-04T11:22:00Z", "updated_at": "2026-04-13T19:03:23.834Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5409", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child’s father states that he wants to refund the amount of 31,000 SAR, as he claims that the procedure performed was not the one required.", "description": "The child’s father states that he wants to refund the amount of 31,000 SAR, as he claims that the procedure performed was not the one required.\n\n[Arabic]:\nيفيد والد الطفله بانه يريد استرداد مبلغ31 الف نظرا لانها ليست العمليه المطلوبه حسب إفادته ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-06T11:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-04T11:22:00Z", "explanation_received_at": "2025-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5409, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "93526f5e-5fa2-4ef5-b797-4b0fb7aef549", "fields": { "created_at": "2024-01-28T17:48:00Z", "updated_at": "2026-04-13T18:59:09.263Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2137", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not appear on the system.", "description": "vaccination not appear on the system.\n\n[Arabic]:\nلم يظهر التطعيم في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-27T21:00:00Z", "due_at": "2024-01-30T17:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-27T21:00:00Z", "explanation_received_at": "2024-01-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-28T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293609, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-01-28 00:00:00", "closed": null, "received": "2024-01-28 20:48:00", "resolved": "2024-01-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.258234", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2137", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2137 } } }, { "model": "complaints.complaint", "pk": "9375e847-6686-4825-9a43-5193a6b3cff1", "fields": { "created_at": "2023-12-21T17:09:00Z", "updated_at": "2026-04-13T18:58:55.817Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "10524-MOHAMMED MAHMOUD ABDELWAHED ", "expected_result": "", "reference_number": "CMP-2023-12-1983", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "TIRZEPATIDE (MOUNJARO) 12.5MG was prescribed for four months, but after the pharmacist contacted the doctor, the prescription was changed to one month.", "description": "TIRZEPATIDE (MOUNJARO) 12.5MG was prescribed for four months, but after the pharmacist contacted the doctor, the prescription was changed to one month.\n\n[Arabic]:\nتم صرف TIRZEPATIDE (MOUNJARO) 12.5MG لمدة اربع اشهر وبعد تواصل الصيدلاني مع الدكتور تم تغير الوصه لشهر واحد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-20T21:00:00Z", "due_at": "2023-12-23T17:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-20T21:00:00Z", "second_reminder_sent_at": "2023-12-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-20T21:00:00Z", "explanation_received_at": "2023-12-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30306265, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2023-12-21 00:00:00", "closed": null, "received": "2023-12-21 20:09:00", "resolved": "2023-12-23 00:00:00", "escalated": null, "first_reminder": "2023-12-21 00:00:00" }, "imported_at": "2026-04-13T21:58:55.808208", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1983", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1983 } } }, { "model": "complaints.complaint", "pk": "9376448c-06e6-4d5b-ab84-5f13d148a451", "fields": { "created_at": "2024-10-22T12:16:00Z", "updated_at": "2026-04-13T19:00:39.025Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16465-Dr TAGELDIN AHMED MAHMOUD", "expected_result": "", "reference_number": "CMP-2024-10-3067", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Issuing a death certificate for a natural death, and when a detailed report is requested for the death certificate, it is stated that the child was suffering from problems, and the report is different from the death certificate, and when the burial procedures are completed, the civil registry records the cause of death as unknown.", "description": "Issuing a death certificate for a natural death, and when a detailed report is requested for the death certificate, it is stated that the child was suffering from problems, and the report is different from the death certificate, and when the burial procedures are completed, the civil registry records the cause of death as unknown.\n\n[Arabic]:\nاصدار شهادة وفاة بوفاة طبيعية وعند طلب تقرير مفصل لشهادة الوفاة موضح بإن الطفل كان يعاني من مشاكل والتقرير مختلف عن شهادة الوفاة وعند اكال اجراءات الدفن مذكور لدى الاحوال سبب وفاة غير معروف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-21T21:00:00Z", "due_at": "2024-10-24T12:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-21T21:00:00Z", "explanation_received_at": "2024-10-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-22T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30341776, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-10-22 00:00:00", "closed": null, "received": "2024-10-22 15:16:00", "resolved": "2024-10-23 00:00:00", "escalated": null, "first_reminder": "2024-10-22 00:00:00" }, "imported_at": "2026-04-13T22:00:39.022147", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3067", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 3067 } } }, { "model": "complaints.complaint", "pk": "9377d92a-c107-46e9-8a35-31daf2b2cbf8", "fields": { "created_at": "2024-09-26T18:52:00Z", "updated_at": "2026-04-13T19:00:28.999Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2964", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had two bad experiences with the nursing there , first I was calling on anyone after surgery cause I was cold and there was no response the nurse who came turned on the heater and when it fell she just walked away though I was calling then another nurse whom I told the IV needle was hurting me she pushed forward harshly and led to me being in pain and when I called a relative to come take care of me and stay the nurse said something like “ you are not a baby only babies need someone to stay wi", "description": "I had two bad experiences with the nursing there , first I was calling on anyone after surgery cause I was cold and there was no response the nurse who came turned on the heater and when it fell she just walked away though I was calling then another nurse whom I told the IV needle was hurting me she pushed forward harshly and led to me being in pain and when I called a relative to come take care of me and stay the nurse said something like “ you are not a baby only babies need someone to stay with them”I was also rushed so quickly to wear my clothes and leave short tim after the procedure.. I paid money to get high quality and professional service I did not find that in this situation …. \n\n[Arabic]:\nمررت بتجربتين سيئتين مع التمريض هناك. أولاً، كنت أنادي على أحد بعد العملية لأني كنت أشعر بالبرد ولم أتلقَ أي رد. الممرضة التي حضرت شغّلت المدفأة، وعندما تعطلت انصرفت رغم أنني كنت أنادي. ثم ممرضة أخرى أخبرتها أن إبرة المحلول الوريدي تؤلمني، فدفعتني بقوة مما زاد ألمي. وعندما طلبت من أحد أقاربي أن يأتي ليرعاني ويبقى معي، قالت الممرضة شيئًا من قبيل: \"أنتِ لستِ طفلة، الأطفال فقط هم من يحتاجون إلى من يبقى معهم\". كما تم إجباري على ارتداء ملابسي بسرعة كبيرة والمغادرة بعد العملية بفترة قصيرة. دفعت المال لأحصل على خدمة عالية الجودة واحترافية، ولم أجد ذلك في هذه الحالة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-27T21:00:00Z", "due_at": "2024-09-28T18:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-27T21:00:00Z", "explanation_received_at": "2024-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201101, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-09-28 00:00:00", "closed": null, "received": "2024-09-26 21:52:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.991986", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2964", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم الإفاقة", "main": "التمريض" }, "original_complaint_num": 2964 } } }, { "model": "complaints.complaint", "pk": "9387aae4-1301-4b74-b1dc-567fc9cea050", "fields": { "created_at": "2025-07-22T08:57:00Z", "updated_at": "2026-04-13T19:02:24.909Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عزة", "expected_result": "", "reference_number": "CMP-2025-07-4509", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that he entered for a medical consultation appointment and was asked to pay for a behavioral therapy session without explaining the reason or any other reason. The consultation time exceeded 10 minutes and this was not explained to the patient.", "description": "The patient reports that he entered for a medical consultation appointment and was asked to pay for a behavioral therapy session without explaining the reason or any other reason. The consultation time exceeded 10 minutes and this was not explained to the patient.\n\n[Arabic]:\nيفيد المراجع بان تم الدخول لموعد استشارة طبية وبعد الخروج تم طلب دفع رسوم جلسة علاج سلوكي دون توضيح\nسبب او مبرر بحجة تجاوز وقت الاستشارة المحدد وهو 10 دقائق ولم يتم توضيح ذلك للمريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-24T08:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-22T08:57:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4509, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "938fc3eb-7638-4726-9380-eaf1f1d2be01", "fields": { "created_at": "2022-10-09T13:19:00Z", "updated_at": "2026-04-13T18:56:18.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0359", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The medication is unavailable at the pharmacy.", "description": "The medication is unavailable at the pharmacy.\n\n[Arabic]:\nعدم توفر الدواء في الصيدلية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-08T21:00:00Z", "due_at": "2022-10-11T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-08T21:00:00Z", "explanation_received_at": "2022-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30070250, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2022-10-09 00:00:00", "closed": null, "received": "2022-10-09 16:19:00", "resolved": "2022-10-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.035625", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0359", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 359 } } }, { "model": "complaints.complaint", "pk": "93bdf876-ce28-4b6f-b0fe-ecb8f7330356", "fields": { "created_at": "2024-06-05T16:47:00Z", "updated_at": "2026-04-13T18:59:56.693Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2549", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital administration refused to process and submit a (Hajj vaccination exemption) through the Sehhaty platform.", "description": "The hospital administration refused to process and submit a (Hajj vaccination exemption) through the Sehhaty platform.\n\n[Arabic]:\nرفض ادارة المستشفى من رفع (اعفاء من لقاح الحج ) عبر منصة صحتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-04T21:00:00Z", "due_at": "2024-06-07T16:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-05T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-04T21:00:00Z", "explanation_received_at": "2024-06-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-06-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30327837, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-06-05 00:00:00", "closed": null, "received": "2024-06-05 19:47:00", "resolved": "2024-06-09 00:00:00", "escalated": null, "first_reminder": "2024-06-06 00:00:00" }, "imported_at": "2026-04-13T21:59:56.690522", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2549", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2549 } } }, { "model": "complaints.complaint", "pk": "93e75be3-24f5-4c06-9898-9294adc6092f", "fields": { "created_at": "2025-05-18T17:31:00Z", "updated_at": "2026-04-13T19:01:59.630Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التقارير الطبيه ", "expected_result": "", "reference_number": "CMP-2025-05-4183", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the (Physical Fitness) report electronically.\n\n\n\n\n", "description": "Delay in submitting the (Physical Fitness) report electronically.\n\n\n\n\n\n\n[Arabic]:\nتاخير رفع تقرير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-20T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-18T17:31:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4183, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "94031848-c893-4cc8-a737-024054446ae9", "fields": { "created_at": "2023-08-09T17:43:00Z", "updated_at": "2026-04-13T18:58:08.956Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1512", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing a complaint against Dr. Azza Bashir and employee Noura in the women's ward. Dr. Bashir refused to see patient Azza Al-Dossari at her scheduled appointment on August 6th without justification, and employee Noura refused to refer us to another doctor despite our waiting and the deterioration of our patient's health. I demand an immediate investigation into this unprofessional conduct, which suggests discrimination against us, and an inquiry into the reasons for the refusal to provide s", "description": "I am filing a complaint against Dr. Azza Bashir and employee Noura in the women's ward. Dr. Bashir refused to see patient Azza Al-Dossari at her scheduled appointment on August 6th without justification, and employee Noura refused to refer us to another doctor despite our waiting and the deterioration of our patient's health. I demand an immediate investigation into this unprofessional conduct, which suggests discrimination against us, and an inquiry into the reasons for the refusal to provide service despite the physical and psychological harm inflicted upon us.\n\n[Arabic]:\nأتقدم بشكوى ضد الدكتورة عزة بشير والموظفة نورة بقسم النساء، لرفض الطبيبة استقبال المريضة عزة الدوسري في موعدها المؤكد بتاريخ 6 أغسطس دون مبرر، ورفض الموظفة تحويلنا لطبيبة أخرى رغم الانتظار وتدهور حالة المريضة الصحية. أطالب بفتح تحقيق عاجل في هذا التصرف غير المهني الذي يوحي بالتمييز ضدنا، والوقوف على أسباب رفض الخدمة رغم الضرر الجسدي والنفسي الواقع علينا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-08T21:00:00Z", "due_at": "2023-08-11T17:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-08T21:00:00Z", "explanation_received_at": "2023-08-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30152492, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.1.Appointment scheduling refusal" }, "timeline": { "sent": "2023-08-09 00:00:00", "closed": null, "received": "2023-08-09 20:43:00", "resolved": "2023-08-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.952610", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1512", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1512 } } }, { "model": "complaints.complaint", "pk": "940626ae-ba8f-4cdd-a863-038eec729928", "fields": { "created_at": "2023-02-28T09:39:00Z", "updated_at": "2026-04-13T18:57:08.359Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0954", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have a leave request for accompanying family members dated 7-2 and 8-2, but it hasn't been issued.", "description": "I have a leave request for accompanying family members dated 7-2 and 8-2, but it hasn't been issued.\n\n[Arabic]:\nلدي اجازه مرافقه بتاريخ 7-2 و 8-2 ولم يتم صدورها", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-27T21:00:00Z", "due_at": "2023-03-02T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1485008, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-02-28 00:00:00", "closed": null, "received": "2023-02-28 12:39:00", "resolved": "2023-02-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.355980", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0954", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 954 } } }, { "model": "complaints.complaint", "pk": "9423b4c1-43d8-4a97-9c1d-4674c014adcc", "fields": { "created_at": "2025-08-25T08:16:00Z", "updated_at": "2026-04-13T19:02:36.864Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "احمد تركستاني -قسم الاسنان", "expected_result": "", "reference_number": "CMP-2025-08-4669", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My permanent teeth were delayed for six months by Dr. Ahmed. I was informed more than once that the delay was due to the factory, without providing any adequate solutions or explanations during this time.", "description": "My permanent teeth were delayed for six months by Dr. Ahmed. I was informed more than once that the delay was due to the factory, without providing any adequate solutions or explanations during this time.\n\n[Arabic]:\nتأخر تركيب الأسنان الدائمة لمدة ستة أشهر من قِبل الدكتور أحمد ، حيث تم إبلاغي أكثر من مرة أن سبب التأخير يعود إلى المصنع، دون تقديم حلول أو توضيحات كافية طيلة هذه المدة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T08:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T08:16:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4669, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "9436b242-658e-47df-af21-b9c0ccdbef55", "fields": { "created_at": "2023-06-17T10:54:00Z", "updated_at": "2026-04-13T18:57:49.833Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1360", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient went to clinic 20 with the prescribed medicine (DIPHERELINE) P.R.11.25). The patient added that the nurse took about 2.5 ml out of 11.25 mg and throw the bottle in the trash. After that, the patient said that she informed the nurse about the remain solution in the bottle, however, surprisingly, the nurse took back the bottle from the trash, and tried to remove the lid off to take the remain solution ,she has behavior was unprofessional . And , that she was doing all of that while t", "description": "The patient went to clinic 20 with the prescribed medicine (DIPHERELINE) P.R.11.25). The patient added that the nurse took about 2.5 ml out of 11.25 mg and throw the bottle in the trash. After that, the patient said that she informed the nurse about the remain solution in the bottle, however, surprisingly, the nurse took back the bottle from the trash, and tried to remove the lid off to take the remain solution ,she has behavior was unprofessional . And , that she was doing all of that while the syringe was exposed . im asked the help from another professional nurse. \n\n[Arabic]:\nذهبت المريضة إلى العيادة 20 مع الدواء الموصوف (DIPHERELINE) P.R. 11.25. وأشارت المريضة إلى أن الممرضة أخذت حوالي 2.5 مل من 11.25 ملغ وألقت الزجاجة في سلة المهملات. بعد ذلك، قالت المريضة إنها أبلغت الممرضة عن المتبقي في الزجاجة، ومع ذلك، وبشكل مفاجئ، استرجعت الممرضة الزجاجة من القمامة وحاولت فتح الغطاء لأخذ المتبقي. تصرفها كان غير مهني، وكانت تفعل كل ذلك بينما كانت الحقنة مكشوفة. طلبت المساعدة من ممرضة محترفة أخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-18T21:00:00Z", "due_at": "2023-06-19T10:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-19T21:00:00Z", "second_reminder_sent_at": "2023-06-19T21:00:00Z", "escalated_at": "2024-06-12T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-06-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249324, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-06-19 00:00:00", "closed": null, "received": "2023-06-17 13:54:00", "resolved": null, "escalated": "2024-06-13 00:00:00", "first_reminder": "2023-06-20 00:00:00" }, "imported_at": "2026-04-13T21:57:49.830318", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1360", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 1360 } } }, { "model": "complaints.complaint", "pk": "94496649-dde1-44ed-b91e-6138b7b64dd8", "fields": { "created_at": "2025-05-13T11:33:00Z", "updated_at": "2026-04-13T19:01:58.772Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارى ", "expected_result": "", "reference_number": "CMP-2025-05-4155", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in attending to the case despite it being an emergency, and when the doctor arrived, the case was not diagnosed correctly.", "description": "Delay in attending to the case despite it being an emergency, and when the doctor arrived, the case was not diagnosed correctly.\n\n[Arabic]:\nتاخير مباشرة الحالة والحاله طارئه \nوعند حضور الطبيب لم يتم التشخيص بشكل صحيح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-15T11:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-13T11:33:00Z", "explanation_received_at": "2025-05-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4155, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "94505887-7281-4ba1-9944-8c9fd65da59c", "fields": { "created_at": "2025-07-03T12:40:00Z", "updated_at": "2026-04-13T19:02:22.177Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "مروى حسني", "expected_result": "", "reference_number": "CMP-2025-07-4413", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were not provided with clear and complete details about the health condition of the patient and the fetus. When we inquired and asked for clarification, we were not responded to appropriately. No one came to check on us or provide any clarification. We were not provided with any updates about the patient’s health condition.", "description": "We were not provided with clear and complete details about the health condition of the patient and the fetus. When we inquired and asked for clarification, we were not responded to appropriately. No one came to check on us or provide any clarification. We were not provided with any updates about the patient’s health condition.\n\n[Arabic]:\nلم يتم تزويدنا بتفاصيل واضحة وكاملة عن الحالة الصحية للمريضة والجنين وعند الاستفسار وطلب الايضاح لم يتم التجاوب معنا بشكل مناسب ولم يأت احد للتفقد او تقديم اي توضيح كما لم يتم تزويدنا بالمستجدات حول الحاله الصحية للمريضة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-05T12:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-03T12:40:00Z", "explanation_received_at": "2025-07-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4413, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "945cff1c-4e69-49d4-ae20-16ebb1a83bfc", "fields": { "created_at": "2023-11-15T08:54:00Z", "updated_at": "2026-04-13T18:58:43.675Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1855", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment at 11:10 and arrived at the clinic at 10:56. After waiting, a nurse arrived with another nurse and spoke to the doctor, telling him she had sent her nurse back. They went in to see the doctor while I waited. At 11:12, another doctor entered the clinic, and the nurse left. I went into the clinic and spoke with the doctor, who explained that there had been a consultation without offering any apology. If the doctor had apologized instead of justifying his actions, I wouldn't ha", "description": "I had an appointment at 11:10 and arrived at the clinic at 10:56. After waiting, a nurse arrived with another nurse and spoke to the doctor, telling him she had sent her nurse back. They went in to see the doctor while I waited. At 11:12, another doctor entered the clinic, and the nurse left. I went into the clinic and spoke with the doctor, who explained that there had been a consultation without offering any apology. If the doctor had apologized instead of justifying his actions, I wouldn't have complained, but his explanation was unacceptable, which made me leave the clinic. The patient was left waiting without any other patients in the clinic. If there was a problem, an apology is necessary.\n\n[Arabic]:\n لدي موعد الساعة ١١:١٠ وحظرت للعياده عند. الساعه ١٠:٥٦ وبعد جلوسي في الانتظار حظرت الممرضو برفقة ممرضة اخرى وتحدثت مع الدكتور انها اعادت له ممرضته ثم دخلوا عند الدكتور وانا انتظر وعد الساعة ١١:١٢ دخل طبيب اخر للعياده وخرجت الممرضه وقمت بالدخول للعيادة والتحدث مع الدكتور الذي برر ذلك انه كانت هناك استشاره بدون اي اعتذار ولو ان الدكتور بدلا من التبرير اعتذر لم اكن ارغب بالشكوى ولكن التبرير تصرف غير مقبول مما جعلني اغادر العياده . تم ترك المريض ينتظر بدون وجود مريض اخر داخل العياده وفي حال وجود خلل يجب الاعتذار", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-17T08:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-24T21:00:00Z", "second_reminder_sent_at": "2023-11-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30214274, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-15 11:54:00", "resolved": "2023-12-03 00:00:00", "escalated": null, "first_reminder": "2023-11-25 00:00:00" }, "imported_at": "2026-04-13T21:58:43.671469", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1855", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1855 } } }, { "model": "complaints.complaint", "pk": "949b57b6-5f67-42e1-a020-fe75261215b7", "fields": { "created_at": "2025-01-07T14:00:00Z", "updated_at": "2026-04-13T19:01:11.339Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3474", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in uploading the vacation on the Seha platform\n\n\n", "description": "Delay in uploading the vacation on the Seha platform\n\n\n\n\n[Arabic]:\nتاخير برفع الاجازة لدى المنصه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-09T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-07T14:00:00Z", "explanation_received_at": "2025-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3474, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "94ab5336-9dbe-4372-8db0-f90d5261490a", "fields": { "created_at": "2025-08-02T13:13:00Z", "updated_at": "2026-04-13T19:02:34.239Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-08-4560", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It was reported that the report had not been uploaded to the Absher platform (birth notification). Upon contacting the Ministry of Health's system, we were informed of a glitch.\n\nLater, we contacted the Ministry and were informed that there was no glitch, which caused the delay in transferring the child. We have no proof of this.", "description": "It was reported that the report had not been uploaded to the Absher platform (birth notification). Upon contacting the Ministry of Health's system, we were informed of a glitch.\n\nLater, we contacted the Ministry and were informed that there was no glitch, which caused the delay in transferring the child. We have no proof of this.\n\n[Arabic]:\nم التبليغ عن عدم رفع التقرير في منصة أبشر (تبليغ ولادة)، وعند التواصل مع نظام وزارة الصحة، تم الإفادة بوجود عطل.\n\nلاحقاً، تم التواصل مع الوزارة، وأُبلغنا بأنه لا يوجد أي عطل، مما تسبب في إشكالية أدت إلى هذا التأخير في نقل الطفل، ولا يوجد لدينا إثبات بذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-04T13:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-02T13:13:00Z", "explanation_received_at": "2025-08-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4560, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "94b9a92b-066b-469d-b739-c2a8f1e7b484", "fields": { "created_at": "2024-11-24T12:59:00Z", "updated_at": "2026-04-13T19:00:50.745Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3216", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in receiving the accompanying person's leave despite receiving the sick leave for the client.", "description": "Delay in receiving the accompanying person's leave despite receiving the sick leave for the client.\n\n[Arabic]:\nتاخير بااستلام اجازة المرافق رغم استلام الاجازة المرضية للمراجع . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T12:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1396563, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 15:59:00", "resolved": "2024-11-26 00:00:00", "escalated": null, "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.736675", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3216", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 3216 } } }, { "model": "complaints.complaint", "pk": "94ca7fc9-f886-4683-8df2-ae71171ad7a8", "fields": { "created_at": "2023-04-09T12:14:00Z", "updated_at": "2026-04-13T18:57:28.369Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1144", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The neglect of the nurses and their lack of responsiveness to me, along with the cleanliness issues in the bathroom and the room, are very concerning. I have many observations regarding the nurses, and I hope the hospital administration will pay attention to the patients and not ignore complaints.", "description": "The neglect of the nurses and their lack of responsiveness to me, along with the cleanliness issues in the bathroom and the room, are very concerning. I have many observations regarding the nurses, and I hope the hospital administration will pay attention to the patients and not ignore complaints.\n\n[Arabic]:\n إهمال الممرضات وعدم التجاوب معي وعدم نظافه الحمام و الغرفه الملاحظات على الممرضات جدا كثيره وأرجو من اداره المستشفى الاهتمام ب المرضى وعدم إهمال الشكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-09T21:00:00Z", "due_at": "2023-04-11T12:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 861932, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-10 00:00:00", "closed": "2023-05-11 00:00:00", "received": "2023-04-09 15:14:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.359035", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1144", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 1144 } } }, { "model": "complaints.complaint", "pk": "94eb754a-aa80-418c-829a-1b421d347695", "fields": { "created_at": "2022-12-26T18:00:00Z", "updated_at": "2026-04-13T18:56:45.971Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0722", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I arrived for my appointment on December 25th, I went to the dental clinic receptionist, and she checked my file and asked me to wait. After waiting for more than an hour, when I went to the same receptionist and explained to them that my appointment required more than 40 minutes, she told me that there was a problem with the insurance approval and that the data needed to be updated. I could not enter to see the doctor because he refused to see me for the same previous excuse that the worki", "description": "When I arrived for my appointment on December 25th, I went to the dental clinic receptionist, and she checked my file and asked me to wait. After waiting for more than an hour, when I went to the same receptionist and explained to them that my appointment required more than 40 minutes, she told me that there was a problem with the insurance approval and that the data needed to be updated. I could not enter to see the doctor because he refused to see me for the same previous excuse that the working hours were about to end and there was not enough time to complete the procedures, even though I arrived at 6:55 and the work ends at 8:00. I had to book another appointment, and the first visit fee was not refunded either.\n\n[Arabic]:\nعند حضوري على موعدي بتاريخ ٢٥ ديسمبر تم التوجه لموظفة استقبال عيادات الاسنان وتم التشيك على ملفي وطلبت مني الانتظار وبعد انتظار أكثر من ساعه وعند الذهاب لنفس موظفة الاستقبال وتوضيحي لهم بأن موعدي يتطلب أكثر من 40 دقيقه يتم اخباري من قبلها بأن هناك خلل في الموافقة للتأمين ويجب تحديث البيانات ولا يمكن الدخول للطبيب لرفضه استقبالي لنفس العذرالسابق بأن وقت العمل أوشك على النهاية ولا يوجد وقت كافي لعمل الاجراءات رغم حضوري الساعه 6:55 والعمل ينتهي 8:00 ويجب حجز موعد اخر ولم يتم استرجاع مبلغ الزياره الاولى ايضا .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-25T21:00:00Z", "due_at": "2022-12-28T18:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-25T21:00:00Z", "explanation_received_at": "2023-01-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30119064, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-12-26 00:00:00", "closed": null, "received": "2022-12-26 21:00:00", "resolved": "2023-01-12 00:00:00", "escalated": null, "first_reminder": "2023-01-03 00:00:00" }, "imported_at": "2026-04-13T21:56:45.964313", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0722", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 722 } } }, { "model": "complaints.complaint", "pk": "94f4ef3d-d84c-4d1e-9311-b9d60659623a", "fields": { "created_at": "2025-10-05T11:01:00Z", "updated_at": "2026-04-13T19:02:59.822Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5020", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Tuesday, August 19, 2025, I visited the healthcare provider for a follow-up on my pregnancy. The doctor recommended a series of tests, including a genetic analysis. When I went to the reception desk to pay my co-pay, I was informed that the co-pay was only SAR 40, without any explanation of the cost of the genetic analysis, which amounts to SAR 4,300.15. I was also not informed that this test is not covered by Bupa.\n\nI had been continuously monitoring my maternity and childbirth coverage limi", "description": "On Tuesday, August 19, 2025, I visited the healthcare provider for a follow-up on my pregnancy. The doctor recommended a series of tests, including a genetic analysis. When I went to the reception desk to pay my co-pay, I was informed that the co-pay was only SAR 40, without any explanation of the cost of the genetic analysis, which amounts to SAR 4,300.15. I was also not informed that this test is not covered by Bupa.\n\nI had been continuously monitoring my maternity and childbirth coverage limit through the Bupa app, and no deductions or deductions were shown at the time, which led me to believe the test was covered.\n\nHowever, just about a week ago, more than a month after the test, I was surprised to find that SAR 4,300.15 had been deducted from my maternity and childbirth coverage limit.\nWhen I contacted Bupa, I was informed that there was no coverage for the genetic analysis at all, and that the insurance company could not cover the costs of this test. I was also informed that the service provider had altered or submitted claims that were inconsistent with the actual analysis in order to collect the amount from the insurance company.\n\nI filed a complaint via Bupa's Medicare email on October 2, 2025, and I now wish to receive a refund for the amount unjustifiably deducted from the coverage limit, especially since the service was not covered by insurance in the first place, and I should have been informed of its actual cost before it was performed.\n\n[Arabic]:\nبتاريخ الثلاثاء 19/08/2025، تم زيارة مقدم الخدمة لمتابعة حالة الحمل، وأوصت الطبيبة بإجراء مجموعة من التحاليل، من ضمنها تحليل الجينات الوراثية. وعند التوجه إلى قسم الاستقبال لدفع نسبة التحمل، تم إبلاغي بأن نسبة التحمل تبلغ 40 ريالًا فقط، دون أي توضيح لقيمة تحليل الجينات الوراثية التي تبلغ 4,300.15 ريال، ولم يتم إعلامي بأن هذا التحليل غير مغطى من قبل شركة التأمين (بوبا).\n\nعلمًا بأنني كنت أتابع بشكل مستمر حد تغطية الحمل والولادة عبر تطبيق بوبا، ولم يظهر أي استنفاد أو خصم للمبلغ في حينه، مما جعلني أعتقد أن التحليل مشمول ضمن التغطية.\n\nولكن، قبل قرابة أسبوع فقط، وبعد مرور أكثر من شهر على إجراء التحليل، تفاجأت بأنه تم خصم مبلغ 4,300.15 ريال من حد تغطية الحمل والولادة.\nوعند تواصلي مع شركة التأمين (بوبا)، تم إفادتي بأنه لا يوجد أي تغطية لتحليل الجينات الوراثية من الأساس، وأنه لا يمكن لشركة التأمين تحمل تكاليف هذا التحليل. كما تم إبلاغي بأن مقدم الخدمة قام بتغيير أو رفع طلبات مغايرة للتحليل الحقيقي بهدف تحصيل المبلغ من التأمين.\n\nوقد قمت برفع شكوى عبر بريد بوبا الخاص بالرعاية الطبية بتاريخ 02/10/2025، وأرغب الآن باسترداد المبلغ الذي تم خصمه من حد التغطية بشكل غير مبرر، خاصة أن الخدمة ليست مشمولة بالتأمين من الأصل، وكان يفترض إعلامي بتكلفتها الفعلية قبل تنفيذها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-07T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-10-04T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-05T11:01:00Z", "explanation_received_at": "2025-10-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5020, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "94fc579b-f65b-4e26-8193-16ebca1abf05", "fields": { "created_at": "2025-07-23T11:05:00Z", "updated_at": "2026-04-13T19:02:25.306Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور جمال الدين ", "expected_result": "", "reference_number": "CMP-2025-07-4516", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reports a delay in the doctor's procedure.\"", "description": "\"The patient reports a delay in the doctor's procedure.\"\n\n[Arabic]:\nيفيد المريض بتأخر الطبيب اجراء العمليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-25T11:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-23T11:05:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4516, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "95055a66-597c-4ae1-82c7-8052ba34b1ac", "fields": { "created_at": "2022-12-13T12:33:00Z", "updated_at": "2026-04-13T18:56:43.721Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14768-HANA MOHAMED SONBOL ", "expected_result": "", "reference_number": "CMP-2022-12-0628", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 20, 2022, I was given an intravenous dose of Capron with an antibiotic by Dr. Hanaa, which led to blood clots in my right leg, and I was admitted to the intensive care unit.", "description": "On November 20, 2022, I was given an intravenous dose of Capron with an antibiotic by Dr. Hanaa, which led to blood clots in my right leg, and I was admitted to the intensive care unit.\n\n[Arabic]:\nبتاريخ 20 نوفمبر 2022م تم صرف لي جرعه كابرون وريدية مع مضاد من قبل الطبيبة هناء حيث ادت إلى جلطات في الرجل اليمنى وتم دخولي الى العناية المركزة. \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-12T21:00:00Z", "due_at": "2022-12-15T12:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-12T21:00:00Z", "explanation_received_at": "2022-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20179873, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-12-13 00:00:00", "closed": null, "received": "2022-12-13 15:33:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:43.710894", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0628", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 628 } } }, { "model": "complaints.complaint", "pk": "95315e0f-a5da-48c9-be5b-50de189ebde6", "fields": { "created_at": "2023-01-25T09:24:00Z", "updated_at": "2026-04-13T18:56:56.603Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0812", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted to Al Hammadi Hospital due to COVID-19. Because the insurance did not cover the case, the insurance company refused to reimburse us.\n\nWe were not informed by the department and were subsequently asked to pay fees.\n", "description": "The patient was admitted to Al Hammadi Hospital due to COVID-19. Because the insurance did not cover the case, the insurance company refused to reimburse us.\n\nWe were not informed by the department and were subsequently asked to pay fees.\n\n\n[Arabic]:\nتم تنويم المريضه في مستشفى الحمادي بسبب كرونا ولعدم تغطية التأمين للحالھ تم الرفض من قبل شركة التأمين\nحيث لم يتم ابلاغنا من قبل القسم وتم مطالبتنا بمبالغ مالية بعد ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-24T21:00:00Z", "due_at": "2023-01-27T09:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-24T21:00:00Z", "explanation_received_at": "2023-01-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1833680, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-01-25 00:00:00", "closed": null, "received": "2023-01-25 12:24:00", "resolved": "2023-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:56.600519", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0812", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 812 } } }, { "model": "complaints.complaint", "pk": "953599fc-b0be-47d5-9cad-bbdc4d31fdfb", "fields": { "created_at": "2023-10-18T12:49:00Z", "updated_at": "2026-04-13T18:58:31.571Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1730", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Marriage analysis has not yet been submitted", "description": "Marriage analysis has not yet been submitted\n\n[Arabic]:\nلم يتم رفع تحليل الزواج الى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-17T21:00:00Z", "due_at": "2023-10-20T12:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-17T21:00:00Z", "explanation_received_at": "2023-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205999, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Delays", "classification": ".Delayed test result" }, "timeline": { "sent": "2023-10-18 00:00:00", "closed": null, "received": "2023-10-18 15:49:00", "resolved": "2023-10-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.567908", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1730", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1730 } } }, { "model": "complaints.complaint", "pk": "953e0577-a25d-4740-a29e-c68d1d07a564", "fields": { "created_at": "2022-11-09T07:40:00Z", "updated_at": "2026-04-13T18:56:31.161Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MAJED ALTHUBAITI ", "expected_result": "", "reference_number": "CMP-2022-11-0512", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On June 18, 2022, I underwent an endoscopic procedure to remove a stone from my parotid gland at the ENT consultant, Dr. Majid Sayel Al-Thubaiti. When I recovered, he told me that there was no parotid gland stone. After three months, I referred the patient to King Khalid Hospital in Al-Kharj. After performing the necessary procedures, it is clear that he will not take your account into account.", "description": "On June 18, 2022, I underwent an endoscopic procedure to remove a stone from my parotid gland at the ENT consultant, Dr. Majid Sayel Al-Thubaiti. When I recovered, he told me that there was no parotid gland stone. After three months, I referred the patient to King Khalid Hospital in Al-Kharj. After performing the necessary procedures, it is clear that he will not take your account into account.\n\n[Arabic]:\nبتاريخ 18 يونيو 2022م اجريت لي عملية لاستخراج حصوه من الغده النكافية اليسرى بالمنظار عند استشاري الانف والاذن والحنجرة ماجد صايل الثبيتي وعندما افقت من العملية اخبرني الاستشاري بعدم وجود حصوة بالغدة النكافية وبعد ثلاثة اشهر رجع الالم وعند مراجعة مستشفى الملك خالد بالخرج وبعد عمل الاشعة المقطعية اتضح انه ما زالت الحصوة موجودة بموجب التقرير الطبي المرفق لكم. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-08T21:00:00Z", "due_at": "2022-11-11T07:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-08T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-12T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201873, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2022-11-09 00:00:00", "closed": "2022-12-13 00:00:00", "received": "2022-11-09 10:40:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.158427", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0512", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 512 } } }, { "model": "complaints.complaint", "pk": "9570192a-4a15-4144-88f9-4349f18fdcec", "fields": { "created_at": "2022-09-21T09:43:00Z", "updated_at": "2026-04-13T18:56:07.155Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-09-0228", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The cesarean section was performed by Dr. Fatah, and we were informed that my daughter experienced bleeding after birth, but the reasons were not explained by the doctor to the patient.", "description": "The cesarean section was performed by Dr. Fatah, and we were informed that my daughter experienced bleeding after birth, but the reasons were not explained by the doctor to the patient.\n\n[Arabic]:\nتم الولاده القيصريه من قبل الدكتورة فتاه وتم اخبارنا بحصول نزيف لابنتي بعد الولاده ولم يتم توضيح الاسباب من قبل الدكتورة للمريضه . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-18T21:00:00Z", "due_at": "2022-09-23T09:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-18T21:00:00Z", "explanation_received_at": "2022-09-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30186552, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-09-19 00:00:00", "closed": null, "received": "2022-09-21 12:43:00", "resolved": "2022-09-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.143750", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0228", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 228 } } }, { "model": "complaints.complaint", "pk": "9585ae57-2db5-485b-b494-bcbd47f1264b", "fields": { "created_at": "2025-09-07T00:47:00Z", "updated_at": "2026-04-13T19:02:47.000Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4752", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is an error in the report regarding the dates and some information.", "description": "There is an error in the report regarding the dates and some information.\n\n[Arabic]:\nخطاء في التقرير المقدم بالتواريخ وبعض المعلومات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-09T00:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-07T00:47:00Z", "explanation_received_at": "2025-09-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4752, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "96027f6e-740b-4386-82ba-2dbd4ecf8de4", "fields": { "created_at": "2023-08-28T12:41:00Z", "updated_at": "2026-04-13T18:58:10.492Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1558", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the triage officer in the emergency department at 11 PM, feeling extremely nauseous and faint. The triage officer told me there were no beds available. I told him it was no problem, that I should let the doctor examine me and prescribe a relief injection, as I couldn't stand or wait. The officer refused this suggestion, saying all he could do was check my vital signs. I told him my condition couldn't wait, and he agreed to return my ticket without the examination. Unfortunately, I foun", "description": "I went to the triage officer in the emergency department at 11 PM, feeling extremely nauseous and faint. The triage officer told me there were no beds available. I told him it was no problem, that I should let the doctor examine me and prescribe a relief injection, as I couldn't stand or wait. The officer refused this suggestion, saying all he could do was check my vital signs. I told him my condition couldn't wait, and he agreed to return my ticket without the examination. Unfortunately, I found him treating other patients much better. I left the hospital, and the person who treated me was a medical clinic, not the hospital.\n\n[Arabic]:\nتوجهت الي موظف الفرز لدى قسم الطوارئ في تمام الساعه 11 مساء وانا في حاله غثيان و إغماء بالغه الذروة وكان رد موظف الفرز بأنه لا يوجد سرير قلت له لا مشكلة دع الطبيب يفحصني ويوجه بأعطاء حقنه إغاثة فأنا غير قادر الوقوف او علي الانتظار، رفض الموظف هذا الاقتراح وقال لي كل اللي اقدر اسويه لك هو فحص الوظائف الحيوية قلت له حالتي الصحيه غير قادره الانتظار ووافق علي ارجاع التذكره دون الفحص وللأسف وجدته يعامل\nمرضي اخرين معامله طيبه ومختلفه ، وغادرت المستشفي والذي اسعفني هو مستوصف طبي وليس المستشفي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-04T21:00:00Z", "due_at": "2023-08-30T12:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-04T21:00:00Z", "explanation_received_at": "2023-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30042971, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2023-09-05 00:00:00", "closed": null, "received": "2023-08-28 15:41:00", "resolved": "2023-09-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.480158", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1558", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1558 } } }, { "model": "complaints.complaint", "pk": "961450da-b91c-4b2b-815c-9aefe28786eb", "fields": { "created_at": "2025-02-13T08:36:00Z", "updated_at": "2026-04-13T19:01:25.130Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3719", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a refusal to merge the two approvals for the knee surgeries from Al-Hamadi Hospital, and I am currently facing an issue with Al-Hamadi Hospital and the Bupa insurance company regarding a surgery for my knees. One approval has been granted for covering the cost of one knee surgery under request number 111793143, while the coverage for the second knee surgery was denied. An exception request was then submitted to the Zakat Authority, and approval was granted for the second surgery under r", "description": "There is a refusal to merge the two approvals for the knee surgeries from Al-Hamadi Hospital, and I am currently facing an issue with Al-Hamadi Hospital and the Bupa insurance company regarding a surgery for my knees. One approval has been granted for covering the cost of one knee surgery under request number 111793143, while the coverage for the second knee surgery was denied. An exception request was then submitted to the Zakat Authority, and approval was granted for the second surgery under request number 111140054.\n\nWhen I visited the hospital for further proceedings, the request for the surgery was rejected on the grounds that both approvals must be merged into a single request, and the cost for both surgeries should be determined together. However, Bupa Insurance refuses to merge the approvals, stating that it is not possible.\n\nCould you please investigate the complaint and provide feedback, as the surgery is scheduled for next Sunday, February 16th?\n\n[Arabic]:\nيوجد رفض لدمج الموافقتين لعملية الركبتين من مستشفى الحمادي حيث اني الان أواجه مشكلة مع مستشفى الحمادي وشركة التأمين بوبا بشأن إجراء عملية لركبتي تم الموافقة على تغطية عملية ركبة واحدة برقم الطلب 111793143 بينما تم رفض تغطية الركبة الثانية. ثم تم رفع طلب استثناء من هيئة الزكاة، وتمت الموافقة على العملية الثانية برقم الطلب 111140054\nوعند مراجعة المستشفى تم رفض طلب إجراء العملية بحجة ضرورة دمج الموافقتين في طلب واحد، وتحديد تكلفة العمليتين معا، وهو ما ترفضه شركة بوبا، حيث تقول إنه لا يمكن دمج الموافقتين\nان امكن التحقيق بالشكوى والافادة حيث أن موعد العملية محدد ليوم الأحد المقبل 16 فبراير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-15T08:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-13T08:36:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3719, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "9616f7bf-d301-49a5-af89-f10e41d847ba", "fields": { "created_at": "2025-09-23T15:10:00Z", "updated_at": "2026-04-13T19:02:49.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17657-MUGTABA ADAM MOHAMMED AHMED SALIH", "expected_result": "", "reference_number": "CMP-2025-09-4932", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to submit a complaint regarding my bad experience in the Emergency Department. I was forced to undergo an X-ray even though I had one two days prior. The doctor was diligent but handled me inappropriately, and lacked the necessary expertise in applying a splint to the wrist, which led to the splint falling off my hand after I left. I demand a refund of the amount deducted for yesterday's visit, as I did not benefit from the visit, and I hope necessary measures are taken to improve t", "description": "I would like to submit a complaint regarding my bad experience in the Emergency Department. I was forced to undergo an X-ray even though I had one two days prior. The doctor was diligent but handled me inappropriately, and lacked the necessary expertise in applying a splint to the wrist, which led to the splint falling off my hand after I left. I demand a refund of the amount deducted for yesterday's visit, as I did not benefit from the visit, and I hope necessary measures are taken to improve the service provided to patients.\n\n[Arabic]:\nأود تقديم شكوى بخصوص تجربتي السيئة في قسم الطوارئ. حيث تم إجباري على إجراء أشعة رغم أنني أجريتها قبل يومين. كان الطبيب مجتهدًا لكنه تعامل معي بشكل غير لائق، ولم يكن لديه الخبرة اللازمة في عمل جبيرة للكف، مما أدى إلى سقوط الجبيرة من يدي بعد مغادرتي. أطالب بإعادة المبلغ المخصوم عن زيارة الأمس، حيث أنني لم أستفد من الزيارة، وأتمنى اتخاذ الإجراءات اللازمة لتحسين الخدمة المقدمة للمرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-25T15:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-23T15:10:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4932, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "961ffe5c-80a2-4155-b5b6-d6da2031a5ab", "fields": { "created_at": "2024-07-17T20:05:00Z", "updated_at": "2026-04-13T19:00:07.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2024-07-2711", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "On Tuesday, July 16th, my wife, Dr. Ahoud Mohamed Ismail, visited Dr. Mohamed Samir Al-Rahal from the Ear, Nose and Throat Department due to severe ear inflammation and pain. After the examination, he told her a statement that could be interpreted in more than one way: \"Don't sleep under the air conditioner, sleep on top of it.\"", "description": "On Tuesday, July 16th, my wife, Dr. Ahoud Mohamed Ismail, visited Dr. Mohamed Samir Al-Rahal from the Ear, Nose and Throat Department due to severe ear inflammation and pain. After the examination, he told her a statement that could be interpreted in more than one way: \"Don't sleep under the air conditioner, sleep on top of it.\"\n\n[Arabic]:\nانه في يوم الثلاثاء الموافق 16 يوليو قامت زوجتي الدكتورة عهود محمد اسماعيل بزيارة الدكتور محمد سمير\nالرحال من قسم انف واذن وحنجرة لالتهاب والم شديد بالاذن و بعد الكشف قال لها جملة تحتمل اكثر من معني و\nمقصد وهي متناميش تحت المكيف و نامي فوقه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-22T21:00:00Z", "due_at": "2024-07-19T20:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-22T21:00:00Z", "explanation_received_at": "2024-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30218114, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-07-23 00:00:00", "closed": null, "received": "2024-07-17 23:05:00", "resolved": "2024-08-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:07.030005", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2711", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2711 } } }, { "model": "complaints.complaint", "pk": "962b04de-c106-45ca-ad26-90f619646175", "fields": { "created_at": "2024-09-01T13:07:00Z", "updated_at": "2026-04-13T19:00:26.754Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2856", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital refuses to perform the operation because the insurance company did not fully approve the request, even though the insurance had fully approved the operation request, insurance approval with ticket number (C240821511831218)", "description": "The hospital refuses to perform the operation because the insurance company did not fully approve the request, even though the insurance had fully approved the operation request, insurance approval with ticket number (C240821511831218)\n\n[Arabic]:\nالمستشفى يرفض ان تتم العملية بسبب عدم موافقة شركة التأمين على الطلب بشكل كلي علما ان التأمين وافق على طلب العملية كليا، موافقة التأمين برقم التذكرة (C240821511831218)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-31T21:00:00Z", "due_at": "2024-09-03T13:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-31T21:00:00Z", "explanation_received_at": "2024-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20140559, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-09-01 00:00:00", "closed": null, "received": "2024-09-01 16:07:00", "resolved": "2024-09-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:26.751704", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2856", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2856 } } }, { "model": "complaints.complaint", "pk": "96316faf-3166-447d-992f-ca4868a4be71", "fields": { "created_at": "2025-01-13T18:08:00Z", "updated_at": "2026-04-13T19:01:12.653Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.علاء خياط", "expected_result": "", "reference_number": "CMP-2025-01-3524", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor appointment scheduling for patients inside the clinic\n\n\n\n", "description": "Poor appointment scheduling for patients inside the clinic\n\n\n\n\n\n[Arabic]:\n سوء تنظيم المواعيد للمرضى داخل العياده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T18:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T18:08:00Z", "explanation_received_at": "2025-01-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3524, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "96337faf-7369-4c0b-b70a-8a7bc6f64450", "fields": { "created_at": "2024-04-20T07:13:00Z", "updated_at": "2026-04-13T18:59:37.198Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Yousef El Nemrawi", "expected_result": "", "reference_number": "CMP-2024-04-2378", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "I waited at the clinic for 20 minutes, knowing that the doctor was not with a patient inside the clinic but rather with other staff. I knocked on the door to confirm the doctor's presence, and upon entering, I was kicked out of the clinic.\n", "description": "I waited at the clinic for 20 minutes, knowing that the doctor was not with a patient inside the clinic but rather with other staff. I knocked on the door to confirm the doctor's presence, and upon entering, I was kicked out of the clinic.\n\n\n[Arabic]:\nالانتظار عند العيادة لمدة 20 دقيقه علماً بإن الدكتور لم يكن متواجد مع مريض داخل العيادة وكان مع موظفين اخرين وتم طرق الباب لتاكد من وجود الدكتور بالداخل وعند الدخول تم طردي من العيادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-19T21:00:00Z", "due_at": "2024-04-22T07:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-19T21:00:00Z", "explanation_received_at": "2024-05-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 971145, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-04-20 00:00:00", "closed": null, "received": "2024-04-20 10:13:00", "resolved": "2024-05-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.187637", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2378", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2378 } } }, { "model": "complaints.complaint", "pk": "96638ef5-c48e-4211-98de-8d1e17311e09", "fields": { "created_at": "2022-10-13T14:22:00Z", "updated_at": "2026-04-13T18:56:18.718Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.TENA SOHEL", "expected_result": "", "reference_number": "CMP-2022-10-0382", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Hepatitis tests were performed twice, but we were not informed of the suspected infection until after the birth. Due to this negligence, the children may have contracted the virus after birth.", "description": "Hepatitis tests were performed twice, but we were not informed of the suspected infection until after the birth. Due to this negligence, the children may have contracted the virus after birth.\n\n[Arabic]:\nتم عمل تحاليل للوباء الكبدي مرتين ولم يتم اخبارنا بوجود اشتباه الا بعد الولاده وبسبب هذا الاهمال ممكن ان يترتب اصابه الاطفال بعد الولاده", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-15T14:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30227199, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-13 17:22:00", "resolved": "2022-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.712019", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0382", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 382 } } }, { "model": "complaints.complaint", "pk": "967fc75c-3ca8-45b4-b554-a62dfde6b9d9", "fields": { "created_at": "2024-12-09T10:07:00Z", "updated_at": "2026-04-13T19:01:00.684Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14369-Dr AMIR MOHAMMED FARID GHONEIM", "expected_result": "", "reference_number": "CMP-2024-12-3319", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I went to the doctor for a check-up after completing the requested tests, and after the visit was over, I asked for sick leave. However, the doctor refused, saying, \"I won't give you sick leave,\" \"You don't want to work,\" and \"Don't waste my time.\" He also told me, in an unprofessional manner, to go and file a complaint. When I tried to explain that I was sick and needed the leave, he said, \"Don't come back here again.\" I urge you to take the necessary action, as I am sick and his treatment", "description": "When I went to the doctor for a check-up after completing the requested tests, and after the visit was over, I asked for sick leave. However, the doctor refused, saying, \"I won't give you sick leave,\" \"You don't want to work,\" and \"Don't waste my time.\" He also told me, in an unprofessional manner, to go and file a complaint. When I tried to explain that I was sick and needed the leave, he said, \"Don't come back here again.\" I urge you to take the necessary action, as I am sick and his treatment of me in this manner is unacceptable.\n\n[Arabic]:\nعندما حضرت عند الدكتور للمراجعة بعد ان قمت بعمل التحاليل التي طلبها وبعد اناهاء الزيارة طلبت اجازة\nمرضيه ولكن الدكتور رفض وقال:\" مش حديك اجازة\" وقال \"انتا مش عاوز تشتغل\" وقال \"ماتضيعش وقتي\" وقال\nبطريقة غير مهنية ان اذهب للشكوى لوعندما كنت احاول ان اشرح له اني مريض واحتاج للاجازة قال\"ماترجعش هنا ثاني\" ارجوا منكم اتخاذ اللازم فانا مريض ومعاملته لي بهذا الاسلوب غير مقبولة.. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-09T21:00:00Z", "due_at": "2024-12-11T10:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-09T21:00:00Z", "explanation_received_at": "2024-12-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-10T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280769, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Poor provider-patient communication" }, "timeline": { "sent": "2024-12-10 00:00:00", "closed": null, "received": "2024-12-09 13:07:00", "resolved": "2024-12-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:00.681983", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3319", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 3319 } } }, { "model": "complaints.complaint", "pk": "96aca600-dfe3-481a-ac1e-980341fde784", "fields": { "created_at": "2023-03-14T10:27:00Z", "updated_at": "2026-04-13T18:57:17.549Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1007", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complaint is as follows: 1- The scheduled surgery time was 2:00 PM, but we didn't enter the operating room until 4:15 PM. This caused a delay and my father's pain. Surprisingly, Dr. Saad was unaware of the delay and stated that the surgery was scheduled for 3:15 PM, apologizing for not being able to see us due to the delay. 2- The reception staff were not committed to their duties on the day of discharge, and we couldn't find anyone to assist us with the discharge process or to retrieve our ", "description": "The complaint is as follows: 1- The scheduled surgery time was 2:00 PM, but we didn't enter the operating room until 4:15 PM. This caused a delay and my father's pain. Surprisingly, Dr. Saad was unaware of the delay and stated that the surgery was scheduled for 3:15 PM, apologizing for not being able to see us due to the delay. 2- The reception staff were not committed to their duties on the day of discharge, and we couldn't find anyone to assist us with the discharge process or to retrieve our medication from the pharmacy. 3- When I inquired about the interview procedure, the Executive Director's employee, Mohammed Al-Hammadi, the secretary, was unresponsive.\nThe manager informed me that he was in a meeting. When I asked him when I could meet with him, he said I couldn't. I then asked when his meeting would end so I could meet with him, and he replied in a provocative and rude manner, \"The meeting never ends, there's always another meeting.\" Dr. Saad informed us that the price of the operation was 8500 riyals, so we paid that amount plus an additional 3000 riyals as a deposit. We were surprised upon leaving to find that the total amount exceeded 14,000 riyals.\n\n\n[Arabic]:\n الشكوى كالتالي: 1 -كان موعد الدخول للعملية الساعه 00:2 م ولم ندخل العملية الا الساعه 15:4 م مما ادى\nالتأخير وتألم الوالد من مرضه والاستغراب في الموضوع ان الدكتور سعد لم يعلم عن تأخير العملية وافاد ان\nالعملية كانت الساعه 15:3م واعتذر عن استقبالكم كونها تم تأخيرها 2 -عدم التزام موظفين الاستقبال في يوم\nالخروج في عملهم ولم نجد من ينجزنا في آلية الخروج وجلب العلاج من الصيدلية 3 -موظف المدير التنفيذي\nمحمد الحمادي السكرتير عند سؤالي عن آلية المقابلة للمدير افادني انه في اجتماع وعن سؤالي له متى استطيع\nمقابلته افادني لا تستطيع فسألته متى يخلص اجتماعه لاتمكن من مقابلته افادني وبطريقة مستفزه وغير\nمؤدبه(الاجتماع مايخلص على طول في اجتماع) 4-افادنا الدكتور سعد ان سعر العملية 8500 ريال فتم دفع المبلغ +\nمبلغ 3000 ريال اضافي كتأمين فنتفاجئ عند ااخروج ان المبلغ الاجمالي يفوق ال 14 الف.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 48, "main_section": 1, "subsection": 44, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-06T21:00:00Z", "due_at": "2023-03-16T10:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "لا اعلم", "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "1.3.Quality of Care", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-05-07 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2023-03-14 13:27:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.546733", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1007", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم العمليات", "main": "الطبي" }, "original_complaint_num": 1007 } } }, { "model": "complaints.complaint", "pk": "96b893c6-2495-49d2-bfa0-0ec1a663791f", "fields": { "created_at": "2025-12-28T11:05:00Z", "updated_at": "2026-04-13T19:03:25.513Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5532", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in responding to the patient's appointment booking, and when the appointment was booked, the service was not provided, and the patient encountered unprofessional behavior from the appointments staff member.", "description": "There was a delay in responding to the patient's appointment booking, and when the appointment was booked, the service was not provided, and the patient encountered unprofessional behavior from the appointments staff member.\n\n[Arabic]:\nتاخير في الرد على المريض لحجز الموعد وحين تم لم تقدم الخدمه وواجه اسلوب غير مهني من قبل موظفة المواعيد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-30T11:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-28T11:05:00Z", "explanation_received_at": "2025-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5532, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "96bb2eea-3a29-4bff-9ec7-413eeec9ced6", "fields": { "created_at": "2023-04-15T23:49:00Z", "updated_at": "2026-04-13T18:57:29.832Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "TANIA SOHAIL ", "expected_result": "", "reference_number": "CMP-2023-04-1171", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4e5e7e2d-1783-4a92-b69b-234ca60e2090", "title": "I attended the emergency department on April 15, 2023. Dr. Tania examined my wife and ordered an ultrasound to identify the issue. However, she informed me that the ultrasound doctor was not available and only sees emergency cases. When I asked her to inform the ultrasound doctor to come, she refused. Despite requesting the ultrasound for my wife, she did not inform us whether it would be an abdominal or vaginal ultrasound. Additionally, when we visited the outpatient clinic, we were informed th", "description": "I attended the emergency department on April 15, 2023. Dr. Tania examined my wife and ordered an ultrasound to identify the issue. However, she informed me that the ultrasound doctor was not available and only sees emergency cases. When I asked her to inform the ultrasound doctor to come, she refused. Despite requesting the ultrasound for my wife, she did not inform us whether it would be an abdominal or vaginal ultrasound. Additionally, when we visited the outpatient clinic, we were informed that the report stated it was my wife's fourth pregnancy, whereas it is actually her first.\n\n[Arabic]:\nتم الحضور الى الطوارئ بتاريخ 15 ابريل 2023م تم الفحص علىها من قبل الدكتورة تانيا وبعد الكشف طلبت وكتبت لزوجتي سونار لاكتشاف المشكلة ولكن ابلغتني بان طبيبة السونار ليست متواجدة وانما هي للحالات الطارئة وعندما طلبت منها ان تبلغها ان تأتي رفضت ايضاً رغم انها طلبت لزوجتي السونار بالاضافة الى عندما تم طلب السونار لم تبلغنا نوعه ان كان مهبلي او لا وحين زيارتنا الى العيادات الخارجية تم ابلاغنا بانه تم كتابة بالتقرير بان هذا الحمل الرابع لزوجتي والصحيح بانه الحمل الاول لها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-16T21:00:00Z", "due_at": "2023-04-17T23:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-16T21:00:00Z", "explanation_received_at": "2023-04-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2024-07-01T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239877, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-17 00:00:00", "closed": "2024-07-02 00:00:00", "received": "2023-04-16 02:49:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.823497", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1171", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1171 } } }, { "model": "complaints.complaint", "pk": "96c2b736-eb99-475a-a8eb-01275764fa86", "fields": { "created_at": "2022-09-27T11:17:00Z", "updated_at": "2026-04-13T18:56:08.822Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MAJIDA MALAK KESILIA", "expected_result": "", "reference_number": "CMP-2022-09-0272-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "On September 10, 2022, I went to Dr. Hanaa and a swab was taken. I was informed that the swab was normal despite having pains. I went to the emergency room on September 16, 2022, because of the pains, and I was told to come to the outpatient clinics. The next day, I went to Dr. Moataz’s clinic, and he decided that I needed a Bartholin gland operation.", "description": "On September 10, 2022, I went to Dr. Hanaa and a swab was taken. I was informed that the swab was normal despite having pains. I went to the emergency room on September 16, 2022, because of the pains, and I was told to come to the outpatient clinics. The next day, I went to Dr. Moataz’s clinic, and he decided that I needed a Bartholin gland operation.\n\n[Arabic]:\nتم حضوري بتاريخ 10 سبتمبر 2022م الى الطبيبه هناء وتم عمل مسحة حيث تم ابلاغي بان المسحة سليمة رغم وجود الآم لدي وتم توجهي الى الطوارئ بتاريخ 16سبتمبر 2022 بسبب اللآم وتم ابلاغي بالحضور بالعيادات الخارجية، في اليوم التالي تم الحضور الى عيادة الطبيب معتز وقرر لي عملية غدة بارثولين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T11:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": "2022-09-28T21:00:00Z", "escalated_at": "2022-09-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20041294, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 14:17:00", "resolved": "2022-10-01 00:00:00", "escalated": "2022-10-01 00:00:00", "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:08.812340", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0272-B", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 272 } } }, { "model": "complaints.complaint", "pk": "96fd60d2-9511-4500-91bc-8f298f0a12a3", "fields": { "created_at": "2023-01-04T17:46:00Z", "updated_at": "2026-04-13T18:56:54.618Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED AHMED", "expected_result": "", "reference_number": "CMP-2023-01-0755", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was only one patient before us, and the doctor took no more than five minutes. When we asked about him, they said he was praying, and after waiting fifteen minutes, it turned out he had been inside and now wanted to go out to pray. We waited for more than twenty minutes, and he didn't come. Then, about forty minutes later, I went to complain about him, and he was still outside the clinic.", "description": "There was only one patient before us, and the doctor took no more than five minutes. When we asked about him, they said he was praying, and after waiting fifteen minutes, it turned out he had been inside and now wanted to go out to pray. We waited for more than twenty minutes, and he didn't come. Then, about forty minutes later, I went to complain about him, and he was still outside the clinic.\n\n[Arabic]:\nلم يكن هناك سوى حالة واحدة قبلنا، ولم يستغرق الطبيب أكثر من خمس دقائق. عندما سألنا عنه، قالوا إنه يصلي، وبعد الانتظار خمس عشرة دقيقة. اتضح أنه كان بالداخل، ويريد الان الخروج للصلاه. وانتظرنا أكثر من عشرين دقيقة، ولم يأتِ. ثم ذهبت لأشتكي عليه بعد حوالي أربعين دقيقة، وكان لا يزال خارج العيادة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-03T21:00:00Z", "due_at": "2023-01-06T17:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30151793, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.Delays", "classification": "2.Poor availability and scheduling" }, "timeline": { "sent": "2023-01-04 00:00:00", "closed": "2023-01-08 00:00:00", "received": "2023-01-04 20:46:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.607315", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0755", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 755 } } }, { "model": "complaints.complaint", "pk": "971c3e31-c874-43f0-9a2a-b5cfc9c85b14", "fields": { "created_at": "2024-03-07T06:53:00Z", "updated_at": "2026-04-13T18:59:26.016Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2266", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The clinic manager was approached to amend the data, as the patient's problem was that her daughter, Mona Muhammad, was registered with ID number 11445340602, date of birth 4/27/1428, at the time of birth, in the name of the first stepmother. The clinic manager was informed that the date of birth was registered with the ID number and the birth report was also in the system. There was no response. We are waiting for your reply to that.", "description": "The clinic manager was approached to amend the data, as the patient's problem was that her daughter, Mona Muhammad, was registered with ID number 11445340602, date of birth 4/27/1428, at the time of birth, in the name of the first stepmother. The clinic manager was informed that the date of birth was registered with the ID number and the birth report was also in the system. There was no response. We are waiting for your reply to that.\n\n[Arabic]:\nتم التوجه لمدير العيادات لتعديل البيانات حيث ان اشكالية المريضه تم تسجيل ابنتها منى محمد برقم الهويه 11445340602 تاريخ الميلاد 27/4/1428 وقت الولاده باسم زوجة الاب الاولى وتم ابلاغ مدير العيادات بوجود تاريخ الولاده مسجل برقم الهويه وتقرير الولاده ايضا بالنظام لم يتم التجاوب بانتظار ردكم على ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-06T21:00:00Z", "due_at": "2024-03-09T06:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-09T21:00:00Z", "second_reminder_sent_at": "2024-03-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-06T21:00:00Z", "explanation_received_at": "2024-03-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1819726, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.7.Medical records", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2024-03-07 00:00:00", "closed": null, "received": "2024-03-07 09:53:00", "resolved": "2024-03-16 00:00:00", "escalated": null, "first_reminder": "2024-03-10 00:00:00" }, "imported_at": "2026-04-13T21:59:26.013611", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2266", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2266 } } }, { "model": "complaints.complaint", "pk": "971d4417-0ce6-43ec-852d-7649ee9cb49c", "fields": { "created_at": "2023-05-18T06:50:00Z", "updated_at": "2026-04-13T18:57:40.141Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1262", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have reached out multiple times to schedule an appointment for physical therapy, but I have not received any response.", "description": "I have reached out multiple times to schedule an appointment for physical therapy, but I have not received any response.\n\n[Arabic]:\nتم التواصل عدة مرات لحجز موعد العلاج الطبيعي ولم يتم الرد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 94, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-17T21:00:00Z", "due_at": "2023-05-20T06:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-17T21:00:00Z", "explanation_received_at": "2023-05-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30186703, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-05-18 00:00:00", "closed": null, "received": "2023-05-18 09:50:00", "resolved": "2023-05-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.137229", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1262", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العلاج الطبيعي", "main": "الإداري" }, "original_complaint_num": 1262 } } }, { "model": "complaints.complaint", "pk": "974699cf-aaf1-4d03-b301-68e59de02e6e", "fields": { "created_at": "2023-10-18T17:23:00Z", "updated_at": "2026-04-13T18:58:31.698Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1732", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It states that a procedure was requested by the doctor, and after the insurance approved it, after 24 hours, the diagnosis was made by another doctor, and the procedure request was cancelled. I was then asked to pay money due to the existence of two diagnoses by doctors and the lack of clarity.", "description": "It states that a procedure was requested by the doctor, and after the insurance approved it, after 24 hours, the diagnosis was made by another doctor, and the procedure request was cancelled. I was then asked to pay money due to the existence of two diagnoses by doctors and the lack of clarity.\n\n[Arabic]:\nتفيد بانه تم رفع عمليه من قبل الطبيب وعند موافقة التأمين بعد 24 تم التشخيص من قبل طبيب اخر ورالغاء طلب العمليه وتم مطالبتي بمبالغ بعد ذلك لوجود تشخيصين من قبل الاطباء وعدم الوضوح. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-20T21:00:00Z", "due_at": "2023-10-20T17:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-20T21:00:00Z", "explanation_received_at": "2023-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205104, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Pricing variations" }, "timeline": { "sent": "2023-10-21 00:00:00", "closed": null, "received": "2023-10-18 20:23:00", "resolved": "2023-10-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.695336", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1732", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1732 } } }, { "model": "complaints.complaint", "pk": "97605742-0a19-4759-b89c-f9e90487e538", "fields": { "created_at": "2023-03-14T15:16:00Z", "updated_at": "2026-04-13T18:57:17.169Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2023-03-0996", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to Dr. Youssef’s clinic on March 9, 2023, because I wanted to have my hemoglobin levels checked for therapeutic donation. The doctor treated me poorly, and the required tests and procedures were not explained beforehand before I went to the reception.", "description": "I went to Dr. Youssef’s clinic on March 9, 2023, because I wanted to have my hemoglobin levels checked for therapeutic donation. The doctor treated me poorly, and the required tests and procedures were not explained beforehand before I went to the reception.\n\n[Arabic]:\nتم الحضور الى عيادة الطبيب يوسف بتاريخ 9 مارس 2023م وذلك لرغبي بالفحص على الهيموقلوبين للتبرع العلاجي ، تم التعامل معي من قبل الطبيب بطريقة غير جبدة بالاضافة الى لم يتم توضيح التحاليل والاجراءات المطلوبة مسبقا قبل التوجهه الى الاستقبال. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-13T21:00:00Z", "due_at": "2023-03-16T15:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-13T21:00:00Z", "explanation_received_at": "2023-03-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1180185, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.3. Not having enough knowledge regarding the patient condition" }, "timeline": { "sent": "2023-03-14 00:00:00", "closed": null, "received": "2023-03-14 18:16:00", "resolved": "2023-03-23 00:00:00", "escalated": null, "first_reminder": "2023-03-14 00:00:00" }, "imported_at": "2026-04-13T21:57:17.166632", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0996", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 996 } } }, { "model": "complaints.complaint", "pk": "977e68d5-2d7f-4178-94d1-550c0efaa1c6", "fields": { "created_at": "2024-10-13T16:09:00Z", "updated_at": "2026-04-13T19:00:38.289Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14691-MAHFOOD ABDULLAH SAEED ", "expected_result": "", "reference_number": "CMP-2024-10-3031", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have 5 fractures in the vertebrae of my spine. I consulted Dr. Mahfouz at the clinic, looking for a treatment plan, referral, or a clear solution, but he did not diagnose my condition. He only prescribed painkillers and even looked at the MRI scans hastily. When I discussed any treatment plan with him, he told me, \"I apologize, I have other patients, you can leave.\" Is this a professional approach? The appointment lasted no less than 10 minutes, and I did not benefit from the appointment at al", "description": "I have 5 fractures in the vertebrae of my spine. I consulted Dr. Mahfouz at the clinic, looking for a treatment plan, referral, or a clear solution, but he did not diagnose my condition. He only prescribed painkillers and even looked at the MRI scans hastily. When I discussed any treatment plan with him, he told me, \"I apologize, I have other patients, you can leave.\" Is this a professional approach? The appointment lasted no less than 10 minutes, and I did not benefit from the appointment at all. I want the money I paid for the consultation to be refunded because he did not provide me with sufficient information, time, or explanation.\n\n[Arabic]:\nأنا لدي 5 كسور في الفقرات بالعامود الفقري قمت بمراجعة الدكتور محفوظ بالعيادة كنت ابحث عن خطة علاجية او احالة او حل واضح لكنه لم يشخص حالتي فقط قام بصرف مسكنات وحتى انه رأى الاشعة الرنين بشكل مستعجل ولما قمت بالمناقشة معه حول اي خطة علاجية قال لي ( اعتذر منك عندي مرضى اخرين تقدر تتفضل ) هل هذا اسلوب مهني ؟ ومدة الموعد لاتقل عن 10 دقايق لم استفد من الموعد شي اريد استرجاع المبلغ المالي الذي قمت بدفعه للكشفية لعدم افادتي واعطائي الوقت والتوضيح الكافي..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-12T21:00:00Z", "due_at": "2024-10-15T16:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-13T21:00:00Z", "second_reminder_sent_at": "2024-10-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-12T21:00:00Z", "explanation_received_at": "2024-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-14T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30349929, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-10-13 00:00:00", "closed": null, "received": "2024-10-13 19:09:00", "resolved": "2024-10-15 00:00:00", "escalated": null, "first_reminder": "2024-10-14 00:00:00" }, "imported_at": "2026-04-13T22:00:38.277863", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3031", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 3031 } } }, { "model": "complaints.complaint", "pk": "97e4c63e-0939-4f9c-831e-ce17fa6568e3", "fields": { "created_at": "2023-09-28T10:15:00Z", "updated_at": "2026-04-13T18:58:21.095Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1659", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Delay in submitting sick leave requests through the platform and lack of response via phone.", "description": " Delay in submitting sick leave requests through the platform and lack of response via phone.\n\n[Arabic]:\n تاخير في رفع اجازة مرضيه عن طريق المنصة وعدم التجاوب عن طريق الاتصال", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-30T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1829063, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-28 13:15:00", "resolved": "2023-09-28 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:21.085685", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1659", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1659 } } }, { "model": "complaints.complaint", "pk": "97efd9c0-0a72-402a-9cc7-8ccb6b2202b9", "fields": { "created_at": "2023-04-20T03:15:00Z", "updated_at": "2026-04-13T18:57:30.306Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Sahar Abdelfattah Dorgham", "expected_result": "", "reference_number": "CMP-2023-04-1183", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended Dr. Sahar's clinic to have a contraceptive implant inserted, but the implant was placed in the wrong location, which caused it to become disfigured and protrude. I went to several hospitals, and all the doctors, including Dr. Ahmed Abdul Karim, confirmed that it was incorrectly positioned. The implant was removed, and another one was inserted, which resulted in paying additional amounts for the doctor's consultation, the implant itself, and the insertion again.", "description": "I attended Dr. Sahar's clinic to have a contraceptive implant inserted, but the implant was placed in the wrong location, which caused it to become disfigured and protrude. I went to several hospitals, and all the doctors, including Dr. Ahmed Abdul Karim, confirmed that it was incorrectly positioned. The implant was removed, and another one was inserted, which resulted in paying additional amounts for the doctor's consultation, the implant itself, and the insertion again.\n\n[Arabic]:\nتم الحضور الى عيادة الطبيبه سحر لتركيب شريحة منع حمل ولكن تم تركيب الشريحة في مكان خاطئ مما تسبب في تشوه وخروج طرفها وتم التوجهه لااكثر من مستشفى وكل الاطباء اجمعو بان مكانها خطاء بما في ذلك الطبيب احمد عبدالكريم وتمت ازالتها وتم تركيب شريحه اخرى مما ادى الى دفع مبلغ اخر للدكتور مبلغ للكشفيه ومبلغ للشريحه ومبلغ للتركيب مره اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-25T21:00:00Z", "due_at": "2023-04-22T03:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-25T21:00:00Z", "explanation_received_at": "2023-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30186906, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-04-26 00:00:00", "closed": null, "received": "2023-04-20 06:15:00", "resolved": "2023-05-04 00:00:00", "escalated": null, "first_reminder": "2023-04-27 00:00:00" }, "imported_at": "2026-04-13T21:57:30.296440", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1183", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1183 } } }, { "model": "complaints.complaint", "pk": "97fd3c3b-e56b-4a3e-8331-22f7f0ad0054", "fields": { "created_at": "2023-11-15T15:46:00Z", "updated_at": "2026-04-13T18:58:43.809Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "10524-MOHAMMED MAHMOUD ABDELWAHED ", "expected_result": "", "reference_number": "CMP-2023-11-1857", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the vaccination", "description": "the vaccination\n\n[Arabic]:\nالتطعيم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-17T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-12-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30288902, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-15 18:46:00", "resolved": "2023-12-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.801680", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1857", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1857 } } }, { "model": "complaints.complaint", "pk": "9801e121-527c-4a7f-ae45-60b9ed00e54a", "fields": { "created_at": "2024-09-25T18:35:00Z", "updated_at": "2026-04-13T19:00:28.937Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2961-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "WHEN SHOWRING MY BABY THE NURSE WAS HARSH WITH THE BABY ALMOST HIT HIS HEAD WHILE AFTER THE SHOWER HE WAS PUT IN THE SAME TOWEL WITH BLOOD AND WAS NOT CLEAN ....", "description": "WHEN SHOWRING MY BABY THE NURSE WAS HARSH WITH THE BABY ALMOST HIT HIS HEAD WHILE AFTER THE SHOWER HE WAS PUT IN THE SAME TOWEL WITH BLOOD AND WAS NOT CLEAN ....\n\n[Arabic]:\nأثناء استحمام طفلي، كانت الممرضة قاسية عليه وكادت أن تضرب رأسه، وبعد الاستحمام وضعته في نفس المنشفة الملطخة بالدم ولم يكن نظيفاً...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-25T21:00:00Z", "due_at": "2024-09-27T18:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30316558, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-09-26 00:00:00", "closed": null, "received": "2024-09-25 21:35:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.933985", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2961-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 2961 } } }, { "model": "complaints.complaint", "pk": "982978af-e55a-4f3b-bb35-a10f4d4c3d78", "fields": { "created_at": "2023-03-19T18:48:00Z", "updated_at": "2026-04-13T18:57:17.963Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MARWA OSMAN AHMED ZAKI", "expected_result": "", "reference_number": "CMP-2023-03-1026", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "I attended my appointment on 5/3/2023 at 9:35 PM, and the doctor was not willing to receive me and seemed to be in a hurry to catch the bus. Note that I arrived on time for the appointment, but I did not get a clear result and diagnosed me with pregnancy by saying (Congratulations, you are pregnant). I do not know on what basis I was diagnosed with pregnancy, and she asked me to undergo an X-ray and communicate via WhatsApp, but no communication took place.\n", "description": "I attended my appointment on 5/3/2023 at 9:35 PM, and the doctor was not willing to receive me and seemed to be in a hurry to catch the bus. Note that I arrived on time for the appointment, but I did not get a clear result and diagnosed me with pregnancy by saying (Congratulations, you are pregnant). I do not know on what basis I was diagnosed with pregnancy, and she asked me to undergo an X-ray and communicate via WhatsApp, but no communication took place.\n\n\n[Arabic]:\nتم حضوري لموعدي بتاريخ 5/3/2023 في الساعة 9:35 م ولم تكون الدكتوره راغبه بااستقبالي وتبين عليها العجل وذلك للحاق بالباص , علما انه تم حضوري على وقت الموعد ولم اخرج بنتيجة واضحه وتشخيصي بالحمل بقول (مبروك حامل ) ولااعلم على اي اساس تم تشخيصي بالحمل وطلبت مني اجراء الاشعة والتواصل عن طريق الواتس ولم يتم التواصل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-23T21:00:00Z", "due_at": "2023-03-21T18:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-25T21:00:00Z", "second_reminder_sent_at": "2023-03-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30256661, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2023-03-24 00:00:00", "closed": null, "received": "2023-03-19 21:48:00", "resolved": "2023-03-30 00:00:00", "escalated": null, "first_reminder": "2023-03-26 00:00:00" }, "imported_at": "2026-04-13T21:57:17.952402", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1026", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1026 } } }, { "model": "complaints.complaint", "pk": "984dffef-56be-42f4-baf3-ec6284a850c8", "fields": { "created_at": "2025-03-09T21:53:00Z", "updated_at": "2026-04-13T19:01:35.271Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3874", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Approval from the Ministry of Health was requested several days ago, but no response has been provided, preventing the completion of the procedure (removal of stitches).", "description": "Approval from the Ministry of Health was requested several days ago, but no response has been provided, preventing the completion of the procedure (removal of stitches).\n\n[Arabic]:\nتم طلب موافقه ( وزارة الصحة ) منذ عدة ايام ولم تتم الافادة ليتسنى استكمال الاجراء (ازالة غرز )", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-11T21:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-09T21:53:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3874, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "985a6507-40c6-4c6e-aebd-8357b174584b", "fields": { "created_at": "2022-10-31T11:14:00Z", "updated_at": "2026-04-13T18:56:22.628Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0483", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 28Oct 2022 my baby admitted to the hospital. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. If they put the cannula or the medication they did not come back to check it and remove it until I calling them. Also my baby have to get a 3 dose of Anti-biotic. They give him the first dose and they forgot to give him the second dose. Also she did not put the correct note to the file, he took the medication at 2 pm but she write in the file at 12pm . \n", "description": "On 28Oct 2022 my baby admitted to the hospital. I faced many issues with the nurse’s staff. They are uncooperative and unprofessional. If they put the cannula or the medication they did not come back to check it and remove it until I calling them. Also my baby have to get a 3 dose of Anti-biotic. They give him the first dose and they forgot to give him the second dose. Also she did not put the correct note to the file, he took the medication at 2 pm but she write in the file at 12pm . \n\n\n[Arabic]:\nفي ٢٨ أكتوبر ٢٠٢٢، تم إدخال طفلي إلى المستشفى. واجهتُ العديد من المشاكل مع طاقم التمريض، حيث كانوا غير متعاونين وغير مهنيين. فبعد تركيب القنية الوريدية أو إعطاء الدواء، لم يعودوا للتأكد من الأمر وإزالته إلا بعد اتصالي بهم. كما أن طفلي كان بحاجة إلى ثلاث جرعات من المضاد الحيوي، فأعطوه الجرعة الأولى ونسوا إعطائه الجرعة الثانية. بالإضافة إلى ذلك، لم تُدوّن الممرضة التاريخ الصحيح في الملف، فقد تناول الدواء في الساعة الثانية ظهرًا، بينما دوّنت هي التاريخ في الساعة الثانية عشرة ظهرًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T11:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": "2022-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231147, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": null, "received": "2022-10-31 14:14:00", "resolved": "2022-11-02 00:00:00", "escalated": null, "first_reminder": "2022-11-01 00:00:00" }, "imported_at": "2026-04-13T21:56:22.623997", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0483", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 483 } } }, { "model": "complaints.complaint", "pk": "9878cad4-a433-45d7-bd19-03ca67d0fb30", "fields": { "created_at": "2022-09-21T09:43:00Z", "updated_at": "2026-04-13T18:56:07.319Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0241", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insured was refused admission due to ineffective insurance, even though the insurance is visible on the social security website.", "description": "The insured was refused admission due to ineffective insurance, even though the insurance is visible on the social security website.\n\n[Arabic]:\nرفض استقبال المؤمن له بسبب التأمين غير الفعال علما ان التأمين ظاهر في موقع الضمان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-20T21:00:00Z", "due_at": "2022-09-23T09:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-20T21:00:00Z", "explanation_received_at": "2022-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30223147, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect Information", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2022-09-21 00:00:00", "closed": null, "received": "2022-09-21 12:43:00", "resolved": "2022-09-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.312092", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0241", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 241 } } }, { "model": "complaints.complaint", "pk": "98bf7bd1-a936-4582-8219-0358745bf392", "fields": { "created_at": "2025-03-16T21:21:00Z", "updated_at": "2026-04-13T19:01:36.021Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Doaa Nabawy Abdelmonsef", "expected_result": "", "reference_number": "CMP-2025-03-3907", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient is complaining about not being informed that the spinal anesthesia would be administered in his back, and that the needle was injected into his back twice, which caused him pain.", "description": "The patient is complaining about not being informed that the spinal anesthesia would be administered in his back, and that the needle was injected into his back twice, which caused him pain.\n\n[Arabic]:\nيشتكي المريض من عدم شرح ان التخدير النصفي في الظهر وانه تم حقن الابرة في ظهره مرتين مما سبب له الم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-18T21:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-16T21:21:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3907, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "98cf443c-3005-4770-80c7-6c66241fa59b", "fields": { "created_at": "2023-01-23T08:47:00Z", "updated_at": "2026-04-13T18:56:56.092Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0769", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "‏The nursing staff in the pedia ward department don't sterilize their hands, and used the same gloves while visiting more than one room at the same time. I talked with the nurse about it she wasn't care and don’t apologize", "description": "‏The nursing staff in the pedia ward department don't sterilize their hands, and used the same gloves while visiting more than one room at the same time. I talked with the nurse about it she wasn't care and don’t apologize\n\n[Arabic]:\nلا يقوم طاقم التمريض في قسم الأطفال بتعقيم أيديهم، ويستخدمون نفس القفازات عند زيارة أكثر من غرفة في نفس الوقت. تحدثتُ مع الممرضة عن ذلك، لكنها لم تُبدِ أي اهتمام ولم تعتذر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-22T21:00:00Z", "due_at": "2023-01-25T08:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-22T21:00:00Z", "explanation_received_at": "2023-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30034241, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.Safety & Security", "classification": "2.3.4.Poor hand-hygiene" }, "timeline": { "sent": "2023-01-23 00:00:00", "closed": null, "received": "2023-01-23 11:47:00", "resolved": "2023-01-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:56.087210", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0769", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 769 } } }, { "model": "complaints.complaint", "pk": "98fc504b-e8e3-4824-8556-ae9b3e7403dc", "fields": { "created_at": "2023-01-23T09:21:00Z", "updated_at": "2026-04-13T18:56:56.198Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0803", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was admitted to the emergency department due to an emergency case. There was a significant delay in the admission process, as there was a long wait for the doctor to arrive. Upon his arrival, he ordered tests for the child, and the wait was even longer until a pediatrician arrived.\nThe required tests were taken, and after the examination by the attending physician, no details about the child's condition were clearly explained to her family. When I discussed this with the on-duty manage", "description": "The child was admitted to the emergency department due to an emergency case. There was a significant delay in the admission process, as there was a long wait for the doctor to arrive. Upon his arrival, he ordered tests for the child, and the wait was even longer until a pediatrician arrived.\nThe required tests were taken, and after the examination by the attending physician, no details about the child's condition were clearly explained to her family. When I discussed this with the on-duty manager, he was uncooperative and acted inappropriately, telling me to leave and go to another hospital. I reassured them at length until a doctor arrived. When he did, he ordered tests for the child, and we waited even longer until a pediatrician arrived.\n\n\n[Arabic]:\nتم الحضور لقسم الطوارئ لوجود حالة طارئة وكان هناك تأخير واضح في اجراءات الدخول حيث تم الانتظار لمدة\nطويلھ ليتم حضور الطبيب وعند حضوره طلب تحاليل للطفلھ وتم الانتظار لوقت اطول لحين حضور طبيب اطفال\nواخذ التحاليل المطلوبھ وبعد الكشف من قبل الطبيب المعالج لم يتم شرح اي تفاصيل عن الحالھ بشكل واضح لذوي\nالطفلھ وعند مناقشة ذلك مع المدير المناوب لم يتم التعاون معي وتم التصرف بطريقة غير لائقة حيث تم طلب الخروج\nوالذهاب لمستشفى اخر . وطمئنتهم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-22T21:00:00Z", "due_at": "2023-01-25T09:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-22T21:00:00Z", "explanation_received_at": "2023-01-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30086592, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2023-01-23 00:00:00", "closed": null, "received": "2023-01-23 12:21:00", "resolved": "2023-01-26 00:00:00", "escalated": null, "first_reminder": "2023-01-24 00:00:00" }, "imported_at": "2026-04-13T21:56:56.191254", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0803", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 803 } } }, { "model": "complaints.complaint", "pk": "9971af7a-ac83-423b-8298-93e51ad3cc31", "fields": { "created_at": "2022-09-27T09:32:00Z", "updated_at": "2026-04-13T18:56:08.692Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0272", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the nurse in the ER department did not put the \n cannula in correct place then when I went to the OR anesthesiologist she said they put it the wrong way and they are change it to the other hand ", "description": "the nurse in the ER department did not put the \n cannula in correct place then when I went to the OR anesthesiologist she said they put it the wrong way and they are change it to the other hand \n\n[Arabic]:\nلم تضع الممرضة في قسم الطوارئ الكانيولا في مكانها الصحيح، وعندما ذهبت إلى طبيب التخدير في غرفة العمليات، قالت إنهم وضعوها بشكل خاطئ وأنهم سيغيرونها إلى الجهة الأخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T09:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": "2022-09-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20041294, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 12:32:00", "resolved": "2022-10-01 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:08.689743", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0272", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 272 } } }, { "model": "complaints.complaint", "pk": "997b7659-7cff-40ae-99d2-73919abfaf46", "fields": { "created_at": "2025-07-15T09:25:00Z", "updated_at": "2026-04-13T19:02:23.626Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم النظافة", "expected_result": "", "reference_number": "CMP-2025-07-4457", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"It is noticed on a daily basis that the cleaner does not remove the waste bags from the room. Today, I called out to him as he was passing by the room, but he did not respond. I followed him and asked him to clean the waste basket, but he ignored me and left the ward. I informed the nurse, who in turn searched for him in all the extended care departments, but was unable to find him. It is worth noting that the cleaner does not remove the waste except after continuous follow-up and insistence fr", "description": "\"It is noticed on a daily basis that the cleaner does not remove the waste bags from the room. Today, I called out to him as he was passing by the room, but he did not respond. I followed him and asked him to clean the waste basket, but he ignored me and left the ward. I informed the nurse, who in turn searched for him in all the extended care departments, but was unable to find him. It is worth noting that the cleaner does not remove the waste except after continuous follow-up and insistence from me or the attendant.\"\n\n[Arabic]:\n\" يُلاحظ بشكل يومي أن عامل النظافة لا يقوم بإخراج كيس النفايات من الغرفة، واليوم ناديت عليه أثناء مروره أمام الغرفة لكنه لم يستجب، فلحقت به وطلبت منه تنظيف سلة النفايات، إلا أنه تجاهلني وخرج من الجناح. قمت بإبلاغ الممرضة التي بدورها بحثت عنه في جميع أقسام العناية الممتدة، لكنها لم تتمكن من العثور عليه. ويُذكر أن العامل لا يقوم بإخراج النفايات إلا بعد متابعة مستمرة وإلحاح من قِبلي أو من قِبل المرافق.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-17T09:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-15T09:25:00Z", "explanation_received_at": "2025-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4457, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "99ac4f5d-7d59-4e0a-ba5f-f6c0abb41d90", "fields": { "created_at": "2024-04-02T21:35:00Z", "updated_at": "2026-04-13T18:59:36.466Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Majidah Malak", "expected_result": "", "reference_number": "CMP-2024-04-2347", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "Tests and analyses were requested by Dr. Marwa Zaki previously, and during the follow-up, we were unable to secure an appointment with her that day. We booked an appointment with Dr. Majda, but upon visiting her and informing her of the previous consultations, she refused to accept the case. After that, we returned to the cashier to cancel the consultation, only to be informed that Dr. Majda had opened the case and documented it as if she had examined it. When we approached her to discuss this, ", "description": "Tests and analyses were requested by Dr. Marwa Zaki previously, and during the follow-up, we were unable to secure an appointment with her that day. We booked an appointment with Dr. Majda, but upon visiting her and informing her of the previous consultations, she refused to accept the case. After that, we returned to the cashier to cancel the consultation, only to be informed that Dr. Majda had opened the case and documented it as if she had examined it. When we approached her to discuss this, she outright refused to engage in a discussion with us.\n\n[Arabic]:\nتم طلب فحوصات وتحاليل من الدكتوره / مروه زكي من قبل وعند المراجعه لم نتمكن من الحصول على موعد\nلديها خلال هذا اليوم وتم حجز موعد عند د. ماجده وعند زيارتها واعلامها بالمراجعات السابقه ، رفضت استقبال\nالحاله وبعد ذلك تم العوده لصندوق للالغاء الكشفيه ، عليه فقد تم اعلامنا ان الدكتور ماجده فتحت الحاله\nوحفظتها كانها كشفت وعند الرجوع لها لمناقشتها عن ذلك رفضت النقاش معنا بتاتا ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-02T21:00:00Z", "due_at": "2024-04-04T21:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-02T21:00:00Z", "explanation_received_at": "2024-04-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-02T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30160610, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-04-03 00:00:00", "closed": null, "received": "2024-04-03 00:35:00", "resolved": "2024-04-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.456192", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2347", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2347 } } }, { "model": "complaints.complaint", "pk": "99b91324-c556-4628-97c5-a8f4b8cbc6e0", "fields": { "created_at": "2024-03-26T20:08:00Z", "updated_at": "2026-04-13T18:59:28.165Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2323", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An external restricted prescription was brought by the patient from another center, stamped with the same date of attendance and indicating that it had not yet been received. However, the prescription was refused and I was informed that I needed to visit a doctor at Al Hammadi Hospital and request that the prescription be rewritten.", "description": "An external restricted prescription was brought by the patient from another center, stamped with the same date of attendance and indicating that it had not yet been received. However, the prescription was refused and I was informed that I needed to visit a doctor at Al Hammadi Hospital and request that the prescription be rewritten.\n\n[Arabic]:\nتم احضار وصفه مقيده خارجيه من قبل المريض من مركز اخر مختومه بنفس تاريخ الحضور وموضح بعدم استلامها بعد حيث ولكن تم رفض صرف الوصفه وابلاغي بضرورة زيارة دكتور لدى مستشفى الحمادي وطلب اعادة كتابة الوصفه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-26T21:00:00Z", "due_at": "2024-03-28T20:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-26T21:00:00Z", "second_reminder_sent_at": "2024-03-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-26T21:00:00Z", "explanation_received_at": "2024-03-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-03-27 00:00:00", "closed": null, "received": "2024-03-26 23:08:00", "resolved": "2024-03-28 00:00:00", "escalated": null, "first_reminder": "2024-03-27 00:00:00" }, "imported_at": "2026-04-13T21:59:28.156022", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2323", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2323 } } }, { "model": "complaints.complaint", "pk": "99f804d4-d361-41fa-acd0-ad0bc69eae14", "fields": { "created_at": "2024-02-15T16:44:00Z", "updated_at": "2026-04-13T18:59:18.559Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr KHALID ABDULRAHMAN SALEM ALBREKEIT", "expected_result": "", "reference_number": "CMP-2024-02-2204", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor to get a medical opinion, but he refused to look at my reports and x-rays from another hospital, even though the reports and x-rays were not old. He told me that he did not trust the results of others and tried to convince me to do new ones at the cost of the insurance. When I refused, he rejected my diagnosis.", "description": "I visited the doctor to get a medical opinion, but he refused to look at my reports and x-rays from another hospital, even though the reports and x-rays were not old. He told me that he did not trust the results of others and tried to convince me to do new ones at the cost of the insurance. When I refused, he rejected my diagnosis.\n\n[Arabic]:\nزرت الطبيب لاخذ رأي طبي لكنه رفض الاطلاع على تقاريري واشعتي من مستشفى آخر مع ان التقارير والاشعه ليست قديمه وقال لي انا لا اثق بنتائج غيري وحاول اقناعي بعمل جديدة على تكلفة التأمين وحين رفضت ، رفض تشخيصي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 15, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-14T21:00:00Z", "due_at": "2024-02-17T16:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-14T21:00:00Z", "explanation_received_at": "2024-02-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-16T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30048922, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-02-15 00:00:00", "closed": null, "received": "2024-02-15 19:44:00", "resolved": "2024-02-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.555578", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2204", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأوعية الدموية", "main": "الطبي" }, "original_complaint_num": 2204 } } }, { "model": "complaints.complaint", "pk": "9a123e6a-ff96-402a-95d3-916de4dd4556", "fields": { "created_at": "2024-11-11T09:44:00Z", "updated_at": "2026-04-13T19:00:49.157Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6962-Dr MOHAMMED MAZEN CHUKAIR", "expected_result": "", "reference_number": "CMP-2024-11-3141", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were called to the emergency room for an urgent case, and after examination by the doctor, he caused bleeding and severe pain, and did not provide any treatment.", "description": "We were called to the emergency room for an urgent case, and after examination by the doctor, he caused bleeding and severe pain, and did not provide any treatment.\n\n[Arabic]:\nتم حضورنا لطوارئ حالة طارئة وبعد الكشف من قبل الدكتور تسبب بخروج دم والم شديد ولم يقدم اي خدمة علاجية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-10T21:00:00Z", "due_at": "2024-11-13T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-11T21:00:00Z", "second_reminder_sent_at": "2024-11-11T21:00:00Z", "escalated_at": "2024-11-13T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-10T21:00:00Z", "explanation_received_at": "2024-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 32281, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-11-11 00:00:00", "closed": null, "received": "2024-11-11 12:44:00", "resolved": "2024-11-17 00:00:00", "escalated": "2024-11-14 00:00:00", "first_reminder": "2024-11-12 00:00:00" }, "imported_at": "2026-04-13T22:00:49.151612", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3141", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3141 } } }, { "model": "complaints.complaint", "pk": "9a21cab8-6ba3-48a9-a47f-c61f5443281c", "fields": { "created_at": "2025-03-04T10:26:00Z", "updated_at": "2026-04-13T19:01:34.902Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3857", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that they were moved from the Royal Suite to a regular room because another person had reserved the suite.", "description": "The patient reports that they were moved from the Royal Suite to a regular room because another person had reserved the suite.\n\n[Arabic]:\nالمريض يفيد انه تم اخراجه من غرفة رويال سويت و اخذهم الى غرفه عاديه بسبب ان شخص اخر حجز الغرفه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-06T10:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-04T10:26:00Z", "explanation_received_at": "2025-03-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3857, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "9a2f9924-17d7-47ce-91c6-780f73ef1dc5", "fields": { "created_at": "2025-03-19T21:09:00Z", "updated_at": "2026-04-13T19:01:36.520Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3923-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The father of the child complains about the clinic's management directing him to a general practitioner when the requested specialist was unavailable to prescribe the formula, and after weeks of rejection, he still did not receive the milk.", "description": "The father of the child complains about the clinic's management directing him to a general practitioner when the requested specialist was unavailable to prescribe the formula, and after weeks of rejection, he still did not receive the milk.\n\n[Arabic]:\nيشتكي والد الطفلة من توجيه ادارة العيادات له حين عدم وجود الاستشاري المطلوب لطبيب عام لصرف الحليب وبعد اسابيع من الرفض لم يحصل على الحليب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T21:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T21:09:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3923, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "9a40cff4-753b-4422-9e55-fce858fd9389", "fields": { "created_at": "2025-07-07T17:50:00Z", "updated_at": "2026-04-13T19:02:22.812Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "محمد الشخص", "expected_result": "", "reference_number": "CMP-2025-07-4430", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that after visiting the doctor, he was asked to have an x-ray taken while he was waiting for approval for the tooth extraction. After waiting for about three hours, the nurse told him something different than the doctor's, and it turned out that the doctor had not submitted the approval request to the insurance company.", "description": "The patient reported that after visiting the doctor, he was asked to have an x-ray taken while he was waiting for approval for the tooth extraction. After waiting for about three hours, the nurse told him something different than the doctor's, and it turned out that the doctor had not submitted the approval request to the insurance company.\n\n[Arabic]:\nيفيد المراجع بأنه بعد الدخول على الدكتور طلب منه عمل أشعة الى ان ينتهي من رفع موافقة على خلع الاسنان ، بعد انتظار حوالي ثلاث ساعات أفادته الممرضة بكلام مختلف عن كلام الدكتور وتبين أن الطبيب لم يرفع طلب الموافقة لشركة التأمين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-09T17:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-07T17:50:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4430, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "9a8657ba-ff5b-45ec-bf5c-702e6af763f3", "fields": { "created_at": "2023-01-21T15:07:00Z", "updated_at": "2026-04-13T18:56:55.978Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0794", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A patient was admitted before me.\n", "description": "A patient was admitted before me.\n\n\n[Arabic]:\nتم ادخال مريض قبلي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-23T21:00:00Z", "due_at": "2023-01-23T15:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1234, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-01-24 00:00:00", "closed": "2023-01-24 00:00:00", "received": "2023-01-21 18:07:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.973174", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0794", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 794 } } }, { "model": "complaints.complaint", "pk": "9a897163-43aa-4152-b681-881eb4bd2f68", "fields": { "created_at": "2023-01-17T17:43:00Z", "updated_at": "2026-04-13T18:56:55.360Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0773", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted on Thursday, January 12, 2023, to room 4137. Breakfast was brought, including a fork with food remnants and it was unclean.", "description": "I was admitted on Thursday, January 12, 2023, to room 4137. Breakfast was brought, including a fork with food remnants and it was unclean.\n\n[Arabic]:\nتنومت يوم الخميس تاريخ 12 يناير 2023 غرفه 4137 تم احضار وجبه الفطور شاملة شوكه طعام فيها بقايا اكل وغير نظيفه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-16T21:00:00Z", "due_at": "2023-01-19T17:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-16T21:00:00Z", "explanation_received_at": "2023-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-21T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029557, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "3.Safety & Security", "classification": "2.4.Poor Food service" }, "timeline": { "sent": "2023-01-17 00:00:00", "closed": null, "received": "2023-01-17 20:43:00", "resolved": "2023-01-22 00:00:00", "escalated": null, "first_reminder": "2023-01-18 00:00:00" }, "imported_at": "2026-04-13T21:56:55.356848", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0773", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 773 } } }, { "model": "complaints.complaint", "pk": "9aab649b-26a7-4c38-96b0-c35fda72396a", "fields": { "created_at": "2022-12-04T10:13:00Z", "updated_at": "2026-04-13T18:56:42.158Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8829-FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-12-0629", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the female doctor on December 4, 2022. When I entered the clinic, she had left because she had a delivery case. I waited for about an hour. When she returned, she spoke to me in a loud voice and an agitated manner while providing me with service and complaining about the previous delivery patient. After that, I was asked to take a sledgehammer due to my health condition. She became agitated with me again.", "description": "I went to the female doctor on December 4, 2022. When I entered the clinic, she had left because she had a delivery case. I waited for about an hour. When she returned, she spoke to me in a loud voice and an agitated manner while providing me with service and complaining about the previous delivery patient. After that, I was asked to take a sledgehammer due to my health condition. She became agitated with me again.\n\n[Arabic]:\nتم حضوري الى الطبيبة فتاه بتاريخ 4 ديسمبر 2022م عند دخولي للعيادة تم خروجها لوجود حالة ولادة لديها وتم انتظاري ما يقارب الساعه وعند عودتها تحدثت معي بصوت عالي واسلوب منفعل اثناء تقديم الخدمه لي والتذمر من مريضه الولاده السابقه بعد ذلك تم طلب سكليف نظرا لوضعي الصحي تم الانفعال علي مرة اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-03T21:00:00Z", "due_at": "2022-12-06T10:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-03T21:00:00Z", "explanation_received_at": "2022-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30167398, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-04 00:00:00", "closed": null, "received": "2022-12-04 13:13:00", "resolved": "2022-12-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.152028", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0629", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 629 } } }, { "model": "complaints.complaint", "pk": "9aef1e40-7fa2-4d71-acdc-2c843f90027d", "fields": { "created_at": "2025-07-07T13:13:00Z", "updated_at": "2026-04-13T19:02:22.755Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض تنويم الجراحة العامة", "expected_result": "", "reference_number": "CMP-2025-07-4428-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There has been a lack of responsiveness from the nursing staff in providing the prescribed medications in a timely manner, as well as inadequate support and cooperation in assisting with personal hygiene and bathing needs\n", "description": "There has been a lack of responsiveness from the nursing staff in providing the prescribed medications in a timely manner, as well as inadequate support and cooperation in assisting with personal hygiene and bathing needs\n\n\n[Arabic]:\nكان هناك نقص في الاستجابة من جانب طاقم التمريض في توفير الأدوية الموصوفة في الوقت المناسب، فضلاً عن عدم كفاية الدعم والتعاون في المساعدة في احتياجات النظافة الشخصية والاستحمام", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-09T13:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-07T13:13:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4428, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "9b22eec8-dda3-43f4-bb0b-68c466aa17c2", "fields": { "created_at": "2025-07-06T11:08:00Z", "updated_at": "2026-04-13T19:02:22.290Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4419", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The procedure was approved but I did not perform it due to vacation. Then the doctor took vacation and when the appointment was set, the document was renewed. Al-Hamadi requested a new approval, but it was rejected due to the existence of a previous invoiced approval for the same doctor and procedure. When I contacted the insurance, it confirmed that the initial approval from the service provider must be rejected. When I contacted the service provider, there was procrastination and searching, wh", "description": "The procedure was approved but I did not perform it due to vacation. Then the doctor took vacation and when the appointment was set, the document was renewed. Al-Hamadi requested a new approval, but it was rejected due to the existence of a previous invoiced approval for the same doctor and procedure. When I contacted the insurance, it confirmed that the initial approval from the service provider must be rejected. When I contacted the service provider, there was procrastination and searching, which prompted me to perform it.\n\n[Arabic]:\nتم الموافقه ع عمليه ولم اقم باجرائها بسبب الاجازه وبعدها اجازه للطبيب وعند تحديد موعد تم تجديد الوثيقه فالحمادي طلب تقديم موافقه جديده وتم رفضها لوجود موافقه سابقه مفوتره لنفس الطبيب والاجراء وعند التواصل مع التامين اكد بوجوب رفض الموافقه الاولي من مقدم الخدمه وعند التواصل مع مقدم الخدمه يتم التسويف والبحث مما دفعني لاجرائها\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-08T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-06T11:08:00Z", "explanation_received_at": "2025-07-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4419, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "9b38fc90-cd88-48f2-91e7-1401871588a3", "fields": { "created_at": "2022-10-05T17:45:00Z", "updated_at": "2026-04-13T18:56:17.371Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. IKRAM RABEH AYED ", "expected_result": "", "reference_number": "CMP-2022-10-0332", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "9a2b4fe0-cc5a-40f7-9a6f-583d7f208ec4", "title": "The last visit was to a doctor outside Al-Hammadi Hospital, and it was found that the child had a dislocation from the time of birth. We went to Al-Hammadi Hospital to confirm and visit a doctor from inside the hospital, and the same diagnosis was found, that there was a dislocation and that surgical intervention was required. Note that the treating doctor had examined the child after birth, and the child was discharged without any remarks. We went back to the hospital when it was found that the", "description": "The last visit was to a doctor outside Al-Hammadi Hospital, and it was found that the child had a dislocation from the time of birth. We went to Al-Hammadi Hospital to confirm and visit a doctor from inside the hospital, and the same diagnosis was found, that there was a dislocation and that surgical intervention was required. Note that the treating doctor had examined the child after birth, and the child was discharged without any remarks. We went back to the hospital when it was found that there was a pull in the child’s left leg, and we were told that there was nothing to worry about. But after a while, when the child started walking, it became clear that there was a problem with the left leg.\n\n[Arabic]:\n تم الكشف في اخر زياره عند دكتور خارج مستشفى الحمادي وتبين وجود خلع من وقت الولاده لدى الطفله وتم الحضور لمستشفى الحمادي للتاكد وزيارة دكتور من داخل المستشفى وتبين نفس التشخيص بوجود خلع ويتوجب للتدخل الجراحي علما انه تم الكشف من قبل الطبيبه المعالجه بعد الولاده وتم خروج الطفله بدون اي ملاحظات تذكر وتم مراجعة المستشفى مره اخرى عندما تبين ان هناك شد بالرجل اليسرى للطفله وتم اخبارانا لا يوجد مايستدعي القلق ولكن بعد فتره وعند مشي الطفل تبين بوجود مشكله بالرجل اليسرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-04T21:00:00Z", "due_at": "2022-10-07T17:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-04T21:00:00Z", "explanation_received_at": "2022-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30142453, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-10-05 00:00:00", "closed": null, "received": "2022-10-05 20:45:00", "resolved": "2022-10-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.359697", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0332", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 332 } } }, { "model": "complaints.complaint", "pk": "9b3bb568-af15-4146-97d8-dd5fb6c56fb3", "fields": { "created_at": "2025-03-08T22:18:00Z", "updated_at": "2026-04-13T19:01:35.338Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "رانيا احمد", "expected_result": "", "reference_number": "CMP-2025-03-3875", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "doctor didnt add the medication to the Raqib platform.", "description": "doctor didnt add the medication to the Raqib platform.\n\n[Arabic]:\nعدم اضافة دواء الى منصة رقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-10T22:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, 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"9b615fed-b4eb-4c25-ab1f-e9109ec3068e", "fields": { "created_at": "2025-01-16T12:36:00Z", "updated_at": "2026-04-13T19:01:13.100Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3544", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Nursing took wrong oxygen measures while on oxygen session patient's mom asked moh and they informed her it is wrong", "description": "Nursing took wrong oxygen measures while on oxygen session patient's mom asked moh and they informed her it is wrong\n\n[Arabic]:\nاخذ قياسات الاكسجين بطريقة خاطئة اثناء جلسة الأكسجين ووزارة الصحة افادت الام انها خاطئة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-18T12:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-16T12:36:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3544, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "9b65f7b8-e73b-4c85-a3e6-d3aeaace414e", "fields": { "created_at": "2024-01-18T09:51:00Z", "updated_at": "2026-04-13T18:59:07.614Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2086-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An insurance application was submitted and approved by the insurance company, and additional fees were calculated for the twinning service.", "description": "An insurance application was submitted and approved by the insurance company, and additional fees were calculated for the twinning service.\n\n[Arabic]:\nتم رفع طلب لتامين وتم الموافقه من قبل التامين وتم احتساب رسوم زياده لتويم . 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Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-18 12:51:00", "resolved": "2024-01-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.607635", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2086-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2086 } } }, { "model": "complaints.complaint", "pk": "9bb1eb36-ee02-4247-bcfa-12da7a4ff5b1", "fields": { "created_at": "2024-01-18T10:03:00Z", "updated_at": "2026-04-13T18:59:07.687Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2087", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a delay in uploading the premarital medical examination results despite the results appearing in the system.", "description": "There is a delay in uploading the premarital medical examination results despite the results appearing in the system.\n\n[Arabic]:\nتاخير في رفع فحص ماقبل الزواج رغم ظهور النتائج في النظام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-17T21:00:00Z", "due_at": "2024-01-20T10:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-17T21:00:00Z", "explanation_received_at": "2024-01-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 24761, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-18 13:03:00", "resolved": "2024-01-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.679866", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2087", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2087 } } }, { "model": "complaints.complaint", "pk": "9bbe75e8-3902-4477-bae1-f24c287ad8cf", "fields": { "created_at": "2023-11-04T17:01:00Z", "updated_at": "2026-04-13T18:58:41.477Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1796", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The service providers did not respond to the insurance company's inquiry.", "description": "The service providers did not respond to the insurance company's inquiry.\n\n[Arabic]:\nمقدمين الخدمة لم يقومون بالرد على شركة التامين بخصوص طلب استفسارات\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-03T21:00:00Z", "due_at": "2023-11-06T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-04T21:00:00Z", "second_reminder_sent_at": "2023-11-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-03T21:00:00Z", "explanation_received_at": "2023-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20343696, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-04 00:00:00", "closed": null, "received": "2023-11-04 20:01:00", "resolved": "2023-11-06 00:00:00", "escalated": null, "first_reminder": "2023-11-05 00:00:00" }, "imported_at": "2026-04-13T21:58:41.474941", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1796", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1796 } } }, { "model": "complaints.complaint", "pk": "9bc8d4f6-031f-42be-b327-60c7cc297ab3", "fields": { "created_at": "2024-11-16T07:35:00Z", "updated_at": "2026-04-13T19:00:49.549Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ABUGANAYA ", "expected_result": "", "reference_number": "CMP-2024-11-3164", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor patient treatment, delays in admitting patients, and referrals to another doctor under the pretext that he had an urgent case.", "description": "Poor patient treatment, delays in admitting patients, and referrals to another doctor under the pretext that he had an urgent case.\n\n[Arabic]:\nسوء تعامل مع المرضى وتأخير ادخال المرضين وتحويل إلى طبيب ثاني بحجة لديه حالة ضرورية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-15T21:00:00Z", "due_at": "2024-11-18T07:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-15T21:00:00Z", "second_reminder_sent_at": "2024-11-16T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-15T21:00:00Z", "explanation_received_at": "2024-11-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30024921, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-11-16 00:00:00", "closed": null, "received": "2024-11-16 10:35:00", "resolved": "2024-11-18 00:00:00", "escalated": null, "first_reminder": "2024-11-16 00:00:00" }, "imported_at": "2026-04-13T22:00:49.544815", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3164", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 3164 } } }, { "model": "complaints.complaint", "pk": "9c05a912-7439-409d-a479-e35e22214e9c", "fields": { "created_at": "2023-01-25T08:42:00Z", "updated_at": "2026-04-13T18:56:56.531Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0811", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No bed was provided for the attendant, and several times the specialist and the admissions department were contacted, but there was no response from them.\n", "description": "No bed was provided for the attendant, and several times the specialist and the admissions department were contacted, but there was no response from them.\n\n\n[Arabic]:\nلم يتم توفير سرير للمرافق وتم التواصل لعدة مرات مع الاخصائية وادارة التنويم ولم يكن هناك استجابھ من قبلهم .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-24T21:00:00Z", "due_at": "2023-01-27T08:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-24T21:00:00Z", "explanation_received_at": "2023-01-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1388026, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.3.Quality of Care", "classification": "3.6.5.Unavailable Beds" }, "timeline": { "sent": "2023-01-25 00:00:00", "closed": null, "received": "2023-01-25 11:42:00", "resolved": "2023-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:56.520544", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0811", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 811 } } }, { "model": "complaints.complaint", "pk": "9c1c0f0b-8b83-4c8a-b7c4-590a21bf6fe1", "fields": { "created_at": "2024-09-01T08:32:00Z", "updated_at": "2026-04-13T19:00:26.683Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2855", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited a hospital a few days before Ramadan and they performed gallbladder removal surgery on me. Afterwards, the doctor didn't give me any instructions regarding post-operative care. I had the surgery, and the doctor advised me to go back to taking Pregabalin. The anesthesiologist refused to administer anesthesia unless I went and bought Lyrica illegally so he could anesthetize me. Is this reasonable?", "description": "I visited a hospital a few days before Ramadan and they performed gallbladder removal surgery on me. Afterwards, the doctor didn't give me any instructions regarding post-operative care. I had the surgery, and the doctor advised me to go back to taking Pregabalin. The anesthesiologist refused to administer anesthesia unless I went and bought Lyrica illegally so he could anesthetize me. Is this reasonable?\n\n[Arabic]:\n انا زرت مستشفى قبل رمضان بايام سويتو لي عملية استئصال المرارة، بعد ذلك لم يوجهني الدكتور الا\nعلى دون تزويدي بتعليمات مابعد الاجراء يعني انا سويت عملية ونصحني الدكتور ارجع الى Pregabalin ورفض دكتور التخدير بتخدير بدون ان اذهب واشتري ليريكا بطريقه غير نظاميه ليتمكن من تخديري هل هذا يعقل؟", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-02T21:00:00Z", "due_at": "2024-09-03T08:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-02T21:00:00Z", "explanation_received_at": "2024-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-03T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30094015, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.5.Dispensing medication without prescription" }, "timeline": { "sent": "2024-09-03 00:00:00", "closed": null, "received": "2024-09-01 11:32:00", "resolved": "2024-09-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:26.680146", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2855", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 2855 } } }, { "model": "complaints.complaint", "pk": "9c547193-3576-4d3d-8eba-d58a533c9a4f", "fields": { "created_at": "2025-05-18T16:53:00Z", "updated_at": "2026-04-13T19:01:59.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الماليه ", "expected_result": "", "reference_number": "CMP-2025-05-4181", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Demanding payment without providing a clear reason, despite the patient being referred from a government hospital to Al Hammadi Hospital.\n\n\n\n\n", "description": "Demanding payment without providing a clear reason, despite the patient being referred from a government hospital to Al Hammadi Hospital.\n\n\n\n\n\n\n[Arabic]:\nمطالبه ماليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-20T16:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-18T16:53:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4181, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "9c8777fb-9609-4243-82ca-52fcc7c852e3", "fields": { "created_at": "2022-12-07T10:42:00Z", "updated_at": "2026-04-13T18:56:42.988Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMAED MOHAMMED ABDO", "expected_result": "", "reference_number": "CMP-2022-12-0653", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 26, 2022, I came to the emergency department suffering from bleeding. An ultrasound scan was requested with radiologist Ahmed. After seeing the scan, he said, \"This is the first time I've seen a tumor of this size. Is this a fibroid tumor or something else?\" Then I asked him, \"Is my condition serious?\" He said, \"You need to see who can remove it. It needs a skilled doctor.\" This was done in a threatening manner, which caused me great anxiety and fear. The specialist was not cooperati", "description": "On November 26, 2022, I came to the emergency department suffering from bleeding. An ultrasound scan was requested with radiologist Ahmed. After seeing the scan, he said, \"This is the first time I've seen a tumor of this size. Is this a fibroid tumor or something else?\" Then I asked him, \"Is my condition serious?\" He said, \"You need to see who can remove it. It needs a skilled doctor.\" This was done in a threatening manner, which caused me great anxiety and fear. The specialist was not cooperative or reassuring about my condition.\n\n[Arabic]:\nبتاريخ 26 نوفمبر2022م تم حضوري الى قسم الطوارئ اعاني من نزيف وتم طلب عمل اشعة سونار عند اخصائي الأشعة احمد وبعد رؤيته للأشعة قال اول مره اشوف ورم بهذا الحجم وهل هذا ورم ليفي او شي ثاني وبعدها سألته هل حالتي خطيرة ؟ قال لازم تشوفين مين يقدر يشيله يبيله دكتور شاطر بطريقة ترهيب حيث ادى ذلك الى قلقي الشديد وخوفي ولم يكن الاخصائي متعاون ومطمئن عن حالتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-06T21:00:00Z", "due_at": "2022-12-09T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-06T21:00:00Z", "explanation_received_at": "2022-12-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30237339, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-07 00:00:00", "closed": null, "received": "2022-12-07 13:42:00", "resolved": "2022-12-10 00:00:00", "escalated": null, "first_reminder": "2022-12-08 00:00:00" }, "imported_at": "2026-04-13T21:56:42.981547", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0653", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الأشعة", "main": "الطبي" }, "original_complaint_num": 653 } } }, { "model": "complaints.complaint", "pk": "9c9cf85c-6951-42a1-a1bb-8e7f2aba884d", "fields": { "created_at": "2022-10-18T09:24:00Z", "updated_at": "2026-04-13T18:56:19.774Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0371-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 8 Oct 2022 my baby admitted in the hospital. no responded from the nurse and they are not cooperative when I asking for help, and the Dr. MOHAMMED request the anti- biotic for my baby 3 times per a day but the nurses didn’t give him .I took the file I found it without any note about the anti-biotic. Then I asked the nurses after that she took the file and filled it with incorrectly note about the anti-biotic. ", "description": "On 8 Oct 2022 my baby admitted in the hospital. no responded from the nurse and they are not cooperative when I asking for help, and the Dr. MOHAMMED request the anti- biotic for my baby 3 times per a day but the nurses didn’t give him .I took the file I found it without any note about the anti-biotic. Then I asked the nurses after that she took the file and filled it with incorrectly note about the anti-biotic. \n\n[Arabic]:\nفي ٨ أكتوبر ٢٠٢٢، تم إدخال طفلي إلى المستشفى. لم أتلقَ أي رد من الممرضة، ولم يتعاونوا معي عندما طلبت المساعدة. طلب ​​الدكتور محمد مضادًا حيويًا لطفلي ثلاث مرات يوميًا، لكن الممرضات لم يُعطوه إياه. أخذتُ الملف، فوجدتُه خاليًا من أي ملاحظة بخصوص المضاد الحيوي. ثم سألتُ الممرضة، فأخذت الملف وملأته بملاحظة خاطئة عن المضاد الحيوي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-17T21:00:00Z", "due_at": "2022-10-20T09:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-17T21:00:00Z", "explanation_received_at": "2022-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226819, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-18 00:00:00", "closed": null, "received": "2022-10-18 12:24:00", "resolved": "2022-10-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.769642", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0371-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 371 } } }, { "model": "complaints.complaint", "pk": "9ca17c8b-7a3b-4c6e-b752-03ecaf2158be", "fields": { "created_at": "2023-08-12T11:49:00Z", "updated_at": "2026-04-13T18:58:09.089Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2023-08-1515", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "Dr. Mahmoud Abu Ghanayeh committed professional misconduct and negligence. The patient and her mother (also a doctor) were subjected to rude treatment and had their medical questions ignored after a long wait. Not only did the doctor respond sarcastically when they inquired about the quality of the painful procedure, but he also became preoccupied with his mobile phone during the consultation and attempted to dismiss them in an inappropriate manner.", "description": "Dr. Mahmoud Abu Ghanayeh committed professional misconduct and negligence. The patient and her mother (also a doctor) were subjected to rude treatment and had their medical questions ignored after a long wait. Not only did the doctor respond sarcastically when they inquired about the quality of the painful procedure, but he also became preoccupied with his mobile phone during the consultation and attempted to dismiss them in an inappropriate manner.\n\n[Arabic]:\nسوء سلوك مهني وإهمال من قِبل الطبيب محمود أبو غناية؛ حيث واجهت المريضة ووالدتها (وهي طبيبة) فظاظة في التعامل وتجاهلاً لأسئلتهما الطبية بعد انتظار طويل. لم يكتفِ الطبيب بالرد بتهكم عند الاستفسار عن جودة الإجراء الطبي المسبب للألم، بل انشغل بهاتفه المحمول أثناء الاستشارة، محاولاً طردهما بطريقة غير لائقة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-14T11:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-12T21:00:00Z", "second_reminder_sent_at": "2023-08-13T21:00:00Z", "escalated_at": "2023-08-14T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1575689, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 14:49:00", "resolved": null, "escalated": "2023-08-15 00:00:00", "first_reminder": "2023-08-13 00:00:00" }, "imported_at": "2026-04-13T21:58:09.076643", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1515", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1515 } } }, { "model": "complaints.complaint", "pk": "9cab6365-cb90-4570-a88b-ffb4446bca6b", "fields": { "created_at": "2025-01-30T17:01:00Z", "updated_at": "2026-04-13T19:01:14.817Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3631", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in providing service and failure to inform us of the orthodontic appointment at the hospital, requiring repeated visits and delaying treatment.", "description": "Delay in providing service and failure to inform us of the orthodontic appointment at the hospital, requiring repeated visits and delaying treatment.\n\n[Arabic]:\nتأخير في تقديم الخدمة و عدم إبلاغنا بموعد إجراء تقويم الأسنان في المستشفى، مما استدعى مراجعات متكررة وتأخيرًا في العلاج", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-01T17:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-30T17:01:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3631, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "9cb6f4b0-9446-4703-a7a2-2fc8f4e0f1e7", "fields": { "created_at": "2022-11-13T16:56:00Z", "updated_at": "2026-04-13T18:56:31.592Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0535", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No bed was available in the facilities.", "description": "No bed was available in the facilities.\n\n[Arabic]:\nلم يتم توفر سرير في للمرافق ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-12T21:00:00Z", "due_at": "2022-11-15T16:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-12T21:00:00Z", "explanation_received_at": "2022-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150063, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.6.Resources", "classification": "3.6.1.Medical supply shortage" }, "timeline": { "sent": "2022-11-13 00:00:00", "closed": null, "received": "2022-11-13 19:56:00", "resolved": "2022-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.587891", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0535", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 535 } } }, { "model": "complaints.complaint", "pk": "9cbe5a3e-0d3e-4f8b-86cc-d2056bffcf3b", "fields": { "created_at": "2025-11-06T13:57:00Z", "updated_at": "2026-04-13T19:03:13.073Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5242-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"An increase in the invoice amount due to an error made by the Finance Department.\"", "description": "\"An increase in the invoice amount due to an error made by the Finance Department.\"\n\n[Arabic]:\nارتفاع في مبلغ الفاتوره نتيجة خطا من قبل قسم الماليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-08T13:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-06T13:57:00Z", "explanation_received_at": "2025-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5242, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "9cc3c20d-a162-4ddc-9b84-d2a6410a5b52", "fields": { "created_at": "2025-05-07T12:07:00Z", "updated_at": "2026-04-13T19:01:58.047Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "التقارير الطبيه ", "expected_result": "", "reference_number": "CMP-2025-05-4132", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Failure to submit the weapon examination report\"", "description": "\"Failure to submit the weapon examination report\"\n\n[Arabic]:\nعدم رفع تقرير فحص السلاح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-09T12:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-07T12:07:00Z", "explanation_received_at": "2025-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4132, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "9d8281cd-1d55-42f4-aad2-cab80879792a", "fields": { "created_at": "2025-10-21T11:18:00Z", "updated_at": "2026-04-13T19:03:02.872Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMED MAGDY HASSAN ELFAKHARANY", "expected_result": "", "reference_number": "CMP-2025-10-5120", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-23T11:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-21T11:18:00Z", "explanation_received_at": "2025-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5120, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "9dd9f839-b540-49ed-9cdb-604ade0fcef7", "fields": { "created_at": "2025-09-06T16:28:00Z", "updated_at": "2026-04-13T19:02:47.065Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11936-AZZA JAFFAR BASHIR MOHAMED", "expected_result": "", "reference_number": "CMP-2025-09-4754", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No supervision of the case. ", "description": "No supervision of the case. \n\n[Arabic]:\nعدم اشراف على الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-08T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-06T16:28:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4754, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "9dfbba05-523a-42f9-9162-14ffbfbc4a01", "fields": { "created_at": "2023-06-26T10:08:00Z", "updated_at": "2026-04-13T18:57:50.515Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1385", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the clinic20 at 8:40. The nurse told me that the clinics its ended, and the patient could not be received. ", "description": "I attended the clinic20 at 8:40. The nurse told me that the clinics its ended, and the patient could not be received. \n\n[Arabic]:\nحضرت إلى العيادة في الساعة 8:40. أخبرتني الممرضة أن مواعيد العيادة قد انتهت وأنه لا يمكن استقبال المرضى. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-25T21:00:00Z", "due_at": "2023-06-28T10:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-25T21:00:00Z", "explanation_received_at": "2023-06-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-06-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30053234, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2023-06-26 00:00:00", "closed": null, "received": "2023-06-26 13:08:00", "resolved": "2023-06-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:50.512068", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1385", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 1385 } } }, { "model": "complaints.complaint", "pk": "9e12e434-8fb6-4854-a90d-5811eeda4038", "fields": { "created_at": "2023-09-13T15:51:00Z", "updated_at": "2026-04-13T18:58:19.942Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1610", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I was diagnosed by emergency room doctors with monkeypox and was not given leave even though my condition requires it.", "description": " I was diagnosed by emergency room doctors with monkeypox and was not given leave even though my condition requires it.\n\n[Arabic]:\n تم تشخيصي من قبل اطباء الطوارئ بجدري القرده ولم يتم اعطائي اجازه علما ان حالتي تستلزم ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-13T21:00:00Z", "due_at": "2023-09-15T15:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-13T21:00:00Z", "explanation_received_at": "2023-09-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285441, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2023-09-14 00:00:00", "closed": " ", "received": "2023-09-13 18:51:00", "resolved": "2023-09-16 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.934900", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1610", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1610 } } }, { "model": "complaints.complaint", "pk": "9e4db615-1c2c-4ce8-8d89-ab87156c9a83", "fields": { "created_at": "2023-02-27T10:17:00Z", "updated_at": "2026-04-13T18:57:08.091Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2023-02-0915", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "On November 16, 2022, I attended my appointment at an internal medicine clinic. After the attending physician diagnosed me, he informed me that my condition was stable, even though I was suffering from fever and abdominal pain. The doctor's manner was inappropriate, which led to my dissatisfaction.", "description": "On November 16, 2022, I attended my appointment at an internal medicine clinic. After the attending physician diagnosed me, he informed me that my condition was stable, even though I was suffering from fever and abdominal pain. The doctor's manner was inappropriate, which led to my dissatisfaction.\n\n[Arabic]:\nبتاريخ 16 نوفمبر 2022 حضرت الى موعدي في عياده لباطنيه وبعد تشخيص الطبيبي المعالج افادني ان حالتي مستقر رغفم انني كنت اشكو من اعراض حمى والم في البطن وكاتن اسلوب الطبيب غير لائق مما ادى الى استيائي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T10:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-20T21:00:00Z", "second_reminder_sent_at": "2023-02-21T21:00:00Z", "escalated_at": "2023-02-25T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1472014, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.5.Diagnosis", "classification": "1.4.4.Inadequate pain management" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-27 13:17:00", "resolved": "2023-02-28 00:00:00", "escalated": "2023-02-26 00:00:00", "first_reminder": "2023-02-21 00:00:00" }, "imported_at": "2026-04-13T21:57:08.084827", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0915", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 915 } } }, { "model": "complaints.complaint", "pk": "9e8bd623-ede3-413e-96ab-cbacc8c24e1e", "fields": { "created_at": "2023-02-04T12:00:00Z", "updated_at": "2026-04-13T18:57:05.587Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0860", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance company's requests have not been sent for approval.", "description": "The insurance company's requests have not been sent for approval.\n\n[Arabic]:\nلم يتم ارسال طلبات شركة التأمين ليتم الموافقة عليها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-03T21:00:00Z", "due_at": "2023-02-06T12:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-03T21:00:00Z", "explanation_received_at": "2023-02-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249807, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-02-04 00:00:00", "closed": null, "received": "2023-02-04 15:00:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.584636", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0860", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 860 } } }, { "model": "complaints.complaint", "pk": "9ebd7edd-e7c2-4eca-9557-7639f8ad07ec", "fields": { "created_at": "2025-07-27T08:37:00Z", "updated_at": "2026-04-13T19:02:25.649Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-07-4533", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We visited the admission office due to a delivery case. The staff member explained that the total cost would be SAR 8,000. I confirmed this amount with him three times, and he assured me each time that the amount covered all charges, with an additional SAR 6,000 only if extra admission days were needed.\n\n\n\nHowever, after the procedure was completed, I was surprised by a payment request of SAR 18,000 without any prior clarification. I would like the matter to be reviewed and request a refund of S", "description": "We visited the admission office due to a delivery case. The staff member explained that the total cost would be SAR 8,000. I confirmed this amount with him three times, and he assured me each time that the amount covered all charges, with an additional SAR 6,000 only if extra admission days were needed.\n\n\n\nHowever, after the procedure was completed, I was surprised by a payment request of SAR 18,000 without any prior clarification. I would like the matter to be reviewed and request a refund of SAR 3,000.\n\n[Arabic]:\nتمت زيارتنا لمكتب التنويم بسبب حالة ولادة، حيث أوضح موظف المكتب أن جميع التكاليف المترتبة ستكون 8000 ريال، وقد قمت بالتأكد منه ثلاث مرات وأكد لي في كل مرة أن المبلغ شامل لجميع التكاليف، مع إضافة 6000 ريال في حال الحاجة لزيادة أيام التنويم لكن بعد إجراء العملية، فوجئت بطلب دفع مبلغ قدره 18000 ريال دون أن يتم توضيح ذلك مسبقًا ارغب في اعادة النظر واسترجاع مبلغ 3000 ريال \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-29T08:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-27T08:37:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4533, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "9eed3f1c-f4a2-4325-b28e-5b97650c9482", "fields": { "created_at": "2022-11-03T17:03:00Z", "updated_at": "2026-04-13T18:56:30.715Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0488-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 28 OCT 2022, I called the nursery to bring my baby to me . she didn’t responded to me and she closed the phone when I asked her without answering to me . ", "description": "On 28 OCT 2022, I called the nursery to bring my baby to me . she didn’t responded to me and she closed the phone when I asked her without answering to me . \n\n[Arabic]:\nفي 28 أكتوبر 2022، اتصلت بالحضانة لأحضر طفلي إليّ. لم ترد عليّ، وأغلقت الهاتف عندما سألتها دون أن تجيبني.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-02T21:00:00Z", "due_at": "2022-11-05T17:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-05T21:00:00Z", "second_reminder_sent_at": "2022-11-06T21:00:00Z", "escalated_at": "2022-11-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-02T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30192288, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-03 00:00:00", "closed": null, "received": "2022-11-03 20:03:00", "resolved": "2022-11-09 00:00:00", "escalated": "2022-11-08 00:00:00", "first_reminder": "2022-11-06 00:00:00" }, "imported_at": "2026-04-13T21:56:30.708905", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0488-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 488 } } }, { "model": "complaints.complaint", "pk": "9eff0226-56a8-46bd-a207-c1d9252fe522", "fields": { "created_at": "2025-12-25T12:58:00Z", "updated_at": "2026-04-13T19:03:25.378Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5523", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that an intravenous catheter was inserted incorrectly, causing pain for two days, which led to swelling and inflammation in the hand.", "description": "The patient reports that an intravenous catheter was inserted incorrectly, causing pain for two days, which led to swelling and inflammation in the hand.\n\n[Arabic]:\nتفيد المريضه بانه تم بانه تم ادخال انبوب وريدي بشكل خاطئ مما تسبب في الالم لمدة يومان مما ادى الى انتفاخ وتورم في اليد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-27T12:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-25T12:58:00Z", "explanation_received_at": "2025-12-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5523, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "9f0a7146-4639-45ad-bd98-c748e492ce72", "fields": { "created_at": "2024-10-01T09:39:00Z", "updated_at": "2026-04-13T19:00:37.176Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6884-MAJIDA MALAK KESILIA ", "expected_result": "", "reference_number": "CMP-2024-10-2984", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The approach was very unprofessional. She only spoke a couple of words and did not discuss the health condition in detail. She did not attach the x-rays to the request for tests submitted to the insurance and merely wrote a justification: \"I am suffering from pain on the right side.\" My complaint was more detailed, and the symptoms were clear from the changes that appeared on my face and body. Note that all the tests were rejected, and the treatment plan for my condition was delayed. I would lik", "description": "The approach was very unprofessional. She only spoke a couple of words and did not discuss the health condition in detail. She did not attach the x-rays to the request for tests submitted to the insurance and merely wrote a justification: \"I am suffering from pain on the right side.\" My complaint was more detailed, and the symptoms were clear from the changes that appeared on my face and body. Note that all the tests were rejected, and the treatment plan for my condition was delayed. I would like to be referred to another doctor without paying the consultation fee again, as I did not benefit from the first visit. I also request that the x-ray images be attached to the insurance along with the required justifications for the condition.\n\n[Arabic]:\nالأسلوب جدا غير مهني ، تتكلم كلمتين فقط ولا تناقش الحالة الصحية بالتفصيل و لم ترفق الاشعة بطلب التحاليل المرفوع للتأمين و اكتفت بكتابة تبرير \"انني أعاني من الم على الجهة اليمين \" شكوتي كانت مفصلة اكثر و الاعراض كانت واضحة من التغيرات الي بدت على وجهي و جسمي و علما انه تم رفض التحاليل جميعها و تأخير خطة العلاج لحالتي .. ارغب بتحويلي إلى طبيب/ة اخرى مع عدم دفع الكشفية مرة اخرى لعدم استفادتي من الزيارة الاولى و إرفاق صور الاشعة للتأمين مع المبررات المطلوبة للحالة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-30T21:00:00Z", "due_at": "2024-10-03T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-30T21:00:00Z", "explanation_received_at": "2024-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-11T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1112772, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-01 00:00:00", "closed": null, "received": "2024-10-01 12:39:00", "resolved": "2024-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:37.172360", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-2984", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2984 } } }, { "model": "complaints.complaint", "pk": "9f5d76c0-dfa2-4299-9305-8ff7c69ba6c4", "fields": { "created_at": "2024-12-12T10:58:00Z", "updated_at": "2026-04-13T19:01:00.932Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "REEM ALRUMAIYAN - APPROVALS", "expected_result": "", "reference_number": "CMP-2024-12-3339", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "She raised her voice at me and said, when I asked her if she had submitted my daughter's test results for insurance, \"You think I don't have anyone else? I have a thousand patients!\" She looked at me with contempt, stood in my face, and pulled her friend aside to sit with her and silence her. She said, \"You're taking my name? You're going to complain about me? You think I'm afraid?\" I request that the security camera footage from 10:15 to 12:30 be reviewed. I demand that the necessary action be ", "description": "She raised her voice at me and said, when I asked her if she had submitted my daughter's test results for insurance, \"You think I don't have anyone else? I have a thousand patients!\" She looked at me with contempt, stood in my face, and pulled her friend aside to sit with her and silence her. She said, \"You're taking my name? You're going to complain about me? You think I'm afraid?\" I request that the security camera footage from 10:15 to 12:30 be reviewed. I demand that the necessary action be taken.\n\n[Arabic]:\nتطاولت علي برفعة الصوت قالت لي عندما سالتها هل رفعت تحاليل بنتي لتامين اولا (على بالك ماعندي غيرك\nعندي ألف مريض ) واستحقار بنظرات والوقوف في وجهي مع سحب صديقتها لأجالسها وأسكتها قالت مااخذه\nاسمي بتشتكين علي ع بالك بخاف اتمنى الرجوع للكاميرات في وقت الساعه ١٠ وربع إلى ونصف أطالب بأخذ\nالإجراء اللازم .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-13T21:00:00Z", "due_at": "2024-12-14T10:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-13T21:00:00Z", "second_reminder_sent_at": "2024-12-14T21:00:00Z", "escalated_at": "2024-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-13T21:00:00Z", "explanation_received_at": "2024-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30360104, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Assault and \nHarassment", "classification": "Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-12-14 00:00:00", "closed": null, "received": "2024-12-12 13:58:00", "resolved": "2024-12-17 00:00:00", "escalated": "2024-12-17 00:00:00", "first_reminder": "2024-12-14 00:00:00" }, "imported_at": "2026-04-13T22:01:00.930408", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3339", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3339 } } }, { "model": "complaints.complaint", "pk": "9ff43157-d617-474c-92af-00b118f12ed3", "fields": { "created_at": "2024-11-04T10:56:00Z", "updated_at": "2026-04-13T19:00:48.666Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4843-YAMINE ABDUALQADER KERARMA ", "expected_result": "", "reference_number": "CMP-2024-11-3117", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I took my daughter to a doctor to examine her navel and paid 250 riyals for the consultation. There was blood and a protruding lump. The doctor misdiagnosed her condition, diagnosing it as an umbilical infection and prescribing antiseptic for two weeks. On the same day, I went to another specialist and paid another consultation fee of 350 riyals. The diagnosis was completely different; he said it was a polyp and needed to be tied off with sterile thread, which was done. However, because of the d", "description": "I took my daughter to a doctor to examine her navel and paid 250 riyals for the consultation. There was blood and a protruding lump. The doctor misdiagnosed her condition, diagnosing it as an umbilical infection and prescribing antiseptic for two weeks. On the same day, I went to another specialist and paid another consultation fee of 350 riyals. The diagnosis was completely different; he said it was a polyp and needed to be tied off with sterile thread, which was done. However, because of the doctor's misdiagnosis, I paid 250 riyals for the consultation, as well as for antiseptic, plasters, and cotton swabs, all to no avail. The other doctor's diagnosis, for which I paid another consultation fee, resolved the problem immediately. Therefore, I would like a refund of the 250 riyal consultation fee due to the misdiagnosis.\n\n[Arabic]:\n احضرت ابنتي للكشف عن سرتها ودفعت مبلغ الكشفية ٢٥٠ ريال، حيث يظهر دم ولحمة بارزة. تم تشخيص\nحالتها خطأ من قبل الدكتور المذكور، حيث شخّص الحالة بأنها التهاب سرة وصرف معقم لمدة اسبوعين. في نفس\nاليوم ذهبت لاستشاري آخر ودفعت مبلغ كشفية آخر وهو ٣٥٠ ريال وكان التشخيص مختلف تماما، بأنها لحمية\nزائدة ويستوجب ربطها بخيط معقم وتم ذلك ولكن بسبب التشخيص الخاطئ للدكتور دفعت ٢٥٠ ريال كشفية ودفعت مبالغ على المعقم واللصقات واعواد الاذن بدون فائدة حيث ان التشخيص الاخر الذي دفعت فيه كشفيه اخرى قد حل المشكله لديها فورا لذا أرغب باسترجاع مبلغ الكشفية ٢٥٠ ريال بسبب التشخيص الخاطئ للحالة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-08T21:00:00Z", "due_at": "2024-11-06T10:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-09T21:00:00Z", "second_reminder_sent_at": "2024-11-09T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-08T21:00:00Z", "explanation_received_at": "2024-11-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30353708, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-11-09 00:00:00", "closed": null, "received": "2024-11-04 13:56:00", "resolved": "2024-11-11 00:00:00", "escalated": null, "first_reminder": "2024-11-10 00:00:00" }, "imported_at": "2026-04-13T22:00:48.659288", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3117", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 3117 } } }, { "model": "complaints.complaint", "pk": "a00829b8-8862-4576-9943-cd49dd392bb0", "fields": { "created_at": "2024-10-14T09:59:00Z", "updated_at": "2026-04-13T19:00:38.685Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3037", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was approved at Al Hammadi Hospital 4 days ago, and today I am at the hospital and they asked me to open a file and then they asked me to register for a consultation and I paid 33 riyals and then the doctor tried to do tests for me just so I would pay and now at the pharmacy they asked me to pay 270 riyals, of course all this according to their statement that it is the hospital’s policy, knowing that I have a previous approval and the examination was done and so on, please take the necessary a", "description": "I was approved at Al Hammadi Hospital 4 days ago, and today I am at the hospital and they asked me to open a file and then they asked me to register for a consultation and I paid 33 riyals and then the doctor tried to do tests for me just so I would pay and now at the pharmacy they asked me to pay 270 riyals, of course all this according to their statement that it is the hospital’s policy, knowing that I have a previous approval and the examination was done and so on, please take the necessary action regarding this.\n\n[Arabic]:\n تم الموافقه لدى مستشفى الحمادي من ٤ ايام ، و اليوم أنا في المستشفى و طلبوا مني افتح ملف و بعدها طلبوا مني اسجل كشفيه و دفعت ٣٣ ريال و من ثم حاول الدكتور يسويلي تحاليل علشان ادفع فقط و الان في الصيدليه طلبوا مني تدفع ٢٧٠ ريال ، طبعا هذا كله حسب إفادتهم انها سياسة المستشفى ، مع العلم أنا عندي موافقه سابقه و تم الفحص و إلى اخره ، برجاء اتخاذ الإجراء لللازم حيال ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T09:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-10-13T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30350223, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": "2024-10-14 00:00:00", "received": "2024-10-14 12:59:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.675543", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3037", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3037 } } }, { "model": "complaints.complaint", "pk": "a00f9151-f7a4-45e3-a828-91697dc64292", "fields": { "created_at": "2025-10-12T12:17:00Z", "updated_at": "2026-04-13T19:03:00.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARFA HANNA SALLOUM", "expected_result": "", "reference_number": "CMP-2025-10-5070", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "by a staff member who said they needed to be hospitalized urgently to receive IV antibiotics as soon as possible. However, they did not receive any IV antibiotics throughout the entire day. Eventually, they were discharged and prescribed oral antibiotics instead, as they were reportedly doing well.\n\nThis decision should have been made yesterday. If it had, it would have saved us a great deal of unnecessary stress and trouble. I, the mother of the children, was also sick and treated in the ER alo", "description": "by a staff member who said they needed to be hospitalized urgently to receive IV antibiotics as soon as possible. However, they did not receive any IV antibiotics throughout the entire day. Eventually, they were discharged and prescribed oral antibiotics instead, as they were reportedly doing well.\n\nThis decision should have been made yesterday. If it had, it would have saved us a great deal of unnecessary stress and trouble. I, the mother of the children, was also sick and treated in the ER alongside them. I was later discharged and had to stay at home alone, extremely worried about my children being hospitalized — only to find out later that the admission was not even necessary.\n\nThis incident caused us unnecessary inconvenience and emotional distress. The staff member responsible for this poor judgment and failure to take appropriate action should be held accountable.\n\nI kindly request the hospital to thoroughly investigate this matter and take the necessary action to prevent such incidents from happening in the future.\n\n[Arabic]:\nقالت إن الأطفال بحاجة إلى التنويم بشكل عاجل لأنهم يحتاجون إلى مضادات حيوية عبر الوريد بأسرع وقت، ومع ذلك لم يتلقوا أي مضاد حيوي وريدي طوال اليوم، وقد تم الآن إخراجهم من المستشفى مع وصف مضادات حيوية فموية، لأن حالتهم أصبحت جيدة. كان من المفترض أن يتم اتخاذ هذا الإجراء بالأمس، وهو ما كان سيوفر علينا الكثير من العناء، حيث إنني أنا، والدة الأطفال، كنت مريضة أيضًا وتلقيت العلاج في قسم الطوارئ معهم، وتم إخراجي، واضطررت للبقاء في المنزل وحدي قلقة على أطفالي الذين بقوا في المستشفى، ليتضح في النهاية أن الأمر لم يكن يستدعي ذلك. يجب محاسبتها على تقصيرها وعدم اتخاذ الإجراء المناسب في الوقت المناسب. لقد تسببت لنا بإزعاج غير ضروري وضغط نفسي كبير. نرجو من إدارة المستشفى النظر في هذا الأمر واتخاذ الإجراءات المناسبة. شكرًا لكم، ونأمل منكم النظر الجاد في هذه المسألة.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-14T12:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-12T12:17:00Z", "explanation_received_at": "2025-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5070, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "a02243a6-3a83-4955-be34-d61b7a7e1e9b", "fields": { "created_at": "2025-09-27T06:51:00Z", "updated_at": "2026-04-13T19:02:50.493Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "النساء والولاده قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-09-4961", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المريضه انه حين وصولها للطوارئ قد التاخير في تشخيص الحاله وتقديم العلاج اللازم ", "description": "تفيد المريضه انه حين وصولها للطوارئ قد التاخير في تشخيص الحاله وتقديم العلاج اللازم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-29T06:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-27T06:51:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4961, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a036e242-0a49-4f19-80ec-330c34ab00d8", "fields": { "created_at": "2024-11-07T22:27:00Z", "updated_at": "2026-04-13T19:00:48.979Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6884-MAJIDA MALAK KESILIA ", "expected_result": "", "reference_number": "CMP-2024-11-3129", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was seeing Dr. Magda throughout her pregnancy, and she did everything Dr. Magda asked her to do, from tests to scans, and she was punctual. Now, as my wife's delivery date approached, she agreed with Dr. Azza Bashir on a date for the procedure. When Azza ordered tests, all the results came back negative and incomplete, which surprised her greatly, and she postponed the procedure to the time we had agreed upon. My question is, why didn't the previous doctor mention that the patient had ir", "description": "My wife was seeing Dr. Magda throughout her pregnancy, and she did everything Dr. Magda asked her to do, from tests to scans, and she was punctual. Now, as my wife's delivery date approached, she agreed with Dr. Azza Bashir on a date for the procedure. When Azza ordered tests, all the results came back negative and incomplete, which surprised her greatly, and she postponed the procedure to the time we had agreed upon. My question is, why didn't the previous doctor mention that the patient had iron and vitamin deficiencies, and everything else necessary for pregnancy, and she kept saying that everything was fine all that time? I request clarification on this matter.\n\n[Arabic]:\nزوجتي طول فترة الحمل تراجع مع الدكتورة ماجده وكل شي كانت تطلبه منها تعمله من تحاليل واشعه وملتزمه بالمواعيد والان عندما اقتربت ولادة زوجتي اتفقت مع دكتوره عزه بشير على موعد العملية وعندما طلبت عزه تحاليل ظهرت نتيجة كل التحاليل سلبيه و ناقصه واستغربت بشده و اجلت العملية لوقت المفترض متفقين عليه.. سؤالي لماذا لم تذكر الطبيبة السابقة ان المريضة لديها نقص حديد والفيتامينات وكل ما هو ضروري للحامل وقالت ان الامور تمام كل ذلك الوقت , اطلب الافادة بالرد..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-08T21:00:00Z", "due_at": "2024-11-09T22:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-08T21:00:00Z", "explanation_received_at": "2024-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-10T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30107119, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-11-09 00:00:00", "closed": null, "received": "2024-11-08 01:27:00", "resolved": "2024-11-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.970045", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3129", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3129 } } }, { "model": "complaints.complaint", "pk": "a045dcf1-abb1-4d13-b2da-9a5ca16da2f2", "fields": { "created_at": "2024-04-23T17:30:00Z", "updated_at": "2026-04-13T18:59:37.618Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Nizar Burhan Hamdi", "expected_result": "", "reference_number": "CMP-2024-04-2396", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dr. Nizar demanded in a very humiliating manner that the child be quiet because he was crying, which annoyed him. He specifically left the clinic to speak in an inappropriate and rude way, saying, \"Silence the child\" in front of others, with a face full of signs of anger. This embarrassed both my wife and me, and we did not engage in a discussion with him. We left the hospital without receiving the medical service.", "description": "Dr. Nizar demanded in a very humiliating manner that the child be quiet because he was crying, which annoyed him. He specifically left the clinic to speak in an inappropriate and rude way, saying, \"Silence the child\" in front of others, with a face full of signs of anger. This embarrassed both my wife and me, and we did not engage in a discussion with him. We left the hospital without receiving the medical service.\n\n[Arabic]:\nقام الدكتور نزار بطلب اسكات الطفل بشكل مهين جدا وذلك بسبب ان الطفل كان يبكي فكان منزعجا فخرج من\nالعيادة خصيصا ليتحدث بشكل غير لائق وغير مهذب ويقول سكتوا الولد وامام الناس وكان وجهه مليئا بعلامات\nالغضب حيث تم احراجي انا وزوجتي ولم يتم النقاش معه وتم الخروج من المستشفى بدون اخذ الخدمة الطبيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 202, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-23T21:00:00Z", "due_at": "2024-04-25T17:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-26T21:00:00Z", "second_reminder_sent_at": "2024-04-27T21:00:00Z", "escalated_at": "2024-04-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-23T21:00:00Z", "explanation_received_at": "2024-05-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30269344, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-04-24 00:00:00", "closed": null, "received": "2024-04-23 20:30:00", "resolved": "2024-05-02 00:00:00", "escalated": "2024-04-29 00:00:00", "first_reminder": "2024-04-27 00:00:00" }, "imported_at": "2026-04-13T21:59:37.615753", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2396", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة عظام (أطفال)", "main": "الطبي" }, "original_complaint_num": 2396 } } }, { "model": "complaints.complaint", "pk": "a07340b9-468f-4a97-b115-5dab298c6095", "fields": { "created_at": "2022-09-06T13:26:00Z", "updated_at": "2026-04-13T18:56:05.359Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0076", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The sick leave request was not processed.", "description": "The sick leave request was not processed.\n\n[Arabic]:\nلم يتم رفع الاجازه المريضة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-05T21:00:00Z", "due_at": "2022-09-08T13:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-05T21:00:00Z", "explanation_received_at": "2022-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30183641, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-09-06 00:00:00", "closed": null, "received": "2022-09-06 16:26:00", "resolved": "2022-09-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.355212", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0076", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 76 } } }, { "model": "complaints.complaint", "pk": "a089f5b2-7d22-4e35-9cbd-a818bec561c7", "fields": { "created_at": "2024-02-25T12:07:00Z", "updated_at": "2026-04-13T18:59:19.397Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr RATHATH ALSEDIQ ABDULLAH IBRAHIM", "expected_result": "", "reference_number": "CMP-2024-02-2232", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "0ff46825-309b-484b-8eb9-a3327b48e18a", "title": "I was admitted to the ward after jaw surgery and needed painkillers to ease the pain. I asked the doctor for them, but she refused, saying I had already taken them. However, I hadn't taken any painkillers at all, and I mentioned this to the doctor. Not only did she refuse, but she mocked my feelings, telling me to endure the pain while laughing.", "description": "I was admitted to the ward after jaw surgery and needed painkillers to ease the pain. I asked the doctor for them, but she refused, saying I had already taken them. However, I hadn't taken any painkillers at all, and I mentioned this to the doctor. Not only did she refuse, but she mocked my feelings, telling me to endure the pain while laughing.\n\n[Arabic]:\nتم دخولي للتنويم بعد عملية في الفك وكنت احتاج لاخذ مسكنات لتهدئة الالم وطلبت ذلك من الدكتوره لكنها رفضت على اعتبار اني سبق و اخذت المسكنات \nلكني لم اخذ المسكنات اطلاقا وذكرت ذلك للدكتوره ولم ترفض فقط بل سخرت من مشاعري بقولها تحملي الالم وهي تضحك", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-24T21:00:00Z", "due_at": "2024-02-27T12:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-24T21:00:00Z", "explanation_received_at": "2024-02-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-25T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30316291, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.3.Skills and \nConduct", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-02-25 00:00:00", "closed": null, "received": "2024-02-25 15:07:00", "resolved": "2024-02-26 00:00:00", "escalated": null, "first_reminder": "2024-02-26 00:00:00" }, "imported_at": "2026-04-13T21:59:19.392231", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2232", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 2232 } } }, { "model": "complaints.complaint", "pk": "a0a2a305-a0ab-43c7-9551-57740e12b2c3", "fields": { "created_at": "2023-09-09T16:05:00Z", "updated_at": "2026-04-13T18:58:18.844Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1586", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The child's vaccinations have not been added to the Sehaty platform.", "description": " The child's vaccinations have not been added to the Sehaty platform.\n\n[Arabic]:\nلم يتم اضافة تطعيمات الطفله على منصة صحتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-08T21:00:00Z", "due_at": "2023-09-11T16:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-08T21:00:00Z", "explanation_received_at": "2023-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30081040, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-09-09 00:00:00", "closed": " ", "received": "2023-09-09 19:05:00", "resolved": "2023-09-10 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.834832", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1586", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1586 } } }, { "model": "complaints.complaint", "pk": "a0be3e08-bc96-45e9-aca5-68533ce5c8a2", "fields": { "created_at": "2024-04-29T18:10:00Z", "updated_at": "2026-04-13T18:59:38.404Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2415", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I am the mother of the child Hamza, aged 8 months, who was admitted to the hospital last Wednesday for a minor surgical procedure performed by Dr. Abdul Hakim Al-Otaibi. It never crossed my mind that when I entrusted my son to the anesthesiologists, he would become a training dummy for inserting an intravenous line (cannula). When I saw my little one in the recovery room, I couldn't fathom the extent of the pain and suffering he endured alone, powerless to help himself. His four extremities, as", "description": " I am the mother of the child Hamza, aged 8 months, who was admitted to the hospital last Wednesday for a minor surgical procedure performed by Dr. Abdul Hakim Al-Otaibi. It never crossed my mind that when I entrusted my son to the anesthesiologists, he would become a training dummy for inserting an intravenous line (cannula). When I saw my little one in the recovery room, I couldn't fathom the extent of the pain and suffering he endured alone, powerless to help himself. His four extremities, as well as his neck on both sides, were filled with needle pricks and bruising at the insertion sites, indicating numerous attempts—well over dozens—to insert the intravenous line.\n\nThe minutes of fear and pain my child experienced left an unhealed wound in me since then. I understand the difficulty of inserting an intravenous line in infants, but under no circumstances should it exceed two or three attempts, especially in the hands of operating room experts. Notably, a blood sample was drawn for tests prior to the procedure without any struggle, and he was previously admitted months ago without any significant difficulty in inserting the intravenous line.\n\nI am writing this complaint to investigate the reasons behind this incident, identify the responsible party, and hold them accountable in a manner befitting the name and reputation of the hospital to prevent its recurrence and restore patients' confidence in the hospital's name and the competency of its staff. Attached are images of the needle pricks on the right and left arms, hands, legs, and neck from both sides. Thank you.\n\n[Arabic]:\nالسلام عليكم مقدمه لكم والد الطفل حمزة 8 شهور والذي قدم الى المستشفى يوم الأربعاء الماضي لإجراء\nجراحي صغير بواسطة الدكتور عبدالحكيم العتي . لم يكن في مخيلتي حين تركت ابني أمانة بين ايدي استشاريو\nالتخدير أنه سيكون دمية تدريب على ادخال الخط الوريدي ( الكانيولا ) ، فحين رأيت صغيري في غرفة الافاقة لم\nأتصور حجم الألم والمعاناة اللذان مر بهما وحيدا لا حول له ولا قوة وقد امتلأت اطرافه الأربع من الأعلى والاسفل\nوحتي رقبته من الجانبين بوخزات الابر وازرقاق مكان إدخالها ما يدل على محاولات عديده تتعدي العشرات لإدخال\nالخط الوريدي . قد تركت دقائق الخوف والالم والمعاناة التي مر بها صغيري في نفسي جرحا لم يلتئم من حينها .\nأتفهم صعوبة ادخال الخط الوريدي للرضع ولكن لا يجب بحال من الأحوال ان تتعدى المحاولتين او الثلاث ،\nخصوصا بين ايدي خبراء غرف العمليات ، لا سيما انه قد تم سحب عينة دم لإجراء تحاليل العملية قبلها دون معاناه\nوأيضا تم تنويمه قبلها بأشهر بدون معاناه تذكر في ادخال الخط الوريدي . انني اكتب هذه الشكوى للوقوف على\nأسباب هذه الحادثة وتحديد المسؤول ومحاسبته بما يليق باسم وسمعه المستشفى منعا لتكرارها وتجديدا لثقة\nالمرضى في اسم المستشفى وكفاءة منسوبيه . مرفق صور وخزات الابر في الذراع الأيمن والايسر والايدي والارجل\nوالرقبة من الجانبين . وشكرا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-29T21:00:00Z", "due_at": "2024-05-01T18:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-29T21:00:00Z", "explanation_received_at": "2024-05-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292654, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-04-30 00:00:00", "closed": null, "received": "2024-04-29 21:10:00", "resolved": "2024-05-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:38.400411", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2415", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 2415 } } }, { "model": "complaints.complaint", "pk": "a0cc5f71-0a0f-47b1-815b-79ba4c20fbb0", "fields": { "created_at": "2024-04-23T10:44:00Z", "updated_at": "2026-04-13T18:59:37.500Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED ALSALAMI - APPROVALS", "expected_result": "", "reference_number": "CMP-2024-04-2393", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Youssef Al-Namrawi and requested insurance approval for a medical procedure, but it was denied by the insurance company due to missing documents. I consulted the mentioned staff member in the medical approvals department, and he informed me that there was a medical report. I asked him to attach the X-ray images dated 24/8/2023 and 8/4/2024, as this was the insurance’s request. He assured me that he had submitted them. However, when I told him that the insurance said they had not be", "description": "I visited Dr. Youssef Al-Namrawi and requested insurance approval for a medical procedure, but it was denied by the insurance company due to missing documents. I consulted the mentioned staff member in the medical approvals department, and he informed me that there was a medical report. I asked him to attach the X-ray images dated 24/8/2023 and 8/4/2024, as this was the insurance’s request. He assured me that he had submitted them. However, when I told him that the insurance said they had not been submitted, he replied after 3 seconds that he had submitted them again.\n\nLater, the insurance responded that no X-ray reports were attached. I consulted another staff member in the same department (medical approvals), and she confirmed that there were indeed no X-ray reports in the request. She kindly submitted them to the insurance. Within minutes, the approval from the insurance came through.\n\n[Arabic]:\nقمت بمراجعة الدكتور يوسف النمراوي وطلب موافقه التأمين على اجراء طبي وتم الرفض من شركه التأمين\nبحجه نقص في بعض الوثائق..راجعت الموظف المذكور الذي يعمل في قسم الموافقات الطبيه وافادني بانه يوجد\nتقرير طبي..لكن طلبت منه إرفاق صور الاشعه بتواريخ 24/8/2023 و 8/4/2024 وأرجو ارفاقها لان هذا هو طلب\nالتأمين..افادني بانه تم رفعها وعندما اخبرته بان التأمين افادوا بانه لم يتم رفعها..قال لي بعد ٣ ثوان باني رفعتها الآن\nمره اخرى بعدها جاء الرد من التأمين بانه لا يوجد تقارير اشعه مرفقه..قمت بمراجعه موظفة اخرى في نفس قسم\nالموظف (الموافقات الطبيه) وافادتني فعلا بانه لا يوجد اي تقارير للاشعه في الطلب..وقامت مشكورة برفعها\nللتأمين..بعدها بدقائق معدودة جاءت الموافقه من قبل التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-23T21:00:00Z", "due_at": "2024-04-25T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-23T21:00:00Z", "explanation_received_at": "2024-04-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-04-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1290513, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-04-24 00:00:00", "closed": null, "received": "2024-04-23 13:44:00", "resolved": "2024-04-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.490558", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2393", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2393 } } }, { "model": "complaints.complaint", "pk": "a0dfef91-f832-46b8-baec-5071f74a78ac", "fields": { "created_at": "2025-09-18T17:17:00Z", "updated_at": "2026-04-13T19:02:49.553Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "6722-DAAD ZOUKAN KARKOUT ", "expected_result": "", "reference_number": "CMP-2025-09-4895", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that Dr. Daad performed a painful internal examination and spoke to her with negative words, causing her psychological stress. On the day of her delivery, another examination was conducted in the same manner, where the doctor raised her voice and used vulgar language, leading to the patient's panic and worsening mental state. The patient noted that this psychological pressure may have contributed to her decision to opt for a cesarean section instead of a natural birth.", "description": "The patient reported that Dr. Daad performed a painful internal examination and spoke to her with negative words, causing her psychological stress. On the day of her delivery, another examination was conducted in the same manner, where the doctor raised her voice and used vulgar language, leading to the patient's panic and worsening mental state. The patient noted that this psychological pressure may have contributed to her decision to opt for a cesarean section instead of a natural birth.\n\n[Arabic]:\nالمريضة أفادت بأن الدكتورة دعد أجرت لها فحصًا داخليًا مؤلمًا وتحدثت إليها بكلمات سلبية، مما سبب لها ضغطًا نفسيًا. في يوم الولادة، أُجري لها فحص آخر بنفس الأسلوب، حيث رفعت الطبيبة صوتها واستخدمت ألفاظًا بذيئة، مما أدى إلى ذعرها وتدهور حالتها النفسية. وأشارت المريضة إلى أن هذا الضغط النفسي ربما كان سببًا في تحولها إلى الولادة القيصرية بدلًا من الطبيعية.\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-20T17:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-18T17:17:00Z", "explanation_received_at": "2025-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4895, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a0e3e449-6b98-4c47-b53e-8285c659a384", "fields": { "created_at": "2023-07-04T09:46:00Z", "updated_at": "2026-04-13T18:57:58.835Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1404", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed stimulating injections, and we went to the hospital to take the dose for the patient. We went to the on-duty manager at approximately 11 pm, and he refused to receive us. The reasons were not explained, noting that the injection must be taken at a specific time and cannot be postponed. In addition, the clinic 20 closes at that time, and there is no other solution.", "description": "The doctor prescribed stimulating injections, and we went to the hospital to take the dose for the patient. We went to the on-duty manager at approximately 11 pm, and he refused to receive us. The reasons were not explained, noting that the injection must be taken at a specific time and cannot be postponed. In addition, the clinic 20 closes at that time, and there is no other solution.\n\n[Arabic]:\nتم صرف ابر تنشيط من قبل الدكتوره وتم التوجه للمستشفى لاخذ الجرعه للمريضه وتم التوجه للمدير المناوب الساعه 11 ليلا تقريبا وتم رفض استقبالنا ولم بتم توضيح الاسباب علما بضرورة اخذ الابره بوقت معين ولا يمكن تاجيله بالاضافه الى انه يتم انتهاء عمل عياده 20 بذلك الوقت ولا يوجد حل اخر. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-03T21:00:00Z", "due_at": "2023-07-06T09:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-03T21:00:00Z", "explanation_received_at": "2023-07-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30219053, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.12.Refusal to vaccinate" }, "timeline": { "sent": "2023-07-04 00:00:00", "closed": null, "received": "2023-07-04 12:46:00", "resolved": "2023-07-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.831578", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1404", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1404 } } }, { "model": "complaints.complaint", "pk": "a1012757-6289-4b77-93b6-7f428ac40622", "fields": { "created_at": "2022-09-27T11:58:00Z", "updated_at": "2026-04-13T18:56:08.884Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0263", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A urine analysis was performed, and I was informed by the laboratory that the sample was not processed correctly. The analysis was requested to be repeated, and I paid the fee for the repeated analysis, even though I am a patient referred from the Security Forces Hospital and I should not have to pay.", "description": "A urine analysis was performed, and I was informed by the laboratory that the sample was not processed correctly. The analysis was requested to be repeated, and I paid the fee for the repeated analysis, even though I am a patient referred from the Security Forces Hospital and I should not have to pay.\n\n[Arabic]:\nتم عمل تحليل بول وتم اخباري من قبل المختبر بان العينة لم تعمل بالشكل الصحيح حيث تم طلب اعادة عمل التحليل وتم دفع مبلغ التحليل المعاد على الرغم من انني من المرضى المحولين من مستشفى قوى الامن ولا يجب علي الدفع . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T11:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": "2022-10-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221493, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 14:58:00", "resolved": "2022-10-02 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:08.877193", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0263", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 263 } } }, { "model": "complaints.complaint", "pk": "a10f9c9a-1707-422f-8898-a38f68326bed", "fields": { "created_at": "2025-09-15T17:56:00Z", "updated_at": "2026-04-13T19:02:48.937Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15405-AHMED SAAD ABDEL KARIM", "expected_result": "", "reference_number": "CMP-2025-09-4864-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On September 8th, I was admitted to the hospital for a scheduled laparoscopic surgery to remove a cyst on my right ovary. I was initially informed by Dr. Marwa Abdulkarim that she would be performing the procedure. However, just before entering the operating room, I was surprised to be asked by Dr. Ahmed Saad Abdulkarim to sign additional consent forms, and I was informed that he, not Dr. Marwa, would be performing the surgery—without any prior notice or explanation.\n\nI was told the procedure wo", "description": "On September 8th, I was admitted to the hospital for a scheduled laparoscopic surgery to remove a cyst on my right ovary. I was initially informed by Dr. Marwa Abdulkarim that she would be performing the procedure. However, just before entering the operating room, I was surprised to be asked by Dr. Ahmed Saad Abdulkarim to sign additional consent forms, and I was informed that he, not Dr. Marwa, would be performing the surgery—without any prior notice or explanation.\n\nI was told the procedure would take one hour, but it lasted five hours. The following day, I was informed that the surgery was successful and the cyst was removed. However, I was also told that an unintended medical error occurred—a bladder perforation—which required the insertion of a urinary catheter for ten days.\n\nWhen I requested a detailed medical report explaining the procedure and the error, I was not provided with one. I believe this is a violation of my right to understand the full details of my condition and what happened during surgery.\n\n[Arabic]:\nبتاريخ 8 سبتمبر، حضرت إلى المستشفى لإجراء عملية منظار لاستئصال كيس في المبيض الأيمن، وقد تم إبلاغي من قبل الدكتورة مروى عبدالكريم بأنها من ستجري العملية. إلا أنه قبل دخول غرفة العمليات، فوجئت بإبلاغي أن الدكتور أحمد سعد عبدالكريم هو من سيقوم بها، دون إشعار مسبق.\n\nأبلغني الدكتور أن العملية ستستغرق ساعة، لكنها امتدت إلى خمس ساعات، وفي اليوم التالي تم إعلامي بنجاح العملية، مع الاعتراف بحدوث ثقب في المثانة استدعى تركيب قسطرة بولية لمدة 10 أيام.\n\nوعند طلبي لتقرير طبي مفصل حول ما جرى، لم يتم تزويدي به، مما أعدّه مساساً بحقي في معرفة تفاصيل حالتي وما تعرضت له من خطأ طبي غير مقصود.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-17T17:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-15T17:56:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4864, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a124dce1-5ed0-4bbf-95d7-2a21f1b2f21f", "fields": { "created_at": "2022-11-16T10:52:00Z", "updated_at": "2026-04-13T18:56:32.028Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8635-EZZAT ABDEL AZIEM ALI ", "expected_result": "", "reference_number": "CMP-2022-11-0544", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We entered Dr. Azza’s office and spoke with him. He was extremely busy and did not listen to the patient. He questioned her unprofessionally about why she came to the clinic. When we asked the doctor about previous prescriptions that were taken from another hospital, the doctor replied by telling us to go to the hospital where the medication was previously dispensed. He treated us in an inappropriate manner.", "description": "We entered Dr. Azza’s office and spoke with him. He was extremely busy and did not listen to the patient. He questioned her unprofessionally about why she came to the clinic. When we asked the doctor about previous prescriptions that were taken from another hospital, the doctor replied by telling us to go to the hospital where the medication was previously dispensed. He treated us in an inappropriate manner.\n\n[Arabic]:\nتم الدخول الى الدكتور عزة وتم التحدث معه وكان في قمة الانشغال ولم يكن مستمع للمريضه ويتم سوالها بطريقة غير مهنيه لماذا حضرتي للعياده وعند سوال الدكتورعن وصفات سابقه تم اخذها من مستشفى اخر يتم الرد من قبل الطبيب بالذهاب الى المستشفى الذي تم صرف الدواء منه سابقا قام بالتعامل معنا بطريقه غير لائقه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-15T21:00:00Z", "due_at": "2022-11-18T10:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-15T21:00:00Z", "explanation_received_at": "2022-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235238, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-11-16 00:00:00", "closed": null, "received": "2022-11-16 13:52:00", "resolved": "2022-11-30 00:00:00", "escalated": null, "first_reminder": "2022-11-22 00:00:00" }, "imported_at": "2026-04-13T21:56:32.023609", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0544", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 544 } } }, { "model": "complaints.complaint", "pk": "a12c9cbd-5156-4827-b668-1e565015223f", "fields": { "created_at": "2022-10-31T11:13:00Z", "updated_at": "2026-04-13T18:56:22.570Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4920-ADEL MOHAMMED ALHUSSAMI ", "expected_result": "", "reference_number": "CMP-2022-10-0486", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 26, 2022, my daughter was admitted to the intensive care unit. When the doctor came, he asked my daughter, “Are you male or female?” This is an infringement on her rights and is completely unacceptable. This led to my daughter’s extreme distress because of the question directed at her.", "description": "On October 26, 2022, my daughter was admitted to the intensive care unit. When the doctor came, he asked my daughter, “Are you male or female?” This is an infringement on her rights and is completely unacceptable. This led to my daughter’s extreme distress because of the question directed at her.\n\n[Arabic]:\nبتاريخ 26 اكتوبر2022 تم تنويم ابنتي بالعناية المركزة ، عند حضور الطبيب تم سؤال ابنتي ( انت ذكر ولا انثى ) وهذا الامر يعد تعدي عليها ولا يقبل نهائيًا وادى ذلك الى استياء ابنتي الشديد بسبب سؤاله الموجهه لها . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": null, "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-31T21:00:00Z", "second_reminder_sent_at": "2022-11-01T21:00:00Z", "escalated_at": "2022-11-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1553861, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.4.Discrimination" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2022-10-31 14:13:00", "resolved": null, "escalated": "2022-11-03 00:00:00", "first_reminder": "2022-11-01 00:00:00" }, "imported_at": "2026-04-13T21:56:22.559958", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0486", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الباطنية", "main": "الطبي" }, "original_complaint_num": 486 } } }, { "model": "complaints.complaint", "pk": "a15f6f9e-ac8c-4e2f-bdbf-54179b6d7f43", "fields": { "created_at": "2025-10-19T15:46:00Z", "updated_at": "2026-04-13T19:03:02.618Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5112-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يفيد المريض بأن استجابة الفريق الطبي للعنايه المركزه كانت جدا متاخره في تقديم الخدمه ", "description": "يفيد المريض بأن استجابة الفريق الطبي للعنايه المركزه كانت جدا متاخره في تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T15:46:00Z", "explanation_received_at": "2025-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5112, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "a165deb1-8d3c-4897-9e71-e4825ef9e2a7", "fields": { "created_at": "2023-08-02T16:21:00Z", "updated_at": "2026-04-13T18:58:08.160Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1482", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "1- Verbal abuse without prior interaction. 2- Slander and mistreatment of the patient.", "description": "1- Verbal abuse without prior interaction. 2- Slander and mistreatment of the patient.\n\n[Arabic]:\n ١ -تهجم بالالفاظ بدون سابق تعامل ٢ -افتراء على المريض بالقول و سوء تعامل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-04T16:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": "2023-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1749128, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-02 19:21:00", "resolved": "2023-08-14 00:00:00", "escalated": null, "first_reminder": "2023-08-14 00:00:00" }, "imported_at": "2026-04-13T21:58:08.156929", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1482", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1482 } } }, { "model": "complaints.complaint", "pk": "a18286e1-e439-48f1-876e-dc7cc3838026", "fields": { "created_at": "2023-01-17T10:14:00Z", "updated_at": "2026-04-13T18:56:55.240Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. KAREEM AHMED", "expected_result": "", "reference_number": "CMP-2023-01-0783", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A few days ago, I accessed your application to book an appointment for my son at the dermatology clinic. I did not know how to access or enter my son’s details in the application, so I booked the appointment under my name.\nYesterday, we attended the appointment, and the reception staff informed us that the appointment was under the father’s name, but it was actually for the son, Mubarak (0030059140ALHH). They were cooperative, and we waited until we entered to see the doctor.\nAt the beginning, h", "description": "A few days ago, I accessed your application to book an appointment for my son at the dermatology clinic. I did not know how to access or enter my son’s details in the application, so I booked the appointment under my name.\nYesterday, we attended the appointment, and the reception staff informed us that the appointment was under the father’s name, but it was actually for the son, Mubarak (0030059140ALHH). They were cooperative, and we waited until we entered to see the doctor.\nAt the beginning, he seemed surprised and asked us, “How did you enter? Do you have an appointment?” I told him yes. He said that what appeared in your system was “Walk-in,” as I recall. I informed him that I had booked the appointment under my name (the father).\nAfter that, he examined my son. When he wanted to examine the thigh area near the sensitive region, the child hesitated out of shyness until we convinced him (this lasted between half a minute to 45 seconds only, no more). During that time, the doctor appeared annoyed and made me feel that he had other patients waiting and that he was delayed, whereas he was supposed to wait. After that, he conducted the examination quickly, and I do not believe he took sufficient time for the examination.\nAfter we finished, he informed us that the treatment is cryotherapy (cold cauterization), but that it would be painful for a child his age, and he asked us, “Will he تحمل it?” I replied, “How would I know?” My wife and I asked if there was any other method, and he said this is the treatment. Then I asked whether there were any medications. He said there is a cream and a solution that can be applied, but the solution is burning and may reach the child’s sensitive area.\nWhen we were leaving, I asked him whether, after applying the medication, I could cover the area with gauze or a bandage so that the medicine would not reach the sensitive area. He said yes, and that it is preferable to do so. I felt that I had to ask in order to extract the information from him.\nIn conclusion, I am not responsible for being entered to see him without his prior approval, nor for his delay in the clinic, nor for the presence of other patients waiting after us. I am not the one who should bear the blame for those matters. I almost do not trust the accuracy of his diagnosis, and I will visit another doctor at another hospital to make sure. I regret this visit.\n\n[Arabic]:\nقبل عدة أيام قمت بالدخول لتطبيقكم لحجز موعد لابني في عيادة الجلدية، ولم أعرف كيفية الوصول لبيانات ابني في التطبيق، فقمت بحجز الموعد باسمي.\nوبالأمس قمنا بالحضور للموعد، وأخبرنا الإخوة في الاستقبال بأن الموعد باسم الأب، ولكنه فعليًا للابن مبارك (0030059140ALHH)، وقد كانوا متعاونين وانتظرنا إلى أن دخلنا للطبيب.\nوفي البداية استغرب وسألنا: كيف دخلتم؟ وهل عندكم موعد؟ وأفدته نعم، فقال إن الظاهر أمامه في برنامجكم (Walk-in) حسبما أتذكر، وأفدته أنني قمت بحجز الموعد باسمي (الأب).\nوبعد ذلك قام بالكشف على ابني، وعندما نرغب بالكشف على منطقة الفخذ بالقرب من المنطقة الحساسة، كان الطفل يمتنع للاستحياء إلى أن أقنعناه (واستمر ذلك ما بين نصف دقيقة إلى 45 ثانية فقط لا أكثر)، وخلال تلك المدة كان الطبيب متضايقًا ويُشعرني بأن لديه مراجعين آخرين وأنه تأخر، والمفروض أنه ينتظر، وبعد ذلك قام بالكشف بسرعة ولا أعتقد أنه أخذ وقته الكافي في الكشف.\nوبعد أن فرغنا من الكشف أفادنا بأن العلاج بالكي البارد، ولكنه سيكون مؤلمًا لطفل في عمره، وسألنا: هل سيتحمل؟ وأجبته: كيف لي أن أعرف؟ وسألناه أنا ووالدته عن أي طريقة أخرى، وأفاد أن هذا هو العلاج، ومن ثم سألته: هل يوجد أدوية؟ فقال يوجد كريم ومحلول يمكن وضعهما، ولكن المحلول حارق وقد يصل للمنطقة الحساسة للطفل.\nوعند خروجنا سألته: هل ممكن بعد وضع الدواء أن أقوم بتغطية المنطقة بشاش أو لاصق لكي لا يصل الدواء للمنطقة الحساسة؟ فقال نعم، ويفضل ذلك، وأحسست أنه يجب عليّ السؤال لكي أستخرج المعلومة منه.\nالخلاصة: أنا لست مسؤولًا عن إدخالنا له دون موافقته الكريمة، أو عن تأخره في العيادة، أو عن أن هناك مراجعين آخرين ينتظرون بعدنا، ولست من يجب عليه تلقي اللوم عن تلك الأشياء، وأكاد لا أثق في دقة تشخيصه، وسأقوم بزيارة طبيب آخر في مستشفى آخر للتأكد، وأنا نادم على هذه الزيارة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-17T21:00:00Z", "due_at": "2023-01-19T10:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-17T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "ALHH.0030059140", "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.2.Patient journey", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-01-18 00:00:00", "closed": "2023-01-18 00:00:00", "received": "2023-01-17 13:14:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.233892", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0783", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 783 } } }, { "model": "complaints.complaint", "pk": "a18b7830-b1ac-4164-b929-f7529d5b0e14", "fields": { "created_at": "2023-11-06T12:52:00Z", "updated_at": "2026-04-13T18:58:41.791Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1806", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The tests were performed but are not showing up in the app and there has been no response.", "description": "The tests were performed but are not showing up in the app and there has been no response.\n\n[Arabic]:\nتم اجراء التحاليل ولاتظهر بالتطبيق ولم يتم التجاوب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-05T21:00:00Z", "due_at": "2023-11-08T12:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-05T21:00:00Z", "explanation_received_at": "2023-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295256, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-06 00:00:00", "closed": null, "received": "2023-11-06 15:52:00", "resolved": "2023-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.787406", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1806", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1806 } } }, { "model": "complaints.complaint", "pk": "a18f2300-f472-42c9-8f57-f3d5c7860d63", "fields": { "created_at": "2024-12-05T11:13:00Z", "updated_at": "2026-04-13T19:00:59.854Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ROZETHA", "expected_result": "", "reference_number": "CMP-2024-12-3298", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Today I visited the radiology department to have an X-ray with contrast dye with Dr. Rozta, who performed the X-ray. The experience with her was very bad. There was no procedure or treatment. At first, I could not bear the pain and informed the doctor about that, but she did not pay attention to me and completed the procedure without listening to me. She was in a hurry. After she finished the X-ray, she forcibly removed the instrument from inside, knowing that I had done the procedure before and", "description": "Today I visited the radiology department to have an X-ray with contrast dye with Dr. Rozta, who performed the X-ray. The experience with her was very bad. There was no procedure or treatment. At first, I could not bear the pain and informed the doctor about that, but she did not pay attention to me and completed the procedure without listening to me. She was in a hurry. After she finished the X-ray, she forcibly removed the instrument from inside, knowing that I had done the procedure before and it was not with the same unbearable pain. She was cleaning in a very harsh way that was unbearable. After the procedure was finished, I found blood and I asked questions, but there was no explanation. She just left after finishing the procedure without any response or interaction with me.\n\n[Arabic]:\nاليوم زرت قسم الاشعه لعمل اشعة مع الصبغه مع الدكتوره روزتا اللي سوت لي الاشعه التجربه معها كانت جدا سيئه لا اجراء ولا تعامل في البدايه لم اتحمل الالم وابلغت الدكتوره بذلك ولم تلقي لي بال واكملت الاجراء بدون الاستماع لي وكانت في عجله من امرها وبعد ماانتهت من عمل الاشعه قامت بنزع الاداه بالداخل بقوة علما ان قمت بعمل الاجراء سابقا ولم يكن بنفس الالم الغير محتمل وكانت تقوم بالتنظيف بطريقه قاسهيه جدا لا يمكن تحملها وبعد انتهاء الاجراء وجدت دم وقمت بالتسائل ولم يكن هناك اي شرح بل قامت بالخروج بعد انتهاء عمل الاجراء بدون اي رد او تجاوب معي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-04T21:00:00Z", "due_at": "2024-12-07T11:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-06T21:00:00Z", "second_reminder_sent_at": "2024-12-07T21:00:00Z", "escalated_at": "2024-12-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30043949, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Rough treatment" }, "timeline": { "sent": "2024-12-05 00:00:00", "closed": null, "received": "2024-12-05 14:13:00", "resolved": null, "escalated": "2024-12-08 00:00:00", "first_reminder": "2024-12-07 00:00:00" }, "imported_at": "2026-04-13T22:00:59.851003", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3298", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 3298 } } }, { "model": "complaints.complaint", "pk": "a199a153-7e08-4762-b094-856c104c29b8", "fields": { "created_at": "2022-09-06T16:15:00Z", "updated_at": "2026-04-13T18:56:05.411Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0078", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 6-09-2022, the MRI department was transferred to the emergency room to administer an anesthetic to the child. We waited for more than an hour just for a nurse to come and administer the medication, but everyone sent us to another without them knowing anything about the case or the existence of the request, even though the request papers were submitted to the emergency reception, the fees were paid, and the request was placed in the doctors' room. We informed them about the case upon our arriv", "description": "On 6-09-2022, the MRI department was transferred to the emergency room to administer an anesthetic to the child. We waited for more than an hour just for a nurse to come and administer the medication, but everyone sent us to another without them knowing anything about the case or the existence of the request, even though the request papers were submitted to the emergency reception, the fees were paid, and the request was placed in the doctors' room. We informed them about the case upon our arrival, and the doctors confirmed that they were aware of the request from the previous day. In addition, this led to a problem with the MRI appointments in terms of not completing the MRI scan at the time specified for us.\n\n[Arabic]:\nبتاريخ 6-09-2022 تم التحويل من قسم الأشعة الرنين المغناطيسي إلى الطوارئ لإعطاء دواء مخدر للطفلة، انتظرنا أكثر من ساعة فقط كي تحضر ممرضة لتعطيها الدواء ولكن كل شخص يرسلنا إلى الآخر دون معرفتهم أي شيء عن الحالة أو عن وجود الطلب مع العلم أنه تم تسليم أوراق الطلب باستقبال الطوارئ ودفع الرسوم وتم وضع الطلب في غرفة الأطباء واخبارهم عن الحالة وقت وصولنا وتم التأكيد من الأطباء على أنهم على علم عن الطلب من اليوم السابق بالاضافة ادى ذلك الى اشكالية في مواعيد الرنين المغناطيسي من ناحية عدم اتمام اشعة الرنين في الوقت المحدد لنا . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-07T21:00:00Z", "due_at": "2022-09-08T16:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-07T21:00:00Z", "explanation_received_at": "2022-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30101507, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-08 00:00:00", "closed": null, "received": "2022-09-06 19:15:00", "resolved": "2022-09-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.408678", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0078", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 78 } } }, { "model": "complaints.complaint", "pk": "a1ad9010-995d-41e7-9a9f-a22a15260942", "fields": { "created_at": "2023-10-07T16:39:00Z", "updated_at": "2026-04-13T18:58:29.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1679", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in providing services, and when I approached the clinic supervisor, he told me to file a complaint and spoke to me in an indifferent manner.", "description": "There was a delay in providing services, and when I approached the clinic supervisor, he told me to file a complaint and spoke to me in an indifferent manner.\n\n[Arabic]:\nيوجد تاخير في تقديم الخدمات وعند التوجهه لمشرف العيادات تم ابلاغي من قبله بتقديم شكوى والتحدث معي بطريقه غير مباليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-06T21:00:00Z", "due_at": "2023-10-09T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-06T21:00:00Z", "explanation_received_at": "2023-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30270302, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Administrative\nPolicies and\nProcedures", "classification": "Required Service not obtained" }, "timeline": { "sent": "2023-10-07 00:00:00", "closed": null, "received": "2023-10-07 19:39:00", "resolved": "2023-10-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.433362", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1679", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1679 } } }, { "model": "complaints.complaint", "pk": "a1b93b88-d324-44d1-a33f-744a444b9240", "fields": { "created_at": "2025-01-30T14:35:00Z", "updated_at": "2026-04-13T19:01:14.767Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3630", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in dispensing the medication.\n\n\n\n", "description": "Delay in dispensing the medication.\n\n\n\n\n\n[Arabic]:\nلم يتم صرف الادوية لي حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-01T14:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-30T14:35:00Z", "explanation_received_at": "2025-01-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3630, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a1cf994b-df2b-4aa5-82b8-4ed92ce15e95", "fields": { "created_at": "2025-05-19T13:15:00Z", "updated_at": "2026-04-13T19:01:59.891Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فتاة نبعه ", "expected_result": "", "reference_number": "CMP-2025-05-4190", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-21T13:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-19T13:15:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4190, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "a1d412fa-c573-4fc5-9bf5-c3e0961a7def", "fields": { "created_at": "2025-05-06T13:20:00Z", "updated_at": "2026-04-13T19:01:57.915Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-05-4128", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse failed to take the vital signs such as temperature and blood pressure, mumbled\nincomprehensibly, and struck the lower part of the examination bed in an aggressive and\ninappropriate manner, causing a loud noise throughout the clinic. This behavior is unacceptable, and\neven the doctor expressed disapproval. We request that appropriate action be taken\n.against the nurse_x000D_", "description": "The nurse failed to take the vital signs such as temperature and blood pressure, mumbled\nincomprehensibly, and struck the lower part of the examination bed in an aggressive and\ninappropriate manner, causing a loud noise throughout the clinic. This behavior is unacceptable, and\neven the doctor expressed disapproval. We request that appropriate action be taken\n.against the nurse_x000D_\n\n[Arabic]:\nلم تقم الممرضة بقياس العلامات الحيوية مثل الحرارة والضغط، وتحدثت بطريقة غير مفهومة، ثم قامت بضرب أسفل سرير الفحص بعنف وبشكل غير لائق، ما تسبب في صوت عالٍ في العيادة. هذا السلوك غير مقبول، وقد أبدى الطبيب استياءه منه. نرجو اتخاذ الإجراء المناسب بحق الممرضة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-08T13:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-06T13:20:00Z", "explanation_received_at": "2025-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4128, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "a2031d2a-ad6e-4a0a-98c9-7b33375bd471", "fields": { "created_at": "2022-09-21T09:44:00Z", "updated_at": "2026-04-13T18:56:07.389Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. RAZETHA MOHAMMED", "expected_result": "", "reference_number": "CMP-2022-09-0028", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was treated harshly by the doctor, and she was treated unprofessionally when she asked for pain medication. The doctor raised her voice and there was no cooperation with her during childbirth.", "description": "My wife was treated harshly by the doctor, and she was treated unprofessionally when she asked for pain medication. The doctor raised her voice and there was no cooperation with her during childbirth.\n\n[Arabic]:\nتم معاملة زوجتي بطريقة قاسيه من قبل الدكتورة وتم التعامل مع زوجتي بطريقة غير مهنيه عند طلب باعطاء مسكن حيث تم رفع الصوت على زوجتي ولم يكن هناك تعاون معها اثناء وقت الولاده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-31T21:00:00Z", "due_at": "2022-09-23T09:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-06T21:00:00Z", "second_reminder_sent_at": "2022-09-07T21:00:00Z", "escalated_at": "2022-09-19T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-08-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1735943, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2022-09-01 00:00:00", "closed": "2022-10-10 00:00:00", "received": "2022-09-21 12:44:00", "resolved": null, "escalated": "2022-09-20 00:00:00", "first_reminder": "2022-09-07 00:00:00" }, "imported_at": "2026-04-13T21:56:07.378866", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0028", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 28 } } }, { "model": "complaints.complaint", "pk": "a23ee738-bf2b-495e-aa23-67f9cdedd14a", "fields": { "created_at": "2025-07-13T08:56:00Z", "updated_at": "2026-04-13T19:02:23.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4451", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We would like to inform you that the patient has a follow-up appointment and has been requested to undergo tests. He was informed that the claim could not be submitted to the insurance company. We contacted the insurance company, and they stated that they had not received any request from the hospital in this regard.", "description": "We would like to inform you that the patient has a follow-up appointment and has been requested to undergo tests. He was informed that the claim could not be submitted to the insurance company. We contacted the insurance company, and they stated that they had not received any request from the hospital in this regard.\n\n[Arabic]:\nنفيدكم بأن المراجع لديه موعد مراجعة ، وتم طلب التحاليل له. وقد تم إبلاغه بأنه لا يمكن رفع الطلب على التأمين. تم التواصل مع شركة التأمين، وأفادوا بأنه لم يصلهم أي طلب من المستشفى بهذا الخصوص.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-15T08:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-13T08:56:00Z", "explanation_received_at": "2025-07-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4451, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "a2414803-1cef-4d11-adf9-1304359f8a49", "fields": { "created_at": "2025-10-25T06:20:00Z", "updated_at": "2026-04-13T19:03:03.277Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5147", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-27T06:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-25T06:20:00Z", "explanation_received_at": "2025-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5147, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "a25c9c15-8a5b-44f5-a932-95e8f637f99c", "fields": { "created_at": "2023-09-19T09:17:00Z", "updated_at": "2026-04-13T18:58:20.383Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1630", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient's name has not been confirmed.", "description": " The patient's name has not been confirmed.\n\n[Arabic]:\nلم يتم التأكد من صحة اسم المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-18T21:00:00Z", "due_at": "2023-09-21T09:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-18T21:00:00Z", "explanation_received_at": "2023-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30094572, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-09-19 00:00:00", "closed": " ", "received": "2023-09-19 12:17:00", "resolved": "2023-12-06 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.377962", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1630", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 1630 } } }, { "model": "complaints.complaint", "pk": "a29d9dd2-1623-4599-afe7-9b985d1852e9", "fields": { "created_at": "2025-02-12T15:34:00Z", "updated_at": "2026-04-13T19:01:24.990Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "محمد الأمين", "expected_result": "", "reference_number": "CMP-2025-02-3716", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "doctor gave the patient a needle in her knee which cause continus sever paim ", "description": "doctor gave the patient a needle in her knee which cause continus sever paim \n\n[Arabic]:\nاعطى الطبيب المراجعة ابرة للاحتكاك تسببت لها بالام شديدة متواصلة لايام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-14T15:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-12T15:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3716, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "a29e1747-9363-4dee-914c-ac4481bf5cb7", "fields": { "created_at": "2025-05-17T11:54:00Z", "updated_at": "2026-04-13T19:01:59.418Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الاشعه ", "expected_result": "", "reference_number": "CMP-2025-05-4175", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The radiologist was talking on his mobile phone during the ultrasound examination and placed his elbow on the patient's thigh. The patient alerted him and asked him to lift his arm. He repeated the ultrasound multiple times while ignoring the patient's request. After the patient reminded him several times, he ended his phone call but continued the ultrasound in an inappropriate manner by placing both his hands and elbow on the patient's abdomen and thigh. This led the patient to request that he ", "description": "The radiologist was talking on his mobile phone during the ultrasound examination and placed his elbow on the patient's thigh. The patient alerted him and asked him to lift his arm. He repeated the ultrasound multiple times while ignoring the patient's request. After the patient reminded him several times, he ended his phone call but continued the ultrasound in an inappropriate manner by placing both his hands and elbow on the patient's abdomen and thigh. This led the patient to request that he stop due to his poor handling of an emergency patient. The doctor then quickly left the room.\n\n\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-19T11:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-17T11:54:00Z", "explanation_received_at": "2025-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4175, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "a2a3c728-12cb-470d-b5c4-8314522ff2a0", "fields": { "created_at": "2023-04-10T07:49:00Z", "updated_at": "2026-04-13T18:57:28.555Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1146", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There has been no response regarding booking an appointment for a hand assessment.", "description": "There has been no response regarding booking an appointment for a hand assessment.\n\n[Arabic]:\nلايتم الرد عليها لحجز موعد لتخطيط اليد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-09T21:00:00Z", "due_at": "2023-04-12T07:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-09T21:00:00Z", "explanation_received_at": "2023-04-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30171186, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-04-10 00:00:00", "closed": null, "received": "2023-04-10 10:49:00", "resolved": "2023-04-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.548837", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1146", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1146 } } }, { "model": "complaints.complaint", "pk": "a2b873b8-a344-4d38-9bd7-c6aae26854c1", "fields": { "created_at": "2024-01-25T05:53:00Z", "updated_at": "2026-04-13T18:59:08.654Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SARAH YOUSEF", "expected_result": "", "reference_number": "CMP-2024-01-2116", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "d608dddf-e756-4811-813c-16062265a802", "title": "The on-duty doctor, Sarah, had an inappropriate manner of dealing with me and was acting contrary to the instructions of the nurse, Dr. Marwa, and the anesthesiologist. After receiving the epidural injection, the anesthesiologist and the nurse told me to sit still without moving for a period of time. But a few seconds later, Dr. Sarah came and told me to lie on my right side and spoke to me in an unprofessional manner (“turn to the right, roll over” in a loud voice, without respecting the patien", "description": "The on-duty doctor, Sarah, had an inappropriate manner of dealing with me and was acting contrary to the instructions of the nurse, Dr. Marwa, and the anesthesiologist. After receiving the epidural injection, the anesthesiologist and the nurse told me to sit still without moving for a period of time. But a few seconds later, Dr. Sarah came and told me to lie on my right side and spoke to me in an unprofessional manner (“turn to the right, roll over” in a loud voice, without respecting the patient). Shortly after, the baby’s vital signs changed, and no one noticed except the anesthesiologist, who shouted at them for not paying attention to the baby’s indicators. It was a very bad day in delivery room number 3. The on-duty doctor, Sarah, behaved in a way completely unprofessional, violating the main instructions of Dr. Marwa, the Filipino nurse, and the anesthesiologist. She insisted that her opinion was correct and disregarded the instructions of the surrounding medical staff. Her behavior will be the reason I will not visit this hospital again due to the poor treatment I faced.\n\n[Arabic]:\nالطبيب المناوب سارة كان اسلوبها غير لائق بالتعامل وكانت تقوم بعكس تعليمات النيرس والدكتورة مروى واخصائي التخدير . بعد اعطائي ابرة التخدير بالظهر اخبرني اخصائي التخدير والنيرس بالجلوس ثابته دون التحرك لفتره من الزمن . لكن بعد ثواني اتت د.سارة وقالت استلقي على اليمين واخبرتني بطريقة غير محترمه ( تسمين. هذا لفه . لفي عاليمين بصوت مرتفع ولا احترمت المريض ) وبعدها بقليل اختلفت مؤشرات نبض الطفل ولم ينتبه احد الا اخصائي التخدير . وقام بالصراخ عليهم لعدم انتباههم لمؤشرات الطفل . كان يوم سيئ جدا بغرفة الولاده رقم 3 . وكانت الطبيبة المناوبة سارة تتعامل معي كل البعد عن مايسمى احترافيه بالعمل وتخالف تعليمات الدكتورة الاساسية مروى والنيرس الفلبينيه واخصائي التخدير. و ترى رأيها هو الصح وتخالف تعليمات الطاقم الطبي حولها وستكون هي السبب بعدم مراجعتي مره اخرى بالمستشفى كامل مع المريض من سوء التعامل الذي واجهته . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-24T21:00:00Z", "due_at": "2024-01-27T05:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-26T21:00:00Z", "second_reminder_sent_at": "2024-01-27T21:00:00Z", "escalated_at": "2024-01-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-01-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20265882, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": ".3.Skills and \nConduct", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-01-25 00:00:00", "closed": null, "received": "2024-01-25 08:53:00", "resolved": null, "escalated": "2024-01-29 00:00:00", "first_reminder": "2024-01-27 00:00:00" }, "imported_at": "2026-04-13T21:59:08.639826", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2116", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 2116 } } }, { "model": "complaints.complaint", "pk": "a2c869cc-c94a-47b8-ba3d-1125ee0683a5", "fields": { "created_at": "2024-08-31T14:34:00Z", "updated_at": "2026-04-13T19:00:18.577Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2851", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted the approvals employee on Wednesday regarding a rejected lab request. I informed her that I wanted the doctor to add justifications before the end of his clinic on Wednesday, but this did not happen. The doctor does not have a clinic on Thursday, so I informed her that the doctor needs to add justifications to the report on Saturday morning. This afternoon, she informed me that the doctor added everything that could be written to the report and told me to contact the insurance, despi", "description": "I contacted the approvals employee on Wednesday regarding a rejected lab request. I informed her that I wanted the doctor to add justifications before the end of his clinic on Wednesday, but this did not happen. The doctor does not have a clinic on Thursday, so I informed her that the doctor needs to add justifications to the report on Saturday morning. This afternoon, she informed me that the doctor added everything that could be written to the report and told me to contact the insurance, despite having previously informed her that the insurance had been contacted and that the rejection was due to (the report's justifications being insufficient and there being no justifications and no need for the analysis). I asked her for her name, and she refused, knowing that it is the patient's right to know the employee's name and the right to amend the report if possible. Review the calls and confirm this.\n\n[Arabic]:\n تم التواصل مع موظفة الموافقات منذ يوم الاربعاء بسبب طلب تحاليل انرفضت, ابلغتها برغبتي ان الدكتور يضيف مبررات قبل نهاية عيادته في نفس اليوم الاربعاء ولم يحدث ذلك , الدكتور ليس لديه عيادة الخميس لذا ابلغتها بضرورة اضافة مبررات للتقرير من الدكتور صباح السبت , افادتني عصر اليوم بان الدكتور اضاف كل مايمكن كتابته للتقرير اتواصلي مع التأمين رغم ابلاغها مسبقا بانه تم التواصل مع التامين وان الرفض بسبب ( التقرير مبرراته غير كافية وكان عدم وجود مبررات وانه ليس هناك دواعي للتحليل) طلبت منها معرفة اسمها وابدت بالرفض مع العلم بانه من حق المريض معرفة اسم الموظف و من حقه تعديل التقرير ان امكن مراجعة المكالمات والتاكد من ذلك ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-30T21:00:00Z", "due_at": "2024-09-02T14:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-30T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30137123, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-08-31 00:00:00", "closed": null, "received": "2024-08-31 17:34:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": "2024-09-01 00:00:00" }, "imported_at": "2026-04-13T22:00:18.566620", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2851", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2851 } } }, { "model": "complaints.complaint", "pk": "a2f1abe9-7d69-4e67-baae-826f76d21395", "fields": { "created_at": "2023-03-11T14:43:00Z", "updated_at": "2026-04-13T18:57:17.392Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1000", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Laboratory report number Lb2200084265, dated September 5, 2022, was submitted under another person's name. The report was re-requested on February 25, 2023, under request number LB2300016525, for three tests. Two of the tests were correct, and the third was replaced with another test, which is the same test that was requested on September 5, 2022. We now need the results for the milk allergy test that was requested twice previously (f2 caws m).", "description": "Laboratory report number Lb2200084265, dated September 5, 2022, was submitted under another person's name. The report was re-requested on February 25, 2023, under request number LB2300016525, for three tests. Two of the tests were correct, and the third was replaced with another test, which is the same test that was requested on September 5, 2022. We now need the results for the milk allergy test that was requested twice previously (f2 caws m).\n\n[Arabic]:\nتم رفع تقرير مختبر رقم Lb2200084265 بتاريخ ٥ سبتمبر ٢٠٢٢ باسم شخص اخر وتم اعادة طلب التقرير بتاريخ ٢٥ فبراير ٢٠٢٣ طلب رقم LB2300016525 عدد ٣ تحاليل تم اظهار تحليلين صحيح وتم استبدال التحليل الثالث بتحليل اخر وهو نفس التحليل الذي تم طلبه بتاريخ ٥ سبتمبر ٢٠٢٢ ,ونريد الان اظهار تحليل حساسية الالبان المطلوب مرتين سابقا f2 caws m ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-10T21:00:00Z", "due_at": "2023-03-13T14:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-10T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30191304, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.4. Lab tests not performed" }, "timeline": { "sent": "2023-03-11 00:00:00", "closed": "2023-03-11 00:00:00", "received": "2023-03-11 17:43:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.386228", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1000", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1000 } } }, { "model": "complaints.complaint", "pk": "a2f25a5d-6c3e-48ce-997c-dee5b2307c12", "fields": { "created_at": "2025-07-16T07:56:00Z", "updated_at": "2026-04-13T19:02:23.813Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الصيدلية", "expected_result": "", "reference_number": "CMP-2025-07-4463", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacy refused to dispense the prescription, despite the fact that I obtained it from the doctor and it includes all the medications prescribed for my condition, including treatment for arthritis. I would like to receive Cipralex, as well as four packs of the other medication, but I was only given two.", "description": "The pharmacy refused to dispense the prescription, despite the fact that I obtained it from the doctor and it includes all the medications prescribed for my condition, including treatment for arthritis. I would like to receive Cipralex, as well as four packs of the other medication, but I was only given two.\n\n[Arabic]:\n الصيدلية رفضت صرف الوصفة الطبية، على الرغم من أنني حصلت عليها من الطبيب، وهي تتضمن جميع الأدوية المقررة لحالتي، بما في ذلك علاج التهاب المفاصل. أرغب بصرف دواء سيبرالكس , بالإضافة إلى أربع عبوات من الدواء الاخر وتم اعطائي فقط عبوتين. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-18T07:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-16T07:56:00Z", "explanation_received_at": "2025-07-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4463, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "a3165412-39d9-4bd0-824a-9353716d4075", "fields": { "created_at": "2024-07-13T14:59:00Z", "updated_at": "2026-04-13T19:00:06.480Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2687", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse treated me badly, and her voice was raised at me. She also gestured with her hand to “Get out of here.” After asking the doctor to cancel the bill, she refused to go with us and returned to the clinic. She did not apologize to us and treated us in an unprofessional manner.", "description": "The nurse treated me badly, and her voice was raised at me. She also gestured with her hand to “Get out of here.” After asking the doctor to cancel the bill, she refused to go with us and returned to the clinic. She did not apologize to us and treated us in an unprofessional manner.\n\n[Arabic]:\nعاملتني الممرضة معاملة سيئة، ورفعت صوتها عليّ. كما لوّحت بيدها قائلةً: \"اخرجي من هنا\". بعد أن طلبت من الطبيب إلغاء الفاتورة، رفضت الذهاب معنا وعادت إلى العيادة. لم تعتذر لنا، وتعاملت معنا بطريقة غير مهنية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-13T21:00:00Z", "due_at": "2024-07-15T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-14T21:00:00Z", "second_reminder_sent_at": "2024-07-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-13T21:00:00Z", "explanation_received_at": "2024-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30335494, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.5.No apology to the patient" }, "timeline": { "sent": "2024-07-14 00:00:00", "closed": null, "received": "2024-07-13 17:59:00", "resolved": "2024-07-21 00:00:00", "escalated": null, "first_reminder": "2024-07-15 00:00:00" }, "imported_at": "2026-04-13T22:00:06.476243", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2687", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2687 } } }, { "model": "complaints.complaint", "pk": "a31edd29-3d92-4a5a-847f-2acbf08deb12", "fields": { "created_at": "2024-12-02T09:21:00Z", "updated_at": "2026-04-13T19:00:59.694Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3268", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I received a message from the hospital rejecting my request to extend my hospital stay. I contacted the insurance company to inquire about the reason for the rejection, and they informed me that there was no submitted request or request number related to the extension. I was discharged even though the case required hospitalization.", "description": "I received a message from the hospital rejecting my request to extend my hospital stay. I contacted the insurance company to inquire about the reason for the rejection, and they informed me that there was no submitted request or request number related to the extension. I was discharged even though the case required hospitalization.\n\n[Arabic]:\nوصلتني رسالة رفض طلب تمديد ايام التنويم من قبل المستشفى وتم التواصل مع التأمين للسؤال عن سبب الرفض وافادوني بعدم وجود طلب مرفوع ولا رقم طلب يخص التمديد وتم خروجي رغم ان الحالة تحتاج التنويم .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-01T21:00:00Z", "due_at": "2024-12-04T09:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-01T21:00:00Z", "explanation_received_at": "2024-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-12-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342663, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2024-12-02 00:00:00", "closed": null, "received": "2024-12-02 12:21:00", "resolved": "2024-12-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:59.687205", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3268", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3268 } } }, { "model": "complaints.complaint", "pk": "a321d44d-d38b-4a10-b1ea-2ea9d45ec81e", "fields": { "created_at": "2023-02-27T08:23:00Z", "updated_at": "2026-04-13T18:57:07.907Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HANAA MOHAMED MOHAMED SONBOL", "expected_result": "", "reference_number": "CMP-2023-02-0947", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "53e67232-8912-4a5b-b6bd-31421bd8a695", "title": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervene", "description": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\nAfter my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\n\n\n[Arabic]:\nتم دخولي الى الطواري بحاله ولاده في تاريخ 2 نوفمبر 2023 وبعد ساعات من دخولي تم نقلي الى غرفه الوللاده واعطائي كل ساعتين ابر مضاد للجنين علما ان اعراض الولاده معي اكثر من 15ساعه مع طلق صناعي مما ادى الى توقف نبض الجنين وعن التواصل مع الدكتوره لم تحضر 24 دقيقه وافادت ان ابقى على نفس الوضع الى يوم غد علما بان حالتي طارئه وبعد التدخل من قبل زوجي تم نقلي بشكل عاجل الى غرفه العمليات وتم ولادتي عمليه قيصيريه وكانت حاله المولود صعبه بناء على تشخيص استشاري قسم العنايه المركزه للاطفال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T08:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": "2023-02-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20259069, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.10.Labor and delivery related issues" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-27 11:23:00", "resolved": "2023-02-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.902522", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0947", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 947 } } }, { "model": "complaints.complaint", "pk": "a3280c32-e7e1-4977-8073-2735e9ecf70d", "fields": { "created_at": "2024-01-23T17:00:00Z", "updated_at": "2026-04-13T18:59:08.544Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2110", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Artistic dolls were drawn by a nurse with poor hygiene; unfortunately, she was wearing gloves on one hand and not on the other, and her nails were long and of high quality Nigerian hair! Although she works somewhere that could cause danger during the blood draw, I would like attention to this matter.", "description": "Artistic dolls were drawn by a nurse with poor hygiene; unfortunately, she was wearing gloves on one hand and not on the other, and her nails were long and of high quality Nigerian hair! Although she works somewhere that could cause danger during the blood draw, I would like attention to this matter.\n\n[Arabic]:\nتم سحب عينة دم من قبل ممرض غير مهتم بنظافته ، للاسف لابس قلفز في يد واحدة و اليد الثانية بدون قلفز ، و اظافرة\nطويلة متسخة ، شعر رأسه طويل و فيه قشرة ! بالرغم من انه يعمل في مكان حساس قد يسبب ذلك خطر عند عملية سحب الدم ، لذا ارجو الاهتمام بهذا الموضوع .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-23T21:00:00Z", "due_at": "2024-01-25T17:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-23T21:00:00Z", "explanation_received_at": "2024-01-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-27T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30259928, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "2.3.4.Poor hand-hygiene" }, "timeline": { "sent": "2024-01-24 00:00:00", "closed": null, "received": "2024-01-23 20:00:00", "resolved": "2024-01-28 00:00:00", "escalated": null, "first_reminder": "2024-01-27 00:00:00" }, "imported_at": "2026-04-13T21:59:08.538055", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2110", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2110 } } }, { "model": "complaints.complaint", "pk": "a35a064f-f707-4135-a02a-26bb8a4a9480", "fields": { "created_at": "2025-01-04T13:22:00Z", "updated_at": "2026-04-13T19:01:11.006Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3457", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Paying additional fees, knowing that it was covered under the insurance company.", "description": "Paying additional fees, knowing that it was covered under the insurance company.\n\n[Arabic]:\nدفع مبالغ اضافية مع العلم انه تم تغطيته تحت شركة التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-06T13:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-04T13:22:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3457, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a35c943f-b372-46eb-8045-42db58a255d5", "fields": { "created_at": "2025-01-21T14:01:00Z", "updated_at": "2026-04-13T19:01:13.655Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3577", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to provide a room for admission.", "description": "Failure to provide a room for admission.\n\n[Arabic]:\nعدم توفير غرفه بالتنويم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-23T14:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-21T14:01:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3577, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a378ff66-2595-44e4-99a9-a76199f9c556", "fields": { "created_at": "2023-11-28T15:48:00Z", "updated_at": "2026-04-13T18:58:45.247Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15604-ALI HASHEM MAHMOUD ", "expected_result": "", "reference_number": "CMP-2023-11-1900", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Birth vaccination has not been added to the system.", "description": "Birth vaccination has not been added to the system.\n\n[Arabic]:\nلم يتم اضافة تطعيم الولاده في النظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-27T21:00:00Z", "due_at": "2023-11-30T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-27T21:00:00Z", "explanation_received_at": "2023-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30003962, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-28 00:00:00", "closed": null, "received": "2023-11-28 18:48:00", "resolved": "2023-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.245074", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1900", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1900 } } }, { "model": "complaints.complaint", "pk": "a38c2c20-6362-46db-976a-ef0b2265c73e", "fields": { "created_at": "2025-06-14T09:39:00Z", "updated_at": "2026-04-13T19:02:10.565Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور نيبال رضوان ", "expected_result": "", "reference_number": "CMP-2025-06-4295", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor treatment and lack of any concern for the child’s condition.", "description": "Poor treatment and lack of any concern for the child’s condition.\n\n[Arabic]:\nسوء تعامل وعدم اباء اي اهتمام بحالة الطفل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-16T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-14T09:39:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4295, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "a3b0951a-e6e7-408a-bc94-609b4c2b661a", "fields": { "created_at": "2024-11-03T17:55:00Z", "updated_at": "2026-04-13T19:00:48.481Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULLAH ALAZAM", "expected_result": "", "reference_number": "CMP-2024-11-3115", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital did not dispense the medication, and we did not benefit from the doctor's consultation. I demand a refund of the consultation fee.", "description": "The hospital did not dispense the medication, and we did not benefit from the doctor's consultation. I demand a refund of the consultation fee.\n\n[Arabic]:\n عدم صرف الادوية من المستشفى .. ولم نستفيد من الكشفية مع الطبيب اطالب بإسترجاع مبلغ الكشفية ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-03T21:00:00Z", "due_at": "2024-11-05T17:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-03T21:00:00Z", "explanation_received_at": "2024-11-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-03T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30125260, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.3.No medication prescribed" }, "timeline": { "sent": "2024-11-04 00:00:00", "closed": null, "received": "2024-11-03 20:55:00", "resolved": "2024-11-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.477816", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3115", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3115 } } }, { "model": "complaints.complaint", "pk": "a3ba81bf-5736-4229-bbbb-9020acb834a6", "fields": { "created_at": "2022-10-15T17:31:00Z", "updated_at": "2026-04-13T18:56:18.982Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. YAMINE ABDUALQADER KERARMA", "expected_result": "", "reference_number": "CMP-2022-10-0396-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "01173891-32ad-4ef8-9171-cd64a25e607c", "title": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.", "description": "My child was diagnosed with a fracture in his collarbone, and an X-ray confirmed this, but the time and reasons for this were not explained.\n\n[Arabic]:\nتم تشخيص طفلي بوجود كسر في عظمة الترقوه وتم عمل اشعه تؤكد ذلك ولم يتم توضيح وقت واسباب حصول ذلك .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-17T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": "2022-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226880, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-15 20:31:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": "2022-10-23 00:00:00" }, "imported_at": "2026-04-13T21:56:18.975769", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0396-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 396 } } }, { "model": "complaints.complaint", "pk": "a3d92f42-8ae6-427b-b426-1054f60fdbf5", "fields": { "created_at": "2025-04-07T15:53:00Z", "updated_at": "2026-04-13T19:01:46.727Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-04-3980", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a blood clot, and despite the insurance approval, the procedure was stopped.", "description": "There was a blood clot, and despite the insurance approval, the procedure was stopped.\n\n[Arabic]:\nلوجود كتلة دم ورغم وجود موافقة  التأمن تم ايقاف عمل الاجراء", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T15:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T15:53:00Z", "explanation_received_at": "2025-04-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3980, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "a3f3ffb8-8efa-41e9-b8aa-e2c4204eceef", "fields": { "created_at": "2025-09-13T07:25:00Z", "updated_at": "2026-04-13T19:02:48.369Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4838", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reports a delay in receiving her medical report upon discharge from hospitalization.\"", "description": "\"The patient reports a delay in receiving her medical report upon discharge from hospitalization.\"\n\n[Arabic]:\nتفيد المريضه تاخير في تسليمها التقرير الطبي عند خروجها من التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-15T07:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-13T07:25:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4838, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a3f6bcad-d61f-4eaa-8e95-436a28e3ea1b", "fields": { "created_at": "2022-10-06T09:39:00Z", "updated_at": "2026-04-13T18:56:17.431Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.SAAD ALZAHRANI", "expected_result": "", "reference_number": "CMP-2022-10-0045", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived on time for my appointment, but I was only allowed in after a long wait in front of the clinic. Patients were already being admitted, but I was only allowed in after speaking and informing them that my appointment was about to end.", "description": "I arrived on time for my appointment, but I was only allowed in after a long wait in front of the clinic. Patients were already being admitted, but I was only allowed in after speaking and informing them that my appointment was about to end.\n\n[Arabic]:\nتم الحضور على الموعد من قبلي ولم يتم الدخول الا بعد انتظار طويل امام العياده علما انه يتم دخول المرضى للعياده ولم يتم دخولي الا بعد التحدث واخبارهم ان موعدي اوشك على الانتهاء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-09T21:00:00Z", "due_at": "2022-10-08T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-30T21:00:00Z", "second_reminder_sent_at": "2022-09-30T21:00:00Z", "escalated_at": "2022-10-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30009475, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-10 00:00:00", "closed": "2022-10-10 00:00:00", "received": "2022-10-06 12:39:00", "resolved": null, "escalated": "2022-10-02 00:00:00", "first_reminder": "2022-10-01 00:00:00" }, "imported_at": "2026-04-13T21:56:17.427193", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0045", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 45 } } }, { "model": "complaints.complaint", "pk": "a4734ca1-ced2-4a0d-83c9-d04fd706ab37", "fields": { "created_at": "2023-10-12T16:28:00Z", "updated_at": "2026-04-13T18:58:30.534Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1710", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was refused entry during childbirth, and there has been no response from the administration.", "description": "My wife was refused entry during childbirth, and there has been no response from the administration.\n\n[Arabic]:\nتم رفض الدخول مع زوجتي اثناء الولاده ولا يوجد تجاوب من قبل الاداره ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-11T21:00:00Z", "due_at": "2023-10-14T16:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-11T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1577354, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Insensitive to patient needs" }, "timeline": { "sent": "2023-10-12 00:00:00", "closed": null, "received": "2023-10-12 19:28:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.529625", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1710", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1710 } } }, { "model": "complaints.complaint", "pk": "a48ee484-84f1-4b0b-882b-bd52a2c60f14", "fields": { "created_at": "2025-04-29T08:46:00Z", "updated_at": "2026-04-13T19:01:48.839Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادة الغدد", "expected_result": "", "reference_number": "CMP-2025-04-4092", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the medical leave since 14/04/2025.", "description": "Delay in submitting the medical leave since 14/04/2025.\n\n[Arabic]:\nتاخير برفع الاجازة المرضيه منذ تاريخ 14/4/2025", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 13, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-01T08:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-29T08:46:00Z", "explanation_received_at": "2025-04-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4092, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "a4c8cdb8-d84d-4854-9f5c-ee7f3bcb54e1", "fields": { "created_at": "2023-02-28T10:16:00Z", "updated_at": "2026-04-13T18:57:08.419Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.EKRAM ALLUBANI", "expected_result": "", "reference_number": "CMP-2023-02-0955", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent surgery for a lower abdominal hernia on February 18, 2023. After returning home, I noticed a large wound on my lower back, which prevented me from sleeping and moving normally. I visited my doctor, who examined the wound and informed me that it was due to mercurochrome, indicating an allergic reaction. He prescribed a topical ointment, which I used for five days without any benefit or improvement in the wound.", "description": "I underwent surgery for a lower abdominal hernia on February 18, 2023. After returning home, I noticed a large wound on my lower back, which prevented me from sleeping and moving normally. I visited my doctor, who examined the wound and informed me that it was due to mercurochrome, indicating an allergic reaction. He prescribed a topical ointment, which I used for five days without any benefit or improvement in the wound.\n\n[Arabic]:\nتم اجرى عمليه جراحيه عمليه فتق اسفل البطن بتاريخ 18 فبراير 2023 وبعد عودرتي الى المنزل لاحظت وجود جرح كبير اسف الظهر وبسببه لم استطع النوم والحركه بشكل طبيعي وقمت بزياره الطبيب المعالج والكشف على الجرح حيث افادني انه بسبب الميكروكروم مما ادرى الى وجود الحساسيه وتم صرف مرهم موضعي وقمت باستخدامه 5 ايام دون اي فاده او تحسن بحاله الجرح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-27T21:00:00Z", "due_at": "2023-03-02T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-27T21:00:00Z", "explanation_received_at": "2023-03-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": "2023-03-31T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211991, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2023-02-28 00:00:00", "closed": null, "received": "2023-02-28 13:16:00", "resolved": "2023-04-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:08.409005", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0955", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 955 } } }, { "model": "complaints.complaint", "pk": "a4d295a7-cbce-41c8-a3de-a6130b9588d6", "fields": { "created_at": "2025-01-29T09:22:00Z", "updated_at": "2026-04-13T19:01:14.563Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3620", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in admission procedures despite the patient being unable to wait (due to low blood pressure) or sit. When inquiring about the patient’s room admission, the response was: *\"Wait, all patients are like her.\"*", "description": "Delay in admission procedures despite the patient being unable to wait (due to low blood pressure) or sit. When inquiring about the patient’s room admission, the response was: *\"Wait, all patients are like her.\"*\n\n[Arabic]:\nتاخير باجراءات الدخول رغم عدم مقدرت المريضه بالانتظار ( هبوط بالضغط ) او الجلوس وعند الاستفسار متى يتم ادخال المريضه الغرفه افادوني ( انتظر كلهم مرضى زيها ) .", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-31T09:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-29T09:22:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3620, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a4eeefbb-3175-4749-a8bc-b3f805e43ba1", "fields": { "created_at": "2025-03-02T20:38:00Z", "updated_at": "2026-04-13T19:01:34.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "يوسف النمراوي", "expected_result": "", "reference_number": "CMP-2025-03-3835", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed thyroid medication for the patient, knowing that she is breastfeeding, which affected the baby.", "description": "The doctor prescribed thyroid medication for the patient, knowing that she is breastfeeding, which affected the baby.\n\n[Arabic]:\nكتب الطبيب دواء غدة للمراجعة مع علمه بأنها مرضعة مما اثر على الطفلة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-04T20:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-02T20:38:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3835, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "a51da56f-c21f-4657-be91-f666da3b2ed2", "fields": { "created_at": "2024-07-25T19:01:00Z", "updated_at": "2026-04-13T19:00:07.811Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2737", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed that the cost of circumcision at Al Hammadi Hospital was 700 riyals... Upon discharge today, I was asked to pay 1062 riyals (the cost of the circumcision after deducting the insurance deductible).", "description": "I was informed that the cost of circumcision at Al Hammadi Hospital was 700 riyals... Upon discharge today, I was asked to pay 1062 riyals (the cost of the circumcision after deducting the insurance deductible).\n\n[Arabic]:\nتم افادتي بأن تكلفة الختان 700 ريال في مستشفى الحمادي...عند الخروج اليوم تم الطلب مني دفع مبلغ 1062 ريال\nقيمة الختان بعد خصم نسبة تحمل التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-26T21:00:00Z", "due_at": "2024-07-27T19:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-26T21:00:00Z", "explanation_received_at": "2024-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30336599, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.5.Pricing variations" }, "timeline": { "sent": "2024-07-27 00:00:00", "closed": null, "received": "2024-07-25 22:01:00", "resolved": "2024-07-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:07.808698", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2737", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2737 } } }, { "model": "complaints.complaint", "pk": "a538f820-d657-4579-9c39-f924a7657c9e", "fields": { "created_at": "2022-12-14T11:58:00Z", "updated_at": "2026-04-13T18:56:44.024Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. EMADEDIN", "expected_result": "", "reference_number": "CMP-2022-12-0679", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The attendant was refused entry to his father's room and was informed that he must be isolated to avoid bacteria and diseases.", "description": "The attendant was refused entry to his father's room and was informed that he must be isolated to avoid bacteria and diseases.\n\n[Arabic]:\nتم رفض دخول المرافق لغرفة والده وتم افادته بأنه يجب عزله تجنباً للبكتريا والامراض . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-13T21:00:00Z", "due_at": "2022-12-16T11:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-13T21:00:00Z", "explanation_received_at": "2022-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226179, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-14 00:00:00", "closed": null, "received": "2022-12-14 14:58:00", "resolved": "2022-12-15 00:00:00", "escalated": null, "first_reminder": "2022-12-15 00:00:00" }, "imported_at": "2026-04-13T21:56:44.013037", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0679", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 679 } } }, { "model": "complaints.complaint", "pk": "a54fcd87-5234-4bfd-b88d-fdd0553898b6", "fields": { "created_at": "2025-01-07T15:16:00Z", "updated_at": "2026-04-13T19:01:11.298Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فتاة نبعه ", "expected_result": "", "reference_number": "CMP-2025-01-3472", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient privacy has been violated and a question was asked that the doctor has no right to ask\n\n\n\n", "description": "Patient privacy has been violated and a question was asked that the doctor has no right to ask\n\n\n\n\n\n[Arabic]:\nتم التدخل في خصوصية المريض وسوال المريض عن مالا يحق له السوال عنه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-09T15:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-07T15:16:00Z", "explanation_received_at": "2025-01-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3472, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a58a5d66-0775-4486-9a2f-a9ea8f023637", "fields": { "created_at": "2023-12-20T11:04:00Z", "updated_at": "2026-04-13T18:58:55.445Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1974", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A delay in issuing a one-month sick leave certificate.", "description": "A delay in issuing a one-month sick leave certificate.\n\n[Arabic]:\nتأخير في اصدار إجازة مرضية مدتها شهر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T11:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-19T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30304842, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": null, "received": "2023-12-20 14:04:00", "resolved": "2023-12-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.440448", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1974", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1974 } } }, { "model": "complaints.complaint", "pk": "a5930518-66e1-43f1-a326-2c6a96946ecb", "fields": { "created_at": "2022-09-27T17:43:00Z", "updated_at": "2026-04-13T18:56:09.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED MAHMOUD ABDELWAHED ", "expected_result": "", "reference_number": "CMP-2022-09-0278", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "2c769bd5-3d42-44af-ba7c-dfb53327d0fa", "title": "I visited Dr. Muhammad Abdul Wahid and was given an iron injection. He told me that at the next appointment I would take the second dose, as my health condition had not improved. I visited the emergency department and was told by the emergency doctor that the iron dose was excessive and my condition did not warrant it. There is no clear diagnosis from the doctors.", "description": "I visited Dr. Muhammad Abdul Wahid and was given an iron injection. He told me that at the next appointment I would take the second dose, as my health condition had not improved. I visited the emergency department and was told by the emergency doctor that the iron dose was excessive and my condition did not warrant it. There is no clear diagnosis from the doctors.\n\n[Arabic]:\nتم زيارة الدكتور محمد عبد الواحد وتم اعطائي ابرة حديد وتم اخباري من قبله في الموعد التالي يتم اخذ الجرعه الثانيه حيث لم تتحسن حالتي الصحيه وقمت بزيارة قسم الطوارئ وتم اخباري من قبل طبيب الطوارئ ان جرعة الحديد زائده ولم تستدعي حالتي اخذ ذلك لا يوجد تشخيص واضح من قبل الاطباء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T17:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": "2022-09-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056449, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 20:43:00", "resolved": "2022-09-29 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:09.076863", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0278", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 278 } } }, { "model": "complaints.complaint", "pk": "a5b2c41e-805a-4a21-abe6-63d956e3de64", "fields": { "created_at": "2023-05-14T07:44:00Z", "updated_at": "2026-04-13T18:57:39.746Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1247", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the doctor's clinic for a consultation only and waited a long time. The reception staff requested to contact him for just a few questions. When I called him, the line was disconnected while I was speaking with him. I was treated in an unprofessional manner and with a lack of respect by the doctor. I went back and continued to wait with the door open, and the doctor shouted in front of everyone to stay away from the clinic door and sit anywhere far from the clinic, even though I hadn’t", "description": "I attended the doctor's clinic for a consultation only and waited a long time. The reception staff requested to contact him for just a few questions. When I called him, the line was disconnected while I was speaking with him. I was treated in an unprofessional manner and with a lack of respect by the doctor. I went back and continued to wait with the door open, and the doctor shouted in front of everyone to stay away from the clinic door and sit anywhere far from the clinic, even though I hadn’t spoken to him and was only standing in front of the clinic. I was treated in an emotional manner without any reason, and I left the hospital and canceled my appointment with him.\n\n[Arabic]:\n عند دخولي للعملية لازلة مسمار نخاعي من الساق تفاجات عند الخروج من العمليه بميلان بالوجه وضعف بالجنب\nالايمن مع العلم باان العمليه بالساق الايسر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 44, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-13T21:00:00Z", "due_at": "2023-05-16T07:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.1.Deficient Information" }, "timeline": { "sent": "2023-05-14 00:00:00", "closed": "2023-05-30 00:00:00", "received": "2023-05-14 10:44:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.737958", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1247", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم العمليات", "main": "الطبي" }, "original_complaint_num": 1247 } } }, { "model": "complaints.complaint", "pk": "a5c16666-72f2-4260-874c-e2912d45320e", "fields": { "created_at": "2025-06-17T11:03:00Z", "updated_at": "2026-04-13T19:02:11.346Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.وليد نعمة الله ", "expected_result": "", "reference_number": "CMP-2025-06-4322", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient was discharged without fully recovering from the operation, which led to post-operative complications.", "description": " The patient was discharged without fully recovering from the operation, which led to post-operative complications.\n\n[Arabic]:\nخروج المريض دون استشفاء كامل بعد العمليه مما ادى الى مضاعفات بعد العمليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-19T11:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-17T11:03:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4322, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "a5d46ed5-28b5-468b-977a-b8ef53407bc8", "fields": { "created_at": "2025-04-24T06:54:00Z", "updated_at": "2026-04-13T19:01:48.602Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارئ", "expected_result": "", "reference_number": "CMP-2025-04-4071", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The case was referred to the Emergency Department due to the presence of a foreign object (a bead) in the child’s nose. The doctor decided to perform a procedure to remove it under general anesthesia, which the child’s mother strongly opposed, expressing her dissatisfaction with the decision. She stated that there was no communication or cooperation from the attending physician. She also reported that she went to another healthcare facility, where the foreign object was removed without the need ", "description": "The case was referred to the Emergency Department due to the presence of a foreign object (a bead) in the child’s nose. The doctor decided to perform a procedure to remove it under general anesthesia, which the child’s mother strongly opposed, expressing her dissatisfaction with the decision. She stated that there was no communication or cooperation from the attending physician. She also reported that she went to another healthcare facility, where the foreign object was removed without the need for surgery, and she claimed that the situation worsened at the hospital due to attempts involving the bead and being pushed away.\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": null, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-26T06:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-24T06:54:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4071, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "a6429d45-e616-49b8-8815-8ace3c9a86c9", "fields": { "created_at": "2024-10-23T20:51:00Z", "updated_at": "2026-04-13T19:00:39.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "FAHAD ALHARBI - PHLIPOTOMY", "expected_result": "", "reference_number": "CMP-2024-10-3074", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The lab technician failed to provide clear instructions on how to drink the solution (leading to vomiting and shortness of breath).\n\nFurthermore, the technician's behavior was unprofessional.", "description": "The lab technician failed to provide clear instructions on how to drink the solution (leading to vomiting and shortness of breath).\n\nFurthermore, the technician's behavior was unprofessional.\n\n[Arabic]:\nعدم الشرح والتوضيح من قبل اخصائي المختبر لتعليماات شرب المحلول ( مما ادى الى استفراغ وضيق بالتنفس) \nبالاضافة الى اسلوب الاخصائي غير مهني . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-25T21:00:00Z", "due_at": "2024-10-25T20:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-26T21:00:00Z", "second_reminder_sent_at": "2024-10-30T21:00:00Z", "escalated_at": "2024-10-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-25T21:00:00Z", "explanation_received_at": "2024-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30338086, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-10-26 00:00:00", "closed": null, "received": "2024-10-23 23:51:00", "resolved": "2024-11-05 00:00:00", "escalated": "2024-10-31 00:00:00", "first_reminder": "2024-10-27 00:00:00" }, "imported_at": "2026-04-13T22:00:39.218728", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3074", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 3074 } } }, { "model": "complaints.complaint", "pk": "a65067bc-66c5-4113-b2af-7d7f819462e6", "fields": { "created_at": "2023-03-23T21:01:00Z", "updated_at": "2026-04-13T18:57:19.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED MUNEER KHAN", "expected_result": "", "reference_number": "CMP-2023-03-1084", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The chaotic entry of patients was disregarded; no one was given priority. Entry was granted to whoever knocked, stood at the clinic door, or spoke to the nurse. It's worth noting that they were all of the same nationality! After waiting for over an hour and a half, and after asking the nurse about our turn—whether it was by standing at the door or by connections, as was evident from the events—she left to admit other patients. When I asked her when our turn would be, she sarcastically replied, \"", "description": "The chaotic entry of patients was disregarded; no one was given priority. Entry was granted to whoever knocked, stood at the clinic door, or spoke to the nurse. It's worth noting that they were all of the same nationality! After waiting for over an hour and a half, and after asking the nurse about our turn—whether it was by standing at the door or by connections, as was evident from the events—she left to admit other patients. When I asked her when our turn would be, she sarcastically replied, \"After four patients,\" even though there were no more than three patients waiting outside the clinic. It was clear they didn't want to examine me for unknown reasons!\n\n\n[Arabic]:\nفوضى دخول المرضى بدون اخذ الاوليات انما الدخول لمن يطرق الباب ويقف على باب العيادة ولمن يتواصل مع\nالممرضة مع ملاحظة ان جميعهم من جنسية واحدة!!!؟؟؟ ومن بعد الانتظار لأكثر من ساعة ونصف ومن بعد سؤلي\nللمرضة عن الدور الخاص بنا وهل الدور بالوقوف اما الباب ام بالعلاقات كماهو واضح من الاحداث بعد فترة تخرج\nلادخال مرضى اخرين ومن بعد سؤالها متى الدور الخاص بنا اجابت بتهكم بعد اربع مرضى بالرغم بانه لايوجد\nبالانتظار خارج العيادة اكثر ٣ حالات ولكن واضح انهم لايرغبون بالكشف على الحالة وذلك لاسباب مجهوله!!؟؟؟\nللعلم ليست هذه المره الاولى سبق ان قدمت ملاحظاتي على عيادة الدكتور والفوضى بها لمسؤلي العيادات\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-26T21:00:00Z", "due_at": "2023-03-25T21:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-28T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 998705, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "1.3.Quality of Care", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-03-27 00:00:00", "closed": "2023-03-29 00:00:00", "received": "2023-03-24 00:01:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.081368", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1084", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1084 } } }, { "model": "complaints.complaint", "pk": "a69cad1b-fb08-4ebc-a852-ed923f4b69cf", "fields": { "created_at": "2025-03-24T20:25:00Z", "updated_at": "2026-04-13T19:01:36.942Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "فيصل الحربي", "expected_result": "", "reference_number": "CMP-2025-03-3944", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior towards the patient", "description": "Unprofessional behavior towards the patient\n\n[Arabic]:\nاسلوب الموظف غير مهني مع المراجعة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-26T20:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-24T20:25:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3944, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "a6bb48ca-8285-43fb-a481-617830a99615", "fields": { "created_at": "2023-12-04T10:04:00Z", "updated_at": "2026-04-13T18:58:53.549Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1918", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy for a hearing test and paid for the anesthetic, but the result was inaccurate due to a malfunction in the hearing test machine. We were given an alternative appointment, but were told we still had to pay for the anesthetic. How can we be required to pay for the anesthetic when we are not the ones who caused the malfunction in the testing machine?", "description": "I went to the pharmacy for a hearing test and paid for the anesthetic, but the result was inaccurate due to a malfunction in the hearing test machine. We were given an alternative appointment, but were told we still had to pay for the anesthetic. How can we be required to pay for the anesthetic when we are not the ones who caused the malfunction in the testing machine?\n\n[Arabic]:\nحضرت لاختبار السمع ودفعت قيمة المخدر لدى الصيدلية، الا ان النتيجة لم تكن دقيقة بسبب خلل في جهاز تخطيط السمع، واعطينا موعد بديل الا اننا ابلغنا بلزوم دفع قيمة المخدر. كيف نلزم بدفع قيمة المخدر ولسنا نحن من تسبب بالخلل الحاصل في جهاز التخطيط .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 201, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-05T21:00:00Z", "due_at": "2023-12-06T10:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-12T21:00:00Z", "second_reminder_sent_at": "2023-12-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-05T21:00:00Z", "explanation_received_at": "2023-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-12-23T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 534128875, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-06 00:00:00", "closed": "2023-12-24 00:00:00", "received": "2023-12-04 13:04:00", "resolved": null, "escalated": null, "first_reminder": "2023-12-13 00:00:00" }, "imported_at": "2026-04-13T21:58:53.540646", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1918", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني اختبار السمع", "main": "الطبي" }, "original_complaint_num": 1918 } } }, { "model": "complaints.complaint", "pk": "a6c58776-9c2d-4e18-ad94-5aae54683238", "fields": { "created_at": "2023-09-12T07:22:00Z", "updated_at": "2026-04-13T18:58:19.581Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1603", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I need my medication refilled by my doctor because they refused to dispense it to me at outside pharmacies. It's been a week since my surgery and I'm still waiting to hear from my doctor, but I haven't received any communication yet.", "description": " I need my medication refilled by my doctor because they refused to dispense it to me at outside pharmacies. It's been a week since my surgery and I'm still waiting to hear from my doctor, but I haven't received any communication yet.\n\n[Arabic]:\n  واريد اعادة صرف الادويه من قبل الطبيب لرفض صرفها لي بالصيدليات الخارجيه واكملت اسبوع من بعد اجراء العمليه وانا باانتظار التواصل من قبل الطبيب ولا يتم التواصل حتى الان", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-14T07:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": "2023-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284515, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": " ", "received": "2023-09-12 10:22:00", "resolved": "2023-09-13 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.571898", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1603", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1603 } } }, { "model": "complaints.complaint", "pk": "a6e5193d-1876-461d-90df-eb36d09bd307", "fields": { "created_at": "2025-09-14T17:03:00Z", "updated_at": "2026-04-13T19:02:48.688Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2025-09-4854", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient stated that the doctor's manner during the explanation of her condition was not appropriate.\"", "description": "\"The patient stated that the doctor's manner during the explanation of her condition was not appropriate.\"\n\n[Arabic]:\nافادت المريضه ان الطبيب اثناء شرح الحاله لم يكن اسلوب تعامله غير جيد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-16T17:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-14T17:03:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4854, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a6e72e87-9111-4de1-9f27-2f9c396fbc0b", "fields": { "created_at": "2022-10-20T15:12:00Z", "updated_at": "2026-04-13T18:56:20.341Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMAD TAHA CHAMSI BACHA", "expected_result": "", "reference_number": "CMP-2022-10-0403", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "cb515de6-05c8-4efb-a767-9e75b5be649a", "title": "Dr. Muhammad Taha measured my temperature, which was 39 degrees Celsius, and told me, \"This is a normal temperature.\" As a result, I suffered from fever for more than two days, and the medicines did not help. Also, when I asked him about the reason for the cold and its recurrence, he replied unprofessionally, \"It's from God.\" I also searched for the pharmacy, but I did not find it after a long struggle, so I returned to the doctor's clinic to ask him to tell me where the pharmacy was. He did not", "description": "Dr. Muhammad Taha measured my temperature, which was 39 degrees Celsius, and told me, \"This is a normal temperature.\" As a result, I suffered from fever for more than two days, and the medicines did not help. Also, when I asked him about the reason for the cold and its recurrence, he replied unprofessionally, \"It's from God.\" I also searched for the pharmacy, but I did not find it after a long struggle, so I returned to the doctor's clinic to ask him to tell me where the pharmacy was. He did not like that and replied to me, \"Today I sent 20 patients to the pharmacy, and none of them returned to me.\"\n\n[Arabic]:\n قام الدكتور محمد طه بقياس درجة حرارتي وهي ٣٩ مئويه وقام باخباري \" انها درجة حراره طبيعيه \" وعلى اثرها عانيت اكثر من يومين من الحراره ولم تفيد الادويه وكذلك عندما سألته عن سبب نزلة البرد وتكرارها قام بالرد بطريقه غير مهنيه \" هيك من الله \" كذلك قمت بالبحث عن الصيدليه ولكني لم اجدها بعد عناء طويل ف رجعت لعيادة الدكتور لكي يخبرني مكان الصيدليه فلم يعجبه ذلك ورد علي \" انا اليوم قمت باإرسال٢٠ مريض للصيدليه لم يعد اي منهم الي \" ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-19T21:00:00Z", "due_at": "2022-10-22T15:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-19T21:00:00Z", "explanation_received_at": "2022-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 537722668, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-20 00:00:00", "closed": null, "received": "2022-10-20 18:12:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.329800", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0403", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 403 } } }, { "model": "complaints.complaint", "pk": "a6f6d93f-b892-4f79-ad7b-cda39d0c7892", "fields": { "created_at": "2025-01-06T13:07:00Z", "updated_at": "2026-04-13T19:01:11.151Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3466", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Investigation of tooth injury caused by scratch due to general anesthesia before surgery.\n\n\n\n", "description": "Investigation of tooth injury caused by scratch due to general anesthesia before surgery.\n\n\n\n\n\n[Arabic]:\n التحقيق عن الخدش الذي لحق بالاسنان نتيجة التخدير العام قبل الجراحة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-08T13:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-06T13:07:00Z", "explanation_received_at": "2025-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3466, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a704eb41-ee99-4c63-95c1-bec99b26056d", "fields": { "created_at": "2025-08-03T06:21:00Z", "updated_at": "2026-04-13T19:02:34.345Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادة التخدير", "expected_result": "", "reference_number": "CMP-2025-08-4563", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that when he was presented for the examination procedures to be administered anesthesia, the full procedures were not explained to him.", "description": "The patient reports that when he was presented for the examination procedures to be administered anesthesia, the full procedures were not explained to him.\n\n[Arabic]:\nيفيد المراجع انه عندما قدم لاجراءات الفحوصا تقبل التخدير لم يوضح له كامل الاجراءات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 109, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-05T06:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-03T06:21:00Z", "explanation_received_at": "2025-08-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4563, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "a707dbbc-b1b4-4a07-b839-9daed3ae9878", "fields": { "created_at": "2024-09-17T10:11:00Z", "updated_at": "2026-04-13T19:00:28.304Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2930", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We went to the emergency room with my daughter on 12/8/2024 and submitted an approval request to the insurance company. After going to reception to inquire about the status of my request, I was told to contact the insurance company.", "description": "We went to the emergency room with my daughter on 12/8/2024 and submitted an approval request to the insurance company. After going to reception to inquire about the status of my request, I was told to contact the insurance company.\n\n[Arabic]:\nتم حضورنا الى الطوارى مع ابنتي بتاريخ 12/8/2024 وتم رفع طلب موافقه لشركة التامين وبعد التوجهه للاستقبال للاستفسار عن حالة طلبي وافادني بالتواصل مع التامين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-16T21:00:00Z", "due_at": "2024-09-19T10:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-16T21:00:00Z", "explanation_received_at": "2024-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30154988, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-09-17 00:00:00", "closed": null, "received": "2024-09-17 13:11:00", "resolved": "2024-09-18 00:00:00", "escalated": null, "first_reminder": "2024-09-17 00:00:00" }, "imported_at": "2026-04-13T22:00:28.299641", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2930", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2930 } } }, { "model": "complaints.complaint", "pk": "a7220167-67f7-4841-8e86-ddb7d21f7ace", "fields": { "created_at": "2025-06-19T17:07:00Z", "updated_at": "2026-04-13T19:02:11.730Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الأشعه ", "expected_result": "", "reference_number": "CMP-2025-06-4338", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The radiologist's approach is unprofessional.", "description": "The radiologist's approach is unprofessional.\n\n[Arabic]:\nاسلوب طبيب الاشعه اسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-21T17:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-19T17:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4338, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "a765cf1a-3128-4907-8971-eca707a7c35a", "fields": { "created_at": "2023-12-23T05:59:00Z", "updated_at": "2026-04-13T18:58:55.857Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1985", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The administration refused to allow the child's father to accompany him, even though he lives outside Riyadh, specifically in the Al-Jawf region, and it is difficult for him to travel such a long distance away from his son in this critical situation. We await your response.", "description": "The administration refused to allow the child's father to accompany him, even though he lives outside Riyadh, specifically in the Al-Jawf region, and it is difficult for him to travel such a long distance away from his son in this critical situation. We await your response.\n\n[Arabic]:\nتم رفض مرافقة والد الطفل من قبل الاداره بالرغم من ان المرافق يعيش خارج مدينة الرياض وبالتحديد في منطقة الجوف ويصعب عليه الذهاب والابتعاد عن ابنه هذه المسافة الطويلة وهو في هذه الحالة الحرجه باانتظار ردكم ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-22T21:00:00Z", "due_at": "2023-12-25T05:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-22T21:00:00Z", "explanation_received_at": "2023-12-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305918, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-23 00:00:00", "closed": null, "received": "2023-12-23 08:59:00", "resolved": "2023-12-24 00:00:00", "escalated": null, "first_reminder": "2023-12-24 00:00:00" }, "imported_at": "2026-04-13T21:58:55.854604", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1985", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 1985 } } }, { "model": "complaints.complaint", "pk": "a7730b81-18d0-478a-baf9-2963810ea6a5", "fields": { "created_at": "2025-03-16T10:59:00Z", "updated_at": "2026-04-13T19:01:35.970Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3905-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted to the emergency department on January 30, 2025, fully conscious, with a temperature below 37°C. Her oxygen saturation was 89% without a mask, and it increased to 98% with the mask. Her carbon dioxide level in the blood was within acceptable limits at 48. She was examined by a pulmonology consultant who recommended a CT scan, Tazocin, septic workup, and removal of sputum from her mouth. This was documented in the hospital report upon admission. \n\nHowever, her current con", "description": "The patient was admitted to the emergency department on January 30, 2025, fully conscious, with a temperature below 37°C. Her oxygen saturation was 89% without a mask, and it increased to 98% with the mask. Her carbon dioxide level in the blood was within acceptable limits at 48. She was examined by a pulmonology consultant who recommended a CT scan, Tazocin, septic workup, and removal of sputum from her mouth. This was documented in the hospital report upon admission. \n\nHowever, her current condition: she has been in the intensive care unit since then, with a tracheostomy and is on a ventilator. Her arms are swollen, and there is fluid accumulation that required surgical intervention twice: once to drain the fluids and another time to remove damaged tissue due to the swelling.\n\n[Arabic]:\n دخلت الوالدة للطوارىء بتاريخ 30 يناير 2025م وهي واعية، درجة حرارة أقل من ،37 مستوى أوكسجين 89% بدون\nقناع ومع القناع وصل ،98% ومعدل ثاني أوكسيد الكربون في الدم ضمن الحدود المقبولة .48 وتم الكشف عليها\nمن قبل استشاري الصدرية وأوصى بعمل أشعة مقطعية, Tazocin , Septic workup وإزالة البلغم من فمها. وذلك\nموثق في التقرير الصادر عن المستشفى أثناء الدخول. لكن الوضع الحالي: مازالت من وقته في العناية المركزة شق\nحنجري على جهاز التنفس الصناعي يدين متورمة وتجمع للسوائل استدعى تدخل جراحي مرتين لسحب السوائل،\nومره ثانية لاستئصال الأنسجة المتضررة من التورم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-18T10:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-16T10:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3905, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "a7b362e3-20c7-45bc-82e5-a5deca9f51b2", "fields": { "created_at": "2024-03-17T20:09:00Z", "updated_at": "2026-04-13T18:59:27.046Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2291", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were informed by the patient and his family that breakfast and suhoor were not provided to the patient. We await your response to the complaint.", "description": "We were informed by the patient and his family that breakfast and suhoor were not provided to the patient. We await your response to the complaint.\n\n[Arabic]:\nتم افادتنا من المريض وذويه بانه لم يتم توفير الافطار والسحور للمريض بانتظار ردكم على الشكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-30T21:00:00Z", "due_at": "2024-03-19T20:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-01T21:00:00Z", "second_reminder_sent_at": "2024-04-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-30T21:00:00Z", "explanation_received_at": "2024-04-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30172760, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "3. Institutional Issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2024-03-31 00:00:00", "closed": null, "received": "2024-03-17 23:09:00", "resolved": "2024-04-03 00:00:00", "escalated": null, "first_reminder": "2024-04-02 00:00:00" }, "imported_at": "2026-04-13T21:59:27.035991", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2291", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 2291 } } }, { "model": "complaints.complaint", "pk": "a7bdfa8a-5782-41eb-8e49-ee007d9d50a7", "fields": { "created_at": "2025-09-15T11:37:00Z", "updated_at": "2026-04-13T19:02:48.751Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16380-JOURI MOHAMMED ", "expected_result": "", "reference_number": "CMP-2025-09-4858", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The behavior of the physical therapy receptionist is unprofessional.", "description": "The behavior of the physical therapy receptionist is unprofessional.\n\n[Arabic]:\nاسلوب تعامل اسلوب موظفة استقبال العلاج الطبيعي غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 94, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-17T11:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-15T11:37:00Z", "explanation_received_at": "2025-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4858, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "a7e69de8-0faa-4dc3-960f-b35c2b723195", "fields": { "created_at": "2023-12-18T13:33:00Z", "updated_at": "2026-04-13T18:58:54.991Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1962", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the emergency room doctor that I would be given a two-day leave, but it hasn't been issued yet.", "description": "I was informed by the emergency room doctor that I would be given a two-day leave, but it hasn't been issued yet.\n\n[Arabic]:\nتم ابلاغي من قبل طبيب الطوارئ سيتم اصدار اجازه لمدة يومين ولم يتم اصداراها الى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-17T21:00:00Z", "due_at": "2023-12-20T13:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-17T21:00:00Z", "explanation_received_at": "2023-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1447406, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-18 00:00:00", "closed": null, "received": "2023-12-18 16:33:00", "resolved": "2023-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.987628", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1962", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1962 } } }, { "model": "complaints.complaint", "pk": "a81c1f56-d8da-4abf-857e-15be251a111b", "fields": { "created_at": "2024-08-24T17:28:00Z", "updated_at": "2026-04-13T19:00:18.058Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2836-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I arrived before my appointment, the receptionist was on a phone call for about 10 minutes. After she finished her call, I gave her my information and asked her to pay the fee and then go to the specialist's clinic. However, when the specialist arrived, she refused to see me and told me that my appointment was at 6:10 PM. I informed her that my appointment was at 6:30 PM, as the appointment was made over the phone and the calls were recorded and can be reviewed to confirm this. I also point", "description": "When I arrived before my appointment, the receptionist was on a phone call for about 10 minutes. After she finished her call, I gave her my information and asked her to pay the fee and then go to the specialist's clinic. However, when the specialist arrived, she refused to see me and told me that my appointment was at 6:10 PM. I informed her that my appointment was at 6:30 PM, as the appointment was made over the phone and the calls were recorded and can be reviewed to confirm this. I also pointed out that the receptionist was busy on the phone and did not register me immediately, even though the appointment was as I stated.\n\n[Arabic]:\nعند حضوري قبل موعدي كانت موظفة الاستقبال مشغوله بمكالمه هاتفيه لمدة 10دقائق تقريبا وبعد الانتهاء من\nمحادثتها اعطيتها بياناني وطلبت دفع المبلغ ثم التوجهة لعيادة الاخصائيه . ولكن عند حضور الاخصائية رفضت استقبالي وابلغتني ان موعدي الساعه 6.10 مساء بلغتها ان موعدي الساعه6.30 مساء حيث تم اخذ الموعد عن طريق الهاتف والمكالمات مسجله يمكن الرجوع لها للتاكد وان موظفة الاستقبال كانت مشغوله بمحادثه بالهاتف ولم تسجل دخولي على الفور حتى وان كان الموعد كما ذكرت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 94, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-26T21:00:00Z", "due_at": "2024-08-26T17:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-01T21:00:00Z", "second_reminder_sent_at": "2024-09-02T21:00:00Z", "escalated_at": "2024-09-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-09-17T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 542999297, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.1.Appointment scheduling refusal" }, "timeline": { "sent": "2024-08-27 00:00:00", "closed": "2024-09-18 00:00:00", "received": "2024-08-24 20:28:00", "resolved": null, "escalated": "2024-09-03 00:00:00", "first_reminder": "2024-09-02 00:00:00" }, "imported_at": "2026-04-13T22:00:18.049622", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2836-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العلاج الطبيعي", "main": "الإداري" }, "original_complaint_num": 2836 } } }, { "model": "complaints.complaint", "pk": "a8361bf1-b0a1-4dd3-aee3-09f9e8c379b7", "fields": { "created_at": "2024-10-13T12:43:00Z", "updated_at": "2026-04-13T19:00:38.221Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3024-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nursing in ICU were neglecting me after the surgery , I press the button many times when I need help to go to the bathroom and no response from them , and when the nurse came she put the bags on the bed and asked me to put the bloody bags in it with no help .. \nShe said to the other nurse “ if she want to go to the bathroom I will take her tomorrow “ , I pressed the button twice when I felt dizzy with no help which turned out to be low blood pressure with zero help or notice from them “ chec", "description": "The nursing in ICU were neglecting me after the surgery , I press the button many times when I need help to go to the bathroom and no response from them , and when the nurse came she put the bags on the bed and asked me to put the bloody bags in it with no help .. \nShe said to the other nurse “ if she want to go to the bathroom I will take her tomorrow “ , I pressed the button twice when I felt dizzy with no help which turned out to be low blood pressure with zero help or notice from them “ check my file to see the case ” \nWhen I had bleeding I asked the nurses to call the doctor and they said he is coming and after the doctor came later he told me he did not know that the bleeding is continuing which means they did not tell him ..\nI also note that nursing were injecting needles without any gloves and the place was not clean .. \n\n[Arabic]:\nبعد العملية، أهملني طاقم التمريض في وحدة العناية المركزة. ضغطتُ على الزر عدة مرات عندما احتجتُ للمساعدة للذهاب إلى الحمام، ولم أتلقَّ أي رد. وعندما جاءت الممرضة، وضعت الأكياس على السرير وطلبت مني وضع الأكياس الملطخة بالدماء فيها دون أي مساعدة. قالت للممرضة الأخرى: \"إذا أرادت الذهاب إلى الحمام، فسآخذها غدًا\". ضغطتُ على الزر مرتين عندما شعرتُ بدوار، ولم أتلقَّ أي مساعدة، وتبين لاحقًا أنه انخفاض في ضغط الدم، ولم أتلقَّ أي تنبيه منهم. قالوا لي: \"راجعوا ملفي للاطلاع على الحالة\". عندما كنتُ أعاني من نزيف، طلبتُ من الممرضات استدعاء الطبيب، فأخبرنني أنه قادم. وعندما جاء الطبيب لاحقًا، أخبرني أنه لم يكن يعلم باستمرار النزيف، مما يعني أنهن لم يخبرنه. لاحظتُ أيضًا أن الممرضات كنَّ يُحقنّني بالإبر دون ارتداء قفازات، وأن المكان لم يكن نظيفًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-15T12:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-14T21:00:00Z", "second_reminder_sent_at": "2024-10-15T21:00:00Z", "escalated_at": "2024-10-15T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": "2024-11-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30130322, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": "2024-11-05 00:00:00", "received": "2024-10-13 15:43:00", "resolved": null, "escalated": "2024-10-16 00:00:00", "first_reminder": "2024-10-15 00:00:00" }, "imported_at": "2026-04-13T22:00:38.216702", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3024-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 3024 } } }, { "model": "complaints.complaint", "pk": "a85123ba-f214-4785-bd37-15e3854abb80", "fields": { "created_at": "2025-08-25T07:04:00Z", "updated_at": "2026-04-13T19:02:36.724Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-08-4666", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Additional fees are charged at the time of the free review.", "description": "Additional fees are charged at the time of the free review.\n\n[Arabic]:\nتم دفع رسوم اضافية في وقت المراجعة المجانية", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T07:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T07:04:00Z", "explanation_received_at": "2025-08-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4666, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "a874da2e-0dbd-455c-9bf4-12056feedadd", "fields": { "created_at": "2025-01-07T15:27:00Z", "updated_at": "2026-04-13T19:01:11.390Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. ساري ", "expected_result": "", "reference_number": "CMP-2025-01-3476", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was born two months ago, and after visiting another hospital, it became clear that there was a health problem (tracheal laxity) and problems with the neck and breathing, without explanation in the medical report during birth, which led to the child’s inability to breastfeed.", "description": "The child was born two months ago, and after visiting another hospital, it became clear that there was a health problem (tracheal laxity) and problems with the neck and breathing, without explanation in the medical report during birth, which led to the child’s inability to breastfeed.\n\n[Arabic]:\nم والدة الطفله قبل شهرين وبعد مراجعة مستشفى اخر اتضح وجود مشكله صحية ( ارتخاء بالقصبه الهوائيه ) ومشاكل بالرقبه والتنفس دون التوضيح بالتقرير الطبي اثناء الولادة مما ادى الى عدم قدرة الطفله على الرضاعه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-09T15:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-07T15:27:00Z", "explanation_received_at": "2025-01-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3476, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "a8930d64-6615-47ab-948f-04fb46f72086", "fields": { "created_at": "2025-07-02T14:18:00Z", "updated_at": "2026-04-13T19:02:22.069Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-07-4408", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's husband states that the insurance did not cover the procedure due to insufficient information being submitted to the insurance company.\"\n\n", "description": "\"The patient's husband states that the insurance did not cover the procedure due to insufficient information being submitted to the insurance company.\"\n\n\n\n[Arabic]:\nيفيد زوج المريضه بعدم تغطية التامين للعمليه لعدم رفع معلوما كافيه للتامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-04T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-02T14:18:00Z", "explanation_received_at": "2025-07-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4408, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "a895ca37-40c0-4f37-9a9a-bc7c1c6df811", "fields": { "created_at": "2024-07-21T14:23:00Z", "updated_at": "2026-04-13T19:00:07.265Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2724", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The customer reports that dinner was not served on time and was only brought after contact and a request was made at approximately 11:30 PM. A response is awaited.", "description": "The customer reports that dinner was not served on time and was only brought after contact and a request was made at approximately 11:30 PM. A response is awaited.\n\n[Arabic]:\nيفيد المستفيد ان وجبة العشاء لم تحضر على الوقت ولم يتم احضاراها الا بعد التواصل وطلب ذلك في تمام الساعه 11:30 تقريبا . باانتظار الافادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-20T21:00:00Z", "due_at": "2024-07-23T14:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-20T21:00:00Z", "explanation_received_at": "2024-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1725673, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2024-07-21 00:00:00", "closed": null, "received": "2024-07-21 17:23:00", "resolved": "2024-07-23 00:00:00", "escalated": null, "first_reminder": "2024-07-22 00:00:00" }, "imported_at": "2026-04-13T22:00:07.259341", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2724", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 2724 } } }, { "model": "complaints.complaint", "pk": "a8e2829e-46ac-4d08-b15b-fc281a31f733", "fields": { "created_at": "2025-11-15T16:01:00Z", "updated_at": "2026-04-13T19:03:13.831Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5302", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's family was not contacted before he was taken into surgery.\"", "description": "\"The patient's family was not contacted before he was taken into surgery.\"\n\n[Arabic]:\nلم يتم التواصل مع اهل المريض قبل ادخاله العمليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-17T16:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-15T16:01:00Z", "explanation_received_at": "2025-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5302, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "a91f2011-f4b9-42a1-b3e6-6362f5b92396", "fields": { "created_at": "2024-12-07T11:55:00Z", "updated_at": "2026-04-13T19:00:51.698Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11044-Dr NOSAIBA SAYAD AHMAD", "expected_result": "", "reference_number": "CMP-2024-11-3229", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I consulted a doctor due to a skin allergy on my thighs. She prescribed Elika and Telfast for ten days. After those ten days, I noticed the allergy spreading to other areas of my body, along with increased itching. I consulted her again after the ten days, and she prescribed Prednisone and Physiocort for seven days. The itching worsened significantly, accompanied by pain and further spread of the allergy to the point of insomnia. I went to another doctor who diagnosed it as a fungal infection an", "description": "I consulted a doctor due to a skin allergy on my thighs. She prescribed Elika and Telfast for ten days. After those ten days, I noticed the allergy spreading to other areas of my body, along with increased itching. I consulted her again after the ten days, and she prescribed Prednisone and Physiocort for seven days. The itching worsened significantly, accompanied by pain and further spread of the allergy to the point of insomnia. I went to another doctor who diagnosed it as a fungal infection and prescribed a cream and pills. She mentioned that fungi thrive on the cortisone used, which is why the symptoms were increasing. I noticed a difference from the first day of using the antifungal cream. It's worth noting that Dr. Nuseiba did not examine me thoroughly. The Prednisone pills caused itching and left marks all over my body that are still present. I have been unable to sleep, accompanied by pain, for at least two weeks. I have requested a report from the government hospital detailing what happened.\n\n[Arabic]:\nتم مراجعة الدكتورة بسبب حساسية بالجلد منطقة الأفخاذ تم صرف اليكا وتيلفاست لمدة عشر ايام بعد العشر\nايام لاحظت انتشار الحساسية لمناطق اخرى بالجسم مع زيادة الحكة تم مراجعتها بعد العشر ايام صرفت لي بريدو\nوفيسيوكورت لمدة سبع ايام الحكة زادت بشكل كبير مصاحبة لألم وانتشار اكثر للحساسية لدرجة عدم القدرة\nعلى النوم وقمت بالذهاب لدكتورة اخرى شخصت الحالة بأنها فطريات وصرفت كريم وحبوب وذكرت لي ان\nالفطريات تنعتش بالكورتيزون المستخدم لذا كانت الاعراض تتزايد ومن اول يوم استخدام لكريم الفطريات لاحظت الفرق علماً أن د. نسيبه لم تفحص بشكل دقيق , حبوب بريدو سببت لي الحكة اثار بانحاء جسمي باقية حتى الآن. - عدم القدرة على النوم مصاحب لألم لمدة لا تقل عن اسبوعين علماً اني طلبت تقرير من المستشفى الحكومي بالذي حصل.. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-09T21:00:00Z", "due_at": "2024-12-09T11:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-11T21:00:00Z", "second_reminder_sent_at": "2024-12-14T21:00:00Z", "escalated_at": "2024-12-14T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-09T21:00:00Z", "explanation_received_at": "2024-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-15T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30354232, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-12-10 00:00:00", "closed": null, "received": "2024-12-07 14:55:00", "resolved": "2024-12-16 00:00:00", "escalated": "2024-12-15 00:00:00", "first_reminder": "2024-12-12 00:00:00" }, "imported_at": "2026-04-13T22:00:51.694491", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3229", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 3229 } } }, { "model": "complaints.complaint", "pk": "a949a38a-2834-47d2-9da6-ef6205c1897b", "fields": { "created_at": "2023-10-28T11:08:00Z", "updated_at": "2026-04-13T18:58:32.631Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SAAD ALAMMAR", "expected_result": "", "reference_number": "CMP-2023-10-1767", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was admitted to a private room even though the insurance coverage was for a suite. The room was unclean in terms of the furniture. After escalating the matter and addressing them, they admitted her the next day to a suite according to the insurance coverage. This delay caused an inability to provide hospitality services to visitors.", "description": "My wife was admitted to a private room even though the insurance coverage was for a suite. The room was unclean in terms of the furniture. After escalating the matter and addressing them, they admitted her the next day to a suite according to the insurance coverage. This delay caused an inability to provide hospitality services to visitors.\n\n[Arabic]:\nتم إدخال زوجتي لغرفة خاصة مع أن تغطية التأمين سويت (جناح) وكانت الغرفة غير نظيفة من حيث الأثاث وبعد التصعيد ومخاطبتهم أدخلوها في اليوم التالي إلى سويت حسب تغطية التأمين مما تسبب هذا التأخر في عدم الاستطاعة لخدمات الضيافة للزوار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-10-30T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-11-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20112290, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": "2023-11-08 00:00:00", "received": "2023-10-28 14:08:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.628084", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1767", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 1767 } } }, { "model": "complaints.complaint", "pk": "a94ada3d-29b6-42cd-95d5-f637f42be60f", "fields": { "created_at": "2023-09-14T09:51:00Z", "updated_at": "2026-04-13T18:58:20.194Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MUHAMMAD ALAMIN", "expected_result": "", "reference_number": "CMP-2023-09-1626", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "ef101520-b641-449a-9393-5cfa3f818fc3", "title": " I was informed that Mongarwa injections were available, and the doctor told me that the required injections were available. After conducting tests and returning to him, I was informed that they were not available.", "description": " I was informed that Mongarwa injections were available, and the doctor told me that the required injections were available. After conducting tests and returning to him, I was informed that they were not available.\n\n[Arabic]:\n تم افادتي بوجود ابر مونجاروا وتم ابلاغي من قبل الطبيب بوجود الابر المطلوبه وبعد عمل التحاليل والرجوع له يتم افادتي بعدم توفرها .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-18T21:00:00Z", "due_at": "2023-09-16T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-18T21:00:00Z", "explanation_received_at": "2023-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30281963, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-09-19 00:00:00", "closed": " ", "received": "2023-09-14 12:51:00", "resolved": "2023-09-19 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.183690", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1626", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1626 } } }, { "model": "complaints.complaint", "pk": "a952b8a9-51ea-49c6-9145-bba21cbc451c", "fields": { "created_at": "2025-02-23T10:16:00Z", "updated_at": "2026-04-13T19:01:25.754Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3778", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was transferred by ambulance to the hospital, but a service request was not raised, which led to the demand for financial charges.", "description": "The patient was transferred by ambulance to the hospital, but a service request was not raised, which led to the demand for financial charges.\n\n[Arabic]:\nتم نقل المريض عن طريق الاسعاف الى المستشفى ولم يتم رفع طلب شراء الخدمة مما ادى الى المطالبة بمبالغ مالية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-25T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-23T10:16:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3778, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "a9732d3e-f94c-44c1-9650-d4a1926486cb", "fields": { "created_at": "2023-04-13T13:58:00Z", "updated_at": "2026-04-13T18:57:29.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1165-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted the appointments department to book an appointment with Dr. Yamin for my daughter's six-month vaccination. The appointment was scheduled for April 13, 2023, at 4:10 PM, and I clarified several times the purpose of the appointment, which was to receive the six-month vaccination. However, when I went to the vaccination room, I found the nurses were about to leave, and they did not accept to vaccinate my daughter because their shift ended at 4:00 PM. I left without any benefit.", "description": "I contacted the appointments department to book an appointment with Dr. Yamin for my daughter's six-month vaccination. The appointment was scheduled for April 13, 2023, at 4:10 PM, and I clarified several times the purpose of the appointment, which was to receive the six-month vaccination. However, when I went to the vaccination room, I found the nurses were about to leave, and they did not accept to vaccinate my daughter because their shift ended at 4:00 PM. I left without any benefit.\n\n[Arabic]:\nتم التواصل مع المواعيد لحجز موعد مع الطبيب يامن لاخذ تطعيمة الستة اشهر وتم حجز الموعد بتاريخ 13 ابريل 2023م الساعه 4:10 مع التوضيح عدة مرات الغرض من الموعد وهو اخذ تطعيمة الستة اشهر وعند الذهاب لغرفة التطعيم وجدت الممرضات على وشك الخروج ولم يقبلوا تطعيم ابنتي وذلك لانتهاء الدوام الساعه 4:00 مساء وتم مغادرتي دون اي فائدة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-14T21:00:00Z", "due_at": "2023-04-15T13:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-15T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-14T21:00:00Z", "explanation_received_at": "2023-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-16T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30263043, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.11.Vaccinations timing" }, "timeline": { "sent": "2023-04-15 00:00:00", "closed": null, "received": "2023-04-13 16:58:00", "resolved": "2023-04-17 00:00:00", "escalated": null, "first_reminder": "2023-04-16 00:00:00" }, "imported_at": "2026-04-13T21:57:29.522558", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1165-B", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 1165 } } }, { "model": "complaints.complaint", "pk": "a97ec221-43fb-4ff7-950b-78ad7bd92ce9", "fields": { "created_at": "2022-09-13T13:04:00Z", "updated_at": "2026-04-13T18:56:06.194Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0108", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were taken to the emergency room, but there was a delay in the procedures. Upon arrival, a chair with barriers was requested for the child, but it was not provided. When the doctor arrived, he did not explain the child's condition; we were simply told that he was being transferred to surgery.", "description": "We were taken to the emergency room, but there was a delay in the procedures. Upon arrival, a chair with barriers was requested for the child, but it was not provided. When the doctor arrived, he did not explain the child's condition; we were simply told that he was being transferred to surgery.\n\n[Arabic]:\nتم الدخول لقسم الطوارئ وهناك تاخير في الاجراءات وعند الدخول تم طلب كرسي مع الحواجز للطفل ولم يتم توفيره وعند حضور الدكتور لم يتم التوضيح من قبله عن حالة الطفل تم اخبارنا بتحويله للعمليات فقط ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-13T21:00:00Z", "due_at": "2022-09-15T13:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-14T21:00:00Z", "second_reminder_sent_at": "2022-09-16T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-13T21:00:00Z", "explanation_received_at": "2022-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30161165, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-14 00:00:00", "closed": null, "received": "2022-09-13 16:04:00", "resolved": "2022-09-18 00:00:00", "escalated": null, "first_reminder": "2022-09-15 00:00:00" }, "imported_at": "2026-04-13T21:56:06.191683", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0108", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 108 } } }, { "model": "complaints.complaint", "pk": "a9b9a784-376f-4a93-a377-2278c38b2c69", "fields": { "created_at": "2023-05-03T12:54:00Z", "updated_at": "2026-04-13T18:57:38.595Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Hana Sonbol ", "expected_result": "", "reference_number": "CMP-2023-05-1208", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "53e67232-8912-4a5b-b6bd-31421bd8a695", "title": "I went to the pharmacy to get the specified medication, SEMAGLUTIDE (Rybelsus), but the prescription was refused. I was asked to see another doctor and pay a new consultation fee to obtain the medication, even though the same medication was dispensed to me at the pharmacy during a previous visit on March 15, 2023.", "description": "I went to the pharmacy to get the specified medication, SEMAGLUTIDE (Rybelsus), but the prescription was refused. I was asked to see another doctor and pay a new consultation fee to obtain the medication, even though the same medication was dispensed to me at the pharmacy during a previous visit on March 15, 2023.\n\n[Arabic]:\nتم التوجه للصيدليه لصرف الدواء الموضح SEMAGLUTIDE (Rybelsus) حيث تم رفض صرف الدواء وطلب مني الدخول لطبيب اخر ودفع كشفيه جديده لصرف الدواء علما انه تم صرف نفس الدواء من الصيدليه في زياره سابقه بتاريخ 15/3/2023 . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-02T21:00:00Z", "due_at": "2023-05-05T12:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-02T21:00:00Z", "explanation_received_at": "2023-05-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30257441, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2023-05-03 00:00:00", "closed": null, "received": "2023-05-03 15:54:00", "resolved": "2023-06-06 00:00:00", "escalated": null, "first_reminder": "2023-05-04 00:00:00" }, "imported_at": "2026-04-13T21:57:38.586203", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1208", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1208 } } }, { "model": "complaints.complaint", "pk": "a9bd049f-00d8-45ed-9b09-31149016c1b2", "fields": { "created_at": "2024-08-11T20:05:00Z", "updated_at": "2026-04-13T19:00:16.878Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2799", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The dr. Asked me to do an ultra sound, I went to the reception to print the ultrasound details, gave\nthe details to the nurse and was informed that there are 10 people ahead of me. I went back to the dr.\nInforming her that I cannot wait for the ultra sound and need to leave, she raised her voice saying “الناس\nand treatment her ,eventually her from needed I what got I Although ماتنتظري انتي ليش تنتظر كلها\nattitude were rude and disrespectful.", "description": " The dr. Asked me to do an ultra sound, I went to the reception to print the ultrasound details, gave\nthe details to the nurse and was informed that there are 10 people ahead of me. I went back to the dr.\nInforming her that I cannot wait for the ultra sound and need to leave, she raised her voice saying “الناس\nand treatment her ,eventually her from needed I what got I Although ماتنتظري انتي ليش تنتظر كلها\nattitude were rude and disrespectful.\n\n[Arabic]:\nطلب مني الطبيب إجراء فحص بالموجات فوق الصوتية، فذهبت إلى الاستقبال لطباعة تفاصيل الفحص، وأعطيت التفاصيل للممرضة، فأُبلغت أن هناك عشرة أشخاص قبلي. عدت إلى الطبيب.\n\nوأخبرتها أنني لا أستطيع الانتظار لإجراء الفحص وأنني بحاجة للمغادرة، فرفعت صوتها قائلة: \"الناس!\"\nوكانت معاملتها سيئة للغاية، وفي النهاية لم تكن بحاجة إلى أي شيء. على الرغم من أنني كنت بحاجة إلى ذلك، إلا أنني لم أكن بحاجة إلى أي شيء.\nكان أسلوبها فظًا وغير محترم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-11T21:00:00Z", "due_at": "2024-08-13T20:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-11T21:00:00Z", "explanation_received_at": "2024-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-13T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30139650, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-08-12 00:00:00", "closed": null, "received": "2024-08-11 23:05:00", "resolved": "2024-08-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.873444", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2799", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2799 } } }, { "model": "complaints.complaint", "pk": "a9ca5afc-441d-4ac7-9438-379b5b920c61", "fields": { "created_at": "2025-05-12T11:25:00Z", "updated_at": "2026-04-13T19:01:58.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " قسم المواعيد", "expected_result": "", "reference_number": "CMP-2025-05-4149", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The beneficiary was informed that he had a scheduled appointment next Saturday for the extraction of four teeth. However, he was contacted today and informed that the appointment had been rescheduled to Monday instead of Saturday, without any explanation. It is worth noting that the patient cannot wait until Monday due to the presence of an abscess, and he has been prescribed antibiotics that will only last until Saturday.\nThe beneficiary was told by the doctor to either come on Monday or reque", "description": "\"The beneficiary was informed that he had a scheduled appointment next Saturday for the extraction of four teeth. However, he was contacted today and informed that the appointment had been rescheduled to Monday instead of Saturday, without any explanation. It is worth noting that the patient cannot wait until Monday due to the presence of an abscess, and he has been prescribed antibiotics that will only last until Saturday.\nThe beneficiary was told by the doctor to either come on Monday or request a refund of the amount paid.\"\n\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T11:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T11:25:00Z", "explanation_received_at": "2025-05-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4149, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "a9d9bfd0-49ff-457e-8753-0f21ec661a15", "fields": { "created_at": "2024-03-25T18:05:00Z", "updated_at": "2026-04-13T18:59:28.005Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2320", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not appear on SEHATI ", "description": "vaccination not appear on SEHATI \n\n[Arabic]:\nلا تظهر اللقاحات في صحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-24T21:00:00Z", "due_at": "2024-03-27T18:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-24T21:00:00Z", "explanation_received_at": "2024-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30317835, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-03-25 00:00:00", "closed": null, "received": "2024-03-25 21:05:00", "resolved": "2024-03-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.999773", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2320", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2320 } } }, { "model": "complaints.complaint", "pk": "a9da69e1-0596-4771-94df-d59d8f1d8dd2", "fields": { "created_at": "2025-05-26T16:34:00Z", "updated_at": "2026-04-13T19:02:00.713Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارى ", "expected_result": "", "reference_number": "CMP-2025-05-4224", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He reported that he had a suspected heart attack and that he waited for 45 minutes without paying attention to the patient until he was discharged to another hospital.", "description": "He reported that he had a suspected heart attack and that he waited for 45 minutes without paying attention to the patient until he was discharged to another hospital.\n\n[Arabic]:\nيفيد بأن كان لدية اشتباه جلطة قلبية وتم الانتظار مدة 45 دقيقة وعدم الاهتمام في المريض الى ان تم خروجة الى مستشفى اخر ,", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-28T16:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-26T16:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4224, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "a9e74f86-03df-4d69-b859-7f57a230a029", "fields": { "created_at": "2024-12-28T05:37:00Z", "updated_at": "2026-04-13T19:01:02.432Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4904-ABDULRAHMAN ABBAS ALMUTAWAKE", "expected_result": "", "reference_number": "CMP-2024-12-3426", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Changing the procedure code resulted in the insurance company not approving the claim, leading to a financial claim of 18,000 riyals.", "description": "Changing the procedure code resulted in the insurance company not approving the claim, leading to a financial claim of 18,000 riyals.\n\n[Arabic]:\nتغيير كود الاجراء مما ادى الى عدم الحصول على الموافقه من قبل شركة التامين مما ادى الى وجود مطالبه مالية بقيمة 18 الف ريال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 6, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-27T21:00:00Z", "due_at": "2024-12-30T05:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-28T21:00:00Z", "second_reminder_sent_at": "2024-12-28T21:00:00Z", "escalated_at": "2024-12-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-27T21:00:00Z", "explanation_received_at": "2024-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1595072, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and Billing", "classification": "Reimbursements issues" }, "timeline": { "sent": "2024-12-28 00:00:00", "closed": null, "received": "2024-12-28 08:37:00", "resolved": null, "escalated": "2024-12-29 00:00:00", "first_reminder": "2024-12-29 00:00:00" }, "imported_at": "2026-04-13T22:01:02.429662", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3426", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الكلى", "main": "الطبي" }, "original_complaint_num": 3426 } } }, { "model": "complaints.complaint", "pk": "a9fbf0bf-5991-4df4-9193-6700a19dad3f", "fields": { "created_at": "2024-09-04T17:49:00Z", "updated_at": "2026-04-13T19:00:27.236Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MOHAMMED HASSAN SIDAHMED ISMAIL", "expected_result": "", "reference_number": "CMP-2024-09-2868", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "296033d6-4908-4cc2-b536-aac1a6de18f2", "staff": "743d9c0a-d3ee-4a4b-8512-7a24eb9fad0c", "title": "Failure to submit required reports to the insurance company.", "description": "Failure to submit required reports to the insurance company.\n\n[Arabic]:\nعدم رفع تقارير مطلوبة الى شركة التامين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-03T21:00:00Z", "due_at": "2024-09-06T17:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-03T21:00:00Z", "explanation_received_at": "2024-09-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30343754, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-09-04 00:00:00", "closed": null, "received": "2024-09-04 20:49:00", "resolved": "2024-09-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.232112", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2868", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2868 } } }, { "model": "complaints.complaint", "pk": "aa279f74-a1b5-47b7-aa19-cb64a551330d", "fields": { "created_at": "2023-03-02T10:55:00Z", "updated_at": "2026-04-13T18:57:16.188Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "REEM ALANAZI", "expected_result": "", "reference_number": "CMP-2023-03-0961", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 1, 2023, I went to the dental clinic where the doctor asked me to have an x-ray. I waited at the radiology clinic, but I wasn't called. A staff member went out, and after confirming that there were no other patients present, I...An employee inside the clinic was there to serve me. I was assisted by a dental technician, and they were contacted to come and provide me with service, but I waited for a long time without any response from them, which led to my extreme dissatisfaction and my l", "description": "On March 1, 2023, I went to the dental clinic where the doctor asked me to have an x-ray. I waited at the radiology clinic, but I wasn't called. A staff member went out, and after confirming that there were no other patients present, I...An employee inside the clinic was there to serve me. I was assisted by a dental technician, and they were contacted to come and provide me with service, but I waited for a long time without any response from them, which led to my extreme dissatisfaction and my leaving without completing any procedure with the dental clinics in the hospital.\n\n[Arabic]:\nتم حضوري بتاريخ 1 مارس 2023 لعيادة الاسنان حيث طلب مني الطبيب عمل اشعه وتم انتظاري لدى عيادة الاشعة ولم يتم مناداتي حيث خرجت موظفة القسم وبعد تأكدي من عدم وجود اي موظف داخل العيادة لخدمتي ، تم مساعدتي من قبل فني أسنان وتم الاتصال عليهم للحضور لتقديم الخدمة لي ولكن تم انتظاري لوقت طويل دون الاستجابة من قبلهم مما ادى الى استيائي الشديد ومغادرتي دون اكمال اي اجراء مع عيادات الاسنان في المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-04T10:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": "2023-03-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255750, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Delays", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-02 13:55:00", "resolved": "2023-03-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.185276", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0961", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 961 } } }, { "model": "complaints.complaint", "pk": "aa2898d8-f62f-496b-9185-0321c5cd3f79", "fields": { "created_at": "2023-12-03T17:14:00Z", "updated_at": "2026-04-13T18:58:53.372Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1915", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I took my father to the emergency department due to a rise in blood sugar. The doctor was late, and after he arrived, he did not check the blood sugar and ordered a test. No employee came to take the test, so I rushed my father to another hospital. After my father was treated, I went back to ask for the money, and the on-duty manager refused, claiming that the doctor had visited the patient, even though no medical procedure had been performed.", "description": "I took my father to the emergency department due to a rise in blood sugar. The doctor was late, and after he arrived, he did not check the blood sugar and ordered a test. No employee came to take the test, so I rushed my father to another hospital. After my father was treated, I went back to ask for the money, and the on-duty manager refused, claiming that the doctor had visited the patient, even though no medical procedure had been performed.\n\n[Arabic]:\n حضرت بوالدي قسم الطوارئ اثر ارتفاع في السكر حيث تاخر الطبيب ثم بعد الحضور لم يفحص السكر وطلب تحليل ولم يتم حضور موظف لاخذ التحليل وخرجت بوالدي مسرعا لمستشفى اخر وبعد اسعاف والدي رجعت اطلب المبلغ و رفض المدير المناوب بحجة ان الطبيب زار المريض علما انه لم يتم عمل اي اجراء طبي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-03T21:00:00Z", "due_at": "2023-12-05T17:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-03T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303120, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2023-12-04 00:00:00", "closed": null, "received": "2023-12-03 20:14:00", "resolved": "2023-12-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.361210", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1915", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1915 } } }, { "model": "complaints.complaint", "pk": "aa7093c3-5ec3-4ee8-9b7e-02022e4866bf", "fields": { "created_at": "2025-03-19T19:34:00Z", "updated_at": "2026-04-13T19:01:36.408Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3922", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent the imaging a week before the scheduled appointment at the doctor's request, but the issues were not resolved. The doctor recommended performing the imaging again after a week, but I did not benefit from it. Usually, detailed imaging is done after a longer period. I request a refund for the amount paid for both imaging sessions.", "description": "I underwent the imaging a week before the scheduled appointment at the doctor's request, but the issues were not resolved. The doctor recommended performing the imaging again after a week, but I did not benefit from it. Usually, detailed imaging is done after a longer period. I request a refund for the amount paid for both imaging sessions.\n\n[Arabic]:\nأجريت الأشعة قبل أسبوع من الموعد المحدد بناءً على طلب الدكتورة، لكن لم تُحل المشاكل. أوصت الدكتورة بإجراء الأشعة مرة أخرى بعد أسبوع، لكنني لم أستفد منها. عادةً يتم إجراء الأشعة التفصيلية بعد فترة أطول. أطلب استرجاع المبلغ المدفوع للأشعتين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T19:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T19:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3922, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "aa74a025-8d75-4c65-9e32-34b768bfc0e7", "fields": { "created_at": "2023-01-31T14:50:00Z", "updated_at": "2026-04-13T18:56:57.673Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAMDOUH MATAR HASSAN ALAMRI", "expected_result": "", "reference_number": "CMP-2023-01-0828", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited for almost an hour to receive approval from the insurance company. I went to the employee, and as soon as I stood at his desk, he took a phone call on his mobile, speaking with the other party. He didn't acknowledge my waiting time, and I was then directed to the employee next to him to complete the procedure.\n", "description": "I waited for almost an hour to receive approval from the insurance company. I went to the employee, and as soon as I stood at his desk, he took a phone call on his mobile, speaking with the other party. He didn't acknowledge my waiting time, and I was then directed to the employee next to him to complete the procedure.\n\n\n[Arabic]:\nتم انتظاري مايقارب ساعة لاستلام الموافقة من التأمين، أذهب للموظف وفور وقوفي عند مكتبھ يقوم باستلام مكالمة\nهاتفية على جوالھ يتحدث فيها مع الطرف الآخر ولم يتم تقدير وقوفي أمامھ رغم فترة الإنتظار، وتم ذهابي الى الموظفة\nالتي بجانبھ لإنهاء الإجراء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T14:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30223782, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 17:50:00", "resolved": "2023-02-06 00:00:00", "escalated": null, "first_reminder": "2023-02-04 00:00:00" }, "imported_at": "2026-04-13T21:56:57.664414", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0828", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 828 } } }, { "model": "complaints.complaint", "pk": "aaa0f1e5-5f24-4f21-ab45-6224348aacae", "fields": { "created_at": "2024-04-22T11:46:00Z", "updated_at": "2026-04-13T18:59:37.316Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2385", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary contacted the hospital to inquire about the issuance of approval, but there was no response from the service provider. The approval was later denied by the insurance because the approvals department did not respond to the insurance, and no reports were submitted to the insurance.", "description": "The beneficiary contacted the hospital to inquire about the issuance of approval, but there was no response from the service provider. The approval was later denied by the insurance because the approvals department did not respond to the insurance, and no reports were submitted to the insurance.\n\n[Arabic]:\nتم التواصل من قبل المستفيد مع المستشفى ليستفسر عن صدور موافقه ولم يوجد تجاوب من قبل مقدم الخدمة وتم رفض الموافقه لاحقا من قبل التأمين بسبب ان قسم الموافقات لايتجاوبون مع التأمين ولم يتم رفع تقارير الى التأمين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-21T21:00:00Z", "due_at": "2024-04-24T11:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-21T21:00:00Z", "explanation_received_at": "2024-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30102339, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-04-22 00:00:00", "closed": null, "received": "2024-04-22 14:46:00", "resolved": "2024-04-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.310481", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2385", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2385 } } }, { "model": "complaints.complaint", "pk": "aaaee649-8153-4edb-a092-1a1460ec941e", "fields": { "created_at": "2024-02-13T14:41:00Z", "updated_at": "2026-04-13T18:59:18.338Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2195", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The joint statement issued on 2/10 regarding (dispensing medication) indicates that the insurance company has not submitted a request for medical approval, and it was stated that there are medications that the Health Council is preventing us from submitting a request for insurance approval.", "description": "The joint statement issued on 2/10 regarding (dispensing medication) indicates that the insurance company has not submitted a request for medical approval, and it was stated that there are medications that the Health Council is preventing us from submitting a request for insurance approval.\n\n[Arabic]:\nتواصل المستفيد يفيد بتاريخ 2/10 المتعلقة (صرف دواء)عدم رفع طلب الموافقة الطبية لشركة التامين وتمت افادته ان يوجد ادويه مجلس الضمان الصحي تمنعنا من رفع طلب الموافقة لشركة التامين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-14T21:00:00Z", "due_at": "2024-02-15T14:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-16T21:00:00Z", "second_reminder_sent_at": "2024-02-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-14T21:00:00Z", "explanation_received_at": "2024-02-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30036213, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-15 00:00:00", "closed": null, "received": "2024-02-13 17:41:00", "resolved": "2024-02-18 00:00:00", "escalated": null, "first_reminder": "2024-02-17 00:00:00" }, "imported_at": "2026-04-13T21:59:18.327299", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2195", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2195 } } }, { "model": "complaints.complaint", "pk": "aab055a5-5edb-4889-814e-45a614c5c48f", "fields": { "created_at": "2022-09-01T15:17:00Z", "updated_at": "2026-04-13T18:56:04.912Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0053", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We contacted the appointments department at different times to confirm the appointment. We were informed in each call that the doctor was available. We contacted them on the day of the appointment before coming from a distant area and were informed that the doctor was available and that we should come for the appointment. Upon arrival, a message was sent canceling the appointment less than half an hour beforehand, even though they were informed that the doctor had left Al-Hammadi Hospital, and t", "description": "We contacted the appointments department at different times to confirm the appointment. We were informed in each call that the doctor was available. We contacted them on the day of the appointment before coming from a distant area and were informed that the doctor was available and that we should come for the appointment. Upon arrival, a message was sent canceling the appointment less than half an hour beforehand, even though they were informed that the doctor had left Al-Hammadi Hospital, and this was not confirmed until my arrival.\n\n[Arabic]:\nتم التواصل مع قسم المواعيد في اوقات مختلفة للتأكد من الموعد يتم اخبارنا في كل اتصال بوجود الدكتور وتم التواصل في نفس يوم الموعد قبل الحضور من منطقة بعيدة وتم اخبارنا بوجود الدكتور والحضور للموعد وعند القدوم تم ارسال رسالة بالغاء الموعد باقل من نص ساعه علما انه تم اخبارهم ان الدكتور تم خروجه من مستشفى الحمادي ولم يتم تاكيد ذلك لحين قدومي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-31T21:00:00Z", "due_at": "2022-09-03T15:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-31T21:00:00Z", "explanation_received_at": "2022-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20281028, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-01 00:00:00", "closed": null, "received": "2022-09-01 18:17:00", "resolved": "2022-09-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:04.909328", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0053", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 53 } } }, { "model": "complaints.complaint", "pk": "aac4f7e8-06bc-4d3f-a899-34ffae15d802", "fields": { "created_at": "2023-10-30T10:24:00Z", "updated_at": "2026-04-13T18:58:33.076Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1773", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing my eighth complaint regarding the same issue. I was told to resubmit the complaint against the hospital because they did not respond, and that I should follow up. My previous complaint number was 230822-8471. My son, Ziad, was admitted to the hospital on Wednesday, June 21st, for sinus surgery. Due to the delicate and complex nature of the surgery in the sinus above the eye, it required a special navigation device to reach the location without damaging the nerve area behind the eye. ", "description": "I am filing my eighth complaint regarding the same issue. I was told to resubmit the complaint against the hospital because they did not respond, and that I should follow up. My previous complaint number was 230822-8471. My son, Ziad, was admitted to the hospital on Wednesday, June 21st, for sinus surgery. Due to the delicate and complex nature of the surgery in the sinus above the eye, it required a special navigation device to reach the location without damaging the nerve area behind the eye. The surgery was scheduled to take about 20 to 30 minutes, but it lasted for more than two and a half hours. I was surprised and worried because there was no explanation or information given to me. Every time I asked about the reason for the delay, the operating room staff directed me to the recovery room, claiming that the surgery was over. The recovery room staff then said that the patient was not in the room. Finally, they admitted in the operating room that my son was still in the room but did not give me any reason for the delay. When he came out, the doctor informed me that the surgery was not completed because the navigation device malfunctioned as soon as the procedure began. They contacted the maintenance company, but they couldn't come due to time constraints. A video call was arranged for repairs, but they were unsuccessful. They continued administering additional doses of anesthesia to my son throughout this period without considering waking him or canceling the procedure. I obtained a detailed report of what happened during the operation, which confirms what I mentioned above. They also stated that they attempted to operate blindly, without even using an alternative endoscope, which is extremely dangerous, a fact no two doctors would dispute. My son was hospitalized for three days because they anticipated complications. He was discharged after this ordeal without any improvement and with the same symptoms. Thankfully, no harm has occurred so far, but it required a transfer to another hospital (Sulaiman Al Habib) for the procedure. The request was submitted, but it was rejected by the insurance company because their records indicate the operation was already performed and the hospital received full payment. The insurance company and I tried to contact the hospital to cancel the request, but to no avail. I went and met with the hospital director, who promised a solution last Monday, but there has been no response or reply to my calls or messages. A report from Sulaiman Al Habib Hospital is attached confirming the same problem after the surgery. I implore you to help, as my son needs the surgery and to return to university as soon as possible. I request your assistance in canceling the hospital's request and imposing the necessary penalties on them. May God reward you.\n\n[Arabic]:\nقوم برفع الشكوى للمرة الثامنة بخصوص نفس المشكلة حيث تمت افادتي بإعادة تقديم الشكوى ضد المستشفى مرة اخرى حيث انهم لم يتجاوبوا وانكم ستقومون بالمتابعة. رقم الشكوى السابقة 230822-8471 تم تنويم ابني زياد في النستشفى يوم الأربعاء 21 - 6 لإجراء عملية في الجيوب الانفية ونظرا لدقة وصعوبة العملية في الجيب الانفي فوق العين، تطلب ذلك عملها بجهاز ملاحة خاص للوصول الى المكان دون الاضرار بالمنطقة العصبية خلف العين. كان من المقرر ان تستغرق العملية حوالي 20 الى 30 دقيقة ولكنها استمرت لاكثر من ساعتين ونصف. استغربت وقلقت بسبب عدم توضيح السبب او اعطائي اية معلومات وفي كل مرة أسأل فيها عن سبب التأخير كان قسم العمليات يرشدني الى قسم الافاقة بحجة انها انتهت وبرد قسم الافاقة بأن المريض ليس بالداخل. وفي النهاية اعترفوا في قسم العمليات ان ابني مازال في الداخل ولم يعطوني اية اسباب للتأخير. عندما خرج ابلغني الدكتور ان العملية لم تتم لأن جهاز الملاحة تعطل بمجرد البدء في العملية. وقاموا بالتواصل مع شركة الصيانة التي لم تستطع القدوم لضيق الوقت وتم عمل مكالمة فيديو ليتم الاصلاح خلالها ولم يتمكنوا من ذلك مع استمرارهم باعطاء جرعات مخدر اضافية لابني طوال هذه المدة ودون ان يفكروا بافاقته والغاء العمل. حصلت على تقرير مفصل لما حدث اثناء العملية وهو ما يثبت ما تم ذكره اعلاه بالاضافة الى انهم ذكروا انهم حاولوا العمل بدون الجهاز (Blindly) وبدون حتى استخدام منظار بديل وهذا خطر جدا لا يختلف عليه طبيبين. تم تنويم ابني لمدة 3 ايام لانهم كانوا يتوقعون حصول مضاعفات ثم خرج بعد هذه المعاناة بدون اي تحسن وبنفس الشكوى ولكن على الاقل بحفظ الله لم يحصل اضرار حتى الان ولكن تطلب الامر الذهاب لمستشفى اخر (سليمان الحبيب) لاجراء العملية وتم رفع الطلب ولكن تم الرفض من التأمين لان سجلاتهم تشير الى ان العملية تمت بالفعل وان المستشفى تقاضى كامل المبلغ. حاولت شركت التأمين كما حاولت انا التواصل مع المستشفى لالغاء الطلب دون نتيجة وذهبت وقابلت مدير المستشفى ووعدني بالحل منذ يوم الإثنين الماضي وايضا بدون تجاوب او حتى الرد على مكالماتي او رسائلي. تم ارفاق تقرير من مستشفى سليمان الحبيب يثبت وجود نفس المشكلة بعد اجراء العملية. ارجو منكم المساعدة لأن ابني بحاجة لاجراء العملية والعودة الى جامعته بأسرع وقت. ارجو المساعدة فيما يلي الغاء الطلب من قبل المستشفى توقيع العقوبة اللازمة عليهم وجزاكم الله خيرا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-29T21:00:00Z", "due_at": "2023-11-01T10:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-29T21:00:00Z", "explanation_received_at": "2023-10-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1545711, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Treatment", "classification": "Treatment plan issues" }, "timeline": { "sent": "2023-10-30 00:00:00", "closed": null, "received": "2023-10-30 13:24:00", "resolved": "2023-10-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:33.071452", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1773", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1773 } } }, { "model": "complaints.complaint", "pk": "aadc00f7-8cc7-4b09-8090-a0c7e78d8504", "fields": { "created_at": "2025-06-25T14:27:00Z", "updated_at": "2026-04-13T19:02:12.428Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " قسم التخدير", "expected_result": "", "reference_number": "CMP-2025-06-4385", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Two days before the cesarean section, we agreed with the anesthesiologist, Siddiq, to ​​give the patient a long-acting painkiller (Tap block), which would last for 2-3 days. Unfortunately, he didn't give it to her, claiming it wasn't available. He didn't inform us of this until after the patient had finished the procedure. If he had told us, we would have postponed the surgery until it was available. The patient is currently suffering from severe pain and is being given weak or short-acting int", "description": " Two days before the cesarean section, we agreed with the anesthesiologist, Siddiq, to ​​give the patient a long-acting painkiller (Tap block), which would last for 2-3 days. Unfortunately, he didn't give it to her, claiming it wasn't available. He didn't inform us of this until after the patient had finished the procedure. If he had told us, we would have postponed the surgery until it was available. The patient is currently suffering from severe pain and is being given weak or short-acting intramuscular painkillers. She is unable to move due to the surgery. After I asked him to give her a Tab block, he told me she had to be in the operating room because ultrasound is required.\n\n[Arabic]:\n تم الاتفاق مع دكتور التخدير صديق قبل اجراء عملية الولادة القيصرية بيومين على إعطاء المريضة مسكن طويل\nالمفعول لمدة ٣-٢ يوم ( Tap block ( لكنه للأسف لم يعطها إياه بحجة انه غير متوفر ولم يبلغنا بذلك إلا بعد خروج\nالمريضة من العملية ولو كان اخبرنا لكنا أجلنا موعد العملية لحين توفيره مع العلم ان المريضة تعاني الان من ألم\nشديد ويتم اعطائها مسكنات ضعيفة أو قصيرة المفعول في العضل وهي غير قادرة على الحركة بسبب الجراحة\nوبعد طلبي منه إعطائها Tab block اخبرني بانه لابد ان تكون داخل العمليات لانه يلزم موجات صوتية", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-27T14:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-25T14:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4385, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "aaf61016-659f-4ece-b25d-0babbb9adae9", "fields": { "created_at": "2023-02-12T08:32:00Z", "updated_at": "2026-04-13T18:57:06.088Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0896", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On February 12, 2023, I was treated in an inappropriate and rude manner by the approvals employee, and the required service was not provided. The supervisor was notified, and the service was not provided", "description": "On February 12, 2023, I was treated in an inappropriate and rude manner by the approvals employee, and the required service was not provided. The supervisor was notified, and the service was not provided\n\n[Arabic]:\nفي 12 فبراير 2023، تعرضتُ لمعاملة غير لائقة ووقحة من قِبل موظف قسم الموافقات، ولم تُقدَّم لي الخدمة المطلوبة. حيث تم ذهابي الى لمشرفه، و تُقدَّيم الخدمة لي.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-11T21:00:00Z", "due_at": "2023-02-14T08:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-12T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-11T21:00:00Z", "explanation_received_at": "2023-02-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-13T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249228, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-12 00:00:00", "closed": null, "received": "2023-02-12 11:32:00", "resolved": "2023-02-14 00:00:00", "escalated": null, "first_reminder": "2023-02-13 00:00:00" }, "imported_at": "2026-04-13T21:57:06.084618", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0896", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 896 } } }, { "model": "complaints.complaint", "pk": "ab11f4d6-112c-48f5-bddd-9dd2e9a8956f", "fields": { "created_at": "2024-02-22T13:48:00Z", "updated_at": "2026-04-13T18:59:19.246Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr FARHAN ABDUL AZEEZ", "expected_result": "", "reference_number": "CMP-2024-02-2227", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "e59c1914-3c96-42cd-9f1b-778a86c81f84", "title": " patient come to appointment on time and wait for 2 hours and then after waiting , the doctor leave the clinic and no one calling her to enter to the clinic", "description": " patient come to appointment on time and wait for 2 hours and then after waiting , the doctor leave the clinic and no one calling her to enter to the clinic\n\n[Arabic]:\nحضرت المريضة إلى موعدها في الوقت المحدد وانتظرت لمدة ساعتين، وبعد ذلك غادر الطبيب العيادة ولم يناديها أحد للدخول.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-24T21:00:00Z", "due_at": "2024-02-24T13:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-24T21:00:00Z", "explanation_received_at": "2024-02-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-24T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30130843, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-02-25 00:00:00", "closed": null, "received": "2024-02-22 16:48:00", "resolved": "2024-02-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.240694", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2227", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2227 } } }, { "model": "complaints.complaint", "pk": "ab21a6bd-f6a7-422d-a099-bcd3d9d16878", "fields": { "created_at": "2023-04-30T14:03:00Z", "updated_at": "2026-04-13T18:57:30.643Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1195", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy window number 11 on April 29, 2023, where a medication completely different from what the doctor prescribed was dispensed. The obstetrician prescribed Cerazette contraceptive pills, but the pharmacist dispensed Zertazin, an allergy medication. A photo of the medication has been attached.", "description": "I went to the pharmacy window number 11 on April 29, 2023, where a medication completely different from what the doctor prescribed was dispensed. The obstetrician prescribed Cerazette contraceptive pills, but the pharmacist dispensed Zertazin, an allergy medication. A photo of the medication has been attached.\n\n[Arabic]:\nتم التوجهه الى الصيديلة شباك رقم 11 بتاريخ 29 ابريل 2023م حيث تم صرف دواء مختلف تماماً عن ماوصفه الطبيب حيث وصفت طبيبة النساء والولادة حبوب منع حمل سيرازيت وقام الصيدلاني بصرف دواء زيرتازين مضاد للحساسية. تم ارفاق صورة الدواء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-30T21:00:00Z", "due_at": "2023-05-02T14:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-30T21:00:00Z", "explanation_received_at": "2023-04-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247855, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2023-05-01 00:00:00", "closed": null, "received": "2023-04-30 17:03:00", "resolved": "2023-05-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:30.640704", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1195", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1195 } } }, { "model": "complaints.complaint", "pk": "ab2dabe4-5763-4449-948b-b0612beecfda", "fields": { "created_at": "2024-06-07T16:34:00Z", "updated_at": "2026-04-13T18:59:56.850Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2560", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the pharmacy on June 5 to collect Medtronic insulin pump supplies. However, the sensor was not available. The Sudanese pharmacist informed me that it was out of stock and that they would provide me with a referral to an external pharmacy.\n\nAfter submitting the request, I received a rejection stating that supplies for five months had already been dispensed to me. I informed them that this was incorrect and stated that I would file a complaint with Nazaha. After that, they changed their ", "description": "I visited the pharmacy on June 5 to collect Medtronic insulin pump supplies. However, the sensor was not available. The Sudanese pharmacist informed me that it was out of stock and that they would provide me with a referral to an external pharmacy.\n\nAfter submitting the request, I received a rejection stating that supplies for five months had already been dispensed to me. I informed them that this was incorrect and stated that I would file a complaint with Nazaha. After that, they changed their statement and informed me that only three months had previously been dispensed and that the item was now available and I could come to the pharmacy to collect it.\n\nHowever, when I visited the pharmacy on Friday, June 7, they informed me that the item was in the warehouse.\n\n[Arabic]:\nتم زيارة الصيدلية يوم 5 يونيو لصرف اغراض ادوات مضخة السكر ميدترونيك وبقي السنسور ابلغتني الصيدلية\nالسودانيه انه غير متوفر وسوف نعطيك تحويل لصيدليه خارجيه وعند رفع الطلب وصلني رفض بسبب افادتهم\nانه تم صرف ادوات لخمسةاشهر وتم ابلاغهم بان هذا غير صحيح وسوف اشتكي لنزاهه بعد ذلك غيروا اقوالهم وتم افادتي فعلا صرفنا سابقا ٣ شهور ويوجد لدينا الان ويمكنك الحضور للصيدليه لاستلامه وعند زيارة الصيدلية يوم الجمعه 7 يونيو اجابوا الصيدليه بانه في المستودع .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-12T21:00:00Z", "due_at": "2024-06-09T16:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-21T21:00:00Z", "second_reminder_sent_at": "2024-06-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-12T21:00:00Z", "explanation_received_at": "2024-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30154621, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-06-13 00:00:00", "closed": null, "received": "2024-06-07 19:34:00", "resolved": "2024-07-06 00:00:00", "escalated": null, "first_reminder": "2024-06-22 00:00:00" }, "imported_at": "2026-04-13T21:59:56.845568", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2560", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2560 } } }, { "model": "complaints.complaint", "pk": "ab33d78e-24c2-4a99-bc98-62598e543951", "fields": { "created_at": "2022-11-21T16:30:00Z", "updated_at": "2026-04-13T18:56:32.785Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. azzah Almatt", "expected_result": "", "reference_number": "CMP-2022-11-0569", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 19, 2022, I went with my wife and my two-year-old daughter because we had an appointment with Dr. Azza regarding my wife. We went to the clinic, and the clinic door was open and there was no patient, so I knocked on the door and went in to the doctor to ask her questions, but she confronted us angrily and asked us to leave and wait until we were called without giving us a chance to ask questions. We were called and went in, but the doctor asked us to take the child out of the clinic ", "description": "On November 19, 2022, I went with my wife and my two-year-old daughter because we had an appointment with Dr. Azza regarding my wife. We went to the clinic, and the clinic door was open and there was no patient, so I knocked on the door and went in to the doctor to ask her questions, but she confronted us angrily and asked us to leave and wait until we were called without giving us a chance to ask questions. We were called and went in, but the doctor asked us to take the child out of the clinic in a way that frightened the child, so she started crying. I told her that the child was very attached to her mother, so I ask her to allow her to stay, but she refused and said that she would not do her work before the child left. Nevertheless, she went out with my daughter to wait outside and started talking to my wife and examining her in an inappropriate way and did not allow her to ask questions about her condition. My wife wanted to understand her condition and what the next procedures would be, but the doctor was angry and refused to answer any questions and told my wife, “You will be tired with me, go to your old doctor and do not ask any questions.”\n\n[Arabic]:\n بتاريخ 19 نوفمبر2022م حضرت مع زوجتي و ابنتي بعمر السنتين حيث أنه يوجد عندنا موعد مع الدكتورة عزة بشأن زوجتي وتوجهنا إلى العيادة و كان باب العيادة مفتوح و لم يكن هناك أي مريض لذلك طرقت الباب و دخلت على الدكتورة لأستفسر منها لكنها واجهتنا بغضب و طلبت منا الخروج و الانتظار لحين مناداتنا دون إعطائنا فرصة للاستفسار، تم مناداتنا دخلنا لكن الدكتورة طلبت إخراج الطفلة خارج العيادة بطريقة أرعبت الطفلة فأخذت تبكي فقلت لها أن الطفلة متعلقة جدآ بأمها فأرجو السماح ببقائها لكنها رفضت و قالت بأنها لن تقوم بعملها قبل خروج الطفلة و مع ذلك خرجت مع ابنتي للانتظار خارجآ و بدأت تتكلم مع زوجتي و تعاينها بطريقة غير لائقة و لم تسمح لها بأن تطرح أسئلة استفسارية عن حالتها و كانت زوجتي تريد فهم حالتها و ماذا ستكون الإجراءات التالية لكن الدكتورة كانت غاضبة و رفضت الإجابة عن أي سؤال و قال لزوجتي أنت سوف تكونين متعبه معي اذهبي إلى دكتورتك القديمة و لا تسألي أي سؤال . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-20T21:00:00Z", "due_at": "2022-11-23T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-20T21:00:00Z", "explanation_received_at": "2022-11-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-22T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30091948, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-21 00:00:00", "closed": null, "received": "2022-11-21 19:30:00", "resolved": "2022-11-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.780026", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0569", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 569 } } }, { "model": "complaints.complaint", "pk": "ab54907b-7c3e-4525-8a03-d4a56957184c", "fields": { "created_at": "2022-10-31T11:41:00Z", "updated_at": "2026-04-13T18:56:22.687Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ABUGANAYA ", "expected_result": "", "reference_number": "CMP-2022-10-0487", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 30, 2022, I went to Dr. Mahmoud’s clinic, where he was busy with a phone call and I waited for a long time until the call ended. I was treated inappropriately by the doctor because I told him about my dissatisfaction with him being busy with the phone.", "description": "On October 30, 2022, I went to Dr. Mahmoud’s clinic, where he was busy with a phone call and I waited for a long time until the call ended. I was treated inappropriately by the doctor because I told him about my dissatisfaction with him being busy with the phone.\n\n[Arabic]:\nتم حضوري بتاريخ 30 اكتوبر 2022م لعيادة الطبيب محمود حيث تم انشغال الطبيب بمكالمة هاتفية وتم انتظاري لفترة طويلة لحين انتهاء المكالمه وتم التعامل معي من قبل الطبيب بشكل غير لائق وذلك بسبب اخباري له عن استيائي بإنشغاله بالهاتف . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": "2022-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30228588, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": null, "received": "2022-10-31 14:41:00", "resolved": "2022-11-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.677963", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0487", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 487 } } }, { "model": "complaints.complaint", "pk": "ab89af61-a4d6-48f8-8b3d-894e682686ae", "fields": { "created_at": "2022-11-17T17:02:00Z", "updated_at": "2026-04-13T18:56:32.208Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0550", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Attallah Al-Rahili's clinic on November 13, 2022, at 5 PM and was on the waiting list.\n\nI met with the doctor, who ordered some tests. He told me, in the presence of the coordinator, to come back on Tuesday, November 15, 2022. I contacted the coordinator via WhatsApp and asked her to put me on the waiting list because I live in Al-Kharj. She refused, saying I had to come in person and register my name at reception upon arrival. I arrived at the hospital, and my name was registered ", "description": "I visited Dr. Attallah Al-Rahili's clinic on November 13, 2022, at 5 PM and was on the waiting list.\n\nI met with the doctor, who ordered some tests. He told me, in the presence of the coordinator, to come back on Tuesday, November 15, 2022. I contacted the coordinator via WhatsApp and asked her to put me on the waiting list because I live in Al-Kharj. She refused, saying I had to come in person and register my name at reception upon arrival. I arrived at the hospital, and my name was registered at the clinic reception. I asked the coordinator how many patients were ahead of me, and she said she didn't know. I waited for a long time and contacted the coordinator again, asking how many patients were ahead of me, but she ignored me. I waited another two hours and asked the coordinator how many patients were ahead of me. She told me there were three patients ahead of me. Four patients were then seen. I asked the coordinator, \"You told me there were three patients ahead of me, and now a fourth one has come in.\" She replied that he had an appointment and I had to wait. After that, four more patients were called. And so I found myself the last patient waiting, and it was almost 10:30. I was upset with the coordinator, who was a child, for letting patients who had arrived hours later go ahead of me and putting my name last on the list.\n\n[Arabic]:\n تم زيارة عيادة الطبيب عطالله الرحيلي بتاريخ 13 نوفمبر 2022 الساعة 5 مساء وكنت في قائمة الانتظار\nوألتقيت بالطبيب وطلب مني بعض التحاليل وقال لي بحضور المنسقه أن ازوره يوم الثلاثاء تاريخ 15 نوفمبر 2022 م وتم التواصل مع المنسقه و طلب منها عبر الواتس اب ان تقوم بتسجيلي انتظار لانني ساكن في مدينة الخرج. رفضت وقالت يجب أن أحضر بنفسي وأسجل اسمي في الاستقبال حضورياً عند وصولي. وصلت المستشفى وتم تسجيل اسمي عند استقبال العيادات وتم سؤال المنسقة كم عدد المرضى قبلي، ذكرت بأنها لا تعرف تم انتظاري لفترة طويلة و تواصلت مع المنسقة مرة اخرى وطلبت منها معرفه كم عدد المرضى الذين قبلي وتم تجاهلي من قبلها و انتظرت ساعتين اضافيتين وسألت المنسقه كم عدد المرضى امامي وقالت لي امامك 3 مرضى. وتم دخول 4 مرضى تم سؤال المنسقة “قلت لي امامي 3 مرضى،الان دخل مريض رابع” تم الرد عنده موعد لازم تنتظر . وبعدها تم مناداة 4 مرضى اضافيين. واذا بي أكون أخر مريض ينتظر واذا بالساعة قاربت الى 10:30 تقريبا. حيث تم استيائي من المنسقة طفله وادخالها لمرضى انتظار جاؤو بعدي بساعات ووضعت المنسقة اسمي أخر اسم في القائمة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-16T21:00:00Z", "due_at": "2022-11-19T17:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-18T21:00:00Z", "second_reminder_sent_at": "2022-11-19T21:00:00Z", "escalated_at": "2022-11-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-16T21:00:00Z", "explanation_received_at": "2022-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234797, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-11-17 00:00:00", "closed": null, "received": "2022-11-17 20:02:00", "resolved": "2022-11-28 00:00:00", "escalated": "2022-11-23 00:00:00", "first_reminder": "2022-11-19 00:00:00" }, "imported_at": "2026-04-13T21:56:32.204949", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0550", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 550 } } }, { "model": "complaints.complaint", "pk": "ab9bc0a2-6086-492c-9104-cc70433598aa", "fields": { "created_at": "2024-11-23T17:13:00Z", "updated_at": "2026-04-13T19:00:50.368Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11936-AZZAH JAFAR BASHEIR ", "expected_result": "", "reference_number": "CMP-2024-11-3212", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay and a wait of approximately one hour for a confirmed appointment at (7:30) PM, as I entered my appointment after 8:30 PM.", "description": "There was a delay and a wait of approximately one hour for a confirmed appointment at (7:30) PM, as I entered my appointment after 8:30 PM.\n\n[Arabic]:\nتاخير و انتظار بما يقارب الساعة على موعد مؤكد الساعة (7:30) م , حيث اني دخلت موعدي بعد 8:30 م .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-25T17:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": "2024-11-24T21:00:00Z", "escalated_at": "2024-11-25T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30156862, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-23 20:13:00", "resolved": "2024-11-28 00:00:00", "escalated": "2024-11-26 00:00:00", "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.362473", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3212", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3212 } } }, { "model": "complaints.complaint", "pk": "aba3c0e2-595b-4f31-9eff-5b67d6e1c3e0", "fields": { "created_at": "2024-10-20T02:22:00Z", "updated_at": "2026-04-13T19:00:38.969Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3054", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the hospital for delivery on October 10, and I was treated harshly by the nursing who were beating my stomach at the time of labor , which led to my bladder being prolapsed . They also had to put a catheter before that to empty urine from the bladder, but they did not do this, causing me physical and psychological pain by that . A picture of the abdominal bruises after labor is attached. I hope who ever is the reason to be held accountable and and i demand meterial and psychological ", "description": "I came to the hospital for delivery on October 10, and I was treated harshly by the nursing who were beating my stomach at the time of labor , which led to my bladder being prolapsed . They also had to put a catheter before that to empty urine from the bladder, but they did not do this, causing me physical and psychological pain by that . A picture of the abdominal bruises after labor is attached. I hope who ever is the reason to be held accountable and and i demand meterial and psychological compensations as a result of the panic and pain I suffered. \n\n[Arabic]:\nوصلتُ إلى المستشفى للولادة في العاشر من أكتوبر، وتعرضتُ لمعاملة قاسية من قِبل الممرضات اللواتي كنّ يضربن بطني أثناء المخاض، مما أدى إلى هبوط المثانة. كان من المفترض أن يضعن قسطرة بولية قبل ذلك لتفريغ المثانة، لكنهن لم يفعلن، مما سبب لي ألمًا جسديًا ونفسيًا. مرفق صورة للكدمات التي ظهرت على بطني بعد الولادة. آمل أن يُحاسب المسؤولون عن هذا الفعل، وأطالب بتعويض مادي ونفسي عن الذعر والألم الذي عانيتُ منه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-19T21:00:00Z", "due_at": "2024-10-22T02:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-20T21:00:00Z", "second_reminder_sent_at": "2024-10-21T21:00:00Z", "escalated_at": "2024-10-21T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-19T21:00:00Z", "explanation_received_at": "2024-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-25T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20115638, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-10-20 00:00:00", "closed": null, "received": "2024-10-20 05:22:00", "resolved": "2024-10-26 00:00:00", "escalated": "2024-10-22 00:00:00", "first_reminder": "2024-10-21 00:00:00" }, "imported_at": "2026-04-13T22:00:38.962408", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3054", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم عمليات الولادة", "main": "التمريض" }, "original_complaint_num": 3054 } } }, { "model": "complaints.complaint", "pk": "abe7a1de-6a61-46b3-ac2f-6d092a4a1b5a", "fields": { "created_at": "2025-11-04T08:14:00Z", "updated_at": "2026-04-13T19:03:12.557Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "WALEED ABDALRAHMAN AHMED MOHAMMED", "expected_result": "", "reference_number": "CMP-2025-11-5219", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to reception and waited my turn, my number appearing clearly on the screen. When it was my turn, I stood up and headed towards the testing room (room number 2). Waleed Abdulrahman was the employee responsible for calling names at that time.\n\nUpon reaching the door of the room, he rudely told me to go back, saying, \"Go back to your place. I call patients according to their order of priority, and if the person before you doesn't arrive, I'll ask you to come in.\" I tried to explain that the ", "description": "I went to reception and waited my turn, my number appearing clearly on the screen. When it was my turn, I stood up and headed towards the testing room (room number 2). Waleed Abdulrahman was the employee responsible for calling names at that time.\n\nUpon reaching the door of the room, he rudely told me to go back, saying, \"Go back to your place. I call patients according to their order of priority, and if the person before you doesn't arrive, I'll ask you to come in.\" I tried to explain that the person before me hadn't arrived yet and that he had called me just moments before, only seconds after the number was announced. However, he insisted and repeated his request, saying, \"Go back. I'll call you if the patient before you doesn't arrive.\"\n\nI was fasting and felt extremely dizzy from waiting. I almost fainted in front of the room door. Despite this, the employee showed no empathy or concern for my health as a patient and failed to perform his expected humanitarian duty in a place like that. I believe the employee is of Sudanese origin based on his general appearance, but that does not justify his unprofessional approach to dealing with medical cases.\n\n[Arabic]:\nقدّمت إلى الاستقبال وانتظرت دوري مع ظهور رقمي على الشاشة بوضوح، وعندما حان دوري، وقفت متوجّهة إلى الغرفة المخصصة لإجراء التحليل (غرفة رقم 2). كان الموظف وليد عبدالرحمن المسؤول عن المناداة بالأسماء خلال تلك الفترة. \n\nعند وصولي إلى باب الغرفة، طلب مني بطريقة غير لائقة العودة وقال: ارجعي لمكانك، أنا أنادي المرضى حسب أولوية الدور، وإذا لم يحضر الشخص الذي يسبقك، سأطلب منك الدخول. حاولت إيضاح أن الشخص الذي يسبقني لم يصل بعد، وأنه ناداني بالفعل قبل لحظات، فلم تمر سوى ثوانٍ من الإعلان عن الرقم. إلا أنه أصر وكرر طلبه قائلاً: ارجعي، سأُناديك إذا لم يأتِ المريض قبلك.\n\nكنت في حالة صيام وشعرت بدوار شديد جراء الانتظار، وكدت أفقد الوعي أمام باب الغرفة. ومع ذلك، لم يبدِ الموظف أي تعاطف أو اهتمام بحالتي الصحية كمريضة، ولم يؤدِّ واجبه الإنساني كما هو متوقع في مكان مثل هذا. أعتقد أن أصول الموظف سودانية من مظهره العام، ولكن ذلك لا يبرر أسلوبه غير المهني في التعامل مع الحالات المرضية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-06T08:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-04T08:14:00Z", "explanation_received_at": "2025-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5219, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "abec5de5-8bcd-4e5b-a6e3-5470ffc28a6f", "fields": { "created_at": "2025-08-14T12:51:00Z", "updated_at": "2026-04-13T19:02:35.496Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "فني تخطيط القلب كارمن ", "expected_result": "", "reference_number": "CMP-2025-08-4615", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "شكوى ضد فني الاشعه بأن اسلوب التعامل غير مهني وتاخير في تقديم الخدمه ", "description": "شكوى ضد فني الاشعه بأن اسلوب التعامل غير مهني وتاخير في تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 59, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-16T12:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-14T12:51:00Z", "explanation_received_at": "2025-08-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4615, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "ac1fe8cb-981f-4f7b-ad1e-c2e87ea50668", "fields": { "created_at": "2024-08-12T16:57:00Z", "updated_at": "2026-04-13T19:00:16.979Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2805", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Neglect of the patient's condition and she did not explain to me how to train on the devices. I did not benefit from the session because I was unable to perform the exercises appropriate to my condition. In addition, the employee was preoccupied with her personal phone calls and did not perform her work, and the specialist was ignorant of the patient's condition. I demand compensation for the session from which I did not benefit, with consideration given to having a specialist who is aware of th", "description": "Neglect of the patient's condition and she did not explain to me how to train on the devices. I did not benefit from the session because I was unable to perform the exercises appropriate to my condition. In addition, the employee was preoccupied with her personal phone calls and did not perform her work, and the specialist was ignorant of the patient's condition. I demand compensation for the session from which I did not benefit, with consideration given to having a specialist who is aware of the patient's condition to benefit from the sessions\n\n[Arabic]:\nإهمال بحالة المريض ولم تشرح لي طريقة التدرب على الاجهزه لم استفد من الجلسه لانه لم استطع اجراء\nالتمرينات المناسبه لحالتي بالاضافه إلى انشغال الموظفه بمكالمات هاتفها الخاص وعدم قيامها بأداء عملها وجهل\nالمختصه بحالة المريض اطالب بالتعويض عن الجلسة التي لم استفد منها مع مراعاة وجود مختص على علم بحالة المريض للاستفاده من الجلسات", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-11T21:00:00Z", "due_at": "2024-08-14T16:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-26T21:00:00Z", "second_reminder_sent_at": "2024-08-27T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-11T21:00:00Z", "explanation_received_at": "2024-08-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-17T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30079786, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.3.Not involving patient in clinical decisions" }, "timeline": { "sent": "2024-08-12 00:00:00", "closed": null, "received": "2024-08-12 19:57:00", "resolved": "2024-08-18 00:00:00", "escalated": null, "first_reminder": "2024-08-27 00:00:00" }, "imported_at": "2026-04-13T22:00:16.976075", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2805", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 2805 } } }, { "model": "complaints.complaint", "pk": "ac33f8b0-0e54-472e-85bc-ded0dc56f60a", "fields": { "created_at": "2024-09-19T07:25:00Z", "updated_at": "2026-04-13T19:00:28.438Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2933", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was admitted to the hospital on September 14th. After giving birth, she was taken to her room at 3:00 AM. Then, at 10:00 AM, the accounting department called, demanding that I pay 3573 because the insurance did not cover the full cost of childbirth.", "description": "My wife was admitted to the hospital on September 14th. After giving birth, she was taken to her room at 3:00 AM. Then, at 10:00 AM, the accounting department called, demanding that I pay 3573 because the insurance did not cover the full cost of childbirth.\n\n[Arabic]:\nادخلت زوجتي الى المستشفى يوم 14 سبتمبرونزلت بعد الولاده للغرفة الساعة الثالثة صباحاً و بعد ذلك الساعة العاشرة صباحاً اتصل قسم المحاسبة يطلب مني اما دفع مبلغ 3573 لعدم تغطية التأمين كامل تكاليف الولادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-18T21:00:00Z", "due_at": "2024-09-21T07:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-18T21:00:00Z", "explanation_received_at": "2024-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-18T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30187565, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-09-19 00:00:00", "closed": null, "received": "2024-09-19 10:25:00", "resolved": "2024-09-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:28.434626", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2933", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2933 } } }, { "model": "complaints.complaint", "pk": "ac5ae6ae-3754-4496-b224-7c0038f3fc03", "fields": { "created_at": "2023-11-22T10:38:00Z", "updated_at": "2026-04-13T18:58:44.708Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1876", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance rejected my request to extend my stay, even though the attending physician had submitted all the medical justifications for my stay. I went to the clinic manager at 8:00 PM, Saleh Al-Abdan, and he stated that it was an employee's mistake and that he would investigate the matter. He asked me to leave for the room. At 11:00 PM, the attending physician arrived and told me to leave the room and to pay me 2100 riyals without explaining why.", "description": "The insurance rejected my request to extend my stay, even though the attending physician had submitted all the medical justifications for my stay. I went to the clinic manager at 8:00 PM, Saleh Al-Abdan, and he stated that it was an employee's mistake and that he would investigate the matter. He asked me to leave for the room. At 11:00 PM, the attending physician arrived and told me to leave the room and to pay me 2100 riyals without explaining why.\n\n[Arabic]:\nتم رفض طلب تمديد التنويم من قبل التامين رغم ان الطبيب المعالج قام برفع جميع المبررات الطبيه لتنويم وتوجهت لمدير العيادات الساعه 8:00 مساءُ صالح العبدان وإفاد بان خطاء موظف وسيتحقق من الموضوع وطلب مني الانصراف الى الغرفه وفي تمام الساعه الحاديه حضر الطبيب المعالج وافادتي بالخروج من الغرفه والمطالبه بمالغ مستحقه 2100 ريال دون توضيح ذلك من قبله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-21T21:00:00Z", "due_at": "2023-11-24T10:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-21T21:00:00Z", "explanation_received_at": "2023-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1451333, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-22 00:00:00", "closed": null, "received": "2023-11-22 13:38:00", "resolved": "2023-11-26 00:00:00", "escalated": null, "first_reminder": "2023-11-23 00:00:00" }, "imported_at": "2026-04-13T21:58:44.704410", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1876", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 1876 } } }, { "model": "complaints.complaint", "pk": "ac87702d-554c-4ad0-bf9b-bbff7a4c2233", "fields": { "created_at": "2025-03-27T20:34:00Z", "updated_at": "2026-04-13T19:01:37.073Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3954", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient underwent a cesarean section on March 23, 2025, and complained of severe pain, bloating, and an inability to pass gas or stool. However, the medical staff only advised her to walk without providing sufficient response. After four days, her condition was diagnosed as intestinal obstruction in the emergency room, indicating negligence in providing the necessary medical care.", "description": "The patient underwent a cesarean section on March 23, 2025, and complained of severe pain, bloating, and an inability to pass gas or stool. However, the medical staff only advised her to walk without providing sufficient response. After four days, her condition was diagnosed as intestinal obstruction in the emergency room, indicating negligence in providing the necessary medical care.\n\n[Arabic]:\nالمريضة أجرت عملية قيصرية يوم 23 مارس 2025، وشكت من ألم شديد وانتفاخ في المعدة وعدم القدرة على تصريف الغازات أو البراز، لكن الطاقم الطبي لم يستجب بشكل كافٍ سوى بتوجيهها للمشي. بعد أربعة أيام، تم تشخيص حالتها بانسداد في الأمعاء في الطوارئ، مما يدل على تقاعس في تقديم الرعاية الطبية اللازمة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-29T20:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-27T20:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3954, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "acb17510-8942-4dd5-b7b3-256ea9139b90", "fields": { "created_at": "2022-12-05T08:58:00Z", "updated_at": "2026-04-13T18:56:42.256Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0637", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family was not given a medical report on the patient's condition.", "description": "The patient's family was not given a medical report on the patient's condition.\n\n[Arabic]:\nلم يتم اعطاء ذوي المريض تقرير طبي عن حالة المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-04T21:00:00Z", "due_at": "2022-12-07T08:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-04T21:00:00Z", "explanation_received_at": "2022-12-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056314, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2022-12-05 00:00:00", "closed": null, "received": "2022-12-05 11:58:00", "resolved": "2022-12-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.251903", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0637", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 637 } } }, { "model": "complaints.complaint", "pk": "acd74762-7b98-4831-9233-6fca483dd0d4", "fields": { "created_at": "2025-08-28T11:50:00Z", "updated_at": "2026-04-13T19:02:37.411Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.دعاء - قسم النساء والولادة", "expected_result": "", "reference_number": "CMP-2025-08-4690", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had a natural birth with a doctor in a private hospital. It was normal and customary for internal cosmetic stitches to be performed after delivery without my direct request, especially since I had monthly follow-ups with her throughout my pregnancy. I was not informed in advance that this procedure required a special agreement or separate request.\n\nUnfortunately, after delivery, I was surprised that she performed only external stitches, without any internal procedures. This has led to my curre", "description": "I had a natural birth with a doctor in a private hospital. It was normal and customary for internal cosmetic stitches to be performed after delivery without my direct request, especially since I had monthly follow-ups with her throughout my pregnancy. I was not informed in advance that this procedure required a special agreement or separate request.\n\nUnfortunately, after delivery, I was surprised that she performed only external stitches, without any internal procedures. This has led to my current urinary incontinence and inability to control my urination, which has left me mentally and physically exhausted.\n\nWhen I returned to her a week later, she told me that the stitches were only external. When I asked her why, she replied that I \"did not request\" internal stitches! This is unacceptable. I am not a specialist and do not know the medical details. It was her duty as a doctor to explain, guide me, and do what was medically appropriate, especially since I gave birth in a private hospital hoping for better care, not to be asked later to simply \"do Kegel exercises\" as if the problem was simple!\n\nIt's been 18 days since I gave birth, and this is supposed to be a recovery period, not a period of surgery and stitches. I've been in contact with her since Monday about the corrective surgery.\n\n[Arabic]:\nأنا ولدت ولادة طبيعية لدى دكتورة في مستشفى خاص، وكان من الطبيعي والمتعارف عليه أن يتم إجراء الخياطة التجميلية الداخلية بعد الولادة دون الحاجة لأن أطلب ذلك بشكل مباشر، خصوصًا أني متابعة معها بشكل شهري طوال فترة الحمل، ولم يتم إخباري مسبقًا أن هذا الإجراء يتطلب اتفاقًا خاصًا أو طلبًا منفصلًا.\n\nللأسف، بعد الولادة فوجئت بأنها قامت بخياطة خارجية فقط، دون أي إجراء داخلي، مما أدى إلى معاناتي الآن من سلس بولي وعدم القدرة على التحكم عند التبول، وهو أمر أرهقني نفسيًا وجسديًا.\n\nعندما راجعتها بعد أسبوع، أخبرتني بأن الخياطة كانت خارجية فقط، ولما سألتها عن السبب، ردت بأنني \"لم أطلب\" خياطة داخلية! هذا أمر غير مقبول، فأنا لست مختصة ولا أعلم التفاصيل الطبية، وكان من واجبها كطبيبة أن توضح وتوجهني وتقوم بما هو مناسب طبيًا، خصوصًا أني وضعت بالمستشفى الخاص على أمل العناية الأفضل، وليس ليُطلب مني لاحقًا فقط \"القيام بتمارين كيجل\" وكأن المشكلة بسيطة!\n\nالآن مرّ على ولادتي 18 يومًا، وهذه فترة يُفترض أن تكون مرحلة تعافٍ واستشفاء، لا مرحلة عمليات وإعادة خياطة. تواصلت معها منذ يوم الإثنين بخصوص إجراء العملية التصحيحية،", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-30T11:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-28T11:50:00Z", "explanation_received_at": "2025-09-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4690, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "ad4e2430-0e7f-4203-add7-08f33b9efee9", "fields": { "created_at": "2025-05-19T09:24:00Z", "updated_at": "2026-04-13T19:01:59.732Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-05-4187", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-21T09:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-19T09:24:00Z", "explanation_received_at": "2025-05-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4187, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "ad7389f2-fa50-4466-af5b-c15599ab6ec8", "fields": { "created_at": "2025-02-09T15:03:00Z", "updated_at": "2026-04-13T19:01:24.563Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قاسم", "expected_result": "", "reference_number": "CMP-2025-02-3695", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "unprofessional behavior with the patient and did not serve him", "description": "unprofessional behavior with the patient and did not serve him\n\n[Arabic]:\nاسلوب موظف الاستقبال غير مهني ولم يخدم المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-11T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-09T15:03:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3695, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "ad8dddbe-c5af-4b37-b92b-51d5e4bf9ec7", "fields": { "created_at": "2025-06-15T09:35:00Z", "updated_at": "2026-04-13T19:02:10.764Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم النساء والولادة- هناء سنبل", "expected_result": "", "reference_number": "CMP-2025-06-4304", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The husband reported that his wife's vacations were stopped, and the doctor said that she needed rest and was given one or two days off, although she needed more, noting that she was pregnant and at risk of miscarriage.", "description": "The husband reported that his wife's vacations were stopped, and the doctor said that she needed rest and was given one or two days off, although she needed more, noting that she was pregnant and at risk of miscarriage.\n\n[Arabic]:\nيفيد الزوج بأنة تم ايقاف الاجازات عن الزوجة والدكتورة ذكرت انها تحتاج لراحة ويتم اعطائها يوم او يومين وهي تحتاج لاكثر علما بأنها حامل وعرضة للاجهاض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-17T09:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-15T09:35:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4304, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "ad990b1b-ba30-4a1a-8175-037e2a965830", "fields": { "created_at": "2023-02-19T11:09:00Z", "updated_at": "2026-04-13T18:57:07.147Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0925", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submitted an insurance approval request (for a biopsy) on February 6th, but it was rejected by the insurance company, which requested further information from the treating physician. The approvals department advised me to contact the doctor and inform him of the insurance request, which caused me considerable frustration.", "description": "I submitted an insurance approval request (for a biopsy) on February 6th, but it was rejected by the insurance company, which requested further information from the treating physician. The approvals department advised me to contact the doctor and inform him of the insurance request, which caused me considerable frustration.\n\n[Arabic]:\nتم رفع طلب موافقه التامين ( خزعه) في تاريخ 6 فبراير وتم الرفض من قبل شركه التامين لطلب المزيد من العلومات من قبل الطبيب المعالج حيث تم افادتي من قبل قسم الموافقات بالرجوع الى الدكتور وابلاغه عن طلب التامين مما ادى الى استيائي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-18T21:00:00Z", "due_at": "2023-02-21T11:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30251308, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-02-19 00:00:00", "closed": null, "received": "2023-02-19 14:09:00", "resolved": "2023-02-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.139313", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0925", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 925 } } }, { "model": "complaints.complaint", "pk": "ad9dbfd2-f3f0-4d3a-85a5-50ba5b33a8a8", "fields": { "created_at": "2023-12-18T13:40:00Z", "updated_at": "2026-04-13T18:58:55.054Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1963", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in issuing the leave", "description": "Delay in issuing the leave\n\n[Arabic]:\nتأخير في اصدار الاجازه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-17T21:00:00Z", "due_at": "2023-12-20T13:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-17T21:00:00Z", "explanation_received_at": "2023-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299704, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-18 00:00:00", "closed": null, "received": "2023-12-18 16:40:00", "resolved": "2023-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:55.046321", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1963", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1963 } } }, { "model": "complaints.complaint", "pk": "adb4755f-5978-4406-8a2c-7062c24f76b9", "fields": { "created_at": "2024-04-07T21:08:00Z", "updated_at": "2026-04-13T18:59:36.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2356", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was taken to the hospital by the Red Crescent following a traffic accident, and there was a delay in providing service and the refusal to accept the case.\n", "description": "I was taken to the hospital by the Red Crescent following a traffic accident, and there was a delay in providing service and the refusal to accept the case.\n\n\n[Arabic]:\nتم التوجهه الى المستشفى عن طريق الهلال الاحمر اثر حادث مرور والمماطله بتقديم الخدمة وعدم استقبال الحالة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 82, "main_section": 4, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-07T21:00:00Z", "due_at": "2024-04-09T21:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-07T21:00:00Z", "explanation_received_at": "2024-04-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20050212, "source": "وزارة الصحة ", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2024-04-08 00:00:00", "closed": null, "received": "2024-04-08 00:08:00", "resolved": "2024-04-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.786758", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2356", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطواريء", "main": "الإداري" }, "original_complaint_num": 2356 } } }, { "model": "complaints.complaint", "pk": "adb9b6fb-924d-48b0-87e1-d6adf2a9910d", "fields": { "created_at": "2022-10-12T17:39:00Z", "updated_at": "2026-04-13T18:56:18.666Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. FATAT ARIF NABHA", "expected_result": "", "reference_number": "CMP-2022-10-0377", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor asked me to get an X-ray and blood test, then come back. When I returned, I knocked on the door, asked permission to enter, and she said, \"Come in.\" I asked her about the results, and she started raising her voice, saying they weren't ready yet. I told her the X-ray nurse said everything was fine, thank God. She said, \"Yes, but the blood test results aren't back,\" and she started raising her voice even more, saying, \"You people don't understand! You just barge in and do nothing! You'r", "description": "The doctor asked me to get an X-ray and blood test, then come back. When I returned, I knocked on the door, asked permission to enter, and she said, \"Come in.\" I asked her about the results, and she started raising her voice, saying they weren't ready yet. I told her the X-ray nurse said everything was fine, thank God. She said, \"Yes, but the blood test results aren't back,\" and she started raising her voice even more, saying, \"You people don't understand! You just barge in and do nothing! You're giving me a mental breakdown!\" I said, \"Okay, they'll be ready tomorrow, right? Could you call me and tell me the results?\" She said, \"No, of course not. Come over. I'm busy. You're the only one I can call. Look how busy I am!\"\n\n[Arabic]:\nطلبت مني الدكتورة عمل اشعة وتحليل دم ثم ارجع لها.. لما رجعت طرقت الباب واستأذنت وقالت تفضلي سألتها عن النتيجة وبدأت برفع صوتها ان النتيجة ما طلعت، قلت لها ممرضة الاشعة قالت مافيه شي الحمد الله قالت ايوه لكن تحاليل الدم ما طلعت وبدأت ترفع صوتها اكثر وتقول انتم ما تفهمون عشوائيين تدخلون وبس \"تسببون لي مرض نفسي\" قلت طيب هي تطلع بكرا صحيح؟ ممكن تتصلين علي تعلميني النتيجة قالت:لا طبعاً تعالي انا موفاضية لكم ما عندي الا انت عشان اتصل عليك شوفي الزحمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-11T21:00:00Z", "due_at": "2022-10-14T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-11T21:00:00Z", "explanation_received_at": "2022-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056493, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-12 00:00:00", "closed": null, "received": "2022-10-12 20:39:00", "resolved": "2022-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.661065", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0377", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 377 } } }, { "model": "complaints.complaint", "pk": "ade646a7-19ec-4310-b69e-0b127a6b8765", "fields": { "created_at": "2025-12-11T13:06:00Z", "updated_at": "2026-04-13T19:03:24.567Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5449", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing a complaint against Al-Amadi Hospital regarding claim number (18008623). The hospital obligated me to pay an amount of SAR 3105 as a condition for performing the procedure, claiming that my insurance refused to cover it.\n\nHowever, upon contacting the insurance company, they confirmed that the aforementioned claim was fully approved. This appears to be a contradiction between the hospital's action and the insurance's approval. Therefore, I request a clear explanation of this procedure", "description": "I am filing a complaint against Al-Amadi Hospital regarding claim number (18008623). The hospital obligated me to pay an amount of SAR 3105 as a condition for performing the procedure, claiming that my insurance refused to cover it.\n\nHowever, upon contacting the insurance company, they confirmed that the aforementioned claim was fully approved. This appears to be a contradiction between the hospital's action and the insurance's approval. Therefore, I request a clear explanation of this procedure and why I was obligated to pay despite the approval.\n\n[Arabic]:\nأتقدم بشكوى ضد مستشفى العمادي بخصوص المطالبة رقم (18008623). ألزمني المستشفى بدفع مبلغ 3105 ريالات سعودية كشرط لإجراء العملية، مدعيًا أن شركة التأمين رفضت تغطيتها.\n\nلكن عند التواصل مع شركة التأمين، أكدوا لي الموافقة الكاملة على المطالبة المذكورة. وهذا يُظهر تناقضًا بين تصرف المستشفى وموافقة شركة التأمين. لذا، أطلب توضيحًا دقيقًا لهذه العملية، ولماذا أُجبرت على الدفع رغم الموافقة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-13T13:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-11T13:06:00Z", "explanation_received_at": "2025-12-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5449, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "adf438d9-5db2-4059-8c11-7031dd5a3d7e", "fields": { "created_at": "2024-02-11T15:59:00Z", "updated_at": "2026-04-13T18:59:18.206Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SARAH UTTO SANDIGAN", "expected_result": "", "reference_number": "CMP-2024-02-2188", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "43b9a648-be92-432d-851b-9503cfc2eb75", "staff": "4ac9ee00-1d3e-40d8-aabc-4ef006cc0bee", "title": "I came to my appointment 10 min. earlier but the nurse let me wait for a whole hour even there was only 1 patient before me and after other patients reach to the clinic , she started to let them enter to clinic before me and when asked her she told me there are only 4 patients before me but there was more than 4 patients entered before me and when I asked her again she said there are another 4 patients before me , I hope that she learn to say the truth to patient and don t lie again ", "description": "I came to my appointment 10 min. earlier but the nurse let me wait for a whole hour even there was only 1 patient before me and after other patients reach to the clinic , she started to let them enter to clinic before me and when asked her she told me there are only 4 patients before me but there was more than 4 patients entered before me and when I asked her again she said there are another 4 patients before me , I hope that she learn to say the truth to patient and don t lie again \n\n[Arabic]:\nوصلتُ إلى موعدي قبل عشر دقائق، لكن الممرضة جعلتني أنتظر ساعة كاملة رغم وجود مريض واحد فقط قبلي. وبعد وصول المرضى الآخرين، بدأت بالسماح لهم بالدخول قبلي. وعندما سألتها، قالت إن هناك أربعة مرضى فقط قبلي، لكن في الواقع كان هناك أكثر من أربعة مرضى دخلوا قبلي. وعندما سألتها مرة أخرى، قالت إن هناك أربعة مرضى آخرين قبلي. آمل أن تتعلم قول الحقيقة للمرضى وألا تكذب مجدداً.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-10T21:00:00Z", "due_at": "2024-02-13T15:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-10T21:00:00Z", "explanation_received_at": "2024-02-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303864, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-02-11 00:00:00", "closed": null, "received": "2024-02-11 18:59:00", "resolved": "2024-02-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.193681", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2188", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 2188 } } }, { "model": "complaints.complaint", "pk": "adfce15f-239c-4ee1-a03d-306de8ac221c", "fields": { "created_at": "2024-09-30T09:38:00Z", "updated_at": "2026-04-13T19:00:29.259Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2976", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Uploading a leave request to the Sehaty platform with the wrong date for a previous visit", "description": "Uploading a leave request to the Sehaty platform with the wrong date for a previous visit\n\n[Arabic]:\nرفع اجازة في منصة صحتي بتاريخ خطأ لزياره سابقه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-29T21:00:00Z", "due_at": "2024-10-02T09:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-29T21:00:00Z", "explanation_received_at": "2024-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-29T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30076343, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-09-30 00:00:00", "closed": null, "received": "2024-09-30 12:38:00", "resolved": "2024-09-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:29.251712", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2976", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2976 } } }, { "model": "complaints.complaint", "pk": "ae2a9107-84de-43e4-aa43-debdd2175006", "fields": { "created_at": "2023-03-02T16:49:00Z", "updated_at": "2026-04-13T18:57:16.484Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMMED HAMED", "expected_result": "", "reference_number": "CMP-2023-03-0970", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were treated very badly. We were expelled from the radiology room, and when we returned to check on the patient, we were expelled a second time. There was no professional explanation given for what happened to us, and we were informed by the specialist. During the X-ray procedure, if we didn't leave, the machine would be shut down. The X-ray was indeed cut off and shut down on the patient just to speak to me and then ask me to leave. It's worth noting that the same X-ray was performed previou", "description": "We were treated very badly. We were expelled from the radiology room, and when we returned to check on the patient, we were expelled a second time. There was no professional explanation given for what happened to us, and we were informed by the specialist. During the X-ray procedure, if we didn't leave, the machine would be shut down. The X-ray was indeed cut off and shut down on the patient just to speak to me and then ask me to leave. It's worth noting that the same X-ray was performed previously on my mother, and several people were standing outside the room without any problems.\n\n[Arabic]:\nتم التعامل معنا باسلوب سيئ جدا حيث تم طردنا من غرفة الاشعة وعند العوده للاطمئنان على المريضه تم طردنا للمره الثانيه ولم يكن هناك تعامل احترافي لتوضيح اسباب ماتم فعله معنا وتم اخبارنا من قبل المختص في عمل الاشعه اذا لم يتم خروجنا سوف يتم اغلاق الاشعه وتم قطع الاشعه واغلاقها بالفعل على المريضه ليتم التحدث معي و طردي فقط . علما انه تم عمل نفس الاشعه سابقا للوالده وتم وقوف اكثر من شخص خارخ الغرفه ولم يوجد هناك اي اشكاليه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-04T16:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": "2023-03-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049777, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-02 19:49:00", "resolved": "2023-03-05 00:00:00", "escalated": null, "first_reminder": "2023-03-04 00:00:00" }, "imported_at": "2026-04-13T21:57:16.482388", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0970", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 970 } } }, { "model": "complaints.complaint", "pk": "ae4d0ed0-561b-4212-b123-36d78718086f", "fields": { "created_at": "2024-05-27T09:58:00Z", "updated_at": "2026-04-13T18:59:48.203Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2514", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A report for exemption from the Hajj vaccine was written by the treating doctor, but it has not been submitted through the Sehha platform.\n", "description": "A report for exemption from the Hajj vaccine was written by the treating doctor, but it has not been submitted through the Sehha platform.\n\n\n[Arabic]:\nتم كتابة تقرير اعفاء من لقاح الحج من قبل الدكتور المعالج ولم يتم رفعه عبر منصة صحتي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-26T21:00:00Z", "due_at": "2024-05-29T09:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-26T21:00:00Z", "explanation_received_at": "2024-05-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30159659, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-05-27 00:00:00", "closed": null, "received": "2024-05-27 12:58:00", "resolved": "2024-05-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.194544", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2514", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2514 } } }, { "model": "complaints.complaint", "pk": "ae50415e-f686-4251-9617-3124e4cca7d7", "fields": { "created_at": "2025-01-09T11:40:00Z", "updated_at": "2026-04-13T19:01:11.704Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3496", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "not uploading vaccine to sehaty app", "description": "not uploading vaccine to sehaty app\n\n[Arabic]:\nعدم اضافة تطعيمة المولودة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-11T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-09T11:40:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3496, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "aea040ac-fea5-4a4e-94d7-c3f4aa69ac92", "fields": { "created_at": "2025-04-13T10:14:00Z", "updated_at": "2026-04-13T19:01:47.068Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.عبدالحميد علي ", "expected_result": "", "reference_number": "CMP-2025-04-4000", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing this complaint regarding the neglect and poor treatment my husband and I experienced from Dr. Abdelhamid Ali and on-duty manager Yasser Al-Khanees. During our visit to the hospital due to my husband's critical condition, Dr. Abdelhamid wrote an inaccurate report stating that my husband needed hospitalization only for pain relief, despite being unable to move and in severe pain.\n\nWhen the insurance rejected the hospitalization request based on his report, I asked Dr. Abdelhamid to rea", "description": "I am filing this complaint regarding the neglect and poor treatment my husband and I experienced from Dr. Abdelhamid Ali and on-duty manager Yasser Al-Khanees. During our visit to the hospital due to my husband's critical condition, Dr. Abdelhamid wrote an inaccurate report stating that my husband needed hospitalization only for pain relief, despite being unable to move and in severe pain.\n\nWhen the insurance rejected the hospitalization request based on his report, I asked Dr. Abdelhamid to reassess my husband's condition, but he refused and showed no empathy, even suggesting I pay out of pocket. I then approached manager Yasser Al-Khanees, who also refused to amend the report or visit my husband. He shockingly told me, \"I can arrange an ambulance for you, but at your own expense.\"\n\nIn the end, I had to cover the hospitalization costs myself to ensure my husband received proper care. The purpose of this complaint is not to seek reimbursement, but to hold those responsible for the neglect and harm caused to us accountable.\n\n[Arabic]:\nسوء بالخدمة المقدمة وتاخير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-15T10:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-13T10:14:00Z", "explanation_received_at": "2025-04-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4000, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "aeaf5ebc-d8c4-45f4-89e0-83b39aadcb9f", "fields": { "created_at": "2024-09-13T07:43:00Z", "updated_at": "2026-04-13T19:00:28.149Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2909", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We left the hospital without receiving any service.", "description": "We left the hospital without receiving any service.\n\n[Arabic]:\nخرجنا من المستشفى دون الحصول على خدمة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-14T21:00:00Z", "due_at": "2024-09-15T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-15T21:00:00Z", "second_reminder_sent_at": "2024-09-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-14T21:00:00Z", "explanation_received_at": "2024-09-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-15T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342304, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.5.Patient Discharged before completing treatment" }, "timeline": { "sent": "2024-09-15 00:00:00", "closed": null, "received": "2024-09-13 10:43:00", "resolved": "2024-09-16 00:00:00", "escalated": null, "first_reminder": "2024-09-16 00:00:00" }, "imported_at": "2026-04-13T22:00:28.136164", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2909", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2909 } } }, { "model": "complaints.complaint", "pk": "aec53fe8-2de7-4ed3-b45f-9635cfc086f5", "fields": { "created_at": "2025-04-14T08:58:00Z", "updated_at": "2026-04-13T19:01:47.287Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تنويم الباطنة ", "expected_result": "", "reference_number": "CMP-2025-04-4009", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "شكوى اتقدم لكم بشكوى ضد الطبيبه المناوبه ثنا و ذلك لرفضها فحص الوالد و الذي تم ادخاله المستشفى\nبتاريخ 7 مارس للعنايه المركز حيث انه يعاني من أورام و تليف الكبد و تجمع سوائل داخل البطن عند زيارتي له في\nالفتره المسائية الساعة 8 مساء بتاريخ 13 ابريل لاحظت عليه ارتفاع في درجه الحراره بالاضافة إلى سعال متكرر\nطلبت من الممرضه استدعاء الطبيب المناوب لمعاينه الوالد لكن للاسف لم يحضر احد مما اضطرني إلى التوجه\nلهم بعد ان بداءت حاله الوالد تسوء اكثر و سالت عن الطبيب المسؤول و أفادوني الممرضات بانها ثنا توجه", "description": "شكوى اتقدم لكم بشكوى ضد الطبيبه المناوبه ثنا و ذلك لرفضها فحص الوالد و الذي تم ادخاله المستشفى\nبتاريخ 7 مارس للعنايه المركز حيث انه يعاني من أورام و تليف الكبد و تجمع سوائل داخل البطن عند زيارتي له في\nالفتره المسائية الساعة 8 مساء بتاريخ 13 ابريل لاحظت عليه ارتفاع في درجه الحراره بالاضافة إلى سعال متكرر\nطلبت من الممرضه استدعاء الطبيب المناوب لمعاينه الوالد لكن للاسف لم يحضر احد مما اضطرني إلى التوجه\nلهم بعد ان بداءت حاله الوالد تسوء اكثر و سالت عن الطبيب المسؤول و أفادوني الممرضات بانها ثنا توجهت اليها\nو طلبت منها الحضور للكشف على الوالد و أخبرتها بالأعراض التي يعاني منها و كان ذلك في تمام الساعه 9 مساء و\nعدت الى الغرفة في انتظر قدومها حوالي 45 دقيقه و لكن للأسف لم تحضر و عدت لهم اسال عنها الممرضات\nفأخبروني بانها ليست متواجده الان عدت إلى الغرفه و تواصلت مع قسم الرعايه الاجتماعية و أبلغتهم بعدم تجاوب\nالطبيبة معنا و تم الاعتذار منهم على ذلك التأخر و سف يتم التواصل معها للحضور و بالفعل و حوالي الساعة 10\nمساء حضرت الطبيبه و كانت منزعجه بسبب تصعيد الشكوى إلى قسم الرعايه الاجتماعيه و عند دخولها الغرفه\nقالت لي انت حضرت الي مره واحده فقط و كان صوتها مرتفع و طلبت منه بعدم رفع صوتها و مباشرة معاينة\nالوالد و عدم الدخول في شد لا فائده منه و لكن للاسف خرجت من الغرفة و رفضت عمل المعاينه تم التواصل مع\nقسم الرعايه الاجتماعيه و أخبرتهم بما حصل و أخبرتهم ايضا في حال حدوث أي مضاعفات للوالد سوف تكون هي\nالمسؤوله عنها و اخبروني مشكورين بانه سيتم استدعاء طبي آخر لفحص الوالد الساعه العاشرة و الربع ‎)تم\nمباشره الحاله من قبل قسم التنويم بعد مرور اكثر من ساعتين و ربع حضر الطبيب عاصم مشكورا و فحص الوالد\nو بالفعل تبين ارتفاع في درجه الحراره و سعال و تم استدعاء قسم الاشعه لعمل أشعه للصدر كما تم صرف خافض\nحرارة و بخار و تم ايضا اخذ عينه للدم لإجراء التحاليل الازمه و بعد ذلك تم استدعاء الاستشاري الدكتور ايهم\nنصار لمعاينه الحاله و للمعلوميه لم يتم الكشف على الوالد منذو الصباح هذا اليوم لا اعلم إلى متى هذه اللامبالاة\nبالمرضى من قبل بعض الأطباء و عدم التعامل بإنسانية معهم امل منكم اتخاذ ما ترونه مناسب لإيقاف مثل هذه\nالممارسات اللانسانية مع المرضى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-16T08:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-14T08:58:00Z", "explanation_received_at": "2025-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4009, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "aecd5819-502e-4e00-b0be-2ea05bbb815f", "fields": { "created_at": "2023-01-31T14:43:00Z", "updated_at": "2026-04-13T18:56:57.590Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. EHOUD AHMED AHMED ELSANDAROUSY", "expected_result": "", "reference_number": "CMP-2023-01-0826", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "3e6a99cf-8a4c-4890-8938-2df1fb89d8f9", "staff": "56c98272-f233-49c2-a3ac-6d8e25514415", "title": "I attended a physical therapy session where the treatment began without explaining the treatment plan. Every time I asked about the equipment or the plan, she became agitated and didn't explain anything fully. I refused to continue the treatment with her because she became upset by my refusal. I told her that she had reviewed my file and therefore didn't want me to ask about the details of the treatment plan.\n", "description": "I attended a physical therapy session where the treatment began without explaining the treatment plan. Every time I asked about the equipment or the plan, she became agitated and didn't explain anything fully. I refused to continue the treatment with her because she became upset by my refusal. I told her that she had reviewed my file and therefore didn't want me to ask about the details of the treatment plan.\n\n\n[Arabic]:\nتم الحضور لعمل جلسة العلاج الطبيبعي حيث تم البدأ في اجراءات العلاج الطبيعي دون شرح الخطة العلاجية وفي كل\nمره اسألها عن الجهاز وعن الخطة تنفعل ولم يتم التوضيح لي بشكل كامل وتم رفض تكملة العلاج لديها حيث تم\nانفعالها بسبب رفضي وابلغتها بانھ تم الاطلاع على ملفي لذلك لا ترديني ان اسال عن تفاصيل الخطة العلاجيھ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-30T21:00:00Z", "due_at": "2023-02-02T14:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-30T21:00:00Z", "explanation_received_at": "2023-01-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30011107, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-31 00:00:00", "closed": null, "received": "2023-01-31 17:43:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:57.576042", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0826", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 826 } } }, { "model": "complaints.complaint", "pk": "af57689d-8617-4376-99f6-f78a3f4f73d0", "fields": { "created_at": "2023-07-15T08:39:00Z", "updated_at": "2026-04-13T18:57:59.370Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1435", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The unavailability of a restricted drug at the hospital, and upon referral to receive it from an external pharmacy, it became clear that there was a deficiency in the policy requirements for dispensing restricted drugs.", "description": "The unavailability of a restricted drug at the hospital, and upon referral to receive it from an external pharmacy, it became clear that there was a deficiency in the policy requirements for dispensing restricted drugs.\n\n[Arabic]:\nعدم توفر دواء دواء مقيد في المستشفى وعند التحويل لاستلامه من صيدلية خارجية اتضح وجود نقص في اشتراطات سياسية صرف الادوية المقيده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-14T21:00:00Z", "due_at": "2023-07-17T08:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-14T21:00:00Z", "explanation_received_at": "2023-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30063758, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2023-07-15 00:00:00", "closed": null, "received": "2023-07-15 11:39:00", "resolved": "2023-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.368392", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1435", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1435 } } }, { "model": "complaints.complaint", "pk": "af61e881-e0fc-445b-a2c2-fb18f84b7012", "fields": { "created_at": "2023-02-12T16:27:00Z", "updated_at": "2026-04-13T18:57:06.260Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0888", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment with Dr. Abdul Aziz was confirmed several times by phone and text message, and I attended.\n\nHe informed me that the appointment had been changed to be one hour later than the confirmed time.\n", "description": "My appointment with Dr. Abdul Aziz was confirmed several times by phone and text message, and I attended.\n\nHe informed me that the appointment had been changed to be one hour later than the confirmed time.\n\n\n[Arabic]:\nتم تأكيد موعدي مع الدكتور عبد العزيز عدة مرات عبر الهاتف والرسائل النصية، وحضرت الموعد.\n\nوافادني بانه تم تعديل الموعد ليكون بتاخر بساعه عن الموعد المؤكد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-11T21:00:00Z", "due_at": "2023-02-14T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-11T21:00:00Z", "explanation_received_at": "2023-02-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30069419, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.7.Scheduling errors" }, "timeline": { "sent": "2023-02-12 00:00:00", "closed": null, "received": "2023-02-12 19:27:00", "resolved": "2023-02-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:06.255081", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0888", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 888 } } }, { "model": "complaints.complaint", "pk": "af8302a2-63d1-4e94-8259-6538d4699703", "fields": { "created_at": "2025-08-14T17:31:00Z", "updated_at": "2026-04-13T19:02:35.563Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "استقبال العلاج الطبيعي", "expected_result": "", "reference_number": "CMP-2025-08-4616", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in attending the appointment and the absence of the specialist during the exercises.", "description": "Delay in attending the appointment and the absence of the specialist during the exercises.\n\n[Arabic]:\nتاخير في دخول الموعد وايضا غياب الاخصائيه عن الاشراف اثناء التمارين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-16T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-14T17:31:00Z", "explanation_received_at": "2025-08-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4616, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "afd28f8b-1b09-42e8-b92a-637af6d16e35", "fields": { "created_at": "2023-01-29T06:28:00Z", "updated_at": "2026-04-13T18:56:56.918Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "HIKMAH", "expected_result": "", "reference_number": "CMP-2023-01-0820", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the pharmacy to pick up my medication, and the pharmacy employee treated me unprofessionally and inappropriately.\n\nShe refused to accept cash payment for the medication before approval and promised a refund later if approval was granted.\n", "description": "I went to the pharmacy to pick up my medication, and the pharmacy employee treated me unprofessionally and inappropriately.\n\nShe refused to accept cash payment for the medication before approval and promised a refund later if approval was granted.\n\n\n[Arabic]:\nتم حضوري الى الصيدلية لصرف الادوية وتم التعامل بشكل غير مهني واسلوب غيرلائق من قبل موظفة الصيدلية حيث\nانها رفضت دفع قيمة الدواء كاش قبل صدور الموافقھ واسترجاع المبلغ فيما بعد في حال صدور الموافقھ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-28T21:00:00Z", "due_at": "2023-01-31T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-28T21:00:00Z", "second_reminder_sent_at": "2023-01-29T21:00:00Z", "escalated_at": "2023-01-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-28T21:00:00Z", "explanation_received_at": "2023-02-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234832, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-01-29 00:00:00", "closed": null, "received": "2023-01-29 09:28:00", "resolved": "2023-02-07 00:00:00", "escalated": "2023-01-31 00:00:00", "first_reminder": "2023-01-29 00:00:00" }, "imported_at": "2026-04-13T21:56:56.908857", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0820", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 820 } } }, { "model": "complaints.complaint", "pk": "affc9618-37f7-4cf7-a79b-de4e719feb84", "fields": { "created_at": "2023-04-11T07:19:00Z", "updated_at": "2026-04-13T18:57:28.728Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1151", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse must keep the room clean, but the nurse doesn’t change the gloves as she wears the same gloves all the time. also does not clean and change the bedspread, leaving dirt and water on the bed.", "description": "The nurse must keep the room clean, but the nurse doesn’t change the gloves as she wears the same gloves all the time. also does not clean and change the bedspread, leaving dirt and water on the bed.\n\n[Arabic]:\nيجب على الممرض أن يحافظ على نظافة الغرفة، لكن الممرض لا يغير القفازات، حيث يرتدي نفس القفازات طوال الوقت. كما أنه لا ينظف أو يغير غطاء السرير، مما يترك الأوساخ والماء على السرير.\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-14T21:00:00Z", "due_at": "2023-04-13T07:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1364308, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-04-15 00:00:00", "closed": "2023-05-11 00:00:00", "received": "2023-04-11 10:19:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.721418", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1151", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 1151 } } }, { "model": "complaints.complaint", "pk": "b01761e1-29e1-4ebc-aade-2665100efd1b", "fields": { "created_at": "2022-12-31T11:01:00Z", "updated_at": "2026-04-13T18:56:46.443Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED MUNEER KHAN", "expected_result": "", "reference_number": "CMP-2022-12-0737", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I entered, the bill was processed at reception, and I waited at the doctor's clinic. However, I was surprised by the employee's behavior. She went to the Indian and Pakistani community, asked them their names, and then let them in to see the doctor. Four other patients, also Indian, arrived after me and were seen before me because she used the same method: going out, looking at the patients, singling out the expatriate workers, asking their names, and letting them in. I don't mean to offend any ", "description": "I entered, the bill was processed at reception, and I waited at the doctor's clinic. However, I was surprised by the employee's behavior. She went to the Indian and Pakistani community, asked them their names, and then let them in to see the doctor. Four other patients, also Indian, arrived after me and were seen before me because she used the same method: going out, looking at the patients, singling out the expatriate workers, asking their names, and letting them in. I don't mean to offend any community, but you should have included a setting in the app, under the doctor's section, stating that only Asian residents should be allowed in.\n\n[Arabic]:\n دخلت وتم تسجيل الفاتورة من الاستقبال وانتظرت عند عيادة الدكتور ولكن انتظرت وقد استغربت من تصرف\nالموظفة تذهب الى الجالية الهندية والباكستانية وتسألهم عن أسمائهم ومن ثم تدخلهم على الدكتور وقد جاء بعدي\nاربعة مراجعين من الجنسية الهندية وتم ادخالهم قبلي لانها بنفس الطريقة تخرج وتلقي نظره على المراجعين\nوتنتقي العمالة الوافده وتسألهم عن أسمائهم وتدخلهم انا لا أقصد الإساءة لأي جالية ولكن يفترض انكم وضعتم\nفي التطبيق عند خانة الدكتور (لا يدخل عليه الا الجالية الآسيوية)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-07T21:00:00Z", "due_at": "2023-01-02T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 31107062, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-01-08 00:00:00", "closed": "2023-01-08 00:00:00", "received": "2022-12-31 14:01:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.439255", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0737", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 737 } } }, { "model": "complaints.complaint", "pk": "b02ecb6a-ebb0-478e-89b7-dcdb106bb938", "fields": { "created_at": "2024-12-23T14:46:00Z", "updated_at": "2026-04-13T19:01:02.024Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3407", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse removed the wounds plaster harshly after a sensitive surgery , which caused severe pain and another cut For the patient, this indicates that nursing lacks the basics of professionalism and does not take into account the seriousness of her behavior.\n I ask that shes is to be held accountable and to inform me with the action that will be taken and I ask she never be involved in my mothers future care plan again.", "description": "The nurse removed the wounds plaster harshly after a sensitive surgery , which caused severe pain and another cut For the patient, this indicates that nursing lacks the basics of professionalism and does not take into account the seriousness of her behavior.\n I ask that shes is to be held accountable and to inform me with the action that will be taken and I ask she never be involved in my mothers future care plan again.\n\n[Arabic]:\nقامت الممرضة بإزالة ضمادات الجروح بعنف بعد عملية جراحية دقيقة، مما تسبب في ألم شديد وجرح آخر. بالنسبة للمريضة، يُشير هذا إلى افتقار التمريض لأبسط قواعد المهنية وعدم إدراكها لخطورة تصرفها.\n\nأطالب بمحاسبتها وإبلاغي بالإجراءات المتخذة، وأطلب عدم إشراكها في خطة رعاية والدتي مستقبلاً.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-22T21:00:00Z", "due_at": "2024-12-25T14:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-22T21:00:00Z", "explanation_received_at": "2024-12-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-23T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30090121, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2024-12-23 00:00:00", "closed": null, "received": "2024-12-23 17:46:00", "resolved": "2024-12-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.016846", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3407", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 3407 } } }, { "model": "complaints.complaint", "pk": "b08221a5-5401-4795-8261-dbf89e789782", "fields": { "created_at": "2024-05-23T15:06:00Z", "updated_at": "2026-04-13T18:59:47.906Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Waleed Eldebi", "expected_result": "", "reference_number": "CMP-2024-05-2492", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "4a3245f9-d1a8-4ff9-869f-b6e8a8585b92", "title": "I attended the doctor's clinic and communicated with him. He asked me to cut the consultation and return to the clinic, saying, \"You have insurance, so what prevents you from doing that?\" I proceeded to cut the consultation, but after entering, he expelled me, saying I didn’t have an appointment. He told me, \"Okay, please leave,\" even though I had clarified this from the beginning. He informed the reception staff, saying, \"Do not let anyone else enter the clinic.\" This behavior was inappropriate", "description": "I attended the doctor's clinic and communicated with him. He asked me to cut the consultation and return to the clinic, saying, \"You have insurance, so what prevents you from doing that?\" I proceeded to cut the consultation, but after entering, he expelled me, saying I didn’t have an appointment. He told me, \"Okay, please leave,\" even though I had clarified this from the beginning. He informed the reception staff, saying, \"Do not let anyone else enter the clinic.\" This behavior was inappropriate on his part.\n\n\n[Arabic]:\nحضرت الى عيادة الطبيب وتواصلت معه وطلب مني قص كشفيه والرجوع للعيادة وقال انت عندك تامين ايه الي يمنعك تقص وقصيت وبعد ما دخلت له قام بطردي وقال ماعندك موعد يالله تفضل علما انه تم توضيح ذلك من البدايه وقام باابلاغ موظفة الاستقبال وقال لها لاعاد تدخلين احد للعياده .. تصرف غير لائق من قبله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-25T21:00:00Z", "due_at": "2024-05-25T15:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-25T21:00:00Z", "explanation_received_at": "2024-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30124642, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-26 00:00:00", "closed": null, "received": "2024-05-23 18:06:00", "resolved": "2024-05-30 00:00:00", "escalated": null, "first_reminder": "2024-05-26 00:00:00" }, "imported_at": "2026-04-13T21:59:47.904283", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2492", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 2492 } } }, { "model": "complaints.complaint", "pk": "b094d219-64bd-47f6-8b84-3ff4a46fc2fe", "fields": { "created_at": "2022-12-26T12:11:00Z", "updated_at": "2026-04-13T18:56:45.910Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0729", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An agreement was made with the doctor to perform a three-finger operation, for which an amount of 6000 was paid. After that, we were informed by the accountant that we must pay an amount of 2000 because the doctor performed an additional procedure.", "description": "An agreement was made with the doctor to perform a three-finger operation, for which an amount of 6000 was paid. After that, we were informed by the accountant that we must pay an amount of 2000 because the doctor performed an additional procedure.\n\n[Arabic]:\nتم الاتفاق مع الطبيب باجراء عملية ثلاث اصابع حيث تم دفع مبلغ 6000 وبعد ذلك تم ابلاغنا من قبل المجاسب بان يجب دفع مبلغ 2000 لان الطبيب عمل اجراء اضافي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-25T21:00:00Z", "due_at": "2022-12-28T12:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-25T21:00:00Z", "explanation_received_at": "2022-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1787988, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-12-26 00:00:00", "closed": null, "received": "2022-12-26 15:11:00", "resolved": "2022-12-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.908427", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0729", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 729 } } }, { "model": "complaints.complaint", "pk": "b09975ab-8387-4570-9658-96bc4d4a0ab6", "fields": { "created_at": "2025-07-12T08:24:00Z", "updated_at": "2026-04-13T19:02:23.294Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.هشام", "expected_result": "", "reference_number": "CMP-2025-07-4447", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that when the specialist applied the cream, he threw a tissue at him and said, \"Wipe it off.\" He is paralyzed on his right side, and there was no nurse to help him wipe the cream off after the x-ray. My question is: Why wasn't the cream wiped off? This is difficult for me, and there is no one to help me, and there is a lack of adequate care.", "description": "The patient reports that when the specialist applied the cream, he threw a tissue at him and said, \"Wipe it off.\" He is paralyzed on his right side, and there was no nurse to help him wipe the cream off after the x-ray. My question is: Why wasn't the cream wiped off? This is difficult for me, and there is no one to help me, and there is a lack of adequate care.\n\n[Arabic]:\nيفيد المراجع بأنه عندما وضع الاخصائي عليه الكريم ، رمى عليه المنديل وقال : أمسح. علماً بأنه مصاب بشلل نصفي في الجهة اليمنى، ولا توجد ممرضة لتساعدنه في مسح الكريم بعد إجراء الأشعة. سؤالي هو: لماذا لم يتم مسح الكريم؟ فهذا أمر صعب علي، ولا يوجد من يساعدني، وهناك تقصير في تقديم العناية اللازمة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-14T08:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-12T08:24:00Z", "explanation_received_at": "2025-07-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4447, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "b09b365b-4716-4a63-9056-12c927a394da", "fields": { "created_at": "2022-09-11T08:28:00Z", "updated_at": "2026-04-13T18:56:05.903Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAHAR ABDULFATTAH", "expected_result": "", "reference_number": "CMP-2022-09-0099", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A set of items was given by the doctor, and a paper was given stating that after the delivery, if there were no items for him, a cesarean section would be performed. He was asked to wait and think before signing. The doctor raised her voice regarding the medications and forced him to sign immediately. There was no time to think, and his method of treatment was not suitable with the medications.", "description": "A set of items was given by the doctor, and a paper was given stating that after the delivery, if there were no items for him, a cesarean section would be performed. He was asked to wait and think before signing. The doctor raised her voice regarding the medications and forced him to sign immediately. There was no time to think, and his method of treatment was not suitable with the medications.\n\n[Arabic]:\nتم اعطاء مجموعة من العناصر من قبل الدكتور ورقة طقم فيها بعد عمل الولاده للولاده الطبيعه وعدم وجود عناصر له سوف يتم عمل الولاده القيصرية ليلتمس الانتظار والتفكير لتوقيع التوقيع تم رفع الصوت من قبل الدكتورة على أدوية واجبارها على في الحال والتوقيع لا يوجد وقت للتفكير واسلوب دواءه غير مناسب مع أدوية .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-11T21:00:00Z", "due_at": "2022-09-13T08:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-11T21:00:00Z", "explanation_received_at": "2022-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20084261, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-09-12 00:00:00", "closed": null, "received": "2022-09-11 11:28:00", "resolved": "2022-09-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.894873", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0099", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 99 } } }, { "model": "complaints.complaint", "pk": "b09bf852-67b9-406a-ac73-6cd774e5ca41", "fields": { "created_at": "2023-05-08T15:06:00Z", "updated_at": "2026-04-13T18:57:39.171Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1226", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 8 may 2023 , i went to the ER department when the nurse come to take the blood test from my baby I told him to take it from his foot because before they can not to take from his hand but the ER nurse said let me to do my job and he tried many time until my baby fainting then he put it in his foot.", "description": "On 8 may 2023 , i went to the ER department when the nurse come to take the blood test from my baby I told him to take it from his foot because before they can not to take from his hand but the ER nurse said let me to do my job and he tried many time until my baby fainting then he put it in his foot.\n\n[Arabic]:\nفي 8 مايو 2023، ذهبت إلى قسم الطوارئ. عندما جاء الممرض لأخذ عينة دم من طفلي، أخبرته أن يأخذها من قدمه لأنهم لم يستطيعوا سابقًا أخذها من يده، لكن ممرض الطوارئ قال: \"دعني أقوم بعملي\"، وحاول عدة مرات حتى فقد طفلي الوعي، ثم أخذ العينة من قدمه.\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-09T21:00:00Z", "due_at": "2023-05-10T15:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-09T21:00:00Z", "explanation_received_at": "2023-05-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234198, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-10 00:00:00", "closed": null, "received": "2023-05-08 18:06:00", "resolved": "2023-05-18 00:00:00", "escalated": null, "first_reminder": "2023-05-11 00:00:00" }, "imported_at": "2026-04-13T21:57:39.169182", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1226", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 1226 } } }, { "model": "complaints.complaint", "pk": "b0baf1ff-6c28-4606-8692-8bbc01fedcc2", "fields": { "created_at": "2025-11-16T13:42:00Z", "updated_at": "2026-04-13T19:03:13.962Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5308", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After my child spent 24 hours in the neonatal intensive care unit (NICU), and after a pediatrician examined him, he was discharged after I was told his bilirubin level was low. The following day, my child began showing signs of severe fatigue, so we immediately went to the hospital. After examination, he was admitted due to a high bilirubin level, but we were required to pay additional fees for the examination and admission.\n\nMy question is: Why was my child discharged from the NICU and told his", "description": "After my child spent 24 hours in the neonatal intensive care unit (NICU), and after a pediatrician examined him, he was discharged after I was told his bilirubin level was low. The following day, my child began showing signs of severe fatigue, so we immediately went to the hospital. After examination, he was admitted due to a high bilirubin level, but we were required to pay additional fees for the examination and admission.\n\nMy question is: Why was my child discharged from the NICU and told his bilirubin level was low, when a government hospital told him it was very high?\n\n[Arabic]:\nد أن أكمل الطفل مدة 24 ساعة في الحضانة، وتم الكشف على حالته الصحية من قبل طبيب الأطفال، سُمح له بالخروج من الحضانة بعد إخباري بأن نسبة الصفار بسيطة. وفي اليوم التالي بدأت تظهر على الطفل أعراض تعب شديد، فقمنا بمراجعة المستشفى فورًا، وبعد الكشف طُلب تنويمه بسبب ارتفاع نسبة الصفار، ولكن تم إلزامنا بدفع تكاليف جديدة للكشف والتنويم.\n\nالسؤال: لماذا تم إخراج الطفل من الحضانة وإبلاغي بأن نسبة الصفار بسيطة، في حين أنني عند مراجعة مستشفى حكومي تم إخباري بأن النسبة مرتفعة جدًا", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-18T13:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-16T13:42:00Z", "explanation_received_at": "2025-11-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5308, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "b0fb8c42-a273-4cc0-9adf-c54687492743", "fields": { "created_at": "2025-07-01T17:16:00Z", "updated_at": "2026-04-13T19:02:22.001Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطبيب المناوب ", "expected_result": "", "reference_number": "CMP-2025-07-4401", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reports that the on-call doctor did not check on him after the operation or follow up on his condition and complications.\"\n\n", "description": "\"The patient reports that the on-call doctor did not check on him after the operation or follow up on his condition and complications.\"\n\n\n\n[Arabic]:\nيفيد المريض بعدم مرور الطبيب المناوب عليه بعد العمليه والاهتمم بالحاله والمضاعفات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-03T17:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-01T17:16:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4401, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "b1027324-b02f-41a1-8db6-267fb7b7f235", "fields": { "created_at": "2022-12-24T08:12:00Z", "updated_at": "2026-04-13T18:56:45.707Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0698", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse left without giving the child the vaccination, claiming her shift was over. She should have been replaced before she left, but she didn't respond to us. We requested a replacement, but the head nurse didn't respond either, and we waited 35 minutes in front of the vaccination room.", "description": "The nurse left without giving the child the vaccination, claiming her shift was over. She should have been replaced before she left, but she didn't respond to us. We requested a replacement, but the head nurse didn't respond either, and we waited 35 minutes in front of the vaccination room.\n\n[Arabic]:\nخروج الممرضه وعدم اعطى الطفل اللتطعيم بحجة انتهى الدوام وهو من المفترض قبل خروجها يكون هناك\nمناوب عنها ولكن خرجت ولم تتجاوب معنا وتم طلب بديله ولكن ايضا لايوجد تجاوب من رئيسة الممرضات الا بعد\n٣٥ دقيقه من الانتظار امام غرفة التطعيم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-23T21:00:00Z", "due_at": "2022-12-26T08:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-24T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30174972, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.12.Refusal to vaccinate" }, "timeline": { "sent": "2022-12-24 00:00:00", "closed": "2022-12-25 00:00:00", "received": "2022-12-24 11:12:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:45.704509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0698", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 698 } } }, { "model": "complaints.complaint", "pk": "b122c696-60c6-459a-b49d-e099069d73a2", "fields": { "created_at": "2025-03-08T20:33:00Z", "updated_at": "2026-04-13T19:01:35.007Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3865", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am requesting a refund for the blood tests I paid 530 riyals for, after a mistake by the radiologist Kanol led to incorrect ultrasound results regarding my uterus. Initially, I was told it was not thick, but a follow-up ultrasound with Dr. Azza Bashir indicated otherwise.", "description": "I am requesting a refund for the blood tests I paid 530 riyals for, after a mistake by the radiologist Kanol led to incorrect ultrasound results regarding my uterus. Initially, I was told it was not thick, but a follow-up ultrasound with Dr. Azza Bashir indicated otherwise.\n\n[Arabic]:\nأطلب استرداد المبلغ الذي دفعته والبالغ 530 ريالًا لاختبارات الدم، وذلك بعد أن أدى خطأ من اختصاصي الأشعة كانول إلى نتائج غير صحيحة بشأن الرحم. في البداية، قيل لي إنه ليس سميكًا، ولكن أشعة الموجات فوق الصوتية اللاحقة مع الدكتورة عزة بشير أظهرت خلاف ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-10T20:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-08T20:33:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3865, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "b12917a8-9592-4f26-8164-7840b71b279b", "fields": { "created_at": "2025-01-21T14:15:00Z", "updated_at": "2026-04-13T19:01:13.740Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3578", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the surgery, an additional procedure was performed as an emergency necessity, but it was not approved by the insurance.", "description": "During the surgery, an additional procedure was performed as an emergency necessity, but it was not approved by the insurance.\n\n[Arabic]:\nاثناء العملية تم عمل اجراء اضافي استوجب عمله بشكل طارئ ولم يتم الموافقه عليه من قبل التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-23T14:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-21T14:15:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3578, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "b1446a49-9cbf-4322-8f18-edbcca354c61", "fields": { "created_at": "2025-04-23T12:46:00Z", "updated_at": "2026-04-13T19:01:48.558Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4068", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request was not submitted correctly (medical approval).", "description": "The request was not submitted correctly (medical approval).\n\n[Arabic]:\nعدم ارسال الطلب بطريقه صحيحه ( موافقه طبيه ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-25T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-23T12:46:00Z", "explanation_received_at": "2025-04-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4068, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "b14d9861-57fe-46a2-ab5a-d588683f8c24", "fields": { "created_at": "2022-09-27T10:27:00Z", "updated_at": "2026-04-13T18:56:08.758Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MUTAZ JAMAL", "expected_result": "", "reference_number": "CMP-2022-09-0272-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to Dr. Moataz's clinic and he decided to examine my Bartholin's gland. I was told to come at 7 AM, but it will be 11 PM, and I will be waiting until 5 PM, which will be a great relief to me. I appreciate the good work done by Dr. Marwa Hosni.", "description": "I went to Dr. Moataz's clinic and he decided to examine my Bartholin's gland. I was told to come at 7 AM, but it will be 11 PM, and I will be waiting until 5 PM, which will be a great relief to me. I appreciate the good work done by Dr. Marwa Hosni.\n\n[Arabic]:\n تم الحضور الى عيادة الطبيب معتز وقرر لي عملية غدة بارثولين . حيث تم ابلاغي بالحضور الساعة 7 صباحا\nوالعملية ستكون الساعة 11 صباحا وعند حضوري وانتظاري تم ابلاغي بان العملية ستكون الساعه 5 مساء مما ادى الى\nاستيائي وعمل العملية من قبل الطبيبة مروى حسني .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T10:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20041294, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 13:27:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": "2022-09-28 00:00:00" }, "imported_at": "2026-04-13T21:56:08.751237", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0272-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 272 } } }, { "model": "complaints.complaint", "pk": "b1781d09-921f-41ed-98d6-9f0d4f555a41", "fields": { "created_at": "2024-04-04T17:32:00Z", "updated_at": "2026-04-13T18:59:36.629Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2351", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "His wife was transferred by the Red Crescent to Al Hammadi Hospital in Al-Nuzha without his consent, and now the hospital is requesting a payment of 8,800 Riyals without his approval.\n", "description": "His wife was transferred by the Red Crescent to Al Hammadi Hospital in Al-Nuzha without his consent, and now the hospital is requesting a payment of 8,800 Riyals without his approval.\n\n\n[Arabic]:\nتم نقل زوجته بالهلال الاحمر الى مستشفى الحمادي النزهه دون اذنه وحاليا المستشفى يطالبه بمبلغ التكاليف 8800 ريال دون موافقته على ذلك", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-03T21:00:00Z", "due_at": "2024-04-06T17:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-05T21:00:00Z", "second_reminder_sent_at": "2024-04-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-03T21:00:00Z", "explanation_received_at": "2024-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-04-15T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30253437, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-04-04 00:00:00", "closed": null, "received": "2024-04-04 20:32:00", "resolved": "2024-04-16 00:00:00", "escalated": null, "first_reminder": "2024-04-06 00:00:00" }, "imported_at": "2026-04-13T21:59:36.621690", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2351", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2351 } } }, { "model": "complaints.complaint", "pk": "b1b60bab-7127-4ce3-80cf-dc0d6bec27c2", "fields": { "created_at": "2023-11-29T13:18:00Z", "updated_at": "2026-04-13T18:58:45.500Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED MUNEER KHAN", "expected_result": "", "reference_number": "CMP-2023-11-1906", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor requested that I take a trigger shot to complete the treatment, but the insurance department employee refused to submit the request to the insurance company without explaining the reasons.", "description": "The doctor requested that I take a trigger shot to complete the treatment, but the insurance department employee refused to submit the request to the insurance company without explaining the reasons.\n\n[Arabic]:\nطلب الطبيب اخذ ابره تفجيريه لتكمله العلاج ورفض موظف قسم التامين رفع الطلب لشركة التامين بدون توضيح الاسباب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-28T21:00:00Z", "due_at": "2023-12-01T13:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-28T21:00:00Z", "explanation_received_at": "2023-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30166071, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-29 00:00:00", "closed": null, "received": "2023-11-29 16:18:00", "resolved": "2023-11-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.494928", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1906", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1906 } } }, { "model": "complaints.complaint", "pk": "b1b667a0-86c3-4ea7-9f0b-737573dccb49", "fields": { "created_at": "2025-01-23T11:46:00Z", "updated_at": "2026-04-13T19:01:14.077Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3595", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Amounts were deducted from the insurance without explanation, and approval was raised for a procedure that was not performed.", "description": "Amounts were deducted from the insurance without explanation, and approval was raised for a procedure that was not performed.\n\n[Arabic]:\nتم خصم مبالغ من التأمين دون توضيح السبب، وتم رفع موافقة على إجراء لم يتخذ.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-25T11:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-23T11:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3595, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "b1fb4264-2f8a-4d7a-9479-69bbf5213e18", "fields": { "created_at": "2024-10-14T09:42:00Z", "updated_at": "2026-04-13T19:00:38.598Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3036", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to complete the treatment plan (perform surgery) without explaining the reasons.", "description": "Failure to complete the treatment plan (perform surgery) without explaining the reasons.\n\n[Arabic]:\nعدم استكمال الخطة العلاجية ( اجراء عملية ) دون توضيح الاسباب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T09:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30350389, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.2 Treatment plan not followed" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-14 12:42:00", "resolved": "2024-10-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.590323", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3036", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3036 } } }, { "model": "complaints.complaint", "pk": "b209ded3-b5e7-4e09-ba49-1da839bb5e3b", "fields": { "created_at": "2025-06-18T11:23:00Z", "updated_at": "2026-04-13T19:02:11.545Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عزة بشير ", "expected_result": "", "reference_number": "CMP-2025-06-4328", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The complaint stems from a two-year-old backlog. My wife had been seeing Dr. Azza since the beginning of her pregnancy two years ago, but unfortunately, the appointments were always irregular and meaningless. For example, if our appointment was at 10, we wouldn't arrive until one to two hours later, often with unconvincing excuses, such as emergencies and a rush of patients. It's unreasonable for emergencies to recur during each visit. Furthermore, the time allotted to us never exceeded five min", "description": "The complaint stems from a two-year-old backlog. My wife had been seeing Dr. Azza since the beginning of her pregnancy two years ago, but unfortunately, the appointments were always irregular and meaningless. For example, if our appointment was at 10, we wouldn't arrive until one to two hours later, often with unconvincing excuses, such as emergencies and a rush of patients. It's unreasonable for emergencies to recur during each visit. Furthermore, the time allotted to us never exceeded five minutes, which led to us forgetting important details related to the visit. Before my wife gave birth, we were forced to continue with the doctor because she had been following up on my wife's case from the beginning. This caused constant delays, negatively impacted patients' comfort and their right to their allotted time (15 minutes), and gave patients a negative impression. The doctor had childbirth cases, and patients should have been informed, giving them the choice of waiting or postponing.\n\n[Arabic]:\n الشكوى جاءات من تراكمات من سنتين. كانت زوجتي تتابع مع الدكتورة عزة بداية حملها قبل سنتين، ولكن\nللأسف، كانت المواعيد دائماً غير منتظمة ولا تعني شيئا.ً فمثلا،ً إذا كان موعدنا الساعة ،10 فإننا لا ندخل إلا بعد\nساعة إلى ساعتين، مع أعذار غير مقنعه حالات طارئة وزحمة مرضى. من غير المعقول أن تتكرر حالات الطوارئ\nفي كل زيارة. كما أن الوقت المخصص لنا لا يتجاوز 5 دقائق، مما يؤدي إلى نسيان أمور هامة تتعلق بالزيارة. قبل\nولادة زوجتي،. كنا مجبورين نستمر مع الدكتورة لأنها كانت تتابع حالة زوجتي منذ البداية حيث أن هذا\nيسبب التأخير الدائم ويؤثر سلباً على راحة المرضى وحقهم في وقتهم المحدد (15 دقيقة) ويعطي انطباع للمراجعين غير جيد وكانت لدى الدكتوره حالات ولاده و يجب ابلاغ المراجعين ليكون للمراجع الخيار الانتظار او التأجيل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-20T11:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-18T11:23:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4328, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "b2844093-442d-42cf-b760-c8c6c9e62ca5", "fields": { "created_at": "2023-09-09T18:01:00Z", "updated_at": "2026-04-13T18:58:19.050Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1592", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The child has not received any vaccinations.", "description": " The child has not received any vaccinations.\n\n[Arabic]:\n لم تم اضافة التطعيمات للطفله . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-09T21:00:00Z", "due_at": "2023-09-11T18:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-09T21:00:00Z", "explanation_received_at": "2023-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30242234, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-09-10 00:00:00", "closed": " ", "received": "2023-09-09 21:01:00", "resolved": "2023-09-10 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.046102", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1592", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1592 } } }, { "model": "complaints.complaint", "pk": "b284b809-6009-442f-ae4e-adb085e06644", "fields": { "created_at": "2024-03-12T17:42:00Z", "updated_at": "2026-04-13T18:59:26.752Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2281", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Room 3156 was only visited once by the specialist, and several observations were made but ignored. There were delays in the procedures and services provided. Attempts to contact the admissions manager afterward were made several times, but there was no response. The patient was discharged dissatisfied with the services provided.", "description": "Room 3156 was only visited once by the specialist, and several observations were made but ignored. There were delays in the procedures and services provided. Attempts to contact the admissions manager afterward were made several times, but there was no response. The patient was discharged dissatisfied with the services provided.\n\n[Arabic]:\nلم يتم زيارة الغرفة ( 3156 ) الا مره واحده من قبل الاخصائية وتم توجيه عدة ملاحظات ولم يتم الاخذ بها او الاهتمام كما تم ذكره وكان هناك تأخير باجراءات والخدمات المقدمة تم محاولة التواصل مع مدير التنويم بعد ذلك لعدة مرات ولم يتم التجاوب ايضا تم خروج المريض وهو غير راضي عن الخدمات المقدمة له ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-15T21:00:00Z", "due_at": "2024-03-14T17:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-16T21:00:00Z", "second_reminder_sent_at": "2024-03-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-15T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308614, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-03-16 00:00:00", "closed": null, "received": "2024-03-12 20:42:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": "2024-03-17 00:00:00" }, "imported_at": "2026-04-13T21:59:26.747326", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2281", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2281 } } }, { "model": "complaints.complaint", "pk": "b2ab8102-8fcb-49a3-b56e-930507b95351", "fields": { "created_at": "2024-04-22T18:18:00Z", "updated_at": "2026-04-13T18:59:37.422Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2389", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He stated that he is a blood donor at the same facility and requested a donation certificate, but it was refused due to the expiration of the period in the system.\n", "description": "He stated that he is a blood donor at the same facility and requested a donation certificate, but it was refused due to the expiration of the period in the system.\n\n\n[Arabic]:\nيفيد بانه متبرع دم في نفس المنشأه وطلب شهادة التبرع وتم رفض اعطاءه لانتهاء المدة بالنظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 211, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-22T21:00:00Z", "due_at": "2024-04-24T18:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-22T21:00:00Z", "second_reminder_sent_at": "2024-04-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-22T21:00:00Z", "explanation_received_at": "2024-04-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-04-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1126751237, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-23 00:00:00", "closed": null, "received": "2024-04-22 21:18:00", "resolved": "2024-04-28 00:00:00", "escalated": null, "first_reminder": "2024-04-23 00:00:00" }, "imported_at": "2026-04-13T21:59:37.418209", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2389", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "بنك الدم", "main": "الطبي" }, "original_complaint_num": 2389 } } }, { "model": "complaints.complaint", "pk": "b2c269b9-dfca-4836-ab6a-58a85889c70b", "fields": { "created_at": "2025-04-24T08:01:00Z", "updated_at": "2026-04-13T19:01:48.651Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.صبحي محمود", "expected_result": "", "reference_number": "CMP-2025-04-4073", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The procedure was refused without explanation.", "description": "The procedure was refused without explanation.\n\n[Arabic]:\nتم رفض العمليه دون التوضيح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": null, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-26T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-24T08:01:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4073, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "b2e20cfe-a000-455f-943e-2cffc2f0fa63", "fields": { "created_at": "2024-12-25T13:34:00Z", "updated_at": "2026-04-13T19:01:02.175Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3416", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "In the name of God, the Most Gracious, the Most Merciful. Peace, mercy, and blessings of God be upon you. I am submitting my complaint against Ms. Khulood Khawaji, as she has engaged in inappropriate language and misconduct, befitting her position within the security department. Her behavior is unacceptable and unbecoming, both professionally and socially. She initiated this by displaying poor conduct and harshness in her speech, and uttered the statement that she could do whatever she wanted. S", "description": "In the name of God, the Most Gracious, the Most Merciful. Peace, mercy, and blessings of God be upon you. I am submitting my complaint against Ms. Khulood Khawaji, as she has engaged in inappropriate language and misconduct, befitting her position within the security department. Her behavior is unacceptable and unbecoming, both professionally and socially. She initiated this by displaying poor conduct and harshness in her speech, and uttered the statement that she could do whatever she wanted. She says, in a bad way... To begin, I will mention in detail what happened, and it is as follows:\n\nI was standing in front of the ICU entrance talking to my wife when I saw her speaking rudely and responding to him in a barbaric manner because he is young. I was watching what was happening and I didn't say anything. Then my wife's mother came forward to enter after she had come out of the same door in less than 30 seconds. I stepped forward in front of her... She grabbed her arms roughly, and all that was left was for her to grab the elderly woman and push her! At that point, I approached the woman and said to her, word for word, \"Please, excuse me, but...\" What's the problem?\n\nWhy are you doing this? Logically, someone in a position of authority should act with kindness. What you've done and are doing now isn't right. I mean, God has given you authority in a certain place, but that doesn't mean you can treat people badly. This is unacceptable. May God be pleased with you. Kindness is required, and you were placed in that position to serve. Everyone is not here to be disrespectful, to vent their frustrations, or to show disrespect. This is completely unacceptable. Without any prior warning, and in front of everyone, she said, \"I'll do what I want, good or bad, it's none of your business.\" I said, \"How can it be none of my business when you're being disrespectful? Now, by raising your voice and speaking to me in such a bad manner... you were placed in a position of responsibility, and this is your duty.\" Provocation, raising one's voice, and disrespecting the sanctity of the place are punishable by law with double the penalty. So I told her, \"Okay, I won't accept you speaking to me in such a rude, barbaric, and provocative manner.\" She replied, \"I'll say what I want, and it's my choice. If you don't like it, leave, or I'll call the police.\" I said, \"I wish you would, by God, you would call them so I can get my rights. Honestly, her rudeness and insolence made it seem like we were in the street, not a hospital. She showed no respect.\" She was sick and showed no respect for visitors or patients. She told me to go downstairs to them. I said, \"Okay, I'll go down and file a complaint.\"\n\nMeanwhile, the woman went to the entrance of the intensive care unit and, in front of everyone, said, literally, \"Tall as a palm tree, but with the brains of a goat.\" At that point, it became clear to me that the woman, Khulood, was showing a lack of respect and using inappropriate language. When I heard her say what she said, I went to the elevator to go down. I went to the security office to file my complaint. While I was waiting for the elevator, she returned to the office, but then to the care gate. I went to her and said, \"Excuse me, I just want your name. Didn't you say, 'She's as tall as a goat and as smart as a goat?'\" She said, \"What do you mean, are you going to hit me or something? Fire me?\" And then I told everyone who was there, \"Witness to what she said.\" She then mockingly imitated my tone, saying, \"Witness to what you said,\" but in a voice like a child who couldn't speak! She shook her head and moved her hands, mimicking my voice in a vulgar, provocative, and childishly repetitive way—she was mocking me, you know. I told her, \"God willing, everything will be alright.\" There's more I can't say now, but I'll mention it to the witnesses in my previous statement. I swear to God, I don't want to harm anyone, but some people have been put in the wrong place. This is obvious, and what's hidden might be... Great... May God guide her and set her right...\n\nHowever, I am submitting my complaint to the relevant authority responsible for its employees... and I request that she be given redress and punished according to the regulations, for her inappropriate and insulting behavior.\n\n[Arabic]:\nﺑﺴﻢ ﺍﷲ ﺍﻟﺮﺣﻤﻦ ﺍﻟﺮﺣﻴﻢ ﺍﻟﺴﻼﻡ ﻋﻠﻴﻜﻢ ﻭﺭﺣﻤﺔ ﺍﷲ ﻭﺑﺮﻛﺎﺗﻪ ﺍﺗﻘﺪﻡ ﺑﺸﻜﻮﺍﻱ ﺿﺪ ﺍﻟﻤﺪﻋﻮﻩ/ ﺧﻠﻮﺩ ﺧﻮﺍﺟﻲ .. ﺣﻴﺚ\nﺑﺪﺭ ﻣﻦ ﺍﻟﻤﺪﻋﻮﻩ ﺍﻟﺘﻠﻔﻆ ﺍﻟﻐﻴﺮ ﻻﺋﻖ ﻭﺍﻟﺘﻌﺎﻣﻞ ﺍﻟﺴﻴء ﺑﺤﻜﻢ ﻣﻜﺎﻧﺘﻬﺎ ﻓﻲ ﻗﺴﻢ ﺍﻻﻣﻦ.. ﻭﻣﺎﺑﺪﺭ ﻣﻨﻬﺎ ﻻ ﻳﻠﻴﻖ ﻭﻻ ﻳﻘﺒﻞ ﻋﻠﻰ\nﻣﺴﺘﻮﻯ ﺍﻟﺼﻌﻴﺪ ﺍﻟﻤﻬﻨﻲ ﻭﺍﻻﺟﺘﻤﺎﻋﻲ .. ﺣﻴﺚ ﺑﺎﺩﺭﺕ ﺍﻟﻤﺪﻋﻮﻩ ﺑﺎﻇﻬﺎﺭ ﺳﻠﻮﻛﻬﺎ ﺍﻟﺴﻴء ﻓﻲ ﺍﻟﺘﻌﺎﻣﻞ ﻭﺍﻟﺤﺪﺓ ﻓﻲ ﺍﻟﻜﻼﻡ\nﻭﻗﺎﻣﺖ ﺑﺎﻟﺘﻠﻔﻆ ﺑﻘﻮﻟﻬﺎ ﺍﻧﻬﺎ ﺗﺴﺘﻄﻴﻊ ﺍﻥ ﺗﻔﻌﻞ ﻣﺎﺗﺮﻳﺪ ﻭﺗﻘﻮﻝ ﺑﺸﻜﻞ ﺳﻴء ..ﺑﺪﺍﻳﺔ ﻭﺗﻔﺼﻴﻼ ﺳﻮﻑ ﺍﺫﻛﺮ ﻣﺎﺣﺼﻞ ﻭﻫﻲ\nﻛﺎﻟﺘﺎﻟﻲ : ﻛﻨﺖ ﻭﺍﻗﻔﺎ ﺍﻣﺎﻡ ﻣﺪﺧﻞ ﺍﻟﻌﻨﺎﻳﻪ ﺍﻟﻤﺮﻛﺰﻩ ﺍﺗﺤﺪﺙ ﻣﻊ ﺯﻭﺟﺘﻲ ﻓﺎﺫﺍ ﻭﺍﻧﺎ ﺭﺃﻳﺘﻬﺎ ﺗﺘﻄﺎﻭﻝ ﺑﺎﻟﻜﻼﻡ ﻭﺗﺮﺩ ﻋﻠﻴﻪ ﺑﺎﺳﻠﻮﺏ\nﻫﻤﺠﻲ ﺑﺤﻜﻢ ﺍﻧﻪ ﺻﻐﻴﺮ ﺳﻦ .. ﻭﻛﻨﺖ ﻣﺘﻔﺮﺟﺎ ﺑﻤﺎ ﻳﺤﺪﺙ ﻭﻟﻢ ﺍﻗﻞ ﺷﻴﺌﺎ.. ﻭﺑﻌﺪﻫﺎ ﺗﻘﺪﻣﺖ ﻭﺍﻟﺪﺓ ﺯﻭﺟﺘﻲ ﻟﻠﺪﺧﻮﻝ ﺑﻌﺪﻣﺎ\nﺧﺮﺟﺖ ﻣﻦ ﻧﻔﺲ ﺍﻟﺒﺎﺏ ﻓﻲ ﺍﻗﻞ ﻣﻦ 30 ﺛﺎﻧﻴﻪ .. ﻓﺘﻘﺪﻣﺖ ﺍﻣﺎﻣﻬﺎ ﻣﺎﺩﺓ ﺫﺭﺍﻋﻴﻬﺎ ﺑﺎﺳﻠﻮﺏ ﻫﻤﺠﻲ ﻭﻟﻢ ﻳﺘﺒﻘﻰ ﺍﻻ ﺍﻥ ﺗﻤﺴﻚ\nﻛﺒﻴﺮﺓ ﺍﻟﺴﻦ ﻭﺗﺪﻓﻌﻬﺎ !!.. ﻭﻫﻨﺎ ﺍﻧﺎ ﺗﻘﺪﻣﺖ ﻟﻠﻤﺪﻋﻮﻩ ﻭﻗﻠﺖ ﻟﻬﺎ ﻧﺼﺎ ﻭﺣﺮﻓﺎ ) ﻟﻮ ﺳﻤﺤﺘﻲ ﻣﻌﻠﻴﺶ ﺑﺲ! ﺍﻳﺶ ﺍﻟﻤﺸﻜﻠﻪ ..\nﻟﻴﺶ ﺍﻧﺘﻲ ﺗﺴﻮﻳﻦ ﻛﺬﺍ.. ﻳﻌﻨﻲ ﻣﻨﻄﻘﻴﺎ ﺍﻟﻮﺍﺣﺪ ﻳﻜﻮﻥ ﻓﻲ ﻣﻜﺎﻥ ﺳﻴﻄﺮﻩ ﻟﻜﻦ ﻳﺘﻌﺎﻣﻞ ﺑﺎﻻﺳﻠﻮﺏ ﺍﻟﺤﺴﻦ ﺷﻮﻱ.. ﻭﺍﻟﻠﻲ ﺍﻧﺘﻲ\nﺳﻮﻳﺘﻴﻪ ﻭﺗﺴﻮﻳﻨﻪ ﺍﻻﻥ ﻫﺬﺍ ﻣﺎﻳﺼﻠﺢ.. ﻳﻌﻨﻲ ﻣﻌﻠﻴﺶ ﺭﺑﻲ ﻋﻄﺎﻙ ﺳﻴﻄﺮﻩ ﻓﻲ ﻣﻜﺎﻥ .. ﻟﻜﻦ ﻫﺬﺍ ﻣﻮ ﻣﻌﻨﺎﺗﻪ ﺍﻧﻮ ﺗﺘﻌﺎﻣﻠﻴﻦ\nﺑﺎﺳﻠﻮﺏ ﺳﻴء ﻭﻫﺎﻟﺸﻲ ﺗﺮﺍ ﻏﻴﺮ ﻣﻘﺒﻮﻟ..ﻔﺎ ﺍﷲ ﻳﺮﺿﻰ ﻋﻠﻴﻚ ﻳﻌﻨﻲ ﻣﻌﻠﻴﺶ ﺍﻻﺳﻠﻮﺏ ﺍﻟﺤﺴﻦ ﻣﻄﻠﻮﺏ ﻭﺍﻧﺘﻲ ﻭﺿﻌﺘﻲ ﻓﻲ\nﻣﻜﺎﻧﻪ ﻟﺨﺪﻣﺔ ﺍﻟﺠﻤﻴﻊ ﻣﻮ ﻟﻠﺘﻄﺎﻭﻝ ﻭﺍﻓﺮﺍﻍ ﺍﻟﻤﺴﺎﻭﺀ ﻭﺍﻇﻬﺎﺭ ﻋﺪﻡ ﺍﻻﺣﺘﺮﺍﻡ ﻭﻫﺎﻟﺸﻲ ﻏﻴﺮ ﻣﻘﺒﻮﻝ ﺑﺘﺎﺗﺎ. ﺑﺪﻭﻥ ﺍﻱ ﺳﺎﺑﻖ\nﺍﻧﺬﺍﺭ ﻭﺍﻣﺎﻡ ﺍﻟﺠﻤﻴﻊ ﻗﺎﻟﺖ ﺍﻧﺎ ﺍﺳﻮﻱ ﺍﻟﻠﻲ ﺍﺑﻲ ﺳﻴء ﻣﻮ ﺳﻴء ﻣﻮ ﺷﻐﻠﻚ.. ﻗﻠﺖ ﻋﺠﻴﺐ ﻛﻴﻒ ﻣﻮ ﺷﻐﻠﻲ ﻭﺍﻧﺘﻲ ﺗﺘﻄﺎﻭﻟﻴﻦ\nﺍﻟﺤﻴﻦ ﺑﺮﻓﻌﺔ ﺻﻮﺗﻚ ﺑﺎﺳﻠﻮﺏ ﺳﻴء ..ﻭﺿﻌﺘﻲ ﻓﻲ ﻣﻜﺎﻥ ﻭﺍﺃﺗﻤﻨﺘﻲ ﻋﻠﻴﻪ ﻭﻫﺬﺍ ﻭﺍﺟﺒﻚ. ﺍﻻﺳﺘﻔﺰﺍﺯ ﻭﺭﻓﻌﺔ ﺍﻟﺼﻮﺕ ﻭﻋﺪﻡ\nﺍﺣﺘﺮﺍﻡ ﺍﻟﻤﻜﺎﻥ ﻭﺣﺮﻣﺔ ﺍﻟﻤﻜﺎﻥ ﻫﺬﺍ ﻳﻌﺎﻗﺐ ﻋﻠﻴﻬﺎ ﺍﻟﻘﺎﻧﻮﻥ ﻋﻘﺎﺏ ﻣﻀﺎﻋﻒ.. ﻓﻘﻠﺖ ﻟﻬﺎ ﻃﻴﺐ ﺍﻧﺎ ﻣﺎ ﺍﻗﺒﻞ ﺍﻧﻚ ﺗﺘﻜﻠﻤﻴﻦ\nﻣﻌﻲ ﺑﺎﺳﻠﻮﺏ ﺳﻴء ﻭﺑﻄﺮﻳﻘﻪ ﻫﻤﺠﻴﻪ ﻭﺍﺳﺘﻔﺰﺍﺯﻳﻪ .. ﻗﺎﻟﺖ ﺍﻗﻮﻝ ﺍﻟﻠﻲ ﺍﻗﻮﻝ ﻭﺑﻜﻴﻔﻲ ..ﻣﻮ ﻋﺎﺟﺒﻚ ﺭﺡ ﻭﻻ ﺑﺴﺘﺪﻋﻲ ﻟﻚ\nﺍﻟﺸﺮﻃﻪ.. ﻗﻠﺖ ﻳﺎﻟﻴﺖ ﻭﺍﷲ ﺗﺴﺘﺪﻋﻴﻨﻬﻢ ﻋﺸﺎﻥ ﺍﺧﺬ ﺣﻘﻲ ﺻﺪﻕ ﻭﻃﻮﻟﺔ ﺍﻟﻠﺴﺎﻥ ﻛﺄﻧﻮ ﺟﺎﻟﺴﻴﻦ ﻓﻲ ﺷﺎﺭﻉ ﻣﻮ ﻣﺴﺘﺸﻔﻰ\nﻻ ﺍﺣﺘﺮﻣﺖ ﻣﺮﺿﻰ ﻭﻻ ﺍﺣﺘﺮﻣﺖ ﺯﺍﺋﺮﻳﻦ ﻭﻣﺮﺍﺟﻌﻴﻦ.. ﻓﻘﺎﻟﺖ ﺍﻧﺖ ﺍﻧﺰﻝ ﻟﻬﻢ ﺗﺤﺖ ﻗﻠﺖ ﺗﻤﺎﻡ ﺑﻨﺰﻝ ﺗﺤﺖ ﻭﺍﻗﺪﻡ ﺷﻜﻮﻯ ..\nﻭﺑﻬﺎﻻﺛﻨﺎﺀ ﺍﻟﻤﺪﻋﻮﻩ ﺫﻫﺒﺖ ﻟﺒﺎﺏ ﺍﻟﻌﻨﺎﻳﻪ ﺍﻟﻤﺮﻛﺰﻩ ﻭﻫﻲ ﺗﻤﺸﻲ .. ﻭﺍﻣﺎﻡ ﺍﻟﺠﻤﻴﻊ ﻗﺎﻟﺖ ﺣﺮﻓﻴﺎ ) ﺍﻟﻄﻮﻝ ﻃﻮﻝ ﻧﺨﻠﻪ ﻭﺍﻟﻌﻘﻞ\nﻋﻘﻞ ﺻﺨﻠﻪ ( .. ﻭﻫﻨﺎ ﺍﺗﻀﺢ ﻟﻲ ﺍﻥ ﺍﻟﻤﺪﻋﻮﻩ ﺧﻠﻮﺩ ﺍﻇﻬﺮﺕ ﻗﻠﺔ ﺍﻻﺣﺘﺮﺍﻡ ﻭﺍﻟﺘﻠﻔﻆ ﺑﻤﺎ ﻻﻳﻠﻴﻖ.. ﻭﻋﻨﺪﻣﺎ ﺳﻤﻌﺘﻬﺎ ﺗﻘﻮﻝ\nﻣﺎﻗﺎﻟﺖ ﺫﻫﺒﺖ ﻟﻠﻤﺼﻌﺪ ﻷﻧﺰﻝ ﺍﻟﻰ ﻣﻜﺘﺐ ﺍﻻﻣﻦ ﻭﺍﻗﺪﻡ ﺷﻜﻮﺍﻱ.. ﻭﺍﺛﻨﺎﺀ ﺍﻧﺘﻈﺎﺭﻱ ﻗﺪﻭﻥ ﺍﻟﻤﺼﻌﺪ ﻭﺍﺫﺍ ﺑﻬﺎ ﺗﻌﻮﺩ ﺍﻻ\nﺍﻟﻤﻜﺘﺐ ﺍﻣﺎ ﺑﻮﺍﺑﺔ ﺍﻟﻌﻨﺎﻳﻪ .. ﻓﺬﻫﺐ ﺍﻟﻴﻬﺎ ﻭﻗﻠﺖ ) ﻟﻮ ﺳﻤﺤﺘﻲ ﺍﺑﻲ ﺍﺳﻤﻚ ﺑﺲ ، ﻣﻮ ﺍﻧﺘﻲ ﺗﻘﻮﻟﻴﻦ\" ﺍﻟﻄﻮﻝ ﻃﻮﻝ ﺻﺨﻠﻪ\nﻭﺍﻟﻌﻘﻞ ﻋﻘﻞ ﺻﺨﻠﻪ ؟\" .. ﻗﺎﻟﺖ \" ﺍﻳﻪ ﻗﻠﺖ ﻭﺵ ﻳﻌﻨﻲ ﺑﺘﻀﺮﺑﻨﻲ ﻣﺜﻼ؟ ﺑﺘﻔﺼﻠﻨﻲ؟ \" .. ﻭﻫﻨﺎ ﻗﻠﺖ ﻟﺠﻤﻴﻊ ﺍﻟﻠﻲ ﻛﺎﻧﻮ\nﻣﻮﺟﻮﺩﻳﻦ ﺧﻠﻮﻛﻢ ﺷﺎﻫﺪﻳﻦ ﻋﻠﻰ ﻛﻼﻣﻬﺎ.. ﻓﻘﺎﻣﺖ ﺑﺘﻘﻠﻴﺪ ﻃﺮﻳﻘﺔ ﻛﻼﻣﻲ ﺑﺴﺨﺮﻳﻪ ﺑﻘﻮﻟﻬﺎ ﺧﻠﻮﻛﻢ ﺷﺎﻫﺪﻳﻦ ﻭﻟﻜﻦ ﺑﺼﻮﺕ\nﻛﺼﻮﺕ ﺍﻟﻄﻔﻠﻪ ﺍﻟﻠﻲ ﺗﻌﺠﺰ ﻋﻦ ﺍﻟﻜﻼﻡ! ﻭﺗﻬﺰ ﺭﺍﺳﻬﺎ ﻭﺗﺤﺮﻙ ﻳﺪﻳﻬﺎ ﻭﻫﻲ ﺗﻘﻠﺪ ﺻﻮﺗﻲ \"ﺑﺎﻟﻌﺎﻣﻴﻪ ﺑﻄﺮﻳﻘﻪ ﻫﻤﺠﻴﻪ\nﺍﺳﺘﻔﺰﺍﺯﻳﻪ ﻭﺗﻜﺮﺍﺭ ﻃﻔﻮﻟﻲ ..ﺗﺘﻄﻨﺰ ﻳﻌﻨﻲ \" .. ﻗﻠﺖ ﻟﻬﺎ ﻳﺼﻴﺮ ﺧﻴﺮ ﺍﻥ ﺷﺎﺀ ﺍﷲ ... ﻭﻫﻨﺎﻙ ﻛﻼﻡ ﺍﺧﺮ ﻻ ﻳﺴﻌﻨﻲ ﻗﻮﻟﻪ ﺍﻻﻥ ..\nﻭﻟﻜﻦ ﺳﺎﺫﻛﺮﻩ ﻣﻊ ﺍﻟﺸﻬﻮﺩ ﻓﻲ ﺍﻻﻓﺎﺩﻩ ﺍﻟﻤﺘﻘﺪﻣﻪ.. ﻋﻠﻤﺎ ﺍﻧﻲ ﻭﺍﷲ ﻻ ﺍﺭﻏﺐ ﺍﻥ ﺍﺿﺮ ﺍﺣﺪﺍ .. ﻭﻟﻜﻦ ﺑﻌﺾ ﺍﻻﺷﺨﺎﺹ\nﻭﺿﻌﻮ ﻓﻲ ﺍﻟﻤﻜﺎﻥ ﺍﻟﺨﻄﺄ.. ﻭﻫﺬﺍ ﻣﺎ ﻫﻮ ﻭﺍﺿﺢ.. ﻭﻣﺎﺧﻔﻲ ﻳﻤﻜﻦ ﺍﻥ ﻳﻜﻮﻥ ﺍﻋﻈﻤ..ﻌﺴﻰ ﺍﷲ ﺍﻥ ﻳﻬﺪﻱ ﺣﺎﻟﻬﺎ ﻭﻳﺼﻠﺤﻬﺎ ..\nﻭﻟﻜﻦ ﺍﻧﺎ ﺍﺗﻘﺪﻡ ﺑﺸﻜﻮﺍﻱ ﻟﻠﺠﻬﻪ ﺍﻟﻤﺨﺘﺼﻪ ﺍﻟﻤﺘﻤﺜﻠﻪ ﻭﺍﻟﻤﺴؤﻭﻟﻪ ﻋﻦ ﻣﻮﻇﻔﻴﻬﺎ .. ﻭﺍﺭﻏﺐ ﻓﻲ ﺭﺩ ﺍﻻﻋﺘﺒﺎﺭ ﻭﻣﻌﺎﻗﺒﺘﻬﺎ\nﺣﺴﺐ ﺍﻟﻨﻈﺎﻡ ﻭﺫﻟﻚ ﻟﻘﺎﺀ ﻣﺎﻗﺎﻣﺖ ﺑﻪ ﺑﺎﻇﻬﺎﺭ ﺍﻟﺴﻠﻮﻛﻴﺎﺕ ﺍﻟﺴﻴﺌﻪ ﻭﺍﻻﻫﺎﻧﻪ .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-25T21:00:00Z", "due_at": "2024-12-27T13:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-27T21:00:00Z", "second_reminder_sent_at": "2024-12-27T21:00:00Z", "escalated_at": "2024-12-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-12-25T21:00:00Z", "explanation_received_at": "2025-01-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30361401, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Assault and \nHarassment", "classification": "Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-12-26 00:00:00", "closed": null, "received": "2024-12-25 16:34:00", "resolved": null, "escalated": "2024-12-29 00:00:00", "first_reminder": "2024-12-28 00:00:00" }, "imported_at": "2026-04-13T22:01:02.165725", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3416", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 3416 } } }, { "model": "complaints.complaint", "pk": "b347af97-b066-40bc-ac5c-7173a64db6ad", "fields": { "created_at": "2022-10-05T08:35:00Z", "updated_at": "2026-04-13T18:56:17.058Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0336", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 27 OCT 2022, the nurse removed the cannula from the baby at 12:00 and they didn’t put back until 4:00 and the baby need to feed through it and take his medicine and the mother asked the nurses many time but they did not responded to her. ", "description": "On 27 OCT 2022, the nurse removed the cannula from the baby at 12:00 and they didn’t put back until 4:00 and the baby need to feed through it and take his medicine and the mother asked the nurses many time but they did not responded to her. \n\n[Arabic]:\nفي 27 أكتوبر 2022، قامت الممرضة بإزالة القنية من الطفل في الساعة 12:00 ولم تعيدها إلا في الساعة 4:00، وكان الطفل بحاجة إلى الرضاعة من خلالها وتناول دوائه، وقد سألت الأم الممرضات عدة مرات لكنهن لم يستجبن لها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-04T21:00:00Z", "due_at": "2022-10-07T08:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-04T21:00:00Z", "explanation_received_at": "2022-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1841087, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-05 00:00:00", "closed": null, "received": "2022-10-05 11:35:00", "resolved": "2022-10-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.055137", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0336", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 336 } } }, { "model": "complaints.complaint", "pk": "b360b5ad-8e5f-4b5d-a9be-fad1e89b41f4", "fields": { "created_at": "2022-11-02T11:54:00Z", "updated_at": "2026-04-13T18:56:30.456Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "IBRAHIM ALHARBI", "expected_result": "", "reference_number": "CMP-2022-11-0495", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 28 OCT 2022, I called the nursery to bring my baby to me . she didn’t responded to me and she closed the phone when I asked her without answering to me . ", "description": "On 28 OCT 2022, I called the nursery to bring my baby to me . she didn’t responded to me and she closed the phone when I asked her without answering to me . \n\n[Arabic]:\nالساعه 10:30 مساء تم التواصل معي من قبل الموظف ابراهيم الحربي من قسم الموافقات الطبيه بخصوص طلبي وتم التحدث معي باانفعال منذ بداية الاتصال وفي كل مره احاول التحدث والشرح لمشكلتي تتم مقاطعتي من قبل الموظف وكان يتحدث معي بصوت عالي وأسلوب غير مهني وقمت بسؤاله هل المكالمه مسجله أجاب بلا اعلم . قمت بسؤاله ايضا عن اسمه ورفض الإفصاح تم الرد من قبله انه تم الاتصال لخدمتك فقط .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-01T21:00:00Z", "due_at": "2022-11-04T11:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-01T21:00:00Z", "explanation_received_at": "2022-11-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30139364, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-02 00:00:00", "closed": null, "received": "2022-11-02 14:54:00", "resolved": "2022-11-07 00:00:00", "escalated": null, "first_reminder": "2022-11-03 00:00:00" }, "imported_at": "2026-04-13T21:56:30.446529", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0495", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 495 } } }, { "model": "complaints.complaint", "pk": "b3d7906a-0f97-4407-bade-945de5bddd82", "fields": { "created_at": "2024-08-13T15:04:00Z", "updated_at": "2026-04-13T19:00:17.048Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2807", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at my appointment with the doctor and noticed her lack of interest in explaining my condition and treatment plan. She simply found I had cysts and remained silent, not telling me whether she would prescribe medication or not. I asked her myself if I needed medication, and she said there was Glucophage available if I wanted it, but she didn't clarify whether she would prescribe it. Her demeanor was cold and unclear, and the door was open while I was in the clinic! I asked patient relati", "description": "I arrived at my appointment with the doctor and noticed her lack of interest in explaining my condition and treatment plan. She simply found I had cysts and remained silent, not telling me whether she would prescribe medication or not. I asked her myself if I needed medication, and she said there was Glucophage available if I wanted it, but she didn't clarify whether she would prescribe it. Her demeanor was cold and unclear, and the door was open while I was in the clinic! I asked patient relations to book me an appointment with another doctor because of her lack of interest and the absence of a clear treatment plan.\n\n[Arabic]:\nوصلت الى موعدي مع الدكتورة ولاحظت عدم وجود اهتمام من الدكتورة في شرح الحالة و الخطة العلاجية حيث انها وجدت لدي تكيسات وسكتت ولم تفيدني ان كانت ستصف لي علاج ام لا , سالتها بنفسي هل اخذ له علاج قالت ان اردتي ذلك يوجد قلوكوفاج ولم تفيدني هل ستكتبه لي ام لا وكان تعاملها بارد وغير واضح وخلال وجودي في العيادة كان الباب مفتوح ! طلبت من علاقات المرضى حجز موعد لدى دكتورة اخرى لعدم وجود اهتمام ووصف لخطة علاجية واضحة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-13T21:00:00Z", "due_at": "2024-08-15T15:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-14T21:00:00Z", "second_reminder_sent_at": "2024-08-14T21:00:00Z", "escalated_at": "2024-08-18T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-08-13T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029706, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-08-14 00:00:00", "closed": null, "received": "2024-08-13 18:04:00", "resolved": "2024-09-02 00:00:00", "escalated": "2024-08-19 00:00:00", "first_reminder": "2024-08-15 00:00:00" }, "imported_at": "2026-04-13T22:00:17.038070", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2807", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2807 } } }, { "model": "complaints.complaint", "pk": "b3eb202a-c806-4281-af93-ce5711f7a031", "fields": { "created_at": "2023-12-10T12:15:00Z", "updated_at": "2026-04-13T18:58:54.063Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1936", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's leave was not entered into the platform.", "description": "The patient's leave was not entered into the platform.\n\n[Arabic]:\nلم يتم ادخال اجازه المريض للمنصه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-09T21:00:00Z", "due_at": "2023-12-12T12:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-10T21:00:00Z", "second_reminder_sent_at": "2023-12-10T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-09T21:00:00Z", "explanation_received_at": "2023-12-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1740343, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-10 00:00:00", "closed": null, "received": "2023-12-10 15:15:00", "resolved": "2023-12-12 00:00:00", "escalated": null, "first_reminder": "2023-12-11 00:00:00" }, "imported_at": "2026-04-13T21:58:54.058274", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1936", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1936 } } }, { "model": "complaints.complaint", "pk": "b3f0dd7e-8eba-4cbe-b52f-3ea1b4fe2ab9", "fields": { "created_at": "2023-10-12T08:40:00Z", "updated_at": "2026-04-13T18:58:30.389Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1708", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification.", "description": "Delay in submitting the birth notification.\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-11T21:00:00Z", "due_at": "2023-10-14T08:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-11T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30040765, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-12 00:00:00", "closed": null, "received": "2023-10-12 11:40:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.382977", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1708", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1708 } } }, { "model": "complaints.complaint", "pk": "b40d088f-4e8f-4c64-9db3-a41fe582ffc7", "fields": { "created_at": "2024-09-28T15:53:00Z", "updated_at": "2026-04-13T19:00:29.059Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2965", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted in room 5113 after the recovery , an indian national nurse who wears hijab was so unprofessional in dealing with me as a patient , I would like my complain to include the nursing supervisor and their choices with nursing staff ..\nFirst they don’t know how to professionally insert an iv needle many nurses have tried multiple times in different places in my body which led to pain until an Anesthesiologist was called .\nSecond they take very long time to respond to a recovery patients", "description": "I was admitted in room 5113 after the recovery , an indian national nurse who wears hijab was so unprofessional in dealing with me as a patient , I would like my complain to include the nursing supervisor and their choices with nursing staff ..\nFirst they don’t know how to professionally insert an iv needle many nurses have tried multiple times in different places in my body which led to pain until an Anesthesiologist was called .\nSecond they take very long time to respond to a recovery patients call to the room for help .\nAlso I have noticed them giving me painkillers without going back to read my file to know any imoirtant informations and or Allergies …\nLast im noting that when I told the doctor on duty im in pain he said pain is delusion which is unprofessional response to a patient …\n\n[Arabic]:\nبعد خروجي من المستشفى، تم إدخالي إلى الغرفة ٥١١٣. كانت ممرضة هندية ترتدي الحجاب غير مهنية على الإطلاق في تعاملها معي كمريضة. أود أن تشمل شكواي مشرفة التمريض وقراراتها بشأن طاقم التمريض.\nأولاً، لا يجيدون إدخال إبرة المحلول الوريدي بشكل صحيح، وقد حاولت العديد من الممرضات مرارًا وتكرارًا في أماكن مختلفة من جسدي، مما تسبب لي بألم شديد إلى أن تم استدعاء طبيب التخدير.\n\nثانيًا، يستغرقون وقتًا طويلاً جدًا للاستجابة لنداءات المرضى الذين ينزلون من غرفتهم طلبًا للمساعدة.\nكما لاحظت أنهم يعطونني مسكنات الألم دون الرجوع إلى ملفي الطبي لمعرفة أي معلومات مهمة أو حساسية لدي.\nأخيرًا، أود الإشارة إلى أنه عندما أخبرت الطبيب المناوب أنني أتألم، قال إن الألم وهم، وهذا رد غير مهني تجاه المريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-28T21:00:00Z", "due_at": "2024-09-30T15:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-29T21:00:00Z", "second_reminder_sent_at": "2024-09-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-28T21:00:00Z", "explanation_received_at": "2024-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-07T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30345150, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-09-29 00:00:00", "closed": null, "received": "2024-09-28 18:53:00", "resolved": "2024-10-08 00:00:00", "escalated": null, "first_reminder": "2024-09-30 00:00:00" }, "imported_at": "2026-04-13T22:00:29.052060", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2965", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الجراحة العامة", "main": "التمريض" }, "original_complaint_num": 2965 } } }, { "model": "complaints.complaint", "pk": "b4482755-a6b3-4f3f-b4d2-89bf455e9b27", "fields": { "created_at": "2025-04-16T15:58:00Z", "updated_at": "2026-04-13T19:01:47.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور بدر الدين ", "expected_result": "", "reference_number": "CMP-2025-04-4027", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "rom Saturday to Wednesday, I was hospitalized and received no medical care. Also, the surgeons were unable to perform the hemorrhoid surgery because they couldn’t identify the source of the bleeding. Dr. Badr Al-Deen was asked to perform an endoscopy, but he refused.\"\n\n", "description": "rom Saturday to Wednesday, I was hospitalized and received no medical care. Also, the surgeons were unable to perform the hemorrhoid surgery because they couldn’t identify the source of the bleeding. Dr. Badr Al-Deen was asked to perform an endoscopy, but he refused.\"\n\n\n\n[Arabic]:\nانزعاج المريض من الدكتور لرفضه عمل المنظار دون معرفة الاسباب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-18T15:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-16T15:58:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4027, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "b46ef90c-7d6e-4354-a530-0783cb6eeae7", "fields": { "created_at": "2025-01-12T10:26:00Z", "updated_at": "2026-04-13T19:01:11.752Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3498", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Shouting and unprofessional behavior by an elderly nurse.\n\n\n\n", "description": "Shouting and unprofessional behavior by an elderly nurse.\n\n\n\n\n\n[Arabic]:\nالتعامل بطريقه غير مهنيه من قبل ممرضه كبيره في السن \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T10:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T10:26:00Z", "explanation_received_at": "2025-01-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3498, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "b4904522-870a-4b58-8e48-9f314cc186cc", "fields": { "created_at": "2023-04-16T20:46:00Z", "updated_at": "2026-04-13T18:57:29.990Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Doaa Mohamed", "expected_result": "", "reference_number": "CMP-2023-04-1175", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "On April 7, 2023, my wife went in for delivery, and Dr. Dua was requested to assist in the delivery. However, I was surprised that the doctor did not show up, and my wife was delivered by Dr. Ilham instead, under the pretext that Dr. Dua did not respond to them or the medical team. After the delivery, my wife did not receive stitches until Dr. Dua arrived a quarter of an hour after the delivery, which led to an infection in my wife's wounds. Upon follow-up, it was revealed that the wounds had no", "description": "On April 7, 2023, my wife went in for delivery, and Dr. Dua was requested to assist in the delivery. However, I was surprised that the doctor did not show up, and my wife was delivered by Dr. Ilham instead, under the pretext that Dr. Dua did not respond to them or the medical team. After the delivery, my wife did not receive stitches until Dr. Dua arrived a quarter of an hour after the delivery, which led to an infection in my wife's wounds. Upon follow-up, it was revealed that the wounds had not been stitched properly and there was inflammation. Additionally, even though Dr. Dua was absent, my wife's medical report was written under Dr. Dua's name rather than Dr. Ilham's.\n\n[Arabic]:\nبتاريخ 7 ابريل 2023م تم حضور زوجتي للولادة و تم طلب الدكتورة دعاء لكي تولد زوجتي و لكن تفاجاأت بأن الطبيبة لم تحضر وتم توليد زوجتي من قبل الطبيبة الهام وذلك بحجة ان الدكتورة دعاء لم ترد عليهم ولا على الطاقم الطبي بعدها لم يتم عمل الخياطه لزوجتي بعد الولادة الا بعد قدوم د. دعاء بعد ربع ساعه من انتهاء الولاده مما ادى الى التهاب جروح زوجتي وعند مراجعة زوجتي ظهر ان الجروح من الاساس لم يتم خياطتها ويوجد التهاب واضافه إلى عدم وجود الطبيبة دعاء الا ان تقرير زوجتي الطبي تم كتابته باسم الطبيبة دعاء وليس الطبيبة الهام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-18T21:00:00Z", "due_at": "2023-04-18T20:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-18T21:00:00Z", "second_reminder_sent_at": "2023-04-25T21:00:00Z", "escalated_at": "2023-04-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-04-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239282, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-04-19 00:00:00", "closed": null, "received": "2023-04-16 23:46:00", "resolved": null, "escalated": "2023-04-27 00:00:00", "first_reminder": "2023-04-19 00:00:00" }, "imported_at": "2026-04-13T21:57:29.976263", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1175", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1175 } } }, { "model": "complaints.complaint", "pk": "b4973738-5b23-4bf7-9154-b091288b1b11", "fields": { "created_at": "2022-12-22T17:17:00Z", "updated_at": "2026-04-13T18:56:45.376Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2022-12-0705", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was no response from the doctor, as my condition worsened after leaving the clinic, and my visit yielded no results.", "description": "There was no response from the doctor, as my condition worsened after leaving the clinic, and my visit yielded no results.\n\n[Arabic]:\n لا يوجد أي تجاوب من قبل الدكتور حيث ان حالتي اصبحت سيئه اكثر بعد الخروج من العياده ولا يوجد اي نتيجه لزيارتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-21T21:00:00Z", "due_at": "2022-12-24T17:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-21T21:00:00Z", "explanation_received_at": "2022-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1573488, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-12-22 00:00:00", "closed": null, "received": "2022-12-22 20:17:00", "resolved": "2023-01-03 00:00:00", "escalated": null, "first_reminder": "2022-12-28 00:00:00" }, "imported_at": "2026-04-13T21:56:45.370553", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0705", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 705 } } }, { "model": "complaints.complaint", "pk": "b499c895-0065-4789-97ce-dc0dd7217dc8", "fields": { "created_at": "2025-05-08T16:27:00Z", "updated_at": "2026-04-13T19:01:58.269Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اطباء الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-05-4138", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Here is the English translation of your text:\n\n---\n\nThe wife was admitted through the emergency department due to a virus and fever. After examination, a one-day admission was requested, followed by an additional day, making a total of two days. The admission and hospitalization were done through the emergency department. The patient is five months pregnant, but the case was not related to pregnancy or childbirth. However, the bills were deducted from the maternity and delivery coverage limit, e", "description": "Here is the English translation of your text:\n\n---\n\nThe wife was admitted through the emergency department due to a virus and fever. After examination, a one-day admission was requested, followed by an additional day, making a total of two days. The admission and hospitalization were done through the emergency department. The patient is five months pregnant, but the case was not related to pregnancy or childbirth. However, the bills were deducted from the maternity and delivery coverage limit, even though the patient was admitted through the emergency department. The reason for this was a report by the emergency doctor.\n\n---\n\nLet me know if you’d like it refined for formal use (e.g., in a complaint or insurance letter).\n\n\n[Arabic]:\nاشكالية ليمت الحمل والولادة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-10T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-08T16:27:00Z", "explanation_received_at": "2025-05-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4138, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "b4b1d354-93d2-427e-b4e8-7e2e9202c8e2", "fields": { "created_at": "2022-10-15T14:34:00Z", "updated_at": "2026-04-13T18:56:18.861Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.NADEEM AHMAD", "expected_result": "", "reference_number": "CMP-2022-10-0385", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor and was diagnosed. He asked me to have an X-ray done, and the required X-ray was done. Upon returning, the doctor refused to see me and told me that there were other patients. I told the doctor that I could not come tomorrow and that I just wanted the report to be read and the prescription written. This was refused, and I was asked to come back on another day after 14 days for a follow-up and to pay a new consultation fee just to read the reports.", "description": "I went to the doctor and was diagnosed. He asked me to have an X-ray done, and the required X-ray was done. Upon returning, the doctor refused to see me and told me that there were other patients. I told the doctor that I could not come tomorrow and that I just wanted the report to be read and the prescription written. This was refused, and I was asked to come back on another day after 14 days for a follow-up and to pay a new consultation fee just to read the reports.\n\n[Arabic]:\nتم دخولي للدكتور وتم تشخيصي وطلب مني عمل اشعه وتم عمل الاشعه المطلوبه وعند العوده تم رفض استقبالي من قبل الدكتور وتم اخباري بوجود حالات مرضيه واخبرت الدكتور لا يمكنني الحضور غدا اريد فقط ان تتم قراءة التقرير وكتابة الوصفه تم الرفض وتم طلب الحضور في يوم اخر بعد مضي 14 يوم للمراجعه ودفع كشفيه جديده لقراءه التقارير فقط . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-14T21:00:00Z", "due_at": "2022-10-17T14:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-15T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 671821, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-15 00:00:00", "closed": "2022-10-17 00:00:00", "received": "2022-10-15 17:34:00", "resolved": null, "escalated": null, "first_reminder": "2022-10-16 00:00:00" }, "imported_at": "2026-04-13T21:56:18.859357", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0385", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 385 } } }, { "model": "complaints.complaint", "pk": "b4dd92d1-53ef-461b-ab83-771c11975288", "fields": { "created_at": "2025-11-19T11:06:00Z", "updated_at": "2026-04-13T19:03:14.215Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5332", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The duty manager's behavior was unprofessional, and the police were called for the patient.\"", "description": "\"The duty manager's behavior was unprofessional, and the police were called for the patient.\"\n\n[Arabic]:\nاسلوب المدير المناوب غير مهني وتم استدعاء الشرطه للمريضه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-21T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-19T11:06:00Z", "explanation_received_at": "2025-11-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5332, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "b4e4f115-fa33-4718-b317-bd06911d31f1", "fields": { "created_at": "2022-09-01T12:00:00Z", "updated_at": "2026-04-13T18:56:04.858Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0052", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother underwent surgery on December 31, 2021, and her discharge was not approved until the doctor returned. The doctor was on sick leave due to contracting COVID-19. My mother was admitted for 16 days, but the insurance only approved coverage for 5 days.", "description": "My mother underwent surgery on December 31, 2021, and her discharge was not approved until the doctor returned. The doctor was on sick leave due to contracting COVID-19. My mother was admitted for 16 days, but the insurance only approved coverage for 5 days.\n\n[Arabic]:\nتم اجراء عملية لوالدتي بتاريخ 31/12/2021 ولم يتم الموافقة على خروجها من التنويم الى حين عودة الطبيب وكان الطبيب\nفي اجازة مرضية بسبب اصابته بفايروس كورونا وتم تنويم والدتي لمده 16 يوم ولم يتم الموافقه من قبل التامين الا على 5\nايام .\n
My mother did an operation at 31/12/2021 and her discharge was not approved till Dr. Nadeem come from\nhis covide-19 sick leave. She was admitted for 16 days and the insurance approved only for 5 days .
", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-31T21:00:00Z", "due_at": "2022-09-03T12:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-02T21:00:00Z", "second_reminder_sent_at": "2022-09-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-31T21:00:00Z", "explanation_received_at": "2022-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1489718, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-09-01 00:00:00", "closed": null, "received": "2022-09-01 15:00:00", "resolved": "2022-09-10 00:00:00", "escalated": null, "first_reminder": "2022-09-03 00:00:00" }, "imported_at": "2026-04-13T21:56:04.856475", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0052", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم جراحة العظام", "main": "الطبي" }, "original_complaint_num": 52 } } }, { "model": "complaints.complaint", "pk": "b4e7bfd1-a9cc-4bf0-8e4a-7b1e54042933", "fields": { "created_at": "2023-03-09T14:31:00Z", "updated_at": "2026-04-13T18:57:17.115Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13592-MOHAMED ALI ELAMEEN MOHAMED ", "expected_result": "", "reference_number": "CMP-2023-03-0995", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an X-ray done by Dr. Muhammad on March 4, 2023, but the report contained different data than mine, and I did not have an X-ray done for a hand fracture.", "description": "I had an X-ray done by Dr. Muhammad on March 4, 2023, but the report contained different data than mine, and I did not have an X-ray done for a hand fracture.\n\n[Arabic]:\nتم عمل اشعة لدى الطبيب محمد بتاريخ 4 مارس 2023م ولكن تم كتابة بالتقرير بيانات مختلفة عن بياناتي ولم اعمل اشعة لكسر باليد . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-08T21:00:00Z", "due_at": "2023-03-11T14:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-10T21:00:00Z", "second_reminder_sent_at": "2023-03-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-08T21:00:00Z", "explanation_received_at": "2023-03-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1575864, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-03-09 00:00:00", "closed": null, "received": "2023-03-09 17:31:00", "resolved": "2023-03-13 00:00:00", "escalated": null, "first_reminder": "2023-03-11 00:00:00" }, "imported_at": "2026-04-13T21:57:17.112580", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0995", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 995 } } }, { "model": "complaints.complaint", "pk": "b5123d6f-c28a-4bee-8c25-0dd2e7ce940d", "fields": { "created_at": "2025-11-17T13:01:00Z", "updated_at": "2026-04-13T19:03:14.029Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ENAS OMAR ", "expected_result": "", "reference_number": "CMP-2025-11-5316", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's communication style was poor, and she showed no interest in the details of the patient's condition. After the contrast X-ray, she was supposed to follow up with questions, but since it was the end of her shift, I asked her to focus on the results. At that time, I didn't understand the importance of fluids after the examination.\n\nShe said she would see me at 7:00 AM, but the visit didn't happen until around noon, during her rounds with the doctor. I explained that I hadn't received a", "description": "The doctor's communication style was poor, and she showed no interest in the details of the patient's condition. After the contrast X-ray, she was supposed to follow up with questions, but since it was the end of her shift, I asked her to focus on the results. At that time, I didn't understand the importance of fluids after the examination.\n\nShe said she would see me at 7:00 AM, but the visit didn't happen until around noon, during her rounds with the doctor. I explained that I hadn't received any intravenous fluids, and her dismissive response was, \"They'll get them.\"\n\nHowever, by 2:30 PM, nothing had been done, so I had to ask the nurse for fluids myself, and they were finally given to me around 3:00 PM. I immediately requested a change of doctor. She visited me in my room afterward, and I expected her to apologize, but instead, she came to justify her poor performance, insisting that she was right and that the other shift was responsible, even though the negligence had occurred during her shift.\n\nIt should be noted that from 12 midnight until 3 pm (approximately 16 hours) I was not given any fluids or even warned about the importance of drinking enough water to cleanse the dye from the body.\n\n[Arabic]:\nأسلوب الدكتورة كان سيئًا في توصيل المعلومة، ولم يظهر أي اهتمام بتفاصيل حالة المريض. بعد إجراء الأشعة السينية بالصبغة، من المفترض متابعة حالة المريض بالسؤال، لكن لأنها كانت في نهاية الدوام، طلبتُ منها الاهتمام بالنتيجة. في ذلك الوقت لم أكن أعلم بأهمية السوائل بعد الفحص.\nقالت إنها ستكون عندي الساعة 7 صباحًا، ولكن الزيارة لم تتم إلا في جولتها مع الطبيب حوالي الساعة 12 ظهرًا. حينها أوضحتُ لها أنه لم يتم إعطائي أي سوائل عبر الوريد، فكان ردّها باستهتار: “خلاص راح يجيبون”.\n\nومع ذلك، حتى الساعة 2:30 لم يتم أي شيء، فاضطررتُ بنفسي لطلب السوائل من الممرضة، وتم إعطائي إياها تقريبًا الساعة 3 عصرًا. بعدها طلبتُ تغيير الدكتورة فورًا. وبعد ذلك زارتني في الغرفة، وتوقعتُ أنها ستعتذر، لكنها جاءت لتبرّر موقفها السيّئ، وأصرت على أنها على حق وأن المسؤولية تقع على المناوبة الأخرى، مع أن التقصير كان موجودًا حتى خلال فترة دوامها.\n\nمع العلم أنه من الساعة 12 ليلًا حتى 3 عصرًا (حوالي 16 ساعة) لم يتم إعطائي أي سوائل أو حتى تنبيهي لأهمية شرب الماء بكمية كافية لتنظيف الصبغة من الجسم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-19T13:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-17T13:01:00Z", "explanation_received_at": "2025-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5316, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "b51e3ab4-7e26-461e-8a3d-31d85a66077e", "fields": { "created_at": "2022-11-28T15:51:00Z", "updated_at": "2026-04-13T18:56:33.958Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8825-YOUSEF ALI EL NEMRAWI ", "expected_result": "", "reference_number": "CMP-2022-11-0591", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 24, 2022, I booked an appointment with the doctor for a health problem I had. When I arrived at the clinic and informed him of the symptoms, he told me that I did not have the problem and that I should go to another doctor. He treated me inappropriately and silenced me when I spoke to him.", "description": "On November 24, 2022, I booked an appointment with the doctor for a health problem I had. When I arrived at the clinic and informed him of the symptoms, he told me that I did not have the problem and that I should go to another doctor. He treated me inappropriately and silenced me when I spoke to him.\n\n[Arabic]:\nبتاريخ 24 نوفمبر 2022م تم حجز موعد عند الدكتور لمشكلة صحيه لدي وعند الحضور للعيادة وعند ابلاغه بالاعراض تم ابلاغي من قبله بان مشكلتي ليست لدي يجب الذهاب الى طبيب اخر حيث تم التعامل معي من قبله بطريقة غير لائقه ويقوم باسكاتي حين التحدث اليه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-27T21:00:00Z", "due_at": "2022-11-30T15:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-27T21:00:00Z", "explanation_received_at": "2022-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30200682, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-28 00:00:00", "closed": null, "received": "2022-11-28 18:51:00", "resolved": "2022-12-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.947299", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0591", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 591 } } }, { "model": "complaints.complaint", "pk": "b5317415-8cc9-4b3d-946a-f6630886eeba", "fields": { "created_at": "2023-09-28T11:20:00Z", "updated_at": "2026-04-13T18:58:21.150Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1660", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Paternity leave extended from 23-25 ​​to 25-27", "description": " Paternity leave extended from 23-25 ​​to 25-27\n\n[Arabic]:\n تعديل الاجازة ( الابوه ) من تاريخ 23 - 25 الى 25 وحتى 27 ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-30T11:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-09-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1815211, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-28 14:20:00", "resolved": "2023-09-30 00:00:00", "escalated": " ", "first_reminder": "2023-09-30 00:00:00" }, "imported_at": "2026-04-13T21:58:21.147970", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1660", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1660 } } }, { "model": "complaints.complaint", "pk": "b5534bcb-214e-41a3-9cf2-fc043378d21e", "fields": { "created_at": "2025-06-01T13:42:00Z", "updated_at": "2026-04-13T19:02:09.205Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " ", "expected_result": "", "reference_number": "CMP-2025-06-4242", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " ", "description": " \n\n[Arabic]:\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-03T13:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-01T13:42:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4242, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "b5bc5b74-ca8b-404f-9067-9b29779fa3ad", "fields": { "created_at": "2024-09-01T18:53:00Z", "updated_at": "2026-04-13T19:00:26.975Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. SALEH ABDULLAH SALEH ALGHAMDI ", "expected_result": "", "reference_number": "CMP-2024-09-2861", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "97421155-8adc-4d6f-b390-b7bd95f22033", "title": "A trial was conducted on the complaint form, noting that the numbers provided were contacted for information and evaluation, but the number was out of service.", "description": "A trial was conducted on the complaint form, noting that the numbers provided were contacted for information and evaluation, but the number was out of service.\n\n[Arabic]:\nتم عمل تجربة على نموذج الشكوى علما انه تم التواصل على الارقام الموجود للافاده والتقيم والرقم خارج الخدمة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-04T21:00:00Z", "due_at": "2024-09-03T18:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-10-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30342954, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-09-05 00:00:00", "closed": "2024-10-03 00:00:00", "received": "2024-09-01 21:53:00", "resolved": " ", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:26.965975", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2861", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2861 } } }, { "model": "complaints.complaint", "pk": "b5d186ba-e122-4efc-9ea0-30355b44ef4e", "fields": { "created_at": "2024-02-18T13:19:00Z", "updated_at": "2026-04-13T18:59:18.757Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2215", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer reports that he was refused service with the review notice; awaiting your response.", "description": "The reviewer reports that he was refused service with the review notice; awaiting your response.\n\n[Arabic]:\nالمراجع يفيد بأنه تم رفض تسليمه اشعار المراجعه , بانتظار افادتكم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-17T21:00:00Z", "due_at": "2024-02-20T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-17T21:00:00Z", "explanation_received_at": "2024-02-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30133147, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-02-18 00:00:00", "closed": null, "received": "2024-02-18 16:19:00", "resolved": "2024-02-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.752090", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2215", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2215 } } }, { "model": "complaints.complaint", "pk": "b5e9e49a-9fc7-4e98-a93f-bb85c8ea6e9f", "fields": { "created_at": "2025-06-26T05:34:00Z", "updated_at": "2026-04-13T19:02:12.562Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " قسم الاشعة", "expected_result": "", "reference_number": "CMP-2025-06-4387", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I had an MRI done on Sunday, July 22nd, at 8 PM. I asked the radiology department when the radiology report would be released. They told me it would take between 24 and 48 hours. I booked an appointment for Wednesday, June 25th, three days later, just to be on the safe side. I had to see the report and the results with the doctor, but we couldn't find them. The doctor told me to go to the radiology department and ask about the report. I sat there for more than an hour without any benefit from t", "description": " I had an MRI done on Sunday, July 22nd, at 8 PM. I asked the radiology department when the radiology report would be released. They told me it would take between 24 and 48 hours. I booked an appointment for Wednesday, June 25th, three days later, just to be on the safe side. I had to see the report and the results with the doctor, but we couldn't find them. The doctor told me to go to the radiology department and ask about the report. I sat there for more than an hour without any benefit from the radiology department or a clear response. I was hurt because of the wait due to my work-related extracurricular activities.\n\n[Arabic]:\n تم عمل اشعة رنين مغناطيسي يوم الاحد الموافق ٢٢/٧ الساعه ٨ مساءً وسؤالي لقسم الاشعه متى يتم صدور\nتقرير الاشعه و افادوني انها بين مدة ٢٤ او ٤٨ ساعه وتم حجز موعد اليوم الاربعاء الموافق ٢٥/٦ اي بعد ٣ ايام\nللاحتياط لدى الدكتور لرؤية التقرير والنتيجه ولم نجدها واخبرني الدكتور بالذهاب لقسم الاشعه والسؤال عن\nالتقرير وتم جلوسي اكثر من ساعه دون اي فائده لدى قسم الاشعه ولا رد واضح وتضررت بسبب الانتظار لوجود\nأعمال خارجيه لدي مرتبطه في وظيفتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-28T05:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-26T05:34:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4387, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "b625af18-ba29-4f23-b854-4d8928b79e7b", "fields": { "created_at": "2025-04-20T13:12:00Z", "updated_at": "2026-04-13T19:01:48.020Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4047-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Financial claim", "description": "Financial claim\n\n[Arabic]:\nمطالبه ماليه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-22T13:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-20T13:12:00Z", "explanation_received_at": "2025-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4047, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "b626e2db-e89e-4e87-b583-7c41103f063f", "fields": { "created_at": "2024-01-07T06:05:00Z", "updated_at": "2026-04-13T18:59:05.556Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2038", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was transferred to intermediate care, and I wasn't informed, even though I was told from the moment she was admitted that I should be notified whenever she was transferred.\n\nFurthermore, a visitor signed a restraint form for the patient. By what right was this form signed, and by what right was she restrained without any explanation to me, as I am her legal guardian by virtue of power of attorney, since she has no children or husband and is alone!\n\nI await your response.", "description": "The patient was transferred to intermediate care, and I wasn't informed, even though I was told from the moment she was admitted that I should be notified whenever she was transferred.\n\nFurthermore, a visitor signed a restraint form for the patient. By what right was this form signed, and by what right was she restrained without any explanation to me, as I am her legal guardian by virtue of power of attorney, since she has no children or husband and is alone!\n\nI await your response.\n\n[Arabic]:\nتم نقل المريضه للعنايه المتوسطه ولم يتم ابلاغي رغم اول ماتنومت بلغتهم يتم اخباري عند نقلها اي مكان\nكما تم توقيع احد الزوار على ورقه تربيط المريض باي حق يتم توقيعها وباي حق يتم تربيطها بدون شرح لي انا المسؤوله عنها بموجب وكاله لان ليس لديها ابناء او بنات او زوج وحيده ! \n\nبانتظار ردكم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 38, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-28T21:00:00Z", "due_at": "2024-01-09T06:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2024-06-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307500, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-02-29 00:00:00", "closed": "2024-06-11 00:00:00", "received": "2024-01-07 09:05:00", "resolved": null, "escalated": null, "first_reminder": "2024-03-02 00:00:00" }, "imported_at": "2026-04-13T21:59:05.554017", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2038", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المتوسطة", "main": "الطبي" }, "original_complaint_num": 2038 } } }, { "model": "complaints.complaint", "pk": "b62b78e8-d9fd-4ee0-9e03-d8edc688ae07", "fields": { "created_at": "2024-12-21T15:04:00Z", "updated_at": "2026-04-13T19:01:01.801Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3396", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There has been no response from the department, and despite submitting multiple requests for contact, there has been no reply. The request is attached. Furthermore, I have contacted the Suggestions and Complaints Department, extension 3, multiple times, but there has been no response.", "description": "There has been no response from the department, and despite submitting multiple requests for contact, there has been no reply. The request is attached. Furthermore, I have contacted the Suggestions and Complaints Department, extension 3, multiple times, but there has been no response.\n\n[Arabic]:\n لايوجد تجاوب من القسم وتم رفع طلب تواصل لاكثر من مرا ولا يوجد تجاوب مرفق لكم طلب التواصل ومع\nالعلم تم الاتصال لاكثر من مرا على قسم الاقتراحات والشكاوى تحويله 3 ولا يوجد رد", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-23T21:00:00Z", "due_at": "2024-12-23T15:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-24T21:00:00Z", "second_reminder_sent_at": "2024-12-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-23T21:00:00Z", "explanation_received_at": "2024-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-29T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30360301, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-24 00:00:00", "closed": null, "received": "2024-12-21 18:04:00", "resolved": "2024-12-30 00:00:00", "escalated": null, "first_reminder": "2024-12-25 00:00:00" }, "imported_at": "2026-04-13T22:01:01.797544", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3396", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3396 } } }, { "model": "complaints.complaint", "pk": "b641e0c7-5315-479b-a52a-1cef3fc2de12", "fields": { "created_at": "2022-12-25T13:37:00Z", "updated_at": "2026-04-13T18:56:45.861Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0718", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 23dec 2022, i discharge from the hospital and the nurses did not removed the cannula for me . ", "description": "on 23dec 2022, i discharge from the hospital and the nurses did not removed the cannula for me . \n\n[Arabic]:\nفي 23 ديسمبر 2022، خرجت من المستشفى ولم تقم الممرضات بإزالة القنية مني.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-24T21:00:00Z", "due_at": "2022-12-27T13:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-24T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-24T21:00:00Z", "explanation_received_at": "2022-12-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1259164, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional Support", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2022-12-25 00:00:00", "closed": null, "received": "2022-12-25 16:37:00", "resolved": "2022-12-28 00:00:00", "escalated": null, "first_reminder": "2022-12-25 00:00:00" }, "imported_at": "2026-04-13T21:56:45.858395", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0718", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الجراحة العامة", "main": "التمريض" }, "original_complaint_num": 718 } } }, { "model": "complaints.complaint", "pk": "b6451888-91bf-4f5b-b15f-bc968a1bde44", "fields": { "created_at": "2025-09-16T14:00:00Z", "updated_at": "2026-04-13T19:02:49.132Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2025-09-4875", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient stated that he had a check-up with an ENT doctor who requested an x-ray. After the x-ray was completed, he returned to the clinic and waited for more than an hour. During this time, the doctor and the nurse saw all the other patients but did not re-admit him to provide a ", "description": "The patient stated that he had a check-up with an ENT doctor who requested an x-ray. After the x-ray was completed, he returned to the clinic and waited for more than an hour. During this time, the doctor and the nurse saw all the other patients but did not re-admit him to provide a \n\n[Arabic]:\nأفاد المريض بأنه خضع لفحص لدى طبيب الأنف، وطلب منه الطبيب إجراء أشعة. بعد أن أكمل المريض الأشعة، عاد إلى العيادة وانتظر لأكثر من ساعة. خلال هذا الوقت، قام الطبيب والممرضة باستقبال جميع الحالات الأخرى، لكنهم لم يُدخلوا المريض مجددًا لإعطائه التشخيص.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-18T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-16T14:00:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4875, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "b650505a-7121-4bb1-90a1-2c33aaf00b26", "fields": { "created_at": "2024-05-16T15:08:00Z", "updated_at": "2026-04-13T18:59:47.395Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2477", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was sitting waiting for my turn and went to the bathroom for less than two minutes. My number still hadn't appeared. Upon my return, I saw my number and went to the laboratory. The staff at counter 6 told me that I was 15 minutes late for my turn. I was actually on my phone while waiting and monitoring the screen, so I was eager to complete my process quickly.\n\nI asked him if I could have a female technician, and he said, \"Okay, you can wait, but you need to wait for the female patients to fin", "description": "I was sitting waiting for my turn and went to the bathroom for less than two minutes. My number still hadn't appeared. Upon my return, I saw my number and went to the laboratory. The staff at counter 6 told me that I was 15 minutes late for my turn. I was actually on my phone while waiting and monitoring the screen, so I was eager to complete my process quickly.\n\nI asked him if I could have a female technician, and he said, \"Okay, you can wait, but you need to wait for the female patients to finish before it's your turn.\" I noticed a female staff member finishing with a patient, so I asked her if she could take my samples since the male counter staff told me to wait. She kindly agreed without any issue and went to get the paper while preparing the sample.\n\nHowever, the staff member who asked me to wait came in and reprimanded her for letting me go ahead, speaking in an irritating manner that was unprofessional and unbecoming of the hospital. This was the first time I experienced such a situation in the hospital, and it really upset me. Even if I was late for the test, it is not his right to speak to me condescendingly and prevent his colleague from assisting me.\n\n[Arabic]:\nكنت جالسه انتظر دوري رحت باقل دقيقتين للحمام رقمي ماطلع للان ولمارجعت شفت رقمي رحت للمحتبر قالي\nالموظف كونتر ٦التحاليل انتي متأخرة عن دورك ربع ساعه وانا اساسا كنت اكلم جوال بالانتظار واتابع الشاشه\nيعني انا حريصه اني اخلص بسرعه قلت له ابغا بنت قالي اوك تبغين فيميل انتظري بس البنات يفضون يجي\nدورك رديت شفت موظفة خلصت البيشن قلت لها لوسمحتي ممكن تحللين لي لان كونتر ٦رجال وقالي انتظري بس\nتفضا بنت ابلغك. قالت عادي تفضلي ولم يوجد لديها مانع وجت تطلب الورقة وهي جالسه تجهز العينه دخل عليها الموظف الي طلب مني الانتظار يتكلم وقام بتوبيخها بسبب انها ادخلتني وهذا نظام باسلوب استفزازي مايليق بالمستشفى وهذي اول مره يصير وياي موقف كذا بالمستشفى واستفزني جداً حتى لو تاخرت على التحليل ليس من حقه ان يتحدث معي بفوقيه ويمنع زميلتها من خدمتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-20T21:00:00Z", "due_at": "2024-05-18T15:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-20T21:00:00Z", "explanation_received_at": "2024-05-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1550066, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-21 00:00:00", "closed": null, "received": "2024-05-16 18:08:00", "resolved": "2024-06-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:47.389396", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2477", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2477 } } }, { "model": "complaints.complaint", "pk": "b6637387-4de6-440c-83f7-401ea55806f1", "fields": { "created_at": "2023-05-03T12:27:00Z", "updated_at": "2026-04-13T18:57:38.532Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1207", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medical leave of absence for 10 days was submitted by the doctor, but only 5 days were processed through the Seha platform.", "description": "A medical leave of absence for 10 days was submitted by the doctor, but only 5 days were processed through the Seha platform.\n\n[Arabic]:\nتم رفع اجازة مرضية من قبل الطبيب 10 ايام ولم يتم رفع الا خمس ايام فقط عن طريق منصة صحتي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-02T21:00:00Z", "due_at": "2023-05-05T12:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-02T21:00:00Z", "explanation_received_at": "2023-05-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30263986, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-05-03 00:00:00", "closed": null, "received": "2023-05-03 15:27:00", "resolved": "2023-05-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.520439", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1207", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1207 } } }, { "model": "complaints.complaint", "pk": "b6a32e8b-ff8f-44ae-a098-c0e99107e3f7", "fields": { "created_at": "2024-11-24T16:18:00Z", "updated_at": "2026-04-13T19:00:50.899Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2024-11-3219", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived 5 minutes early for my appointment, which was at 6:20. I waited, but no one was in the doctor's room. I wasn't called until after waiting 10 minutes. He asked for my medication and told me if I was taking too long, that I had a waiting list, and to go get my medication and then come back. I went out and waited. Two other patients came in after me, and he didn't even ask permission or speak to me. This is disrespectful to the patient, their condition, or their time. I booked an appointm", "description": "I arrived 5 minutes early for my appointment, which was at 6:20. I waited, but no one was in the doctor's room. I wasn't called until after waiting 10 minutes. He asked for my medication and told me if I was taking too long, that I had a waiting list, and to go get my medication and then come back. I went out and waited. Two other patients came in after me, and he didn't even ask permission or speak to me. This is disrespectful to the patient, their condition, or their time. I booked an appointment with him three weeks ago, and this is how I receive unprofessional treatment. I paid 500 riyals in cash, and I desperately need treatment. My appointment was supposed to be yesterday, but it was changed because of the doctor's situation. Now I've wasted my waiting time and was hoping for treatment for severe panic attacks. I demand compensation for what happened and an explanation.\n\n[Arabic]:\nوصلت قبل موعدي ٥ دقايق كان الموعد ٦:٢٠وانتظرت ولا يوجد احد بغرفه الدكتور ولم يتم النداء علي الا بعد\nانتظار ١٠ دقايق ودخلت وطلب مني الادويه الي استخدمها وقال اذا بتاخذي وقت وراك انتظار واطلعي طلعي\nالادويه وبعدين ارجعي وطلعت وانتظرت دخل بعدي مرضى اثنين ولا استاذن او كلمني , عدم احترام المريض\nوحالته ولا وقته حاجزه موعد عنده من ٣ اسابيع وبالاخير اهذا التعامل الغير مهني مع المريض .. دافعه ٥٠٠ ريال\nكاش وانا بحاجه للعلاج جدا وكان موعدي المفروض امس وتم تغيره بسبب وضع الدكتور وانا الان ضيعت وقت انتظار وتأملت بعلاج عندي نوبات هلع قويه , اطلب تعويض عن الذي حصل والافادة .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-26T16:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": "2024-11-25T21:00:00Z", "escalated_at": "2024-11-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2025-02-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182887, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-24 19:18:00", "resolved": null, "escalated": "2024-11-27 00:00:00", "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.893442", "satisfaction": "Escalated", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3219", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 3219 } } }, { "model": "complaints.complaint", "pk": "b6aead5a-2b9a-446f-8b25-22d5af190396", "fields": { "created_at": "2024-09-19T08:41:00Z", "updated_at": "2026-04-13T19:00:28.510Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2024-09-2934", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "While me and Dr. Ali Al-Habib were in ICU , we found the nurse inside putting my mother’s things (diapers,blanket etc ..) on the contaminated waste bascket and using it as a table", "description": "While me and Dr. Ali Al-Habib were in ICU , we found the nurse inside putting my mother’s things (diapers,blanket etc ..) on the contaminated waste bascket and using it as a table\n\n[Arabic]:\nأثناء وجودي في وحدة العناية المركزة، وجدنا الممرضة تضع أغراض والدتي (حفاضات، بطانية، إلخ) على سلة النفايات الملوثة وتستخدمها كطاولة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-20T21:00:00Z", "due_at": "2024-09-21T08:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-21T21:00:00Z", "second_reminder_sent_at": "2024-09-23T21:00:00Z", "escalated_at": "2024-09-24T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-09-20T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": "2024-10-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299421, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.1.Poor environment" }, "timeline": { "sent": "2024-09-21 00:00:00", "closed": "2024-10-05 00:00:00", "received": "2024-09-19 11:41:00", "resolved": null, "escalated": "2024-09-25 00:00:00", "first_reminder": "2024-09-22 00:00:00" }, "imported_at": "2026-04-13T22:00:28.500709", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2934", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 2934 } } }, { "model": "complaints.complaint", "pk": "b6b007a8-2860-4e25-aa6f-db17ee3b99ab", "fields": { "created_at": "2025-08-13T12:14:00Z", "updated_at": "2026-04-13T19:02:35.261Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "صيدلية الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-08-4610", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient informs that he was asked to pay for the medication despite having medical insurance.", "description": "The patient informs that he was asked to pay for the medication despite having medical insurance.\n\n[Arabic]:\nيفيد المراجع بأنه تم مطالبته بملبغ الدواء وهو لديه تامين طبي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 53, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-15T12:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-13T12:14:00Z", "explanation_received_at": "2025-08-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4610, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "b6ba9b29-66b7-40c9-a8e2-15918265ab99", "fields": { "created_at": "2025-09-11T14:56:00Z", "updated_at": "2026-04-13T19:02:47.981Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2025-09-4831", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "This complaint was filed regarding several observations we encountered during the procedure scheduled for Sunday, September 7, at 7:10 PM. The attending physician reported that all necessary procedures had been completed successfully, and we were instructed to proceed to the hospitalization department on Tuesday morning before 8:00 AM.\n\nUpon leaving the clinic, the nurse informed us that we must sign the procedure paperwork before leaving the hospital. Upon returning to complete the procedure, t", "description": "This complaint was filed regarding several observations we encountered during the procedure scheduled for Sunday, September 7, at 7:10 PM. The attending physician reported that all necessary procedures had been completed successfully, and we were instructed to proceed to the hospitalization department on Tuesday morning before 8:00 AM.\n\nUpon leaving the clinic, the nurse informed us that we must sign the procedure paperwork before leaving the hospital. Upon returning to complete the procedure, there were additional patients, causing an additional delay. With the approach of the Isha and Maghrib prayers, we could not wait any longer. As a result, the hospitalization procedure was completed on Monday morning, September 8, at 7:00 AM.\n\nAfter admission, it was discovered that the procedure had been delayed, contrary to what the physician had stated at the clinic. She had stated that the procedure would be scheduled for 10 to 11 AM, when in fact it had been scheduled for 2:00 PM. The doctor was not interviewed before or immediately after the procedure. The only interviews were with Dr. Awad, the department director, and the anesthesiologist before entering the operating room.\n\nIn addition, the doctor visited us later, but the visit was rushed and unprofessional. We observed an inappropriate approach, with no regard for the patient's privacy. Neither the patient nor the attendant were given a sufficient opportunity to inquire. Furthermore, during the visit on Tuesday, the doctor asked the nurses to take a sample for hormone testing, but the nurses' response to the patient was inappropriate and questionable.\n\nWe also noticed that the retest on Friday was unusual, as the procedure usually takes no more than two days. This delay caused great anxiety for the attendant, especially since his leave was not approved until September 11, despite several attempts to communicate and clarify the situation.\n\nIt is also noteworthy that the reporting department staff reported that the doctor had placed a hold on the request in the Nafis system at 3:57 PM, which surprised us and further complicated the procedure. A letter of explanation and apology to STC Channels Company was also requested regarding the delay in approving the companion's leave request until Thursday, September 11, at 3:57 p.m.\n\n[Arabic]:\nتقدم بهذه الشكوى بخصوص عدد من الملاحظات التي واجهناها خلال إجراءات إجراء العملية المقررة بتاريخ الأحد 7 سبتمبر الساعة 7:10 مساءً، حيث أفادت الدكتورة المعالجة بأن جميع الإجراءات اللازمة قد تمت بنجاح، وتم توجيهنا بالتوجه إلى قسم التنويم صباح الثلاثاء قبل الساعة 8:00 صباحاً.\nعند مغادرتنا العيادة، تم إبلاغنا من قبل الممرضة بضرورة التوقيع على أوراق العملية قبل مغادرة المستشفى. وعند عودتنا لاستكمال الإجراءات، وُجدت مراجعات أخرى، مما تسبب في تأخير إضافي، ومع قرب دخول وقت صلاتي العشاء والمغرب، تعذر علينا الانتظار أكثر. ونتيجة لذلك، تم استكمال إجراء التنويم صباح الإثنين 8 سبتمبر الساعة 7:00 صباحاً.\nبعد التنويم، تبين أن هناك تأخيرًا في بدء العملية، خلافًا لما أفادت به الدكتورة في العيادة، حيث ذكرت أن موعدها سيكون بين الساعة 10 إلى 11 صباحاً، بينما أُجريت فعلياً عند الساعة 2:00 ظهرًا. كما أنه لم تتم مقابلة الدكتورة لا قبل العملية ولا بعدها مباشرة، وتمت المقابلة فقط مع الدكتور عوض، مدير القسم، ودكتورة التخدير قبل الدخول لغرفة العمليات.\nبالإضافة إلى ذلك، تمت زيارة من قبل الدكتورة لاحقًا، لكنها كانت سريعة وغير مهنية، حيث لاحظنا أسلوبًا غير لائق في التعامل، دون مراعاة لخصوصية المريض، ولم يُتح للمرافق أو للمريض فرصة كافية للاستفسار. كذلك، أثناء زيارة يوم الثلاثاء، طلبت الدكتورة من الممرضات سحب عينة لتحليل الهرمون، إلا أن أسلوب الممرضات في الرد على المريض كان غير لائق ومثيرًا للاستغراب.\n\nكما لاحظنا أن إعادة التحليل يوم الجمعة كانت غير معتادة، حيث أن الإجراء لا يستغرق عادة أكثر من يومين. هذا التأخير تسبب في قلق شديد لدى المرافق، خاصة بسبب عدم الموافقة على إجازته إلا بتاريخ 11 سبتمبر، رغم عدة محاولات تواصل وتوضيح للموقف.\n\nومن الملفت أيضًا أن موظفي قسم التقارير أفادوا بوجود تعليق للطلب في نظام \"نفيس\" الساعة 3:57 مساءً من قبل الدكتورة، ما أثار استغرابنا وزاد من تعقيد الإجراءات. كما طُلب خطاب توضيحي واعتذار مقدم لشركة قنوات الاتصالات السعودية بخصوص تأخر الموافقة على طلب إجازة المرافق حتى يوم الخميس 11 سبتمبر الساعة 3:57 مساءً.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-13T14:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-11T14:56:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4831, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "b6ece76c-62fd-40ea-91f6-1c9d44914a3d", "fields": { "created_at": "2025-12-03T08:03:00Z", "updated_at": "2026-04-13T19:03:23.783Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.FAYEZ ALRUHAILI", "expected_result": "", "reference_number": "CMP-2025-12-5405", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter took her to the doctor, who informed her that she had a previous tonsillectomy and a sebaceous cyst in her throat. However, the doctor stated that the condition was a congenital defect, which I refuted, explaining that the previous surgery was clear evidence that this was not the case.\n\nNevertheless, I was surprised when the doctor wrote a medical report and submitted it to the insurance company stating that the condition was a congenital defect and did not affect her life. This led ", "description": "My daughter took her to the doctor, who informed her that she had a previous tonsillectomy and a sebaceous cyst in her throat. However, the doctor stated that the condition was a congenital defect, which I refuted, explaining that the previous surgery was clear evidence that this was not the case.\n\nNevertheless, I was surprised when the doctor wrote a medical report and submitted it to the insurance company stating that the condition was a congenital defect and did not affect her life. This led to the insurance company rejecting the case due to the misdiagnosis.\n\nAfterward, I went to several hospitals, and the doctors there stated that my daughter's condition could develop into a tumor and require removal. They said that the report submitted to the insurance company did not accurately reflect her medical condition. I have medical reports from several hospitals and am seeking treatment for my daughter after the doctor's report caused the rejection.\n\n[Arabic]:\nابنتي لدى الطبيب، وتم إبلاغه بأن لديها عملية لوز سابقة إضافة إلى وجود كيس دهني في الحلق. إلا أن الطبيب أفاد بأن الحالة عبارة عن عيب خلقي منذ الولادة، وهو ما تم نفيه أمامه وشرح أن وجود العملية السابقة دليل واضح على أن الوضع ليس كذلك.\n\nومع ذلك، تفاجأت بقيام الطبيب بكتابة تقرير طبي ورفعه للتأمين يذكر فيه أن الحالة عيب خلقي منذ الولادة ولا تؤثر على الحياة، مما أدى إلى رفض التأمين للحالة بسبب سوء التشخيص.\n\nبعد ذلك توجهت إلى عدة مستشفيات، وأفاد الأطباء هناك بأن حالة ابنتي قد تتحول إلى ورم وتحتاج إلى استئصال، وأن التقرير المرفوع للتأمين لا يعكس الحالة الطبية الحقيقي ولدي تقارير طبية من عدة مستشفيات وابحث عن علاج ابنتي بعد أن تسبب تقرير الدكتور بالرفض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 196, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-05T08:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-03T08:03:00Z", "explanation_received_at": "2025-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5405, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "b6edf99d-9acc-43a4-a7c4-ccea5b8f2574", "fields": { "created_at": "2025-01-13T09:48:00Z", "updated_at": "2026-04-13T19:01:12.020Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3511", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pediatrician's failure to respond and the request to discharge the child without his presence, and we were not informed about the rejected tests", "description": "The pediatrician's failure to respond and the request to discharge the child without his presence, and we were not informed about the rejected tests\n\n[Arabic]:\nعدم تجاوب دكتور الأطفال وطلب خروج الطفل دون حضوره و لم يتم إبلاغنا عن التحاليل المرفوضة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 42, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-15T09:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-13T09:48:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3511, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "b71c00ca-b7f5-4e10-b571-640430912619", "fields": { "created_at": "2022-09-01T09:09:00Z", "updated_at": "2026-04-13T18:56:04.810Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0048", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 1-9-2022, I submitted a sample to the laboratory and was told to submit it to the sample submission department. I submitted it and informed them that this sample was taken from home and not at the hospital so that it would be submitted to the laboratory quickly. After half an hour of submitting the sample, I was surprised that the sample had not been submitted to the laboratory. I informed the supervisor about it, and the necessary action was taken and it was submitted to the laboratory quick", "description": "On 1-9-2022, I submitted a sample to the laboratory and was told to submit it to the sample submission department. I submitted it and informed them that this sample was taken from home and not at the hospital so that it would be submitted to the laboratory quickly. After half an hour of submitting the sample, I was surprised that the sample had not been submitted to the laboratory. I informed the supervisor about it, and the necessary action was taken and it was submitted to the laboratory quickly. After about 3 hours, my husband had tests, and she refused to do the tests for my husband because of her bad treatment. She started speaking in very loud tones, saying, \"Teach this one who is outside manners,\" and accused me of attacking her, which led to my extreme dissatisfaction with the bad treatment.\n\n[Arabic]:\nبتاريخ 1-9-2022 قمت بتقديم عينة للمختبر وتم اخباري بتقديمها لجهة تقديم العينات وقمت بتقديمها واخبارها انه تم اخذ هذه العينه من المنزل وليس في المستشفى ليتم اسراع تقديمها للمختبر وبعد نصف ساعة من تقديمي للعينة تفاجأت بان العينة لم يتم تقديمها للمختبر وقمت باخبار المشرف عنها وتم عمل اللازم وتقديمها للمختبر بسرعة، وبعد حوالي ٣ساعات كان لدى زوجي تحاليل ورفضت بان تعمل التحاليل لزوجي لسوء تعاملها وبدأت بالتحدث بنبرات صوت عاليه جدا قائلة \" علم هاذي اللي برا الادب\" واتهمتني بالتهجم عليها مما ادى الى استيائي الشديد من سوء التعامل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-03T21:00:00Z", "due_at": "2022-09-03T09:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-04T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-03T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1506045, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-09-04 00:00:00", "closed": null, "received": "2022-09-01 12:09:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": "2022-09-05 00:00:00" }, "imported_at": "2026-04-13T21:56:04.803414", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0048", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 48 } } }, { "model": "complaints.complaint", "pk": "b748f0ee-69a5-4bf8-a3b4-7431411957cf", "fields": { "created_at": "2023-08-16T09:07:00Z", "updated_at": "2026-04-13T18:58:09.862Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1530", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload vaccination certificate via the Sehaty platform", "description": "Failure to upload vaccination certificate via the Sehaty platform\n\n[Arabic]:\nعدم رفع شهادة التطعيمات عبر منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-15T21:00:00Z", "due_at": "2023-08-18T09:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-15T21:00:00Z", "explanation_received_at": "2023-08-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30282384, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-08-16 00:00:00", "closed": null, "received": "2023-08-16 12:07:00", "resolved": "2023-08-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.857914", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1530", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1530 } } }, { "model": "complaints.complaint", "pk": "b74c03e7-40c1-4b53-ac06-5e01b8a2e353", "fields": { "created_at": "2025-07-17T12:16:00Z", "updated_at": "2026-04-13T19:02:23.960Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4472", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was admitted to Al Hammadi Hospital (Al Nahda branch) on 02/07/2025 to undergo a cesarean section for delivery. The procedure was covered by the health insurance of the Cooperative Insurance Company, and I was informed that the insurance had approved an amount of 15,000 SAR, which includes coverage for 3 days of hospitalization. I was also told that if we needed to stay beyond those 3 days, we would have to pay the difference.\n\nI clearly informed them that we did not wish to stay beyond ", "description": "My wife was admitted to Al Hammadi Hospital (Al Nahda branch) on 02/07/2025 to undergo a cesarean section for delivery. The procedure was covered by the health insurance of the Cooperative Insurance Company, and I was informed that the insurance had approved an amount of 15,000 SAR, which includes coverage for 3 days of hospitalization. I was also told that if we needed to stay beyond those 3 days, we would have to pay the difference.\n\nI clearly informed them that we did not wish to stay beyond the approved period, and that we did not require any additional days.\n\nOn the third day, the doctor came and informed us that the insurance had approved an additional day of stay. She advised us to stay, and we did. At no point did we sign any document agreeing to pay additional fees or charges.\n\nOn the fourth day, we were discharged from the hospital. However, two days later, I received a message stating that I had to pay additional fees amounting to 2,691 SAR. I was contacted by phone, and I explained what had happened. I refused to pay the amount, as we only stayed upon the doctor's recommendation, based on our medical condition. No one from the hospital contacted us during our stay or at the time of discharge to inform us of any additional charges or ask for payment.\n\n[Arabic]:\nالسلام عليكم ورحمة الله وبركاته، زوجتى دخلت مستشفى الحمادي النزهه يوم 02/07/2025م لاجراء عملية قيصرية ولادة وهذه العملية على التامين الطبي بشركة التعاونية وابلغوني ان التامين موافق على مبلغ 15000 الف ريال وانه غطى تكلفت 3 ايام تنويم وبلغوني انه في حال احتجتم ان تجلسون اكثر من ذلك تدفوع فرق ابلغتهم انا لا نريد ان نجلس اكثر من الموافق عليه من قبل التامين ولا نحتاج اكثر من ذلك في اليوم الثالث اتت الدكتورة وابلغتنا ان التامين موافق على جلوسنا يوم اضافي وقالت اجلسو ولم نوقع على اي ورقه بدفع رسوم اضافية او اي شي في اليوم الرابع خرجنا من المستفى وبعدها بيومين وصلني مسج انه على دفع رسوم اضافية مبلغ 2691 ريال واتصلو بي وشرحت لهم ماحصل ورفضت دفع المبلغ لانه لم اوفق على الجلوس الا بامر من الدكتورة المشرفه على حالتنا الصحية ولم يتواصل معنا اي شخص من المستشفى اثناء تنومينا او خروجنا بدفع اي مبلغ\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-19T12:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-17T12:16:00Z", "explanation_received_at": "2025-07-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4472, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "b78fd6b0-ce5c-4a6b-8392-ce7042866f6a", "fields": { "created_at": "2022-11-22T08:15:00Z", "updated_at": "2026-04-13T18:56:32.995Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2022-11-0561", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "After the cesarean section, Dr. Duaa discharged my wife from the hospital, even though my wife complained to her about pain at the wound site. The doctor told us that there was no problem and wrote her a discharge note. After the discharge, it became clear that the wound was inflamed and oozing pus and fluids, which led to severe inflammation and an opening in the wound. When we went back to the hospital, they told us that Dr. Duaa was on leave, so we booked an appointment with Dr. Daad, who cle", "description": "After the cesarean section, Dr. Duaa discharged my wife from the hospital, even though my wife complained to her about pain at the wound site. The doctor told us that there was no problem and wrote her a discharge note. After the discharge, it became clear that the wound was inflamed and oozing pus and fluids, which led to severe inflammation and an opening in the wound. When we went back to the hospital, they told us that Dr. Duaa was on leave, so we booked an appointment with Dr. Daad, who cleaned the wound and asked us to come back the next day.\n\n[Arabic]:\nبعد عملية الولادة القيصيرية قامت الدكتورة دعاء بعمل خروج لزوجتي من التنويم علما ان زوجتي اشتكت لها من الام في مكان الجرح وتم اخبارنا من قبل الدكتوره انه لايوجد مشكلة وكتبت لها خروج .. وبعد الخروج تبين ان الجرح ملتهب ويخرج صديد وسوائل مما ادى الى التهاب شديد وفتح في الجرح، وعند مراجعتنا للمستشفى ذكرو لنا ان الدكتورة دعاء في اجازة حيث تم حجز لدى الدكتورة دعد وقامت بتنظيف الجرح وطلبت منا العودة في اليوم التالي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-21T21:00:00Z", "due_at": "2022-11-24T08:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-21T21:00:00Z", "explanation_received_at": "2022-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1222128, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-11-22 00:00:00", "closed": null, "received": "2022-11-22 11:15:00", "resolved": "2022-11-29 00:00:00", "escalated": null, "first_reminder": "2022-11-27 00:00:00" }, "imported_at": "2026-04-13T21:56:32.990716", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0561", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 561 } } }, { "model": "complaints.complaint", "pk": "b7a5edab-e3c3-4c38-a572-59fe5679160a", "fields": { "created_at": "2022-08-27T11:20:00Z", "updated_at": "2026-04-13T18:55:56.960Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. AHMED KAKAA", "expected_result": "", "reference_number": "CMP-2022-08-0019", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "af432465-be58-4c1c-83bf-ce6dbfbb4396", "title": "I visited Dr. Muhammad Rahal on 06-08-2022 and he asked me to be transferred to Dr. Ahmed Qaqa. When I went to Dr. Ahmed Qaqa, he told me that Dr. Muhammad had not contacted him and that he could receive my case. He asked me to go again to Dr. Muhammad so that he could contact him, which led to my dissatisfaction with moving between the two clinics and not being served in the best possible way.", "description": "I visited Dr. Muhammad Rahal on 06-08-2022 and he asked me to be transferred to Dr. Ahmed Qaqa. When I went to Dr. Ahmed Qaqa, he told me that Dr. Muhammad had not contacted him and that he could receive my case. He asked me to go again to Dr. Muhammad so that he could contact him, which led to my dissatisfaction with moving between the two clinics and not being served in the best possible way.\n\n[Arabic]:\nتم زيارتي للطبيب محمد رحال بتاريخ 06-08-2022م وطلب تحويلي الى الطبيب احمد قعقع وعند ذهابي الى الطبيب احمد قعقع اخبرني بان الطبيب محمد لم يتواصل معه وانi يستطيع ان يستقبل حالتي فطلب مني الذهاب مرة اخرى الى الطبيب محمد ليتواصل معه مما ادى الى استيائي بتنقلي بين العيادتين وعدم خدمتي على اكمل وجهه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-27T21:00:00Z", "due_at": "2022-08-29T11:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-27T21:00:00Z", "explanation_received_at": "2022-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30205506, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-08-28 00:00:00", "closed": null, "received": "2022-08-27 14:20:00", "resolved": "2022-08-31 00:00:00", "escalated": null, "first_reminder": "2022-08-29 00:00:00" }, "imported_at": "2026-04-13T21:55:56.956884", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0019", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الإداري" }, "original_complaint_num": 19 } } }, { "model": "complaints.complaint", "pk": "b7ec7185-ded2-4c0a-bc68-a8cb1a8536c9", "fields": { "created_at": "2024-08-24T10:49:00Z", "updated_at": "2026-04-13T19:00:17.863Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2834", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was asking how many patients were ahead of me in the ultrasound when the employee, Afnan, raised her voice unprofessionally and wouldn't allow me, a patient in pain at the time, to finish my question. I told her I thought there was a misunderstanding, and she replied that we weren't allowed to ask about our turn in the ultrasound.", "description": "I was asking how many patients were ahead of me in the ultrasound when the employee, Afnan, raised her voice unprofessionally and wouldn't allow me, a patient in pain at the time, to finish my question. I told her I thought there was a misunderstanding, and she replied that we weren't allowed to ask about our turn in the ultrasound.\n\n[Arabic]:\nكنت اسأل عن كم مريض امامي في الأشعة عندما قامت الموظفه افنان برفع صوتها باسلوب غير مهني وعدم السماح لي كمريض متألم وقتها ان اكمل كلامي , اخبرتها باعتقادي انه يوجد سوء فهم فقالت غير مسموح لكم السؤال عن دوركم في الا الترا ساوند", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-24T21:00:00Z", "due_at": "2024-08-26T10:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-25T21:00:00Z", "second_reminder_sent_at": "2024-08-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-24T21:00:00Z", "explanation_received_at": "2024-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-26T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300181, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-08-25 00:00:00", "closed": null, "received": "2024-08-24 13:49:00", "resolved": "2024-08-27 00:00:00", "escalated": null, "first_reminder": "2024-08-26 00:00:00" }, "imported_at": "2026-04-13T22:00:17.857460", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2834", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 2834 } } }, { "model": "complaints.complaint", "pk": "b80e6145-4d2c-4c54-9f6e-f6eec0a71328", "fields": { "created_at": "2025-01-09T17:08:00Z", "updated_at": "2026-04-13T19:01:11.648Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3489", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child’s 6-month vaccinations were not uploaded to the Sehaty platform.", "description": "The child’s 6-month vaccinations were not uploaded to the Sehaty platform.\n\n[Arabic]:\nعدم رفع تطعيمت الطفل لعمر 6 اشهر عبر منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-11T17:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-09T17:08:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3489, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "b82d5af2-2e9c-4703-8eba-39fa9a31341a", "fields": { "created_at": "2023-06-25T12:33:00Z", "updated_at": "2026-04-13T18:57:50.290Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1380", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After I was discharged from the recovery room and transferred to the ward, an Indian nurse attempted to insert the IV multiple times using a large needle, which caused pain and significant swelling in my right hand. When I inquired about this, there was no response or even an apology.", "description": "After I was discharged from the recovery room and transferred to the ward, an Indian nurse attempted to insert the IV multiple times using a large needle, which caused pain and significant swelling in my right hand. When I inquired about this, there was no response or even an apology.\n\n[Arabic]:\nتم خروجي من غرفة الافاقة ونقلي الى التنويم وقامت ممرضة هندية الجنسية بمحاولة تركيب المغذي اكثر من مرهه واستخدام ابره كبيرة الحجم مما ادى الى الم في يدي اليمين وانتفاخ شديد وعند سؤالهم لم يتم التجاوب او حتى الاعتذار ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-07T21:00:00Z", "due_at": "2023-06-27T12:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-14T21:00:00Z", "second_reminder_sent_at": "2023-07-16T21:00:00Z", "escalated_at": "2023-07-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-07-07T21:00:00Z", "explanation_received_at": "2023-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30191892, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-07-08 00:00:00", "closed": null, "received": "2023-06-25 15:33:00", "resolved": "2023-07-19 00:00:00", "escalated": "2023-07-17 00:00:00", "first_reminder": "2023-07-15 00:00:00" }, "imported_at": "2026-04-13T21:57:50.279961", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1380", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الجراحة العامة", "main": "التمريض" }, "original_complaint_num": 1380 } } }, { "model": "complaints.complaint", "pk": "b832387b-4c21-4b8c-8dd9-7a30765ce8b7", "fields": { "created_at": "2022-11-20T15:41:00Z", "updated_at": "2026-04-13T18:56:32.594Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2886-KHALID ABDULLAH ALZOMAN ", "expected_result": "", "reference_number": "CMP-2022-11-0552", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 16, 2022, an appointment was booked with Dr. Khaled Al-Zouman. I arrived at the appointment at eight o'clock and found that the doctor had left.", "description": "On November 16, 2022, an appointment was booked with Dr. Khaled Al-Zouman. I arrived at the appointment at eight o'clock and found that the doctor had left.\n\n[Arabic]:\n بتاريخ 16 نوفمبر 2022م تم حجز موعد لدى الطبيب خالد الزومان وتم حضوري على الموعد الساعة الثامنة ووجدت ان الطبيب غادر. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-16T21:00:00Z", "due_at": "2022-11-22T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-18T21:00:00Z", "second_reminder_sent_at": "2022-11-19T21:00:00Z", "escalated_at": "2022-11-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30098169, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-11-17 00:00:00", "closed": "2022-12-06 00:00:00", "received": "2022-11-20 18:41:00", "resolved": null, "escalated": "2022-11-23 00:00:00", "first_reminder": "2022-11-19 00:00:00" }, "imported_at": "2026-04-13T21:56:32.591459", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0552", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 552 } } }, { "model": "complaints.complaint", "pk": "b854a6f6-604f-421c-bdab-2ba4a30e58d8", "fields": { "created_at": "2023-04-09T08:01:00Z", "updated_at": "2026-04-13T18:57:28.642Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1149", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The meningococcal vaccine has not been added to the Seha system.", "description": "The meningococcal vaccine has not been added to the Seha system.\n\n[Arabic]:\nلم يتم اضافة تطعيمة الحمى الشوكية في نظام صحة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-08T21:00:00Z", "due_at": "2023-04-11T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-08T21:00:00Z", "explanation_received_at": "2023-04-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-10T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30198378, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.11.Vaccinations timing" }, "timeline": { "sent": "2023-04-09 00:00:00", "closed": null, "received": "2023-04-09 11:01:00", "resolved": "2023-04-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.633826", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1149", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1149 } } }, { "model": "complaints.complaint", "pk": "b862e6ae-8629-4cf9-addf-da1c09f552b1", "fields": { "created_at": "2024-07-11T16:44:00Z", "updated_at": "2026-04-13T19:00:06.093Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. RAMI SHAATH", "expected_result": "", "reference_number": "CMP-2024-07-2675", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was referred from the anesthesiologist to the cardiologist due to a high pulse. When I went to Dr. Hossam and waited for an hour, my vital signs were taken, and my pulse was normal. The doctor's response was, \"There's nothing wrong with you. Tell the anesthesiologist to stop messing around.\" I asked the doctor to write the recommendation in my file, but he refused, wrote it on a piece of paper, stamped it, and told me, \"Give it to the doctor.\" The reason for the complaint is the negligence and", "description": "I was referred from the anesthesiologist to the cardiologist due to a high pulse. When I went to Dr. Hossam and waited for an hour, my vital signs were taken, and my pulse was normal. The doctor's response was, \"There's nothing wrong with you. Tell the anesthesiologist to stop messing around.\" I asked the doctor to write the recommendation in my file, but he refused, wrote it on a piece of paper, stamped it, and told me, \"Give it to the doctor.\" The reason for the complaint is the negligence and lack of consideration for the patient's psychological state. The conflicting opinions, expressed publicly by Dr. Hossam Ramah, caused the patient to lose confidence.\n\n[Arabic]:\nتم تحويلي من دكتور التخدير الى دكتور القلب بسبب ارتفاع النبض و عند توجهي لدكتور حسام و الانتظار ساعه\nتم اخذ علاماتي الحيويه و كان النبض طبيعي و كان رد الدكتور (( مافيك شي و قولي لدكتور التخدير بلاش استهبال\n)) و طلبت من الدكتور ان يكتب التوصيه في ملفي و رفض و كتبها على الورقه و ختم الورقه و قال لي (( اعطيه\nالدكتور)) سبب الشكوى الاستهتار و عدم مرعاة نفسية المريض حيث كان تضارب الاراء و بطريقه علنيه من قبل\nالدكتور حسام رماح تفقد المريض ثقته .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-16T21:00:00Z", "due_at": "2024-07-13T16:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-16T21:00:00Z", "explanation_received_at": "2024-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-07-20T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 591592397, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-07-17 00:00:00", "closed": "2024-07-21 00:00:00", "received": "2024-07-11 19:44:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.091014", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2675", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 2675 } } }, { "model": "complaints.complaint", "pk": "b86b8e7d-22c2-40cf-b97f-f018be2a3706", "fields": { "created_at": "2023-09-01T08:25:00Z", "updated_at": "2026-04-13T18:58:10.578Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1566", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Twelve physical therapy sessions were prescribed for a case of scoliosis. The first five sessions showed no improvement; in fact, the condition worsened. I suspected the treatment was too intensive. However, in the seventh session, the doctor and the appointments were changed. I noticed the following: The treatment method was completely different, resulting in a clear improvement in my condition after just one session. The vibration device was used with foam pads instead of directly, which had c", "description": "Twelve physical therapy sessions were prescribed for a case of scoliosis. The first five sessions showed no improvement; in fact, the condition worsened. I suspected the treatment was too intensive. However, in the seventh session, the doctor and the appointments were changed. I noticed the following: The treatment method was completely different, resulting in a clear improvement in my condition after just one session. The vibration device was used with foam pads instead of directly, which had caused marks in the initial sessions. The vibration device was also used while lying on my stomach instead of sitting up, as in the first few sessions. No exercise equipment was used during the session, whereas it had been used in the first six sessions. Cold compresses were used instead of the hot compresses used only in the first and fifth sessions.\n\n[Arabic]:\nتم وصف 12 جلسة علاج طبيعي لحالة انحراف في العمود الفقري اول 5 جلسات , و حيث لا يوجد تحسن في الحاله بالعكس كانت تتدهور , و توقعت ان السبب ان العلاج شديد .ولكن في الجلسة السابعة تم تغيير الطبيبة و المواعيد. و لاحظت الاتي: طريقة العلاج مختلفة تماما تم تحسن واضح لحالتي من\nجلسة واحدة جهاز الذبذبات تم استخدامه مع قطع اسفنجية بدلا من استخدامه مباشر مسببا علامات في الجلسات الاولي. تم ايضا استخدام جهاز الذبذبات في وضع النوم علي البطن بدلا من الجلوس في الجلسات الاولي لم يتم استخدام اجهزة رياضية خلال الجلسة مع العلم ان الجلسات ال6 الاولي كانت تستخدم اجهزة رياضية. تم إستخدام كمادات بارده بدلا من الكمادات الساخنة التي استخدمت اول جلسة و خامس جلسة فقط.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-04T21:00:00Z", "due_at": "2023-09-03T08:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-04T21:00:00Z", "explanation_received_at": "2023-09-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1588466, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.1.Treatment plan issues" }, "timeline": { "sent": "2023-09-05 00:00:00", "closed": null, "received": "2023-09-01 11:25:00", "resolved": "2023-09-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.570962", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1566", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 1566 } } }, { "model": "complaints.complaint", "pk": "b89c4b1c-f4c1-40cb-9d3e-dead27ec3d36", "fields": { "created_at": "2022-11-24T14:50:00Z", "updated_at": "2026-04-13T18:56:33.258Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.DOAA NABAWY", "expected_result": "", "reference_number": "CMP-2022-11-0583", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child was admitted, and Dr. Ikram examined him. She ordered an MRI for the following day and gave him a fever reducer before the scan. However, when we went in for the procedure, we were told it couldn't be done because my child had a high fever. Upon returning to the inpatient ward, his temperature was checked and found to be stable. The anesthesiologist, Dr. Duaa, didn't explain why. We went back to the inpatient ward and waited even longer without any explanation, even though my child's co", "description": "My child was admitted, and Dr. Ikram examined him. She ordered an MRI for the following day and gave him a fever reducer before the scan. However, when we went in for the procedure, we were told it couldn't be done because my child had a high fever. Upon returning to the inpatient ward, his temperature was checked and found to be stable. The anesthesiologist, Dr. Duaa, didn't explain why. We went back to the inpatient ward and waited even longer without any explanation, even though my child's condition couldn't tolerate it.\n\n[Arabic]:\nتم دخول طفلي وتم حضور الطبيبه اكرام وتشخيص الطفل حيث طلبت عمل اجراء التصوير بالرنين المغناطيسي لليوم التالي وتم اعطاءه مخفض للحراره قبل عمل التصوير بالرنين وعند الدخول لعمل الاجراء تم اخبارنا بعدم عمل لذلك لارتفاع درجة الحراره لدى الطفل وعند الرجوع لقسم التنويم تم قياس درجة الحراره وكانت مستقره لم يتم توضيح الاسباب من قبل الطبيبه المعالجه لقسم التخدير دعاء وتم الرجوع لقسم التنويم والانتظار لوقت اطول بدون توضيح الاسباب علما ان حالة طفلي لا تحتمل ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-23T21:00:00Z", "due_at": "2022-11-26T14:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-23T21:00:00Z", "explanation_received_at": "2022-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30161583, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2022-11-24 00:00:00", "closed": null, "received": "2022-11-24 17:50:00", "resolved": "2022-11-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.252722", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0583", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 583 } } }, { "model": "complaints.complaint", "pk": "b8a42cce-e467-46f4-ae65-744ee81ad667", "fields": { "created_at": "2023-11-20T11:58:00Z", "updated_at": "2026-04-13T18:58:44.495Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1871", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the emergency department and I was suffering from severe back pain, but I did not receive the required service, and there was procrastination in the service by the duty manager and reception staff. After going to the room, there was a delay by the doctor, and I left due to the severity of the pain to another hospital without any benefit from my coming to Al-Hammadi Hospital.", "description": "I came to the emergency department and I was suffering from severe back pain, but I did not receive the required service, and there was procrastination in the service by the duty manager and reception staff. After going to the room, there was a delay by the doctor, and I left due to the severity of the pain to another hospital without any benefit from my coming to Al-Hammadi Hospital.\n\n[Arabic]:\nحضرت الى قسم الطوارى وكنت اعاني من الم شديد بالظهر ولم اتلقى الخدمة بالشكل المطلوب والمماطله بالخدمة من قبل المدير المناوب ومظفين الاستقبال وبعد التوجهه الى الغرفه تاخير من قبل الدكتور وتم خروجي من شدة الالم الى مستشفى اخر دون فائده من حضوري لمستشفى الحمادي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-19T21:00:00Z", "due_at": "2023-11-22T11:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-19T21:00:00Z", "explanation_received_at": "2023-11-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30136389, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2023-11-20 00:00:00", "closed": null, "received": "2023-11-20 14:58:00", "resolved": "2023-11-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.492132", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1871", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1871 } } }, { "model": "complaints.complaint", "pk": "b8d09d49-8df0-451d-ae03-3ba174743226", "fields": { "created_at": "2023-11-02T07:54:00Z", "updated_at": "2026-04-13T18:58:41.090Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1789", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the birth notification.", "description": "Delay in submitting the birth notification.\n\n[Arabic]:\nتاخير في رفع تبليغ الولادة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-01T21:00:00Z", "due_at": "2023-11-04T07:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-03T21:00:00Z", "second_reminder_sent_at": "2023-11-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-01T21:00:00Z", "explanation_received_at": "2023-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30175357, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-11-02 00:00:00", "closed": null, "received": "2023-11-02 10:54:00", "resolved": "2023-11-06 00:00:00", "escalated": null, "first_reminder": "2023-11-04 00:00:00" }, "imported_at": "2026-04-13T21:58:41.082492", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1789", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1789 } } }, { "model": "complaints.complaint", "pk": "b8f52e51-97bb-4d5b-bad1-9314f31262d2", "fields": { "created_at": "2024-09-30T10:45:00Z", "updated_at": "2026-04-13T19:00:29.325Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2978", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After months and observing the baby's movements, unfortunately, a fracture in my daughter's clavicle was discovered at birth, and neither I nor her father were informed.", "description": "After months and observing the baby's movements, unfortunately, a fracture in my daughter's clavicle was discovered at birth, and neither I nor her father were informed.\n\n[Arabic]:\n تم ولادتي مع الدكتوره دعاء في تاريخ ٢٧/٥/٢٠٢٤ والآن وبعد اشهر وملاحظة على تحركات الطفلة للاسف تم اكتشاف كسر في عظمة الترقوة لدى ابنتي من الولادة ولم يتم تبليغي او تبليغ والدها ,", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-29T21:00:00Z", "due_at": "2024-10-02T10:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-30T21:00:00Z", "second_reminder_sent_at": "2024-09-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-29T21:00:00Z", "explanation_received_at": "2024-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-02T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30330067, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2024-09-30 00:00:00", "closed": null, "received": "2024-09-30 13:45:00", "resolved": "2024-10-03 00:00:00", "escalated": null, "first_reminder": "2024-10-01 00:00:00" }, "imported_at": "2026-04-13T22:00:29.319207", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2978", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2978 } } }, { "model": "complaints.complaint", "pk": "b902d762-859a-4016-a7da-8f40857e3e8b", "fields": { "created_at": "2025-10-19T11:00:00Z", "updated_at": "2026-04-13T19:03:02.374Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5107", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am writing to file a complaint regarding the delayed response and lack of attention to my child’s\nneeds during our stay in the department My child needed supplies for a urine test, and I informed\nseveral nurses about this request However, each nurse would come, I would tell them, and then they\nwould leave without returning or providing the needed supplies Despite repeatedly pressing the call\nbutton, there was no prompt response or serious follow-up from the nursing staff, which caused a\n.delay", "description": "I am writing to file a complaint regarding the delayed response and lack of attention to my child’s\nneeds during our stay in the department My child needed supplies for a urine test, and I informed\nseveral nurses about this request However, each nurse would come, I would tell them, and then they\nwould leave without returning or providing the needed supplies Despite repeatedly pressing the call\nbutton, there was no prompt response or serious follow-up from the nursing staff, which caused a\n.delay in meeting my child’s needs\n\n[Arabic]:\nأكتب إليكم لتقديم شكوى بشأن تأخر الاستجابة وعدم الاهتمام باحتياجات طفلي خلال فترة إقامتنا في القسم. احتاج طفلي إلى مستلزمات لإجراء فحص بول، وقد أبلغت عدة ممرضات بهذا الطلب. ومع ذلك، كانت كل ممرضة تأتي، فأخبرها، ثم تغادر دون العودة أو توفير المستلزمات اللازمة. ورغم الضغط المتكرر على زر الاستدعاء، لم يكن هناك رد سريع أو متابعة جادة من طاقم التمريض، مما تسبب في تأخير تلبية احتياجات طفلي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T11:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T11:00:00Z", "explanation_received_at": "2025-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5107, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "b91fd737-c841-4649-acdc-da7a83b931a1", "fields": { "created_at": "2024-12-07T12:48:00Z", "updated_at": "2026-04-13T19:01:00.169Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3308", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Therefore, Al Hammadi Hospital has stopped accepting clients of the \"Walaa\" insurance company. Peace, mercy, and blessings of God be upon you. I am writing to complain about a problem we faced. There is a contractual issue between the \"Walaa\" insurance company and Al Hammadi Hospital, which has led to problems with the company's clients, including patients. For a specific reason, we were granted an exemption from waiting for one day due to a two-part waiting period at the women's clinic. However", "description": "Therefore, Al Hammadi Hospital has stopped accepting clients of the \"Walaa\" insurance company. Peace, mercy, and blessings of God be upon you. I am writing to complain about a problem we faced. There is a contractual issue between the \"Walaa\" insurance company and Al Hammadi Hospital, which has led to problems with the company's clients, including patients. For a specific reason, we were granted an exemption from waiting for one day due to a two-part waiting period at the women's clinic. However, for the same reason, the hospital decided to refuse to admit her because of the insurance company. This is detrimental to her health, especially since she is pregnant and needs regular checkups. After a long journey to the hospital, exhausted and suddenly fatigued, we contacted the insurance company several times and received no response. We experienced a long wait of up to 45 minutes without any resolution. Furthermore, the insurance company stopped accepting patients without prior notice, placing us in a difficult and inhumane situation. Therefore, for your information, we are writing to address this matter and our right as beneficiaries of healthcare services, especially under these circumstances.\n\n[Arabic]:\nشكوى بشأن توقف مستشفى الحمادي عن استقبال عملاء شركة التأمين \"ولاء\" السلام عليكم ورحمة الله وبركاته، أتقدم إليكم بشكوى حول المشكلة التي واجهتنا حيث بين شركة التأمين \"ولاء\" ومستشفى الحمادي مشكلة تعاقديه ، حيث أدت هذه المشكلة إلى توقيف المستشفى التعامل مع عملاء الشركة، بما في ذلك عائلتي. وفقا لكلام موظف الاستقبال لقد حاولت مؤخراً حجز موعد لزوجتي للكشف في عيادة النساء، لكن موظف الاستقبال أفادنا بأن المستشفى يرفض استقبالها بسبب المشكلة القائمة مع شركة التأمين. هذا الأمر أثر بشكل سلبي على صحة زوجتي، خاصة أنها في مرحلة الحمل وتحتاج إلى متابعة دورية. وبعد قطع مسافه طويلة للوصول للمستشفى وسط ارهاق وتعب مفاجىء لقد اتصلنا بشركة التأمين عدة مرات، وتلقينا ردوداً غير حاسمة، حيث كان هناك انتظار لفترات طويلة تصل إلى 45 دقيقة دون إيجاد حل. كما أن المستشفى أوقف التعامل مع التأمين دون سابق إنذار، مما يضعنا في موقف صعب وغير إنساني. لذا، أرجو من حضراتكم اتخاذ موقف حيال هذا الأمر لضمان حقنا كمستفيدين من الخدمات الصحية، وخاصة في ظل الظروف", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-06T21:00:00Z", "due_at": "2024-12-09T12:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-06T21:00:00Z", "explanation_received_at": "2024-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-12-09T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30350066, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Administrative Policies and\nProcedures", "classification": "Required Service not obtained" }, "timeline": { "sent": "2024-12-07 00:00:00", "closed": null, "received": "2024-12-07 15:48:00", "resolved": "2024-12-10 00:00:00", "escalated": null, "first_reminder": "2024-12-08 00:00:00" }, "imported_at": "2026-04-13T22:01:00.166490", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3308", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3308 } } }, { "model": "complaints.complaint", "pk": "b958688a-9186-4d5e-b548-39de216d9837", "fields": { "created_at": "2022-12-06T16:39:00Z", "updated_at": "2026-04-13T18:56:42.835Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0652", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Tests were requested for the child, and approval for the tests was submitted to the insurance company. The insurance company stated that the tests were included in the prenatal approval package, which led to a request for the amount of the tests in cash from the beneficiary. The amount of the tests was paid, and upon contacting the insurance, it became clear that the tests had been approved as part of the maternity package.", "description": "Tests were requested for the child, and approval for the tests was submitted to the insurance company. The insurance company stated that the tests were included in the prenatal approval package, which led to a request for the amount of the tests in cash from the beneficiary. The amount of the tests was paid, and upon contacting the insurance, it became clear that the tests had been approved as part of the maternity package.\n\n[Arabic]:\nتم طلب تحاليل للطفل وتم رفع الموافقة على التحاليل لشركة التأمين وافادت شركة التأمين ان التحاليل ضمن بكج الموافقة السابقه للولادة مما ادى لطلب مبلغ التحاليل كاش من المستفيدة وتم دفع مبلغ التحاليل وعند التواصل مع التأمين تبين انه تم الموافقة على التحاليل ضمن بكج الولادة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-05T21:00:00Z", "due_at": "2022-12-08T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-05T21:00:00Z", "explanation_received_at": "2022-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235875, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-12-06 00:00:00", "closed": null, "received": "2022-12-06 19:39:00", "resolved": "2022-12-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.828038", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0652", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 652 } } }, { "model": "complaints.complaint", "pk": "b95ac615-fdc9-4c43-a0ff-3f778810b77f", "fields": { "created_at": "2022-10-05T17:29:00Z", "updated_at": "2026-04-13T18:56:17.295Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HANA MOHAMED SONBOL ", "expected_result": "", "reference_number": "CMP-2022-10-0328", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "53e67232-8912-4a5b-b6bd-31421bd8a695", "title": "The IUD was inserted incorrectly and without using ultrasound. I went back to the doctor and she inserted it a second time incorrectly. I waited for her to come a third time and insert it. I waited for a long time and a number of patients entered before me. I asked and contacted the nurse to talk to the doctor, but there was no response from the treating doctor.", "description": "The IUD was inserted incorrectly and without using ultrasound. I went back to the doctor and she inserted it a second time incorrectly. I waited for her to come a third time and insert it. I waited for a long time and a number of patients entered before me. I asked and contacted the nurse to talk to the doctor, but there was no response from the treating doctor.\n\n[Arabic]:\n تم تركيب جهاز اللولب بطريقة خاطئة وبدون استخدام السونار وتم الرجوع للطبيبة وقامت بتركيبه للمره الثانيه بطريقة خاطئة وتم انتظارها للمره الثالثة لتاتي وتقوم بالتركيب وتم الانتظار لمدة طويلة وتم دخول عدد من المرضى قبلي وطلبت وتم التواصل مع الممرضه لتحدث مع الطبيبه ولم يت الرد من قبل الطبيبه المعالجه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-04T21:00:00Z", "due_at": "2022-10-07T17:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-05T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-04T21:00:00Z", "explanation_received_at": "2022-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30189786, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-05 00:00:00", "closed": null, "received": "2022-10-05 20:29:00", "resolved": "2022-10-23 00:00:00", "escalated": null, "first_reminder": "2022-10-06 00:00:00" }, "imported_at": "2026-04-13T21:56:17.285777", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0328", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 328 } } }, { "model": "complaints.complaint", "pk": "b9658ce1-b14b-4b80-9084-682d43759e30", "fields": { "created_at": "2025-06-05T02:10:00Z", "updated_at": "2026-04-13T19:02:09.486Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور فهد الدوسري ", "expected_result": "", "reference_number": "CMP-2025-06-4257", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Complaint about the doctor's style and not giving the patient enough time to hear the details of the case.", "description": "Complaint about the doctor's style and not giving the patient enough time to hear the details of the case.\n\n[Arabic]:\nشكوى على اسلوب الدكتور وعدم اعطاء المريض الوقت الكافي لسماع تفاصيل الحاله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-07T02:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-05T02:10:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4257, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "b97012ab-f610-454b-b2ab-cc9699aea6f2", "fields": { "created_at": "2023-08-20T11:12:00Z", "updated_at": "2026-04-13T18:58:10.030Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MUATH ALGHADEER", "expected_result": "", "reference_number": "CMP-2023-08-1536", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload the vaccination certificate via the Sehaty platform.", "description": "Failure to upload the vaccination certificate via the Sehaty platform.\n\n[Arabic]:\nعدم رفع شهادة التطعيم عبر منصة صحتي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-19T21:00:00Z", "due_at": "2023-08-22T11:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-19T21:00:00Z", "explanation_received_at": "2023-08-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30279230, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-08-20 00:00:00", "closed": null, "received": "2023-08-20 14:12:00", "resolved": "2023-08-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.027105", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1536", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 1536 } } }, { "model": "complaints.complaint", "pk": "b9817a75-5863-4206-84ee-e00bb8714fd3", "fields": { "created_at": "2025-10-09T07:00:00Z", "updated_at": "2026-04-13T19:03:00.456Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SHAHAD ALMOHAREB", "expected_result": "", "reference_number": "CMP-2025-10-5054", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On October 7, we received a call from specialist \"Shahd\" requesting that we come immediately to the hospital due to \"important developments\" regarding our mother's health condition, who was in intensive care. The specialist explained that there were developments that required discussion with the doctor. When I asked her about the details of these developments, she refused to disclose any information, even though I had visited my mother that same day, and the doctor assured me that her condition ", "description": "On October 7, we received a call from specialist \"Shahd\" requesting that we come immediately to the hospital due to \"important developments\" regarding our mother's health condition, who was in intensive care. The specialist explained that there were developments that required discussion with the doctor. When I asked her about the details of these developments, she refused to disclose any information, even though I had visited my mother that same day, and the doctor assured me that her condition was stable and there was no cause for concern.\n\nThe next day, Wednesday, October 8, we arrived at 1:00 PM as requested. Dr. A., Dr. Al-Awad, and specialist Shahd were present. The doctor sat with us, but did not provide us with any updates or mention any change in her health condition. Rather, she was stable, thank God.\n\nWe wonder: Is it reasonable to be summoned to the hospital and then left in a state of anxiety and stress for more than 24 hours without a clear justification? Especially since some of us have heart and diabetes patients, this pressure was unjustified and disrupted our work schedules and daily lives. We eventually discovered that there were no developments that warranted an urgent visit.\n\nUnfortunately, when one of my brothers asked Dr. A. about my mother's condition, he assured him that things were stable and good. However, upon his return, the specialist, Shahd, gave him information that contradicted what the doctor had said, putting us in an embarrassing and incomprehensible situation in front of my brothers.\n\n[Arabic]:\nبتاريخ 7 أكتوبر، تلقينا اتصالًا من الأخصائية \"شهد\"، حيث طلبت حضورنا فورًا إلى المستشفى بسبب وجود \"مستجدات مهمة\" تتعلق بالحالة الصحية للوالدة المنومة في العناية المركزة. أوضحت الأخصائية أن هناك تطورات تستدعي مناقشتها مع الطبيب، وعندما استفسرت منها عن تفاصيل هذه التطورات، رفضت الإفصاح عن أي معلومات، رغم أنني كنت قد زرت والدتي في نفس اليوم، وأكد لي الطبيب حينها أن حالتها مستقرة ولا يوجد ما يدعو للقلق.\n\nوفي اليوم التالي، الأربعاء 8 أكتوبر، حضرنا في الساعة 1 ظهرًا كما طُلب منا، وكان كل من الدكتور ع.، والدكتور العوض، والأخصائية شهد متواجدين. جلس معنا الطبيب، إلا أنه لم يُبلغنا بأي مستجدات، ولم يذكر وجود أي تغيير في الحالة الصحية، بل كانت مستقرة بفضل الله.\n\nنتساءل هنا: هل من المنطقي أن نُطلب للحضور ونُترك في حالة من القلق والتوتر لأكثر من 24 ساعة دون مبرر واضح؟ خصوصًا أن بيننا مرضى قلب وسكري، وهذا الضغط كان غير مبرر، وتسبب في إرباك جداول عملنا وحياتنا اليومية، لنكتشف في النهاية أنه لا توجد أي تطورات تستدعي الحضور العاجل.\n\nوللأسف، عند سؤال أحد إخوتي للطبيب ع. عن حالة الوالدة، أكد له أن الأمور مستقرة وجيدة. ولكن عند عودته، أخبرته الأخصائية شهد بمعلومات مناقضة لما قاله الطبيب، مما وضعنا في موقف محرج وغير مفهوم أمام إخوتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-11T07:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-09T07:00:00Z", "explanation_received_at": "2025-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5054, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "b9994d90-460c-404f-bce1-58843fa13750", "fields": { "created_at": "2024-01-22T14:23:00Z", "updated_at": "2026-04-13T18:59:08.374Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2105", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not appear on the system", "description": "vaccination not appear on the system\n\n[Arabic]:\nلم يظهر التطعيم في النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-21T21:00:00Z", "due_at": "2024-01-24T14:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-21T21:00:00Z", "explanation_received_at": "2024-01-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-21T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303597, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "2.1.Medication &\nVaccination", "classification": "4.3.8.Vaccinating delay" }, "timeline": { "sent": "2024-01-22 00:00:00", "closed": null, "received": "2024-01-22 17:23:00", "resolved": "2024-01-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.369857", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2105", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2105 } } }, { "model": "complaints.complaint", "pk": "b9afbaca-1d7c-4ead-a32c-cd67a99e4cff", "fields": { "created_at": "2022-09-25T06:44:00Z", "updated_at": "2026-04-13T18:56:07.774Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2022-09-0248", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "My wife was treated badly and Dr. Marwa Hosni raised her voice at her. A deep wound occurred during childbirth, and when we asked the doctor, she told us that the baby's head might have been the cause. There was no accurate and complete explanation from her about the reasons. Dr. Moataz came, even though I did not ask him, and he examined the patient before she left.", "description": "My wife was treated badly and Dr. Marwa Hosni raised her voice at her. A deep wound occurred during childbirth, and when we asked the doctor, she told us that the baby's head might have been the cause. There was no accurate and complete explanation from her about the reasons. Dr. Moataz came, even though I did not ask him, and he examined the patient before she left.\n\n[Arabic]:\nتم التعامل مع زوجتي بطريقة سئية وتم رفع الصوت عليها من قبل الدكتورة مروه حسني وتم حدوث جرح عميق اثناء الولاده وعند سوال الدكتوره تم اخبارانا يمكن ان يكون راس الطفل المتسبب لم يكن هناك توضيح من قبلها بشكل دقيق وكامل عن الاسباب وتم حضور الدكتور معتز علما اني لم اطلب منه وتم الفحص من قبله على المريضه قبل خروجها . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-24T21:00:00Z", "due_at": "2022-09-27T06:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-25T21:00:00Z", "second_reminder_sent_at": "2022-09-27T21:00:00Z", "escalated_at": "2022-10-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30207939, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-09-25 00:00:00", "closed": null, "received": "2022-09-25 09:44:00", "resolved": null, "escalated": "2022-10-02 00:00:00", "first_reminder": "2022-09-26 00:00:00" }, "imported_at": "2026-04-13T21:56:07.763858", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0248", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 248 } } }, { "model": "complaints.complaint", "pk": "b9b992d4-9fec-46e8-bcbf-1f718247709e", "fields": { "created_at": "2023-07-26T15:55:00Z", "updated_at": "2026-04-13T18:58:00.061Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1470", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the hospital on 21/7/2023 and was refused admission on the grounds that there were no available beds in the ICU, even though the patient required intensive care. They also failed to contact the insurance company to transfer me to another hospital, despite the case being an emergency with a rapid heartbeat. The problem persists.", "description": "I went to the hospital on 21/7/2023 and was refused admission on the grounds that there were no available beds in the ICU, even though the patient required intensive care. They also failed to contact the insurance company to transfer me to another hospital, despite the case being an emergency with a rapid heartbeat. The problem persists.\n\n[Arabic]:\nتم الحضور للمستشفى بتاريخ 21/7/2023 وتم رفض استقبال الحالة وبحجة ان لايوجد مكان تنويم بالعناية والحاله تحتاج عناية مركزه وعدم التواصل مع شركة التامين لتحويل لمستشفى اخر والحاله طارئة و سرعة بنبضات القلب ومازالت المشكلة قائمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-28T21:00:00Z", "due_at": "2023-07-28T15:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-28T21:00:00Z", "explanation_received_at": "2023-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2250529365, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-07-29 00:00:00", "closed": null, "received": "2023-07-26 18:55:00", "resolved": "2023-07-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.055244", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1470", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1470 } } }, { "model": "complaints.complaint", "pk": "b9bb6697-b705-48b1-b16a-1ce8e7754090", "fields": { "created_at": "2023-12-20T12:32:00Z", "updated_at": "2026-04-13T18:58:55.537Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1975", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request for admission was submitted, and the insurance company requested additional details about the case, but the hospital did not respond. After that, another request for admission was submitted, and I was admitted for 5 days, and the necessary procedures were carried out for the case. After the end of the period, the discharge procedures were completed, and I was not asked for any amount of money. After two weeks, I was contacted by the finance department, and they asked me to pay amounts ", "description": "A request for admission was submitted, and the insurance company requested additional details about the case, but the hospital did not respond. After that, another request for admission was submitted, and I was admitted for 5 days, and the necessary procedures were carried out for the case. After the end of the period, the discharge procedures were completed, and I was not asked for any amount of money. After two weeks, I was contacted by the finance department, and they asked me to pay amounts divided into two parts, approximately 27,000. This was not explained at the time of admission or during discharge. Why is this problem and the amounts discovered two weeks after the patient's discharge, knowing that I did not receive any messages from the insurance company rejecting the treatment plan, and the treatment plan was not rejected as the hospital stated, after contacting the insurance company and informing me of their approval to cover the case, with all the documents proving that.\n\n[Arabic]:\nتم رفع طلب للتنويم وطلب التأمين اضافة تفاصيل عن الحاله ولم يتم الرد من المستشفى وبعد ذلك تم رفع طلب اخر للتنويم وتم بالفعل التنويم لمدة 5 ايام وواجراء مايتطلب للحاله وبعد انتهاء المدة تم اكمال اجراءات الخروج ولم يتم مطالبتي باي مبلغ مالي وبعد اسبوعين يتم التواصل معي من قبل قسم الماليه وطلب سداد مبالغ بقسمة 27 الف تقريبا لم يتم توضيح ذلك وقت التنويم او اثثناء الخروج لماذا بعد خروج المريض باسبوعين تتم اكتشاف هذي الاشكاليه والمبالغ علما انه لم يصلني اي رسائل من قبل شركة التأمين بالرفض ولم يتم رفض الخطة العلاجيه كما ذكر المستشفى بعد الرجوع لشركة التأمين وابلاغي بالموافقه من قبلهم على تغطية الحالة بوجود جميع المستندات التي تثبت ذالك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-19T21:00:00Z", "due_at": "2023-12-22T12:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-19T21:00:00Z", "second_reminder_sent_at": "2023-12-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-19T21:00:00Z", "explanation_received_at": "2023-12-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1358295, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-12-20 00:00:00", "closed": null, "received": "2023-12-20 15:32:00", "resolved": "2023-12-26 00:00:00", "escalated": null, "first_reminder": "2023-12-20 00:00:00" }, "imported_at": "2026-04-13T21:58:55.526904", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1975", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1975 } } }, { "model": "complaints.complaint", "pk": "b9bf34b8-4c11-45fa-97f0-abe074fc2764", "fields": { "created_at": "2024-03-06T07:30:00Z", "updated_at": "2026-04-13T18:59:25.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr WALEED MOHAMED MOHAMED ELDEIB", "expected_result": "", "reference_number": "CMP-2024-03-2261", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "4a3245f9-d1a8-4ff9-869f-b6e8a8585b92", "title": "I arrived before the doctor's appointment at 10:00 AM. When the patient left the doctor's office at 10:00 AM, the nurse told me that there were patients the doctor had not seen, all of whom had previous appointments at 9:15, 9:30, and 9:45. I had to cancel my appointment because I had other commitments and appointments. This was inappropriate and unacceptable behavior on the part of the doctor, although no explanation was given to me regarding the reasons. I await your response.", "description": "I arrived before the doctor's appointment at 10:00 AM. When the patient left the doctor's office at 10:00 AM, the nurse told me that there were patients the doctor had not seen, all of whom had previous appointments at 9:15, 9:30, and 9:45. I had to cancel my appointment because I had other commitments and appointments. This was inappropriate and unacceptable behavior on the part of the doctor, although no explanation was given to me regarding the reasons. I await your response.\n\n[Arabic]:\nحضرت الموعد قبل الساعة العاشرة صباحا للدكتور وموعدي الساعة العاشرة صباحا وعند خروج المريض من الدكتور الساعة العاشرة صباحا أخبرتني الممرضة ان فية مرضى لم يستقبلهم الدكتور وجميعهم مواعيد سابقه الساعة 09:15 و09:30 و09:45 اضطريت ان الغي موعدي لان عندي ارتباطات ومواعيد اخر تصرف غير و غير لائق من قبل دكتور علما انه لم يتم التوضيح لي عن الاسباب , بانتظار ردكم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-05T21:00:00Z", "due_at": "2024-03-08T07:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-06T21:00:00Z", "second_reminder_sent_at": "2024-03-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-05T21:00:00Z", "explanation_received_at": "2024-03-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1092067, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-03-06 00:00:00", "closed": null, "received": "2024-03-06 10:30:00", "resolved": "2024-03-07 00:00:00", "escalated": null, "first_reminder": "2024-03-07 00:00:00" }, "imported_at": "2026-04-13T21:59:25.783447", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2261", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 2261 } } }, { "model": "complaints.complaint", "pk": "b9c18969-e935-461f-9758-b3f8416408bb", "fields": { "created_at": "2025-11-24T10:08:00Z", "updated_at": "2026-04-13T19:03:14.628Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5369", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refund of the consultation fee due to the insurance rejection for the X-ray.", "description": "Refund of the consultation fee due to the insurance rejection for the X-ray.\n\n[Arabic]:\nاسترداد مبلغ الكشفيه نظرا لرفض التامين للاشعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-26T10:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-24T10:08:00Z", "explanation_received_at": "2025-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5369, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "b9f1d428-6201-4006-b9fd-112744767b05", "fields": { "created_at": "2025-04-20T12:09:00Z", "updated_at": "2026-04-13T19:01:47.865Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر", "expected_result": "", "reference_number": "CMP-2025-04-4045", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the test results have not been uploaded to the system", "description": "the test results have not been uploaded to the system\n\n[Arabic]:\nلم يتم رفع التحاليل في النظام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-22T12:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-20T12:09:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4045, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "ba17362f-7ff6-4daa-a4b2-3a2ffc630703", "fields": { "created_at": "2023-11-20T15:38:00Z", "updated_at": "2026-04-13T18:58:44.570Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1872", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment been booked at 8:30 p.m. but a nurse called the patient at 5 p.m. and asked him to come if possible, patient refused however and told her that he don’t want to attend and stay waiting for long. Patient arrived to hospital as been told and chocked by them telling him doctor will came after 30 or 40 min. patient asked for taking a suitable action regarding his complain.", "description": "An appointment been booked at 8:30 p.m. but a nurse called the patient at 5 p.m. and asked him to come if possible, patient refused however and told her that he don’t want to attend and stay waiting for long. Patient arrived to hospital as been told and chocked by them telling him doctor will came after 30 or 40 min. patient asked for taking a suitable action regarding his complain.\n\n[Arabic]:\nتم حجز موعد للمريض في الساعة 8:30 مساءً، لكن اتصلت به الممرضة في الساعة 5 مساءً وطلبت منه الحضور إن أمكن، إلا أنه رفض وأخبرها أنه لا يريد الحضور والانتظار طويلاً. وصل المريض إلى المستشفى كما هو مُحدد، وصُدم عندما أُخبر أن الطبيب سيأتي بعد 30 أو 40 دقيقة. طلب ​​المريض اتخاذ الإجراء المناسب بشأن شكواه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-21T21:00:00Z", "due_at": "2023-11-22T15:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-25T21:00:00Z", "second_reminder_sent_at": "2023-12-01T21:00:00Z", "escalated_at": "2023-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-11-21T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280442, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-11-22 00:00:00", "closed": null, "received": "2023-11-20 18:38:00", "resolved": "2023-12-04 00:00:00", "escalated": "2023-12-03 00:00:00", "first_reminder": "2023-11-26 00:00:00" }, "imported_at": "2026-04-13T21:58:44.563408", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1872", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1872 } } }, { "model": "complaints.complaint", "pk": "ba7072c6-50d4-4f8c-8ce9-52758c9a8547", "fields": { "created_at": "2023-10-31T13:11:00Z", "updated_at": "2026-04-13T18:58:33.333Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1780", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The cleaning worker entered room number 2177 without knocking on the door, and this was repeated, even though the patient and the patient’s family were in a condition that did not allow entry to them.", "description": "The cleaning worker entered room number 2177 without knocking on the door, and this was repeated, even though the patient and the patient’s family were in a condition that did not allow entry to them.\n\n[Arabic]:\nتم دخول عامل النظافه للغرفه رقم 2177 دون طرق الباب وتم تكرار ذلك حيث كانت المريض وذوي المريض بحاله لا تسمح بالدخول لهم .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-11-02T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-31T21:00:00Z", "second_reminder_sent_at": "2023-10-31T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": "2023-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30128877, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Confidentiality", "classification": "Breach of patient privacy" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": null, "received": "2023-10-31 16:11:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": "2023-11-01 00:00:00" }, "imported_at": "2026-04-13T21:58:33.329602", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1780", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 1780 } } }, { "model": "complaints.complaint", "pk": "ba714bb5-ded5-4466-bf7b-ecfa7e3ed039", "fields": { "created_at": "2024-01-22T14:44:00Z", "updated_at": "2026-04-13T18:59:08.304Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr WARDA ABDELHALIM HAMED ELEISAWY", "expected_result": "", "reference_number": "CMP-2024-01-2104", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4cc123f5-1be6-4932-9112-0b252d35c6a4", "title": "A request was made for an epidural injection for my wife by the doctor on duty in the Maternity Department without referring to the patient’s file, noting that the treating doctor during previous visits, Dr. Marwa Hosny, had informed us that the epidural injection could not be given to the patient due to her health condition and the presence of a problem in the first and fifth lumbar vertebrae. It should be noted that the matter was discussed and explained to the duty doctor regarding not giving", "description": "A request was made for an epidural injection for my wife by the doctor on duty in the Maternity Department without referring to the patient’s file, noting that the treating doctor during previous visits, Dr. Marwa Hosny, had informed us that the epidural injection could not be given to the patient due to her health condition and the presence of a problem in the first and fifth lumbar vertebrae. It should be noted that the matter was discussed and explained to the duty doctor regarding not giving her the injection, but she insisted on proceeding. I requested that she refer back to the file and verify before performing any procedure. She informed me that there was no problem between the vertebrae and that the epidural would be administered. After that, I refused the procedure for my wife and called for the anesthesiologist to confirm due to the doctor’s lack of response to us. When the anesthesiologist arrived, he said, “I cannot give your wife the epidural injection due to a health issue that could lead to paralysis, God forbid, because of a problem in the vertebrae as previously mentioned.” In addition, the doctor’s inappropriate behavior toward the patient and her lack of patience with her should be noted, as this was my wife’s first delivery and it was a very bad experience due to the way the doctor treated her during labor. We are awaiting clarification and an investigation into this matter.\n\n[Arabic]:\nتم طلب ابرة الظهر لزوجتي من قبل الطبيبه ورد المناوبه بقسم التوليد بدون الرجوع لملف المريضه علما ان الطبيبه المعالجه في الزيارات السابقه مروة حسني ابلغتنا بان ابرة الظهر لا يمكن اعطائها للمريضه بسبب حالتها الصحيه ووجود مشكلة بفقرات الظهر الاولى والخامسه علما انه تم النقاشوالشرح لطبيبه ورد بعدم اعطائها الابره ولكنها كانت مصره على ذلك وقمت بطلب الرجوع للملف والتاكد قبل عمل اي اجراء ابلغتني لا يوجد مشكله بين الفقرات واعطاء ابرة الظهر وبعد ذلك قمت برفض الاجراء لزوجتي واستدعاء طبيب التخديرللتاكد لعدم تجاوب الطبيبه معنا وعندما حضر دكتور التخدير قائًلا لا أستطيع أن أعطي الزوجة إبرة الظهر لوجود مشكلة صحية ممكن تؤدي لشلل لاسمح الله لوجود مشكله بالفقرات كما تم ذكره سابقا اضافة الى تعامل الطبيبه الغير لائق مع المريضه وعدم صبرها على المريضه حيث انها اول ولاده لزوجتي وكانت تجربه جدا سئيه مما واجهت من تعامل من الطبيبه اثناء الولاده .. بانتظار الافاده والتحقيق في ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-22T21:00:00Z", "due_at": "2024-01-24T14:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-22T21:00:00Z", "explanation_received_at": "2024-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30194469, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "4.2.Patient \nDisposition ( final plan)", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-01-23 00:00:00", "closed": null, "received": "2024-01-22 17:44:00", "resolved": "2024-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.292400", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2104", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 2104 } } }, { "model": "complaints.complaint", "pk": "ba724071-6a5a-47bb-bbb3-cf7260dff29a", "fields": { "created_at": "2022-08-24T16:39:00Z", "updated_at": "2026-04-13T18:55:56.741Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MAYADAH", "expected_result": "", "reference_number": "CMP-2022-08-0009", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-30T21:00:00Z", "due_at": "2022-08-26T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-30T21:00:00Z", "explanation_received_at": "2022-08-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 500164970, "source": "مراجع", "taxonomy": { "domain": null, "category": null, "subcategory": null, "classification": null }, "timeline": { "sent": "2022-10-01 00:00:00", "closed": null, "received": "2022-08-24 19:39:00", "resolved": "2022-08-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:56.736405", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0009", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 9 } } }, { "model": "complaints.complaint", "pk": "bad7d1a1-566e-4237-8398-afcdd7ded6af", "fields": { "created_at": "2023-04-02T21:11:00Z", "updated_at": "2026-04-13T18:57:27.668Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1123", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended the eye clinic on April 2, 2023, and I paid the consultation fee upon leaving the clinic. I was then asked to go to the reception and requested to pay an amount of 54.40 SAR. When I inquired about the amount, it was revealed that it was for a test for eye pressure, and I was not informed in advance about this procedure before it was performed. Therefore, as a patient, I have the right to be informed about the procedures and the required fees before they are performed and I am obligate", "description": "I attended the eye clinic on April 2, 2023, and I paid the consultation fee upon leaving the clinic. I was then asked to go to the reception and requested to pay an amount of 54.40 SAR. When I inquired about the amount, it was revealed that it was for a test for eye pressure, and I was not informed in advance about this procedure before it was performed. Therefore, as a patient, I have the right to be informed about the procedures and the required fees before they are performed and I am obligated to pay. Consequently, I request a refund of the amount.\n\n[Arabic]:\nتم الحضورلعيادة العيون بتاريخ 2 ابريل 2023م وتم دفع الكشفيه عند مغادرة العيادة تم الطلب منا بالتوجهه الى الاستقبال وطلب مبلغ 54.40 ريال وعند السؤال عن المبلغ تبين بانه اجراء لفحص ضغط العين ولم يتم ابلاغي مسبقا بذلك قبل عمل الاجراء لذلك من حقي كمريض اطلاعي على الاجراءات والمبالغ المطلوبه مني قبل عمل الاجراء و الزامي بالدفع. وعليه اطلب اعادة المبلغ لي. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-03T21:00:00Z", "due_at": "2023-04-04T21:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30163874, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-04-04 00:00:00", "closed": "2023-05-11 00:00:00", "received": "2023-04-03 00:11:00", "resolved": null, "escalated": null, "first_reminder": "2023-04-04 00:00:00" }, "imported_at": "2026-04-13T21:57:27.662399", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1123", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 1123 } } }, { "model": "complaints.complaint", "pk": "baed5171-1a6c-4ba0-ab72-fa3a341fe5a7", "fields": { "created_at": "2025-12-08T14:01:00Z", "updated_at": "2026-04-13T19:03:24.183Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5434", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient, who is diagnosed with cancer, has experienced significant delays in the nursing team’s\nresponse to their needs, including failure to provide medications on time unless the family repeatedly\nreminds them, Additionally, the nursing staff has not been consistently implementing the treatment\nplan as required, We kindly request that the hospital administration review the performance of the\nnursing team and take the necessary actions to improve their level of commitment and the quality of", "description": "The patient, who is diagnosed with cancer, has experienced significant delays in the nursing team’s\nresponse to their needs, including failure to provide medications on time unless the family repeatedly\nreminds them, Additionally, the nursing staff has not been consistently implementing the treatment\nplan as required, We kindly request that the hospital administration review the performance of the\nnursing team and take the necessary actions to improve their level of commitment and the quality of\n.care provided to patients_x000D_\n\n[Arabic]:\nالمريض، الذي تم تشخيص إصابته بالسرطان، يعاني من تأخيرات كبيرة في استجابة فريق التمريض لاحتياجاته، بما في ذلك عدم تقديم الأدوية في الوقت المحدد إلا إذا قامت عائلته بتذكيرهم مرارًا وتكرارًا. بالإضافة إلى ذلك، لم يلتزم طاقم التمريض بتنفيذ خطة العلاج بشكل منتظم. نرجو من إدارة المستشفى مراجعة أداء فريق التمريض واتخاذ الإجراءات اللازمة لتحسين مستوى التزامهم وجودة الرعاية المقدمة للمرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-10T14:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-08T14:01:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5434, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "bafeec3c-8ce3-4d6f-bd46-cbc593e75154", "fields": { "created_at": "2024-06-09T09:33:00Z", "updated_at": "2026-04-13T18:59:57.011Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2572", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The vaccine is not available for 6 months (Rotavirus) in platform of Ministry of Health .", "description": "The vaccine is not available for 6 months (Rotavirus) in platform of Ministry of Health .\n\n[Arabic]:\nلقاح الروتا فيروس غير متوفر منذ 6 أشهر على منصة وزارة الصحة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-08T21:00:00Z", "due_at": "2024-06-11T09:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-08T21:00:00Z", "explanation_received_at": "2024-06-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30317835, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-06-09 00:00:00", "closed": null, "received": "2024-06-09 12:33:00", "resolved": "2024-06-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.004477", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2572", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2572 } } }, { "model": "complaints.complaint", "pk": "bb1a1434-e3b0-4366-b5c3-ac67fc99006b", "fields": { "created_at": "2023-12-26T20:56:00Z", "updated_at": "2026-04-13T18:58:56.373Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13830-HUDA ABDELKADIR ALI FARAH ", "expected_result": "", "reference_number": "CMP-2023-12-2003", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "While I was heading to the radiology department to have a dye-enhanced x-ray, and when I met the specialist (Dr. Huda), the reception was bad. She started by saying that the x-ray was useless and had no benefit. When I replied that the gynecologist had requested the x-ray, she responded, “You are not the first or last woman to have a cesarean section.” “As long as you have children, there is no need for you to have an x-ray.” “Is it your husband or someone else?” She repeated the x-ray more than", "description": "While I was heading to the radiology department to have a dye-enhanced x-ray, and when I met the specialist (Dr. Huda), the reception was bad. She started by saying that the x-ray was useless and had no benefit. When I replied that the gynecologist had requested the x-ray, she responded, “You are not the first or last woman to have a cesarean section.” “As long as you have children, there is no need for you to have an x-ray.” “Is it your husband or someone else?” She repeated the x-ray more than once at the same time, with the risk of the amount of dye to the patient. Her manner of speaking and dealing was very bad.\n\n[Arabic]:\n اثناء توجهي لقسم الاشعة لاجراء اشعة بالصبغه وعند مقابلة المتخصصه (د. هدى) كان الاستقبال سئ حيث بدأت الحديث بان الاشعه غير مجديه ولا فائده لها وعند الاجابه بان دكتورة النساء هي من طلبت اجراء الاشعه ردت (انتي مش اول وحده ولا اخر واحده تولد قيصري) (طالما انك عندك اولاد ملوش لازمه انك تعملى اشاعه) (جوزك نفسه ولا واحد تاني) واعادت اجراء الاشعه اكثر من مره في نفس الوقت مع خطر كمية الصبغه على المريضة وكان اسلوبها سئ جدا في الحديث والتعامل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-27T21:00:00Z", "due_at": "2023-12-28T20:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-29T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-27T21:00:00Z", "explanation_received_at": "2023-12-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-30T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": "‎1818498", "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-12-28 00:00:00", "closed": null, "received": "2023-12-26 23:56:00", "resolved": "2023-12-31 00:00:00", "escalated": null, "first_reminder": "2023-12-30 00:00:00" }, "imported_at": "2026-04-13T21:58:56.367338", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2003", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2003 } } }, { "model": "complaints.complaint", "pk": "bb2e1b96-8f83-43ce-9ecf-a6a9a999ea56", "fields": { "created_at": "2025-06-24T13:29:00Z", "updated_at": "2026-04-13T19:02:12.294Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-06-4378", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Cancellation of insurance approval (physiotherapy)", "description": "Cancellation of insurance approval (physiotherapy)\n\n[Arabic]:\n الغاء موافقة تامين ( علاج طبيعي ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-26T13:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-24T13:29:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4378, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "bb4013e1-9a87-47e0-890c-fa50681158dd", "fields": { "created_at": "2023-11-23T08:22:00Z", "updated_at": "2026-04-13T18:58:44.822Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1878", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The mother was informed that the child would be discharged at 2 PM after the jaundice test results were available. However, she wasn't informed that the results were normal until 5:30 PM, when she contacted the doctor. He explained that the results were normal and that the child needed to see a consultant in the morning between 9 AM and 12 PM. The doctor spoke Arabic and English, but the mother didn't understand the English clearly. She asked the nurse to ask the doctor and call back. The mother", "description": "The mother was informed that the child would be discharged at 2 PM after the jaundice test results were available. However, she wasn't informed that the results were normal until 5:30 PM, when she contacted the doctor. He explained that the results were normal and that the child needed to see a consultant in the morning between 9 AM and 12 PM. The doctor spoke Arabic and English, but the mother didn't understand the English clearly. She asked the nurse to ask the doctor and call back. The mother was contacted afterward, but she was unable to answer due to unforeseen circumstances. The payment was then transferred from the insurance to cash because the mother didn't answer the call, despite waiting until 2 PM.\n\n[Arabic]:\n تمت إفادة الأم بان خروج الطفل الساعة ٢ مساء بعد معرفة نتيجة ( الصفار في الطفل ) ولم تتم افادة الام بأن النتيجة سليمة حتى الساعة ٥:٣٠ مساء حيث تواصلت الأم مع الدكتور وأوضح بان النتيجة سليمة ولابد بان يعرض الطفل على الاستشاري في الصباح من الساعة ٩ الى الساعة ١٢صباحا \nوكانت تتحدث العربية والانجليزية ولم تفهم الأم الانجليزية بشكل واضح وابلغت الممرضة بسؤال الدكتور ومعاودة الاتصال بها وتم\nالتواصل مع الام بعدها لكنها لم تستطع الرد لظرف ما وتم تحويل سداد المبلغ المستحق من التامين الى الكاش لعدم رد الام على الاتصال بالرغم انتظارها حتى الساعة ٢ مساء .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-25T21:00:00Z", "due_at": "2023-11-25T08:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-25T21:00:00Z", "explanation_received_at": "2023-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301284, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-26 00:00:00", "closed": null, "received": "2023-11-23 11:22:00", "resolved": "2023-11-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.812033", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1878", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 1878 } } }, { "model": "complaints.complaint", "pk": "bb4fc6ee-196c-4c4c-89d8-55d6d9ba1e61", "fields": { "created_at": "2023-02-06T14:25:00Z", "updated_at": "2026-04-13T18:57:05.748Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0851", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submitted a request for premarital tests, but there was a delay. I went and spoke with the clinic manager, who informed me that there had been an error and that I would be compensated. He assisted me and directed me to the lab. The following day, I was contacted again and told that there was no error and that I would not be compensated.", "description": "I submitted a request for premarital tests, but there was a delay. I went and spoke with the clinic manager, who informed me that there had been an error and that I would be compensated. He assisted me and directed me to the lab. The following day, I was contacted again and told that there was no error and that I would not be compensated.\n\n[Arabic]:\nتم رفع طلب تحاليل ماقبل الزواج وكان كناك تاخير حيث تم الحضور والتحدث مع مدير العيادات وتم اخباري من قبلھ\nبوجود خطأ وسوف يتم تعويضي حيث قام بخدمتي وتوجيهي للمختبر وفي اليوم التالي تم التواصل معي بعدم وجود\nخطأ ولن يتم التعويض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-05T21:00:00Z", "due_at": "2023-02-08T14:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-03T21:00:00Z", "second_reminder_sent_at": "2023-02-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-05T21:00:00Z", "explanation_received_at": "2023-02-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249729, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.Delays", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2023-02-06 00:00:00", "closed": null, "received": "2023-02-06 17:25:00", "resolved": "2023-02-06 00:00:00", "escalated": null, "first_reminder": "2023-02-04 00:00:00" }, "imported_at": "2026-04-13T21:57:05.740848", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0851", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 851 } } }, { "model": "complaints.complaint", "pk": "bb7ebcc5-63f1-40c4-bfb2-44c17003fcfe", "fields": { "created_at": "2024-01-18T09:51:00Z", "updated_at": "2026-04-13T18:59:07.535Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2086", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An insurance application was submitted and approved by the insurance company, and additional fees were calculated for the twinning service.", "description": "An insurance application was submitted and approved by the insurance company, and additional fees were calculated for the twinning service.\n\n[Arabic]:\nتم رفع طلب لتامين وتم الموافقه من قبل التامين وتم احتساب رسوم زياده لتويم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-17T21:00:00Z", "due_at": "2024-01-20T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-17T21:00:00Z", "explanation_received_at": "2024-01-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30185001, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-18 12:51:00", "resolved": "2024-01-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:07.525067", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2086", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2086 } } }, { "model": "complaints.complaint", "pk": "bbb1c76e-dbca-4dd4-925f-e7070aee956d", "fields": { "created_at": "2025-01-06T09:47:00Z", "updated_at": "2026-04-13T19:01:11.102Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمد الغزالي ", "expected_result": "", "reference_number": "CMP-2025-01-3465", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior by the doctor\n\n\n\n", "description": "Unprofessional behavior by the doctor\n\n\n\n\n\n[Arabic]:\nاللامبلاه بحالة المريض وصرف الادويه بعدم رغبه في عمل ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-08T09:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-06T09:47:00Z", "explanation_received_at": "2025-01-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3465, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "bbbc656b-c75b-4953-92c0-7072f7a31a94", "fields": { "created_at": "2023-12-21T11:23:00Z", "updated_at": "2026-04-13T18:58:55.704Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SALEH ALABDAN", "expected_result": "", "reference_number": "CMP-2023-12-1981", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the administration and brought the power of attorney, and they informed me that there were no death reports, noting that I needed to submit the report to the bank. I am awaiting your response.", "description": "I went to the administration and brought the power of attorney, and they informed me that there were no death reports, noting that I needed to submit the report to the bank. I am awaiting your response.\n\n[Arabic]:\nتم التوجه للاداره واحضار الوكاله وتم ابلاغي من قبلهم بعدم وجود اي تقارير للوفاه علما بضرورة تسليمي التقرير للبنك وبانتظار ردكم .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-20T21:00:00Z", "due_at": "2023-12-23T11:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-23T21:00:00Z", "second_reminder_sent_at": "2023-12-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-20T21:00:00Z", "explanation_received_at": "2023-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 302002182, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.5.Death registry issues" }, "timeline": { "sent": "2023-12-21 00:00:00", "closed": null, "received": "2023-12-21 14:23:00", "resolved": "2023-12-28 00:00:00", "escalated": null, "first_reminder": "2023-12-24 00:00:00" }, "imported_at": "2026-04-13T21:58:55.695887", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1981", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1981 } } }, { "model": "complaints.complaint", "pk": "bbfe5a3d-c0f6-4196-96f6-f7e5a3bb9193", "fields": { "created_at": "2025-09-09T12:46:00Z", "updated_at": "2026-04-13T19:02:47.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "17822-NADA ALI I ALANAZI", "expected_result": "", "reference_number": "CMP-2025-09-4795", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding the treatment I received from [Nada Al-Anzi], the medical reports clerk, during my interactions with her. I noticed that she treated me in an inappropriate and unprofessional manner. Her behavior was completely inappropriate and far from what is expected in a work environment, where an employee is expected to provide respectful and professional service to patients.", "description": "I would like to file a complaint regarding the treatment I received from [Nada Al-Anzi], the medical reports clerk, during my interactions with her. I noticed that she treated me in an inappropriate and unprofessional manner. Her behavior was completely inappropriate and far from what is expected in a work environment, where an employee is expected to provide respectful and professional service to patients.\n\n[Arabic]:\nأود أن أقدم شكوى بخصوص المعاملة التي تلقيتها من الموظفة [ندى العنزي]، موظفة التقارير الطبية، خلال تواصلي معها. فقد لاحظت أنها تعاملت معي بطريقة غير لائقة وغير مهنية. كان أسلوبها غير مناسب تماماً وكان بعيداً عن المتوقع في بيئة العمل، حيث من المفترض أن تحرص الموظفة على تقديم خدمة محترمة ومهنية للمرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-11T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-09T12:46:00Z", "explanation_received_at": "2025-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4795, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "bc025406-84a4-489f-8b5f-b987a8ae04b1", "fields": { "created_at": "2024-01-08T16:10:00Z", "updated_at": "2026-04-13T18:59:06.538Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr IKRAM RABEH AYED", "expected_result": "", "reference_number": "CMP-2024-01-2058", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "9a2b4fe0-cc5a-40f7-9a6f-583d7f208ec4", "title": "On the morning of January 8th, the doctor told us to get some tests done and then go home. After the tests were done and one result came back, she told us to wait two hours for the other tests so we could leave the hospital. She said the results would come as soon as they were available. It was 7 PM and we were still waiting. We asked the nurse where the doctor was, and she told us she had left and her shift was over! When we looked for another doctor, he told us she had written our treatment pl", "description": "On the morning of January 8th, the doctor told us to get some tests done and then go home. After the tests were done and one result came back, she told us to wait two hours for the other tests so we could leave the hospital. She said the results would come as soon as they were available. It was 7 PM and we were still waiting. We asked the nurse where the doctor was, and she told us she had left and her shift was over! When we looked for another doctor, he told us she had written our treatment plan and left! Why did she leave without telling us anything while we waited (even though she had told us that morning she would come to give us the results)?\n\n[Arabic]:\n في صباح يوم 8 January اخبرتنا الدكتوره بالقيام بتحاليل وبعدها نذهب للمنزل, بعد القيام بالتحليل وظهور\nنتيجة تحليل واحده اخبرتنا ان ننتظر ساعتان للتحاليل الاخرى لكي نستطيع الخروج من المستشفى وفور صدور\nالنتايج ستأتي، اصبحت الساعه ٧ مساءً ونحن لازلنا ننتظرها، وعندها سالنا الممرضه اين الدكتوره فأخبرتها بانها\nخرجت وانتهى دوامها! وعندما بحثنا عن طبيب اخر اخبرنا بانها كتبت خطتكم العلاجية وذهبت!! لماذا تخرج\nولم تخبرنا بشيء ونحن ننتظرها (رغم انها اخبرتنا من الصباح بانها ستأتي الينا لتطلعنا على النتائج)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-08T21:00:00Z", "due_at": "2024-01-10T16:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-08T21:00:00Z", "explanation_received_at": "2024-01-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30228047, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": ".3.Skills and \nConduct", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-01-09 00:00:00", "closed": null, "received": "2024-01-08 19:10:00", "resolved": "2024-01-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.520753", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2058", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 2058 } } }, { "model": "complaints.complaint", "pk": "bc0b0fc8-8942-4660-ace6-fc509627d108", "fields": { "created_at": "2022-11-14T14:37:00Z", "updated_at": "2026-04-13T18:56:31.737Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0542", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son was brought to the emergency room on November 10, 2022. He has special needs and needs a feeding tube inserted. We were not provided with the service by the doctors. We waited for seven hours for a doctor to be brought in, but after a long wait, we were informed that no doctor could perform the procedure.", "description": "My son was brought to the emergency room on November 10, 2022. He has special needs and needs a feeding tube inserted. We were not provided with the service by the doctors. We waited for seven hours for a doctor to be brought in, but after a long wait, we were informed that no doctor could perform the procedure.\n\n[Arabic]:\nتم حضور ابني للطوارئ بتاريخ 10 نوفمبر2022م وهو من ذوي الاحتياجات الخاصه ويحتاج الى تركيب انبوب للتغذية ولم يتم تقديم الخدمة لنا من قبل الاطباء حيث تم انتظارنا لمدة سبع ساعات لاحضار طبيب ولكن تم ابلاغنا بعد طول الانتظار بان لايمكن لاي طبيب عمل الاجراء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-13T21:00:00Z", "due_at": "2022-11-16T14:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-13T21:00:00Z", "second_reminder_sent_at": "2022-11-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-13T21:00:00Z", "explanation_received_at": "2022-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1549305, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2022-11-14 00:00:00", "closed": null, "received": "2022-11-14 17:37:00", "resolved": "2022-11-16 00:00:00", "escalated": null, "first_reminder": "2022-11-14 00:00:00" }, "imported_at": "2026-04-13T21:56:31.727959", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0542", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 542 } } }, { "model": "complaints.complaint", "pk": "bc392a00-4e42-409c-b70c-dc0a21957cea", "fields": { "created_at": "2023-07-06T08:28:00Z", "updated_at": "2026-04-13T18:57:58.991Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1409", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The injection of the colored liquid was done unprofessionally, leading to blood clotting. Furthermore, the patient was not properly explained to, and all necessary procedures were not followed before the patient entered the machine. During the examination, it was discovered that some procedures were incomplete. In addition, the nursing staff were blamed for the errors in our presence, and they disclaimed any responsibility.", "description": "The injection of the colored liquid was done unprofessionally, leading to blood clotting. Furthermore, the patient was not properly explained to, and all necessary procedures were not followed before the patient entered the machine. During the examination, it was discovered that some procedures were incomplete. In addition, the nursing staff were blamed for the errors in our presence, and they disclaimed any responsibility.\n\n[Arabic]:\nإدخال السائل الملون بطريقة غير احترافية مما أدى إلى تخثر في الجسم إضافة إلى عدم المهنية بالتعامل مع\nالمريضة في عملية شرح المشكلة وعدم التأكد من كافة الإجراءات المطلوبة قبل دخول المريضة إلى الجهاز وخلال\nالفحص اكتشف ان بعض الإجراءات غير كاملة . إضافة إلى رمي الأخطاء على فريق التمريض أمامنا وتبرؤه من\nالمسؤلية. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-05T21:00:00Z", "due_at": "2023-07-08T08:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-05T21:00:00Z", "explanation_received_at": "2023-07-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 992451, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-07-06 00:00:00", "closed": null, "received": "2023-07-06 11:28:00", "resolved": "2023-07-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.987023", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1409", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 1409 } } }, { "model": "complaints.complaint", "pk": "bc4ce0df-9ce6-4cff-8510-6ee099d34dcb", "fields": { "created_at": "2023-06-10T20:05:00Z", "updated_at": "2026-04-13T18:57:49.126Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Rami Mohamed Shaath ", "expected_result": "", "reference_number": "CMP-2023-06-1336", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was delayed for more than 40 minutes, even though my appointment was the first one, and there was no one in the room with the doctor. He was talking on his phone when I knocked on the door after 30 minutes. The doctor then came out of the clinic and loudly asked, \"What does it say on the door?\" After that, he closed the door. Twenty minutes later, he let me into the clinic, but at that point, I refused to continue my treatment with the same doctor and told him that this is not a way to treat a", "description": "I was delayed for more than 40 minutes, even though my appointment was the first one, and there was no one in the room with the doctor. He was talking on his phone when I knocked on the door after 30 minutes. The doctor then came out of the clinic and loudly asked, \"What does it say on the door?\" After that, he closed the door. Twenty minutes later, he let me into the clinic, but at that point, I refused to continue my treatment with the same doctor and told him that this is not a way to treat a patient. He replied that he spoke to me like that because it affected me in front of others (in a mocking manner).\n\n[Arabic]:\nتم تأخيري لمده تزيد عن ٤٠ دقيقه مع ان موعدي هو اول موعد والدكتور لا يوجد احد عنده في الداخل وكان\nيكلم بجواله لما طرقت الباب بعد ٣٠ دقيقه طلع الدكتور من العيادة وافاد بصوت مرتفع\n ايش مكتوب عالباب بعدها اقفل الباب بعد ٢٠ دقيقه من ذلك بعدها ادخلني العيادة وقتها رفضت اني اكمل علاج مع نفس\nالدكتور وقلت له هذا مو اسلوب تعامل فيه مراجع ورجل قالي انا تكلمت معك كذا وهذا اثر بنفسك لانه\nقدام الناس ( طريقة تهكميه ). ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-09T21:00:00Z", "due_at": "2023-06-12T20:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30194736, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-06-10 00:00:00", "closed": "2023-07-08 00:00:00", "received": "2023-06-10 23:05:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.115524", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1336", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1336 } } }, { "model": "complaints.complaint", "pk": "bc70666b-3f70-4295-a017-71f5205e7e72", "fields": { "created_at": "2024-10-14T07:17:00Z", "updated_at": "2026-04-13T19:00:38.361Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3034", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During childbirth, they administered artificial labor to the patient without her prior knowledge. The epidural was stopped early, even though the patient needed it. I would like to thank Dr. Azza Bashir, who did not fall short in any way, but the complaint is directed at the doctor who was present during the delivery before her.", "description": "During childbirth, they administered artificial labor to the patient without her prior knowledge. The epidural was stopped early, even though the patient needed it. I would like to thank Dr. Azza Bashir, who did not fall short in any way, but the complaint is directed at the doctor who was present during the delivery before her.\n\n[Arabic]:\nاثناء الولادة وضعوا للمريضة طلق صناعي بدون علمها المسبق + إبرة الظهر تم ايقافها بوقت مبكر مع العلم ان المريضة كان بحاجتها لكن تم ايقافها .. مع تنويهي بشكر الطبيبة عزه بشير التي لم يوجد منها اي تقصير لكن محتوى الشكوى على الطبيبة التي كانت هناك اثناء الولادة قبلها. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-13T21:00:00Z", "due_at": "2024-10-16T07:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-14T21:00:00Z", "second_reminder_sent_at": "2024-10-15T21:00:00Z", "escalated_at": "2024-10-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-13T21:00:00Z", "explanation_received_at": "2024-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30315960, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-14 00:00:00", "closed": null, "received": "2024-10-14 10:17:00", "resolved": "2024-11-05 00:00:00", "escalated": "2024-10-17 00:00:00", "first_reminder": "2024-10-15 00:00:00" }, "imported_at": "2026-04-13T22:00:38.357644", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3034", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3034 } } }, { "model": "complaints.complaint", "pk": "bc795352-46a8-461e-a49a-329620ce5e44", "fields": { "created_at": "2023-07-15T16:05:00Z", "updated_at": "2026-04-13T18:57:59.422Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1436", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child’s escort leave was issued on the 'Sehhaty' platform under the mother’s name, noting that a paper version was previously issued in my name, the child’s father", "description": "The child’s escort leave was issued on the 'Sehhaty' platform under the mother’s name, noting that a paper version was previously issued in my name, the child’s father\n\n[Arabic]:\nتم ارفاق اجازة المرافق للطفل في منصة صحتي باسم الام علما انه تم تسليمي اجازة المرافق سابقا ورقيه باسمي انا والد الطفل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-16T21:00:00Z", "due_at": "2023-07-17T16:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-16T21:00:00Z", "explanation_received_at": "2023-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20308069, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-07-17 00:00:00", "closed": null, "received": "2023-07-15 19:05:00", "resolved": "2023-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.419695", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1436", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1436 } } }, { "model": "complaints.complaint", "pk": "bc7bdcc7-a077-4a0d-a12f-1b72a87caf7f", "fields": { "created_at": "2023-05-01T16:26:00Z", "updated_at": "2026-04-13T18:57:38.396Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Majidah Malak", "expected_result": "", "reference_number": "CMP-2023-05-1199", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "Poor attitude and very bad treatment, raised voices, and information that is difficult to find, along with complaints about requesting a medical leave.\n\nWhat I seek is an apology and good treatment between patient and doctor, as is usual and expected in all hospitals.", "description": "Poor attitude and very bad treatment, raised voices, and information that is difficult to find, along with complaints about requesting a medical leave.\n\nWhat I seek is an apology and good treatment between patient and doctor, as is usual and expected in all hospitals.\n\n[Arabic]:\nاسلوب سيئ وتعامل جدا سيئ ورفع صوت معلومة تجدها بصعوبه وايضا تذمر ع طلب الاجازه المرضيه\nماهي النتيجة التي تبحث عنها\n اعتذار وتعامل جيد بين مريض وطبيب كالمعتاد والمتوقع من كل مستشفيات", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-30T21:00:00Z", "due_at": "2023-05-03T16:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-27T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30043661, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-05-01 00:00:00", "closed": "2023-05-28 00:00:00", "received": "2023-05-01 19:26:00", "resolved": "2023-05-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.387199", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1199", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1199 } } }, { "model": "complaints.complaint", "pk": "bc7c332d-0b77-4474-9768-606018fa4c6c", "fields": { "created_at": "2025-08-05T09:21:00Z", "updated_at": "2026-04-13T19:02:34.595Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور محمد الامين ", "expected_result": "", "reference_number": "CMP-2025-08-4575", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The review indicates that she has a fracture in her finger, and she was not informed about the availability of a removable splint to be placed around it.", "description": "\"The review indicates that she has a fracture in her finger, and she was not informed about the availability of a removable splint to be placed around it.\n\n[Arabic]:\nتفيد المراجعه انه لديها كسر في الاصبع ولم يتم اخبارها بوجود جبيره متحركه لتركيبها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-07T09:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-05T09:21:00Z", "explanation_received_at": "2025-08-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4575, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "bcde6885-937a-4212-87f9-20c346705343", "fields": { "created_at": "2023-10-31T14:11:00Z", "updated_at": "2026-04-13T18:58:33.396Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1781", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No appointment has been scheduled.", "description": "No appointment has been scheduled.\n\n[Arabic]:\nلم يتم التواصل لاخذ موعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-11-02T14:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": "2023-10-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1036632741, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Access", "classification": "Poor availability and scheduling" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": null, "received": "2023-10-31 17:11:00", "resolved": "2023-10-31 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:33.392566", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1781", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 1781 } } }, { "model": "complaints.complaint", "pk": "bd21331d-ed33-4c51-add8-afed87d22740", "fields": { "created_at": "2023-07-08T20:05:00Z", "updated_at": "2026-04-13T18:57:59.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1416", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A blood sample was drawn from a 5-day-old infant by a nurse who appeared very inexperienced and unqualified. She attempted to insert the needle three times consecutively from different locations! She persisted despite her hesitation and lack of experience, and even after her supervisor entered and tried to remove the parents from the room to continue the experimentation, despite her attempts proving unsuccessful all three times! Another nurse, equally inexperienced, then intervened, also attempt", "description": "A blood sample was drawn from a 5-day-old infant by a nurse who appeared very inexperienced and unqualified. She attempted to insert the needle three times consecutively from different locations! She persisted despite her hesitation and lack of experience, and even after her supervisor entered and tried to remove the parents from the room to continue the experimentation, despite her attempts proving unsuccessful all three times! Another nurse, equally inexperienced, then intervened, also attempting the procedure with very long fingernails, unsuitable for working with newborns according to medical protocols, and without even wearing gloves! We were then transferred to the neonatal unit where more experienced nurses took the sample. It would be more appropriate to transfer infants directly to experienced and specialized nurses who can take the sample professionally without causing the infant excessive crying or the parents stress and anxiety.\n\n[Arabic]:\nسحب عينة دم من رضيع عمره 5 ايام فقط من ممرضة يبدو جداً انها مبتدئة وغير متمكنه حاولت ادخال الابر 3\nمرات متتالية من عدة اماكن ! و استمرارها رغم ترددها وعدم خبرتها و دخول المسؤول عنها و محاولة اخراج الاب\nوالام من الغرفة لمتابعة التجارب رغم ثبوت فشلها في المرات الثلاث ! وتدّخل ممرضه اخرى على نفس القدر من\nقلة الخبرة والمحاولة ايضا بأظافر يد طويلة جداً لا تتناسب للعمل حسب البروتوكولات الطبية مع رضع حديثي\nالولادة وبدون قفازات حتى !! وبعدها تم تحويلنا لقسم الحضانه لممرضات متمكنات وتم سحب العينة الاجدر\nتحويل الرضع بشكل مباشر لمتمرسات ومختصات في الرضع وسحب العينة بشكل احترافي دون تعريض الرضيع\nللبكاء الشديد واهله للتوتر والقلق", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-12T21:00:00Z", "due_at": "2023-07-10T20:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-12T21:00:00Z", "explanation_received_at": "2023-07-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1137092, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.3.Skills and \nConduct", "classification": "2.3.5.Improper practice of infection control recommendation" }, "timeline": { "sent": "2023-07-13 00:00:00", "closed": null, "received": "2023-07-08 23:05:00", "resolved": "2023-07-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.082999", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1416", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1416 } } }, { "model": "complaints.complaint", "pk": "bd346bb0-de05-4404-a2b8-27a98f8ad673", "fields": { "created_at": "2025-04-30T06:29:00Z", "updated_at": "2026-04-13T19:01:48.942Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب ", "expected_result": "", "reference_number": "CMP-2025-04-4100", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit the service purchase request to the Ministry of Health.", "description": "Failure to submit the service purchase request to the Ministry of Health.\n\n[Arabic]:\nعدم رفع طلب شراء الخدمة من وزارة الصحه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-02T06:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-30T06:29:00Z", "explanation_received_at": "2025-04-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4100, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "bd566af2-a660-4fad-bbd2-31a7647b201d", "fields": { "created_at": "2025-08-14T12:35:00Z", "updated_at": "2026-04-13T19:02:35.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-08-4614", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was brought in by ambulance (Red Crescent) as an emergency case. Upon arrival and treatment, he was assessed financial dues. However, these amounts were not submitted to the Ministry of Health for insurance coverage.", "description": "The patient was brought in by ambulance (Red Crescent) as an emergency case. Upon arrival and treatment, he was assessed financial dues. However, these amounts were not submitted to the Ministry of Health for insurance coverage.\n\n[Arabic]:\nتم حضور المريض عن طريق الإسعاف (الهلال الأحمر) كحالة طارئة. بعد وصوله وتلقي العلاج، تم احتساب مبالغ مالية مترتبة عليه. ومع ذلك، لم يتم رفع هذه المبالغ إلى وزارة الصحة لتغطيتها من قبل التأمين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-16T12:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-14T12:35:00Z", "explanation_received_at": "2025-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4614, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "bd738fd6-cd95-4bf3-a0fc-11e48c15b9f8", "fields": { "created_at": "2025-09-01T07:19:00Z", "updated_at": "2026-04-13T19:02:46.117Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4713", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The son of the deceased reported that he has not received the full set of medical reports concerning his late father.\"", "description": "\"The son of the deceased reported that he has not received the full set of medical reports concerning his late father.\"\n\n[Arabic]:\nيفيد ابن المتوفي بأنه لم يتم تسليمه كافة تقارير والدهم المتوفي كامله ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-03T07:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-01T07:19:00Z", "explanation_received_at": "2025-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4713, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "bd92d097-a2cf-4216-9e1c-8cf84f313e9f", "fields": { "created_at": "2025-02-06T12:36:00Z", "updated_at": "2026-04-13T19:01:24.057Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3672", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Room 3135: There was a delay in cleaning for two days, and there were no cleaning supplies available. The cleaning lady cleaned the entire room with just one cleaning cloth, and then she entered the bathroom carrying the same cloth. The level of service needs to be improved, and the room should be cleaned at least twice daily.", "description": "Room 3135: There was a delay in cleaning for two days, and there were no cleaning supplies available. The cleaning lady cleaned the entire room with just one cleaning cloth, and then she entered the bathroom carrying the same cloth. The level of service needs to be improved, and the room should be cleaned at least twice daily.\n\n[Arabic]:\nغرفه 3135 تاخير في النضافه يومين عدم وجود معدات نظافه حيث ان عاملة النظافه قامت بتنظيف الغرفه كامله بفوطة تنظيف واحده ودخل دورة المياه حامله نفس الفوطه يتوجب تحسين مستوى الخدمه و اعاده تنضيف الغرفه مرتان على الاقل يومي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-08T12:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-06T12:36:00Z", "explanation_received_at": "2025-02-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3672, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "bddb8a60-77ce-4af2-8df8-5e81c1e14bf3", "fields": { "created_at": "2024-05-18T19:20:00Z", "updated_at": "2026-04-13T18:59:47.708Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RANA ABDULKAREEM", "expected_result": "", "reference_number": "CMP-2024-05-2482", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The radiology staff member, Rania, took abdominal and chest X-rays at the request of Dr. Mai (emergency) after Yasmin (age two) swallowed a metal piece. Once the piece was visible in the child's abdomen, the radiology staff member took a third image of the child's neck and head, following the doctor's request, without any responsibility or questions about the necessity of the X-rays. There was no consideration for the child's age (two years) regarding the brain imaging with X-rays.\n\nI demand tha", "description": "The radiology staff member, Rania, took abdominal and chest X-rays at the request of Dr. Mai (emergency) after Yasmin (age two) swallowed a metal piece. Once the piece was visible in the child's abdomen, the radiology staff member took a third image of the child's neck and head, following the doctor's request, without any responsibility or questions about the necessity of the X-rays. There was no consideration for the child's age (two years) regarding the brain imaging with X-rays.\n\nI demand that both the staff member and the doctor be held accountable, as imaging should be limited based on necessity, especially given the significant side effects of X-rays, particularly for children.\n\n\n[Arabic]:\nقامت موظفة الأشعة رنا بأخذ اشعة بطن وصدر بأمر الدكتورة مي (الطوارئ) وعند وذلك لبلع البنت ياسمين\n(سنتين) قطعة معدنية وبعد وضوح القطعة في بطن البنت اخذت موظفة الأشعة صورة ثالثة لرقبة البنت والرأس\nوذلك حسب طلب الدكتورة دون اذنى مسؤلية او سؤال بأهمية الأشعة ودون اي اكتراث لعمر الطفلة (سنتين)\nبتصوير دماغها بالأشعة x. اطالب بعقاب الموظفة والدكتورة والمفروض هو اقتصاد تصوير المريض حسب\nالضرورة وذلك للأضرار الجانبية العظيمة للأشعة خصوصاً على الأطفال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-20T21:00:00Z", "due_at": "2024-05-20T19:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-20T21:00:00Z", "explanation_received_at": "2024-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284827, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-05-21 00:00:00", "closed": null, "received": "2024-05-18 22:20:00", "resolved": "2024-05-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:47.704091", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2482", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الأشعة", "main": "الطبي" }, "original_complaint_num": 2482 } } }, { "model": "complaints.complaint", "pk": "be3e18e5-dd59-448c-85a1-d7e3a772181f", "fields": { "created_at": "2025-06-17T08:08:00Z", "updated_at": "2026-04-13T19:02:11.229Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-06-4319", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "request for a detailed medical report regarding their mother's death", "description": "request for a detailed medical report regarding their mother's death\n\n[Arabic]:\nطلب تقرير طبي مفصل عن حالة وفاة الأم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-19T08:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-17T08:08:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4319, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "be6135ac-ce52-4ac5-8f37-8e0c0760775c", "fields": { "created_at": "2025-02-13T06:51:00Z", "updated_at": "2026-04-13T19:01:25.079Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3718", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A bad experience in the emergency department where I waited too long for treatment, was treated with a bracelet bearing another patient's name, and the lab tests were delayed due to a lack of approval, which resulted in not receiving the appropriate treatment. I request an investigation to ensure this does not happen again.", "description": "A bad experience in the emergency department where I waited too long for treatment, was treated with a bracelet bearing another patient's name, and the lab tests were delayed due to a lack of approval, which resulted in not receiving the appropriate treatment. I request an investigation to ensure this does not happen again.\n\n[Arabic]:\nتجربة سيئة في قسم الطوارئ حيث تأخرت في العلاج، وعُولجت بإسورة باسم مريض آخر، وتأخرت التحاليل بسبب عدم الموافقة، مما أدى لعدم حصولي على العلاج المناسب. أطالب بالتحقيق لضمان عدم تكرار ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-15T06:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-13T06:51:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3718, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "be8f5ced-532b-4516-9275-f7124f6e7741", "fields": { "created_at": "2024-02-20T13:37:00Z", "updated_at": "2026-04-13T18:59:19.131Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2024-02-2221", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "I had an appointment at 3:30 with Dr. Doaa on February 2nd, and I went to the hospital at 2:00. When it was time for my appointment, people were seen before me, and I waited until 6:00. When I finally went in to see the doctor, she was very rude to me. She told me I didn't even have an appointment and to leave, saying I was delaying her and interfering with her work, even though I had an appointment and the bill was with me.", "description": "I had an appointment at 3:30 with Dr. Doaa on February 2nd, and I went to the hospital at 2:00. When it was time for my appointment, people were seen before me, and I waited until 6:00. When I finally went in to see the doctor, she was very rude to me. She told me I didn't even have an appointment and to leave, saying I was delaying her and interfering with her work, even though I had an appointment and the bill was with me.\n\n[Arabic]:\nكان عندي موعد الساعه 3 ونص مع د.دعاء يوم 2 فبراير وتوجهت للمستشفى الساعه 2 ولما جاء وقت موعدي تم تقديم ناس علي وادخالهم قبلي وانتظرت حتى الساعه السادسه وعند دخولي للدكتوره كان اسلوب الدكتوره جدا سيء معي وقالت انتي اصلا ماعندك موعد واطلعي لا تأخريني وتعطليني عن شغلي وانا عندي موعد والفاتوره معاي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-19T21:00:00Z", "due_at": "2024-02-22T13:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-20T21:00:00Z", "second_reminder_sent_at": "2024-02-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-19T21:00:00Z", "explanation_received_at": "2024-03-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-06T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1732449, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-02-20 00:00:00", "closed": null, "received": "2024-02-20 16:37:00", "resolved": "2024-07-07 00:00:00", "escalated": null, "first_reminder": "2024-02-21 00:00:00" }, "imported_at": "2026-04-13T21:59:19.124946", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2221", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2221 } } }, { "model": "complaints.complaint", "pk": "bed4ae15-b358-4c8c-a0e4-3b2dc66b978c", "fields": { "created_at": "2023-11-30T12:43:00Z", "updated_at": "2026-04-13T18:58:45.624Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1908", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The details of the complaint were regarding Dr. Shaimaa Ali, as the appointment was booked for 2:15 PM and I did not arrive at the same time, and this is my mistake and I admit it. However, after I arrived, I waited until about 3:30 PM because she had a patient, and another patient waited next to me. When the patient left, the doctor came out immediately after her. When the patient next to me spoke to her to explain our problem, she did not respond to us and ignored us, and we did not hear any r", "description": "The details of the complaint were regarding Dr. Shaimaa Ali, as the appointment was booked for 2:15 PM and I did not arrive at the same time, and this is my mistake and I admit it. However, after I arrived, I waited until about 3:30 PM because she had a patient, and another patient waited next to me. When the patient left, the doctor came out immediately after her. When the patient next to me spoke to her to explain our problem, she did not respond to us and ignored us, and we did not hear any reassuring excuses or words that would satisfy the patients. The patient next to me admitted that he waited for more than an hour and a half, and when I learned that this is her way of dealing with patients, I could not continue and go into her office and I left the hospital because I have other things to do and I cannot wait as the previous patient waited.\n\n[Arabic]:\nتفاصيل الشكوى كانت بخصوص الدكتورة شيماءعلي حيث تم حجز الموعد الساعة 2:15 مساءً ولم احضر في نفس الوقت وهذا غلطي وأقر به ولكن بعد وصولي انتظرت حتى الساعة الثالثة والنصف تقريبًا لوجود مريضة لديها وانتظر مريض آخر بجانبي وعندما خرجت المريضة خرجت بعدها الدكتورة مباشرة وعند الحديث معها من المريض الذي بجانبي لأجل شرح مشكلتنا لم يتم الرد علينا وتجاهلنا ولم نسمع اعذار مطمئنة او كلام يرضي المرضى ،حيث اقر المريض الذي بجانبي بأنتظاره لأكثر من ساعة ونصف وعندما علمت بأن هذه هي طريقتها بالتعامل مع المرضى لم استطع الاكمال والدخول إليها وخروجي من المستشفى لأنني مرتبط بأشياء أخرى ولا استطيع الانتظار كما إنتظر المريض السابق. \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-02T21:00:00Z", "due_at": "2023-12-02T12:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-02T21:00:00Z", "second_reminder_sent_at": "2023-12-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-02T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-12-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-12-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20353006, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-12-03 00:00:00", "closed": "2023-12-06 00:00:00", "received": "2023-11-30 15:43:00", "resolved": "2023-12-06 00:00:00", "escalated": null, "first_reminder": "2023-12-03 00:00:00" }, "imported_at": "2026-04-13T21:58:45.617311", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1908", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 1908 } } }, { "model": "complaints.complaint", "pk": "bf03fa1b-7070-464a-b95b-b9a175507a0a", "fields": { "created_at": "2024-03-04T14:47:00Z", "updated_at": "2026-04-13T18:59:25.595Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2255", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We went to the emergency department and after the triage was completed, we were directed to the outpatient clinics, even though I had severe abdominal pain. When we went to the clinic and finished to conduct laboratory tests, they told us to come back again because the working hours had ended, in addition to receiving bad treatment from the triage employee (Rakad).", "description": "We went to the emergency department and after the triage was completed, we were directed to the outpatient clinics, even though I had severe abdominal pain. When we went to the clinic and finished to conduct laboratory tests, they told us to come back again because the working hours had ended, in addition to receiving bad treatment from the triage employee (Rakad).\n\n[Arabic]:\nتم حضورنا الى قسم الطورائ وبعد الانتهاء من الفرز تم توجيهنا الى العيادت الخارجية رغم ان لدي الم شديد في البطن وعند التوجهه والانتهاء من العيادة لاجراء الفحوصات المخبريه افادونا بمعاودة الزيارة وذلك لسبب انتاء ساعات العمل ، بالاضافة الى تلقي سوء معاملة من موظفة الفرز (ركاد ) . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-03T21:00:00Z", "due_at": "2024-03-06T14:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-04T21:00:00Z", "second_reminder_sent_at": "2024-03-05T21:00:00Z", "escalated_at": "2024-03-08T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-03-03T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-25T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300310, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-03-04 00:00:00", "closed": "2024-06-26 00:00:00", "received": "2024-03-04 17:47:00", "resolved": null, "escalated": "2024-03-09 00:00:00", "first_reminder": "2024-03-05 00:00:00" }, "imported_at": "2026-04-13T21:59:25.589861", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2255", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2255 } } }, { "model": "complaints.complaint", "pk": "bf207a67-23d0-40fa-8313-6d2952969aab", "fields": { "created_at": "2024-12-19T09:20:00Z", "updated_at": "2026-04-13T19:01:01.514Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3380", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We have not been notified of any death since 2019, Al-Ulya branch.", "description": "We have not been notified of any death since 2019, Al-Ulya branch.\n\n[Arabic]:\nعدم افادتنا بتبليغ وفاة منذ سنة 2019 فرع العليا ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-18T21:00:00Z", "due_at": "2024-12-21T09:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-18T21:00:00Z", "second_reminder_sent_at": "2024-12-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-18T21:00:00Z", "explanation_received_at": "2024-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2129692725, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "Emotional \nSupport", "classification": "Neglect" }, "timeline": { "sent": "2024-12-19 00:00:00", "closed": null, "received": "2024-12-19 12:20:00", "resolved": "2024-12-21 00:00:00", "escalated": null, "first_reminder": "2024-12-19 00:00:00" }, "imported_at": "2026-04-13T22:01:01.511332", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3380", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 3380 } } }, { "model": "complaints.complaint", "pk": "bf3b3370-38d1-4a00-9ea3-f5d025e2e4a4", "fields": { "created_at": "2022-11-15T15:31:00Z", "updated_at": "2026-04-13T18:56:31.961Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0546", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son's referral was rejected, and he is suffering from convulsions and is unconscious.", "description": "My son's referral was rejected, and he is suffering from convulsions and is unconscious.\n\n[Arabic]:\nتم رفض احالة ابني ويعاني من تشنجات وفاقد الوعي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-14T21:00:00Z", "due_at": "2022-11-17T15:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-14T21:00:00Z", "explanation_received_at": "2022-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234524, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2022-11-15 00:00:00", "closed": null, "received": "2022-11-15 18:31:00", "resolved": "2022-11-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.958759", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0546", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 546 } } }, { "model": "complaints.complaint", "pk": "bf427440-eec0-437c-aecb-56822fad8959", "fields": { "created_at": "2025-01-21T06:27:00Z", "updated_at": "2026-04-13T19:01:13.518Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3567", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request was submitted incorrectly multiple times (failure to clarify that the insurance is transferred), which led to a delay in providing the service. The case is urgent, with symptoms of preterm labor, yet the hospital has not taken any action.", "description": "The request was submitted incorrectly multiple times (failure to clarify that the insurance is transferred), which led to a delay in providing the service. The case is urgent, with symptoms of preterm labor, yet the hospital has not taken any action.\n\n[Arabic]:\nتم رفع الطلب بطريقه خطا اكثر من مره ( عدم توضيح لتامين باني محوله ) مما ادى الى تاخير بتقديم الخدمة والحاله طارئه اعراض ولاده مبكره دون التصرف من قبل المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-23T06:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-21T06:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3567, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "bf784a87-ced1-46a0-bb12-0e7438727492", "fields": { "created_at": "2025-09-15T17:39:00Z", "updated_at": "2026-04-13T19:02:48.878Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2025-09-4864", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On September 8th, I was admitted to the hospital for a scheduled laparoscopic surgery to remove a cyst on my right ovary. I was initially informed by Dr. Marwa Abdulkarim that she would be performing the procedure. However, just before entering the operating room, I was surprised to be asked by Dr. Ahmed Saad Abdulkarim to sign additional consent forms, and I was informed that he, not Dr. Marwa, would be performing the surgery—without any prior notice or explanation.\n\nI was told the procedure wo", "description": "On September 8th, I was admitted to the hospital for a scheduled laparoscopic surgery to remove a cyst on my right ovary. I was initially informed by Dr. Marwa Abdulkarim that she would be performing the procedure. However, just before entering the operating room, I was surprised to be asked by Dr. Ahmed Saad Abdulkarim to sign additional consent forms, and I was informed that he, not Dr. Marwa, would be performing the surgery—without any prior notice or explanation.\n\nI was told the procedure would take one hour, but it lasted five hours. The following day, I was informed that the surgery was successful and the cyst was removed. However, I was also told that an unintended medical error occurred—a bladder perforation—which required the insertion of a urinary catheter for ten days.\n\nWhen I requested a detailed medical report explaining the procedure and the error, I was not provided with one. I believe this is a violation of my right to understand the full details of my condition and what happened during surgery.\n\n[Arabic]:\nبتاريخ 8 سبتمبر، حضرت إلى المستشفى لإجراء عملية منظار لاستئصال كيس في المبيض الأيمن، وقد تم إبلاغي من قبل الدكتورة مروى عبدالكريم بأنها من ستجري العملية. إلا أنه قبل دخول غرفة العمليات، فوجئت بإبلاغي أن الدكتور أحمد سعد عبدالكريم هو من سيقوم بها، دون إشعار مسبق.\nأبلغني الدكتور أن العملية ستستغرق ساعة، لكنها امتدت إلى خمس ساعات، وفي اليوم التالي تم إعلامي بنجاح العملية، مع الاعتراف بحدوث ثقب في المثانة استدعى تركيب قسطرة بولية لمدة 10 أيام.\nوعند طلبي لتقرير طبي مفصل حول ما جرى، لم يتم تزويدي به، مما أعدّه مساساً بحقي في معرفة تفاصيل حالتي وما تعرضت له من خطأ طبي غير مقصود.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-17T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-15T17:39:00Z", "explanation_received_at": "2025-09-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4864, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "bf7f273f-6721-4372-b337-4138ec6cc623", "fields": { "created_at": "2025-08-16T17:00:00Z", "updated_at": "2026-04-13T19:02:35.611Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم تمريض النساء والولادة", "expected_result": "", "reference_number": "CMP-2025-08-4620", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "To clarify, there were two nurses of the same nationality, and the one in question is the taller one, and\nshe can be recognized by her face if seen. The complaint indicates that the nurse, during the natural\nbirth, applied psychological pressure on the patient and placed her hand over the patient’s mouth to\nsilence her, which caused a drop in oxygen levels. As a result, the delivery was changed from a natural\nbirth to a cesarean section. Additionally, the patient was struck in the abdominal area", "description": "To clarify, there were two nurses of the same nationality, and the one in question is the taller one, and\nshe can be recognized by her face if seen. The complaint indicates that the nurse, during the natural\nbirth, applied psychological pressure on the patient and placed her hand over the patient’s mouth to\nsilence her, which caused a drop in oxygen levels. As a result, the delivery was changed from a natural\nbirth to a cesarean section. Additionally, the patient was struck in the abdominal area by the same\nnurse. No one in this situation can tolerate such screaming, and the nurse disturbed the patient with\n.her shouting\n\n[Arabic]:\nتوضيح الأمر، كان هناك ممرضتان من نفس الجنسية، والممرضة المعنية هي الأطول، ويمكن التعرف عليها من خلال وجهها إذا تم رؤيتها. تشير الشكوى إلى أن الممرضة، أثناء الولادة الطبيعية، مارست ضغطًا نفسيًا على المريضة ووضعَت يدها على فم المريضة لتسكيتِها، مما أدى إلى انخفاض مستويات الأوكسجين. نتيجة لذلك، تم تغيير طريقة الولادة من الولادة الطبيعية إلى عملية قيصرية. بالإضافة إلى ذلك، تم ضرب المريضة في منطقة البطن بواسطة نفس الممرضة. لا يمكن لأي شخص في هذه الحالة تحمل مثل هذا الصراخ، وقد أزعجت الممرضة المريضة بصراخها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-18T17:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-16T17:00:00Z", "explanation_received_at": "2025-08-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4620, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "bfc051ca-4f84-4582-a9f4-c30a12cea6b6", "fields": { "created_at": "2025-09-27T11:20:00Z", "updated_at": "2026-04-13T19:02:50.565Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16208-Dr AHMED ADNAN TURKISTANI", "expected_result": "", "reference_number": "CMP-2025-09-4964", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to inform you that my treatment has been delayed more than once. I was informed twice that the appointment had been postponed. The postponement notice was given on the same day of the appointment, even though I should have been notified at least one day in advance.\n\nThe measurement was also taken, and I was then asked to come back for a re-measurement because it wasn't ready. I was repeatedly informed that the doctor would not be available for each visit, causing further delays and ", "description": "I would like to inform you that my treatment has been delayed more than once. I was informed twice that the appointment had been postponed. The postponement notice was given on the same day of the appointment, even though I should have been notified at least one day in advance.\n\nThe measurement was also taken, and I was then asked to come back for a re-measurement because it wasn't ready. I was repeatedly informed that the doctor would not be available for each visit, causing further delays and confusion.\n\nGiven these repeated postponements and the clinic's failure to keep appointments, I request a full refund and cancellation of my treatment plan with the doctor\n\n[Arabic]:\nأود الإفادة بأنه قد تم تأخير علاجي أكثر من مرة، حيث تم إبلاغي بتأجيل الموعد في مناسبتين، وكان إشعار التأجيل يتم في نفس يوم الموعد، رغم أنه من المفترض إبلاغي قبل الموعد بيوم على الأقل.\nكما تم إجراء القياس، ثم طُلب مني الحضور مرة أخرى لإعادة القياس بسبب عدم جاهزيته. وقد تكرر إبلاغي بعدم وجود الطبيب في كل زيارة، مما تسبب في مزيد من التأخير والإرباك.\nونظرًا لتكرار هذه التأجيلات وعدم التزام العيادة بالمواعيد، فإنني أطلب استرجاع كامل المبالغ المدفوعة، بالإضافة إلى إلغاء الخطة العلاجية مع الدكتور", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-29T11:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-27T11:20:00Z", "explanation_received_at": "2025-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4964, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "bfd44f4e-cb81-47d3-b6a6-86c4a3ba693f", "fields": { "created_at": "2025-03-10T22:16:00Z", "updated_at": "2026-04-13T19:01:35.496Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3879", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "do not upload sickleave on sehaty", "description": "do not upload sickleave on sehaty\n\n[Arabic]:\nعدم رفع الاجازة بمنصة صحتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-12T22:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-10T22:16:00Z", "explanation_received_at": "2025-03-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3879, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "bfd7a4e7-610a-47e5-9ebd-1bfde99271e8", "fields": { "created_at": "2024-05-02T08:52:00Z", "updated_at": "2026-04-13T18:59:46.503Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2421", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior from the reception staff as I inquired about the approval, and I was given a response in a non-professional manner and in an aggressive tone. Additionally, when I tried to reach the department, there was no response to my calls.", "description": "Unprofessional behavior from the reception staff as I inquired about the approval, and I was given a response in a non-professional manner and in an aggressive tone. Additionally, when I tried to reach the department, there was no response to my calls.\n\n[Arabic]:\nاسلوب غير مهني من قبل موظفة الاستقبال حيث تم الاستفسار عن موافقه وتم الافادة بطريقه غير مهنيه واسلوب مستفز بالاضافة عن التحويل على القسم لايتم الرد عن طريق الاتصال .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-01T21:00:00Z", "due_at": "2024-05-04T08:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-03T21:00:00Z", "second_reminder_sent_at": "2024-05-05T21:00:00Z", "escalated_at": "2024-05-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-05-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20177780, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-02 00:00:00", "closed": "2024-06-11 00:00:00", "received": "2024-05-02 11:52:00", "resolved": null, "escalated": "2024-05-08 00:00:00", "first_reminder": "2024-05-04 00:00:00" }, "imported_at": "2026-04-13T21:59:46.499204", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2421", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2421 } } }, { "model": "complaints.complaint", "pk": "bfeacc43-b7c8-4d90-bfb2-d4421ddb779f", "fields": { "created_at": "2023-12-16T11:11:00Z", "updated_at": "2026-04-13T18:58:54.541Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ALI ALABBAS", "expected_result": "", "reference_number": "CMP-2023-12-1950", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Patient raises a complain about doctors (Dr.Ali Abbas,Dr.Said) who refuses to discharge the patient of ICU \neven with agreement of her official doctor to be out without clearifing the reason", "description": "Patient raises a complain about doctors (Dr.Ali Abbas,Dr.Said) who refuses to discharge the patient of ICU \neven with agreement of her official doctor to be out without clearifing the reason\n\n[Arabic]:\nتقدمت المريضة بشكوى ضد الأطباء (الدكتور علي عباس، الدكتور سعيد) الذين رفضوا إخراجها من وحدة العناية المركزة، وذلك على الرغم من موافقة طبيبها المعالج على خروجها، ودون توضيح السبب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-15T21:00:00Z", "due_at": "2023-12-18T11:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-15T21:00:00Z", "explanation_received_at": "2023-12-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224905, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-16 00:00:00", "closed": null, "received": "2023-12-16 14:11:00", "resolved": "2023-12-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:54.538160", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1950", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 1950 } } }, { "model": "complaints.complaint", "pk": "bfedc5a2-e5b5-4ed9-80be-64e839465a41", "fields": { "created_at": "2023-02-19T14:18:00Z", "updated_at": "2026-04-13T18:57:07.204Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0922", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 21 feb 2023, the Dr request for me the CTG because the baby was not moved . when i do the\n. Procedure the nurse was so tough with me she shouting to me and she was uncooperative", "description": "on 21 feb 2023, the Dr request for me the CTG because the baby was not moved . when i do the\n. Procedure the nurse was so tough with me she shouting to me and she was uncooperative\n\n[Arabic]:\nفي ٢١ فبراير ٢٠٢٣، طلب مني الطبيب إجراء تخطيط قلب الجنين (CTG) لأن حركة الجنين لم تكن طبيعية. أثناء إجراء الفحص، كانت الممرضة قاسية جدًا معي، تصرخ في وجهي، ولم تكن متعاونة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-21T21:00:00Z", "due_at": "2023-02-21T14:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-21T21:00:00Z", "explanation_received_at": "2023-02-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245340, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-22 00:00:00", "closed": null, "received": "2023-02-19 17:18:00", "resolved": "2023-02-27 00:00:00", "escalated": null, "first_reminder": "2023-02-26 00:00:00" }, "imported_at": "2026-04-13T21:57:07.197005", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0922", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم عمليات الولادة", "main": "التمريض" }, "original_complaint_num": 922 } } }, { "model": "complaints.complaint", "pk": "c0305f35-50ee-445a-9103-a0779b9f6c69", "fields": { "created_at": "2023-11-12T16:55:00Z", "updated_at": "2026-04-13T18:58:42.927Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ABDULHAMEED ALI SHAMAH ", "expected_result": "", "reference_number": "CMP-2023-11-1838", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in delivering test results.", "description": "Delay in delivering test results.\n\n[Arabic]:\nتاخير في تسليم نتائج التحاليل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-11T21:00:00Z", "due_at": "2023-11-14T16:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-11T21:00:00Z", "explanation_received_at": "2023-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280441, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2023-11-12 00:00:00", "closed": null, "received": "2023-11-12 19:55:00", "resolved": "2023-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.925028", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1838", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1838 } } }, { "model": "complaints.complaint", "pk": "c05a4eb5-d5fc-4681-94c9-e2880014606f", "fields": { "created_at": "2025-09-21T11:16:00Z", "updated_at": "2026-04-13T19:02:49.850Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4916", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient is complaining about a delay in obtaining medical approval for the surgery.", "description": "The patient is complaining about a delay in obtaining medical approval for the surgery.\n\n[Arabic]:\nيشتكي المريض من تاخر في موافقه طبيه لاجراء العمليه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-23T11:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-21T11:16:00Z", "explanation_received_at": "2025-09-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4916, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "c06c5cf3-52c4-4374-8473-8fb0d974679e", "fields": { "created_at": "2024-01-30T10:44:00Z", "updated_at": "2026-04-13T18:59:09.489Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2143", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Hello, I found blood stains on the blanket 3 times, please make sure blanket been clean and change it everyday to patients because that might make a disease", "description": "Hello, I found blood stains on the blanket 3 times, please make sure blanket been clean and change it everyday to patients because that might make a disease\n\n[Arabic]:\nمرحباً، لقد وجدت بقع دم على البطانية ثلاث مرات، يُرجى التأكد من نظافة البطانية وتغييرها يومياً للمرضى لأن ذلك قد يُسبب العدوى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 2, "subsection": 0, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-29T21:00:00Z", "due_at": "2024-02-01T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-01-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30239611, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "3.2.2.Poor cleanliness/sanitizing" }, "timeline": { "sent": "2024-01-30 00:00:00", "closed": "2024-01-30 00:00:00", "received": "2024-01-30 13:44:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.481312", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2143", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العيون", "main": "التمريض" }, "original_complaint_num": 2143 } } }, { "model": "complaints.complaint", "pk": "c0748c4c-3c01-4e38-a98a-06f1f1a63e7c", "fields": { "created_at": "2023-10-30T17:08:00Z", "updated_at": "2026-04-13T18:58:33.198Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SARAH", "expected_result": "", "reference_number": "CMP-2023-10-1778", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The receptionist acted unprofessionally. I spoke clearly to her that I had an appointment with Dr. Majed Al-Anzi yesterday, and she forced me to pay a fee of 33 riyals. After waiting for a long time at the clinic, I went back to the receptionist and discovered that she had entered my file with another doctor. When I asked her, she told me that she did not remember and did not know what had happened, even though I had given her all the information.", "description": "The receptionist acted unprofessionally. I spoke clearly to her that I had an appointment with Dr. Majed Al-Anzi yesterday, and she forced me to pay a fee of 33 riyals. After waiting for a long time at the clinic, I went back to the receptionist and discovered that she had entered my file with another doctor. When I asked her, she told me that she did not remember and did not know what had happened, even though I had given her all the information.\n\n[Arabic]:\nاسلوب غير احترافي من قبل موظفة الاستقبال تم التحدث لها بوضوح بان لدي مراجعه لدى الدكتور ماجد العنزي بتاريخ امس وقامت باجباري بدفع رسوم رسوم 33 ريال وبعد الانتظار لمدة طويله لدى العياده رجعت للموظفه واكتشقت انها ادخلت ملفي لدى دكتور اخر وعند السؤال قامت باخباري انها لم تتذكر ولا تعرف مالذي حصل علما اني قمت باعطائها كامل المعلومات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-30T21:00:00Z", "due_at": "2023-11-01T17:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-06T21:00:00Z", "second_reminder_sent_at": "2023-11-05T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-30T21:00:00Z", "explanation_received_at": "2023-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30270407, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff \ncommunication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2023-10-31 00:00:00", "closed": null, "received": "2023-10-30 20:08:00", "resolved": "2023-11-08 00:00:00", "escalated": null, "first_reminder": "2023-11-07 00:00:00" }, "imported_at": "2026-04-13T21:58:33.195106", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1778", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1778 } } }, { "model": "complaints.complaint", "pk": "c0749cba-26bc-4b5a-a89b-a29837ba98c1", "fields": { "created_at": "2024-04-01T11:33:00Z", "updated_at": "2026-04-13T18:59:36.188Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2338", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delays in delivering medical reports (birth at the Al-Olaya branch and the child's birth certificate).\n", "description": "Delays in delivering medical reports (birth at the Al-Olaya branch and the child's birth certificate).\n\n\n[Arabic]:\nالمماطله بتسليم تقارير طبيه ( ولادة بفرع العليا وشهادة ميلاد الطفل) . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-31T21:00:00Z", "due_at": "2024-04-03T11:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-31T21:00:00Z", "explanation_received_at": "2024-04-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-02T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1047221153, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2024-04-01 00:00:00", "closed": null, "received": "2024-04-01 14:33:00", "resolved": "2024-04-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.179432", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2338", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2338 } } }, { "model": "complaints.complaint", "pk": "c08e4c6d-f294-4516-a7d3-18885be131af", "fields": { "created_at": "2025-03-17T13:16:00Z", "updated_at": "2026-04-13T19:01:36.182Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3911", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request to raise the leave on the \"Sehati\" platform was rejected.", "description": "The request to raise the leave on the \"Sehati\" platform was rejected.\n\n[Arabic]:\nرفض رفع الاجازة في منصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-19T13:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-17T13:16:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3911, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "c0a4e749-451d-4f20-9c64-ec1d025957eb", "fields": { "created_at": "2023-05-07T13:08:00Z", "updated_at": "2026-04-13T18:57:39.021Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1220", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A tonsil and adenoid surgery was performed, and it was approved by the insurance. Upon discharge, it became apparent that there was an additional request for nasal cauterization, which was rejected by the insurance because it was included in the surgery package, as clarified to me by the insurance company. The billing department contacted me regarding the amount, but payment was not made, and I am currently being requested to pay the amount for the nasal cauterization.", "description": "A tonsil and adenoid surgery was performed, and it was approved by the insurance. Upon discharge, it became apparent that there was an additional request for nasal cauterization, which was rejected by the insurance because it was included in the surgery package, as clarified to me by the insurance company. The billing department contacted me regarding the amount, but payment was not made, and I am currently being requested to pay the amount for the nasal cauterization.\n\n[Arabic]:\nتم اجراء عملية لوز و لحمية تمت الموافقة عليها من التامين و عند الخروج اتضح وجود طلب زائد ( كي الأنف ) حيث تم رفضه من التامين بسبب انه من ضمن بكج العملية كما تم التوضيح لي من قبل شركة التأمين وتم التواصل معي من قبل قسم التحصيل فيما يخص المبلغ ولم يتم الدفع وحاليا تتم المطالبة بدفع مبلغ الطلب ( كي الأنف ) . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-06T21:00:00Z", "due_at": "2023-05-09T13:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-06T21:00:00Z", "explanation_received_at": "2023-05-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-05-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1457680, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.2 Treatment plan not followed" }, "timeline": { "sent": "2023-05-07 00:00:00", "closed": null, "received": "2023-05-07 16:08:00", "resolved": "2023-05-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.018537", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1220", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1220 } } }, { "model": "complaints.complaint", "pk": "c0b9d7de-2671-4130-b705-19917e7b4132", "fields": { "created_at": "2022-11-26T18:06:00Z", "updated_at": "2026-04-13T18:56:33.509Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAFIDAH", "expected_result": "", "reference_number": "CMP-2022-11-0588", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 25NOV 2022/ at 3:00pm, I request my baby from the nursery. after 15 minutes I called them again to take the baby because he was crying but she said to me “you are manipulate and we will not give you the baby again when you are request him “! . ", "description": "On 25NOV 2022/ at 3:00pm, I request my baby from the nursery. after 15 minutes I called them again to take the baby because he was crying but she said to me “you are manipulate and we will not give you the baby again when you are request him “! . \n\n[Arabic]:\nفي 25 نوفمبر 2022/ الساعة 3:00 مساءً، طلبت طفلي من الحضانة. بعد 15 دقيقة اتصلت بهم مرة أخرى لأخذ الطفل لأنه كان يبكي، لكن الموظفة قالت لي: \"أنتِ مُتلاعبة ولن نعطيكِ الطفل مرة أخرى عندما تطلبينه!\".", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-25T21:00:00Z", "due_at": "2022-11-28T18:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-26T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-25T21:00:00Z", "explanation_received_at": "2022-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30237027, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-26 00:00:00", "closed": null, "received": "2022-11-26 21:06:00", "resolved": "2022-12-03 00:00:00", "escalated": null, "first_reminder": "2022-11-27 00:00:00" }, "imported_at": "2026-04-13T21:56:33.506251", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0588", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 588 } } }, { "model": "complaints.complaint", "pk": "c0d90ebd-52ad-4abf-a702-770d56ebce86", "fields": { "created_at": "2025-07-24T17:46:00Z", "updated_at": "2026-04-13T19:02:25.479Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية", "expected_result": "", "reference_number": "CMP-2025-07-4529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Wednesday, July 23, 2025, we went to the emergency room due to slow fetal movement. We were transferred to monitor the fetal heartbeat. The first ECG showed instability, so a solution was given to nourish the fetus and restore its normal movement. In the second ECG after the solution, everything was normal and the fetal heartbeat stabilized. Despite this, the doctor decided to admit the patient to hospital and a delivery request was submitted. This decision was made without examining or confi", "description": "On Wednesday, July 23, 2025, we went to the emergency room due to slow fetal movement. We were transferred to monitor the fetal heartbeat. The first ECG showed instability, so a solution was given to nourish the fetus and restore its normal movement. In the second ECG after the solution, everything was normal and the fetal heartbeat stabilized. Despite this, the doctor decided to admit the patient to hospital and a delivery request was submitted. This decision was made without examining or confirming the patient's readiness for delivery or examining her. After 7 hours, it was found that the labor was light and the uterus was closed. She recommended staying to induce labor despite the fact that the ninth month had not been completed and the condition had stabilized. We performed an ultrasound, which confirmed that the fetus was normal. After a while, a coordinator came and asked us about the reason for leaving. We explained that there was no need for hospitalization as the situation was stable. We signed a paper bearing responsibility in the event of any emergency, despite the fact that the tests and ultrasound were normal. We requested to leave and signed a statement bearing responsibility. The next day, the same doctor confirmed that the patient could return home, which indicates that the decision to hospitalize was wrong. However, now I am being asked to pay an amount 3,500 riyals after the rejection, which we consider inappropriate, and I demand that the amount be dropped as it resulted from a procedure that was not medically necessary.\n\n[Arabic]:\nفي يوم الأربعاء 23/7/2025، راجعنا الطوارئ بسبب بطء حركة الجنين، وتم تحويلنا لمراقبة نبض الجنين وأظهر التخطيط الأول عدم استقرار، فتم إعطاء محلول حتى يتغذى الجنين ويعيد حركته الطبيعية وفي ثاني تخطيط بعد المحلول كان كل شي طبيعي واستقرنبض الجنين ، رغم ذلك قررت الطبيبة إدخال المريضة للتنويم وتم رفع طلب ولادة وكان ذلك القرار دون أن تقوم بالكشف أو التأكد من جاهزية المريضة للولادة او فحصها و بعد 7 ساعات تبيّن أن الطلق خفيف والرحم مغلق، وأوصت بالبقاء لتحفيز الولادة رغم عدم اكتمال الشهر التاسع واستقرار الحالة ، أجرينا سونار وأكد أن الجنين طبيعي، بعد فترة، حضرت منسقة وسألتنا عن سبب الخروج فأوضحنا أنه لا يوجد ما يستدعي التنويم إذ كان الوضع مستقرًا ووقعنا على ورقة تحمل المسؤولية في حال حدوث أي أمر طارئ رغم أن التحاليل والسونار كانت طبيعية فطلبنا الخروج ووقعنا على إقرار تحمّل المسؤولية وفي اليوم التالي أكدت الطبيبة نفسها أن المريضة يمكنها العودة للمنزل مما يدل على أن قرار التنويم كان خاطئًا ومع ذلك الان تتم مطالبتي بدفع مبلغ 3500 ريال بعد أن اتى الرفض وهو ما نراه غير مناسب واطالب بإسقاط المبلغ كونه ناتجًا عن إجراء غير ضروري من الناحية الطبية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-26T17:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-24T17:46:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4529, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "c12cd1b8-f15e-4322-8c01-46722956134f", "fields": { "created_at": "2025-01-12T15:32:00Z", "updated_at": "2026-04-13T19:01:11.986Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3508", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appointment was confirmed on a number other than my personal one, despite being booked using my number.\n\n\n\n", "description": "The appointment was confirmed on a number other than my personal one, despite being booked using my number.\n\n\n\n\n\n[Arabic]:\nتم الاتصال لتأكيد الموعد على رقم غير رقمي الشخصي، رغم أن الموعد حجز باستخدام رقمي \n\n\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T15:32:00Z", "explanation_received_at": "2025-01-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3508, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "c1428fe4-de18-4c22-8555-99a06cd34b51", "fields": { "created_at": "2024-04-23T12:39:00Z", "updated_at": "2026-04-13T18:59:37.665Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2397", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in electronically submitting the blood type test.\n", "description": "Delay in electronically submitting the blood type test.\n\n\n[Arabic]:\nتاخير في رفع فحص فصيلة الدم إكترونياً .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-23T21:00:00Z", "due_at": "2024-04-25T12:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-23T21:00:00Z", "explanation_received_at": "2024-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-23T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30130893, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-24 00:00:00", "closed": null, "received": "2024-04-23 15:39:00", "resolved": "2024-04-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.656161", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2397", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2397 } } }, { "model": "complaints.complaint", "pk": "c14fcacd-ed5d-4dd8-b0d1-f3ecbfce3746", "fields": { "created_at": "2023-12-17T10:31:00Z", "updated_at": "2026-04-13T18:58:54.788Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2023-12-1953", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I spoke with the admissions officer to get details about the procedure and pre-operative instructions. However, these instructions regarding eating, drinking, and smoking were neither explained nor clarified. I wasn't informed about what was allowed or prohibited before the procedure, even though it was my first surgery and I have no prior experience or knowledge of anything. Secondly, I asked about the cost, and she told me it was approximately 6000 riyals! How can I be sure if she's just sayin", "description": "I spoke with the admissions officer to get details about the procedure and pre-operative instructions. However, these instructions regarding eating, drinking, and smoking were neither explained nor clarified. I wasn't informed about what was allowed or prohibited before the procedure, even though it was my first surgery and I have no prior experience or knowledge of anything. Secondly, I asked about the cost, and she told me it was approximately 6000 riyals! How can I be sure if she's just saying \"approximately\"? She also said that tests and treatments weren't included in the price. I asked how much, and she said the pre-operative tests cost 600 riyals. I was shocked when I arrived at the emergency room to find the doctor telling me to complete the admission procedures and tests, and that I would have to pay 1200 riyals – double the amount the admissions officer had previously stated. Why is a patient being asked to pay double when they are in an emergency situation?\n\n[Arabic]:\nعند الحضور للزياره الثالثه للطبيبه قامت الدكتورة باضافة تحاليل الزيارة السابقه للمريضه دون الفحص او دخول المريض للعياده علما انه تم التأكد من ذلك من قبل مدير العيادات وتم رفض استقبالنا من قبل الطبيبه المعالجه بعد ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-16T21:00:00Z", "due_at": "2023-12-19T10:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-16T21:00:00Z", "explanation_received_at": "2024-01-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30256387, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-17 00:00:00", "closed": null, "received": "2023-12-17 13:31:00", "resolved": null, "escalated": null, "first_reminder": "2023-12-19 00:00:00" }, "imported_at": "2026-04-13T21:58:54.783455", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1953", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1953 } } }, { "model": "complaints.complaint", "pk": "c157ca64-67aa-49ca-9457-3f717f500642", "fields": { "created_at": "2023-08-08T16:39:00Z", "updated_at": "2026-04-13T18:58:08.708Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2023-08-1504", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "The doctor did not describe the condition in detail to the insurance company, although he described my condition to the doctor in detail and the extent of my suffering with the disease for more than 10 years, and explained my condition in two lines to the insurance company", "description": "The doctor did not describe the condition in detail to the insurance company, although he described my condition to the doctor in detail and the extent of my suffering with the disease for more than 10 years, and explained my condition in two lines to the insurance company\n\n[Arabic]:\n الطبيب لم يتم وصف الحالة بشكل مفصل لجهة التأمين علمًا لقد وصف حالتي للطبيب بشكل مفصل ومدى معاناتي مع المرض لمدة اكثر من ١٠ سنوات وشرح حالتي بسطرين لجهة التأمين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-11T21:00:00Z", "due_at": "2023-08-10T16:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30055171, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": "2023-09-05 00:00:00", "received": "2023-08-08 19:39:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:08.695278", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1504", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1504 } } }, { "model": "complaints.complaint", "pk": "c15ae30f-fbe8-49a5-9531-0bfd51cefad5", "fields": { "created_at": "2024-01-31T17:34:00Z", "updated_at": "2026-04-13T18:59:09.869Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2153", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital submitted several requests for different procedures, including crown removal and root canal treatment. Continuous problems were encountered with the insurance company, as procedures were either rejected or partially approved due to the hospital’s submitted code not matching the code in the insurance system.\nThe problem has recurred, as a request was submitted for a consultation and crown placement, and it was either rejected or partially approved—the partial approval covering only t", "description": "The hospital submitted several requests for different procedures, including crown removal and root canal treatment. Continuous problems were encountered with the insurance company, as procedures were either rejected or partially approved due to the hospital’s submitted code not matching the code in the insurance system.\nThe problem has recurred, as a request was submitted for a consultation and crown placement, and it was either rejected or partially approved—the partial approval covering only the consultation, while the crown placement continues to be rejected. It was clarified that the first reason for rejection by the insurance company was the absence of the tooth number in the submitted request. The second, third, and subsequent requests were rejected because the code submitted did not match or was incorrect.\nVisits were made to the approvals department to resolve the issue, but no solution was found. I went to the Approvals Manager, who confirmed that the previously submitted code was incorrect and needed to be updated. He communicated with the dental department in my presence, and it was agreed that the updated correct list of codes would be provided to resubmit the request.\nHowever, due to the number of requests submitted and the continuous partial approvals, all my dental coverage balance has been exhausted. After filing a complaint with the insurance company, it was clarified that the main reason for the exhausted balance was the repeated submission of requests for (consultation and crown placement), which were continuously partially approved, causing the depletion of the coverage.\nWe hope that the issue can be resolved by canceling all previously submitted requests with incorrect codes that included consultations that were not completed, and by providing the insurance company with the correct code for crown placement so it can be approved by them.\nThe current request is to cancel all previously submitted incorrect requests so that their value is restored to my insurance balance and to provide the insurance company with the correct code for the procedure so the tooth can be treated properly and safely\n\n[Arabic]:\nالمستشفى رفعت عدة طلبات لعمليات مختلفة من ضمنها خلع التركيبة ومعالجة العصب للسن وتم مواجهة مشاكل مستمرة مع شركة التأمين بحيث يتم الرفض للعمليات او القبول الجزئي بسبب عدم توافق الكود المرفوع من المستشفى بالكود الموجود بشركة التأمين. والآن المشكلة انعادت مرة اخرى بحيث تم رفع طلب لاستشارة وتركيب الكراون وتم رفضه او قبوله جزئيًا والقبول الجزئي يكون على الاستشارة ويتم رفض تركيب الكراون باستمرار. وتم التوضيح بأن اول سبب للرفض من قبل شركة التأمين كان عدم وجود رقم الضرس بالطلب المرفوع والطلبات الثانية والثالثة ... تم رفضها بسبب ان الكود المدخل بالطلب المرسل لشركة التأمين لا يتوافق وغير صحيح. تم زيارة قسم الموافقات لحل الاشكالية ولم يتم ايجاد حل. ذهبت لمدير الموافقات لحل الإشكالية وتم التأكيد لي بأن اتضح له بالنظام ان الكود المرفوع سابقًا غلط ويجب تغييره وتم التواصل امامي بقسم الاسنان وتمت الاتفاقية بينهم بان سيتم تزويده بقائمة الكودات المحدثة الصحيحة ليتم رفع الطلب من جديد. لكن بسبب عدد الطلبات التي تم رفعها والتي تم قبولها جزئيًا باستمرار فقد تم استنفاذ جميع رصيد الاسنان عندي وتم التواصل مع شركة التأمين بعد رفع شكوى عليهم وتم التوضيح بأن السبب الرئيسي لاستنفاذ الرصيد هو الرفع المستمر للطلبات التي تشمل (استشارة وتركيب الكراون)، التي تم قبولها جزئيًا بشكل مستمر مما سبب باستنفاد الرصيد. نأمل منكم حل الاشكالية والغاء الطلبات المسبقة المرفوعة بالكود الخطأ والتي تشمل استشارات لم تتم وتزويد شركة التأمين بالكود الصحيح لعملية تركيب الكراون ليتم القبول عليها من قبلهم. المطلوب حاليا الغاء جميع الطلبات الخاطئة التي تم رفعها مسبقًا ليتم استرجاع قيمتها برصيدي عند شركة التأمين. وتزويد شركة التأمين بالكود الصحيح للعملية ليتم معالجة الضرس بشكل صحي وسليم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-07T21:00:00Z", "due_at": "2024-02-02T17:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-07T21:00:00Z", "explanation_received_at": "2024-02-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-09T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1842668, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-08 00:00:00", "closed": null, "received": "2024-01-31 20:34:00", "resolved": "2024-02-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.864983", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2153", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2153 } } }, { "model": "complaints.complaint", "pk": "c168d87e-d41c-43c2-bdc1-1639395aebd8", "fields": { "created_at": "2025-08-28T14:07:00Z", "updated_at": "2026-04-13T19:02:37.455Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الجراحة العامة", "expected_result": "", "reference_number": "CMP-2025-08-4692", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a clear disregard for my complaint and the pain I was experiencing after the surgery. My request for pain relief was not fulfilled in a timely manner, which led to a deterioration in both my physical Despite the obvious need for medication until more than four hours later—and only after my companion arrived and repeatedly insisted that I be attended to.", "description": "There was a clear disregard for my complaint and the pain I was experiencing after the surgery. My request for pain relief was not fulfilled in a timely manner, which led to a deterioration in both my physical Despite the obvious need for medication until more than four hours later—and only after my companion arrived and repeatedly insisted that I be attended to.\n\n[Arabic]:\nان هناك تجاهل واضح لشكواي والألم الذي كنت أعاني منه بعد العملية الجراحية. لم يتم تلبية طلبي بالحصول على مسكنات الألم في الوقت المناسب، مما أدى إلى تدهور حالتي الجسدية. وعلى الرغم من حاجتي الواضحة للرعاية وتخفيف الألم، لم أُعطَ أي دواء إلا بعد مرور أكثر من أربع ساعات، وذلك فقط بعد حضور مرافقي وإلحاحه المتكرر على تلبية حاجتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-30T14:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-28T14:07:00Z", "explanation_received_at": "2025-08-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4692, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "c181ef6a-118f-41cd-8873-ef6e04f875e3", "fields": { "created_at": "2023-10-11T12:12:00Z", "updated_at": "2026-04-13T18:58:30.004Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1697", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My leave request has not been processed, despite contacting the department several times and receiving no response yet.", "description": "My leave request has not been processed, despite contacting the department several times and receiving no response yet.\n\n[Arabic]:\nلم يتم رفع اجازتي علما تم التواصل لعدة مرات مع القسم ولم يتم الرد حتى الان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T12:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293673, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 15:12:00", "resolved": "2023-10-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.001008", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1697", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1697 } } }, { "model": "complaints.complaint", "pk": "c1870516-2524-4f13-80e5-e62cb1b78155", "fields": { "created_at": "2025-11-03T10:23:00Z", "updated_at": "2026-04-13T19:03:12.433Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5211", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“Recording the patient’s personal information by an employee of a company contracted with Al Hammadi Hospital.”", "description": "“Recording the patient’s personal information by an employee of a company contracted with Al Hammadi Hospital.”\n\n[Arabic]:\nكتابة بيانات شخصيه للمريض من قبل موظفه في شركه متعاقده مع مستشفى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-05T10:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-03T10:23:00Z", "explanation_received_at": "2025-11-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5211, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "c18711bf-4e06-48e5-97cf-c3cf1386ad6e", "fields": { "created_at": "2025-07-19T12:53:00Z", "updated_at": "2026-04-13T19:02:24.325Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.حسن ", "expected_result": "", "reference_number": "CMP-2025-07-4488", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had two failed IVF procedures (Dec 15 & Sep 3). Another hospital found sperm issues that weren’t diagnosed because no semen analysis was done. We request an investigation due to emotional and financial harm.", "description": "I had two failed IVF procedures (Dec 15 & Sep 3). Another hospital found sperm issues that weren’t diagnosed because no semen analysis was done. We request an investigation due to emotional and financial harm.\n\n[Arabic]:\nخضعت لعمليتي أطفال أنابيب (15 ديسمبر و3 سبتمبر) وفشلتا. بعد مراجعة مستشفى آخر، تبين أن السبب هو مشكلة في السائل المنوي لم تُشخّص لأن الطبيب لم يطلب التحليل. نطلب التحقيق بسبب الضرر النفسي والمادي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 198, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-21T12:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-19T12:53:00Z", "explanation_received_at": "2025-07-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4488, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "c19acc69-1207-496b-98a4-9b5337d326a3", "fields": { "created_at": "2025-03-15T16:31:00Z", "updated_at": "2026-04-13T19:01:35.800Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.يوسف النمراوي ", "expected_result": "", "reference_number": "CMP-2025-03-3900", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient filed a complaint against the doctor for not paying attention to her health condition, referring her to a psychiatrist, and using offensive language, which caused her humiliation.", "description": "The patient filed a complaint against the doctor for not paying attention to her health condition, referring her to a psychiatrist, and using offensive language, which caused her humiliation.\n\n[Arabic]:\nالمراجعة تقدمت بشكوى ضد الطبيب لعدم اهتمامه بحالتها الصحية وتوجيهه لها لرؤية طبيب نفسي، مع تلفظه بألفاظ مسيئة، مما سبب لها الإهانة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-17T16:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-15T16:31:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3900, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "c19d381d-aecc-454b-b359-35d1bc7cfe86", "fields": { "created_at": "2025-02-17T08:52:00Z", "updated_at": "2026-04-13T19:01:25.300Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3742", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Demanding sums of money despite approval from the insurance company", "description": "Demanding sums of money despite approval from the insurance company\n\n[Arabic]:\nالمطالبة بمبالغ مالية رغم صدور موافقه من قبل شركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-19T08:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-17T08:52:00Z", "explanation_received_at": "2025-02-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3742, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c1b73119-36b1-45dd-b752-44054ecd4915", "fields": { "created_at": "2022-12-28T14:48:00Z", "updated_at": "2026-04-13T18:56:46.273Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2022-12-0425", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Inappropriate behavior and poor treatment of the patient, and failure to provide the opportunity", "description": "Inappropriate behavior and poor treatment of the patient, and failure to provide the opportunity\n\n[Arabic]:\n اسلوب غير لائق وعدم حسن التصرف مع المريض واتاحت الفرصه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-28T21:00:00Z", "due_at": "2022-12-30T14:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-28T21:00:00Z", "explanation_received_at": "2022-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30216249, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-29 00:00:00", "closed": null, "received": "2022-12-28 17:48:00", "resolved": "2022-11-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.271234", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0425", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 425 } } }, { "model": "complaints.complaint", "pk": "c1baa596-a610-4916-9479-e00ca761ed3d", "fields": { "created_at": "2023-01-11T15:35:00Z", "updated_at": "2026-04-13T18:56:54.923Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. FAWAZ ALHUSSAIN", "expected_result": "", "reference_number": "CMP-2023-01-0766", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 8, 2022, after completing the required procedure with her planning doctor, Sajida, Sajida contacted Dr. Fawaz Al-Hussein to inform us of the result. We waited for more than fifteen minutes. Sajida excused herself to go to the restroom while awaiting the doctor's arrival. However, upon his arrival, I was treated inappropriately for going to the restroom and for not going earlier. He then informed Sajida that he would be going.\n.He returned after half an hour, even though my condition d", "description": "On January 8, 2022, after completing the required procedure with her planning doctor, Sajida, Sajida contacted Dr. Fawaz Al-Hussein to inform us of the result. We waited for more than fifteen minutes. Sajida excused herself to go to the restroom while awaiting the doctor's arrival. However, upon his arrival, I was treated inappropriately for going to the restroom and for not going earlier. He then informed Sajida that he would be going.\n.He returned after half an hour, even though my condition didn't allow me to wait that long, which led to my extreme frustration and my departure.\n\n[Arabic]:\nبتاريخ 8 يناير 2022 بعد الانتهاء من عمل الاجراء المطلوب مع طبيبه التخطيط ساجده تواصلت ساجده مع الطبيب فواز الحسين لابلاغنا بالنتيجه حيث تم انتظارنا اكثر من ربع ساعه استاذنت ساجده للذهاب لدوره المياه لحين حضور الطبيب ولكن عند حضوره تم التعامل معي بطريقه غير لائقه وذلك لذهابي لدوره المياه ولما لم اذهب سابقا وابلغ ساجده بانه سيذهب ,ويعود بعد نصف ساعه على الرغم ان حالتي لاتستطيع البقاء في الانتظار لوقت طويل مما ادى الى استيائي الشديد ومغادرتي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 56, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-10T21:00:00Z", "due_at": "2023-01-13T15:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-10T21:00:00Z", "explanation_received_at": "2023-01-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 415279, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.Skills and \nConduct", "classification": "2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-01-11 00:00:00", "closed": null, "received": "2023-01-11 18:35:00", "resolved": "2023-01-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.919629", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0766", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني تخطيط المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 766 } } }, { "model": "complaints.complaint", "pk": "c1e2436a-5bb6-48c7-b81a-d155841bcdfa", "fields": { "created_at": "2022-10-18T15:29:00Z", "updated_at": "2026-04-13T18:56:19.857Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA OSMAN ZAKI ", "expected_result": "", "reference_number": "CMP-2022-10-0407", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "The ultrasound was refused by Dr. Marwa, and there was no response to the patient, as the doctor's attitude towards the patient was inappropriate, and she was told to go to another doctor.", "description": "The ultrasound was refused by Dr. Marwa, and there was no response to the patient, as the doctor's attitude towards the patient was inappropriate, and she was told to go to another doctor.\n\n[Arabic]:\n تم رفض عمل السونار من قبل الدكتوره مروه ولم يكن هنام استجابه للمريض حيث كان سلوب الدكتوره غير لائق مع المريضه وتم اخبارها بالذهاب للطبيب اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-17T21:00:00Z", "due_at": "2022-10-20T15:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-26T21:00:00Z", "second_reminder_sent_at": "2022-10-29T21:00:00Z", "escalated_at": "2022-10-31T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30011418, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-18 00:00:00", "closed": null, "received": "2022-10-18 18:29:00", "resolved": null, "escalated": "2022-11-01 00:00:00", "first_reminder": "2022-10-27 00:00:00" }, "imported_at": "2026-04-13T21:56:19.845806", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0407", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 407 } } }, { "model": "complaints.complaint", "pk": "c1fff171-66b9-4070-bb07-33ba5d27e4ad", "fields": { "created_at": "2023-12-28T08:12:00Z", "updated_at": "2026-04-13T18:58:56.723Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2010", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The holiday has not yet appeared on the platform.", "description": "The holiday has not yet appeared on the platform.\n\n[Arabic]:\nلم تظهر الاجازة حتى الان لدى المنصه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-27T21:00:00Z", "due_at": "2023-12-30T08:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-27T21:00:00Z", "explanation_received_at": "2023-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30242050, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2023-12-28 00:00:00", "closed": null, "received": "2023-12-28 11:12:00", "resolved": "2023-12-30 00:00:00", "escalated": null, "first_reminder": "2023-12-28 00:00:00" }, "imported_at": "2026-04-13T21:58:56.720959", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2010", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2010 } } }, { "model": "complaints.complaint", "pk": "c2e7ef4a-4429-4dcf-8bdb-5910f8cc75d0", "fields": { "created_at": "2025-10-07T11:05:00Z", "updated_at": "2026-04-13T19:03:00.069Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AMNA MAHMOUD FADLELMULA ELKHIDIR", "expected_result": "", "reference_number": "CMP-2025-10-5038", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in Receiving Test Results Conducted on September 4", "description": "Delay in Receiving Test Results Conducted on September 4\n\n[Arabic]:\nتاخير في ابلاغ المريض بعدم كفاية عينة الخزعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 46, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-09T11:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-07T11:05:00Z", "explanation_received_at": "2025-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5038, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c2f92988-50b8-4125-b3af-06331a906cc7", "fields": { "created_at": "2023-08-20T16:59:00Z", "updated_at": "2026-04-13T18:58:10.089Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1537", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee tried to enter the operating room after the procedure. While the patient was urinating, the nurse asked me to tell someone not to enter. The radiology technician, Bassam Al-Awfi, approached and tried to enter. I informed him of the nurses' request and the nature of the situation inside the room, introducing myself as the patient's husband. However, he told me, \"You don't get to decide,\" and pushed me with one hand on my chest, not my shoulder. I asked him not to use his hands, expla", "description": "The employee tried to enter the operating room after the procedure. While the patient was urinating, the nurse asked me to tell someone not to enter. The radiology technician, Bassam Al-Awfi, approached and tried to enter. I informed him of the nurses' request and the nature of the situation inside the room, introducing myself as the patient's husband. However, he told me, \"You don't get to decide,\" and pushed me with one hand on my chest, not my shoulder. I asked him not to use his hands, explaining that it wasn't my decision, but he called the nurses. The situation repeated itself; he pushed me on the chest again and said, \"Hurry up, for God's sake!\" I asked him not to use his hands again and told him I would inform the nurses inside. I did inform them, and they gave him the device. Moments later, another person came and asked for another device, and the nurses gave him the other one. This entire incident was recorded on the camera at the door of the minor operating room.\n\n[Arabic]:\n حاول الموظف الدخول لغرفة العمليات بعد العملية، وخلالها كانت المريضة تتبول وطلبت مني الممرض إعلام أي أحد بعدم الدخول، وجاء موظف الأشعة بسام العوفي وتوجه للدخول فأعلمته بطلب الممرضات وطبيعة الحالة داخل الغرفة وعرفته بنفسي بأني زوج المريضة إلا أنه قال لي ( مو إنت إلي تقرر ) ودفعني بإحدى يديه على صدري وليس على كتفي فطلبت منه عدم استخدام اليدين وأن هذا ليس بقراري ولكنه طلب الممرضات ثم تكرر الموقف ودفعه لي على صدري وقال ( إخلص بسرعة بس ياالله ) ! فطلبت منه عدم تكرار استخدام اليدين وأخبرته بأني سأعلم الممرضات بالداخل وأعلمتهم وأعطوه الجهاز، بعدها بلحظات جاء شخص آخر وطلب جهاز آخر وأعطته الممرضات الجهاز الآخر. علماً بأن هذا الموقف مسجل على الكاميرا على باب غرفة العمليات الصغرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-21T21:00:00Z", "due_at": "2023-08-22T16:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-21T21:00:00Z", "explanation_received_at": "2024-06-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1243182, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-08-22 00:00:00", "closed": null, "received": "2023-08-20 19:59:00", "resolved": "2024-06-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.079929", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1537", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "الأشعة", "main": "الطبي" }, "original_complaint_num": 1537 } } }, { "model": "complaints.complaint", "pk": "c304daa3-d096-4e42-9196-1b130eda5d43", "fields": { "created_at": "2022-09-25T12:31:00Z", "updated_at": "2026-04-13T18:56:07.852Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0255", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to have a cyst ultrasound done, and upon my arrival, the receptionist told me that I needed to pay a consultation fee of 250 riyals to see the doctor. After the ultrasound was finished, I went to another employee, and when I asked her, she told me that I could pay for the ultrasound only, without the consultation fee.", "description": "I came to have a cyst ultrasound done, and upon my arrival, the receptionist told me that I needed to pay a consultation fee of 250 riyals to see the doctor. After the ultrasound was finished, I went to another employee, and when I asked her, she told me that I could pay for the ultrasound only, without the consultation fee.\n\n[Arabic]:\nتم الحضور لعمل سونار تكيسات وعند وصولي تم اخباري من قبل موظفة الاستقبال بضرورة دفع كشفيه 250 ريال للدخول على الدكتوره وبعد الانتهاء من السونار تم الذهاب لموظفة اخرى وعند سوالها تم اخباري من قبلها بامكاني دفع قيمة السونار فقط بدون مبلغ الكشفيه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-24T21:00:00Z", "due_at": "2022-09-27T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-24T21:00:00Z", "explanation_received_at": "2022-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30125744, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-09-25 00:00:00", "closed": null, "received": "2022-09-25 15:31:00", "resolved": "2022-10-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.841817", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0255", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 255 } } }, { "model": "complaints.complaint", "pk": "c310e3eb-6abc-46d6-a0b7-830818bc7a85", "fields": { "created_at": "2023-01-19T10:42:00Z", "updated_at": "2026-04-13T18:56:55.711Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0788", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the reception at Gate 3 and was treated unprofessionally and inappropriately by the receptionist. I waited for more than half an hour, and when I raised my concerns and inquiries, he responded unprofessionally.\n", "description": "I went to the reception at Gate 3 and was treated unprofessionally and inappropriately by the receptionist. I waited for more than half an hour, and when I raised my concerns and inquiries, he responded unprofessionally.\n\n\n[Arabic]:\nتم حضوري الى استقبال بوابه 3 وتم التعامل بشكل غير مهني واسلوب غير لائق من قبل موظف الاستقبال حيث ان تم\nالانتظار اكثر من نصف ساعة وعند طرح ملاحظتي واستفساري قام بالرد باسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-27T21:00:00Z", "due_at": "2023-01-21T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-28T21:00:00Z", "second_reminder_sent_at": "2023-01-29T21:00:00Z", "escalated_at": "2023-02-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118752, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.8.Inadequate reception service" }, "timeline": { "sent": "2023-01-28 00:00:00", "closed": "2023-02-05 00:00:00", "received": "2023-01-19 13:42:00", "resolved": null, "escalated": "2023-02-04 00:00:00", "first_reminder": "2023-01-29 00:00:00" }, "imported_at": "2026-04-13T21:56:55.706669", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0788", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 788 } } }, { "model": "complaints.complaint", "pk": "c3567f97-0215-4d5f-bb52-8bdf27889792", "fields": { "created_at": "2025-01-16T15:25:00Z", "updated_at": "2026-04-13T19:01:13.214Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3546", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Poor handling of the child's condition and insisting on discharge without considering her health", "description": "Poor handling of the child's condition and insisting on discharge without considering her health\n\n[Arabic]:\nسوء التعامل مع حالة الطفلة والإصرار على الخروج دون مراعاة صحتها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-18T15:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-16T15:25:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3546, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "c38be93a-b48f-4250-905f-c82e58333bfd", "fields": { "created_at": "2022-11-17T10:58:00Z", "updated_at": "2026-04-13T18:56:32.145Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12978-MARWA OSMAN ZAKI ", "expected_result": "", "reference_number": "CMP-2022-11-0553", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During every visit to the doctor, I was treated inappropriately. I was contacted by the inpatient department to come in on Friday, and after being admitted and taken to a ward, the doctor raised her voice at me, saying, \"Why did you come on my day off? I'm not going to deliver.\" After another doctor came in, I was told that delivery was necessary. Dr. Marwa didn't arrive until after the baby's head had emerged. The baby's oxygen levels dropped, and he swallowed stool. He was diagnosed and transf", "description": "During every visit to the doctor, I was treated inappropriately. I was contacted by the inpatient department to come in on Friday, and after being admitted and taken to a ward, the doctor raised her voice at me, saying, \"Why did you come on my day off? I'm not going to deliver.\" After another doctor came in, I was told that delivery was necessary. Dr. Marwa didn't arrive until after the baby's head had emerged. The baby's oxygen levels dropped, and he swallowed stool. He was diagnosed and transferred to the ICU. A day after being discharged, my baby vomited brown fluid and was admitted to the Security Forces Hospital for 10 days. He was diagnosed with acidosis, and his condition has not improved since.\n\n[Arabic]:\nفي كل زياره للدكتوره يتم التعامل معي بطريقة غير لائقة . تم التواصل معي من قبل قسم التنويم للحضور يوم الجمعه وتم الدخول والتحويل لغرفة التنويم وعند حضور الدكتوره تم رفع الصوت علي ويتم اخباري من قبلها ( لماذا حضرتي يوم اجازتي انا لن اقوم بعملية الولاده) وبعد دخول طبيبه اخرى تم اخباري بضرورة الولاده ولم تحضر الطبيبه مروى الاعند خروج راس الطفل تم نزول الاكسجين لدى الطفل وتم ابتلاع البراز كما تم تشخيصه وتم نقله للانعاش .علما بعد الخروج بيوم تم استفراغ طفلي لسائل بني وتم تنويم الطفل لمدة 10 ايام لدى مستشفى قوى الامن وتشخيصه بارتفاع حموضة الدم ولم تتحسن حالته حتى الان. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-16T21:00:00Z", "due_at": "2022-11-19T10:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-19T21:00:00Z", "second_reminder_sent_at": "2022-11-27T21:00:00Z", "escalated_at": "2022-11-29T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-11-16T21:00:00Z", "explanation_received_at": "2022-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209150, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-11-17 00:00:00", "closed": null, "received": "2022-11-17 13:58:00", "resolved": "2022-12-27 00:00:00", "escalated": "2022-11-30 00:00:00", "first_reminder": "2022-11-20 00:00:00" }, "imported_at": "2026-04-13T21:56:32.142980", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0553", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 553 } } }, { "model": "complaints.complaint", "pk": "c3a8e858-b45d-45a8-baef-c2573f7c7f5f", "fields": { "created_at": "2023-03-19T14:20:00Z", "updated_at": "2026-04-13T18:57:18.654Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2023-03-1037-B", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "I was present for childbirth on March 19, 2023. Dr. Duaa was summoned and informed us that she would attend. After waiting and great fatigue, Dr. Duaa was summoned again, but there was no response and she did not attend. I gave birth without any doctor.\n", "description": "I was present for childbirth on March 19, 2023. Dr. Duaa was summoned and informed us that she would attend. After waiting and great fatigue, Dr. Duaa was summoned again, but there was no response and she did not attend. I gave birth without any doctor.\n\n\n[Arabic]:\n تم حضوري للولادة بتاريخ 19 مارس 2023م حيث تم استدعاء الطبيبة دعاء وابلغتنا سيتم حضورها وبعد انتظار وتعب شديد تم استدعاء الطبيبة دعاء مرة اخرى ولم يتم الرد ولم يتم حضورها حيث تم ولادتي من غير اي طبيبة .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-19T21:00:00Z", "due_at": "2023-03-21T14:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-19T21:00:00Z", "explanation_received_at": "2023-03-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30243179, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.Delays", "classification": "4.3.7.Surgical intervention delay" }, "timeline": { "sent": "2023-03-20 00:00:00", "closed": null, "received": "2023-03-19 17:20:00", "resolved": "2023-04-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:18.649873", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1037-B", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1037 } } }, { "model": "complaints.complaint", "pk": "c3bc92cb-5b13-4409-934d-d1506bf09388", "fields": { "created_at": "2022-10-22T11:42:00Z", "updated_at": "2026-04-13T18:56:20.560Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0478", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter was not taken out when an X-ray was being done for a patient in the same room, despite being asked to leave the room in the emergency department.", "description": "My daughter was not taken out when an X-ray was being done for a patient in the same room, despite being asked to leave the room in the emergency department.\n\n[Arabic]:\nلم يتم اخراج ابنتي عند عمل اشعه لمريض في نفس الغرفة على الرغم من طلبهم بمغادرة الغرفة في قسم الطوارئ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": null, "location": 82, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-21T21:00:00Z", "due_at": "2022-10-24T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-21T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1718885, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.3.Skills and Conduct", "classification": "2.3.3.Inappropriate attendance" }, "timeline": { "sent": "2022-10-22 00:00:00", "closed": null, "received": "2022-10-22 14:42:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.554625", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0478", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 478 } } }, { "model": "complaints.complaint", "pk": "c3d8f3e0-7232-4531-a9ef-81a1aaebf1e6", "fields": { "created_at": "2023-02-12T16:16:00Z", "updated_at": "2026-04-13T18:57:06.201Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0889", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had a scheduled appointment for the lab, and the doctor requested pre-tests. When I went to the lab, I was late and waited for about an hour. The sample was taken incorrectly, and when I arrived for my appointment, I was told there was a problem with the previous sample. The appointment was postponed to take a new sample.\n", "description": "I had a scheduled appointment for the lab, and the doctor requested pre-tests. When I went to the lab, I was late and waited for about an hour. The sample was taken incorrectly, and when I arrived for my appointment, I was told there was a problem with the previous sample. The appointment was postponed to take a new sample.\n\n\n[Arabic]:\nتم حجز موعد تطهير لابني وطلب الدكتور تحاليل ماقبل التطهير . عندما ذهبت إلى المختبر، تأخرت بالدخول وانتظرت حوالي ساعة. وتم سحب العينة بطريقه خاطئه، وعندما وصلت في موعدي، أُبلغت بوجود مشكلة في العينة السابقة. حيث تم تأجيل الموعد لأخذ عينة جديدة.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-11T21:00:00Z", "due_at": "2023-02-14T16:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-11T21:00:00Z", "second_reminder_sent_at": "2023-02-12T21:00:00Z", "escalated_at": "2023-02-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-02-11T21:00:00Z", "explanation_received_at": "2023-03-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30251798, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2023-02-12 00:00:00", "closed": null, "received": "2023-02-12 19:16:00", "resolved": "2023-06-20 00:00:00", "escalated": "2023-02-23 00:00:00", "first_reminder": "2023-02-12 00:00:00" }, "imported_at": "2026-04-13T21:57:06.198019", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0889", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 889 } } }, { "model": "complaints.complaint", "pk": "c3eb77c6-0035-4920-b324-6c0014a0bf80", "fields": { "created_at": "2024-06-09T09:46:00Z", "updated_at": "2026-04-13T18:59:57.075Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2573", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A sick leave certificate was issued through the Sehhaty platform with an incorrect date of 03/06/2024. However, the patient was informed that the date was 04/06/2024, and a hard copy of the sick leave was received with the date 04/06/2024.", "description": "A sick leave certificate was issued through the Sehhaty platform with an incorrect date of 03/06/2024. However, the patient was informed that the date was 04/06/2024, and a hard copy of the sick leave was received with the date 04/06/2024.\n\n[Arabic]:\n تم إصدار اجازة مرضيه بتاريخ غير صحيح عبر منصة صحتي بتاريخ 3/6/2024 ولكن ماتم إفادة المراجع به هو تاريخ 4/6/2024 وتم إستلام اجازة ورقيه بتاريخ 4/6/2024 . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-08T21:00:00Z", "due_at": "2024-06-11T09:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-08T21:00:00Z", "explanation_received_at": "2024-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-10T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1145401, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-06-09 00:00:00", "closed": null, "received": "2024-06-09 12:46:00", "resolved": "2024-06-11 00:00:00", "escalated": null, "first_reminder": "2024-06-10 00:00:00" }, "imported_at": "2026-04-13T21:59:57.072207", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2573", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2573 } } }, { "model": "complaints.complaint", "pk": "c4001e66-916b-4aee-b17e-d799c5755a9b", "fields": { "created_at": "2023-01-04T13:58:00Z", "updated_at": "2026-04-13T18:56:54.556Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0754", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was refused treatment because the hospital lacked a liver specialist, and I was refused a referral report to another hospital.\n\nFurthermore, I was refused contact information for the doctors.", "description": "My father was refused treatment because the hospital lacked a liver specialist, and I was refused a referral report to another hospital.\n\nFurthermore, I was refused contact information for the doctors.\n\n[Arabic]:\n رفض علاج الوالد لعدم وجود تخصص الكبد في المستشفى وتم رفض اعطائي تقرير ليتم تحويله الى مستشفى اخر\nبالاضافة الى تم رفض اعطائي ارقام تواصل للاطباء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-03T21:00:00Z", "due_at": "2023-01-06T13:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-03T21:00:00Z", "explanation_received_at": "2023-01-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221945, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": ".2.Poor provider-patient communication" }, "timeline": { "sent": "2023-01-04 00:00:00", "closed": null, "received": "2023-01-04 16:58:00", "resolved": "2023-01-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.553817", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0754", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 754 } } }, { "model": "complaints.complaint", "pk": "c4026213-83f4-411f-b8bd-e782b7746a55", "fields": { "created_at": "2025-07-08T18:45:00Z", "updated_at": "2026-04-13T19:02:22.964Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم عمليات الولادة ", "expected_result": "", "reference_number": "CMP-2025-07-4435", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient requested an early epidural and was informed it would be given at 3–4 cm dilation. However, despite having strong and regular contractions, the procedure was delayed. By the time the anesthesiologist arrived, dilation had reached 6 cm. The epidural was administered after delivery, resulting in the patient experiencing full labor pain without any benefit from the anesthesia.", "description": "The patient requested an early epidural and was informed it would be given at 3–4 cm dilation. However, despite having strong and regular contractions, the procedure was delayed. By the time the anesthesiologist arrived, dilation had reached 6 cm. The epidural was administered after delivery, resulting in the patient experiencing full labor pain without any benefit from the anesthesia.\n\n[Arabic]:\nالمريضة طلبت إبرة الظهر مبكرًا، وتم إبلاغها أنها ستُعطى عند توسع 3-4 سم، لكن تم تأخيرها رغم وجود طلق قوي. وعند وصول طبيب التخدير كان التوسع 6 سم، وتم إعطاء الإبرة بعد الولادة، مما جعلها تشعر بكامل الألم دون استفادة من التخدير.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-10T18:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-08T18:45:00Z", "explanation_received_at": "2025-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4435, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "c40ff0b7-5357-44b4-861c-9bd242c37b38", "fields": { "created_at": "2023-01-16T16:43:00Z", "updated_at": "2026-04-13T18:56:55.188Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0775", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Incorrect test codes were uploaded by a Kamleen employee after a two-hour wait, and I was informed of this by Al-Basteen Company after contacting them. I went back on Friday night to pick up the milk. I went to Shukrat and they told me to go to the pharmacy; they wouldn't deliver the milk. After going to the pharmacy, the pharmacist told me that the milk was unavailable and to check the reports and then the approvals. I went to the reports department and then to the medical approvals department ", "description": "Incorrect test codes were uploaded by a Kamleen employee after a two-hour wait, and I was informed of this by Al-Basteen Company after contacting them. I went back on Friday night to pick up the milk. I went to Shukrat and they told me to go to the pharmacy; they wouldn't deliver the milk. After going to the pharmacy, the pharmacist told me that the milk was unavailable and to check the reports and then the approvals. I went to the reports department and then to the medical approvals department to request a referral. The employee confidently told me there was no referral available and to go directly to the pharmacy. After confirmation When I asked the employee about the importance of the transfer request, she confidently replied that there was no need. After leaving the hospital and heading to the clinic, and after waiting for an hour for approval from the insurance company, they simply replied that they needed a transfer request. After eight attempts to contact the approvals department, there was no response; no one answered.\n\n\n\n[Arabic]:\nتم رفع اكواد تحاليل خاطئة من قبل موظفه الكاملين بعد انتظار ساعتين وتم ابلاغي بذلك من قبل شركة البسيطين بعد الاتصال عليهم راجعت يوم الجمعه في الليل لاستلام الحليب ذهبت الي شكرات وبلغني ان اتوجه للصيدليه لا تسلم الحليب وبعد توجهي للصيدليه ابلغني الصيدلي ان الحليب غير متوفر راجع التقارير وبعدها الموافقات ورحت التقارير وبعد ذهابي للموافقات الطبيه لطلب تحويل ابلغتني الموظفه بكل ثقه لا يوجد تحويل اذهب الى الصيدليه مباشره وبعد التاكيد لى الموظفه عن اهميت طلب التحويل جاوبت بكل ثقه لا داعي للتحويل وبعد خروجي من المستشفى و التوجه كههداليه وبعد انظار ساعه وانا في انتظار الموافقه من التامين ارسل رد انه بحاجه الى طلب التحويل بكل بساطه وبعد ٨ محاولات بالاتصال على قسم الموافقات دون اي استجابه ما في احد يرد", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-15T21:00:00Z", "due_at": "2023-01-18T16:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-15T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30163534, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": ".1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-16 00:00:00", "closed": "2023-01-16 00:00:00", "received": "2023-01-16 19:43:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.185474", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0775", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 775 } } }, { "model": "complaints.complaint", "pk": "c41c6ef2-06ae-4d1a-a9da-f98387623bfe", "fields": { "created_at": "2024-11-23T19:20:00Z", "updated_at": "2026-04-13T19:00:50.435Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3208", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother was given the wrong diabetes medication. The doctor prescribed 60 mg, but the pharmacist gave her 30 mg. This is a mistake in her diabetes treatment. I don't have the pharmacist's name, but I've attached his employee number: 90729. Please advise.", "description": "My mother was given the wrong diabetes medication. The doctor prescribed 60 mg, but the pharmacist gave her 30 mg. This is a mistake in her diabetes treatment. I don't have the pharmacist's name, but I've attached his employee number: 90729. Please advise.\n\n[Arabic]:\nتم صرف ادوية سكر غير صحيحه للوالدة الدكتور كاتب لها mg٦٠ والصيدلي اعطاها mg30 وهذا يعتبر خطأ\nفي علاج السكر للمريضة لا يوجد لدي اسم الصيدلي لكن ارفق لكم رقمه الوظيفي ٩٠٧٢٩, ارجو الافادة..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "23af36a6-3050-4fe4-bb30-d5d61abccb7a", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-23T21:00:00Z", "due_at": "2024-11-25T19:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-24T21:00:00Z", "second_reminder_sent_at": "2024-11-25T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-23T21:00:00Z", "explanation_received_at": "2024-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30020787, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.2.Dispensing errors" }, "timeline": { "sent": "2024-11-24 00:00:00", "closed": null, "received": "2024-11-23 22:20:00", "resolved": "2024-11-28 00:00:00", "escalated": null, "first_reminder": "2024-11-25 00:00:00" }, "imported_at": "2026-04-13T22:00:50.431491", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3208", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 3208 } } }, { "model": "complaints.complaint", "pk": "c42d0c86-2c76-4c4e-bfc7-1f84937ef306", "fields": { "created_at": "2023-03-25T11:43:00Z", "updated_at": "2026-04-13T18:57:19.241Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1093", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Saturday, March 25, 2023, the doctor used my stomach and chest to lean on throughout the X-ray procedure. In addition, when I asked him to have the nurse come to remove the gel after the procedure was completed, he refused and said, \"There is no need, you wipe off the gel yourself.\"", "description": "On Saturday, March 25, 2023, the doctor used my stomach and chest to lean on throughout the X-ray procedure. In addition, when I asked him to have the nurse come to remove the gel after the procedure was completed, he refused and said, \"There is no need, you wipe off the gel yourself.\"\n\n[Arabic]:\nقام الطبيب يوم السبت 25 مارس 2023 م باستعمال بطني وصدري للاتكاء عليها طوال عملية أخذ الاشعة، بالاضافة انه عندما طلبت منه حضور الممرضه لازالة الجل بعد الانتهاء من الاجراء تم الرفض وقال (مافي داعي انت امسح الجل بنفسك ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-24T21:00:00Z", "due_at": "2023-03-27T11:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-24T21:00:00Z", "explanation_received_at": "2023-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1539287, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.Skills and \nConduct", "classification": "1.3.4.Insensitive to patient needs" }, "timeline": { "sent": "2023-03-25 00:00:00", "closed": null, "received": "2023-03-25 14:43:00", "resolved": "2023-03-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.235023", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1093", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 1093 } } }, { "model": "complaints.complaint", "pk": "c46d5aca-0460-4f4f-9932-d64c9ca2b0d7", "fields": { "created_at": "2023-10-11T17:27:00Z", "updated_at": "2026-04-13T18:58:30.216Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1702", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An endoscopic colonoscopy was performed, and the service was provided in an incomplete manner.", "description": "An endoscopic colonoscopy was performed, and the service was provided in an incomplete manner.\n\n[Arabic]:\nتم اجراء عملية بالمنظار في القولون وتم تقديم الخدمه بطريقه ناقصه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T17:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30028959, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 20:27:00", "resolved": "2023-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.213785", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1702", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1702 } } }, { "model": "complaints.complaint", "pk": "c4858e3f-b64c-4537-80f3-ec9dba35029a", "fields": { "created_at": "2024-06-24T08:49:00Z", "updated_at": "2026-04-13T18:59:57.733Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-06-2606", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I arrived at the pharmacy, I took a number and noticed that the queue was moving very slowly, so I sat down and waited while using my phone.\n\nWhen my number was called, I got up and walked to the counter; however, due to back pain, I was moving a bit slowly. By the time I reached the counter, another number had already been called. I explained to the pharmacist that I had not noticed immediately and that my back pain caused the delay.\n\nHer manner was unprofessional. She responded in a sharp", "description": "When I arrived at the pharmacy, I took a number and noticed that the queue was moving very slowly, so I sat down and waited while using my phone.\n\nWhen my number was called, I got up and walked to the counter; however, due to back pain, I was moving a bit slowly. By the time I reached the counter, another number had already been called. I explained to the pharmacist that I had not noticed immediately and that my back pain caused the delay.\n\nHer manner was unprofessional. She responded in a sharp tone, essentially saying that she had already called the next number and that the other person arrived on time, while I was on my phone. She spoke harshly and ended the conversation by stating that she would serve the person after me first.\n\nAt that point, it became clear that discussing the matter with her would not be productive, so I immediately went to the Patient Relations office.\n\n[Arabic]:\nعند حضوري للصيدلية اخذت رقم وكان الدور يمشي ببطىء عالي بالتالي قعدت على الجوال انتظر، ولمن جاء دوري قمت للشباك لكن بسبب ألم في ظهري صرت بطيئة شوي، يوم وصلت كان موجود رقم ثاني وكلمتها اني ماانتبهت وعندي الم بظهري خلاني اجي متأخر، كان اسلوبها غير احترافي وتقولي بما معنى الكلام خلاص ناديت الثاني وجاء على وقته انتي كنتي على الجوال !!!! وكانت تتكلم بطريقه حاده وانهت كلامها بخلص اللي جاء بعدك اول لذلك تبين لي وفهمت انه لا يمكن النقاش معها وتوجهت على الفور لمكتب علاقات المرضى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-25T21:00:00Z", "due_at": "2024-06-26T08:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-28T21:00:00Z", "second_reminder_sent_at": "2024-07-03T21:00:00Z", "escalated_at": "2024-07-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-06-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30059566, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-06-26 00:00:00", "closed": null, "received": "2024-06-24 11:49:00", "resolved": null, "escalated": "2024-07-06 00:00:00", "first_reminder": "2024-06-29 00:00:00" }, "imported_at": "2026-04-13T21:59:57.725384", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2606", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2606 } } }, { "model": "complaints.complaint", "pk": "c4926b1f-1a57-4ec5-8b7d-8f7b69df75f8", "fields": { "created_at": "2025-02-09T15:18:00Z", "updated_at": "2026-04-13T19:01:24.507Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عهود من قسم الموافقات الطبية ", "expected_result": "", "reference_number": "CMP-2025-02-3691", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "poor attitude with patient and did not provide services as well", "description": "poor attitude with patient and did not provide services as well\n\n[Arabic]:\nالموظفة لم تقم بخدمة المريض بالشكل المطلوب و أخلاق سيئة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-11T15:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-09T15:18:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3691, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c49d4763-0a2c-4266-8871-0013b1036dbb", "fields": { "created_at": "2023-01-19T06:56:00Z", "updated_at": "2026-04-13T18:56:55.503Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0787", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at 7 AM and fasted as agreed upon with the doctor. The procedure was scheduled for 9 AM to 4 PM. I was taken to the room, prepared, and the injection was administered. I waited until 4 PM.\nAfter that,\nwe were asked to contact the head of the inpatient department, Hawas, but no explanation was given. He informed us that there was no appointment available, that my name was not on the operating schedule, and that there was no specific appointment. He did not explain why, despite all the p", "description": "I arrived at 7 AM and fasted as agreed upon with the doctor. The procedure was scheduled for 9 AM to 4 PM. I was taken to the room, prepared, and the injection was administered. I waited until 4 PM.\nAfter that,\nwe were asked to contact the head of the inpatient department, Hawas, but no explanation was given. He informed us that there was no appointment available, that my name was not on the operating schedule, and that there was no specific appointment. He did not explain why, despite all the procedures that had been followed at the time of arrival.\n\n\n[Arabic]:\nتم الحضور الساعه 7 صباحا حيث تم الصيام كما هو متفق عليھ من من قبل الدكتور معنا لاجراء العملية في تمام\nالساعھ 9 حتى الساعه 4 مساء وتم ادخالي للغرفة وتجهيزي وتم وضع الابرة وتم الانتظار حتى الساعه الرابعه بعد ذلك\nتم طلب التواصل مع مدير قسم التنويم حواس ولم يتم التوضيح لنا حيث تم اخبارنا من قبله بعدم وجود موعد وعدم\nادراج اسمي في جدول العمليات وليس هناك موعد محدد ولم يتم توضيح سبب ذلك رغم كل الاجراءات التي تم عملها\nوقت الحضور ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-18T21:00:00Z", "due_at": "2023-01-21T06:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-18T21:00:00Z", "explanation_received_at": "2023-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1462560, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "4.2.Patient \nDisposition ( final plan)", "classification": "5.1.3.Not involving patient in clinical decisions" }, "timeline": { "sent": "2023-01-19 00:00:00", "closed": null, "received": "2023-01-19 09:56:00", "resolved": "2023-02-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.493821", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0787", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 787 } } }, { "model": "complaints.complaint", "pk": "c4b64cf2-1559-45c9-b966-d9ae492febf1", "fields": { "created_at": "2022-12-18T07:50:00Z", "updated_at": "2026-04-13T18:56:44.856Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2022-12-0668", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 11, 2022: 1- The doctor scheduled the appointment for 8 AM, but it didn't take place until 3 PM. 2- She didn't undergo a pregnancy test until the procedure, which delayed the operation. 3- She was informed that she was a registered patient for the operation, and you entered the operating room. The doctor was there, and you asked her why he was there. She told us beforehand; I thought I had informed you about the doctor's presence.", "description": "On December 11, 2022: 1- The doctor scheduled the appointment for 8 AM, but it didn't take place until 3 PM. 2- She didn't undergo a pregnancy test until the procedure, which delayed the operation. 3- She was informed that she was a registered patient for the operation, and you entered the operating room. The doctor was there, and you asked her why he was there. She told us beforehand; I thought I had informed you about the doctor's presence.\n\n[Arabic]:\n بتاريخ 11 ديسمبر 2022م 1 -تم تحديد العملية الساعه 8 صباحا من قبل الدكتورة ولم تجري الا عند الساعة 3 مساءا 2 -لم تقم الطبيبه بطلب عمل \n تحليل الحمل الا عند اجراء العملية مما تسبب في تاخير بالعملية 3-تم اخبارنا انها هي من ستقوم بالعملية وعند دخول غرفة العمليات يتم دخول دكتور وعند سؤالها لماذا حضر الدكتور تم اخبارنا من قبلها كنت اعتقد باني ابلغتك عن وجود الدكتور. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-20T07:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30139794, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-18 10:50:00", "resolved": "2023-01-07 00:00:00", "escalated": null, "first_reminder": "2022-12-18 00:00:00" }, "imported_at": "2026-04-13T21:56:44.851993", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0668", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 668 } } }, { "model": "complaints.complaint", "pk": "c4b75a94-a612-4e2e-91c5-89e967f70944", "fields": { "created_at": "2024-04-28T10:24:00Z", "updated_at": "2026-04-13T18:59:38.083Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2407", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The thermostat is not working and the child's temperature was high when you measured it with another device.", "description": "The thermostat is not working and the child's temperature was high when you measured it with another device.\n\n[Arabic]:\nthermostat لا يعمل وقد كانت درجة حرارة الطفل مرتفعة عندما قمت بقياسها بجهاز آخر.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-27T21:00:00Z", "due_at": "2024-04-30T10:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-29T21:00:00Z", "second_reminder_sent_at": "2024-04-29T21:00:00Z", "escalated_at": "2024-04-30T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-27T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307760, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-04-28 00:00:00", "closed": null, "received": "2024-04-28 13:24:00", "resolved": "2024-05-09 00:00:00", "escalated": "2024-05-01 00:00:00", "first_reminder": "2024-04-30 00:00:00" }, "imported_at": "2026-04-13T21:59:38.074622", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2407", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 2407 } } }, { "model": "complaints.complaint", "pk": "c4ffc419-1b7c-4bd3-8d07-e83502bcc780", "fields": { "created_at": "2025-01-01T17:28:00Z", "updated_at": "2026-04-13T19:01:10.870Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3446", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The transfer of the case to be covered by the Ministry of Health has been rejected, and no action will be taken unless a financial payment is made", "description": "The transfer of the case to be covered by the Ministry of Health has been rejected, and no action will be taken unless a financial payment is made\n\n[Arabic]:\nتم رفض تحويل الحالة على حساب وزارة الصحة، ورفض اتخاذ أي إجراء إلا بمقابل مالي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-03T17:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-01T17:28:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3446, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "c52f0529-fe43-4c19-881e-a856a280d193", "fields": { "created_at": "2023-11-13T09:11:00Z", "updated_at": "2026-04-13T18:58:43.060Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1840", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor misdiagnosed me with a procedure requiring hospitalization, but then stated it wasn't necessary. Based on this diagnosis, I was admitted for one day and paid 6000. After the procedure was canceled, 3021 was refunded, leaving a balance of 2979. We request a refund of the remaining amount.", "description": "The doctor misdiagnosed me with a procedure requiring hospitalization, but then stated it wasn't necessary. Based on this diagnosis, I was admitted for one day and paid 6000. After the procedure was canceled, 3021 was refunded, leaving a balance of 2979. We request a refund of the remaining amount.\n\n[Arabic]:\nخطا تشخيص من الطبيب باجراء عملية ويتتطلب تنويم وبذلك افاد انه لا يحتاج وبناءا على التشخيص الطبيب تم تنويم المدة يوم وتم الدفع 6000 وبعد الغاء العملية تم ارجاع المبلغ 3021 وتبقى 2979 نرجوا ارجاع المتبقى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-12T21:00:00Z", "due_at": "2023-11-15T09:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-13T21:00:00Z", "second_reminder_sent_at": "2023-11-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-12T21:00:00Z", "explanation_received_at": "2023-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30165259, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-11-13 00:00:00", "closed": null, "received": "2023-11-13 12:11:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": "2023-11-14 00:00:00" }, "imported_at": "2026-04-13T21:58:43.056694", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1840", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 1840 } } }, { "model": "complaints.complaint", "pk": "c5365d81-b2e8-4839-9d60-651d06d67e67", "fields": { "created_at": "2025-10-25T13:47:00Z", "updated_at": "2026-04-13T19:03:03.335Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5150", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تم حضوري عن طريق الطوارى وتم اخذ مبلغ الكشقية مني , وعند الزيارة والمتابعة ايضا ابلغني انة يجب دفع المبلغ من جديد للكشفية", "description": "تم حضوري عن طريق الطوارى وتم اخذ مبلغ الكشقية مني , وعند الزيارة والمتابعة ايضا ابلغني انة يجب دفع المبلغ من جديد للكشفية", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-27T13:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-25T13:47:00Z", "explanation_received_at": "2025-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5150, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c553f50a-9ece-4b4b-bc94-26e7d6bb3516", "fields": { "created_at": "2025-03-03T16:07:00Z", "updated_at": "2026-04-13T19:01:34.668Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3849", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "a patient affiliated with the Rahma Association coverage/approval was suspended, and they were asked to pay in cash for the cost of the X-rays and procedures .", "description": "a patient affiliated with the Rahma Association coverage/approval was suspended, and they were asked to pay in cash for the cost of the X-rays and procedures .\n\n[Arabic]:\nتم ايقاف تعميد مريض تابع لجمعية رحماء و مطالبة بدفع كاش قيمة اشعة واجراءات تم عملها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-05T16:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-03T16:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3849, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "c55448a7-37eb-49f7-a415-37e087db74a4", "fields": { "created_at": "2025-10-12T18:34:00Z", "updated_at": "2026-04-13T19:03:01.141Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5075", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It was reported that a nurse entered the male patient’s room at 4:00 AM while he was showering and unclothed in the bathroom.\nAccording to the patient’s statement, the nurse did not deny the incident when asked.", "description": "It was reported that a nurse entered the male patient’s room at 4:00 AM while he was showering and unclothed in the bathroom.\nAccording to the patient’s statement, the nurse did not deny the incident when asked.\n\n[Arabic]:\nأُفيدَ أن ممرضةً دخلت غرفةَ المريض الساعةَ الرابعةَ فجرًا بينما كان يستحمُّ عاريًا في الحمام. ووفقًا لإفادةِ المريض، لم تُنكر الممرضةُ الحادثةَ عند سؤالها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 159, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-14T18:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-12T18:34:00Z", "explanation_received_at": "2025-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5075, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c5546682-5a23-46c2-9337-20e872b786df", "fields": { "created_at": "2025-06-12T13:59:00Z", "updated_at": "2026-04-13T19:02:10.215Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادة الباطنية -يوسف نمراوي", "expected_result": "", "reference_number": "CMP-2025-06-4289", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor because I was suffering from a health problem and told him how I was feeling. I had reports proving that I was suffering from \"third-degree hemorrhoids,\" which was why I had come to the internal medicine department, not just for painkillers.\nBut the doctor said to me in a loud voice, \"If you don't like it, don't come again.\" He didn't treat me with respect, but spoke to me in a provocative manner. He didn't listen to me, and he just gave me a painkiller!\nHonestly, this was t", "description": "I went to the doctor because I was suffering from a health problem and told him how I was feeling. I had reports proving that I was suffering from \"third-degree hemorrhoids,\" which was why I had come to the internal medicine department, not just for painkillers.\nBut the doctor said to me in a loud voice, \"If you don't like it, don't come again.\" He didn't treat me with respect, but spoke to me in a provocative manner. He didn't listen to me, and he just gave me a painkiller!\nHonestly, this was the first time I'd been seen by him, and he gave me uncomfortable looks. I've never experienced such treatment in any hospital in my life.\nPlease take appropriate action, and I won't return to this doctor again.\n\n[Arabic]:\nأنا راجعت الطبيب لأني كنت أعاني من مشكلة صحية وبلغته بما أشعر به، وكان عندي تقارير تثبت أني أعاني من \"بواسير من الدرجة الثالثة\"، ولهذا السبب جئت للباطنية، وليس فقط من أجل مسكنات لتخفيف الألم.\nلكن الطبيب قال لي بصوت عالٍ: \"إذا ما عجبك، لا تجي المرة الثانية\"، ولم يتعامل معي باحترام، بل تحدث معي بطريقة استفزازية، ولم يسمع مني، فقط أعطاني مسكنًا!\nبصراحة، هذه أول مرة أدخل عليه، وأعطاني نظرات غير مريحة. أنا لم أرَ في حياتي تعاملًا بهذا الأسلوب في أي مستشفى.\nأرجو اتخاذ الإجراء المناسب، ولن أعود لهذا الطبيب مرة أخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-14T13:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-12T13:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4289, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "c559d223-cf0c-45bf-acce-4eadf2d85bf9", "fields": { "created_at": "2023-05-06T18:00:00Z", "updated_at": "2026-04-13T18:57:38.752Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Azza Bashir ", "expected_result": "", "reference_number": "CMP-2023-05-1214", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "I was admitted for delivery on March 20, 2023. After finishing the delivery, the doctor stated, \"I'm not sure if there is still part of the placenta; I tried but couldn’t get it out. Dr. Ghada will come to you.\" I waited from 2 PM to 5 PM in the delivery room for her. Afterward, an ultrasound was performed, which revealed remnants of the placenta. I was given an injection to help expel the placenta, and after three hours, another ultrasound was done, indicating that a surgical procedure (cleansi", "description": "I was admitted for delivery on March 20, 2023. After finishing the delivery, the doctor stated, \"I'm not sure if there is still part of the placenta; I tried but couldn’t get it out. Dr. Ghada will come to you.\" I waited from 2 PM to 5 PM in the delivery room for her. Afterward, an ultrasound was performed, which revealed remnants of the placenta. I was given an injection to help expel the placenta, and after three hours, another ultrasound was done, indicating that a surgical procedure (cleansing) was necessary. After the procedure, the doctor informed my husband that it was completed and there were no remnants.\n\nTen days later, I visited the doctor in the clinic due to abdominal pain, and the doctor requested another ultrasound. After it was conducted with Dr. Ghada, she informed me that there was only a collection of blood. However, after seeking a second opinion at other hospitals, it was revealed that remnants of the placenta were present, and there are reports to confirm this.\n\n[Arabic]:\nتم التنويم ( حالة ولادة ) بتاريخ 20 مارس 2023 ، وبعد الانتهاء من الولادة افادة الدكتوره ( انا شاكة انه باقي جزء من المشمية حاولت وماقدرت اطلعها بتجيك الدكتوره غادة) وتم انتظارها من الساعة 2 - 5 وانا في غرفة الولادة وبعدها تم اجراء السونار واتضح وجود بقايا للمشمية ، وتم اعطائي ابره لتنزيل المشمية وبعد ثلاث ساعات تم اجراء سونار مره اخرى وانه لابد من اجراء العملية ( تناظيف ) وبعد اجراها افادت الدكتوره زوجي انه تم اجراءها ولايوجد بقايا ، وبعد عشر ايام قمت بزيارة الدكتوره بالعيادة لوجود الم في البطن وتم طلب سونار من الدكتوره وبعد اجراءه مع الدكتوره غادة افادة انه تجمع دموي فقط وبعد اخذ راي طبي اخر في مستشفيات اخرى اتضح وجود بقايا المشمية وهناك تقاريرتثبت ذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-08T21:00:00Z", "due_at": "2023-05-08T18:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-08T21:00:00Z", "explanation_received_at": "2023-05-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-06-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1339136, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-05-09 00:00:00", "closed": "2023-06-06 00:00:00", "received": "2023-05-06 21:00:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.746203", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1214", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1214 } } }, { "model": "complaints.complaint", "pk": "c5692189-450d-43c6-a920-d5f41a697eb0", "fields": { "created_at": "2024-12-21T11:04:00Z", "updated_at": "2026-04-13T19:01:01.748Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3395", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the patient admitted on Thursday and after surgery the patient asked for food , nursing did not give the patient any meal until Friday 11 am and said she have to pay for a meal ", "description": "the patient admitted on Thursday and after surgery the patient asked for food , nursing did not give the patient any meal until Friday 11 am and said she have to pay for a meal \n\n[Arabic]:\nتم إدخال المريضة إلى المستشفى يوم الخميس، وبعد الجراحة طلبت الطعام، لكن التمريض لم يقدم لها أي وجبة حتى الساعة الحادية عشرة من صباح يوم الجمعة، وأخبروها أنها يجب أن تدفع ثمن الوجبة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-20T21:00:00Z", "due_at": "2024-12-23T11:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-20T21:00:00Z", "explanation_received_at": "2024-12-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-21T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 2438936532, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Environment", "classification": "Poor Food service" }, "timeline": { "sent": "2024-12-21 00:00:00", "closed": null, "received": "2024-12-21 14:04:00", "resolved": "2024-12-22 00:00:00", "escalated": null, "first_reminder": "2024-12-22 00:00:00" }, "imported_at": "2026-04-13T22:01:01.737130", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3395", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 3395 } } }, { "model": "complaints.complaint", "pk": "c5cfd581-e6c3-4aea-9c1b-f60790ebc8a3", "fields": { "created_at": "2022-09-27T07:41:00Z", "updated_at": "2026-04-13T18:56:08.628Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. FAHAD ALDOSARY", "expected_result": "", "reference_number": "CMP-2022-09-0259", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "On September 25, 2022, I went to Dr. Fahd Al-Dossari’s clinic. My appointment was at 7 pm. The clinic door was opened, and I told the doctor that my appointment was now, but I was completely ignored and no one responded to me. Another patient was called, and the door was closed without responding to me.", "description": "On September 25, 2022, I went to Dr. Fahd Al-Dossari’s clinic. My appointment was at 7 pm. The clinic door was opened, and I told the doctor that my appointment was now, but I was completely ignored and no one responded to me. Another patient was called, and the door was closed without responding to me.\n\n[Arabic]:\nتم حضوري بتاريخ 25 سبتمبر 2022م الى عيادة الطبيب فهد الدوسري وكان موعدي الساعة 7 مساء تم فتح باب العياده فاخبرت الطبيب بأن موعدي الان فتم تجاهلي تماما ولم يتم الرد علي وتم مناداة مريضة اخرى وتم اغلاق الباب دون الرد علي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T07:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-30T21:00:00Z", "second_reminder_sent_at": "2022-10-01T21:00:00Z", "escalated_at": "2022-10-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-10-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30100164, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": "2022-10-10 00:00:00", "received": "2022-09-27 10:41:00", "resolved": null, "escalated": "2022-10-03 00:00:00", "first_reminder": "2022-10-01 00:00:00" }, "imported_at": "2026-04-13T21:56:08.623959", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0259", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 259 } } }, { "model": "complaints.complaint", "pk": "c5d47de9-3d5c-422b-80e6-5dcd4f017dd7", "fields": { "created_at": "2025-10-28T06:28:00Z", "updated_at": "2026-04-13T19:03:03.720Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5168", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "يرغب في تمديد الاجازه تمت الافاده لايتم اضافتها الا عند حضوره و برسوم كشف ", "description": "يرغب في تمديد الاجازه تمت الافاده لايتم اضافتها الا عند حضوره و برسوم كشف ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 223, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T06:28:00Z", "explanation_received_at": "2025-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5168, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c5d4e7e4-d3b2-41bb-b143-8ea3aa5f64c4", "fields": { "created_at": "2025-02-05T19:31:00Z", "updated_at": "2026-04-13T19:01:23.718Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3662", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Inappropriate behavior from one of the emergency doctors, who shouted while entering the emergency room, showing no consideration for the patients.", "description": "Inappropriate behavior from one of the emergency doctors, who shouted while entering the emergency room, showing no consideration for the patients.\n\n[Arabic]:\n سلوك غير لائق من أحد أطباء الطوارئ، حيث صرخ في أثناء دخوله غرفة الطوارئ دون مراعاة للمرضى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-07T19:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-05T19:31:00Z", "explanation_received_at": "2025-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3662, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c5fe7572-bec6-4e95-abd2-79e5c70ded9a", "fields": { "created_at": "2022-11-07T15:43:00Z", "updated_at": "2026-04-13T18:56:30.925Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0510", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "It is a set of Physiotherapy sessions by the doctor, where only four sessions were given and six sessions were decided for me.", "description": "It is a set of Physiotherapy sessions by the doctor, where only four sessions were given and six sessions were decided for me.\n\n[Arabic]:\nتم طلب جلسات علاج طبيعي من قبل الطبيب حيث تم اعطائي اربع جلسات فقط والمقرر لي ست جلسات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-06T21:00:00Z", "due_at": "2022-11-09T15:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-06T21:00:00Z", "explanation_received_at": "2022-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1443739, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-07 00:00:00", "closed": null, "received": "2022-11-07 18:43:00", "resolved": "2022-11-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.922078", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0510", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 510 } } }, { "model": "complaints.complaint", "pk": "c61f0821-c879-4cd6-987e-9ff5bfab9be3", "fields": { "created_at": "2025-02-26T14:15:00Z", "updated_at": "2026-04-13T19:01:26.134Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3808", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived to see the doctor, but there was no response from her, and the approach was unprofessional. I was greeted in a way that made me feel unwelcome, even though I had waited at the clinic and there were no other patients inside.", "description": "I arrived to see the doctor, but there was no response from her, and the approach was unprofessional. I was greeted in a way that made me feel unwelcome, even though I had waited at the clinic and there were no other patients inside.\n\n[Arabic]:\nتم الحضور لدى الكتوره ولم يتم التجاوب من قبلها واسلوب غير مهني حيث تم استقبالي بطريقه ( وكاني غير مرحب بي ) علماً بإن انتظرت لدى العياده ولايوجد مريض بالداخل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-28T14:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-26T14:15:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3808, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c6206d9c-8c60-40e7-baa6-87771db1ab23", "fields": { "created_at": "2025-05-12T08:12:00Z", "updated_at": "2026-04-13T19:01:58.495Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. فرحان ", "expected_result": "", "reference_number": "CMP-2025-05-4146", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor due to mild pain in the tooth, and it was found to be related to the nerve. The pain was treated correctly, and after the nerve treatment, I was referred to Dr. Omar for a crown. The pain is still present. After two follow-up visits, it was suggested that the tooth should be extracted and replaced with an implant, which I find unconvincing. Dr. Farhan did not inform me that a crown would be necessary, otherwise, I would not have done anything with him. Since then, the pain h", "description": "I visited the doctor due to mild pain in the tooth, and it was found to be related to the nerve. The pain was treated correctly, and after the nerve treatment, I was referred to Dr. Omar for a crown. The pain is still present. After two follow-up visits, it was suggested that the tooth should be extracted and replaced with an implant, which I find unconvincing. Dr. Farhan did not inform me that a crown would be necessary, otherwise, I would not have done anything with him. Since then, the pain has continued, and he did not inform me about what could happen after the nerve treatment. I am still experiencing pain and no one has told me what to expect. Please consider this complaint and look for a solution to my issue\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T08:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T08:12:00Z", "explanation_received_at": "2025-05-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4146, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "c68d15c5-2005-4cd3-8ea1-c4821e5ab893", "fields": { "created_at": "2022-12-27T12:40:00Z", "updated_at": "2026-04-13T18:56:46.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0725", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The leave request was not submitted by the reporting department.", "description": "The leave request was not submitted by the reporting department.\n\n[Arabic]:\nلم يتم رفع الاجازه من قبل قسم التقارير . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-26T21:00:00Z", "due_at": "2022-12-29T12:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-26T21:00:00Z", "explanation_received_at": "2022-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30182531, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-12-27 00:00:00", "closed": null, "received": "2022-12-27 15:40:00", "resolved": "2022-12-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.080509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0725", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 725 } } }, { "model": "complaints.complaint", "pk": "c69077d7-bdec-4adc-9b37-ec1199a17755", "fields": { "created_at": "2025-02-24T13:19:00Z", "updated_at": "2026-04-13T19:01:25.914Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "هناء سنبل ", "expected_result": "", "reference_number": "CMP-2025-02-3794", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Conflicting instructions for the ultrasound between Dr. Hanan and Dr. Ghada.", "description": "Conflicting instructions for the ultrasound between Dr. Hanan and Dr. Ghada.\n\n[Arabic]:\nاختلاف التعليمات للسونار بين الدكتوره هناء ود.غاده", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-26T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-24T13:19:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3794, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c6b6ba27-7925-4673-88da-990849ef0705", "fields": { "created_at": "2025-10-02T12:21:00Z", "updated_at": "2026-04-13T19:02:59.613Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4994", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The case was classified as an emergency (abscess), and the patient was brought to the emergency department, but was refused admission and directed to the clinics, despite the need for a quick examination.", "description": "The case was classified as an emergency (abscess), and the patient was brought to the emergency department, but was refused admission and directed to the clinics, despite the need for a quick examination.\n\n[Arabic]:\nتم تصنيف الحالة كطارئة (خراج)، وتم الحضور إلى قسم الطوارئ، إلا أنه تم رفض استقبالها وتوجيهها إلى العيادات، رغم حاجتها إلى فحص سريع.\"", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-04T12:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-10-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-02T12:21:00Z", "explanation_received_at": "2025-10-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4994, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c6d5dc21-d42c-4ee0-a6d5-351f652afa6b", "fields": { "created_at": "2022-12-10T17:24:00Z", "updated_at": "2026-04-13T18:56:43.201Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED MUNEER KHAN", "expected_result": "", "reference_number": "CMP-2022-12-0631", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had surgery on my right shoulder on October 23rd. And I visited the doctor on November 3, and he asked for another surgery. On the 19th of November, I visited the doctor, as he requested, and he asked me to do physical therapy, and to wait for the results if he needed surgery or not. There is no explanation from the reasons by the doctor.", "description": "I had surgery on my right shoulder on October 23rd. And I visited the doctor on November 3, and he asked for another surgery. On the 19th of November, I visited the doctor, as he requested, and he asked me to do physical therapy, and to wait for the results if he needed surgery or not. There is no explanation from the reasons by the doctor.\n\n[Arabic]:\nأجريتُ عملية جراحية في كتفي الأيمن في 23 أكتوبر. وزرتُ الطبيب في 3 نوفمبر، فطلب مني إجراء عملية أخرى. وفي 19 نوفمبر، زرتُ الطبيب مرة أخرى بناءً على طلبه، فنصحني بالخضوع للعلاج الطبيعي، وانتظار نتائج الفحوصات لتحديد ما إذا كنتُ بحاجة إلى عملية جراحية أم لا. ولم يُقدّم الطبيب أي تفسير للأسباب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-09T21:00:00Z", "due_at": "2022-12-12T17:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-09T21:00:00Z", "second_reminder_sent_at": "2022-12-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-09T21:00:00Z", "explanation_received_at": "2022-12-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 913709, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-10 00:00:00", "closed": null, "received": "2022-12-10 20:24:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": "2022-12-10 00:00:00" }, "imported_at": "2026-04-13T21:56:43.192117", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0631", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 631 } } }, { "model": "complaints.complaint", "pk": "c6fe8fd7-9a84-4130-8c67-15c9844e6fe4", "fields": { "created_at": "2024-11-19T15:11:00Z", "updated_at": "2026-04-13T19:00:49.898Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3185", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother underwent two separate eye surgeries and was charged two different prices for each, even though it was the exact same procedure. There seems to have been a communication problem with the patient and her family regarding these details, as we received no communication or clear explanation for the cost difference before or after payment. I was simply directed to several different departments, but without any clear answers. The difference is approximately 1150 riyals. Please clarify this a", "description": "My mother underwent two separate eye surgeries and was charged two different prices for each, even though it was the exact same procedure. There seems to have been a communication problem with the patient and her family regarding these details, as we received no communication or clear explanation for the cost difference before or after payment. I was simply directed to several different departments, but without any clear answers. The difference is approximately 1150 riyals. Please clarify this and refund the overcharged amounts if there was an error. Thank you.\n\n[Arabic]:\nأجرت والدتي عمليتين منفصلتين للعين وتم تحصيل سعرين مختلفين لكل منهما رغم انه نفس الإجراء بالضبط. ويبدو انه كان هنالك مشكلة تواصل مع المريض وذويه في شرح مثل هذه التفاصيل حيث اننا لم نتلق أي اتصال أو تفسير واضح في سبب فرق التكلفة قبل إجراء الدفع أو حتى بعده انما تم توجيهي للتحدث مع العديد من الأقسام المختلفة لكن دون وجود اجابات واضحة علماً ان الفرق 1150 ريال تقريبا يرجى توضيح ذلك واعادة المبالغ المستحقة ان كان هنالك خطأ حاصل وشكراً.. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-18T21:00:00Z", "due_at": "2024-11-21T15:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-18T21:00:00Z", "second_reminder_sent_at": "2024-11-20T21:00:00Z", "escalated_at": "2024-11-20T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-18T21:00:00Z", "explanation_received_at": "2024-11-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-02T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30354094, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-11-19 00:00:00", "closed": null, "received": "2024-11-19 18:11:00", "resolved": "2024-12-03 00:00:00", "escalated": "2024-11-21 00:00:00", "first_reminder": "2024-11-19 00:00:00" }, "imported_at": "2026-04-13T22:00:49.892875", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3185", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3185 } } }, { "model": "complaints.complaint", "pk": "c75bf76e-1747-4968-a9cc-1156e4b932ff", "fields": { "created_at": "2025-05-12T12:28:00Z", "updated_at": "2026-04-13T19:01:58.665Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمود ابو جنايا ", "expected_result": "", "reference_number": "CMP-2025-05-4151", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the doctor for a consultation because I had a cough and had lost my voice. He didn’t check my temperature, just examined my throat, nose, and ears, and told me I had a virus that would improve in 3 to 5 days and that I would be able to speak again. In the end, he prescribed me nasal decongestants, allergy pills, and medications for the throat, but nothing specifically for the voice. Despite this, he didn’t check my temperature, and unfortunately, my condition worsened the same day. I e", "description": "I visited the doctor for a consultation because I had a cough and had lost my voice. He didn’t check my temperature, just examined my throat, nose, and ears, and told me I had a virus that would improve in 3 to 5 days and that I would be able to speak again. In the end, he prescribed me nasal decongestants, allergy pills, and medications for the throat, but nothing specifically for the voice. Despite this, he didn’t check my temperature, and unfortunately, my condition worsened the same day. I ended up going to the emergency room in the evening, and after examination and X-rays, it turned out I had bronchitis and had to be admitted.\n\nSadly, doctors like this are not suitable to be in hospitals.\nI hope a satisfactory solution can be provided.\"\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T12:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T12:28:00Z", "explanation_received_at": "2025-05-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4151, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "c77bec90-bbbf-444d-a8ec-4fa39a224886", "fields": { "created_at": "2024-03-14T11:35:00Z", "updated_at": "2026-04-13T18:59:26.901Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr USAMAH JBARA ABDELHAMEED ALBARGOUTHI", "expected_result": "", "reference_number": "CMP-2024-03-2286", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "5e5115a6-91a6-4266-9e39-3d6952e4d458", "title": "The doctor treated me disrespectfully when I asked him to change the examination instrument and he expelled me from the clinic.", "description": "The doctor treated me disrespectfully when I asked him to change the examination instrument and he expelled me from the clinic.\n\n[Arabic]:\nتعامل الدكتور معي بسوء احترام عندما طلبت منه تغيير اداة الفحص وقام بطردي من العياده", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-13T21:00:00Z", "due_at": "2024-03-16T11:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-16T21:00:00Z", "second_reminder_sent_at": "2024-03-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-13T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30318210, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-14 00:00:00", "closed": null, "received": "2024-03-14 14:35:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": "2024-03-17 00:00:00" }, "imported_at": "2026-04-13T21:59:26.893929", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2286", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية", "main": "الطبي" }, "original_complaint_num": 2286 } } }, { "model": "complaints.complaint", "pk": "c79ca181-530f-460b-913d-f2306b2fedd6", "fields": { "created_at": "2022-09-08T16:24:00Z", "updated_at": "2026-04-13T18:56:05.660Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0088", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification was not submitted to the Civil Status Department.", "description": "The birth notification was not submitted to the Civil Status Department.\n\n[Arabic]:\nلم يتم رفع تبليغ الولاده لجهة الاحوال المدنية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-07T21:00:00Z", "due_at": "2022-09-10T16:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-07T21:00:00Z", "explanation_received_at": "2022-09-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1476015, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2022-09-08 00:00:00", "closed": null, "received": "2022-09-08 19:24:00", "resolved": "2022-09-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.656139", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0088", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 88 } } }, { "model": "complaints.complaint", "pk": "c79d303c-a160-46a2-9f58-805714dea5b2", "fields": { "created_at": "2024-03-20T13:46:00Z", "updated_at": "2026-04-13T18:59:27.112Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2292", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the Emergency Department for an urgent case on November 18, 2023, at approximately 6:00 AM. The patient was my wife. The receptionist asked me for the patient’s ID to register her. I informed him that I did not have her ID at that moment and provided my own ID and the family card, but he insisted on the patient’s ID. I then asked him to assess the case, admit her, and provide initial medical care, and that I would provide all required documents afterward, but he refused. I requested th", "description": "I visited the Emergency Department for an urgent case on November 18, 2023, at approximately 6:00 AM. The patient was my wife. The receptionist asked me for the patient’s ID to register her. I informed him that I did not have her ID at that moment and provided my own ID and the family card, but he insisted on the patient’s ID. I then asked him to assess the case, admit her, and provide initial medical care, and that I would provide all required documents afterward, but he refused. I requested the triage staff to perform their duty, but they also refused to provide assistance until the registration procedures were completed by the receptionist. I asked for a wheelchair, as she was in the corridor, but this was also refused.\nAt that point, I raised my phone (without recording) to make it clear that if the service was not provided, I would document it and escalate it to the responsible authorities. He continued to refuse. I requested to see the on-duty manager, who was not present at the time. When he arrived, I asked him to admit the case and handle it, but he also refused and threatened to punish me for raising my phone. I repeated my request several times, but he ignored me and then verbally attacked me and threatened to call the police. I provided him with my personal ID, explaining that any issue he had could be resolved after providing emergency care, but he refused.\nI then moved my wife to the car to take her to another hospital. At that point, the on-duty manager instructed the security guard to block my car so that I could not leave and transfer my wife to another hospital. I documented the incident using my phone camera outside the hospital (I have a video recording showing the deliberate blocking of my car), including the car’s license plate number and a photo of the on-duty manager and the security guard who blocked me. The act committed against me was criminal conduct by the hospital staff, deliberately preventing me from transferring an emergency case, in addition to the crime of refusing to provide emergency medical care.\nI photographed the vehicle of the employee who blocked me and its license plate number. I attempted to leave several times but was unable to do so. Due to my wife’s critical condition, I informed the security guard that he would be fully responsible if any harm happened to my wife and that receiving orders from the on-duty manager would not absolve him of responsibility. I also informed him that I had photographed the car and its plate number. He then became afraid and left.\nI urgently transferred my wife to Al Habib Hospital, where the case was handled professionally. They confirmed that the condition required immediate intervention and that it would have been better if she had received faster emergency care. I filed a complaint through the call center, but the hospital did not fulfill its duty. I intend to initiate legal and security الإجراءات against the hospital for committing the crime of deliberately refusing to provide emergency medical care to my wife and the crime of deliberately obstructing the transfer of an emergency patient\n\n[Arabic]:\nتم مراجعة قسم الطوارئ لحالة اسعافية بتاريخ 18 نوفمبر 2023 الساعة السادسة صباحا (تقريبا) حيث ان\nالمريض هي زوجتي، وقد طلب موظف الاستقبال مني هوية المريضة لادخالها فاخبرته اني لا أملك هويتها حاليا\nوقدمت له هويتي وبطاقة العائلة إلا انه اصر على تقديم هوية المريضة. طلبت منه حينها أن يقوم بمعاينة الحالة\nوادخلها وتقديم الرعاية الأولية وساقوم بتوفير كامل المتطلبات إلا أنه رفض!! طلبت من موظف الفرز القيام\nبواجبه إلا أنه رفض تقديم العون إلا بعد انتهاء الاجراءات من موظف الاستقبال! طلب منه تقديم كرسي متحرك\nحيث كانت متواجده في الممر إلا أنه رفض أيضا!!! قمت حينها برفع الجوال (من دون تصوير) لايضاح انه في حالة\nعدم تقديم الخدمة سأوثقها ورفعها للمسؤول والجهات المعنية. إلا أنه استمر في الرفض. طلبت مقابلة المدير\nالمناوب ولم يكن موجودا حينها ثم بعد قدومه طلبت منه ادخال الحالة والتعامل معها فرفض ايضا مهددا انه\nسيعاقبني بسبب رفع الجوال. كررت الطلب مرارا الا تجاهلني ومن ثم تهجم علي وهددني بابلاغ الشرطة. قدمت له\nبطاقتي الشخصي موضحا ان من الممكن معالجة أي إشكالية لديه بعد اسعاف الحالة إلا انه رفض!!!! قمت حينها\nبنقل زوجتي الى السيارة للانتقال الى مستفى آخر فقام المدير المناوب حينها بتوجيه موظف الأمن بالاعتراض على\nسيارتي حتى لا أتمكن من الذهب ونقل زوجتي لمستشفى آخر. قمت حينها بتوثيق الحالة من خلال كاميرة جوالي\nوذلك خارج المستشفى (لدي تسجيل مرئي يوضح تعمد الاعتراض على سيارتي) ورقم لوحه السيارة وصورة\nالمدير المناوب ورحل الامن المعترض. حيث ان العمل الذي تم ضدي عمل جنائي من قبل موظفي المستشفى وذلك\nبالتعدي (((العمد))) في منعي من نقل حالة اسعافية فضلا عن جريمة الامتناع من تقديم الرعاية الطبية الاسعافية.\nقمت حينها بتصوير سيارة الموظف المعتدي ورقم لوحته ثم حاولت الخروج لكني لم استطيع بعد عدة محاولات\nوبسبب حرج الحالة الصحية لزوجتي ذلك لرجل الامن انه هو المسؤول الاول في حالة اصابت زوجتي باي عارض\nولن يعفيه انه تلقى الاوامر من قبل المدير المناوب واني قمت بتصوير السيارة ولوحتها فخاف ثم ذهب. انتقلت\nلمستشفى الحبيب بشكل مستعجل وتم تعامل مستشفى الحبيب مع الحالة بشكل احترافي واثبتوا ان الحالة كانت\nبحاجة الى تدخل سريع وأن الحالة كانت ستكون أفضل لو تم اسعافها بشكل أسرع. قمت بتقديم شكوى عبر مركز\nالاتصال الا ان المستشفى لم يؤدي واجبه. اعزم على البدء باجراءات قضائية وأمنية ضد المستشفى جراء ارتكاب\nجريمة تعمد عدم تقديم الرعاية الصحية الاسعافية لزوجتي، وجريمة ((تعمد)) الاعتراض على تقديم الحالة\nالاسعافية للمريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-20T21:00:00Z", "due_at": "2024-03-22T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-20T21:00:00Z", "explanation_received_at": "2024-03-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-22T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-03-21 00:00:00", "closed": null, "received": "2024-03-20 16:46:00", "resolved": "2024-03-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.103143", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2292", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2292 } } }, { "model": "complaints.complaint", "pk": "c7b251c4-b01f-4e15-8210-cdaee9227281", "fields": { "created_at": "2022-08-27T16:20:00Z", "updated_at": "2026-04-13T18:55:57.089Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0020", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother was admitted on August 24, 2022. At the request of Dr. Muhammad Munir Khan, she needed to stay overnight after her knee surgery (cleaning). Insurance approved coverage for one night only. The nursing office on the third floor was informed that if insurance didn't approve coverage for a second night, we were prepared to pay for the night. They were given my phone number so they could contact me. Insurance refused the request, and my mother was told to leave. After her discharge, she exp", "description": "My mother was admitted on August 24, 2022. At the request of Dr. Muhammad Munir Khan, she needed to stay overnight after her knee surgery (cleaning). Insurance approved coverage for one night only. The nursing office on the third floor was informed that if insurance didn't approve coverage for a second night, we were prepared to pay for the night. They were given my phone number so they could contact me. Insurance refused the request, and my mother was told to leave. After her discharge, she experienced severe pain, forcing us to return to the emergency room. Dr. Munir Khan came and strongly objected to her discharge, stating that her condition required another night. Furthermore, the nursing office on the third floor didn't dispense all the medications prescribed by the doctor, forcing us to wait until Saturday, August 27, 2022.\n\n[Arabic]:\nتم دخول والدتي للتنويم بتاريخ 24-08-2022 وبطلب من الطبيب محمد منير خان ان تجلس الوالده بعد العملية(تنظيف للركبتان)، تمت الموافقه من التأمين على يوم واحد فقط وتم ابلاغ مكتب التمريض بالدور الثالث بأنه ان لم يتم الموافقه من التأمين على اليوم الثاني نحن على استعداد على الدفع مقابل الليله وتم تزويدهم برقم هاتفي كي يتواصلوا معي ،تم رفض الطلب من قبل التامين وتم الطلب من والدتي بالمغادرة ، وبعد خروج الوالده اتاها الم شديد الزمنا العوده مره اخرى الى الطوارئ واتى الطبيب منير خان\nواستنكر بشده خروجها وان حالتها تستدعي المكوث ليله اخرى. وبالمقابل لم يصرفوا كامل الادويه التي وصفها الطبيب من جناح التمريض بالدور الثالث مما اضطررنا الى الانتظار ليوم السبت 2022-08-27\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-30T21:00:00Z", "due_at": "2022-08-29T16:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-08-31T21:00:00Z", "second_reminder_sent_at": "2022-09-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-30T21:00:00Z", "explanation_received_at": "2022-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1592808, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-08-31 00:00:00", "closed": null, "received": "2022-08-27 19:20:00", "resolved": "2022-09-12 00:00:00", "escalated": null, "first_reminder": "2022-09-01 00:00:00" }, "imported_at": "2026-04-13T21:55:57.078110", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0020", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 20 } } }, { "model": "complaints.complaint", "pk": "c7b5df96-2fde-45eb-8d6a-3486710d4364", "fields": { "created_at": "2022-12-03T07:14:00Z", "updated_at": "2026-04-13T18:56:34.039Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0594", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 26, 2022, my daughter was discharged from the intensive care unit and transferred to a room, even though, according to her insurance category, she was entitled to a suite, not a room. Upon transferring her to room 3127, the room was unsuitable. She was suffering from severe pneumonia and required continuous oxygen, and it turned out there was a problem with the oxygen equipment in the room. This issue persisted for more than 30 minutes, which is unacceptable given her condition. Furt", "description": "On November 26, 2022, my daughter was discharged from the intensive care unit and transferred to a room, even though, according to her insurance category, she was entitled to a suite, not a room. Upon transferring her to room 3127, the room was unsuitable. She was suffering from severe pneumonia and required continuous oxygen, and it turned out there was a problem with the oxygen equipment in the room. This issue persisted for more than 30 minutes, which is unacceptable given her condition. Furthermore, there was no bed for a caregiver, and no meals were provided for them.\n\n[Arabic]:\nبتاريخ 26 نوفمبر 2022م تم اخراج ابنتي من العناية المركزة و تحويلها الى غرفة مع العلم انه المريض بناءً على فئة التأمين يستحق جناح وليس غرفة، عند نقل المريضة للغرفة 3127 الغرفة لم تكن مهيئة حيث ان المريضة كانت تعاني من التهاب حاد بالرئتين ويلزمها اكسجين مستمر تبين انه يوجد مشكله في اجهزة الاكسجين الموجودة في الغرفة واستمرت لاكثر من 30 دقيقة وهذا لا يتناسب مع حالة المريض، بالاضافة الى لا يوجد سرير للمرافق ولم يتم تقديم الوجبات اللازمة للمرافق ايضاً", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-27T21:00:00Z", "due_at": "2022-12-05T07:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-28T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-27T21:00:00Z", "explanation_received_at": "2022-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1183207, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-28 00:00:00", "closed": "2022-12-07 00:00:00", "received": "2022-12-03 10:14:00", "resolved": null, "escalated": null, "first_reminder": "2022-11-29 00:00:00" }, "imported_at": "2026-04-13T21:56:34.028675", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0594", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 594 } } }, { "model": "complaints.complaint", "pk": "c7c20ec7-07ab-4f8d-a62c-083e75ff2c56", "fields": { "created_at": "2022-08-27T15:46:00Z", "updated_at": "2026-04-13T18:55:57.031Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-08-0021", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the operating room on 13-06-2022 and was anesthetized, but the operation was not performed due to a decrease in liver enzymes. I paid for two days of hospitalization in advance, and the money was not refunded to me. In addition, the hospital is demanding 11,000 from me, and I did not perform any procedure, and the approval for the operation was not canceled by the hospital.", "description": "I was admitted to the operating room on 13-06-2022 and was anesthetized, but the operation was not performed due to a decrease in liver enzymes. I paid for two days of hospitalization in advance, and the money was not refunded to me. In addition, the hospital is demanding 11,000 from me, and I did not perform any procedure, and the approval for the operation was not canceled by the hospital.\n\n[Arabic]:\nتم دخولي الى العمليات بتاريخ 13-06-2022م وتم تخديري ولكن لم يتم عمل العملية لحدوث انخفاض في انزيمات الكبد وتم دفع مبلغ ليومين تنويم مسبقا ولم يتم ارجاع المبلغ لي بالاضافة الى ان المستشفى يطالبني بمبلغ 11 الف وانا لم اقم باي اجراء ولم يتم الغاء موافقه العملية من قبل المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-08-26T21:00:00Z", "due_at": "2022-08-29T15:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-08-26T21:00:00Z", "explanation_received_at": "2022-08-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-08-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1734655, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2022-08-27 00:00:00", "closed": null, "received": "2022-08-27 18:46:00", "resolved": "2022-08-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:55:57.026658", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "AUG 2022 ", "reference_number": "CMP-2022-08-0021", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم جراحة السمنة", "main": "الطبي" }, "original_complaint_num": 21 } } }, { "model": "complaints.complaint", "pk": "c7ff6a3e-d8a1-4fa0-b291-ad00d2715b25", "fields": { "created_at": "2022-12-15T08:10:00Z", "updated_at": "2026-04-13T18:56:44.097Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0683", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My father was refused treatment because the hospital lacked a liver specialist, and I was also refused a referral report for another hospital, in addition to being denied contact information for the doctors.", "description": "My father was refused treatment because the hospital lacked a liver specialist, and I was also refused a referral report for another hospital, in addition to being denied contact information for the doctors.\n\n[Arabic]:\nتم رفض علاج الوالد لعدم وجود تخصص الكبد في المستشفى وتم رفض اعطائي تقرير ليتم تحويله الى مستشفى اخر بالاضافة الى تم رفض اعطائي ارقام تواصل للاطباء ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-14T21:00:00Z", "due_at": "2022-12-17T08:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-14T21:00:00Z", "explanation_received_at": "2022-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221945, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-12-15 00:00:00", "closed": null, "received": "2022-12-15 11:10:00", "resolved": "2022-12-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.091169", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0683", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 683 } } }, { "model": "complaints.complaint", "pk": "c81b5e90-3ad9-498e-8927-3ce208bc99e6", "fields": { "created_at": "2023-01-01T18:21:00Z", "updated_at": "2026-04-13T18:56:54.321Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ASMA HASSAN ALI ", "expected_result": "", "reference_number": "CMP-2023-01-0728", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "dbf3225f-cd16-403d-8084-bd825d8e54f4", "title": "On December 26, 2022, we went to the emergency department where Dr. Asma examined my daughter. A white blood cell count was ordered, and I was informed that our daughter had a low white blood cell count and that the result should be less than 1500, even though it was determined that the normal range should be between 450 and 1500.However, the doctor's lack of experience in interpreting test results led to a misdiagnosis, compounded by the way she informed me of the results and the reason for the", "description": "On December 26, 2022, we went to the emergency department where Dr. Asma examined my daughter. A white blood cell count was ordered, and I was informed that our daughter had a low white blood cell count and that the result should be less than 1500, even though it was determined that the normal range should be between 450 and 1500.However, the doctor's lack of experience in interpreting test results led to a misdiagnosis, compounded by the way she informed me of the results and the reason for the drop in my daughter's blood sugar. As a result of this drop, my daughter needs to be admitted to the intensive care unit and receive treatment, which may include cortisone, as the doctor has instructed her to remain completely immobile.Fearing the consequences of this drop, I informed them.\n\nI asked a specialist to explain my daughter's condition. When Dr. Tarad arrived, he confirmed the exact opposite of what I had been told. He came to reassure them, telling them that the result was actually an increase, not a decrease, and that this was due to the body's resistance to the virus.\n\n[Arabic]:\nفي 26 ديسمبر 2022، ذهبنا إلى قسم الطوارئ حيث فحصت الدكتورة أسماء ابنتي. تم طلب فحص كريات الدم البيضاء النتائج، أُبلغتني أن ابنتنا تعاني من نقص في عدد كريات الدم البيضاء، وأن النتيجة يجب أن تكون أقل من 1500، على الرغم من أنه تم تحديد أن المعدل الطبيعي يجب أن يكون بين 450 و1500.مع ذلك، أدى نقص خبرة الطبيبة في تفسير نتائج الفحوصات إلى تشخيص خاطئ، بالإضافة إلى طريقة إبلاغها لي بتلك النتائج وسبب الانخفاض. ونتيجةً لهذا الانخفاض، يحتاج ابنتي إلى دخول وحدة العناية المركزة وتلقي العلاج، والذي قد يكون الكورتيزون، حيث طلبت الطبيبة منه عدم الحركة نهائياً.خوفًا من عواقب هذا الانخفاض، أبلغتهم.\n\nطلبتُ من طبيب متخصص شرح حالة ابنتي. عندما حضر الدكتور طراد، أكد عكس ما قيل لي تمامًا. جاء ليطمئنهم وأخبرهم أن النتيجة كانت ارتفاعًا، لا انخفاضًا، وأن ذلك يعود إلى مقاومة الجسم للفيروس.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-31T21:00:00Z", "due_at": "2023-01-03T18:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-31T21:00:00Z", "explanation_received_at": "2023-01-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30184855, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-01-01 00:00:00", "closed": null, "received": "2023-01-01 21:21:00", "resolved": "2023-01-04 00:00:00", "escalated": null, "first_reminder": "2023-01-02 00:00:00" }, "imported_at": "2026-04-13T21:56:54.317104", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0728", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 728 } } }, { "model": "complaints.complaint", "pk": "c8239d8b-f4f8-4fd2-b3e2-638e99b80f3f", "fields": { "created_at": "2023-10-20T13:19:00Z", "updated_at": "2026-04-13T18:58:31.760Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOUAEED", "expected_result": "", "reference_number": "CMP-2023-10-1733", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was at 4:15 PM, and I arrived at 4:08 PM. I waited until 4:45 PM, but he didn't let me in, even though he was letting in other people without appointments at the expense of those who did. When I asked him about it, he replied that the plane is always delayed at the airport. Why this disrespect? And it's not just once, but several times. He also only uses ultrasound for the knees and shoulders for 15 minutes, meaning only 5 minutes for each area. He says that when you treat teeth, ", "description": "My appointment was at 4:15 PM, and I arrived at 4:08 PM. I waited until 4:45 PM, but he didn't let me in, even though he was letting in other people without appointments at the expense of those who did. When I asked him about it, he replied that the plane is always delayed at the airport. Why this disrespect? And it's not just once, but several times. He also only uses ultrasound for the knees and shoulders for 15 minutes, meaning only 5 minutes for each area. He says that when you treat teeth, you treat each tooth individually, even though the session costs 750 for 15 minutes for three areas. Is this ethical? His service is also poor.\n\n[Arabic]:\nكان موعدي ٤ وربع العصر وحضرت ٤ و٨د وانتظرت حتى الساعة ٤:٤٥ د ولم يدخلني على موعدي علماً انه يدخل\nناس اخرين ليس لديهم مواعيد على حساب من لديه موعد وعند سؤالي له عن ذلك اجاب بان الطائرة دائماً تتاخر\nفي المطار فلماذا هذ الاستهزاء وليست مره واحدة بل عدة مرات . و كذلك يستخدم الأشعة الصوتية للركبتين\nوالكتف لمدة ١٥د فقط اي لكل عضو ٥د فقط ويقول عندما تعالج الاسنان فانك تعالج لكل سن وحدة علماً بان\nقيمة الجلسة ٧٥٠ لمدة ربع الساعة لثلاثة أعضاء فهل هذا ضمير وايضاً التعامل غير جيد .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-20T21:00:00Z", "due_at": "2023-10-22T13:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-20T21:00:00Z", "explanation_received_at": "2023-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-06T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1457341, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Access", "classification": "Appointment delay" }, "timeline": { "sent": "2023-10-21 00:00:00", "closed": null, "received": "2023-10-20 16:19:00", "resolved": "2023-11-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.751028", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1733", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 1733 } } }, { "model": "complaints.complaint", "pk": "c82a8501-a256-4675-a4c1-d73c4fd2838a", "fields": { "created_at": "2024-11-06T18:22:00Z", "updated_at": "2026-04-13T19:00:48.917Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.GHADA ALBAHRANI", "expected_result": "", "reference_number": "CMP-2024-11-3127", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to Dr. Ghada for an ultrasound on 11/06/2024 and paid for the ultrasound in cash. While waiting for my appointment, there were 3 people ahead of me. After a long wait, I finally got in, but I didn't receive my full appointment time. This was because my privacy as a patient was violated inside the clinic by other patients knocking on the door. Then, a Sudanese doctor came in and entered the clinic while I was being served, as if there were no other patients there. The doctor didn't give me", "description": "I came to Dr. Ghada for an ultrasound on 11/06/2024 and paid for the ultrasound in cash. While waiting for my appointment, there were 3 people ahead of me. After a long wait, I finally got in, but I didn't receive my full appointment time. This was because my privacy as a patient was violated inside the clinic by other patients knocking on the door. Then, a Sudanese doctor came in and entered the clinic while I was being served, as if there were no other patients there. The doctor didn't give me her full time and attention during my appointment. Then, there was a technical malfunction in the ultrasound machine, and the doctor told me to come back the next morning. I didn't get to use my full time in the clinic. I demand a refund for the ultrasound so I can have it done at another hospital.\n\n[Arabic]:\nاتيت لكي اقوم بإجراء سونار عند الدكتورة غادة بتاريخ 2024/11/06 وتم دفع قيمة السونار كاش وعند انتظار وقت دخولي عندها كان قدامي 3 اشخاص وانتظرت وبعد طول انتظار دخلت عندها ولكن لم اخذ حقي كاملاً بالموعد والسبب انه تم اختراق خصوصيتي كمريضة داخل العيادة من مرضى يطرقون الباب ثم أتت دكتورة سودانية الجنسية ودخلت للعيادة وقت عمل الخدمة لي كانه لايوجد مريض هناك ولم تعطني الطبيبة كامل وقتهاو تركيزها اثناء الموعد ثم حصل خلل تقني لجهاز السونار وقالت الطبيبة تعالي صباح اليوم التالي ولم استفد من كامل وقتي داخل العيادة اطالب باسترجاع مبلغ الاشعة لعملها ب مستشفى اخر ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-06T21:00:00Z", "due_at": "2024-11-08T18:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-06T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-06T21:00:00Z", "explanation_received_at": "2024-11-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-09T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20202513, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.3.Confidentiality", "classification": "6.3.2.Breach of patient privacy" }, "timeline": { "sent": "2024-11-07 00:00:00", "closed": null, "received": "2024-11-06 21:22:00", "resolved": "2024-11-10 00:00:00", "escalated": null, "first_reminder": "2024-11-07 00:00:00" }, "imported_at": "2026-04-13T22:00:48.911479", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3127", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 3127 } } }, { "model": "complaints.complaint", "pk": "c839fb10-d33f-4d07-a25d-69c183dc5b9e", "fields": { "created_at": "2023-08-28T11:31:00Z", "updated_at": "2026-04-13T18:58:10.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. NIBAL RADWAN OKLEH SHAWAKFAH", "expected_result": "", "reference_number": "CMP-2023-08-1557", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "The child's vaccination was not entered into the \"My Health\" platform.", "description": "The child's vaccination was not entered into the \"My Health\" platform.\n\n[Arabic]:\nلم يتم ادخال تطعيمة الطفل لمنصة صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-27T21:00:00Z", "due_at": "2023-08-30T11:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-27T21:00:00Z", "explanation_received_at": "2023-08-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1810690, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2023-08-28 00:00:00", "closed": null, "received": "2023-08-28 14:31:00", "resolved": "2023-08-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.412731", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1557", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1557 } } }, { "model": "complaints.complaint", "pk": "c8695ac0-1435-458b-aa5b-d4da679b8b76", "fields": { "created_at": "2022-09-20T16:46:00Z", "updated_at": "2026-04-13T18:56:06.912Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. ABED HOUMOUD AL LEHIBI", "expected_result": "", "reference_number": "CMP-2022-09-0234", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother was admitted on September 14, 2022, due to elevated liver enzymes and bilirubin levels. She was scheduled for an endoscopy to open her bile ducts.\n\nInitially, the endoscopy was scheduled for Saturday, September 17, at 12:00 PM. The anesthesiologist saw her on Friday evening and advised her to fast starting at midnight, 12 hours before the procedure. At 10:00 AM, we were surprised to learn that the endoscopy had been postponed because the anesthesiologist requested consultations from a ", "description": "My mother was admitted on September 14, 2022, due to elevated liver enzymes and bilirubin levels. She was scheduled for an endoscopy to open her bile ducts.\n\nInitially, the endoscopy was scheduled for Saturday, September 17, at 12:00 PM. The anesthesiologist saw her on Friday evening and advised her to fast starting at midnight, 12 hours before the procedure. At 10:00 AM, we were surprised to learn that the endoscopy had been postponed because the anesthesiologist requested consultations from a cardiology consultant and an internist. The endoscopy was rescheduled for Sunday, September 18, at 5:00 PM, and we were again informed that she should fast starting at 5:00 AM. At 5:00 PM, there was still no word about the endoscopy. When we inquired at the inpatient department, we were told it would be at 6:00 PM, then it was postponed again to 7:00 PM. After complaining to the patient services department, my mother was taken to the first floor at 7:15 PM, but she wasn't admitted for the endoscopy until 8:30 PM. In addition, during our stay from Wednesday evening until the endoscopy appointment, no consultant came to the patient in the room, and only the on-call doctor in the ward communicated with us.\n\n[Arabic]:\nتنم تنويم والدتي بتاريخ 2022-9-14 حيث انها تعاني من ارتفاع في انزيمات الكبد والصفراء ومقرر لها منظار لفتح القنوات.\nفي البداية تقرر المنظار يوم السبت ١٧/٩ الساعة ١٢ ظهرا وزارها طبيب التخدير يوم الجمعة مساء وطلب منها الصيام\nابتداء من الساعة ١٢ ليلا اي قبل ١٢ ساعة من المنظار وعند الساعة ١٠ صباحا نتفاجئ أن المنظار تم تأجيله بسبب طلب\nطبيب التخدير رأي استشاري القلب واستشاري الباطنية. تأجل المنظار الى يوم الاحد ١٨/٩ الساعة ٥ مساء وتم ابلاغنا\nبالصيام اعتبارا من الساعة ٥ صباحا . جاءت الساعة ٥ مساء لكن لم يكن هناك اي خبر عن المنظار وعند سؤالنا في قسم\nالتنويم أخبرونا أن المنظار سيكون الساعة السادسة ثم تأجل الى الساعة السابعة وبعد شكوانا على خدمات المرضى\nانزلوا الوالدة الى الدور الاول الساعة السابعة وربع ولم تدخل لاجراء المنظار الا الساعة الثامنة والنصف. بالاضافة الى\nخلال مدة اقامتنا من يوم الاربعاء مساء الى موعد اجراء المنظار لم ياتي أي استشاري الى المريض في الغرفة وكان الطبيب\nالمناوب في الجناح فقط هو من يتواصل معنا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-22T16:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-20T21:00:00Z", "second_reminder_sent_at": "2022-09-23T21:00:00Z", "escalated_at": "2022-10-04T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049243, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-20 19:46:00", "resolved": "2022-10-10 00:00:00", "escalated": "2022-10-05 00:00:00", "first_reminder": "2022-09-21 00:00:00" }, "imported_at": "2026-04-13T21:56:06.908478", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0234", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجهاز الهمضي و الكبد والمناظير", "main": "الطبي" }, "original_complaint_num": 234 } } }, { "model": "complaints.complaint", "pk": "c9074ded-00b0-4b10-853c-d35451f04dea", "fields": { "created_at": "2025-08-21T17:12:00Z", "updated_at": "2026-04-13T19:02:36.344Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.اسراء احمد ", "expected_result": "", "reference_number": "CMP-2025-08-4647", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During a visit to the clinic and after conducting an eye exam for the child, a prescription for eyeglasses was issued. The glasses were made at Magrabi Optical using the child’s insurance policy, with the co-payment amount settled.\n\nAfter receiving the glasses, the child continued to complain of poor vision. Upon revisiting the doctor, we were informed that such complaints can be normal among children. However, due to the ongoing issue, we sought a second opinion from Dr. Lamia, who confirmed th", "description": "During a visit to the clinic and after conducting an eye exam for the child, a prescription for eyeglasses was issued. The glasses were made at Magrabi Optical using the child’s insurance policy, with the co-payment amount settled.\n\nAfter receiving the glasses, the child continued to complain of poor vision. Upon revisiting the doctor, we were informed that such complaints can be normal among children. However, due to the ongoing issue, we sought a second opinion from Dr. Lamia, who confirmed that the initial vision measurement was inaccurate and provided a new prescription.\n\nWhen we returned to the optical center to have the glasses remade, we were informed that the child’s insurance policy had already been used and could not be applied again for the same service. The cost of the new lenses was SAR 2,116.\n\nWe kindly request clarification on who is responsible for the cost of the new lenses, considering that the issue resulted from an incorrect initial prescription.\n\n[Arabic]:\nعند مراجعة العيادة وفحص نظر الطفلة، تم صرف وصفة طبية لنظارات نظر، وتم الذهاب إلى فرع المغربي للنظارات، حيث تم قص النظارات باستخدام بوليصة التأمين مع دفع نسبة التحمل.\nبعد استلام النظارات، استمرت الطفلة في الشكوى من عدم وضوح الرؤية، فتمت مراجعة الطبيبة مرة أخرى، وأُفيد بأن هذا الأمر طبيعي لدى الأطفال. وبعد فترة، وبسبب استمرار الشكوى، تم مراجعة طبيبة أخرى (د. لمياء) حيث تبين أن قياس النظر غير دقيق وتم تغييره، وأُوصي بإعادة تفصيل النظارات.\nعند العودة إلى الفرع لإعادة التفصيل، أُبلغنا بأن بوليصة التأمين الخاصة بالطفلة قد تم استخدامها ولا يمكن استخدامها مرة أخرى لنفس الخدمة. علمًا بأن تكلفة العدسات الجديدة بلغت 2116 ريال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-23T17:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-21T17:12:00Z", "explanation_received_at": "2025-08-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4647, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "c90b1a43-e0e5-4298-9501-04f5223c7b9a", "fields": { "created_at": "2025-09-02T12:21:00Z", "updated_at": "2026-04-13T19:02:46.257Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4726", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Since my fathers arrival it was evident that the nurses were not showing any true care. He arrived\nfrom the Emergency unit (absolutely excellent and caring team), to ICU which did not even check on\nhim for the first 1.5 hrs, until we requested them to come. He had to wait for a bottle so that he could\ngo to the bathroom because (again) they supplied nothing The nurses throughout the night did not\ncheck at any scheduled time (every 20, 30 or 40 mins) or unless requested. Even when they moved my\nf", "description": "Since my fathers arrival it was evident that the nurses were not showing any true care. He arrived\nfrom the Emergency unit (absolutely excellent and caring team), to ICU which did not even check on\nhim for the first 1.5 hrs, until we requested them to come. He had to wait for a bottle so that he could\ngo to the bathroom because (again) they supplied nothing The nurses throughout the night did not\ncheck at any scheduled time (every 20, 30 or 40 mins) or unless requested. Even when they moved my\nfather to another room, they did not put up a curtain until 1:30pm the next day leaving him exposed\nin his open back gown to whomever was passing. We requested a marafiq to stay and the Dr.\nApproved but even she was treated poorly by being made to sleep on the floor of the room, I am not\nasking for a bed but at least a comfortable chair to rest on. Even when we visited at 1pm the nurse\nnever came in till 2:03pm. There is a serious lack patient care or understanding for their duty of care.\nAdditionally, my fathers insurance coverage is for a single room but during the evening the ICU team\nmoved him to a shared room, leaving that first room empty. When asked no answers were given.\nYesterday, I raised all my concerns to the Doctor looking after my father, the Nursing Supervisor\n(Mutaz), and the patient relations. It made not change to the nurses in anyway at all. One nurse for\n.every two patients, yet no real care or humanity was shown\n\n[Arabic]:\nمنذ وصول والدي، كان من الواضح أن الممرضات لم يُظهرن أي اهتمام حقيقي. وصل من وحدة الطوارئ (فريق ممتاز ومهتم للغاية) إلى وحدة العناية المركزة، التي لم تفحصه حتى خلال الساعة والنصف الأولى، حتى طلبنا منهم الحضور. كان عليه انتظار زجاجة حليب ليذهب إلى الحمام لأنهم (مرة أخرى) لم يقدموا له أي شيء. لم تفحصه الممرضات طوال الليل في أي وقت محدد (كل 20 أو 30 أو 40 دقيقة) أو إلا إذا طُلب منه ذلك. حتى عندما نقلوا والدي إلى غرفة أخرى، لم يرفعوا ستارة إلا الساعة 1:30 ظهرًا في اليوم التالي، تاركين إياه مكشوفًا بعباءته المفتوحة لمن يمر. طلبنا مرافقًا للبقاء، ووافق الطبيب، ولكن حتى هي عوملت بشكل سيء بإجبارها على النوم على أرضية الغرفة. أنا لا أطلب سريرًا، بل على الأقل كرسيًا مريحًا للاستلقاء عليه. حتى عندما زرناهم الساعة الواحدة ظهرًا، لم تدخل الممرضة إلا الساعة الثانية وثلاث دقائق. هناك نقصٌ كبيرٌ في رعاية المرضى أو فهمٌ لواجبهم في الرعاية.\nبالإضافة إلى ذلك، فإن تغطية تأمين والدي تقتصر على غرفة واحدة، ولكن في المساء، نقله فريق العناية المركزة إلى غرفة مشتركة، تاركًا تلك الغرفة الأولى فارغة. لم يُجب أحدٌ على استفساراتي.\nبالأمس، أبلغتُ جميع مخاوفي للطبيب المسؤول عن والدي، ولمشرف التمريض (معتز)، ولقسم علاقات المرضى. لم يُحدث ذلك أي تغيير يُذكر في عمل الممرضات. ممرضة واحدة لكل مريضين، ومع ذلك لم يُظهروا أي اهتمام أو إنسانية حقيقية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-04T12:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-02T12:21:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4726, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "c918106e-051d-429d-a712-0d24f036c262", "fields": { "created_at": "2024-05-29T15:11:00Z", "updated_at": "2026-04-13T18:59:48.583Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Anwer Sheik Hassan Ahmed", "expected_result": "", "reference_number": "CMP-2024-05-2528", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A patient presented to your Emergency Department and was placed in the isolation room. Blood samples were taken, and the patient informed the medical staff that he suspected possible botulism. The doctors clarified at that time that this specific test was not available at your facility, and the patient was discharged accordingly.\n\nAfter four hours, the patient was contacted by the Emergency Department and asked to return for another blood sample. He complied and returned, and blood was drawn aga", "description": "A patient presented to your Emergency Department and was placed in the isolation room. Blood samples were taken, and the patient informed the medical staff that he suspected possible botulism. The doctors clarified at that time that this specific test was not available at your facility, and the patient was discharged accordingly.\n\nAfter four hours, the patient was contacted by the Emergency Department and asked to return for another blood sample. He complied and returned, and blood was drawn again. However, up to this moment, he has not been informed of any updates regarding the test or its results.\n\n[Arabic]:\nتم حضور مريض لديكم بالطوارئ بغرفة العزل وتم سحب دم وابلاغكم من قبل المريض ان لديه شك بوجود بتولزم وتم التوضيح من قبل الاطباء لا يوجد هذا التحليل لدينا وتم خروج المريض بناء على ذلك. وبعد اربع ساعات تم التواصل مع المريض من قبل قسم الطوارئ وابلاغه بالحضور لسحب الدم مره اخرى وتم الحضور بالفعل وسحب الدم والى الان لم يتم افادته فيما يخص التحليل او النتائج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-29T21:00:00Z", "due_at": "2024-05-31T15:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-29T21:00:00Z", "explanation_received_at": "2024-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30325218, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2024-05-30 00:00:00", "closed": null, "received": "2024-05-29 18:11:00", "resolved": "2024-06-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.574803", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2528", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2528 } } }, { "model": "complaints.complaint", "pk": "c93c7263-0765-400e-88ec-72f7403d84fd", "fields": { "created_at": "2025-10-06T16:06:00Z", "updated_at": "2026-04-13T19:03:00.024Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5033", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in Receiving Test Results Conducted on September 4", "description": "Delay in Receiving Test Results Conducted on September 4\n\n[Arabic]:\nتاخير ظهور نتائج التحاليل التي عملت من تاريخ 4 سبتمبر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-08T16:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-06T16:06:00Z", "explanation_received_at": "2025-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5033, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "c94301f1-6577-4ec2-97c0-55a05e50dd77", "fields": { "created_at": "2023-11-02T17:20:00Z", "updated_at": "2026-04-13T18:58:41.359Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1793", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had surgery with Dr. Duaa, and she said the recovery period would be a month, but she might extend it because my job requires a lot of effort and movement. When I was discharged on October 5th, they gave me an appointment for October 12th. She gave me leave starting on the 12th but refused to include the 10th and 11th. After that, I went for another appointment, and she gave me leave from the 12th to the 16th. Then she told me to come back in two weeks and sent my brother to open my file becau", "description": "I had surgery with Dr. Duaa, and she said the recovery period would be a month, but she might extend it because my job requires a lot of effort and movement. When I was discharged on October 5th, they gave me an appointment for October 12th. She gave me leave starting on the 12th but refused to include the 10th and 11th. After that, I went for another appointment, and she gave me leave from the 12th to the 16th. Then she told me to come back in two weeks and sent my brother to open my file because she said someone from my family had to open it to issue the leave. Anyway, I was given leave from the 16th to the 19th. The following week, I went to my appointment, and the doctor was angry and told me, \"There's no leave for the remaining days. Go figure it out yourself at clinics; you don't need it.\" I had surgery, and it's difficult for me to move around, and she knows that. She told me, \"I don't give leave while you're sitting at home not working.\" I was given intermittent leave, and I... Every week I open a file to write the leave request, and the doctor doesn't give full days off. She wants me to come to the hospital every few days and open a file. I previously refused to file a complaint with patient relations because it wasn't necessary, but since the doctor completely refused, I want to make sure the hospital's system only requires the days of leave that were rejected by the doctor to submit to my employer.\n\n[Arabic]:\n سويت عمليه عند د دعاء وقالت فترة الاستشفاء شهر وممكن ازيد لك اكثر عشان طبيعه عملي يحتاج جهد وحركه كثير ولما طلعت من التنويم يوم 5 اكتوبر اعطوني موعد 12 اكتوبر اعطت الجازه من 12 ورفضت تحط يوم 10 و 11 بعده جيت موعد ثاني وحطت من 12 الى 16 بعده قالت تعالي بعد اسبوعين واسبوع وارسلت اخوي يفتح الملف لان قالت لازم احد من اهلك يفتح الملف ليتم كتابة الاجازه المهم تم اعطائي الاجازه من 16 الى 19 الاسبوع اللي بعده جيت موعدي وتم استقبالي من قبل الطبيبه وهي معصبه ويتم ابلاغي من قبلها ( مافيه اجازه للايام الباقيه وروحي دبري عمرك من مستوصفات وانتي مو محتاجه ) وانا مسويه عمليه يستصعب علي الحركه فيها وهي على علم بذلك وابلغتني ( انا مااعطي اجازه وانتي جالسه بالبيت ماتداومين ) تم اعطائي اجاز متقطعه وانا كل اسبوع افتح ملف ليتم كتابة الاجازه والطبيبه ماتعطي ايام اسبوع كامله ؟ تريد مني كل كم يوم الحضور للمستشفى وفتح ملف وتم رفض رفع الشكوى سابقا من قبلي لدى علاقات المرضى لعدم ضرورة ذلك ولكن عند الرفض التام من قبل الطبيبه اريد التأكد من النظام لدى المستشفى المطلوب فقط ايام الاجازة المرفوضه من قبل الطبيبه لتقديمها لجهة عملي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-01T21:00:00Z", "due_at": "2023-11-04T17:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-17T21:00:00Z", "second_reminder_sent_at": "2023-11-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-01T21:00:00Z", "explanation_received_at": "2023-11-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30250817, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-02 00:00:00", "closed": null, "received": "2023-11-02 20:20:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": "2023-11-18 00:00:00" }, "imported_at": "2026-04-13T21:58:41.356099", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1793", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1793 } } }, { "model": "complaints.complaint", "pk": "c950e2c9-7d52-499b-a077-19c3da45a60a", "fields": { "created_at": "2025-04-07T20:49:00Z", "updated_at": "2026-04-13T19:01:46.873Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. سماح ", "expected_result": "", "reference_number": "CMP-2025-04-3982", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The examination method was not accurate (it was mentioned that I had ear pain, but no examination was done on it). (I also had high blood pressure, and it was not rechecked even though I have a history of hypertension and was advised to monitor it at home). Medication was prescribed for itching, although I do not have any cough.\"\n\n\n\n\n", "description": "\"The examination method was not accurate (it was mentioned that I had ear pain, but no examination was done on it). (I also had high blood pressure, and it was not rechecked even though I have a history of hypertension and was advised to monitor it at home). Medication was prescribed for itching, although I do not have any cough.\"\n\n\n\n\n\n\n[Arabic]:\nعدم الدقه بالتشخيص ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T20:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T20:49:00Z", "explanation_received_at": "2025-04-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3982, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "c99fe3cc-0807-48af-a21f-fde81bf1a408", "fields": { "created_at": "2025-02-24T13:31:00Z", "updated_at": "2026-04-13T19:01:25.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3796", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital's continuous procrastination in properly submitting the approval request to the insurance for the monthly medication required by the patient's condition, and attributing the rejection to the lack of medical necessity due to incomplete information—despite the fact that the medication has been approved for a full year on a monthly basis and all required approval criteria are met—is unjustified and persistent. The medication is only dispensed after filing a complaint with you, which re", "description": "The hospital's continuous procrastination in properly submitting the approval request to the insurance for the monthly medication required by the patient's condition, and attributing the rejection to the lack of medical necessity due to incomplete information—despite the fact that the medication has been approved for a full year on a monthly basis and all required approval criteria are met—is unjustified and persistent. The medication is only dispensed after filing a complaint with you, which remains an ongoing and unreasonable issue.\n\n[Arabic]:\nالمماطله المستمره من المستشفي في رفع الموافقه للتأمين بالشكل الصحيح على صرف علاج شهري تستدعي الحاله اليه و اسناد الرفض لعدم وجود ضروره طبية من التأمين لعدم اكمال المعلومات كما هو مطلوب بالرغم من الموافقه عليه لمدة عام و بشكل شهري و تتوافر جميع اركان الاموافقه المطلوبة لصرف الدواء و يتم الصرف بعد تقديم الشكوي لكم و هذا مستمر و غير مبرر", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-26T13:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-24T13:31:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3796, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "c9c8c1a0-600b-4ae0-a2f4-6e1872706b7d", "fields": { "created_at": "2022-09-28T12:29:00Z", "updated_at": "2026-04-13T18:56:09.339Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0280", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital requested a consultation fee and the patient went for a follow-up appointment.", "description": "The hospital requested a consultation fee and the patient went for a follow-up appointment.\n\n[Arabic]:\nالمستشفى طلب مبلغ كشفيه والمريضه مراجعه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-27T21:00:00Z", "due_at": "2022-09-30T12:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-27T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1574418, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-09-28 00:00:00", "closed": null, "received": "2022-09-28 15:29:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:09.331504", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0280", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 280 } } }, { "model": "complaints.complaint", "pk": "c9cff6b8-7c28-456f-b607-96c8fabf2ed2", "fields": { "created_at": "2023-05-17T17:13:00Z", "updated_at": "2026-04-13T18:57:40.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HANI MOHAMMED MOUSA ", "expected_result": "", "reference_number": "CMP-2023-05-1261", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "4718b5e9-bb6a-4a97-9289-90b7669fc110", "title": "I had an appointment at 6:50 PM on Wednesday, May 17. I knocked on the clinic door at 7:00 PM and informed the nurse of my name and appointment. She asked me to wait and let another patient in, then another one after that. By 7:35 PM, when the second patient exited, I reminded her of my appointment again, and she let me in only for the doctor to refuse the visit, citing that I was late and arrived at 7:00 PM instead of 6:50 PM. I left the clinic without being seen after waiting for 35 minutes wi", "description": "I had an appointment at 6:50 PM on Wednesday, May 17. I knocked on the clinic door at 7:00 PM and informed the nurse of my name and appointment. She asked me to wait and let another patient in, then another one after that. By 7:35 PM, when the second patient exited, I reminded her of my appointment again, and she let me in only for the doctor to refuse the visit, citing that I was late and arrived at 7:00 PM instead of 6:50 PM. I left the clinic without being seen after waiting for 35 minutes without being informed about the cancellation of my appointment, which shows a lack of respect for the patient, their time, and their need for treatment.\n\nI hope this complaint is addressed to prevent it from happening again. Thank you.\n\n[Arabic]:\nلدي موعد الساعة ٥٠:٦ مساءً يوم الاربعاء ١٧ مايو و طرقت باب العياده في الساعه السابعة واعلمت الممرضه\nبإسمي و موعدي فدعتني للانتظار و ادخلت مريض اخر ثم خرج المريض الاؤل و ادخلت مريض ثاني حتى صارت\nالساعه السابعه و خمسة و ثلاثون دقيقة عندما خرج المريض الثاني و بعدها دخلت عندما ذكرتها بمو عدي مره\nاخرى فادخلتني ليرفص الطبيب الزياره متعللاً بالتاخير عن الموعد و حضوري في الساعه السابعه و ليس\nالسادسة و خمسون دقيقة. و خرجت من العيادة دون كشف بعد ان انتظرنت لمدة ٣٥ دقيقة دون اعلامي بالغاء\nالموعد مما يعد عدم احترام المريض و وقته و حاجته للعلاج. أرجوا النظر في الشكوى حتى لا تتكرر. و شكراً\nماهي النتيجة التي تبحث عنها\n معاقبة المخطئ و احترام المريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-16T21:00:00Z", "due_at": "2023-05-19T17:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1571815, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2023-05-17 00:00:00", "closed": "2023-06-07 00:00:00", "received": "2023-05-17 20:13:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.083473", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1261", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 1261 } } }, { "model": "complaints.complaint", "pk": "c9d9fa33-5a9e-47d5-894b-b50801567f23", "fields": { "created_at": "2023-11-11T09:05:00Z", "updated_at": "2026-04-13T18:58:42.279Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1824", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The request for approval from the insurance company was rejected on 5/11/2023", "description": "The request for approval from the insurance company was rejected on 5/11/2023\n\n[Arabic]:\nتم رفض رفع طلب موافقه لشركه التأمين بتاريخ 5/11/2023\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T09:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-11-12T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30057132, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 12:05:00", "resolved": "2023-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.276080", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1824", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1824 } } }, { "model": "complaints.complaint", "pk": "c9df7ed8-c153-4bab-919c-4f9532dc0ee2", "fields": { "created_at": "2022-09-19T14:29:00Z", "updated_at": "2026-04-13T18:56:06.545Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0110", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the emergency room on 8-9-2022. My vital signs were taken and I waited in the room from 2 o'clock to 3 o'clock. My case was not attended to and my health condition was not explained in detail by the doctor. I was only given an IV drip.", "description": "I was admitted to the emergency room on 8-9-2022. My vital signs were taken and I waited in the room from 2 o'clock to 3 o'clock. My case was not attended to and my health condition was not explained in detail by the doctor. I was only given an IV drip.\n\n[Arabic]:\nتم حضوري للطوارئ بتاريخ 8-9-2022م تم اخذ علاماتي الحيويه وتم انتظاري في الغرفة من الساعه 2 الى الساعة 3 ولم يتم مباشرة حالتي ولم يتم توضيح حالتي الصحيه من قبل الطبيبة بشكل مفصل تم الاكتفاء باعطائي مغذي فقط . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-21T14:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-13T21:00:00Z", "second_reminder_sent_at": "2022-09-16T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30134376, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-19 17:29:00", "resolved": "2022-09-18 00:00:00", "escalated": null, "first_reminder": "2022-09-14 00:00:00" }, "imported_at": "2026-04-13T21:56:06.538342", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0110", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 110 } } }, { "model": "complaints.complaint", "pk": "c9e5a2b7-9745-4c47-8ec9-5d15e9be963f", "fields": { "created_at": "2025-03-13T17:31:00Z", "updated_at": "2026-04-13T19:01:35.642Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3895", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Request for service purchase was denied, and the condition was not clearly diagnosed by the doctor.", "description": "Request for service purchase was denied, and the condition was not clearly diagnosed by the doctor.\n\n[Arabic]:\nرفض طلب شراء الخدمة ولم يتم تشخيص الحالة بشكل واضح من قبل الطبيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-15T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-13T17:31:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3895, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "c9e5c1c3-f56e-42ac-a55f-fa3536b0152c", "fields": { "created_at": "2025-08-31T14:09:00Z", "updated_at": "2026-04-13T19:02:37.677Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عيادة الاسنان-احمد تركستاني", "expected_result": "", "reference_number": "CMP-2025-08-4707", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have been late in getting my teeth fitted for 6 months and I want my 7800 refunded.", "description": "I have been late in getting my teeth fitted for 6 months and I want my 7800 refunded.\n\n[Arabic]:\nتأخير في تركيب الاسنان لمدة 6 اشهر واريد استعادة المبلغ 7800", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-02T14:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-31T14:09:00Z", "explanation_received_at": "2025-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4707, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "ca2b1600-45cb-4372-abbc-5ae64d962d16", "fields": { "created_at": "2025-01-15T16:27:00Z", "updated_at": "2026-04-13T19:01:13.044Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3540", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A discharge was written for the child without clarifying their health condition or ensuring their well-being.", "description": "A discharge was written for the child without clarifying their health condition or ensuring their well-being.\n\n[Arabic]:\nتم كتابة خروج لطفلھ دون توضيح الحالة الصحية لطفلھ أو الاطمئنان عليها", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 42, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-17T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-15T16:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3540, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "ca4fc6cf-59ec-405a-b819-e470b20cf5ad", "fields": { "created_at": "2023-10-15T10:40:00Z", "updated_at": "2026-04-13T18:58:30.731Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1718", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a problem with the app and the results were not sent to me.", "description": "There is a problem with the app and the results were not sent to me.\n\n[Arabic]:\nيوجد عطل في التطبيق ولم يتم ارسال النتائج لي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-14T21:00:00Z", "due_at": "2023-10-17T10:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-14T21:00:00Z", "explanation_received_at": "2023-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30162650, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-15 00:00:00", "closed": null, "received": "2023-10-15 13:40:00", "resolved": "2023-10-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.727624", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1718", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1718 } } }, { "model": "complaints.complaint", "pk": "ca5eab41-6414-40d0-bbec-d11bad431380", "fields": { "created_at": "2023-04-13T21:37:00Z", "updated_at": "2026-04-13T18:57:29.606Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1166", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Tests and imaging were requested by the doctor, but there has been no follow-up from the approval department of the insurance company.", "description": "Tests and imaging were requested by the doctor, but there has been no follow-up from the approval department of the insurance company.\n\n[Arabic]:\nتم طلب تحاليل واشعة من قبل الطبيب ولم يتم المتابعه من قبل قسم الموافقات لشركة التامين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-13T21:00:00Z", "due_at": "2023-04-15T21:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-13T21:00:00Z", "explanation_received_at": "2023-04-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30161565, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-04-14 00:00:00", "closed": null, "received": "2023-04-14 00:37:00", "resolved": "2023-04-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:29.599544", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1166", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1166 } } }, { "model": "complaints.complaint", "pk": "cac45844-e2af-451a-9045-056672553d83", "fields": { "created_at": "2023-02-01T17:18:00Z", "updated_at": "2026-04-13T18:57:05.278Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0846", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I tried contacting the approvals department, the approvals manager, and even the on-duty manager more than 10 times over the course of more than a day, and no one answered my calls even once.", "description": "I tried contacting the approvals department, the approvals manager, and even the on-duty manager more than 10 times over the course of more than a day, and no one answered my calls even once.\n\n[Arabic]:\n حاولت الاتصال بقسم الموافقات و مدير قسم الموافقات و حتى المدير المناوب لأكثر من 10 مرات على مدار\nاكثر من يوم و لم يتم الرد على الاتصال ولا أي مرة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-31T21:00:00Z", "due_at": "2023-02-03T17:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-01T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1763712, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-02-01 00:00:00", "closed": "2023-02-02 00:00:00", "received": "2023-02-01 20:18:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.270491", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0846", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 846 } } }, { "model": "complaints.complaint", "pk": "cac52aee-1207-4b27-b46c-e452a5497ebd", "fields": { "created_at": "2024-08-17T11:39:00Z", "updated_at": "2026-04-13T19:00:17.516Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2819", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were brought to the emergency room by the Red Crescent (following an accident) and they refused to submit a service purchase request despite the Red Crescent informing us that we would not pay any amounts for treatment.", "description": "We were brought to the emergency room by the Red Crescent (following an accident) and they refused to submit a service purchase request despite the Red Crescent informing us that we would not pay any amounts for treatment.\n\n[Arabic]:\nتم حضورنا الى طوارئ عن طريق الهلال الاحمر (اثر حادث ) ورفض رفع طلب شراء الخدمة رغم افادتنا من قبل الهلال الاحمر بعدم دفع اي مبالغ للعلاج . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-16T21:00:00Z", "due_at": "2024-08-19T11:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-16T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30340697, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-08-17 00:00:00", "closed": null, "received": "2024-08-17 14:39:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": "2024-08-18 00:00:00" }, "imported_at": "2026-04-13T22:00:17.510568", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2819", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2819 } } }, { "model": "complaints.complaint", "pk": "caceef5f-685b-4e72-8e47-ebef7cf77f79", "fields": { "created_at": "2023-12-17T12:20:00Z", "updated_at": "2026-04-13T18:58:54.857Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ABED ALLUHAIBI", "expected_result": "", "reference_number": "CMP-2023-12-1954", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I paid 15,000 riyals, including the surgery and hospitalization, as explained by the admissions office. They informed me that the amount covered both the surgery and hospitalization, and I wasn't informed that there might be additional charges. The agreement was made, and I paid the full amount. I performed the surgery on the patient. This afternoon, I was surprised to receive a call from the finance department informing me that I owe an additional 6,000 riyals that must be paid. I was not infor", "description": "I paid 15,000 riyals, including the surgery and hospitalization, as explained by the admissions office. They informed me that the amount covered both the surgery and hospitalization, and I wasn't informed that there might be additional charges. The agreement was made, and I paid the full amount. I performed the surgery on the patient. This afternoon, I was surprised to receive a call from the finance department informing me that I owe an additional 6,000 riyals that must be paid. I was not informed by any department in the hospital about the possibility of additional charges, or that the doctor used extra instruments I wasn't aware of. He was fully informed about the patient's condition before the procedure and should have been fully aware of what was going to be done. I would like clarification from the doctor if any other medical procedures were performed without informing the patient. I await your explanation.\n\n[Arabic]:\nتم دفع مبلغ 15000 ريال شامل العمليه والتنويم حسب ماوضح لنا مكتب التنويم وبلغني بان المبلغ شامل العمليه والتنويم ولم اعطى خبر بان احتمال يكون فيه مبالغ اضافيه وتم الاتفاق ودفع المبلغ كامل. واجرئيتي العمليه للمريضه . وتفاجئت اليوم الظهر باتصال من الماليه . يفيدني بان لدي مبلغ 6000 ريال اضافي ولابد من دفعه علمًا لم ابلغ من اي قسم بالمستشفى بان احتمال فيه مبالغ اضافية بان الطبيب قام باستخدام ادوات اضافيه ليس لدي علم فيها علما انه على اطلاع كامل على الحاله قبل عمل الاجراء والمفترض انه على علم كامل بما سوف يتم عمله اريد التوضيح من قبل الطبيب ان وجد اجراءات طبيه اخرى تم عملها بدون ابلاغ المريضه بانتظار التوضيح من قبلكم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-16T21:00:00Z", "due_at": "2023-12-19T12:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301121, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-17 00:00:00", "closed": null, "received": "2023-12-17 15:20:00", "resolved": null, "escalated": null, "first_reminder": "2023-12-19 00:00:00" }, "imported_at": "2026-04-13T21:58:54.852462", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1954", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجهاز الهمضي و الكبد والمناظير", "main": "الطبي" }, "original_complaint_num": 1954 } } }, { "model": "complaints.complaint", "pk": "cade029c-3cfd-43c7-95bd-e3a51e95fbcc", "fields": { "created_at": "2024-01-01T15:03:00Z", "updated_at": "2026-04-13T18:59:05.279Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2033-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was brought to the hospital as an emergency case with abdominal cramps, but the case was not admitted due to her Bupa insurance being rejected.", "description": "The patient was brought to the hospital as an emergency case with abdominal cramps, but the case was not admitted due to her Bupa insurance being rejected.\n\n[Arabic]:\nتم حضور المريضة الى المستشفى كحالة طارئة حيث لديها مغص في البطن ولم يتم استقبال الحالة لرفض تأمينها التابع لشركة بوبا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-31T21:00:00Z", "due_at": "2024-01-03T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-31T21:00:00Z", "explanation_received_at": "2024-01-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168793, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-01-01 00:00:00", "closed": null, "received": "2024-01-01 18:03:00", "resolved": "2024-01-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.274946", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2033-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2033 } } }, { "model": "complaints.complaint", "pk": "cb47c96e-9170-44d7-bb76-7f6b3442a413", "fields": { "created_at": "2023-01-08T14:46:00Z", "updated_at": "2026-04-13T18:56:54.805Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DALIA WAHEED ELYAMANY DEGHEED", "expected_result": "", "reference_number": "CMP-2023-01-0763", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "7e0e71c5-25e2-404f-a080-19a340d63fa4", "staff": "bcbd3edb-2cb8-4933-88a4-fec64b9b1c03", "title": "A breast ultrasound was performed on November 9, 2022, but details regarding the left breast were not mentioned. A subsequent ultrasound at another hospital confirmed the presence of a tumor in the left breast.\n", "description": "A breast ultrasound was performed on November 9, 2022, but details regarding the left breast were not mentioned. A subsequent ultrasound at another hospital confirmed the presence of a tumor in the left breast.\n\n\n[Arabic]:\nتم عمل اشعه صوتيه للثديين بتاريخ 9 نوفمبر 2022 ولم يتم ذكر التفاصيل نتيجه الثدي الايسر حيث تم عمل اشعه اخرى بمستشفى اخر وثبت وجود ورم في الثدي الايسر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-07T21:00:00Z", "due_at": "2023-01-10T14:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-07T21:00:00Z", "explanation_received_at": "2023-01-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30019203, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": ".1. Examination", "classification": "2.1.Deficient Information" }, "timeline": { "sent": "2023-01-08 00:00:00", "closed": null, "received": "2023-01-08 17:46:00", "resolved": "2023-01-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.801701", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0763", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": "763" } } }, { "model": "complaints.complaint", "pk": "cb5c2cd2-b5dd-46b6-85fc-b28631b2d584", "fields": { "created_at": "2024-02-27T16:58:00Z", "updated_at": "2026-04-13T18:59:19.663Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2240-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse (Eleen) was treated me and my baby badly, she wrapped the tape on baby’ arm strongly and I told her not to do but she keep doing that till baby’ arm became swollen and everyday it swollen more till doctor came and see baby arm in a very bad condition ", "description": "The nurse (Eleen) was treated me and my baby badly, she wrapped the tape on baby’ arm strongly and I told her not to do but she keep doing that till baby’ arm became swollen and everyday it swollen more till doctor came and see baby arm in a very bad condition \n\n[Arabic]:\nكانت الممرضة (إيلين) تعاملني أنا وطفلي معاملة سيئة، فقد لفت الشريط اللاصق حول ذراع الطفل بقوة، وطلبت منها التوقف، لكنها استمرت في ذلك حتى تورمت ذراع الطفل، وازداد التورم يومًا بعد يوم حتى جاء الطبيب ورأى ذراع الطفل في حالة سيئة للغاية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-27T21:00:00Z", "due_at": "2024-02-29T16:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-28T21:00:00Z", "second_reminder_sent_at": "2024-02-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-01T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226915, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-02-28 00:00:00", "closed": null, "received": "2024-02-27 19:58:00", "resolved": "2024-03-02 00:00:00", "escalated": null, "first_reminder": "2024-02-29 00:00:00" }, "imported_at": "2026-04-13T21:59:19.660115", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2240-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 2240 } } }, { "model": "complaints.complaint", "pk": "cb678f20-886f-4fde-b516-2109dd0f1263", "fields": { "created_at": "2023-05-16T12:10:00Z", "updated_at": "2026-04-13T18:57:39.970Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Mohammed Aslam Khushk", "expected_result": "", "reference_number": "CMP-2023-05-1257", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "e5f14c1c-1419-4d4b-ae51-c576abbdc798", "title": " I have appointment and i attendance on time but i didnt enter the clinic until i waited for 45 min. I asked the doctor about reason for the delay , he refused to complete the visit and asked me to go another doctor", "description": " I have appointment and i attendance on time but i didnt enter the clinic until i waited for 45 min. I asked the doctor about reason for the delay , he refused to complete the visit and asked me to go another doctor\n\n[Arabic]:\n\nلدي موعد وكنت حاضرًا في الوقت المحدد، لكنني لم أدخل العيادة حتى انتظرت لمدة 45 دقيقة. سألت الطبيب عن سبب التأخير، لكنه رفض إكمال الزيارة وطلب مني الذهاب إلى طبيب آخر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-28T21:00:00Z", "due_at": "2023-05-18T12:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-28T21:00:00Z", "explanation_received_at": "2023-06-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 990864, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2023-05-29 00:00:00", "closed": null, "received": "2023-05-16 15:10:00", "resolved": "2023-06-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.965170", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1257", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1257 } } }, { "model": "complaints.complaint", "pk": "cb85597d-8566-495d-8f28-5b70d9ad0250", "fields": { "created_at": "2022-10-11T19:12:00Z", "updated_at": "2026-04-13T18:56:18.421Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0333", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was no response from the nursing staff and there was no experience of the nursing staff in dealing with the child . The nursing staff is unhelpful and careless", "description": "There was no response from the nursing staff and there was no experience of the nursing staff in dealing with the child . The nursing staff is unhelpful and careless\n\n[Arabic]:\nلم يكن هناك أي رد من طاقم التمريض، ولم تكن لديهم أي خبرة في التعامل مع الطفل. طاقم التمريض غير متعاون ومهمل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-12T21:00:00Z", "due_at": "2022-10-13T19:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-12T21:00:00Z", "explanation_received_at": "2022-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30163241, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-13 00:00:00", "closed": null, "received": "2022-10-11 22:12:00", "resolved": "2022-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.410043", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0333", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 333 } } }, { "model": "complaints.complaint", "pk": "cbb9e917-22f1-43f2-95a4-bc2cb3c8b9d3", "fields": { "created_at": "2025-06-30T08:24:00Z", "updated_at": "2026-04-13T19:02:12.728Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ابراهيم احمد", "expected_result": "", "reference_number": "CMP-2025-06-4397", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that she visited Dr. Ibrahim Ahmed 3 months ago due to her daughter's weight loss and constant suffering from severe constipation. She reported noticing a continuous weight loss in her daughter, but the doctor said it was due to heredity. Upon follow-up at another health center, tests revealed that the child was suffering from diabetes, which in turn was causing the health problems she was suffering from. The patient wondered why the doctor did not run a blood sugar test on t", "description": "The patient reports that she visited Dr. Ibrahim Ahmed 3 months ago due to her daughter's weight loss and constant suffering from severe constipation. She reported noticing a continuous weight loss in her daughter, but the doctor said it was due to heredity. Upon follow-up at another health center, tests revealed that the child was suffering from diabetes, which in turn was causing the health problems she was suffering from. The patient wondered why the doctor did not run a blood sugar test on the child and did not address this issue before it increased the risks to her health.\n\n[Arabic]:\nفيد المراجعة بأنها راجعت لمدة 3 أشهر عند الطبيب إبراهيم أحمد بسبب نزول وزن إبنتها ومعاناتها المستمرة من الإمساك الشديد و أفادت بأنها تلاحظ نزول مستمر في وزن ابنتها لكن الطبيب قال أنها بسبب الوراثة , وعند المراجعة في مركز صحي آخر تبين بعد التحاليل بأن الطفلة تعاني من مرض السكري وذلك بدوره تسبب في المشاكل الصحية التي تعاني منها. المراجعة تتسائل لماذا الطبيب لم يعمل تحليل سكر للطفلة ولم يلتفت لهذا الموضوع قبل زيادة المخاطر للحالة الصحية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-02T08:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-30T08:24:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4397, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "cbc31efa-01ba-4577-97c3-1144a45d9975", "fields": { "created_at": "2025-05-03T15:56:00Z", "updated_at": "2026-04-13T19:01:57.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اخصائيين التخدير ", "expected_result": "", "reference_number": "CMP-2025-05-4116", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There were multiple failed attempts to insert the needle into the patient’s hand, which resulted in visible bruising that lasted for several days. These attempts were made by specialists. However, the procedure was later successfully performed on the first attempt by a third specialist named Nader. I request an investigation and appropriate action to be taken.", "description": "There were multiple failed attempts to insert the needle into the patient’s hand, which resulted in visible bruising that lasted for several days. These attempts were made by specialists. However, the procedure was later successfully performed on the first attempt by a third specialist named Nader. I request an investigation and appropriate action to be taken.\n\n[Arabic]:\nفشل حقن الابره في يد المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-05T15:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-03T15:56:00Z", "explanation_received_at": "2025-05-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4116, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "cbd99e48-af4c-499e-b129-f5764d1ef7a8", "fields": { "created_at": "2023-03-02T10:43:00Z", "updated_at": "2026-04-13T18:57:16.129Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.AHMAD NABEEL", "expected_result": "", "reference_number": "CMP-2023-03-0960", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended a meeting with Dr. Ahmed Nabil on February 26, 2023, to complain about Iman Yangstan. Afterwards, Dr. E'tisam held a meeting regarding my Portuguese passport.And I was told the diagnosis immediately: I had otitis media. I was asked to have an otogram, and when I went for the test and finished, I gave it to the doctor. He told me I was losing my hearing and needed to be given cortisone, and he prescribed medication.The doctor prescribed cortisone and asked me to have an MRI with contra", "description": "I attended a meeting with Dr. Ahmed Nabil on February 26, 2023, to complain about Iman Yangstan. Afterwards, Dr. E'tisam held a meeting regarding my Portuguese passport.And I was told the diagnosis immediately: I had otitis media. I was asked to have an otogram, and when I went for the test and finished, I gave it to the doctor. He told me I was losing my hearing and needed to be given cortisone, and he prescribed medication.The doctor prescribed cortisone and asked me to have an MRI with contrast dye, but I was upset by what he said, and it affected my mental state when he told me I would lose my hearing.I left without getting the medication and went to another hospital where I was examined and my ear was cleaned. Ear drops were prescribed and my problem was solved, and I am not suffering from any pain now.\n\n[Arabic]:\nتم حضوري بتاريخ 26 فبراير 2023م للدكتور احمد نبيل اشتكي من اذني اليمين ‏بعدها قام الدكتور بوضع جهاز الفحص في إذني اليمين خلال\nثواني معدودة أخبرني بالتشخيص فورا انه لدي التهاب في الأذن الوسطى حيث تم طلب مني تخطيط الأذن فعندما ذهبت للتخطيط وانتهيت منه أعطيته للدكتور فقال لي أنت تفقد سمعك ويجب اعطائك كرتزون وتم صرف دواء الكرتزون لي وطلب مني أن اعمل اشعه رنين مغناطيسي مع اخذ الصبغة ولكن تم استيائي من كلام الطبيب واثر ذلك على نفسيتي حين اخباره لي بانني سافقد السمع تم مغادرتي ولم اصرف الدواء وتم ذهابي الى مستشفى اخر تم الفحص علي وعمل لي تنظيف للأذن وتم صرف قطرات للاذن وتم حل مشكلتي ولا اعاني من اي الام الان.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-01T21:00:00Z", "due_at": "2023-03-04T10:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-01T21:00:00Z", "explanation_received_at": "2023-03-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30237906, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-03-02 00:00:00", "closed": null, "received": "2023-03-02 13:43:00", "resolved": "2023-04-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.118206", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0960", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 960 } } }, { "model": "complaints.complaint", "pk": "cbeee913-2be9-41e6-a0e7-e4c22ad8527d", "fields": { "created_at": "2025-01-15T15:38:00Z", "updated_at": "2026-04-13T19:01:12.879Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3535", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a strong odor inside the eye examination clinic\n\n\n\n", "description": "There is a strong odor inside the eye examination clinic\n\n\n\n\n\n[Arabic]:\nوجود رائحة قويه داخل عيادة اجراء الفحص للعيون ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-17T15:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-01-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-15T15:38:00Z", "explanation_received_at": "2025-01-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3535, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "cbf00bc6-ff48-44c7-8c66-593c27f36a5d", "fields": { "created_at": "2025-05-20T11:02:00Z", "updated_at": "2026-04-13T19:02:00.169Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية ", "expected_result": "", "reference_number": "CMP-2025-05-4199", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-22T11:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-20T11:02:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4199, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "cc199646-1755-4312-a2af-b38367440c1a", "fields": { "created_at": "2024-09-25T12:51:00Z", "updated_at": "2026-04-13T19:00:28.832Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2956", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor raised his voice and became agitated during the patient's daughter's visit, saying, \"Take your mother out. The ministry won't cover the cost, and the case doesn't warrant it.\" His manner was completely unprofessional. My mother suffered a heart attack shortly after this statement and his unprofessional behavior.", "description": "The doctor raised his voice and became agitated during the patient's daughter's visit, saying, \"Take your mother out. The ministry won't cover the cost, and the case doesn't warrant it.\" His manner was completely unprofessional. My mother suffered a heart attack shortly after this statement and his unprofessional behavior.\n\n[Arabic]:\nتم رفع الصوت من قبل الدكتور والانزعاج وقت زيارة ابنة المريضة حيث قال\"اخرجوا والدتكم الوزاره لا تتكلف بدفع المبلغ والحالة لاتستدعي \" كان اسلوبه غير مهني ابداً علماً بأن والدتي تعرضت لسكتة قلبية بعد فترة من هذا الكلام وعدم المهنية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-24T21:00:00Z", "due_at": "2024-09-27T12:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-24T21:00:00Z", "explanation_received_at": "2024-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-28T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1493917, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-09-25 00:00:00", "closed": null, "received": "2024-09-25 15:51:00", "resolved": "2024-09-29 00:00:00", "escalated": null, "first_reminder": "2024-09-28 00:00:00" }, "imported_at": "2026-04-13T22:00:28.827360", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2956", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 2956 } } }, { "model": "complaints.complaint", "pk": "cc53dec7-acf9-42ce-b03e-989219ca59d6", "fields": { "created_at": "2024-09-30T11:01:00Z", "updated_at": "2026-04-13T19:00:29.396Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2979", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have requested three days of official paternity leave during the first week after the birth. I would like my leave to be taken on any three days of that week, as the hospital does not limit it to the first three days. I would like my leave to be taken on the last three days of the first week, starting Monday, September 30, 2024, and ending Wednesday, October 2, 2024. The three days are Monday, Tuesday, and Wednesday. Please advise.", "description": "I have requested three days of official paternity leave during the first week after the birth. I would like my leave to be taken on any three days of that week, as the hospital does not limit it to the first three days. I would like my leave to be taken on the last three days of the first week, starting Monday, September 30, 2024, and ending Wednesday, October 2, 2024. The three days are Monday, Tuesday, and Wednesday. Please advise.\n\n[Arabic]:\nطالبت باجازة أبوة رسمية مدتها ٣ ايام في اول اسبوع من تاريخ الولادة في اي ثلاث ايام من الاسبوع الاول بالتواريخ المطلوبة وليس للمستشفى حدها في اول 3 ايام من تاريخ الولادة فقط , ارغب بوضع تواريخ اجازتي في اخر ثلاث ايام من الاسبوع الاول وهي تبدأ ( يوم الاثنين ٢٠٢٤/٩/٣٠ م وتنتهي الاربعاء ٢٠٢٤/١٠/٢ م ) . ثلاث ايام / الاثنين - الثلاثاء- الاربعاء , ارجو الافادة ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-29T21:00:00Z", "due_at": "2024-10-02T11:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-30T21:00:00Z", "second_reminder_sent_at": "2024-10-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-29T21:00:00Z", "explanation_received_at": "2024-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-02T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1396194, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-09-30 00:00:00", "closed": null, "received": "2024-09-30 14:01:00", "resolved": "2024-10-03 00:00:00", "escalated": null, "first_reminder": "2024-10-01 00:00:00" }, "imported_at": "2026-04-13T22:00:29.388591", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2979", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2979 } } }, { "model": "complaints.complaint", "pk": "cc64fcba-35f1-438b-be20-e4a304c9fadd", "fields": { "created_at": "2024-02-08T16:34:00Z", "updated_at": "2026-04-13T18:59:17.955Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2180", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visit vaccination room today with my baby 4 years old to took a vaccine and open my phone cam to took \n nice photo to my baby while he took the vaccine without tooking any photo to the nurse but she is angry at\n .me and hit my baby while inserted the vaccine violently into the child body", "description": "I visit vaccination room today with my baby 4 years old to took a vaccine and open my phone cam to took \n nice photo to my baby while he took the vaccine without tooking any photo to the nurse but she is angry at\n .me and hit my baby while inserted the vaccine violently into the child body\n\n[Arabic]:\nذهبت اليوم إلى غرفة التطعيم مع طفلي البالغ من العمر أربع سنوات لأخذ لقاح، وفتحت كاميرا هاتفي لألتقط له صورة جميلة أثناء تلقيه اللقاح، لكنني لم ألتقط أي صورة للممرضة، فغضبت مني وضربت طفلي أثناء إدخال اللقاح بعنف في جسده.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-09T21:00:00Z", "due_at": "2024-02-10T16:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-09T21:00:00Z", "explanation_received_at": "2024-02-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30105091, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-02-10 00:00:00", "closed": null, "received": "2024-02-08 19:34:00", "resolved": "2024-02-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:17.944909", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2180", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2180 } } }, { "model": "complaints.complaint", "pk": "cc740b3b-b967-4157-8340-940ebd7824fb", "fields": { "created_at": "2023-11-01T16:53:00Z", "updated_at": "2026-04-13T18:58:40.973Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1784", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": ": the vaccinations have not added to the system \n file / 30293348 - Nada ID / 1115275412\nfile / 30295505 / baby ID / 1211953300 ", "description": ": the vaccinations have not added to the system \n file / 30293348 - Nada ID / 1115275412\nfile / 30295505 / baby ID / 1211953300 \n\n[Arabic]:\nلم تُضَف التطعيمات إلى النظام.\n\nملف / 30293348 - معرف ندى / 1115275412\nملف / 30295505 / معرف الطفل / 1211953300", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-31T21:00:00Z", "due_at": "2023-11-03T16:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-31T21:00:00Z", "explanation_received_at": "2023-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293348, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-01 00:00:00", "closed": null, "received": "2023-11-01 19:53:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:40.965339", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1784", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1784 } } }, { "model": "complaints.complaint", "pk": "cc91c597-64b1-446f-af12-297ca1f244f3", "fields": { "created_at": "2022-10-31T09:11:00Z", "updated_at": "2026-04-13T18:56:22.499Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "4920-ADEL MOHAMMED ALHUSSAMI ", "expected_result": "", "reference_number": "CMP-2022-10-0475", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter was visited on October 27, 2022. She was upset about not knowing the cause of her severe pain and relying on her own opinion and what she believes, as my daughter told the doctor that she thinks she has reflux, and the doctor did not ask her any questions to confirm or deny what she thinks, such as what she eats or drinks, or anything like that.", "description": "My daughter was visited on October 27, 2022. She was upset about not knowing the cause of her severe pain and relying on her own opinion and what she believes, as my daughter told the doctor that she thinks she has reflux, and the doctor did not ask her any questions to confirm or deny what she thinks, such as what she eats or drinks, or anything like that.\n\n[Arabic]:\n تم زيارة ابنتي بتاريخ 27 اكتوبر 2022م تم استيائها من ناحية معرفة مسببات الآلم الشديدة لديها و\nالاعتماد على رايها و ما تعتقده، حيث ان ابنتي ذكرت للدكتور انها تعتقد ان لديها ارتجاع، و الدكتور\nلم يسالها عن اي سؤال يؤكد او ينفي ما تعتقده مثل نوع الاكل او الشرب او نحو ذلك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-28T21:00:00Z", "due_at": "2022-11-02T09:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-30T21:00:00Z", "second_reminder_sent_at": "2022-10-31T21:00:00Z", "escalated_at": "2022-11-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-05-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029973, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-10-29 00:00:00", "closed": "2023-05-07 00:00:00", "received": "2022-10-31 12:11:00", "resolved": null, "escalated": "2022-11-02 00:00:00", "first_reminder": "2022-10-31 00:00:00" }, "imported_at": "2026-04-13T21:56:22.496186", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0475", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 475 } } }, { "model": "complaints.complaint", "pk": "ccc7877e-4e73-4ded-9de5-78a98fb6dbc8", "fields": { "created_at": "2025-01-09T09:28:00Z", "updated_at": "2026-04-13T19:01:11.490Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3484", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to take vital signs in the emergency department.", "description": "Failure to take vital signs in the emergency department.\n\n[Arabic]:\nلم يتم اخذ العلامات الحيويه لدى قسم الطوارى", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-11T09:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-09T09:28:00Z", "explanation_received_at": "2025-01-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3484, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "ccec3af2-2bea-42e7-898b-3bcec826bd5c", "fields": { "created_at": "2025-09-18T11:42:00Z", "updated_at": "2026-04-13T19:02:49.478Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4892", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that medications are not being provided during his visits to the hospital, and this issue occurs repeatedly.", "description": "The patient reports that medications are not being provided during his visits to the hospital, and this issue occurs repeatedly.\n\n[Arabic]:\nيفيد المريض انه لايتم توفير الادويه اثناء زياراته للمستشفى وبشكل متكرر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-20T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-18T11:42:00Z", "explanation_received_at": "2025-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4892, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "ccf24ebc-57e7-4388-a27e-a64d7ee0e0b9", "fields": { "created_at": "2023-08-27T16:20:00Z", "updated_at": "2026-04-13T18:58:10.361Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1555", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child was hospitalized due to an asthma attack. After diagnosis by the doctor, medications were prescribed, including (Profenal), which causes and increases my child's suffocation symptoms, as it was taken previously and caused the symptoms I mentioned. Note that I confirmed this before giving it to the child, and I demand an investigation into the matter.", "description": "My child was hospitalized due to an asthma attack. After diagnosis by the doctor, medications were prescribed, including (Profenal), which causes and increases my child's suffocation symptoms, as it was taken previously and caused the symptoms I mentioned. Note that I confirmed this before giving it to the child, and I demand an investigation into the matter.\n\n[Arabic]:\nتم تنويم طفلتي بسبب ازمة ربو وبعد التشخيص من قبل الطبيب تم وصف ادويه ومن ضمنها (بروفينال ) الذي يسبب ويزيد من اعراض الاختناق لدى طفلتي حيث انه تم اخذه سابقا وسبب مارذكرته من اعراض علما انه تم التاكيد من قبلي قبل اعطاء الطفله واطالب بالتحقيق بالامر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-27T21:00:00Z", "due_at": "2023-08-29T16:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-27T21:00:00Z", "explanation_received_at": "2023-08-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30036675, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2023-08-28 00:00:00", "closed": null, "received": "2023-08-27 19:20:00", "resolved": "2023-08-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.358040", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1555", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 1555 } } }, { "model": "complaints.complaint", "pk": "cd034e59-ebcc-4de5-a551-0759d4d1dd14", "fields": { "created_at": "2022-12-17T12:53:00Z", "updated_at": "2026-04-13T18:56:44.474Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8635-EZZAT ABDEL AZIEM ALI ", "expected_result": "", "reference_number": "CMP-2022-12-0676", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 13, 2022, I went to see Dr. Ezzat – on the waiting list – as my regular doctor was on leave and I needed a prescription to refill my restricted medication. After I went in, he was very upset with me and reprimanded me for coming without an appointment, saying he was busy and that I had upset the other patients. Furthermore, when he asked if I needed any other medication, I said I didn't know. He then asked me what I needed for anxiety and depression, repeating these questions several", "description": "On December 13, 2022, I went to see Dr. Ezzat – on the waiting list – as my regular doctor was on leave and I needed a prescription to refill my restricted medication. After I went in, he was very upset with me and reprimanded me for coming without an appointment, saying he was busy and that I had upset the other patients. Furthermore, when he asked if I needed any other medication, I said I didn't know. He then asked me what I needed for anxiety and depression, repeating these questions several times. I told him to see if what I was already taking was enough. I explained that it wasn't up to me to decide if what I was taking was sufficient or if I needed other medications. He hadn't even diagnosed me or listened to me; I simply said I wanted a refill, and he asked if I needed any other medications.\n\n[Arabic]:\nبتاريخ 13 ديسمبر2022م تم دخولي على د.عزت -انتظار- حيث ان الطبيب المعالج لي في اجازه واحتاج الى ورقه لاعادة صرف الدواء المقيد. بعد دخولي عليه كان مستاء مني جداً ويؤنبني اني حضرت بدون موعد ولديه زحمه واني تسببت باستياء باقي المرضى ، بالاضافة الى حينما سالني ان ما كنت احتاج دواء اخر قلت لا اعرف فقال لي ما تحتاجين للقلق والاكتئاب؟ وكرر علي هذه الاسئله كثيرا ، اجبته ان يرى هو ان كانت تكفي او لا. فانا لست من يحدد ان ما كان تكفيني ولست انا من يحدد ان كنت احتاج ادويه اخرى مع العلم لم يشخصني ولم يسمع مني شيء فقط قلت اني اريد اعادة صرف وسالني ان كنت اريد ادويه اخرى. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T12:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-17T21:00:00Z", "second_reminder_sent_at": "2022-12-18T21:00:00Z", "escalated_at": "2022-12-19T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30108315, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 15:53:00", "resolved": "2022-12-29 00:00:00", "escalated": "2022-12-20 00:00:00", "first_reminder": "2022-12-18 00:00:00" }, "imported_at": "2026-04-13T21:56:44.465972", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0676", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 676 } } }, { "model": "complaints.complaint", "pk": "cd0a905b-7c8d-4441-9cbf-85698050a076", "fields": { "created_at": "2025-04-20T12:10:00Z", "updated_at": "2026-04-13T19:01:47.898Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4046", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Costs not covered by insurance", "description": "Costs not covered by insurance\n\n[Arabic]:\nعدم تغطية التكاليف من التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-22T12:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-20T12:10:00Z", "explanation_received_at": "2025-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4046, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "cd5e4cc1-4ccf-4a04-9837-b6dd0e4cff0c", "fields": { "created_at": "2025-07-08T10:15:00Z", "updated_at": "2026-04-13T19:02:22.877Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره عزه بشير ", "expected_result": "", "reference_number": "CMP-2025-07-4432", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Do not remove the pregnancy chip and install another chip\n", "description": "Do not remove the pregnancy chip and install another chip\n\n\n[Arabic]:\nعدم ازالة شريحة الحمل وتركيب شريحه اخرى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-10T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-08T10:15:00Z", "explanation_received_at": "2025-07-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4432, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "cd90b81d-9ef2-4c4f-86e1-f67c7222e76b", "fields": { "created_at": "2023-01-03T16:42:00Z", "updated_at": "2026-04-13T18:56:54.507Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0740", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the hospital for a natural birth, and as soon as I arrived, I told the emergency room doctor I wanted an epidural. She said it was a good time. I waited for about three hours while they prepared the injection, including tests and other procedures. The anesthesiologist arrived at 1:00 PM, and we were told we had to pay for the epidural.Until the insurance company received approval, the cost of the injection was paid. The employee said he had sent the request to the insurance company, bu", "description": "I went to the hospital for a natural birth, and as soon as I arrived, I told the emergency room doctor I wanted an epidural. She said it was a good time. I waited for about three hours while they prepared the injection, including tests and other procedures. The anesthesiologist arrived at 1:00 PM, and we were told we had to pay for the epidural.Until the insurance company received approval, the cost of the injection was paid. The employee said he had sent the request to the insurance company, but it hadn't been processed. The full amount would be refunded upon the insurance company's approval. Then...Five days after our discharge from the hospital following the procedure, we inquired about reimbursement for the epidural. Upon follow-up, it was discovered that the approval had not been sent to the insurance company. Therefore, we submitted a separate application for reimbursement of the epidural, in addition to the application that the insurance company had rejected.\n\n[Arabic]:\nدخلت إلى المستشفى للولادة الطبيعية، وما إن دخلتُ حتى أخبرتُ طبيبة قسم الطوارئ برغبتي في الحصول على ابره الظهر . قالت إن الوقت مناسبٌ لذلك. انتظرتُ حوالي ثلاث ساعاتٍ بينما كانوا يُجرون الإجراءات اللازمة للحقنة، بما في ذلك الفحوصات وبعض الأمور الأخرى. وصل طبيب التخدير في تمام الساعة الواحدة ظهرًا، وأُبلغنا بضرورة دفع ثمن ابره الظهر. الى ان يتم إرسال الموافقة إلى شركة التأمين، ودُفعت تكلفة الابره. قال الموظف إنه أرسل الطلب إلى شركة التأمين، لكن لم يتم ذلك. سيتم استرداد المبلغ كاملاً عند موافقة شركة التأمين. ثم...\nبعد ذلك، في تمام الساعة 2:30، قرر الطبيب إجراء عملية قيصرية لأن حالة المريضة كانت خطيرة. بعد خمسة أيام من خروجنا من المستشفى بعد العملية، استفسرنا عن استرداد تكلفة ابره الظهر وبعد المتابعة. تبين أن الموافقة لم تُرسل إلى شركة التأمين. لذلك، قدمنا ​​طلبًا منفصلاً للموافقة على ابره الظهر، بالإضافة إلى الطلب الذي رفضته شركة التأمين.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-02T21:00:00Z", "due_at": "2023-01-05T16:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-02T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1739979, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-01-03 00:00:00", "closed": null, "received": "2023-01-03 19:42:00", "resolved": "2023-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.504899", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0740", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 740 } } }, { "model": "complaints.complaint", "pk": "cdbc4f36-f7db-4413-9c42-5690f8e348c7", "fields": { "created_at": "2025-03-20T20:32:00Z", "updated_at": "2026-04-13T19:01:36.646Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ايناس الأمين", "expected_result": "", "reference_number": "CMP-2025-03-3927-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's son complains about the use of force during the mucus suction procedure, which resulted in a wound in the patient's mouth.", "description": "The patient's son complains about the use of force during the mucus suction procedure, which resulted in a wound in the patient's mouth.\n\n[Arabic]:\nيشتكي ابن المريضة من استخدام القوة اثناء اجراء سحب البلغم مما تسبب بجرح في فم المريضة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-22T20:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-21T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-20T20:32:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3927, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "cdd5cefb-5790-493f-be5a-1d866c562102", "fields": { "created_at": "2023-09-09T18:44:00Z", "updated_at": "2026-04-13T18:58:18.943Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1591", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I went to the doctor's clinic with external tests that took about five days, and he refused to look at them, explaining that it was necessary to do the tests inside the hospital to prescribe Monjaro injections. Note that I asked the doctor and confirmed that the required concentration of the injection was available: 10, 7.5, and 5. He explained and confirmed that what I requested was available, and on this basis, I did all the tests and paid in cash. After doing the tests and going back to him,", "description": " I went to the doctor's clinic with external tests that took about five days, and he refused to look at them, explaining that it was necessary to do the tests inside the hospital to prescribe Monjaro injections. Note that I asked the doctor and confirmed that the required concentration of the injection was available: 10, 7.5, and 5. He explained and confirmed that what I requested was available, and on this basis, I did all the tests and paid in cash. After doing the tests and going back to him, he told me that what I requested was not available, and until now the prescription has not been available. Note that I have been in contact with the pharmacy for a month, and they have not informed me when the medicine will be available.\n\n[Arabic]:\nتم الحضور لدى عيادة الطبيب ومعي تحاليل خارجيه مدتها خمس ايام تقريبا ورفض الاطلاع عليها موضح بضرورة عمل التحاليل داخل المستشفى لوصف ابر المونجاروا علما انه تم سوال الطبيب والتاكيد على وجود التركيز المطلوب من الابره 10 , 7.5 والتركيز 5 وتم التوضيح والتاكيد من قبله بتوفر ماطلبت وعلى هذا الاساس قمت بعمل جميع التحاليل والدفع كاش وبعد عمل التحاليل والرجوع له يفيدني بعدم وجود ماطلبت والى الان لم تتوفر الوصفه علما اني اكملت الشهر على تواصل مع الصيدليه ايضا ولم يتم افادتي بوقت توفر الدواء . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-09T21:00:00Z", "due_at": "2023-09-11T18:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-09T21:00:00Z", "explanation_received_at": "2023-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30281963, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2023-09-10 00:00:00", "closed": " ", "received": "2023-09-09 21:44:00", "resolved": "2023-10-03 00:00:00", "escalated": " ", "first_reminder": " 2023/09/10" }, "imported_at": "2026-04-13T21:58:18.933874", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1591", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1591 } } }, { "model": "complaints.complaint", "pk": "ce07a040-a489-4110-a414-a7218475a7f4", "fields": { "created_at": "2024-10-15T13:29:00Z", "updated_at": "2026-04-13T19:00:38.792Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3041", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My elderly father had an appointment, and after the trouble of coming, we were informed, after asking about Dr. Mahfouz Saeed, that the appointment with him had been cancelled because he had surgeries, without our prior knowledge and without contacting us before the appointments.", "description": "My elderly father had an appointment, and after the trouble of coming, we were informed, after asking about Dr. Mahfouz Saeed, that the appointment with him had been cancelled because he had surgeries, without our prior knowledge and without contacting us before the appointments.\n\n[Arabic]:\nكان هناك موعد لوالدي الكبير في السن وبعد عناء القدوم تم اخبارنا بعد السؤال عن الطبيب محفوظ سعيد بان الموعد معه تم الغاءه لان لديه عمليات بدون سابق علمنا وبدون التواصل معنا من قبل المواعيد ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-18T21:00:00Z", "due_at": "2024-10-17T13:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-18T21:00:00Z", "explanation_received_at": "2024-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-20T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292900, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-10-19 00:00:00", "closed": null, "received": "2024-10-15 16:29:00", "resolved": "2024-10-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.790415", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3041", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 3041 } } }, { "model": "complaints.complaint", "pk": "ce32c00c-152c-4fe4-8603-eb473a38e583", "fields": { "created_at": "2023-06-17T16:22:00Z", "updated_at": "2026-04-13T18:57:49.781Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.DALIA", "expected_result": "", "reference_number": "CMP-2023-06-1354", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was forced by the mentioned doctor to undergo an internal ultrasound, despite informing the gynecologist that she wanted an external ultrasound. We were shocked by Dr. Dalia's unprofessional behavior, as she raised her voice at my wife, telling her that they had called her from home to perform the internal ultrasound and that the situation was not urgent. She informed me that she would not perform the internal ultrasound and would do whatever she wanted.", "description": "My wife was forced by the mentioned doctor to undergo an internal ultrasound, despite informing the gynecologist that she wanted an external ultrasound. We were shocked by Dr. Dalia's unprofessional behavior, as she raised her voice at my wife, telling her that they had called her from home to perform the internal ultrasound and that the situation was not urgent. She informed me that she would not perform the internal ultrasound and would do whatever she wanted.\n\n[Arabic]:\nتم اجبار زوجتي على أشعة السونار الداخلية من قبل الدكتوره المذكوره مع العلم انه تم اخبار دكتورة النساء والولاده بأن المريضة تريد أشعه سونار خارجية ولكن تفاجأنا من أسلوب الدكتوره داليا الغير مهني حيث قامت برفع صوتها على المريضة وتخبرها انهم قامو باستدعائها من البيت لعمل الاشعه الداخليه وان الحاله غير حرجه واخبرتني انها لن تقوم بعمل الاشعه الداخليه وسوف تقوم بما ترغب به . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-16T21:00:00Z", "due_at": "2023-06-19T16:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-25T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30260887, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-06-17 00:00:00", "closed": "2023-06-26 00:00:00", "received": "2023-06-17 19:22:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.777244", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1354", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1354 } } }, { "model": "complaints.complaint", "pk": "ce56bf3a-34f4-4e10-9f61-732378e49ad3", "fields": { "created_at": "2023-11-25T11:31:00Z", "updated_at": "2026-04-13T18:58:44.873Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.WALAA", "expected_result": "", "reference_number": "CMP-2023-11-1886", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit a medical report", "description": "Failure to submit a medical report\n\n[Arabic]:\nعدم تسليم تقرير طبي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-24T21:00:00Z", "due_at": "2023-11-27T11:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-24T21:00:00Z", "explanation_received_at": "2023-11-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 52507, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-25 00:00:00", "closed": null, "received": "2023-11-25 14:31:00", "resolved": "2023-11-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.868185", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1886", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1886 } } }, { "model": "complaints.complaint", "pk": "ce781089-11c8-4fdd-a9c0-fe8edd7cb64a", "fields": { "created_at": "2025-11-08T10:50:00Z", "updated_at": "2026-04-13T19:03:13.247Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5248", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The service provider refused to accept the patient and demanded full payment of the consultation fee, claiming the insurance had expired. They failed to submit a claim to the insurance company (Aseeg) or provide any proof of the insurance expiration. The insurance company also refused to pay compensation and consultation fees after the invoices were submitted, stating they had not received any claim from the service provider (Al Hammadi Hospital).", "description": "The service provider refused to accept the patient and demanded full payment of the consultation fee, claiming the insurance had expired. They failed to submit a claim to the insurance company (Aseeg) or provide any proof of the insurance expiration. The insurance company also refused to pay compensation and consultation fees after the invoices were submitted, stating they had not received any claim from the service provider (Al Hammadi Hospital).\n\n[Arabic]:\nرفض مزود الخدمة استقبال الحالة وطلب دفع رسوم المعاينة بالكامل بحجة أن التأمين منتهي، ولم يقم برفع طلب لشركة التأمين (شركة أسيج) أو تقديم أي إثبات بانتهاء التأمين. كما رفضت شركة التأمين دفع التعويضات وأجور المعاينة بعد تقديم الفواتير، معللة ذلك بأنها لم تتلقَّ أي طلب من مزود الخدمة (مستشفى الحمادي ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 98, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-10T10:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-08T10:50:00Z", "explanation_received_at": "2025-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5248, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "ceabd13a-caf0-4dce-9b65-c191d6aa9b80", "fields": { "created_at": "2022-09-13T13:46:00Z", "updated_at": "2026-04-13T18:56:06.263Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0109", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother suffers from kidney failure and is constantly attending dialysis. We are upset that there are no good wheelchairs available. I have informed the administration several times, but to no avail. We are still suffering from the same problem. The wheelchairs are unusable.", "description": "My mother suffers from kidney failure and is constantly attending dialysis. We are upset that there are no good wheelchairs available. I have informed the administration several times, but to no avail. We are still suffering from the same problem. The wheelchairs are unusable.\n\n[Arabic]:\nوالدتي تعاني من الفشل الكلوي ويتم حظورها بشكل مستمر لعمل غسيل الكلى وتم استيائنا بعدم وجود كراسي متحركه جيده حيث تم ابلاغي للاداره عدة مرات ولكن دون جدوى ولا زلنا نعاني من نفس الاشكالية حتى الان ، الكراسي المتحركة غير صالحة للاستخدام . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-12T21:00:00Z", "due_at": "2022-09-15T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-12T21:00:00Z", "explanation_received_at": "2022-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-13T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 920363, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.6.Resources", "classification": "3.6.1.Medical supply shortage" }, "timeline": { "sent": "2022-09-13 00:00:00", "closed": null, "received": "2022-09-13 16:46:00", "resolved": "2022-09-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.257875", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0109", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 109 } } }, { "model": "complaints.complaint", "pk": "cebb6e51-52d5-4b19-bfb6-6553a423daf8", "fields": { "created_at": "2025-12-08T08:44:00Z", "updated_at": "2026-04-13T19:03:24.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.ABDULAZIZ ABDULLAH ASIRI", "expected_result": "", "reference_number": "CMP-2025-12-5430", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient, Wafaa, reports that she visited Dr. Abdulaziz Asiri for root canal treatment, but he exceeded the permissible limits for working on the tooth's roots, causing her severe pain that does not subside with painkillers. On Sunday, December 7, 2025, she went to see another doctor as recommended by the head of the department and paid the consultation fee, but the doctor did not see her after she waited for approximately two hours. Please consider her case, as she is still suffering from to", "description": "The patient, Wafaa, reports that she visited Dr. Abdulaziz Asiri for root canal treatment, but he exceeded the permissible limits for working on the tooth's roots, causing her severe pain that does not subside with painkillers. On Sunday, December 7, 2025, she went to see another doctor as recommended by the head of the department and paid the consultation fee, but the doctor did not see her after she waited for approximately two hours. Please consider her case, as she is still suffering from tooth pain and her dental insurance coverage has been exhausted.\n\n[Arabic]:\nتفيد المراجعة وفاء بأنها قد حضرت لعلاج عصب السن عند الطبيب عبدالعزيز عسيري لكنه تجاوز الحد المسموح للعمل على جذور السن مما سبب لها الام شديدة لا تهدأ مع المسكنات. وفي يوم الأحد 7 ديسمبر 2025 حضرت المراجعة للكشف عند طبيب آخر بناء على توصية رئيس القسم ودفعت الكشفية ولكن الطبيب لم يستقبل الحالة بعد الانتظار حوالي ساعتين. الرجاء النظر في الحالة حيث أنها تعاني من الام الاسنان حتى الان وقد تم استنفاذ التغطية التأمينية لها لخدمات الاسنان.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-10T08:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-08T08:44:00Z", "explanation_received_at": "2025-12-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5430, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "ceda6599-a9d6-4a59-8693-b085ac0f36d5", "fields": { "created_at": "2023-05-21T14:02:00Z", "updated_at": "2026-04-13T18:57:40.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDULAZIZ", "expected_result": "", "reference_number": "CMP-2023-05-1271-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On May 21, 2023, I went to the emergency department to admit my daughter. We waited for more than 3 hours in the emergency room for the admission procedures to be completed. When we approached the on-duty manager multiple times, he justified the delay by saying there was a shortage of nurses. During our first visit to him, he called the nurses, who informed him to take the child. However, upon returning to the emergency room, it became clear that they had not taken the child and did not respond ", "description": "On May 21, 2023, I went to the emergency department to admit my daughter. We waited for more than 3 hours in the emergency room for the admission procedures to be completed. When we approached the on-duty manager multiple times, he justified the delay by saying there was a shortage of nurses. During our first visit to him, he called the nurses, who informed him to take the child. However, upon returning to the emergency room, it became clear that they had not taken the child and did not respond to us.\n\n[Arabic]:\nتم الحضور بتاريخ 21 مايو 2023م الى قسم الطوارئ وذلك لتنويم طفلتي حيث تم انتظارنا لمدة تتجاوز ال٣ ساعات بالطوارئ لأنهاء اجراءت دخولهم وتنويمهم وعند مراجعه المدير المناوب لأكثر من مره برر ذالك بوجود نقص بالممرضات! في اول مره تمت مراجعته اتصل بالممرضات وتمت افادته بأخذ الطفل وعند الرجوع للغرفة للطوارئ اتضح بأنهم لم يأخذو الطفل ولم يتم التجاوب .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-21T21:00:00Z", "due_at": "2023-05-23T14:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-22T21:00:00Z", "second_reminder_sent_at": "2023-05-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-21T21:00:00Z", "explanation_received_at": "2023-05-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267717, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-05-22 00:00:00", "closed": null, "received": "2023-05-21 17:02:00", "resolved": "2023-05-25 00:00:00", "escalated": null, "first_reminder": "2023-05-23 00:00:00" }, "imported_at": "2026-04-13T21:57:40.551468", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1271-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1271 } } }, { "model": "complaints.complaint", "pk": "cf166c6a-f457-40be-be98-bb5b246274fb", "fields": { "created_at": "2022-11-18T12:42:00Z", "updated_at": "2026-04-13T18:56:32.272Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0574", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to get my child vaccinated, but when I arrived I was told that I had to come from 5 pm. I was told that the vaccination was available on Friday, but when I arrived I was not received and I was told that the vaccination is not given on Friday.", "description": "I came to get my child vaccinated, but when I arrived I was told that I had to come from 5 pm. I was told that the vaccination was available on Friday, but when I arrived I was not received and I was told that the vaccination is not given on Friday.\n\n[Arabic]:\nتم الحضور لاخذ تطعيم لطفلي ولكن عند حضوري تم ابلاغي بانه يجب الحضور من الساعه 5 مساء حيث تم ابلاغي بأن التطعيم متاح يوم الجمعة وعند حضوري لم يتم استقبالي وابلغوني بان لا يتم اعطاء التطعيم يوم الجمعة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-17T21:00:00Z", "due_at": "2022-11-20T12:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-17T21:00:00Z", "explanation_received_at": "2022-11-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-20T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30113784, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-11-18 00:00:00", "closed": null, "received": "2022-11-18 15:42:00", "resolved": "2022-11-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:32.261932", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0574", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 574 } } }, { "model": "complaints.complaint", "pk": "cf1702dc-b2c7-43f6-b3d2-c9b18ce2fb69", "fields": { "created_at": "2023-01-23T11:45:00Z", "updated_at": "2026-04-13T18:56:56.264Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. TAREK ALSHARAWI", "expected_result": "", "reference_number": "CMP-2023-01-0793", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to room 3124 and waited a long time for the biopsy, as I had been given the contrast dye before receiving approval from the insurance company. No alternative procedure was offered. After discussing it with Dr. Tariq, I was told to wait for approval and repeat the procedure after 74 hours.\n", "description": "I was admitted to room 3124 and waited a long time for the biopsy, as I had been given the contrast dye before receiving approval from the insurance company. No alternative procedure was offered. After discussing it with Dr. Tariq, I was told to wait for approval and repeat the procedure after 74 hours.\n\n\n[Arabic]:\nتم الدخول لغرفة التنويم 3124 وتم الانتظار لمدة طويله ليتم اجراء اشعة الخزعة حيث انھ تم اعطائي الصبغة قبل\nالوصول على الموافقه من قبل شركة التامين ولم يتم اتخاذ اي اجراء بديل وبعد مناقشة الدكتور طارق تمت افادتي\nباانتظار الموافقه واعادة اجراءها بعد 74 ساعة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-22T21:00:00Z", "due_at": "2023-01-25T11:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-27T21:00:00Z", "second_reminder_sent_at": "2023-01-27T21:00:00Z", "escalated_at": "2023-01-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-22T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20040379, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-01-23 00:00:00", "closed": null, "received": "2023-01-23 14:45:00", "resolved": null, "escalated": "2023-01-29 00:00:00", "first_reminder": "2023-01-28 00:00:00" }, "imported_at": "2026-04-13T21:56:56.261073", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0793", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجهاز الهمضي و الكبد والمناظير", "main": "الطبي" }, "original_complaint_num": 793 } } }, { "model": "complaints.complaint", "pk": "cf1cb112-32ba-4929-995a-eb7add6b1f35", "fields": { "created_at": "2024-09-05T21:23:00Z", "updated_at": "2026-04-13T19:00:27.303Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2869", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was complaining of pain when the on-call doctor came in. While I was about to explain my full complaint, she interrupted me with a diagnosis, saying, \"You are suffering from gas. Walk more.\" When I objected to the speed of the diagnosis and tried to explain the rest of my complaint, as I was suffering from scattered pains in my body, she was not listening and was in a hurry, saying, \"We are doctors, and we know!", "description": "I was complaining of pain when the on-call doctor came in. While I was about to explain my full complaint, she interrupted me with a diagnosis, saying, \"You are suffering from gas. Walk more.\" When I objected to the speed of the diagnosis and tried to explain the rest of my complaint, as I was suffering from scattered pains in my body, she was not listening and was in a hurry, saying, \"We are doctors, and we know!\n\n[Arabic]:\nكنت اشتكي من الآم ووقت دخول الدكتورة المناوبة وبينما كنت سأشرح لها كامل شكواي قاطعتني بالتشخيص مباشرة قائلة تعانين من الغازات امشي اكثر وعندما اعترضت على سرعة التشخيص وهممت بشرح بقية شكواي حيث اني اعاني من الآم متفرقة في جسمي كانت غير مستمعة ومستعجلة وقالت (نحن دكاترة ونعرف!)", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-06T21:00:00Z", "due_at": "2024-09-07T21:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-06T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-06T21:00:00Z", "explanation_received_at": "2024-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-09T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30343719, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-09-07 00:00:00", "closed": null, "received": "2024-09-06 00:23:00", "resolved": "2024-09-10 00:00:00", "escalated": null, "first_reminder": "2024-09-07 00:00:00" }, "imported_at": "2026-04-13T22:00:27.300122", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2869", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2869 } } }, { "model": "complaints.complaint", "pk": "cf1d7f3a-3751-4092-93be-a765b09dda16", "fields": { "created_at": "2025-10-29T05:02:00Z", "updated_at": "2026-04-13T19:03:03.669Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SARAH ALQAHTANI", "expected_result": "", "reference_number": "CMP-2025-10-5167", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المراجعه بانها لم يتم لبس القفاز عندما تم تجهيز الادوات الطبيه لسحب الدم ", "description": "تفيد المراجعه بانها لم يتم لبس القفاز عندما تم تجهيز الادوات الطبيه لسحب الدم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-31T05:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-29T05:02:00Z", "explanation_received_at": "2025-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5167, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "cfa6082b-c9a4-4e57-87ee-ae92de27baeb", "fields": { "created_at": "2024-03-06T16:49:00Z", "updated_at": "2026-04-13T18:59:25.697Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2260", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was examined by Dr. Mohammed Al-Anzi on February 29th and seen by a specialist for an initial consultation. I was given prescriptions for new glasses. After going to get the glasses and receiving them, I discovered that I couldn't see well with them. So I went back to Al-Hammadi Hospital for another examination, and they gave me different prescriptions than the first one (the second prescription is the correct one).\n\nI am currently demanding that action be taken and that I be compensated for w", "description": "I was examined by Dr. Mohammed Al-Anzi on February 29th and seen by a specialist for an initial consultation. I was given prescriptions for new glasses. After going to get the glasses and receiving them, I discovered that I couldn't see well with them. So I went back to Al-Hammadi Hospital for another examination, and they gave me different prescriptions than the first one (the second prescription is the correct one).\n\nI am currently demanding that action be taken and that I be compensated for what happened.\n\n[Arabic]:\n تم الكشف مع دكتور محمد العنزي يوم 29 فبراير وعرضي على اخصائية الفحص الاولي وتم اعطائي قياسات\nالنظارة الجديدة وبعد الذهاب لعمل نظارة وبعد الاستلام اكتشفت انني لا اري بها جيدا\nفذهبت مرة اخري لمستشفي الحمادي للكشف مرة اخري وتم اعطائي قياسات مختلفة عن اول كشف (قياسات\nالكشف الثاني هي الصحيحة).\nحاليا اطالب باتخاذ اجراء وتعويضي عما حصل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-06T21:00:00Z", "due_at": "2024-03-08T16:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-08T21:00:00Z", "second_reminder_sent_at": "2024-03-20T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-06T21:00:00Z", "explanation_received_at": "2024-03-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-30T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301405, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-03-07 00:00:00", "closed": null, "received": "2024-03-06 19:49:00", "resolved": "2024-03-31 00:00:00", "escalated": null, "first_reminder": "2024-03-09 00:00:00" }, "imported_at": "2026-04-13T21:59:25.694376", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2260", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 2260 } } }, { "model": "complaints.complaint", "pk": "cfbc9be9-ccdb-4f52-8173-72ca616101d8", "fields": { "created_at": "2025-06-28T13:46:00Z", "updated_at": "2026-04-13T19:02:12.666Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الصيدليه", "expected_result": "", "reference_number": "CMP-2025-06-4396", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to dispense diabetes medications from an external prescription", "description": "Failure to dispense diabetes medications from an external prescription\n\n[Arabic]:\nعدم صرف ادوية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-30T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-28T13:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4396, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "cfc3d112-8227-48f6-9ea3-efffd0be2b9b", "fields": { "created_at": "2022-09-04T11:46:00Z", "updated_at": "2026-04-13T18:56:05.090Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr.FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-09-0063", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 4-9-2022, I went to the female doctor, and her manner was inappropriate and she was preoccupied with her mobile phone throughout the time of explaining the case. Nevertheless, I explained my problem to her in a hurry because she was angry about the call she received and did not want a clinical examination. I asked her for tests to make sure, but she refused, even though I have a continuous problem with me.", "description": "On 4-9-2022, I went to the female doctor, and her manner was inappropriate and she was preoccupied with her mobile phone throughout the time of explaining the case. Nevertheless, I explained my problem to her in a hurry because she was angry about the call she received and did not want a clinical examination. I asked her for tests to make sure, but she refused, even though I have a continuous problem with me.\n\n[Arabic]:\nبتاريخ 4-9-2022 تم دخولي على الطبيبة فتاة وكان اسلوبها غير لائق ومنشغلة بالجوال طوال وقت شرح الحالة.. ومع ذلك شرحت لها مشكلتي على عجل لأنها غاضبة من الاتصال الذي تلقته و لم ترغب بالكشف السريري وتم طلبت منها فحوصات للاطمئنان رفضت ذلك رغم اني اعاني من مشكلة مستمره معي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-03T21:00:00Z", "due_at": "2022-09-06T11:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-04T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-03T21:00:00Z", "explanation_received_at": "2022-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-06T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30041994, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-09-04 00:00:00", "closed": null, "received": "2022-09-04 14:46:00", "resolved": "2022-09-07 00:00:00", "escalated": null, "first_reminder": "2022-09-05 00:00:00" }, "imported_at": "2026-04-13T21:56:05.087700", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0063", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 63 } } }, { "model": "complaints.complaint", "pk": "cfc3e1fd-0238-4d18-88a5-74a69a707570", "fields": { "created_at": "2022-10-26T16:00:00Z", "updated_at": "2026-04-13T18:56:21.670Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0466", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no follow-up of the patient by the nursing staff. The nursing staff were not helpful and did not fully care for the patient.", "description": "There is no follow-up of the patient by the nursing staff. The nursing staff were not helpful and did not fully care for the patient.\n\n[Arabic]:\nلم يتابع طاقم التمريض حالة المريض. لم يكن طاقم التمريض متعاوناً ولم يقدم الرعاية الكافية للمريض.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-25T21:00:00Z", "due_at": "2022-10-28T16:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-25T21:00:00Z", "explanation_received_at": "2022-10-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30226179, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2022-10-26 00:00:00", "closed": null, "received": "2022-10-26 19:00:00", "resolved": "2022-10-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:21.662413", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0466", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 466 } } }, { "model": "complaints.complaint", "pk": "cfd4a657-c9ad-43bc-9ba5-bff300a772ab", "fields": { "created_at": "2024-01-28T11:40:00Z", "updated_at": "2026-04-13T18:59:08.956Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2126", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary reports that she paid for the treatment and arrived on time, but was not served or given the treatment.", "description": "The beneficiary reports that she paid for the treatment and arrived on time, but was not served or given the treatment.\n\n[Arabic]:\nالمستفيده تفيد انه تم دفع مبلغ التركيبه وجات على الموعد ولم يتم خدمتها واعطائها التركيبه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-27T21:00:00Z", "due_at": "2024-01-30T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-27T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30299442, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-28 00:00:00", "closed": null, "received": "2024-01-28 14:40:00", "resolved": "2024-01-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.954076", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2126", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2126 } } }, { "model": "complaints.complaint", "pk": "cffbc4dc-be1e-4f31-ae9a-e09e7c66328a", "fields": { "created_at": "2025-09-16T13:26:00Z", "updated_at": "2026-04-13T19:02:49.065Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4871", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that there has been a delay in scheduling psychiatric sessions.", "description": "The patient reports that there has been a delay in scheduling psychiatric sessions.\n\n[Arabic]:\nتفيد المريضه بانه تم التاخير في جدز الجلسات للطب النفسي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-18T13:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-16T13:26:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4871, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "cffc05ab-3d2c-4b1a-8654-172d67abbe85", "fields": { "created_at": "2023-09-20T10:11:00Z", "updated_at": "2026-04-13T18:58:20.627Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1643", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient was transferred to intensive care and the companion was removed from the room without prior notice, in accordance with the policy of no companions, noting that the companion was from outside Riyadh.", "description": " The patient was transferred to intensive care and the companion was removed from the room without prior notice, in accordance with the policy of no companions, noting that the companion was from outside Riyadh.\n\n[Arabic]:\n تم نقل المريضه الى العنايه وتم اخراج المرافق من الغرفه بدون سابق انذار بسياسة عدم المرافقه علماً ان المرافقه من خارج الرياض . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-23T21:00:00Z", "due_at": "2023-09-22T10:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-23T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220367, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-09-24 00:00:00", "closed": " ", "received": "2023-09-20 13:11:00", "resolved": "2023-09-28 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.619228", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1643", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الخدمة الإجتماعية", "main": "الإداري" }, "original_complaint_num": 1643 } } }, { "model": "complaints.complaint", "pk": "cfff66f0-042a-4ed1-9c3f-4aff2e66a7b7", "fields": { "created_at": "2025-09-04T09:13:00Z", "updated_at": "2026-04-13T19:02:46.628Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16814-MOHAMMED KHALID MOHAMMED ALHAZMI", "expected_result": "", "reference_number": "CMP-2025-09-4739", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A disagreement between the patient's attendant, Hamad Al-Harbi, and the respiratory therapist, Mohammed Al-Hazmi.", "description": "A disagreement between the patient's attendant, Hamad Al-Harbi, and the respiratory therapist, Mohammed Al-Hazmi.\n\n[Arabic]:\nخلاف بين مرافق المريضه حمد الحربي واخصائي التنفس محمد الحازمي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-06T09:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-04T09:13:00Z", "explanation_received_at": "2025-09-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4739, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "d006cd49-4d29-441b-bf8d-d7c4115de427", "fields": { "created_at": "2024-09-11T11:10:00Z", "updated_at": "2026-04-13T19:00:27.818Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2895", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The previous complaint against Al Rajhi Takaful insurance company for treatment coverage was dismissed on the grounds that there was no justification for performing surgery.", "description": "The previous complaint against Al Rajhi Takaful insurance company for treatment coverage was dismissed on the grounds that there was no justification for performing surgery.\n\n[Arabic]:\nتم رفض الشكوى السابقة ضد شركة التأمين تكافل الراجحي لتغطية العلاج بداعي عدم وجود مبرر لإجراء عملية جراحية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-10T21:00:00Z", "due_at": "2024-09-13T11:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-10T21:00:00Z", "explanation_received_at": "2024-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30094791, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-09-11 00:00:00", "closed": null, "received": "2024-09-11 14:10:00", "resolved": "2024-09-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.815100", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2895", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2895 } } }, { "model": "complaints.complaint", "pk": "d022c8a2-ca0e-426d-aaf4-935d040a96ed", "fields": { "created_at": "2023-01-19T07:16:00Z", "updated_at": "2026-04-13T18:56:55.576Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0786", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived on the date and time mentioned above to receive a refund for my mother's treatment, which was covered by the Ministry of Health. The refund was supposed to be 1740 riyals, but the employee only gave me 1240 riyals. This wasn't noticed until I got home, when I discovered I still owe 500 riyals.\n", "description": "I arrived on the date and time mentioned above to receive a refund for my mother's treatment, which was covered by the Ministry of Health. The refund was supposed to be 1740 riyals, but the employee only gave me 1240 riyals. This wasn't noticed until I got home, when I discovered I still owe 500 riyals.\n\n\n[Arabic]:\nحضرت في اليوم والتاريخ والوقت المشار اليه اعلاه ليتم استلام مبلغ مسترجع لي بعد ان تم علاج والدتي على حساب\nوزارة الصحة وكان المبلغ المفترض اسسترجاعھه ١٧٤٠ ريال ، الا انھ تم تسليمي من قبل الموظفة مبلغ ١٢٤٠ ريال ، ولم يتم\nملاحظة ذلك الا عند الرجوع للمنزل فإن المبلغ المتبقي لي هو ٥٠٠ ريال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-18T21:00:00Z", "due_at": "2023-01-21T07:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-18T21:00:00Z", "explanation_received_at": "2023-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30241140, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2023-01-19 00:00:00", "closed": null, "received": "2023-01-19 10:16:00", "resolved": "2023-01-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.569201", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0786", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 786 } } }, { "model": "complaints.complaint", "pk": "d035eb75-0435-45b6-b072-f3152662236c", "fields": { "created_at": "2022-10-19T14:29:00Z", "updated_at": "2026-04-13T18:56:20.261Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. azzah Almatt", "expected_result": "", "reference_number": "CMP-2022-10-0418", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I consulted Dr. Azza several times and X-rays were taken before and after the dental treatment. The X-rays were sent to another doctor and I was told that the condition of the teeth had not changed and I still feel pain and there has been no improvement from the first visit until now.", "description": "I consulted Dr. Azza several times and X-rays were taken before and after the dental treatment. The X-rays were sent to another doctor and I was told that the condition of the teeth had not changed and I still feel pain and there has been no improvement from the first visit until now.\n\n[Arabic]:\nتم مراجعة الدكتوره عزه لعدة زيارات وتم اخذ اشعه قبل وبعد المعالجه للاسنان حيث تم ارسال الاشعه لطبيب اخر وتم اخباري بعدم تغير حالة الاسنان ولازلت اشعر بالالم ولا يوجد تحسن من اول زياره الى الان . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-18T21:00:00Z", "due_at": "2022-10-21T14:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-10-21T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1593638, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2022-10-19 00:00:00", "closed": "2022-10-22 00:00:00", "received": "2022-10-19 17:29:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.255424", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0418", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 418 } } }, { "model": "complaints.complaint", "pk": "d0556ddf-c60e-497f-be71-55e6595a3ffa", "fields": { "created_at": "2025-11-16T11:10:00Z", "updated_at": "2026-04-13T19:03:13.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5304", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room, and during the examination, my husband requested a change of doctor because his decisions were unclear. We had a previous experience with him 10 months prior when I was admitted to the emergency room. When we requested a change of doctor, the on-duty manager treated us inappropriately and refused, claiming that the doctor was the consultant, even though patients have the right to choose the doctor they feel most comfortable with. The manager also spoke harshly to my", "description": "I went to the emergency room, and during the examination, my husband requested a change of doctor because his decisions were unclear. We had a previous experience with him 10 months prior when I was admitted to the emergency room. When we requested a change of doctor, the on-duty manager treated us inappropriately and refused, claiming that the doctor was the consultant, even though patients have the right to choose the doctor they feel most comfortable with. The manager also spoke harshly to my husband, belittling him and raising his voice, which upset us both.\n\n[Arabic]:\nدخلتُ قسم الطوارئ، وخلال الفحص طلب زوجي تغيير الطبيب لأن قراراته كانت غير واضحة، ولنا تجربة سابقة معه قبل 10 أشهر عندما أدخلتُ إلى الطوارئ. وعند طلب تغيير الطبيب، تعامل معنا المدير المناوب بأسلوب غير لائق، ورفض التغيير بحجة أن الطبيب هو الاستشاري، مع أن من حق المريض اختيار الطبيب الذي يشعر بالارتياح في التعامل معه. كما تحدث المدير مع زوجي بحدة وانتقاص من مكانته ورفع صوته، مما أثار استياءنا بسبب هذا التصرف", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-18T11:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-16T11:10:00Z", "explanation_received_at": "2025-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5304, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "d06fd254-6de0-434e-b6ba-5aa16dc5ee5c", "fields": { "created_at": "2025-07-10T13:30:00Z", "updated_at": "2026-04-13T19:02:23.226Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4445", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After the thymus gland removal surgery was performed at the hospital by Dr. Walid Saleh, a detailed report on the surgery, procedures, and anesthesia has not yet been provided through the discharge report. I would like to request this operational report.", "description": "After the thymus gland removal surgery was performed at the hospital by Dr. Walid Saleh, a detailed report on the surgery, procedures, and anesthesia has not yet been provided through the discharge report. I would like to request this operational report.\n\n[Arabic]:\nبعد اجراء عملية استئصال الغدة الزعترية في المستشفى من قبل الطبيب وليد صالح حتى الان لم يتم الافادة بتقرير مفصل عن العملية , الاجراءات , التخدير عبر تقرير الخروج من التنويم , واريد طلب هذا التقرير Operative Report ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-12T13:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-10T13:30:00Z", "explanation_received_at": "2025-07-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4445, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "d080ddf9-5a11-4253-bc13-c3038a0c7129", "fields": { "created_at": "2022-09-25T14:59:00Z", "updated_at": "2026-04-13T18:56:07.942Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED MAISARA ABDULHAMID ", "expected_result": "", "reference_number": "CMP-2022-09-0086", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "e223bcf0-0329-4fb2-9c7a-59f9f2c2667f", "title": "On 7-09-2022, when attending to Dr. Muhammad, the patient Amal, aged 7 years, complained of a cough and runny nose. A treatment was prescribed that was not suitable for her age. She was given very strong inhalers. After she returned home and after using the treatment, the child complained of heart pain and new symptoms. On the second day, she was seen by another doctor, and it became clear that the first doctor had prescribed very strong treatments that were not suitable for children.", "description": "On 7-09-2022, when attending to Dr. Muhammad, the patient Amal, aged 7 years, complained of a cough and runny nose. A treatment was prescribed that was not suitable for her age. She was given very strong inhalers. After she returned home and after using the treatment, the child complained of heart pain and new symptoms. On the second day, she was seen by another doctor, and it became clear that the first doctor had prescribed very strong treatments that were not suitable for children.\n\n[Arabic]:\nبتاريخ 7-09-2022 عند الحضور لدى الدكتور محمد كانت المريضة امل بعمر ال٧ سنوات تشتكي من سعال ورشح وتم وصف علاج لايتناسب مع عمرها تم اعطائها بخاخات جداً قوية وبعدما عادت الى المنزل وبعد استخدام العلاج اشتكت الطفلة من وجع في القلب واعراض جديدة وفي اليوم الثاني تمت المراجعة عند دكتور اخر واتضح بان الدكتور الاول قد وصف علاجات جدأ قوية ولاتناسب الاطفال. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-24T21:00:00Z", "due_at": "2022-09-27T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-24T21:00:00Z", "explanation_received_at": "2022-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220731, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.1.Prescribing errors" }, "timeline": { "sent": "2022-09-25 00:00:00", "closed": null, "received": "2022-09-25 17:59:00", "resolved": "2022-10-01 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.932877", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0086", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 86 } } }, { "model": "complaints.complaint", "pk": "d0bf8118-af8e-4e44-b058-61227e4930ea", "fields": { "created_at": "2022-09-27T07:36:00Z", "updated_at": "2026-04-13T18:56:08.402Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ABDULLAH AL SHAMRANI", "expected_result": "", "reference_number": "CMP-2022-09-0256", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I booked an appointment for 3:23 PM, and when I arrived and was registered by the receptionist at 3:25 PM, I was two minutes late. I arrived at the doctor's clinic, and two or three patients had entered before our appointment. We waited for about an hour. We entered the clinic and discussed the delay with Dr. Abdullah, but the doctor responded to us in an inappropriate manner.", "description": "I booked an appointment for 3:23 PM, and when I arrived and was registered by the receptionist at 3:25 PM, I was two minutes late. I arrived at the doctor's clinic, and two or three patients had entered before our appointment. We waited for about an hour. We entered the clinic and discussed the delay with Dr. Abdullah, but the doctor responded to us in an inappropriate manner.\n\n[Arabic]:\nحجزت موعد الساعه 3:23م وعند حضوري وتسجيلي من موضف الاستقبال الساعه 3:25م تم تاخري دقيقتان حظرت لدى عيادة الدكتور وتم دخول حالتان او ثلاثه قبل موعدنا وتم الانتظار ما يقارب ساعة حيث تم دخولنا للعيادة وتم النقاش مع د عبداالله بسبب التاخير لكن تم الرد علينا بطريقة غير لائقة من قبل الطبيب. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 191, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-01T21:00:00Z", "due_at": "2022-09-29T07:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-01T21:00:00Z", "explanation_received_at": "2022-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30175411, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-02 00:00:00", "closed": null, "received": "2022-09-27 10:36:00", "resolved": "2022-10-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:08.397850", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0256", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية (أطفال)", "main": "الطبي" }, "original_complaint_num": 256 } } }, { "model": "complaints.complaint", "pk": "d0ccee31-c66d-4753-a7b9-d8821233ac78", "fields": { "created_at": "2024-02-15T16:05:00Z", "updated_at": "2026-04-13T18:59:18.512Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2203", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The ministry accepted the transaction request, but the hospital says it has not received approval for it.", "description": "The ministry accepted the transaction request, but the hospital says it has not received approval for it.\n\n[Arabic]:\nالوزارة قبلت طلب العملية والمستشفى يقول لم يأتي طلب الموافقه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-14T21:00:00Z", "due_at": "2024-02-17T16:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-16T21:00:00Z", "second_reminder_sent_at": "2024-02-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-14T21:00:00Z", "explanation_received_at": "2024-02-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-17T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30312309, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "3.4.Finance and\nBilling", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-15 00:00:00", "closed": null, "received": "2024-02-15 19:05:00", "resolved": "2024-02-18 00:00:00", "escalated": null, "first_reminder": "2024-02-17 00:00:00" }, "imported_at": "2026-04-13T21:59:18.508810", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2203", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2203 } } }, { "model": "complaints.complaint", "pk": "d117a1c2-fa1c-430f-8994-66c892d8cb15", "fields": { "created_at": "2024-12-07T16:26:00Z", "updated_at": "2026-04-13T19:01:00.247Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AHMAED MOHAMMED ABDO", "expected_result": "", "reference_number": "CMP-2024-12-3309", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The radiologist wrote in the report that I have a benign uterine fibroid, so I went to Dr. Ahmed Abdelkareem, an obstetrician and gynecologist. He confirmed what was written in the report and explained that I would need surgery to remove the fibroid, which caused me fear and anxiety. To be sure, the doctor ordered another scan, which I took to Dr. Ghada. She performed the scan and told me there was no tumor in my uterus. When I called the doctor who performed the first scan, he said he wasn't su", "description": "The radiologist wrote in the report that I have a benign uterine fibroid, so I went to Dr. Ahmed Abdelkareem, an obstetrician and gynecologist. He confirmed what was written in the report and explained that I would need surgery to remove the fibroid, which caused me fear and anxiety. To be sure, the doctor ordered another scan, which I took to Dr. Ghada. She performed the scan and told me there was no tumor in my uterus. When I called the doctor who performed the first scan, he said he wasn't sure. I request that whoever is responsible for the misdiagnosis be held accountable.\n\n[Arabic]:\n طبيب الاشعه كتب بالتقرير ان لدي ورم ليفي حميد بالرحم وتوجهت الى دكتور نساء وولاده احمد عبدالكريم\nوقال لي المكتوب في التقرير وشرح لي انه ىستتم عمليه استئصال الورم مما سبب لي خوف وتعب نفسي وللتأكد طلب الطبيب لي اشعه اخرى وتوجهت لدكتوره غاده بالاشعه وعملتها وقالت لي انه لا يوجد اي ورم في الرحم وعند مكالمه الدكتور للذي عمل الأشعة الأولى قال انه لم يكن متأكد ارجو محاسبة المتسبب بالتشخيص الخاطيء .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-06T21:00:00Z", "due_at": "2024-12-09T16:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-13T21:00:00Z", "second_reminder_sent_at": "2024-12-13T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-06T21:00:00Z", "explanation_received_at": "2024-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-14T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20385516, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Diagnosis", "classification": "Errors in diagnosis" }, "timeline": { "sent": "2024-12-07 00:00:00", "closed": null, "received": "2024-12-07 19:26:00", "resolved": "2024-12-15 00:00:00", "escalated": null, "first_reminder": "2024-12-14 00:00:00" }, "imported_at": "2026-04-13T22:01:00.242338", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3309", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 3309 } } }, { "model": "complaints.complaint", "pk": "d12b3404-45f1-4c5e-bf89-a7fcc72f6c54", "fields": { "created_at": "2024-05-25T18:50:00Z", "updated_at": "2026-04-13T18:59:48.077Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2503", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was at the laboratory to have a blood sample taken, but the nurse who attempted to draw my blood inserted the needle in the wrong place. I felt pain radiating from the injection site to my left thumb, like an electric sensation in my hand, and I screamed from the pain. She paused and removed the needle, applying cold compresses to the injection site. Another nurse then took my sample from my other arm.\n\nPlease note that I was already experiencing pain in my right hand, and I was seeing Dr. Muh", "description": "I was at the laboratory to have a blood sample taken, but the nurse who attempted to draw my blood inserted the needle in the wrong place. I felt pain radiating from the injection site to my left thumb, like an electric sensation in my hand, and I screamed from the pain. She paused and removed the needle, applying cold compresses to the injection site. Another nurse then took my sample from my other arm.\n\nPlease note that I was already experiencing pain in my right hand, and I was seeing Dr. Muhammad Al-Attas, an orthopedic doctor. The pain returned the following day and started to recur when I moved my hand in a certain way, especially when I woke up. It felt like an electric sensation in my left thumb. I reviewed with Dr. Mahfouz, a neurologist, on Saturday, and he informed me that the nerves were fine, suggesting that the needle might have been inserted into the muscle. He advised me to follow up with my orthopedic doctor. From Wednesday to Saturday, the pain in my thumb persists.\n\n\n[Arabic]:\nكنت في المختبر لأخذ عينة من الدم و لأكن الممرضه التي حاولت سحب الدم ادخلت الابرة في المكان الخطأ و\nحسيت بألم من مكان النغزة إلى الأصبع الكبير من اليد اليسرى و كانّه احساس كهرباء في اليد و صرخت من الألم\nوقفت و اخرجت الابرة و قامت بوضع كمادات بارده على مكان الابرة و أتت ممرضة أخرى و أخذت مني العينة من\nاليد الأخرى . علما بأني أعاني من ألم في اليد اليمنى وكنت أراجع دكتور العظام الدكتور محمد العطاس. رجع الألم\nمن بكرا و اصبح يتكرر الألم عند تحريك يدي بطريقة معينة و خاصة عندما أصحو من النوم وهو احساس كهرباء\nفي الإصبع الكبير من اليد اليسرى راجعت الدكتور محفوظ يوم السبت دكتور أعصاب و اخبرني ان الاعصاب\nسليمه ربما هي ادخلت الابرة في العضله و علي مراجعة دكتور العظام. من الأربعاء إلى السبت ومازال في ألم في\nالإصبع.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-31T21:00:00Z", "due_at": "2024-05-27T18:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-06-04T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-31T21:00:00Z", "explanation_received_at": "2024-06-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247709, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2024-06-01 00:00:00", "closed": null, "received": "2024-05-25 21:50:00", "resolved": "2024-06-11 00:00:00", "escalated": null, "first_reminder": "2024-06-05 00:00:00" }, "imported_at": "2026-04-13T21:59:48.073377", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2503", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2503 } } }, { "model": "complaints.complaint", "pk": "d1750f83-e7b4-4589-9dc3-ed41a21a1bcb", "fields": { "created_at": "2024-02-05T09:15:00Z", "updated_at": "2026-04-13T18:59:17.726Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2171", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request to transfer to another center offering the service was rejected on February 4th.", "description": "A request to transfer to another center offering the service was rejected on February 4th.\n\n[Arabic]:\nتم رفض رفع طلب تحويل لمركز اخر يوجد فيه الخدمه بتاريخ 4 فبراير", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-04T21:00:00Z", "due_at": "2024-02-07T09:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-04T21:00:00Z", "explanation_received_at": "2024-02-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30313372, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2024-02-05 00:00:00", "closed": null, "received": "2024-02-05 12:15:00", "resolved": "2024-02-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:17.722572", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2171", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2171 } } }, { "model": "complaints.complaint", "pk": "d17c6046-6215-4ca4-aa20-30a7e0bd8d5c", "fields": { "created_at": "2022-10-19T11:07:00Z", "updated_at": "2026-04-13T18:56:20.092Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0416", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient has a prescription, but the medication was not dispensed because the pharmacist was not present.", "description": "The patient has a prescription, but the medication was not dispensed because the pharmacist was not present.\n\n[Arabic]:\nلدى المريض وصفة طبية ولكن لم يتم صرف الدواء لعدم تواجد الصيدلي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-18T21:00:00Z", "due_at": "2022-10-21T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-18T21:00:00Z", "explanation_received_at": "2022-10-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30157078, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.5.Staffing", "classification": "3.5.1.Insufficient staffing" }, "timeline": { "sent": "2022-10-19 00:00:00", "closed": null, "received": "2022-10-19 14:07:00", "resolved": "2022-10-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.085760", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0416", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 416 } } }, { "model": "complaints.complaint", "pk": "d19ec16e-af75-4b45-b9c1-c49b28c32492", "fields": { "created_at": "2023-04-17T19:23:00Z", "updated_at": "2026-04-13T18:57:30.143Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1179", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attended on April 17, 2023, where I approached the on-duty manager to cancel the consultation fee as I did not want to continue with the procedures. This request was denied. I also requested to cancel services that were not provided to me, including a fee for a six-hour observation, medical supplies, and nursing fees, but this was also refused. The manager treated me in an inappropriate manner.", "description": "I attended on April 17, 2023, where I approached the on-duty manager to cancel the consultation fee as I did not want to continue with the procedures. This request was denied. I also requested to cancel services that were not provided to me, including a fee for a six-hour observation, medical supplies, and nursing fees, but this was also refused. The manager treated me in an inappropriate manner.\n\n[Arabic]:\nتم الحضور بتاريخ 17 ابريل 2023م حيث تم التوجهه الى المدير المناوب لإلغاء الكشفية لعدم رغبتي في استكمال الاجراءات وتم رفض ذلك وتم طلب و الغاء خدمات لم يتم عملها لي وهي رسوم ملاحظه ٦ ساعات و المستهلكات الطبيه و رسوم التمريض وتم رفض ذلك ايضا حيث ان المدير تعامل معي باسلوب غير لائق. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-17T21:00:00Z", "due_at": "2023-04-19T19:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-17T21:00:00Z", "explanation_received_at": "2023-04-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30045229, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-04-18 00:00:00", "closed": null, "received": "2023-04-17 22:23:00", "resolved": "2023-04-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:30.139110", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1179", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1179 } } }, { "model": "complaints.complaint", "pk": "d1c146f0-3154-41fa-bca7-4a312c8f8538", "fields": { "created_at": "2025-04-30T18:28:00Z", "updated_at": "2026-04-13T19:01:48.987Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض التطعيمات ", "expected_result": "", "reference_number": "CMP-2025-04-4103", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload the vaccinations to the Seha platform.", "description": "Failure to upload the vaccinations to the Seha platform.\n\n[Arabic]:\nعدم اضافةً تطعيمات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-02T18:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-30T18:28:00Z", "explanation_received_at": "2025-04-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4103, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "d1da9138-c444-4b0a-8e86-9da39d5667dd", "fields": { "created_at": "2024-10-12T07:40:00Z", "updated_at": "2026-04-13T19:00:38.080Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11087-MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2024-10-3020", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After having an ultrasound scan and waiting in front of the clinic for a long time, when I went in to see the doctor, the answers to the patient's questions were unclear and unsatisfactory. Since it was the patient's first time with Dr. Marwa, she wanted to ask about previous information and wanted clarification regarding her condition. After leaving the doctor's office, she returned to ask her about some details of the treatment plan. The doctor replied, \"It's up to you, see what you want me to", "description": "After having an ultrasound scan and waiting in front of the clinic for a long time, when I went in to see the doctor, the answers to the patient's questions were unclear and unsatisfactory. Since it was the patient's first time with Dr. Marwa, she wanted to ask about previous information and wanted clarification regarding her condition. After leaving the doctor's office, she returned to ask her about some details of the treatment plan. The doctor replied, \"It's up to you, see what you want me to do.\" There was a lack of clarity in the treatment plan. I request clarification of the treatment plan and clarity in the answers.\n\n[Arabic]:\nبعد عمل اشاعه السونار و الانتظار امام العيادة لمدة طويله وعند الدخول على الدكتوره كانت الردود في الاجابة على تساؤلات المريضة غير واضحة و غير شافيه و بما ان المريضة اول مره مع الدكتوره مروى ارادت ان تسأل عن معلومات سابقة وارادت توضيح بما يخص حالتها , و بعد الخروج من عند الدكتورة رجعت مرة اخرى لسؤالها عن بعض التفاصيل بالخطة العلاجية اجابت واالله براحتك شوف انتا عاوز اعمل ايه كان هناك عدم وضوح في الخطه العلاجية اطلب توضيح الخطة العلاجية والوضوح في الردود ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-12T21:00:00Z", "due_at": "2024-10-14T07:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-12T21:00:00Z", "second_reminder_sent_at": "2024-10-12T21:00:00Z", "escalated_at": "2024-10-13T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-12T21:00:00Z", "explanation_received_at": "2024-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30293781, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-10-13 00:00:00", "closed": null, "received": "2024-10-12 10:40:00", "resolved": null, "escalated": "2024-10-14 00:00:00", "first_reminder": "2024-10-13 00:00:00" }, "imported_at": "2026-04-13T22:00:38.073947", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3020", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3020 } } }, { "model": "complaints.complaint", "pk": "d1e05817-8f7a-4e9d-9f2f-71dada923ed2", "fields": { "created_at": "2025-12-28T11:05:00Z", "updated_at": "2026-04-13T19:03:25.577Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5532-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A delay in responding to the patient regarding appointment booking led to the patient having to come in person to book the appointment.", "description": "A delay in responding to the patient regarding appointment booking led to the patient having to come in person to book the appointment.\n\n[Arabic]:\nتاخير في الرد على المريض من اجل حجز الموعد مما ادى الى حضور المريض لحجز الموعد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-30T11:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-28T11:05:00Z", "explanation_received_at": "2025-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5532, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "d21235e3-8c0a-4942-a070-e109c20151d3", "fields": { "created_at": "2023-08-20T18:49:00Z", "updated_at": "2026-04-13T18:58:09.977Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1533", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Wrong diagnosis ", "description": "Wrong diagnosis \n\n[Arabic]:\nتشخيص طبي خاطئ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 202, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-28T21:00:00Z", "due_at": "2023-08-22T18:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-29T21:00:00Z", "second_reminder_sent_at": "2023-09-04T21:00:00Z", "escalated_at": "2023-09-06T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-09-17T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30183371, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.5. Diagnostic Imaging not performed" }, "timeline": { "sent": "2023-08-29 00:00:00", "closed": "2023-09-18 00:00:00", "received": "2023-08-20 21:49:00", "resolved": null, "escalated": "2023-09-07 00:00:00", "first_reminder": "2023-08-30 00:00:00" }, "imported_at": "2026-04-13T21:58:09.975187", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1533", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة عظام (أطفال)", "main": "الطبي" }, "original_complaint_num": 1533 } } }, { "model": "complaints.complaint", "pk": "d21b49b7-361b-49c6-92fc-45500b23dc9d", "fields": { "created_at": "2025-05-14T10:19:00Z", "updated_at": "2026-04-13T19:01:58.964Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المطلبخ ", "expected_result": "", "reference_number": "CMP-2025-05-4163", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The meals arrive cold and tasteless, and the overall food quality is very poor, even though I am not on any special diet. Cold beverages are served hot, and this issue has occurred repeatedly with all meals (breakfast, lunch, and dinner).", "description": "The meals arrive cold and tasteless, and the overall food quality is very poor, even though I am not on any special diet. Cold beverages are served hot, and this issue has occurred repeatedly with all meals (breakfast, lunch, and dinner).\n\n[Arabic]:\nالوجبات تصل باردة ومن دون طعم، وجودة الطعام سيئة جدًا رغم أنني لست تحت أي حمية غذائية. المشروبات الباردة تصل حارة، وتكرر ذلك في جميع الوجبات (الفطور، الغداء، العشاء).", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-16T10:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-14T10:19:00Z", "explanation_received_at": "2025-05-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4163, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "d23acc23-9fa2-4c5c-b194-8729c05d7b66", "fields": { "created_at": "2023-12-25T13:46:00Z", "updated_at": "2026-04-13T18:58:56.301Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14761-DOAA MOHAMMED AWAD MASSOUD ", "expected_result": "", "reference_number": "CMP-2023-12-1997", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We were received and paid in cash as the hospital did not have insurance. Dr. Doaa received us, took our previous clinic tests, ordered new ones, and requested an ultrasound. We paid in cash and were then directed to room 14 for the ultrasound. The ultrasound doctor performed a transvaginal ultrasound on the patient, who is seven months pregnant. This caused her pain and screaming. We returned to Dr. Doaa, but she was gone and had left without informing us of her working hours. We were forced to", "description": "We were received and paid in cash as the hospital did not have insurance. Dr. Doaa received us, took our previous clinic tests, ordered new ones, and requested an ultrasound. We paid in cash and were then directed to room 14 for the ultrasound. The ultrasound doctor performed a transvaginal ultrasound on the patient, who is seven months pregnant. This caused her pain and screaming. We returned to Dr. Doaa, but she was gone and had left without informing us of her working hours. We were forced to leave. An hour after the ultrasound, bleeding occurred, and we had to go to another hospital. We went to the emergency room, where they discovered that the pain was due to uterine contractions similar to menstruation or labor pains caused by the bleeding and the wound from the transvaginal ultrasound. A fetal monitoring test was performed, and based on the results, we were admitted to another hospital for 48 hours until the patient's condition stabilized. They allowed us temporary discharge with follow-up appointments and instructions to adhere to the prescribed medications. We are now demanding a refund of the money paid due to the harm caused to the patient and requesting appropriate action be taken against the ultrasound doctor responsible for the bleeding.\n\n[Arabic]:\n تم استقبالنا والدفع كاش لعدم توافر تأمين في المستشفي حيث استقبلتنا دكتورة دعاء واخذت منا فحوصات\nالمستوصف السابق وطلبت فحوصات جديدة وطلبت سونار وتم الدفع كاش وتم تحويلنا علي غرفة ١٤ للسونار\nقامت دكتورة السونار بعمل سونار مهبلي للمريضه وهي حامل بالشهر السابع وتسبب ذلك في ألم وصراخ ورجعنا للدكتورة دعاء لم نجدها وغادرت بدون إعلامنا بمواعيد دوامها و اضطررنا للمغادرة وبعد ساعة من عمل السونار حدث نزيف واضطررنا للذهاب لمستشفي آخر ودخلنا الطوارئ واكتشفنا ان سبب الألم هو انقباض للرحم مشابه للدورة او الطلق بسبب النزيف والجرح الموجود بسبب السونار المهبلي وتم عمل تخطيط للجنين وبناء علية تم حجزنا في مستشفي آخر لمدة ٤٨ ساعة الي ان استقرت الحالة وسمحوا لنا بخروج مؤقت مع عمل متابعة والالتزام بالادوية،\nحاليا نطالب باسترداد ماتم دفعه من مبالغ ماليه وذلك لتسببكم في أضرار للمريضه واتخاذ اجراء مناسب مع دكتورة السونار المتسببة في النزيف.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-25T21:00:00Z", "due_at": "2023-12-27T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-27T21:00:00Z", "second_reminder_sent_at": "2023-12-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-25T21:00:00Z", "explanation_received_at": "2024-01-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-06T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30306839, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-12-26 00:00:00", "closed": null, "received": "2023-12-25 16:46:00", "resolved": "2024-01-07 00:00:00", "escalated": null, "first_reminder": "2023-12-28 00:00:00" }, "imported_at": "2026-04-13T21:58:56.292545", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1997", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1997 } } }, { "model": "complaints.complaint", "pk": "d24813b9-71ce-43d7-b775-17abf8e3b20b", "fields": { "created_at": "2024-11-03T14:16:00Z", "updated_at": "2026-04-13T19:00:48.416Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2892-MAHMOUD ABUGANAYA ", "expected_result": "", "reference_number": "CMP-2024-11-3111", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have a sore throat that's affecting my ear. The pain is very bothersome and has been going on for a while. I went to the doctor and explained my condition, but of course, the diagnosis was wrong. He prescribed Panadol and mouthwash—medications anyone can get at a pharmacy. I asked him for an anti-inflammatory, but he refused, saying he understood the situation perfectly. Meanwhile, my brother had the same problem, and the doctor saw him before me and prescribed an anti-inflammatory. I should m", "description": "I have a sore throat that's affecting my ear. The pain is very bothersome and has been going on for a while. I went to the doctor and explained my condition, but of course, the diagnosis was wrong. He prescribed Panadol and mouthwash—medications anyone can get at a pharmacy. I asked him for an anti-inflammatory, but he refused, saying he understood the situation perfectly. Meanwhile, my brother had the same problem, and the doctor saw him before me and prescribed an anti-inflammatory. I should mention that I went to another hospital, and the doctor prescribed medications for me, including an anti-inflammatory. I request a refund of my consultation fee, which was of no benefit to me.\n\n[Arabic]:\nلدي الم بالحلق وماثر على اذني الالم تعبني جداً وله فترة عندي، ذهبت للدكتور وشرحت له حالتي طبعاً\nتشخيص الحالة خاطيء عطاني بندول وغسول فم ادوية اي احد يقدر يروح صيدلية ويجيبها، طلبت منه مضاد للاتهاب ماعطاني وقال انه فاهم الحالة كويس،بينما نفس المشكلة كانت عند اخوي ودخل عليه قبلي وكتب له مضاد للالتهاب، علما اني ذهبت الى مستشفى اخر و الطبيب كتب لي علاجات ومن ضمنها مضاد الالتهاب، اطلب \nاسترجاع مبلغ كشفيتي التي لم استفد منها .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-03T21:00:00Z", "due_at": "2024-11-05T14:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-03T21:00:00Z", "explanation_received_at": "2024-11-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-05T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20386205, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-11-04 00:00:00", "closed": null, "received": "2024-11-03 17:16:00", "resolved": "2024-11-06 00:00:00", "escalated": null, "first_reminder": "2024-11-04 00:00:00" }, "imported_at": "2026-04-13T22:00:48.408088", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3111", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 3111 } } }, { "model": "complaints.complaint", "pk": "d26f813b-1528-4d85-9e83-a6eb9ac18509", "fields": { "created_at": "2025-06-30T13:46:00Z", "updated_at": "2026-04-13T19:02:12.827Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتور بدر الدين", "expected_result": "", "reference_number": "CMP-2025-06-4399", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer mentioned that they waited a long time for the appointment and were not seen at the scheduled time.", "description": "The reviewer mentioned that they waited a long time for the appointment and were not seen at the scheduled time.\n\n[Arabic]:\nيفيد المراجع باانه انتظر طويلا للموعد ولم يدخل في الوقت المحدد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-02T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-30T13:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4399, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "d2b7ec60-1018-4c90-989d-9f6b69a59a62", "fields": { "created_at": "2023-10-21T18:02:00Z", "updated_at": "2026-04-13T18:58:31.826Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1737", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The anesthesiologist was uncooperative in administering the appropriate dose of anesthesia for the epidural, despite my calling him multiple times. He refused to come and ordered an increase in the dose, even though he was obligated to do so because it was a very low dose. I did not benefit from it at all during the last three hours before delivery and during labor. My doctor wasn't available to deliver my baby because she was performing a C-section, so another doctor (Dr. Sarah) delivered me. T", "description": "The anesthesiologist was uncooperative in administering the appropriate dose of anesthesia for the epidural, despite my calling him multiple times. He refused to come and ordered an increase in the dose, even though he was obligated to do so because it was a very low dose. I did not benefit from it at all during the last three hours before delivery and during labor. My doctor wasn't available to deliver my baby because she was performing a C-section, so another doctor (Dr. Sarah) delivered me. There was no pain relief whatsoever during the delivery, and the stitching was postponed until the anesthesiologist arrived to increase the dosage due to the severe pain. The doctor also told me to wait for the consultant, Dr. Marwa, to come and stitch the incision. This took a very long time, causing severe swelling in the area that lasted for a week and was extremely painful. After all this, they asked my husband to sign a form for cosmetic stitching without explaining what it was. We later discovered it was for cosmetic stitching, which was never done, and which I neither requested nor needed during the delivery. They then delayed our discharge from the hospital until we paid for the cosmetic stitching I never received. It was a very bad and very painful experience, unfortunately.\n\n[Arabic]:\nعدم تعاون طبيب التخدير لإعطاء جرعة التخدير المناسبة لإبرة الظهر بالرغم من اني قمت باستدعاءه اكثر من\nمرة ولم يحضر ورفض اعطاء اوامر بزيادة الجرعة بالرغم انه كان يتوجب عليه ذلك لانها كانت جرعة خفيفة جدا\nولم استفد منها ابدا اخر ٣ ساعات قبل الولادة وخلال الولادة . عدم تواجد طبيبتي لتوليدي بسبب انشغالها في\nعملية قيصرية وبالتالي قيام طبيية اخرى بتوليدي ( الدكتورة سارة ) مع عدم وجود اي نوع تسكين للألم خلال\nالولادة وبعد ذلك تم تأجيل خياطة القطب حتى يأتي طبيب التخدير لزيادة الجرعه بسبب الألم الشديد وايضا طلبت\nمني الدكتورة انتظار الاستشارية د.مروى حتى تأتي وتقوم بخياطة مكان الولادة وهذا اخذ وقت طويل جدا مما\nتسبب ب تورم شديد في المنطقة استمر لمدة اسبوع متواصل وبشكل مؤلم جدا وبعد كل هذا قامو بالطلب من\nزوجي التوقيع على ورقة للخياطة التجميلية من دون ان يتم الشرح له عما فيها واكتشفنا فيما بعد انه طلب للخياطة\nالتجميلية والتي لم تتم اصلا ولم اطلبها او حتى احتاجها خلال الولادة وبعدها قامو بتأخير خروجنا من المستشفى\nحتى نقوم بدفع ثمن الخياطة التجميلية التي لم احصل عليها ....كانت تجربة سيئة جدا ومؤلمة جدا للأسف", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-23T21:00:00Z", "due_at": "2023-10-23T18:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-23T21:00:00Z", "explanation_received_at": "2023-10-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1531045, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Treatment", "classification": "Inadequate pain management" }, "timeline": { "sent": "2023-10-24 00:00:00", "closed": null, "received": "2023-10-21 21:02:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": "2023-10-24 00:00:00" }, "imported_at": "2026-04-13T21:58:31.817274", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1737", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 1737 } } }, { "model": "complaints.complaint", "pk": "d2c0e51d-d630-4d8b-898d-abf30bb2ae85", "fields": { "created_at": "2025-12-08T16:33:00Z", "updated_at": "2026-04-13T19:03:24.270Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMAD AL GAILANI", "expected_result": "", "reference_number": "CMP-2025-12-5438", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am writing to you to complain about the negligence I experienced following surgery on November 27th, performed by Dr. Mohamed El-Gilani, and the resulting complications that could have been avoided.\n\nAfter the surgery, I experienced severe pain and informed the doctor on November 29th. However, he insisted that everything was normal and provided an inaccurate medical report, which led to my insurance being denied and my discharge from the hospital despite my unstable condition. The following d", "description": "I am writing to you to complain about the negligence I experienced following surgery on November 27th, performed by Dr. Mohamed El-Gilani, and the resulting complications that could have been avoided.\n\nAfter the surgery, I experienced severe pain and informed the doctor on November 29th. However, he insisted that everything was normal and provided an inaccurate medical report, which led to my insurance being denied and my discharge from the hospital despite my unstable condition. The following day, I went to the emergency room due to worsening pain, but the doctor did not come in and only gave me phone instructions and prescribed painkillers.\n\nSix days later, X-rays revealed fluid and pus accumulations. Despite this, the doctor did not provide follow-up care or admit me, only prescribing painkillers and postponing the insertion of a drain due to the unavailability of other doctors. I was forced to return to the emergency room, where I was immediately admitted.\n\nThis negligence led to a deterioration in my health and the development of confirmed complications, as evidenced by X-rays, in addition to the lack of follow-up and medical communication during a critical stage.\n\nTherefore, I hope that an investigation will be conducted into what happened and that the necessary measures will be taken to ensure that it does not happen again.\n\n[Arabic]:\nأتقدم إليكم بهذه الشكوى بشأن التقصير الذي تعرضت له بعد العملية الجراحية بتاريخ 27 نوفمبر تحت إشراف الدكتور محمد الجيلاني، وما نتج عنه من مضاعفات كان يمكن تفاديها.\n\nبعد العملية شعرت بألم شديد وأبلغت الطبيب بتاريخ 29 نوفمبر، إلا أنه أكد أن الوضع طبيعي واكتفى بتقرير طبي غير دقيق، مما أدى إلى رفض التأمين وخروجي من المستشفى رغم عدم استقرار حالتي. وفي اليوم التالي راجعت الطوارئ بسبب تفاقم الألم، لكن الطبيب لم يحضر واكتفى بتوجيهات هاتفية وصرف مسكنات.\n\nوبعد ستة أيام، أظهرت فحوصات الأشعة وجود تجمعات سوائل وصديد، ورغم ذلك لم يوفر الطبيب المتابعة أو التنويم، واكتفى بالمسكنات وتأجيل الدرنقة لعدم توفر أطباء. فاضطررت للعودة للطوارئ حيث تم إدخالي فورًا.\n\nلقد أدى هذا التقصير إلى تدهور صحتي وظهور مضاعفات مؤكدة بالأشعة، إضافة إلى غياب المتابعة والتواصل الطبي في مرحلة حرجة.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-10T16:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-08T16:33:00Z", "explanation_received_at": "2025-12-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5438, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "d2c50ddf-45ad-4cb7-abdf-7659d56d6bd7", "fields": { "created_at": "2025-11-13T16:34:00Z", "updated_at": "2026-04-13T19:03:13.702Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5294", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room on Tuesday with a high fever and was very unwell. They gave me IV medication, then discharged me. I went back and explained to the doctor that I was still feeling unwell, but he said my fever would go down, but because of the pregnancy, they couldn't give me more medication. I went home and took the prescribed medication, but unfortunately, it didn't help at all. Before I left the hospital, they didn't even check my temperature or anything. I came back that night wit", "description": "I went to the emergency room on Tuesday with a high fever and was very unwell. They gave me IV medication, then discharged me. I went back and explained to the doctor that I was still feeling unwell, but he said my fever would go down, but because of the pregnancy, they couldn't give me more medication. I went home and took the prescribed medication, but unfortunately, it didn't help at all. Before I left the hospital, they didn't even check my temperature or anything. I came back that night with the same symptoms, and they only gave me an IV and a fever reducer, saying they couldn't do anything because I was pregnant. My fever didn't go down. The next day at noon, I went to a different hospital than Al Hammadi Hospital. They repeated all the tests, which showed severe dehydration, a urinary tract infection, and hepatitis A. I got the required medications from the pharmacy, including the appropriate antibiotic for pregnant women, and was immediately admitted! Is it possible that these results appeared in less than 24 hours after my initial visit? Honestly, I was disappointed. If I had waited, I could have had more serious complications and might have lost my pregnancy.\n\n[Arabic]:\nدخلت الطوارى يوم الثلاثاء وكانت حرارتي مرتفعه وكنت مره تعبانه حطو لي ادويه بالوريد بعدين سجلو لي خروج ورجعت شرحت للدكتور اني للحين تعبانه بس قالي الحراره بتنزل بس عشان الحمل مانقدر نعطيك اكثر من الادويه هذي ورحت للبيت اخذت الاوديه الي انوصفت لي بس للاسف بدون اي نتيجه اصلن قبل اطلع من المستشفى ماتم التشيك علي حرارتي ولا اي شي وجيت بالليل مره ثانيه بنفس الاعراض وعطاني بس مغذي وخافض حراره مانقدر نسوي شي عشانك حامل وانا الحراره مانزلت من بكره الظهر رحت مستشفى غير مستشفى الحمادي انعادت كل التحاليل ظهر فيها/ جفاف شديد - الالتهاب بالبول - فايروس A اخذت الادويه المطلوب من الصيدليات منها المضاد الحيوي المناسب للحامل تم تنويم فورا !! هل معقوله هذي النتايج تظهر باقل من ٢٤ ساعه من مراجعتي لكم صراحة خيبت امل يعني لو صبرت علي نفسي كان صارت معاي مضاعفات اقوى وممكن خسرت\nحملي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T16:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T16:34:00Z", "explanation_received_at": "2025-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5294, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "d2dc35f9-45dd-4756-a6ea-5b67e7d86e73", "fields": { "created_at": "2023-10-07T17:59:00Z", "updated_at": "2026-04-13T18:58:29.545Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1682", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My follow-up appointment was postponed, and I was informed that I must pay a new consultation fee for the next appointment.", "description": "My follow-up appointment was postponed, and I was informed that I must pay a new consultation fee for the next appointment.\n\n[Arabic]:\nتم تاجيل موعد متابعه وابلاغي بان الموعد القادم لابد من دفع كشفيه جديده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-06T21:00:00Z", "due_at": "2023-10-09T17:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-06T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-10-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285662, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Access", "classification": "Poor availability and scheduling" }, "timeline": { "sent": "2023-10-07 00:00:00", "closed": "2023-10-09 00:00:00", "received": "2023-10-07 20:59:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.536653", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1682", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1682 } } }, { "model": "complaints.complaint", "pk": "d3012103-f106-4c9a-a0a4-486323303313", "fields": { "created_at": "2024-01-25T06:37:00Z", "updated_at": "2026-04-13T18:59:08.723Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2118", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in response from the administration, and upon arrival and requesting communication, there was no response from the hospital.", "description": "There was a delay in response from the administration, and upon arrival and requesting communication, there was no response from the hospital.\n\n[Arabic]:\nتأخير في الرد من قبل الاداره وعند الحضور وطلب التواصل لم يكن هناك تجاوب من قبل المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-24T21:00:00Z", "due_at": "2024-01-27T06:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-24T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1730272, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-01-25 00:00:00", "closed": null, "received": "2024-01-25 09:37:00", "resolved": "2024-01-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.718073", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2118", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2118 } } }, { "model": "complaints.complaint", "pk": "d37226ac-77e8-4b78-be28-f127c233317f", "fields": { "created_at": "2023-07-26T15:43:00Z", "updated_at": "2026-04-13T18:58:00.009Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1469", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the hospital emergency room on July 19th with pain in my lower left side. X-rays and tests were performed in the emergency department, and I paid 345 riyals for the co-payment. Later that same day, I saw a urologist who ordered another X-ray, and I paid another 345 riyals for the co-payment because the emergency department did not refer me to the specialist on the same ticket. Therefore, I request a refund of the second 345 riyal co-payment for the same condition", "description": "I was admitted to the hospital emergency room on July 19th with pain in my lower left side. X-rays and tests were performed in the emergency department, and I paid 345 riyals for the co-payment. Later that same day, I saw a urologist who ordered another X-ray, and I paid another 345 riyals for the co-payment because the emergency department did not refer me to the specialist on the same ticket. Therefore, I request a refund of the second 345 riyal co-payment for the same condition\n\n[Arabic]:\nدخلت للطوارىء بالمستشفى يوم ١٩ يوليو بألم فى الجانب الايسر السفلى من الظهر وتم عمل الاشاعات والتحاليل بقسم الطوارىء ودفعت ٣٤٥ ريال قيمة التحمل و بعدها توجهت لطبيب المسالك بنفس اليوم وطلب اشعه اخرى ودفعت ٣٤٥ ريال قيمة التحمل مره اخرى بسبب ان قسم الطوارىء لم يقم بتحويلى للطبيب المختص بنفس التذكرة لذلك اطالب بأستعادة ال ٣٤٥ ريال قيمة التحمل الثانية عن نفس المرض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-25T21:00:00Z", "due_at": "2023-07-28T15:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-25T21:00:00Z", "explanation_received_at": "2023-07-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-07-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30278190, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-07-26 00:00:00", "closed": null, "received": "2023-07-26 18:43:00", "resolved": "2023-07-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.006778", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1469", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1469 } } }, { "model": "complaints.complaint", "pk": "d38ad38f-26e0-4601-8af5-cc585bf854e5", "fields": { "created_at": "2023-02-08T10:01:00Z", "updated_at": "2026-04-13T18:57:05.853Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0877", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the hospital on February 5, 2022, for a scheduled delivery appointment, not an emergency. I was admitted to the emergency department.\n\nI was admitted, and the insurance company's approval request was not submitted until after delivery on February 6, 2022. The insurance company rejected the request due to a lack of disclosure, and I was not informed of this beforehand, which would have given me the option to go to another hospital at a lower cost.", "description": "I arrived at the hospital on February 5, 2022, for a scheduled delivery appointment, not an emergency. I was admitted to the emergency department.\n\nI was admitted, and the insurance company's approval request was not submitted until after delivery on February 6, 2022. The insurance company rejected the request due to a lack of disclosure, and I was not informed of this beforehand, which would have given me the option to go to another hospital at a lower cost.\n\n[Arabic]:\nتم الحضور بتاريخ 5 فبراير 2022م الى المستشفى بموعد مجدول للولادة وليست طارئھ حيث تم دخولي الى قسم الطوارئ\nوتم التنويم ولم يتم رفع طلب الموافقھ لشركة التامين الى بعد الولادة بتاريخ 6 فبراير 2022م حيث تم رفض التامين\nالطلب لعدم وجود افصاح ولم يتم ابلاغي مسبقا بهذا ليكون لي الخيار بالذهاب الى مستشفى اخر بتكلفھ اقل", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-07T21:00:00Z", "due_at": "2023-02-10T10:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-07T21:00:00Z", "explanation_received_at": "2023-02-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-07T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30222839, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2023-02-08 00:00:00", "closed": null, "received": "2023-02-08 13:01:00", "resolved": "2023-02-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:05.851491", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0877", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 877 } } }, { "model": "complaints.complaint", "pk": "d38fe0f5-6396-4a63-a6d6-c1fbaff4ef4f", "fields": { "created_at": "2024-01-27T12:33:00Z", "updated_at": "2026-04-13T18:59:08.789Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2121", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Refusal to issue a medical report from May.", "description": "Refusal to issue a medical report from May.\n\n[Arabic]:\nرفض اصدار تقرير طبي من شهر 5 . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-26T21:00:00Z", "due_at": "2024-01-29T12:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-26T21:00:00Z", "explanation_received_at": "2024-01-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-01-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30207627, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.7.Medical records", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-27 00:00:00", "closed": "2024-01-30 00:00:00", "received": "2024-01-27 15:33:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.784033", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2121", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2121 } } }, { "model": "complaints.complaint", "pk": "d3a2034f-09ad-45c2-a7c7-fd3b2177c2c7", "fields": { "created_at": "2024-03-19T22:52:00Z", "updated_at": "2026-04-13T18:59:27.332Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2298", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " Clerk in Lab was very rude and was not helping me. I stayed for almost 5 hours at hospital and she was resisting to help me and was serving me as if i am ignorant. I went to patient relations department S well and after 5 hours I was crying in patient relations office. Probably this will be my last visit once tests are done to Hammadi. Strict action and warning issuance against that girl. training is needed to be polite with patients and helpful", "description": " Clerk in Lab was very rude and was not helping me. I stayed for almost 5 hours at hospital and she was resisting to help me and was serving me as if i am ignorant. I went to patient relations department S well and after 5 hours I was crying in patient relations office. Probably this will be my last visit once tests are done to Hammadi. Strict action and warning issuance against that girl. training is needed to be polite with patients and helpful\n\n[Arabic]:\nكانت الموظفة في المختبر وقحة للغاية ولم تُقدّم لي أي مساعدة. مكثتُ قرابة خمس ساعات في المستشفى، وكانت ترفض مساعدتي وتُعاملني وكأنني جاهلة. ذهبتُ أيضًا إلى قسم علاقات المرضى، وبعد خمس ساعات، كنتُ أبكي في مكتب علاقات المرضى. ربما ستكون هذه زيارتي الأخيرة بعد إجراء الفحوصات في مستشفى حمادي. يجب اتخاذ إجراءات صارمة وتوجيه إنذار لتلك الفتاة. إنها بحاجة إلى تدريب على التعامل بلطف مع المرضى وتقديم المساعدة لهم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-19T21:00:00Z", "due_at": "2024-03-21T22:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-19T21:00:00Z", "explanation_received_at": "2024-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-20T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30027403, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-20 00:00:00", "closed": null, "received": "2024-03-20 01:52:00", "resolved": "2024-03-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.330141", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2298", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2298 } } }, { "model": "complaints.complaint", "pk": "d3ec447a-6702-4a8b-90f0-85e6808189d3", "fields": { "created_at": "2024-04-02T11:06:00Z", "updated_at": "2026-04-13T18:59:36.398Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Musab Alrehaili", "expected_result": "", "reference_number": "CMP-2024-04-2346", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The breast reconstruction surgery failed, resulting in severe pain, fibrosis, and noticeable asymmetry on both sides. We returned to see the doctor and informed him of this, and we were told to continue using the compression garment and that it was just a matter of time. However, after consulting with several doctors outside the hospital, there was a unanimous agreement that there was a mistake during the procedure, and it needs to be corrected. We have returned to your hospital to have the nece", "description": "The breast reconstruction surgery failed, resulting in severe pain, fibrosis, and noticeable asymmetry on both sides. We returned to see the doctor and informed him of this, and we were told to continue using the compression garment and that it was just a matter of time. However, after consulting with several doctors outside the hospital, there was a unanimous agreement that there was a mistake during the procedure, and it needs to be corrected. We have returned to your hospital to have the necessary adjustments made and are awaiting clarification from the treating physician, Dr. Musab Al-Ruhais, regarding the medical procedure.\n\n[Arabic]:\n فشل عملية ترميم صدر وعقبة ألام شديدة وتليفات وعدم تناسق واضح في الجهتين علما انه تم الرجوع لعيادة الدكتور وابلاغه بذلك وتم اخبارنا بالاستمرار باستخدام المشد وانها مسألة وقت علما انه تم مراجعة اكثر من طبيب خارج المستشفى بعد ذلك وتم الاتفاق على راي واحد بوجود خطا اثناء عمل الاجراء ويجب تعديل ماتم عمله حيث تم الرجوع للمستشفى لديكم وعمل اللازم وبانتظار التوضيح من قبل الطبيب المعالج مصعب الرحيلي فيما يخص الاجراء الطبي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-01T21:00:00Z", "due_at": "2024-04-04T11:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-02T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-01T21:00:00Z", "explanation_received_at": "2024-04-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20071595, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.3. Not having enough knowledge regarding the patient condition" }, "timeline": { "sent": "2024-04-02 00:00:00", "closed": null, "received": "2024-04-02 14:06:00", "resolved": "2024-04-07 00:00:00", "escalated": null, "first_reminder": "2024-04-03 00:00:00" }, "imported_at": "2026-04-13T21:59:36.388433", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2346", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة التجميلية", "main": "الطبي" }, "original_complaint_num": 2346 } } }, { "model": "complaints.complaint", "pk": "d4017197-184b-436d-af12-51d68d41c209", "fields": { "created_at": "2022-11-12T15:19:00Z", "updated_at": "2026-04-13T18:56:31.407Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15547-ESRAA AHMED RAMADAN MOHAMED ", "expected_result": "", "reference_number": "CMP-2022-11-0525", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 12, 2022, I was late for my doctor appointment despite having a confirmed time slot. I arrived between 4:50 and 5:00 PM as scheduled, but waited for more than 45 minutes.", "description": "On November 12, 2022, I was late for my doctor appointment despite having a confirmed time slot. I arrived between 4:50 and 5:00 PM as scheduled, but waited for more than 45 minutes.\n\n[Arabic]:\nبتاريخ 12 نوفمبر 2022م تم التاخر في الدخول على الطبيب مع وجود موعد مؤكد و تم الحضور حسب الموعد بين الساعه 4:50 حتى 5:00\nحيث تم الانتظار أكثر من ٤٥ دقيقة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-14T21:00:00Z", "due_at": "2022-11-14T15:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-14T21:00:00Z", "explanation_received_at": "2022-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30028979, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2022-11-15 00:00:00", "closed": null, "received": "2022-11-12 18:19:00", "resolved": "2022-11-16 00:00:00", "escalated": null, "first_reminder": "2022-11-15 00:00:00" }, "imported_at": "2026-04-13T21:56:31.400955", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0525", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 525 } } }, { "model": "complaints.complaint", "pk": "d40eca16-4721-4129-bbf2-6737467fdb3b", "fields": { "created_at": "2023-09-24T14:32:00Z", "updated_at": "2026-04-13T18:58:20.850Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1653", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The anesthetic needle was inserted by the patient several times, approximately 9 attempts, and he informed me that it was unsuccessful due to a strain in my back after the severe pain it caused me. Another doctor was called in and did it in one attempt, and the anesthesia was administered, but I still feel pain in the previous injection sites.", "description": " The anesthetic needle was inserted by the patient several times, approximately 9 attempts, and he informed me that it was unsuccessful due to a strain in my back after the severe pain it caused me. Another doctor was called in and did it in one attempt, and the anesthesia was administered, but I still feel pain in the previous injection sites.\n\n[Arabic]:\n تم وضع ابرة التخديرمن قبل المريض لعدة مرات مايقارب 9 محاولات ويتم ابلاغي من قبله بعدم نجاح ذلك لوجود شد بالظهر بعد الالم الشديد الذي تسبب لي فيه تم استدعاء طبيب اخر وقام بعمل ذلك من محاوله واحده وتم التخدير ولكن لازلت الى الان اشعر باالام مكان الابر السابقه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-27T21:00:00Z", "due_at": "2023-09-26T14:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-27T21:00:00Z", "explanation_received_at": "2023-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-30T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20140137, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-09-28 00:00:00", "closed": " ", "received": "2023-09-24 17:32:00", "resolved": "2023-10-01 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.845314", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1653", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 1653 } } }, { "model": "complaints.complaint", "pk": "d4122c0b-5391-4774-9b57-0e6f2ef200c1", "fields": { "created_at": "2025-02-09T21:15:00Z", "updated_at": "2026-04-13T19:01:23.479Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "عابد اللهيبي", "expected_result": "", "reference_number": "CMP-2025-02-3648", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "UNPROFESSIONAL ATTITUDE AND WAS LATRE ON CLINIC AND DID NOT LISTEN TO THE PATIENT ", "description": "UNPROFESSIONAL ATTITUDE AND WAS LATRE ON CLINIC AND DID NOT LISTEN TO THE PATIENT \n\n[Arabic]:\nالطبيب لم يقيس ضغط المريض وتاخر بالقدوم للعيادة وكان اسلوبه مع المريض غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-11T21:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-09T21:15:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3648, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "d41405b8-0e6a-402f-9d93-3741b215e896", "fields": { "created_at": "2023-11-11T16:52:00Z", "updated_at": "2026-04-13T18:58:42.676Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1831", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A therapeutic service was added to the stitching service, but I was not informed of this.", "description": "A therapeutic service was added to the stitching service, but I was not informed of this.\n\n[Arabic]:\nتم اضافة خدمة علاجيه الى الخياطه ولم يتم ابلاغي بذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-10T21:00:00Z", "due_at": "2023-11-13T16:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-10T21:00:00Z", "explanation_received_at": "2023-11-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30231633, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2023-11-11 00:00:00", "closed": null, "received": "2023-11-11 19:52:00", "resolved": "2023-11-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.672036", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1831", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 1831 } } }, { "model": "complaints.complaint", "pk": "d4287501-f79e-4c40-9e4f-4680a0cd849b", "fields": { "created_at": "2025-06-14T12:53:00Z", "updated_at": "2026-04-13T19:02:10.630Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المختبر", "expected_result": "", "reference_number": "CMP-2025-06-4298", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited for 40 minutes for a blood draw, knowing that there were only 2 patients in front of me. When there was a delay, I asked the receptionist and he said that it had nothing to do with him. I asked to talk to the specialist and he said that there were only 2 specialists due to a shift change and the reason for the delay was that there was a shift change and no one was there.", "description": "I waited for 40 minutes for a blood draw, knowing that there were only 2 patients in front of me. When there was a delay, I asked the receptionist and he said that it had nothing to do with him. I asked to talk to the specialist and he said that there were only 2 specialists due to a shift change and the reason for the delay was that there was a shift change and no one was there.\n\n[Arabic]:\nانتظار لمده ٤٠ دقيقة لسحب بالدم مع العلم كان قدامي ٢ مريض فقط وعند التأخير تم الاستفسار من الاستقبال وافاد بأنة لا علاقة له وتم طلب التفاهم مع الاخصائي وافاد بانة لا يوجد الا عدد ٢ اخصائي بسبب تبديل الشفت وسبب التأخير بأن هناك تبديل الشفت ولا يوجد أحد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-16T12:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-14T12:53:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4298, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "d429c87c-add2-4b3a-a8b8-2f72dd81d101", "fields": { "created_at": "2024-04-16T07:17:00Z", "updated_at": "2026-04-13T18:59:36.913Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2366", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not avalible on the system ID for Baby :1213411786 ", "description": "vaccination not avalible on the system ID for Baby :1213411786 \n\n[Arabic]:\nالتطعيم غير متوفر في النظام. رقم الهوية للطفل: 1213411786.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-15T21:00:00Z", "due_at": "2024-04-18T07:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-15T21:00:00Z", "explanation_received_at": "2024-04-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30319148, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-16 00:00:00", "closed": null, "received": "2024-04-16 10:17:00", "resolved": "2024-04-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.904551", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2366", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2366 } } }, { "model": "complaints.complaint", "pk": "d43e2d02-4764-4f42-8ce8-ec31f6ca2142", "fields": { "created_at": "2024-06-22T06:44:00Z", "updated_at": "2026-04-13T18:59:57.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ghiath Fares Askar ", "expected_result": "", "reference_number": "CMP-2024-06-2597", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "73f8e0da-8e9b-46b0-b05c-c7ca566196bd", "title": "I came to the Emergency Department with my young cousin, who had swelling in his leg after playing. Upon our arrival, the ER doctor frightened me by insisting that an urgent X-ray was necessary and that the child required hospital admission.\n\nWe proceeded with the X-ray, and afterward, three additional tests were performed, including blood sampling. The doctor then informed me that the child’s condition did not allow for discharge and that he needed to remain under observation for 24 hours. Base", "description": "I came to the Emergency Department with my young cousin, who had swelling in his leg after playing. Upon our arrival, the ER doctor frightened me by insisting that an urgent X-ray was necessary and that the child required hospital admission.\n\nWe proceeded with the X-ray, and afterward, three additional tests were performed, including blood sampling. The doctor then informed me that the child’s condition did not allow for discharge and that he needed to remain under observation for 24 hours. Based on his statement, I paid 4,000 SAR in cash to reserve a room for admission.\n\nHowever, when the consultant later assessed the child, he informed me that there was no need for admission and that none of the previously conducted procedures were necessary. He stated that the ER doctor should have discharged the child immediately and advised us to follow up with an orthopedic specialist at a later time instead.\n\n[Arabic]:\n انا جيت و معي ولد عمي الصغير لديه انتفاخ بالرجل بسبب اثناء اللعب وقت حضورنا للطوارئ تم تخويفي من قبل الدكتور بضرورة عمل اشعه باسرع وقت وان الطفل يحتاج تنويم و سوينا الاشعه و بعد الاشعه عمل للطفل ثلاث فحوصات وسحب للدم وابلغني ان حالته لاتسمح بالخروج وبضرورة البقاء تحت المراقبه ٢٤ ساعه و بناء على كلامه حجزت الغرفه كاش ٤٠٠٠ و بعد حضور الاستشاري ابلغني بانه لا ضرورة للتنويم ولكل ماتم عمله سابقا و المفروض الطبيب السباق بالطوارئ قام بتوجيهك للبيت ع الفور وتتم العودة لزيارة اخصائي عظام بوقت اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-23T21:00:00Z", "due_at": "2024-06-24T06:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-23T21:00:00Z", "explanation_received_at": "2024-07-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211392, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2024-06-24 00:00:00", "closed": null, "received": "2024-06-22 09:44:00", "resolved": "2024-07-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.552335", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2597", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2597 } } }, { "model": "complaints.complaint", "pk": "d4442e0d-29a2-40b1-98ea-261d6c31df23", "fields": { "created_at": "2025-08-06T09:20:00Z", "updated_at": "2026-04-13T19:02:34.712Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره ولاء ", "expected_result": "", "reference_number": "CMP-2025-08-4578", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient informs that she visited the emergency department for obstetrics and gynecology, and the service was delayed.", "description": " The patient informs that she visited the emergency department for obstetrics and gynecology, and the service was delayed.\n\n[Arabic]:\nتفيد المراجعه بأنها راجعت الطوارئ قسم النساء والولاده وقد تم تأخير تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-08T09:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-06T09:20:00Z", "explanation_received_at": "2025-08-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4578, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "d460675e-5a35-460e-91bd-12a7b9cdf9be", "fields": { "created_at": "2024-05-12T08:34:00Z", "updated_at": "2026-04-13T18:59:46.949Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Omar Al Hyasat", "expected_result": "", "reference_number": "CMP-2024-05-2452", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "f65ac615-80ed-4f93-8335-906c18f962c4", "title": "The dental implant and installation of the molar were unsuccessful, and I am suffering from pain and complications. After visiting several hospitals and dental centers, it was found that the implant is failing and is moving, requiring urgent removal and re-implantation. This will entail bone grafting and may necessitate a treatment plan that exceeds 6 months. Attached is a copy of the treatment plan report issued by one of the hospitals.", "description": "The dental implant and installation of the molar were unsuccessful, and I am suffering from pain and complications. After visiting several hospitals and dental centers, it was found that the implant is failing and is moving, requiring urgent removal and re-implantation. This will entail bone grafting and may necessitate a treatment plan that exceeds 6 months. Attached is a copy of the treatment plan report issued by one of the hospitals.\n\n[Arabic]:\nزراعة وتركيب ضرس لم تنجح و اعاني من الم و مضاعفات و عند زيارة اكثر من مستشفى و مركز اسنان تبين ان\nالزرعه فاشله و تتحرك و تحتاج لازالة بشكل عاجل و اعادة الزرعة من جديد و يترتب على ذلك زراعة عظم و قد\nيحتاج ذلك لخطة علاجية قد تزيد عن 6 اشهر. تجدون برفقه صورة من تقرير الخطة العلاجية الصادر من أحد\nالمستشفيات.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-12T21:00:00Z", "due_at": "2024-05-14T08:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-17T21:00:00Z", "second_reminder_sent_at": "2024-05-17T21:00:00Z", "escalated_at": "2024-05-24T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-05-12T21:00:00Z", "explanation_received_at": "2024-06-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30099673, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-05-13 00:00:00", "closed": null, "received": "2024-05-12 11:34:00", "resolved": "2024-06-06 00:00:00", "escalated": "2024-05-25 00:00:00", "first_reminder": "2024-05-18 00:00:00" }, "imported_at": "2026-04-13T21:59:46.938363", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2452", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2452 } } }, { "model": "complaints.complaint", "pk": "d4614475-878d-4748-b6c4-b1418054b836", "fields": { "created_at": "2023-01-19T12:17:00Z", "updated_at": "2026-04-13T18:56:55.774Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0887", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A joint replacement surgery costing 75,000 riyals was performed, and the hospital is now demanding 15,000 riyals for my father's admission to the intensive care unit after the operation. We have not been informed of the treatment plan, and there is a possibility that the amount will increase.\n", "description": "A joint replacement surgery costing 75,000 riyals was performed, and the hospital is now demanding 15,000 riyals for my father's admission to the intensive care unit after the operation. We have not been informed of the treatment plan, and there is a possibility that the amount will increase.\n\n\n[Arabic]:\nتم إجراء عمليه تبديل مفاصل بمبلغ 75 الف ريال والمستشفى الان يطالب بدفع 15 الف ريال لدخول الوالد في العنايه المركزه بعد العمليه حي لم يتم ابلاغنا بالخطه العلاجيه واحتمال زياده المبلغ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-18T21:00:00Z", "due_at": "2023-01-21T12:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-18T21:00:00Z", "explanation_received_at": "2023-02-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30246056, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-02-19 00:00:00", "closed": null, "received": "2023-01-19 15:17:00", "resolved": "2023-02-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.765437", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0887", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 887 } } }, { "model": "complaints.complaint", "pk": "d466997e-c8fa-432d-ac01-e566685b1d6a", "fields": { "created_at": "2024-12-26T11:47:00Z", "updated_at": "2026-04-13T19:01:02.293Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3423", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My mother is admitted to the long-term care unit...and she has a nasal tube attached to her For nutrition.. Yesterday I was surprised that the tube was removed.. and Dr. duaa came in the night shift and told me that my mother was the one who pulled the tube out of her nose, “based on what the nursing said”.. Note that my mother does not move her hands or feet, and their attitude with the patient is bad also , , one time I came and found a nurse who said, “I am giving the patient water.” And when", "description": "My mother is admitted to the long-term care unit...and she has a nasal tube attached to her For nutrition.. Yesterday I was surprised that the tube was removed.. and Dr. duaa came in the night shift and told me that my mother was the one who pulled the tube out of her nose, “based on what the nursing said”.. Note that my mother does not move her hands or feet, and their attitude with the patient is bad also , , one time I came and found a nurse who said, “I am giving the patient water.” And when the nurse came out, my mother said that she screamed at her to drink water. The patient's swallowing is difficult and she needs more patience and care ,.. I request an investigation in this complaint to know who did that and to the care given to my mother to improve .\n\n[Arabic]:\nوالدتي مقيمة في وحدة الرعاية طويلة الأمد، ولديها أنبوب أنفي للتغذية. بالأمس، فوجئتُ بإزالة الأنبوب، وجاءت الدكتورة دعاء في نوبة العمل الليلية وأخبرتني أن والدتي هي من أزالت الأنبوب من أنفها، \"بناءً على ما قالته الممرضة\". تجدر الإشارة إلى أن والدتي لا تحرك يديها أو قدميها، كما أن معاملة المرضى سيئة. في إحدى المرات، وجدتُ ممرضة تقول: \"سأعطي المريضة ماءً\". وعندما خرجت الممرضة، قالت والدتي إنها صرخت عليها لتشرب الماء. تعاني المريضة من صعوبة في البلع، وتحتاج إلى مزيد من الصبر والرعاية. أطلب إجراء تحقيق في هذه الشكوى لمعرفة من فعل ذلك، ولتحسين الرعاية المقدمة لوالدتي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 161, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-25T21:00:00Z", "due_at": "2024-12-28T11:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-25T21:00:00Z", "explanation_received_at": "2024-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30279820, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2024-12-26 00:00:00", "closed": null, "received": "2024-12-26 14:47:00", "resolved": "2024-12-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.287424", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3423", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة طويلي الإقامة", "main": "التمريض" }, "original_complaint_num": 3423 } } }, { "model": "complaints.complaint", "pk": "d4a6f127-3ed2-4d41-8a61-a6fffdc5831c", "fields": { "created_at": "2025-05-15T11:38:00Z", "updated_at": "2026-04-13T19:02:00.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د. سماح", "expected_result": "", "reference_number": "CMP-2025-05-4214", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the patient complaint regarding a blood transfusion that was performed without the patient's consent or approval. The procedure was executed incorrectly, resulting in severe pain and damage to the patient's hand.", "description": "the patient complaint regarding a blood transfusion that was performed without the patient's consent or approval. The procedure was executed incorrectly, resulting in severe pain and damage to the patient's hand.\n\n[Arabic]:\nإجراء نقل دم تم دون إذن أو موافقة من المريض. تم تنفيذ العملية بطريقة خاطئة، مما أدى إلى شعور المريض بألم شديد وضرر في اليد.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-17T11:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-15T11:38:00Z", "explanation_received_at": "2025-05-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4214, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "d4e7f11b-07a0-46f4-950e-1e7a95f42027", "fields": { "created_at": "2025-10-02T07:04:00Z", "updated_at": "2026-04-13T19:02:59.571Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-4990", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient stated that sufficient justifications were not provided to the insurance at the time the service was rendered.", "description": "The patient stated that sufficient justifications were not provided to the insurance at the time the service was rendered.\n\n[Arabic]:\nافاد المراجع بانه لم يتم رفع المبررات الكافيه للتامين حين تقديم الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-04T07:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-02T07:04:00Z", "explanation_received_at": "2025-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4990, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "d4eb0f71-2434-4d2b-a994-2521adef8438", "fields": { "created_at": "2022-10-27T16:24:00Z", "updated_at": "2026-04-13T18:56:22.141Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16290-SAMAH ABDULRHMAN ABDO SAEED ", "expected_result": "", "reference_number": "CMP-2022-10-0444", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was admitted to the emergency department on Monday morning and diagnosed by the attending physician with a high fever. He prescribed me a fever reducer, and I returned to the emergency department at 5 o'clock on the same day because my fever had not decreased despite taking the medication. I was examined by Dr. Samah, and she refused to give me a fever reducer for the following day, even though my fever had not decreased. I was discharged from the hospital.", "description": "I was admitted to the emergency department on Monday morning and diagnosed by the attending physician with a high fever. He prescribed me a fever reducer, and I returned to the emergency department at 5 o'clock on the same day because my fever had not decreased despite taking the medication. I was examined by Dr. Samah, and she refused to give me a fever reducer for the following day, even though my fever had not decreased. I was discharged from the hospital.\n\n[Arabic]:\nتم الدخول لقسم الطوارئ صباح يوم الاثنين وتم تشخيصي من قبل الطبيب المعالج لارتفاع درجة الحراره وتم اعطائي سكليف من قبله وتم الرجوع الساعه 5 في نفس اليوم لقسم الطوارئ لعدم انخفاض درجة الحراره مع اخذ الادويه وتم الكشف علي من قبل الطبيبه سماح وتم الرفض من قبلها في اعطائي سكليف لليوم التالي علما ان درجة الحراره لم تنخفض لدي وتم خروجي من المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-26T21:00:00Z", "due_at": "2022-10-29T16:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-26T21:00:00Z", "explanation_received_at": "2022-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30051980, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-10-27 00:00:00", "closed": null, "received": "2022-10-27 19:24:00", "resolved": "2022-11-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.136836", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0444", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 444 } } }, { "model": "complaints.complaint", "pk": "d516349c-fb0d-492b-b998-6a1d87d4b764", "fields": { "created_at": "2024-09-05T09:23:00Z", "updated_at": "2026-04-13T19:00:27.368Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2870", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was delayed in entering my appointment, even though there were no patients before me, and I was not seen while all the patients registered after me were seen. I paid at Maghrib prayer time and received a refund at Isha prayer time. I request your response regarding the delay.", "description": "I was delayed in entering my appointment, even though there were no patients before me, and I was not seen while all the patients registered after me were seen. I paid at Maghrib prayer time and received a refund at Isha prayer time. I request your response regarding the delay.\n\n[Arabic]:\nالتأخير في الدخول للموعد علما بانه لم يكن هناك مراجعين قبلي ولم يتم استقبالي واستقبل جميع المراجعين المسجلين بعدي علماً قمت بأني قمت بالدفع على صلاة المغرب واسترجعت المبلغ على صلاة العشاء ارجو منكم الرد بسبب التأخير ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-06T21:00:00Z", "due_at": "2024-09-07T09:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-06T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-06T21:00:00Z", "explanation_received_at": "2024-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-09T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30343675, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-09-07 00:00:00", "closed": null, "received": "2024-09-05 12:23:00", "resolved": "2024-09-10 00:00:00", "escalated": null, "first_reminder": "2024-09-07 00:00:00" }, "imported_at": "2026-04-13T22:00:27.365171", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2870", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 2870 } } }, { "model": "complaints.complaint", "pk": "d524c551-a03b-4ad9-9b50-ffc74cdbfdfc", "fields": { "created_at": "2022-12-24T07:47:00Z", "updated_at": "2026-04-13T18:56:45.542Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12524-MAI ABDELNASR ELBORI ", "expected_result": "", "reference_number": "CMP-2022-12-0707", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On May 28, 2022, I was admitted to the emergency department where the doctor asked me for tests and an electrocardiogram. After that, it was written in the report that it was a suicide attempt or that I had taken too many medications. I had tests done at the same time and nothing of what the doctor mentioned appeared. After that, the Saudi Insurance Council asked me to do an overdose test and it came out normal. This test was five days after I entered the emergency department. In addition, the d", "description": "On May 28, 2022, I was admitted to the emergency department where the doctor asked me for tests and an electrocardiogram. After that, it was written in the report that it was a suicide attempt or that I had taken too many medications. I had tests done at the same time and nothing of what the doctor mentioned appeared. After that, the Saudi Insurance Council asked me to do an overdose test and it came out normal. This test was five days after I entered the emergency department. In addition, the doctor did not mention that I was subjected to violence, as there are signs of bruises from beatings on me.\n\n[Arabic]:\nبتاريخ 28 مايو 2022م تم دخولي الى قسم الطوارئ حيث طلب مني الطبيب تحاليل و تخطيط قلب وبعدها تم كتابة بالتقرير انها عمليه انتحار او انها اخذت ادوية كثيره وانا عملت تحاليل بنفس الوقت ولم يظهر شي مما ذكره الطبيب وبعد ذلك طلب مني مجلس التامين السعودي بعمل تحليل اوفر دوز وطلع بالمعدل طبيعي وهذا تحليل بعد خمس ايام من دخولي الطوارئ بالاضافة الى لم يذكر الطيبب انني كنت اتعرض للعنف حيث يظهر علي اثار كدمات من الضرب. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-23T21:00:00Z", "due_at": "2022-12-26T07:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-24T21:00:00Z", "second_reminder_sent_at": "2022-12-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-23T21:00:00Z", "explanation_received_at": "2022-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1747867, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-12-24 00:00:00", "closed": null, "received": "2022-12-24 10:47:00", "resolved": "2022-12-28 00:00:00", "escalated": null, "first_reminder": "2022-12-25 00:00:00" }, "imported_at": "2026-04-13T21:56:45.532137", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0707", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 707 } } }, { "model": "complaints.complaint", "pk": "d5348e47-1397-4687-a511-c0d21b2f98c5", "fields": { "created_at": "2022-11-12T06:51:00Z", "updated_at": "2026-04-13T18:56:31.344Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0521", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A blood sample was taken at the request of Dr. Hassan Al-Kwikbi for a pre-cataract surgery test. The following day, when I consulted the anesthesiologist, he reported that there was no blood result. I went to the lab to confirm, and I was told that the sample was not there and that it might have been lost and that it had to be done again.", "description": "A blood sample was taken at the request of Dr. Hassan Al-Kwikbi for a pre-cataract surgery test. The following day, when I consulted the anesthesiologist, he reported that there was no blood result. I went to the lab to confirm, and I was told that the sample was not there and that it might have been lost and that it had to be done again.\n\n[Arabic]:\nتم سحب عينة الدم حسب طلب الدكتور حسن الكويكبي لاجراء فحص قبل عملية المياه البيضاء وفي اليوم التالي عند مراجعة طبيب التخدير افاد بعدم وجود نتيجة للدم ، قمت بمراجعة المختبر للتاكد وتم افادتي بعدم وجود العينه ومن الممكن انها فقدت ولابد من عملها مره اخرى .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-11T21:00:00Z", "due_at": "2022-11-14T06:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-11T21:00:00Z", "explanation_received_at": "2022-11-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30092483, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.6.Loss of a patient sample" }, "timeline": { "sent": "2022-11-12 00:00:00", "closed": null, "received": "2022-11-12 09:51:00", "resolved": "2022-11-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.341389", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0521", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 521 } } }, { "model": "complaints.complaint", "pk": "d5372257-4e8c-4c4d-a272-cd06bdc0c86c", "fields": { "created_at": "2023-01-01T08:49:00Z", "updated_at": "2026-04-13T18:56:54.198Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED HAMDY", "expected_result": "", "reference_number": "CMP-2023-01-0742", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "we waited for an hour and half without anything beign done, and whenever I asked for an update, I was told to wait five minutes, which kept turing into delays", "description": "we waited for an hour and half without anything beign done, and whenever I asked for an update, I was told to wait five minutes, which kept turing into delays\n\n[Arabic]:\nانتظرنا لمده ساعه ونص دون ان يتم الامر وعند الاستفسار يتم ابلاغي بان انظر خمص دقائق وتتم المماطله", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-07T21:00:00Z", "due_at": "2023-01-03T08:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049056, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-01-08 00:00:00", "closed": "2023-01-08 00:00:00", "received": "2023-01-01 11:49:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.186028", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0742", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 742 } } }, { "model": "complaints.complaint", "pk": "d539d160-fabd-4e8f-ae1f-dffa66aee29f", "fields": { "created_at": "2024-08-31T09:43:00Z", "updated_at": "2026-04-13T19:00:18.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2847", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor to get treatment and see what my problem was. She told me she'd prescribe some tests and to get them done. The problem is, she didn't even tell me what the tests were or how many. She just said hair analysis. I went and got them done, and when I came for my follow-up appointment, I was shocked.\n\nI expected her to prescribe comprehensive tests, but I was shocked to find out it was just two tests after I paid, without any explanation.", "description": "I went to the doctor to get treatment and see what my problem was. She told me she'd prescribe some tests and to get them done. The problem is, she didn't even tell me what the tests were or how many. She just said hair analysis. I went and got them done, and when I came for my follow-up appointment, I was shocked.\n\nI expected her to prescribe comprehensive tests, but I was shocked to find out it was just two tests after I paid, without any explanation.\n\n[Arabic]:\nدخلت على الدكتوره على اساس تعالجني وتشوف المشكله اللي عندي قالت لي بكتب لك تحاليل وانزلي حللي\nالمشكله ماقالت لي حتى اسم التحاليل وكم تحليل قالت بس تحاليل الشعر نزلت وحللت اجي للمراجعه انصدم\n توقعت كتبت لي تحاليل شامله وانصدم انها تحليلن فقط بعد الدفع دون التوضيح . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 10, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-31T21:00:00Z", "due_at": "2024-09-02T09:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-09-01T21:00:00Z", "second_reminder_sent_at": "2024-09-01T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-31T21:00:00Z", "explanation_received_at": "2024-09-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-02T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30157911, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.1.Deficient Information" }, "timeline": { "sent": "2024-09-01 00:00:00", "closed": null, "received": "2024-08-31 12:43:00", "resolved": "2024-09-03 00:00:00", "escalated": null, "first_reminder": "2024-09-02 00:00:00" }, "imported_at": "2026-04-13T22:00:18.415762", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2847", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجلدية", "main": "الطبي" }, "original_complaint_num": 2847 } } }, { "model": "complaints.complaint", "pk": "d5536d6a-147f-4c30-a298-60684dbc1f2f", "fields": { "created_at": "2024-03-25T19:04:00Z", "updated_at": "2026-04-13T18:59:28.083Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2321", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient wishes to book physiotherapy appointments", "description": "The patient wishes to book physiotherapy appointments\n\n[Arabic]:\nيرغب المريض بحجز مواعيد العلاج الطبيعي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-24T21:00:00Z", "due_at": "2024-03-27T19:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-24T21:00:00Z", "explanation_received_at": "2024-03-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-03-25 00:00:00", "closed": null, "received": "2024-03-25 22:04:00", "resolved": "2024-03-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:28.077736", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2321", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 2321 } } }, { "model": "complaints.complaint", "pk": "d575dee0-b74c-4b51-8efe-4c0d03adbeb2", "fields": { "created_at": "2025-08-23T16:42:00Z", "updated_at": "2026-04-13T19:02:36.406Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطبيبه شيماء الجندي ", "expected_result": "", "reference_number": "CMP-2025-08-4656", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor mentioned that she would grant the patient a two-day leave, but later only provided a one-day leave.", "description": "The doctor mentioned that she would grant the patient a two-day leave, but later only provided a one-day leave.\n\n[Arabic]:\nذكرت الطبيبه بأنها سوف ترفع للمراجع اجازه يومان لكن لاحقا اكتفت برفع يوم واحد فقط", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 22, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-25T16:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-23T16:42:00Z", "explanation_received_at": "2025-08-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4656, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "d57d835f-d6ce-45e0-b9e8-6abf4603dc22", "fields": { "created_at": "2023-11-14T10:17:00Z", "updated_at": "2026-04-13T18:58:43.308Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "KHALED", "expected_result": "", "reference_number": "CMP-2023-11-1847", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was not provided with a birth report by the treating physician.", "description": "The patient was not provided with a birth report by the treating physician.\n\n[Arabic]:\nعدم تزويد المريضه بتقرير الولادة من قبل الطبيبة المعالجه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-27T21:00:00Z", "due_at": "2023-11-16T10:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-14T21:00:00Z", "second_reminder_sent_at": "2023-11-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-11-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30189891, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. 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Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-08-12 00:00:00", "closed": null, "received": "2023-08-12 13:42:00", "resolved": "2023-08-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.355826", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1520", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1520 } } }, { "model": "complaints.complaint", "pk": "d5c49ad2-5296-4050-953e-41c7f97e4fee", "fields": { "created_at": "2022-12-06T11:07:00Z", "updated_at": "2026-04-13T18:56:42.700Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0634", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to Dr. Qaqa’s clinic to diagnose my daughter. Upon entering the clinic, the doctor looked at the device and then told me to go to Dr. Mada in the radiology department. No examination, look, or taking vital signs was done by Dr. Qaqa. I was only directed to another doctor, and the duty manager refused to refund the consultation fee. I was told to pay another consultation fee to Dr. Mada and wait.", "description": "I went to Dr. Qaqa’s clinic to diagnose my daughter. Upon entering the clinic, the doctor looked at the device and then told me to go to Dr. Mada in the radiology department. No examination, look, or taking vital signs was done by Dr. Qaqa. I was only directed to another doctor, and the duty manager refused to refund the consultation fee. I was told to pay another consultation fee to Dr. Mada and wait.\n\n[Arabic]:\nتم الحضور لعيادة الدكتور قعقع لتشخيص ابنتي وعند الدخول للعياده وقام الدكتور بالنظر للجهاز ومن ثم تم اخباري بالتوجه للدكتوره مدى في قسم الاشعه ولم يتم القيام باي اجراء من معاينة والنظر واخذ العلامات الحيويه من قبل الطبيب قعقع فقط تم توجيهي لطبيب اخر حيث تم رفض استرجاع مبلغ الكشفيه من قبل المدير المناوب وتم اخباري بدفع كشفيه اخرى لدى الطبيبه مدى والانتظار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-05T21:00:00Z", "due_at": "2022-12-08T11:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-05T21:00:00Z", "explanation_received_at": "2022-12-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30230658, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-06 00:00:00", "closed": null, "received": "2022-12-06 14:07:00", "resolved": "2022-12-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.689254", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0634", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 634 } } }, { "model": "complaints.complaint", "pk": "d5eae399-7d0b-4ee3-a520-5f6a413a63ad", "fields": { "created_at": "2023-11-13T09:24:00Z", "updated_at": "2026-04-13T18:58:43.123Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1841", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in delivering test results.", "description": "Delay in delivering test results.\n\n[Arabic]:\nتاخير بتسليم نتائج التحاليل . 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Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2023-11-13 00:00:00", "closed": null, "received": "2023-11-13 12:24:00", "resolved": "2023-11-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.120296", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1841", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1841 } } }, { "model": "complaints.complaint", "pk": "d636d72b-3b64-4730-b1b3-ebe95378c0a0", "fields": { "created_at": "2024-06-13T16:44:00Z", "updated_at": "2026-04-13T18:59:57.389Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Majidah Malak", "expected_result": "", "reference_number": "CMP-2024-06-2590", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "When I asked the doctor about the effect of a treatment I had been using—which was the main reason for my visit, as my menstrual cycle had changed—she responded by saying, “That’s none of my concern; I have nothing to do with your treatment.”\n\nMy visit was specifically to ask whether this treatment could have an impact on hormones, pregnancy, or the changes in my menstrual cycle. I am fully aware that she did not prescribe this medication and that it was prescribed by a professor, and I understa", "description": "When I asked the doctor about the effect of a treatment I had been using—which was the main reason for my visit, as my menstrual cycle had changed—she responded by saying, “That’s none of my concern; I have nothing to do with your treatment.”\n\nMy visit was specifically to ask whether this treatment could have an impact on hormones, pregnancy, or the changes in my menstrual cycle. I am fully aware that she did not prescribe this medication and that it was prescribed by a professor, and I understand that she may not be authorized to prescribe such treatment. However, I booked the appointment to seek medical advice regarding whether it could be causing the changes I experienced.\n\nWhen I requested an ultrasound for reassurance, she said there was no need for it. There was no proper engagement or willingness to discuss my concerns. Patients have the right to ask questions, request investigations, and be reassured about their health.\n\nIn addition to the lack of cooperation, the situation caused me psychological distress, and I left the clinic feeling dissatisfied with the way I was treated.\n\n[Arabic]:\n عند سؤال الطبيبة عن تأثير علاج استعملته وهو سبب زيارتي للطبيبة ان الدورة ماكانت زي قبل قالت (( انا مالي دخل بعلاجك !!! طيب انا زيارتي بسبب العلاج هذا وعلشان اسأل هل له تأثير على الهرمونات للحمل والدورة وانا عارف\nانها ماوصفته ولاتقدر اصلا تصف علاج زي هذا لانه بروفسور الي واصفه لي لكن انا جايه موعد علشان اسأل هل\nله تأثير على التغييرات بالدورة الي حصلت ، والا تطلب تحليل السونار تقول مافيه داعي لا يوجد تجاوب مع المريض واعطاء المجال للمريض بالنقاش من حق المريض يطلب فحوصاته ويتأكد من نفسه فضلا عن الضرر النفسي الي سببته لي تم خروجي وانا غير راضيه عن التعامل داخل العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-23T21:00:00Z", "due_at": "2024-06-15T16:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-23T21:00:00Z", "explanation_received_at": "2024-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30255711, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-06-24 00:00:00", "closed": null, "received": "2024-06-13 19:44:00", "resolved": "2024-07-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.383802", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2590", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2590 } } }, { "model": "complaints.complaint", "pk": "d64196e6-4b7c-4a60-9b19-077fe1c9d5b1", "fields": { "created_at": "2025-10-18T13:16:00Z", "updated_at": "2026-04-13T19:03:02.283Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5103", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المراجعه تم حجز موعد غير المتفق عليه ", "description": "تفيد المراجعه تم حجز موعد غير المتفق عليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-20T13:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-18T13:16:00Z", "explanation_received_at": "2025-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5103, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "d67ea072-043b-4892-861d-e257e3820b53", "fields": { "created_at": "2023-01-26T15:32:00Z", "updated_at": "2026-04-13T18:56:56.801Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0815", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I contacted customer service and requested an appointment with a root canal specialist. After the appointment, the dentist informed me that she was not experiencing any back pain.\n", "description": "I contacted customer service and requested an appointment with a root canal specialist. After the appointment, the dentist informed me that she was not experiencing any back pain.\n\n\n[Arabic]:\nتم الاتصال على خدمه العملاء وطلب موعد لدى طبيب تخصص اسنان عصب خلفي وتم حجز موعد مع الطبيبة ربى\nولما حضرت ابلغتني الطبيبة بانها لا تعالج العصب الخلفي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-25T21:00:00Z", "due_at": "2023-01-28T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-29T21:00:00Z", "second_reminder_sent_at": "2023-01-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-25T21:00:00Z", "explanation_received_at": "2023-01-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234465, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "3.1.9.Inadequate call center service" }, "timeline": { "sent": "2023-01-26 00:00:00", "closed": null, "received": "2023-01-26 18:32:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": "2023-01-30 00:00:00" }, "imported_at": "2026-04-13T21:56:56.798202", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0815", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 815 } } }, { "model": "complaints.complaint", "pk": "d6889dd9-db43-4cc6-a0ff-979bfde13195", "fields": { "created_at": "2022-10-16T07:11:00Z", "updated_at": "2026-04-13T18:56:19.041Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0388", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During my wife was doing an EEG. The door was not closed and the lights were not turned off by the nurse. The nurse was talking to my wife in an inappropriate and unprofessional manner.", "description": "During my wife was doing an EEG. The door was not closed and the lights were not turned off by the nurse. The nurse was talking to my wife in an inappropriate and unprofessional manner.\n\n[Arabic]:\nأثناء خضوع زوجتي لفحص تخطيط الدماغ الكهربائي، لم تغلق الممرضة الباب ولم تُطفئ الأنوار. كما كانت تتحدث معها بطريقة غير لائقة وغير مهنية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-18T07:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-10-15T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30121269, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": "2022-10-16 00:00:00", "received": "2022-10-16 10:11:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:19.034606", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0388", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 388 } } }, { "model": "complaints.complaint", "pk": "d68d9684-9cd6-44df-a352-64fd2541b957", "fields": { "created_at": "2024-02-03T16:55:00Z", "updated_at": "2026-04-13T18:59:17.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ABIR MOHAMMED ABOZAID MOSLEH", "expected_result": "", "reference_number": "CMP-2024-02-2161", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "a64299e9-9651-473f-8e26-8bb61279ef37", "title": "The baby was born at the hospital and was in the nursery because she was a premature baby. During that time, the baby developed a severe intestinal infection, which caused a rupture inside the intestines. The doctor refused to transfer her to another hospital to perform the operation, despite the approval. The reason the doctor mentioned was a lack of platelets, but it turned out to be the opposite of what she mentioned when we arrived at the other hospital. The reason for her refusal was the ap", "description": "The baby was born at the hospital and was in the nursery because she was a premature baby. During that time, the baby developed a severe intestinal infection, which caused a rupture inside the intestines. The doctor refused to transfer her to another hospital to perform the operation, despite the approval. The reason the doctor mentioned was a lack of platelets, but it turned out to be the opposite of what she mentioned when we arrived at the other hospital. The reason for her refusal was the approaching end of her shift and her unwillingness to go with the transfer at that moment.\n\n[Arabic]:\nتمت ولادة الطفله لدى المستشفى وكانت بالحضانه لكونها طفل خديج بولاده مبكره واثناء تلك الفتره حصل للطفله التهاب شديد بالامعاء مما تسبب بانفجار داخل الامعاء وتم رفض نقلها الى مستشفى اخر لاجراء العمليه من قبل الطبيبه مع وجود الموافقه وكان السبب الذي ذكرته الطبيبه نقص في صفائح الدم لكن تبين عكس ماذكرته عند وصولنا للمستشفى الاخر وكان السبب في رفضها هو قرب انتهاء فترة دوامها وعدم رغبتها للذهاب مع النقل تلك اللحظه .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-06T21:00:00Z", "due_at": "2024-02-05T16:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-07T21:00:00Z", "second_reminder_sent_at": "2024-02-09T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-06T21:00:00Z", "explanation_received_at": "2024-02-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30304268, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.3.5.Rushed, not time to see patients" }, "timeline": { "sent": "2024-02-07 00:00:00", "closed": null, "received": "2024-02-03 19:55:00", "resolved": "2024-02-11 00:00:00", "escalated": null, "first_reminder": "2024-02-08 00:00:00" }, "imported_at": "2026-04-13T21:59:17.664276", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2161", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 2161 } } }, { "model": "complaints.complaint", "pk": "d6d3bb79-a862-4587-b5fd-6843f06076ba", "fields": { "created_at": "2025-10-14T10:10:00Z", "updated_at": "2026-04-13T19:03:01.300Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5082", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "According to the Nursing Department, the cleaning staff enters during the patient’s shower time while the patient is bedridden.", "description": "According to the Nursing Department, the cleaning staff enters during the patient’s shower time while the patient is bedridden.\n\n[Arabic]:\nحسب ما ورد من قسم التمريض، فإن من يقوم بالتنظيف يدخل وقت استحمام المريض وهو طريح الفراش.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-16T10:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-14T10:10:00Z", "explanation_received_at": "2025-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5082, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "d6d6264a-55f4-4a13-954c-9a3f3a75306e", "fields": { "created_at": "2025-11-13T10:15:00Z", "updated_at": "2026-04-13T19:03:13.658Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5290-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He reports that he underwent an operation with Dr. Majd Haddadin, and after the operation he was asked to pay 9000. When he went back to the doctor, he stated that he did not perform this procedure and therefore did not add any medical code.", "description": "He reports that he underwent an operation with Dr. Majd Haddadin, and after the operation he was asked to pay 9000. When he went back to the doctor, he stated that he did not perform this procedure and therefore did not add any medical code.\n\n[Arabic]:\nيفيد بأجراء عملية لدى الدكتور مجد حدادين ،وبعد العملية تمت مطالبتة بمبلغ ٩٠٠٠ ، وعند مراجعتة للدكتور افاد بأنة لم يقم بعمل هذا الاجراء ولذلك لم يضف اي كود طبي ، ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T10:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T10:15:00Z", "explanation_received_at": "2025-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5290, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "d6f6c5e4-9daf-4377-8ed2-9d1cb02575d7", "fields": { "created_at": "2024-01-28T20:20:00Z", "updated_at": "2026-04-13T18:59:09.192Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ABDULAZIZ SALEH LABALLA", "expected_result": "", "reference_number": "CMP-2024-01-2134", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The procedure I was supposed to undergo was a partial septoplasty and turbinate reduction. After the surgery and once the swelling subsided, it became clear that there was an unusual hole in my nose (longitudinally) where secretions collect and settle. Cleaning it is difficult, and I don't know the reason for this hole, which doesn't serve the purpose of the surgery at all, and isn't even close to the deviated septum! In addition, I experience intermittent whistling sounds from my nose due to th", "description": "The procedure I was supposed to undergo was a partial septoplasty and turbinate reduction. After the surgery and once the swelling subsided, it became clear that there was an unusual hole in my nose (longitudinally) where secretions collect and settle. Cleaning it is difficult, and I don't know the reason for this hole, which doesn't serve the purpose of the surgery at all, and isn't even close to the deviated septum! In addition, I experience intermittent whistling sounds from my nose due to this hole.\n\n[Arabic]:\nالعملية المفترض اجراءها عملية تعديل جزئي للحاجز الانفي وتصغير قرنيات، بعد العملية وبعد ذهاب التورم\nاتضح ان هناك ثقب غريب في الانف (بشكل طولي) حيث تتجمع وتستقر فيه الافرازات، تنظيفه صعب ولا اعرف\nسبب وجود هذا الثقب الذي لا يخدم هدف العملية بأي شكل حتى انه ليس قريب من مكان الانحراف! بالاضافة الى\nظهور صوت صفير من الانف بشكل متفاوت من وقت الى آخر بسبب هذا الثقب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-28T21:00:00Z", "due_at": "2024-01-30T20:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30075758, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "2.2.11.Wrong surgery" }, "timeline": { "sent": "2024-01-29 00:00:00", "closed": null, "received": "2024-01-28 23:20:00", "resolved": "2024-01-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:09.189420", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2134", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2134 } } }, { "model": "complaints.complaint", "pk": "d6f6c99d-b02c-4b79-9956-e665cf753c36", "fields": { "created_at": "2025-04-26T11:34:00Z", "updated_at": "2026-04-13T19:01:48.700Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.فهد الدوسري ", "expected_result": "", "reference_number": "CMP-2025-04-4080", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-28T11:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-26T11:34:00Z", "explanation_received_at": "2025-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4080, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "d7213a67-ead4-4f19-b75b-1f978df196eb", "fields": { "created_at": "2022-10-22T06:37:00Z", "updated_at": "2026-04-13T18:56:20.476Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. FAREDAH ABDULLAH", "expected_result": "", "reference_number": "CMP-2022-10-0419", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Number 160 arrived, and when I went there the number changed on the screen and went back to number 159. I went to window 2 to ask, and it was explained by her that I have to wait until my number appears again.", "description": "Number 160 arrived, and when I went there the number changed on the screen and went back to number 159. I went to window 2 to ask, and it was explained by her that I have to wait until my number appears again.\n\n[Arabic]:\nتم وصول الرقم 160 ووعند الذهاب تم تغير الرقم في الشاشه وتم الرجوع لرقم 159 وتم الذهاب الى شباك 2 للسؤال وتم التوضيح من قبلها يجب علي الانتظار لحين ظهور رقمي مره اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-19T21:00:00Z", "due_at": "2022-10-24T06:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-19T21:00:00Z", "explanation_received_at": "2022-10-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-21T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30120044, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-10-20 00:00:00", "closed": null, "received": "2022-10-22 09:37:00", "resolved": "2022-10-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:20.471783", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0419", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 419 } } }, { "model": "complaints.complaint", "pk": "d759e7a9-51fc-4dd0-a273-68205216e84c", "fields": { "created_at": "2023-03-06T22:55:00Z", "updated_at": "2026-04-13T18:57:16.260Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DAAD ZOUKAN KARKOUT", "expected_result": "", "reference_number": "CMP-2023-03-0962", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6faabdbf-4f12-407f-81fd-8b1e4caa4cf8", "title": "The doctor's behavior was unprofessional and disrespectful. She forgot to add the prescription and then yelled at me, demanding I go to reception to pay for a new consultation and blame me for her mistake. If she had at least been respectful, I could have let it go.", "description": "The doctor's behavior was unprofessional and disrespectful. She forgot to add the prescription and then yelled at me, demanding I go to reception to pay for a new consultation and blame me for her mistake. If she had at least been respectful, I could have let it go.\n\n[Arabic]:\n تعامل الدكتورة غير مهني واسلوبها غير محترم عند نسيانها لاضافة الوصفة وثم الصراخ علي لتطلب مني اذهب\nللاستقبال لادفع استشاره جديدة وتحميلي خطأها . لو كان على الاقل اسلوبها محترم لتجاوزت الموضوع", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-07T21:00:00Z", "due_at": "2023-03-08T22:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-03-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30232111, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-08 00:00:00", "closed": "2023-03-08 00:00:00", "received": "2023-03-07 01:55:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.250613", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0962", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 962 } } }, { "model": "complaints.complaint", "pk": "d76a6dfe-3855-4a0f-a854-8340bcaee52c", "fields": { "created_at": "2025-03-23T10:43:00Z", "updated_at": "2026-04-13T19:01:36.802Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3934", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was transferred to the emergency room after a car accident in which I sustained serious injuries. The hospital requested approval from the insurance company 'Bawabat' to perform an urgent procedure, but they refused and requested an additional report despite the existence of a report from the Red Crescent. As a result, the treatment was delayed until we obtained the report, but the insurance only covered the hospitalization costs and did not cover the surgical costs.", "description": "I was transferred to the emergency room after a car accident in which I sustained serious injuries. The hospital requested approval from the insurance company 'Bawabat' to perform an urgent procedure, but they refused and requested an additional report despite the existence of a report from the Red Crescent. As a result, the treatment was delayed until we obtained the report, but the insurance only covered the hospitalization costs and did not cover the surgical costs.\n\n[Arabic]:\nتم نقلي إلى الطوارئ بعد حادث سير أصبت فيه بجروح بليغة. طلب المستشفى موافقة شركة التأمين \"بوابة\" لتنفيذ إجراء عاجل، لكنها رفضت وطلبت تقريرًا إضافيًا رغم وجود تقرير الهلال الأحمر. نتيجة لذلك، تأخر تقديم العلاج إلى أن حصلنا على التقرير، لكن التأمين غطى تكاليف التنويم فقط ولم يغطِ تكاليف العملية الجراحية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-25T10:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-23T10:43:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3934, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "d784018c-b5f7-4b7b-9746-73225c51eaf7", "fields": { "created_at": "2023-03-12T10:12:00Z", "updated_at": "2026-04-13T18:57:17.055Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.EKRAM ALLUBANI", "expected_result": "", "reference_number": "CMP-2023-03-0990", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to have the stitches removed, and the doctor's treatment was very harsh. When I asked him to give me anesthesia because I couldn't bear the pain, he became agitated and shouted at me, saying he wouldn't use anesthesia and that I should go see another doctor. Note that it wasn't my first visit to him, and he was the same way when performing the previous procedure. There was no professionalism in the doctor's treatment, so I left the clinic and went to another doctor.", "description": "I went to have the stitches removed, and the doctor's treatment was very harsh. When I asked him to give me anesthesia because I couldn't bear the pain, he became agitated and shouted at me, saying he wouldn't use anesthesia and that I should go see another doctor. Note that it wasn't my first visit to him, and he was the same way when performing the previous procedure. There was no professionalism in the doctor's treatment, so I left the clinic and went to another doctor.\n\n[Arabic]:\nتم الحضور لفك الغرز وكان تعامل الطبيب جدا قاسي وعندما طلبت منه وضع بنج لعدم تحملي للالم قام بالانفعال والصراخ علي وقال لن استخدم المخدر واذهبي لرؤية طبيب اخر علما انه لم تكن الزيارة الاولى له وكان بنفس الاسلوب وقت عمل الاجراء السابق لم يكن هناك اي مهنيه بالتعامل من قبل الطبيب حيث تم الخروج من العياده والذهاب الى طبيب اخر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-11T21:00:00Z", "due_at": "2023-03-14T10:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-11T21:00:00Z", "explanation_received_at": "2023-03-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245694, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-12 00:00:00", "closed": null, "received": "2023-03-12 13:12:00", "resolved": "2023-03-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.050382", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0990", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 990 } } }, { "model": "complaints.complaint", "pk": "d7ab0bc5-0399-4ed3-9b4e-aed5108e9c3a", "fields": { "created_at": "2022-11-28T15:41:00Z", "updated_at": "2026-04-13T18:56:33.879Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0592", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On November 26, 2022, I went to the laboratory to have the tests done and I went to room number 3 where the employee (of Sudanese nationality) kept talking on her mobile phone from the time I entered until I left. The sample was taken and it caused me swelling in the hand where the sample was taken. I informed the receptionist about what happened and she argued with me at the reception.", "description": "On November 26, 2022, I went to the laboratory to have the tests done and I went to room number 3 where the employee (of Sudanese nationality) kept talking on her mobile phone from the time I entered until I left. The sample was taken and it caused me swelling in the hand where the sample was taken. I informed the receptionist about what happened and she argued with me at the reception.\n\n[Arabic]:\nتم الحضور بتاريخ 26 نوفمبر 2022م الى المختبر لعمل التحاليل وتم توجهي الى غرفة رقم 3 حيث ان الموظفة ( سودانية الجنسية ) استمرت بالتحدث عبر الجوال منذ الدخول عليها حتى خروجي ، وتم سحب العينه وتسببت لي بتورم في اليد مكان سحب العينه وتم ابلاغ موظف الاستقبال بما حدث وتم مجادلتي من قبلها عند الاستقبال . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-27T21:00:00Z", "due_at": "2022-11-30T15:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-28T21:00:00Z", "second_reminder_sent_at": "2022-11-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-27T21:00:00Z", "explanation_received_at": "2022-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20243775, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-28 00:00:00", "closed": null, "received": "2022-11-28 18:41:00", "resolved": "2022-12-05 00:00:00", "escalated": null, "first_reminder": "2022-11-29 00:00:00" }, "imported_at": "2026-04-13T21:56:33.876202", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0592", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 592 } } }, { "model": "complaints.complaint", "pk": "d7b0ef9b-dbef-4fb2-ac78-8ee1faea50a3", "fields": { "created_at": "2025-12-09T11:08:00Z", "updated_at": "2026-04-13T19:03:24.319Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MOHAMED MAZEN ABDULMAGID SHUKAIR", "expected_result": "", "reference_number": "CMP-2025-12-5441", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I underwent a kidney stone removal procedure, during which the doctor performed a procedure described as emergency. Later, my insurance refused to cover the costs of this procedure, arguing that if it had been necessary during the surgery, the previous doctor would have performed it. I was informed that the procedure was medically unnecessary, even though I had already paid the full cost of 3850 riyals.\n\nConsequently, I was referred to the Ministry of Health to inquire about the reasons that led", "description": "I underwent a kidney stone removal procedure, during which the doctor performed a procedure described as emergency. Later, my insurance refused to cover the costs of this procedure, arguing that if it had been necessary during the surgery, the previous doctor would have performed it. I was informed that the procedure was medically unnecessary, even though I had already paid the full cost of 3850 riyals.\n\nConsequently, I was referred to the Ministry of Health to inquire about the reasons that led the doctor to perform this emergency procedure. The Council of Cooperative Health Insurance also informed me that the condition and the procedure performed by the doctor were not necessary.\n\n[Arabic]:\nتم إجراء عملية إزالة حصوة، وخلالها قام الطبيب بتنفيذ إجراء طبي وُصف بأنه اضطراري. لاحقًا، رفض التأمين تغطية تكاليف هذا الإجراء بحجة أنه لو كان ضروريًا أثناء العملية لكان الطبيب السابق قد قام به، وتم إبلاغي بأن الإجراء لم يكن له داعٍ طبي. علمًا بأنني قمت بدفع التكلفة كاملة وقدرها 3850 ريال.\n\nوبناءً على ذلك، تم توجيهي إلى وزارة الصحة للاستفسار عن الأسباب التي دفعت الطبيب لاتخاذ هذا الإجراء الاضطراري. كما أفادني مجلس الضمان الصحي بأن الحالة والإجراء الذي تم من قبل الطبيب ليس ضرورياً", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": null, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-11T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-09T11:08:00Z", "explanation_received_at": "2025-12-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5441, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "d7bef523-bafe-44df-bd09-f6dd453280bb", "fields": { "created_at": "2023-05-07T11:55:00Z", "updated_at": "2026-04-13T18:57:38.948Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marwa Zaki", "expected_result": "", "reference_number": "CMP-2023-05-1219", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "I consulted with Dr. Marwa Zaki, and in March, tests were requested. During the following visits, the doctor did not read or review the test results or open the file. Additionally, a miscarriage test was requested, even though the patient had not experienced a miscarriage, which resulted in the patient suffering from severe anemia and required the use of iron injections. I hold her fully responsible for this and for the health of the patient and her child.", "description": "I consulted with Dr. Marwa Zaki, and in March, tests were requested. During the following visits, the doctor did not read or review the test results or open the file. Additionally, a miscarriage test was requested, even though the patient had not experienced a miscarriage, which resulted in the patient suffering from severe anemia and required the use of iron injections. I hold her fully responsible for this and for the health of the patient and her child.\n\n[Arabic]:\nتم المراجعة لدى الطبيب مروى زكي وفي شهر مارس تم طلب تحاليل ولم تقم الطبيبة خلال الزيارات التالية بقراءة التحاليل او الاطلاع عليها وفتح الملف \nبالاضافة الى تم طلب تحاليل ( اجهاض ) علماً بأن المريضه لم تجهض مما سبب لدى المراجعه فقر دم شديد جداً وادى الى استخدام إبر الحديد وانا احملها كامل المسئووليه في ذالك وفي صحة المريضه و طفلها. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-07T21:00:00Z", "due_at": "2023-05-09T11:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-08T21:00:00Z", "second_reminder_sent_at": "2023-05-10T21:00:00Z", "escalated_at": "2023-05-17T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-05-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-06-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224747, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-05-08 00:00:00", "closed": "2023-06-07 00:00:00", "received": "2023-05-07 14:55:00", "resolved": null, "escalated": "2023-05-18 00:00:00", "first_reminder": "2023-05-09 00:00:00" }, "imported_at": "2026-04-13T21:57:38.936967", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1219", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1219 } } }, { "model": "complaints.complaint", "pk": "d88c70a0-6b2e-4ab1-8e6f-f133acf59db3", "fields": { "created_at": "2024-01-01T15:03:00Z", "updated_at": "2026-04-13T18:59:05.226Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2033", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was brought to the hospital as an emergency case with abdominal cramps, but the case was not admitted due to her Bupa insurance being rejected.", "description": "The patient was brought to the hospital as an emergency case with abdominal cramps, but the case was not admitted due to her Bupa insurance being rejected.\n\n[Arabic]:\nتم حضور المريضة الى المستشفى كحالة طارئة حيث لديها مغص في البطن ولم يتم استقبال الحالة لرفض تأمينها التابع لشركة بوبا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-31T21:00:00Z", "due_at": "2024-01-03T15:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-02T21:00:00Z", "second_reminder_sent_at": "2024-01-03T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-31T21:00:00Z", "explanation_received_at": "2024-01-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168793, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2024-01-01 00:00:00", "closed": null, "received": "2024-01-01 18:03:00", "resolved": "2024-01-04 00:00:00", "escalated": null, "first_reminder": "2024-01-03 00:00:00" }, "imported_at": "2026-04-13T21:59:05.223665", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2033", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 2033 } } }, { "model": "complaints.complaint", "pk": "d8b5182c-9f63-491e-8630-7d39a4098a97", "fields": { "created_at": "2024-05-18T10:05:00Z", "updated_at": "2026-04-13T18:59:47.486Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2479", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I accompanied my father, and when I requested a companion’s note, it was refused by the hospital.\n", "description": "I accompanied my father, and when I requested a companion’s note, it was refused by the hospital.\n\n\n[Arabic]:\nتمت المرافقه مع والدي وعند طلب مشهد مرافقه تم الرفض من قبل المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-17T21:00:00Z", "due_at": "2024-05-20T10:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-17T21:00:00Z", "second_reminder_sent_at": "2024-05-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-17T21:00:00Z", "explanation_received_at": "2024-05-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-05-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30054477, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-05-18 00:00:00", "closed": null, "received": "2024-05-18 13:05:00", "resolved": "2024-05-18 00:00:00", "escalated": null, "first_reminder": "2024-05-18 00:00:00" }, "imported_at": "2026-04-13T21:59:47.474616", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2479", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الخدمة الإجتماعية", "main": "الإداري" }, "original_complaint_num": 2479 } } }, { "model": "complaints.complaint", "pk": "d8c2377a-0cd4-4453-8b03-27c881c47993", "fields": { "created_at": "2024-01-09T07:06:00Z", "updated_at": "2026-04-13T18:59:06.623Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2059", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was refused admission by the doctor, even though he arrived at the clinic on time. The doctor was rude and his manner was inappropriate towards the patient’s mother. He asked her to leave the hospital and told her to return her money. He personally insulted her and expelled her.", "description": "The patient was refused admission by the doctor, even though he arrived at the clinic on time. The doctor was rude and his manner was inappropriate towards the patient’s mother. He asked her to leave the hospital and told her to return her money. He personally insulted her and expelled her.\n\n[Arabic]:\nتم رفض استقبال المريض من قبل الطبيب علما انه تم حضوره للعيادة في الوقت المحدد وكان الطبيب فض واسلوبه غير لائق مع والدة المريض وطلب اخراجها من المستشفى وقال رجعو لها فلوسها وقام بإهانتها شخصيا وطردها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-08T21:00:00Z", "due_at": "2024-01-11T07:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-09T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30118804, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": ".3.Skills and \nConduct", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-01-09 00:00:00", "closed": null, "received": "2024-01-09 10:06:00", "resolved": "2024-01-11 00:00:00", "escalated": null, "first_reminder": "2024-01-10 00:00:00" }, "imported_at": "2026-04-13T21:59:06.615982", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2059", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 2059 } } }, { "model": "complaints.complaint", "pk": "d8ec1bcb-1abb-4cd0-a1a2-44f743674a9a", "fields": { "created_at": "2023-02-16T07:50:00Z", "updated_at": "2026-04-13T18:57:06.949Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAYYAN ALRASEES", "expected_result": "", "reference_number": "CMP-2023-02-0908", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at my appointment with Dr. Hossam at the cardiology clinic at 12:50 PM and went to reception to inquire about the appointment.\n\nThe receptionist told me that there was no doctor by that name (go to the sixth floor or the clinic's reception desk). I went to reception, and another employee told me that the doctor had already left the clinic.", "description": "I arrived at my appointment with Dr. Hossam at the cardiology clinic at 12:50 PM and went to reception to inquire about the appointment.\n\nThe receptionist told me that there was no doctor by that name (go to the sixth floor or the clinic's reception desk). I went to reception, and another employee told me that the doctor had already left the clinic.\n\n[Arabic]:\nوصلتُ إلى موعدي في عيادة القلب مع الدكتور حسام في تمام الساعة ١٢:٥٠، وتوجهتُ إلى الاستقبال للاستفسار عن الموعد.\n\nأجابتني موظفة الاستقبال بأنه لا يوجد طبيب بهذا الاسم (اذهب إلى الطابق السادس أو إلى مكتب استقبال العيادة). ذهبتُ إلى الاستقبال، فأخبرني موظف آخر أن الطبيب قد غادر العيادة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-15T21:00:00Z", "due_at": "2023-02-18T07:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-17T21:00:00Z", "second_reminder_sent_at": "2023-02-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-02-24T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30125312, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-02-16 00:00:00", "closed": "2023-02-25 00:00:00", "received": "2023-02-16 10:50:00", "resolved": null, "escalated": null, "first_reminder": "2023-02-18 00:00:00" }, "imported_at": "2026-04-13T21:57:06.940276", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0908", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 908 } } }, { "model": "complaints.complaint", "pk": "d8fd6301-8037-44e5-91cc-2c32cc770b74", "fields": { "created_at": "2025-03-19T18:58:00Z", "updated_at": "2026-04-13T19:01:36.351Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3920", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room due to low blood pressure while taking the medication 'statins.' The emergency doctor said that both medications could be taken together, while the clinic doctor prescribed me an infusion to raise my blood pressure. There is a conflict in the information, and I need clarification.", "description": "I went to the emergency room due to low blood pressure while taking the medication 'statins.' The emergency doctor said that both medications could be taken together, while the clinic doctor prescribed me an infusion to raise my blood pressure. There is a conflict in the information, and I need clarification.\n\n[Arabic]:\nحضرت الطوارئ بسبب انخفاض ضغط الدم مع تناول دواء \"الستات\". قال طبيب الطوارئ إنه يمكن تناول الدواءين معًا، بينما وصف لي طبيب العيادة مغذيًا لرفع الضغط. هناك تضارب في المعلومات وأحتاج توضيحًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T18:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T18:58:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3920, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "d9180731-41fa-452e-80bc-790b19003693", "fields": { "created_at": "2024-12-08T08:24:00Z", "updated_at": "2026-04-13T19:01:00.315Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3314", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance company's approval request has not been submitted.", "description": "The insurance company's approval request has not been submitted.\n\n[Arabic]:\nلم يتم رفع طلب موافقه لشركة التامين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-07T21:00:00Z", "due_at": "2024-12-10T08:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-07T21:00:00Z", "explanation_received_at": "2024-12-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-07T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30133426, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2024-12-08 00:00:00", "closed": null, "received": "2024-12-08 11:24:00", "resolved": "2024-12-08 00:00:00", "escalated": null, "first_reminder": "2024-12-08 00:00:00" }, "imported_at": "2026-04-13T22:01:00.311768", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3314", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3314 } } }, { "model": "complaints.complaint", "pk": "d9189936-1a1e-49e8-93b4-2a16691cd318", "fields": { "created_at": "2022-12-14T10:21:00Z", "updated_at": "2026-04-13T18:56:43.859Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15450-FEKRY ROSHDY DOSOKY MOHAMED ", "expected_result": "", "reference_number": "CMP-2022-12-0677", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 12, 2022, I went to the emergency department suffering from tingling in my hand, difficulty breathing, and a panic attack. I was given medication and an IV drip. I was asked for sick leave, but it was refused by the doctor.", "description": "On December 12, 2022, I went to the emergency department suffering from tingling in my hand, difficulty breathing, and a panic attack. I was given medication and an IV drip. I was asked for sick leave, but it was refused by the doctor.\n\n[Arabic]:\n بتاريخ 12 ديسمبر 2022م تم توجهي الى قسم الطوارئ اعاني من تنمل باليد وصعوبة بالتنفس ونوبة هلع وتم صرف الادوية لي واعطائي مغذي حيث تم طلبي لاجازة مرضية وتم رفض ذلك من قبل الطبيب .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-13T21:00:00Z", "due_at": "2022-12-16T10:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-14T21:00:00Z", "second_reminder_sent_at": "2022-12-16T21:00:00Z", "escalated_at": "2022-12-17T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-13T21:00:00Z", "explanation_received_at": "2022-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1198553, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-14 00:00:00", "closed": null, "received": "2022-12-14 13:21:00", "resolved": "2022-12-18 00:00:00", "escalated": "2022-12-18 00:00:00", "first_reminder": "2022-12-15 00:00:00" }, "imported_at": "2026-04-13T21:56:43.856111", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0677", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 677 } } }, { "model": "complaints.complaint", "pk": "d91997c9-5d38-4b31-bc4c-256c0678ea4d", "fields": { "created_at": "2025-01-12T11:08:00Z", "updated_at": "2026-04-13T19:01:13.264Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3552", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "requesting financial claims from the patient that insurance did not approve", "description": "requesting financial claims from the patient that insurance did not approve\n\n[Arabic]:\nمطالبة مالية على المريض بعد الخروج", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T11:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T11:08:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3552, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "d92802dd-cac9-461a-b6b9-cd35ab27b3de", "fields": { "created_at": "2025-03-09T23:07:00Z", "updated_at": "2026-04-13T19:01:35.060Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "طارق الشعراوي", "expected_result": "", "reference_number": "CMP-2025-03-3868", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "فشل عمل منظار تحت التهدئة الواعية ", "description": "فشل عمل منظار تحت التهدئة الواعية ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-11T23:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-10T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-09T23:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3868, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "d9285267-7410-43a8-a0b0-9235d81f90ef", "fields": { "created_at": "2024-07-13T14:59:00Z", "updated_at": "2026-04-13T19:00:06.557Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2687-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor is uncooperative, his behavior and answers to the patient's questions are inappropriate and unhelpful, and he doesn't take the patient's concerns seriously. When I asked him about the baby girl's condition, specifically whether she had jaundice, he replied mockingly, \"Like your color,\" implying that the baby's mother looked pale.", "description": "The doctor is uncooperative, his behavior and answers to the patient's questions are inappropriate and unhelpful, and he doesn't take the patient's concerns seriously. When I asked him about the baby girl's condition, specifically whether she had jaundice, he replied mockingly, \"Like your color,\" implying that the baby's mother looked pale.\n\n[Arabic]:\nالطبيب غير متعاون وتصرفاته وأجوبته على أسئلة المريض غير لائقة ومجدية ولا يأخذ مخاوف المريض على\nمحمل الأهمية وعندما سألته عن حالة الطفلة الرضيع هل يوجد بها اصفرار أجاب باستهزاء مثل لونك يقصد\nالاستهزاء بوالدة الطفلة بأن لونها شاحب. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-16T21:00:00Z", "due_at": "2024-07-15T14:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-16T21:00:00Z", "explanation_received_at": "2024-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30335494, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-07-17 00:00:00", "closed": null, "received": "2024-07-13 17:59:00", "resolved": "2024-07-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.549201", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2687-A", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 2687 } } }, { "model": "complaints.complaint", "pk": "d9362820-039a-4591-b788-791088a42071", "fields": { "created_at": "2025-04-07T18:16:00Z", "updated_at": "2026-04-13T19:01:46.830Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمد مطر", "expected_result": "", "reference_number": "CMP-2025-04-3981-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The prescription has not been uploaded to the Rqeeb website.", "description": "The prescription has not been uploaded to the Rqeeb website.\n\n[Arabic]:\nلم يتم رفع الوصفة لرقيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-09T18:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-07T18:16:00Z", "explanation_received_at": "2025-04-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3981, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "d98b65bd-5d55-4f46-9a65-81168fc465c2", "fields": { "created_at": "2024-02-14T13:50:00Z", "updated_at": "2026-04-13T18:59:18.414Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ESSA ALNAZEEM", "expected_result": "", "reference_number": "CMP-2024-02-2199", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room because of an internal medicine problem, and the necessary tests were done. They informed me that the pregnancy test takes time to show the result and that I could view the result from the application. However, when I told the doctor that I had an appointment at another hospital, he blocked the report from the application, as all previous reports appear for me except for the pregnancy report, even though it was visible when I spoke with the doctor, but it was blocked", "description": "I went to the emergency room because of an internal medicine problem, and the necessary tests were done. They informed me that the pregnancy test takes time to show the result and that I could view the result from the application. However, when I told the doctor that I had an appointment at another hospital, he blocked the report from the application, as all previous reports appear for me except for the pregnancy report, even though it was visible when I spoke with the doctor, but it was blocked after I left the hospital.\n\n[Arabic]:\nتم الذهاب للطوارىء لوجود مشكلة في الباطنية وتم عمل التحاليل اللازمة وافادوني بأن تحليل الحمل يأخذ وقت لتظهر النتيجه واني استطيع الاطلاع على النتيجه من التطبيق لكن عند اخباري للطبيب بأن لدي موعد في مستشفى آخر قام بحجب التقرير من التطبيق حيث جميع التقارير السابقه تظهر لدي الا تقرير الحمل مع العلم بأنه كان ظاهرا عند حديثي مع الطبيب لكن تم حجبه بعد خروجي من المستشفى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-13T21:00:00Z", "due_at": "2024-02-16T13:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-13T21:00:00Z", "explanation_received_at": "2024-02-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-02-14T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30101833, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "5.2.1.Deficient Information" }, "timeline": { "sent": "2024-02-14 00:00:00", "closed": null, "received": "2024-02-14 16:50:00", "resolved": "2024-02-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:18.406365", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2199", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2199 } } }, { "model": "complaints.complaint", "pk": "d98d6dab-4b1a-440b-af13-25c5886c3bc1", "fields": { "created_at": "2025-03-13T17:31:00Z", "updated_at": "2026-04-13T19:01:35.695Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3895-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Demands for financial amounts from the hospital without clarification for coverage by the claims management (Qolob Med)", "description": "Demands for financial amounts from the hospital without clarification for coverage by the claims management (Qolob Med)\n\n[Arabic]:\nالمطالبھ بمبالغ ماليھ من قبل المستشفى دون التوضيح لتغطيھ من قبل ادارة المطالبات ( قلوب ميد )", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-15T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-13T17:31:00Z", "explanation_received_at": "2025-03-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3895, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "d9a7f297-8d45-4df8-ac0d-72e4f72fd81d", "fields": { "created_at": "2023-06-01T10:36:00Z", "updated_at": "2026-04-13T18:57:48.517Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Yousef El Nemrawi", "expected_result": "", "reference_number": "CMP-2023-06-1302", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "The nurse called my mother's name at the time of the appointment, and I was at the entrance of the restrooms. I waved to her to indicate that I was coming right away. I washed my hands and went directly to the clinic. I knocked on the door and found a child with the doctor. I asked him, \"Excuse me, are you free now?\" He responded in an unprofessional and rude manner, raising his voice: \"Can't you see the patients in front of you?\" I explained that you called my mother, Rajesah Al-Dosari. He told", "description": "The nurse called my mother's name at the time of the appointment, and I was at the entrance of the restrooms. I waved to her to indicate that I was coming right away. I washed my hands and went directly to the clinic. I knocked on the door and found a child with the doctor. I asked him, \"Excuse me, are you free now?\" He responded in an unprofessional and rude manner, raising his voice: \"Can't you see the patients in front of you?\" I explained that you called my mother, Rajesah Al-Dosari. He told me to stay outside and that he would call me. Such behavior and approach are unacceptable from anyone, especially a doctor who is expected to have high morals. I did not respond to his disrespect to honor the hospital and its staff. I canceled my appointment with him and went to wait for another doctor.\n\n[Arabic]:\nنادت الممرض على اسم والدتي في وقت الموعد وانا كنت عند مدخل دورات المياه اشرت اليها بانني قادم الان،\nغسلت يدي وتوجهت مباشرة للعيادة، طرقت الباب ودخلت ووجدت طفله لدى الطبيب، قلت له عفواً هل انت\nفاضي الان، ورد علي باسلوب خالي من المهنية والادب وبصوت مرتفع عيونك ما تشوف المرضى الي قدامك قلت\nانتم ناديتم اسم الوالدة رجساء الدوسري، قال خلك برا وندعيك،، الاسلوب والطريقة لا تقبل من اي شخص فكيف\nبطبيب من المفترض ان يكون على خلق رفيع مع العلم انني لم ارد على اساءته احتراماً للمستشفى والعاملين فيه\nالغيت الموعد لديه وذهبت لطبيب اخر انتظار .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-09T21:00:00Z", "due_at": "2023-06-03T10:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-06-18T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-09T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267810, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-06-10 00:00:00", "closed": "2023-07-08 00:00:00", "received": "2023-06-01 13:36:00", "resolved": null, "escalated": null, "first_reminder": "2023-06-19 00:00:00" }, "imported_at": "2026-04-13T21:57:48.509898", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1302", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1302 } } }, { "model": "complaints.complaint", "pk": "d9b5a9c9-1a4c-414f-9d20-377f590f4e06", "fields": { "created_at": "2023-10-11T09:53:00Z", "updated_at": "2026-04-13T18:58:29.961Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1696", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in entering the birth notification.", "description": "Delay in entering the birth notification.\n\n[Arabic]:\nتأخير في ادخال تبليغ الولاده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T09:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30253230, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 12:53:00", "resolved": "2023-10-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.951224", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1696", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1696 } } }, { "model": "complaints.complaint", "pk": "d9c21839-a8d5-44ae-ba72-201f125de194", "fields": { "created_at": "2023-03-19T14:05:00Z", "updated_at": "2026-04-13T18:57:18.517Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1037", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 19 MAR 2023, I came for delivery the nurses in the LND was not nice with me uncooperative also the Filipino nurse was so tough with me when I asked her to help me at the end I delivered alone without any doctor and they were looking for me without doing anything . ", "description": "on 19 MAR 2023, I came for delivery the nurses in the LND was not nice with me uncooperative also the Filipino nurse was so tough with me when I asked her to help me at the end I delivered alone without any doctor and they were looking for me without doing anything . \n\n[Arabic]:\nفي 19 مارس 2023، جئت للولادة، ولم تكن الممرضات في قسم الولادة لطيفات معي وغير متعاونات، كما كانت الممرضة الفلبينية قاسية جداً معي عندما طلبت منها المساعدة، وفي النهاية ولدت بمفردي دون أي طبيب وكانوا يبحثون عني دون أن يفعلوا أي شيء.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "cb7032f8-cb95-4d2c-81d6-d1f0e4119800", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 2, "subsection": 178, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-19T21:00:00Z", "due_at": "2023-03-21T14:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-22T21:00:00Z", "second_reminder_sent_at": "2023-03-24T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-19T21:00:00Z", "explanation_received_at": "2023-03-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-28T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30243179, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.Skills and \nConduct", "classification": ".1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-20 00:00:00", "closed": null, "received": "2023-03-19 17:05:00", "resolved": "2023-03-29 00:00:00", "escalated": null, "first_reminder": "2023-03-23 00:00:00" }, "imported_at": "2026-04-13T21:57:18.507532", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1037", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم عمليات الولادة", "main": "التمريض" }, "original_complaint_num": 1037 } } }, { "model": "complaints.complaint", "pk": "d9e8035f-3849-410b-9b74-8f888315910a", "fields": { "created_at": "2025-07-13T18:12:00Z", "updated_at": "2026-04-13T19:02:23.484Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Nimya", "expected_result": "", "reference_number": "CMP-2025-07-4453", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that after submitting the sample and waiting for the results, she was informed—after a long period—that the sample was insufficient.\n\n\n\n\nAsk ChatGPT\n", "description": "The patient reports that after submitting the sample and waiting for the results, she was informed—after a long period—that the sample was insufficient.\n\n\n\n\nAsk ChatGPT\n\n\n[Arabic]:\nتفيد المراجعه بان عند تسليم العينه وانتظار النتيجه تم اعلامها بعد مده طويله ان العينه لم تكن كافيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-15T18:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-13T18:12:00Z", "explanation_received_at": "2025-07-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4453, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "d9fe3324-38a9-4d3f-ab0f-5ab61e927b34", "fields": { "created_at": "2024-10-26T06:44:00Z", "updated_at": "2026-04-13T19:00:39.488Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3082", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I called today at 8:14 AM to request an appointment with Dr. Azza at the women's clinic. The receptionist informed me that there were no appointments available.\n\nShe suggested I come at 9:00 AM and ask to wait. However, upon arrival, the receptionist told me they couldn't accept waiting lists and that there were no available appointments!\n\nThere is no coordination whatsoever between the appointments department and the clinics, nor is there any confirmation before informing patients and wasting t", "description": "I called today at 8:14 AM to request an appointment with Dr. Azza at the women's clinic. The receptionist informed me that there were no appointments available.\n\nShe suggested I come at 9:00 AM and ask to wait. However, upon arrival, the receptionist told me they couldn't accept waiting lists and that there were no available appointments!\n\nThere is no coordination whatsoever between the appointments department and the clinics, nor is there any confirmation before informing patients and wasting their time by making them come to the hospital.\n\n[Arabic]:\nتم الاتصال اليوم الساعه 8:14 صباحا وطلب موعد بعياده النساء مع د. عزه، وأفادت الموظفه بعدم وجود موعد\nويمكن الحضور الساعه ٩ وطلب انتظار، وعند القدوم افادوني الاستقبال بتعذر استقبال الانتظار وانه لا يوجد لديها انتظار !!!!\nلا يوجد اي تنسيق من قبل قسم المواعيد مع العيادات او التاكد قبل افادة المراجع وتضيع وقته بالحضور للمستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-25T21:00:00Z", "due_at": "2024-10-28T06:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-26T21:00:00Z", "second_reminder_sent_at": "2024-10-26T21:00:00Z", "escalated_at": "2024-10-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-25T21:00:00Z", "explanation_received_at": "2024-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30099044, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-10-26 00:00:00", "closed": null, "received": "2024-10-26 09:44:00", "resolved": "2024-11-02 00:00:00", "escalated": "2024-10-27 00:00:00", "first_reminder": "2024-10-27 00:00:00" }, "imported_at": "2026-04-13T22:00:39.482395", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3082", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المواعيد", "main": "الإداري" }, "original_complaint_num": 3082 } } }, { "model": "complaints.complaint", "pk": "da46d9ff-9b33-4564-ac99-6741325b7b53", "fields": { "created_at": "2023-11-05T08:30:00Z", "updated_at": "2026-04-13T18:58:41.542Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12055-SAMEH SAEED ABDELFATTAH ", "expected_result": "", "reference_number": "CMP-2023-11-1798", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The coordination at the hospital is very poor. My father, Ali Jarjarah, file number 0030296512, was supposed to have surgery on Sunday morning, November 5th, with Dr. Emad Bukhari. However, because the doctor is no longer employed at the hospital, the coordination with his team was not done correctly. 1. Although Dr. Emad requested that the surgery be scheduled for October 23rd, Dr. Sameh Abdel Fattah did not submit the surgery request until October 29th when my father visited him for a check-up", "description": "The coordination at the hospital is very poor. My father, Ali Jarjarah, file number 0030296512, was supposed to have surgery on Sunday morning, November 5th, with Dr. Emad Bukhari. However, because the doctor is no longer employed at the hospital, the coordination with his team was not done correctly. 1. Although Dr. Emad requested that the surgery be scheduled for October 23rd, Dr. Sameh Abdel Fattah did not submit the surgery request until October 29th when my father visited him for a check-up. Even with this delay, Dr. Sameh did not give my father any admission appointment card or any instructions for the next steps, such as the necessity of visiting the anesthesia department or contacting the hospital to arrange admission on the day of the surgery. 2. At the emergency reception desk at 12:00 AM, the wait was an hour and a half because the receptionist could not find my father's file, surgery information, or a specific room number. One of the reasons for the delay mentioned by the admission receptionist was the failure to register the surgery due to a lack of coordination with the anesthesiologist. 3. As soon as he entered the room, without any explanation or clarification of any arrangements, a nurse entered to perform a pre-operative shave. 4. A cannula was inserted into the hand to draw blood, but no IV fluids were administered. 5. During the early morning hours, there was no break due to the constant coming and going of nurses for radiology and ECG. 6. At 10:15 AM, a doctor entered the room at random and spoke to my father about an endoscopy procedure. 7. Since entering the room at 1:30 AM, Dr. Sameh Abdel Fattah has not visited my father, even though he was in the department at 9:30 AM to sign paperwork. Dr. Sameh Abdel Fattah's numerous errors and poor coordination have negatively impacted my father's mental state.\n\n[Arabic]:\nالتنسيق في المستشفى جدا سيئ. الوالد، علي جرجره رقم الملف 0030296512 المفترض عنده عملية صباح\nالاحد ٥ نوفمبر مع الدكتور عماد بخاري و لكن لان الدكتور لم يعد موظف بالمستشفى لم يتم التنسيق مع فريقه\nبطريقة صحيحة. .١ مع ان الدكتور عماد طلب تحديد العملية من يوم ٢٣ اكتوبر، الدكتور سامح عبدالفتاح ما رفع\nطلب العملية الا يوم ٢٩ اكتوبر لما زاره الوالد للمراجعة. حتى مع التأخير دكتور سامح ما اعطى الوالد اي كرت\nموعد للتنويم او اي تعليمات للخطوات التالية كلزوم زيارة قسم التخدير او التواصل مع المستشفى لترتيبات\nالاستقبال يوم العملية. .٢ عند مكتب الاستقبال في الطوارئ الساعة ١٢ صباحا، الانتظار كان ساعة و نص لان\nالموظف لم يجد ملف الوالد او معلومات العملية او رقم غرفة محددة. احدى اسباب التاخير المذكورة موظف\nمكتب استقبال التنويم كان عدم تسجيل العملية لعدم التنسيق مع دكتور التخدير .٣ من مجرد دخول الغرفة، من\nدون شرح او وضوح اي ترتيبات دخلت ممرضة لحلاقة ما قبل العملية. .٤ تم تركيب الكانيولا في اليد لسحب الدم و\nلم يتم تركيب اي مغذي. .٥ خلال ساعات الفجر ما كان في اي راحة لدخول و خروج ممرضين للأشعة و تخطيط\nالقلب .٦ الساعة ١٠:١٥ صباحا دخل دكتور عشوائيا الغرفة يكلم الوالد عن عملية منظار. .٧ من دخوله الغرفة من\nالساعة ١:٣٠ الصباح، الدكتور سامح عبد الفتاح ما زار الوالد مع انه كان في القسم الساعة ٩:٣٠ صباحا لتوقيع\nاوراق. الدكتور سامح عبد الفتاح و كمية الاخطاء و سوء التنسيق اثرت على نفسية الوالد بشكل سيئ جدا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-01T21:00:00Z", "due_at": "2023-11-07T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-05T21:00:00Z", "second_reminder_sent_at": "2024-01-29T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-14T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30296512, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-12-02 00:00:00", "closed": "2024-06-15 00:00:00", "received": "2023-11-05 11:30:00", "resolved": null, "escalated": null, "first_reminder": "2023-12-06 00:00:00" }, "imported_at": "2026-04-13T21:58:41.536582", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1798", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 1798 } } }, { "model": "complaints.complaint", "pk": "da5264a8-abfd-40cf-8b64-dfe3d41ed5f4", "fields": { "created_at": "2025-03-02T12:33:00Z", "updated_at": "2026-04-13T19:01:34.520Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3833", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An amount of 6,000 riyals was claimed despite prior approval from the insurance company.", "description": "An amount of 6,000 riyals was claimed despite prior approval from the insurance company.\n\n[Arabic]:\nتمت المطالبة بمبلغ وقدره 6000 ريال رغم وجود موافقه من قبل شركة التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-04T12:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-02T12:33:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3833, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "da692142-8bc2-488c-b503-5dbfafe05755", "fields": { "created_at": "2025-08-24T14:01:00Z", "updated_at": "2026-04-13T19:02:36.662Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم عمليات الولادة", "expected_result": "", "reference_number": "CMP-2025-08-4663", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's husband stated that his wife was given treatment before obtaining approval from the insurance company, which resulted in him being charged for the cost of the treatment.", "description": "The patient's husband stated that his wife was given treatment before obtaining approval from the insurance company, which resulted in him being charged for the cost of the treatment.\n\n[Arabic]:\nأفاد زوج المريضة أنه تم إعطاء العلاج لزوجته قبل الحصول على موافقة شركة التأمين، مما أدى إلى مطالبته بدفع تكلفة العلاج.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-26T14:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-24T14:01:00Z", "explanation_received_at": "2025-08-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4663, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "da716c6d-8411-4b82-a063-5b26cea739ac", "fields": { "created_at": "2024-07-29T18:33:00Z", "updated_at": "2026-04-13T19:00:07.917Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2746", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We went to the emergency room because my daughter had pain and swelling in her foot, but the condition wasn't treated properly, which led to the pain returning after two weeks. The procedure was rudimentary; there was no lens, and the doctor relied on my phone's flashlight to treat the condition! He didn't mention a follow-up appointment or any other recommendations besides medication.", "description": "We went to the emergency room because my daughter had pain and swelling in her foot, but the condition wasn't treated properly, which led to the pain returning after two weeks. The procedure was rudimentary; there was no lens, and the doctor relied on my phone's flashlight to treat the condition! He didn't mention a follow-up appointment or any other recommendations besides medication.\n\n[Arabic]:\n حضرنا الى الطوارئ لوجود الم وتورم في قدم ابنتي ولم تتم معالجة الحالة بدقة مما ادى الى رجوع الالم بعد\nاسبوعين وكان الاجراء بدائي لايوجد عدسه واعتمد الدكتور على كشاف جوالي الشخصي لمعالجة الحاله ! ولم\nيذكر لنا انه يجب مراجعه المراجعه او اي توصيات اخرى الا الادويه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-30T21:00:00Z", "due_at": "2024-07-31T18:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-31T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-30T21:00:00Z", "explanation_received_at": "2024-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-06T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30066800, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.4.3.Ineffective treatment" }, "timeline": { "sent": "2024-07-31 00:00:00", "closed": null, "received": "2024-07-29 21:33:00", "resolved": "2024-08-07 00:00:00", "escalated": null, "first_reminder": "2024-08-01 00:00:00" }, "imported_at": "2026-04-13T22:00:07.910818", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2746", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2746 } } }, { "model": "complaints.complaint", "pk": "da997c2e-e2d3-4c34-ae26-c7dba238c2cb", "fields": { "created_at": "2025-03-09T20:52:00Z", "updated_at": "2026-04-13T19:01:35.158Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3872", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's health condition deteriorated due to the lack of attention and failure to provide the necessary medical care, which required transferring them to the intensive care unit. Additionally, it was observed that there was no specialist doctor available for the case, and the treatment plan or explanation of the patient's health condition was not provided.", "description": "The patient's health condition deteriorated due to the lack of attention and failure to provide the necessary medical care, which required transferring them to the intensive care unit. Additionally, it was observed that there was no specialist doctor available for the case, and the treatment plan or explanation of the patient's health condition was not provided.\n\n[Arabic]:\nتدهورت الحالة الصحية للمريض بسبب عدم الاهتمام وتقديم الرعاية الطبية اللازمة، مما استدعى نقله إلى العناية المركزة كما لوحظ عدم وجود طبيب مختص بالحالة، بالإضافة إلى عدم توضيح الخطة العلاجية أو شرح الحالة الصحية للمريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-11T20:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-09T20:52:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3872, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "dab5ee26-b917-401e-a317-af4fa45455a9", "fields": { "created_at": "2025-10-13T18:17:00Z", "updated_at": "2026-04-13T19:03:01.222Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5076", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد والدة الطفله بانها قد طلبت ابنتها اكثر من مره لإرضاع طفلتها من الساعه 6 صباحا ولم يتم احضارها حتى الساعه 3 مساء بسبب المبلغ المادي ", "description": "تفيد والدة الطفله بانها قد طلبت ابنتها اكثر من مره لإرضاع طفلتها من الساعه 6 صباحا ولم يتم احضارها حتى الساعه 3 مساء بسبب المبلغ المادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-15T18:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-13T18:17:00Z", "explanation_received_at": "2025-10-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5076, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "dab639b2-1e8f-4b9a-b559-aaaefb4a1680", "fields": { "created_at": "2022-12-14T10:30:00Z", "updated_at": "2026-04-13T18:56:43.934Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0678", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The response from the medical approvals department was delayed, although the company did not delay its response, using medical approval numbers 52323503 and 55442792.", "description": "The response from the medical approvals department was delayed, although the company did not delay its response, using medical approval numbers 52323503 and 55442792.\n\n[Arabic]:\nتم التأخر بالرد من قبل قسم الموافقات الطبيه علما بأن الشركه لم تتأخر بالرد ، برقم الموافقة الطبيه 52323503 و 55442792", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-13T21:00:00Z", "due_at": "2022-12-16T10:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-13T21:00:00Z", "explanation_received_at": "2022-12-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30156520, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2022-12-14 00:00:00", "closed": null, "received": "2022-12-14 13:30:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": "2022-12-15 00:00:00" }, "imported_at": "2026-04-13T21:56:43.925871", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0678", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 678 } } }, { "model": "complaints.complaint", "pk": "db0c4da8-5d93-4109-80e0-563c0f284c37", "fields": { "created_at": "2024-10-31T10:07:00Z", "updated_at": "2026-04-13T19:00:39.922Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2024-10-3103", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During my visit on 10/29 with Dr. Al-Rahal, he said I needed surgery and that after the surgery (I would need ten sessions) over two months. I said I would think about it and get back to him. He told me I had a contact number and that the nurse would call me tomorrow at the same time. I left about an hour later and called to ask if I wanted the surgery. I said no. Today, I was surprised to find that I received approval for the surgery. After contacting the approvals department, they said I had c", "description": "During my visit on 10/29 with Dr. Al-Rahal, he said I needed surgery and that after the surgery (I would need ten sessions) over two months. I said I would think about it and get back to him. He told me I had a contact number and that the nurse would call me tomorrow at the same time. I left about an hour later and called to ask if I wanted the surgery. I said no. Today, I was surprised to find that I received approval for the surgery. After contacting the approvals department, they said I had come on 10/30 and agreed to the surgery. Note that this is the second time this has happened. The first time was with Dr. Al-Kuwaikibi for a vision stabilization procedure, which I refused. He submitted an approval request, and I contacted him and canceled the approval myself. I am seeking an apology from the doctor and for you to take the appropriate action.\n\n[Arabic]:\nفي زيارة لي بيوم ١٠/٢٩ مع الطبيب الرحال قال انت تحتاج عمليه و بعد العمليه (تحتاج عشر جلسات) خلال شهرين و قلت اني سأفكر بالموضوع و ارد لك هل عندك رقم للتواصل اخبرني بان الممرضه ستتواصل معي غداً بنفس هذا الوقت خرجت بعدها بساعه تقريبا اتصلت و سالت ان كنت اريد العملية قلت لا, و اليوم اتفاجئ انه اتتني موافقه على العمليه وبعد تواصلي مع قسم الموافقات قالوا انت حضرت يوم ١٠/٣٠ ووافقت على العمليه.. علما ان الموضوع هذا ثاني مره و المره الاولى كانت مع الدكتور الكويكبي في عملية تثبيت نظر و رفضت و قدم لي طلب موافقه و تواصلت و الغيت الموافقه بنفسي , ابحث عن اعتذار من الطبيب و اتخاذ الاجراءات المناسبة من قبلكم .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-30T21:00:00Z", "due_at": "2024-11-02T10:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-30T21:00:00Z", "explanation_received_at": "2024-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-01T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249971, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-10-31 00:00:00", "closed": null, "received": "2024-10-31 13:07:00", "resolved": "2024-11-02 00:00:00", "escalated": null, "first_reminder": "2024-11-02 00:00:00" }, "imported_at": "2026-04-13T22:00:39.917817", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3103", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 3103 } } }, { "model": "complaints.complaint", "pk": "db106686-c998-4e4e-9cdb-007685026e97", "fields": { "created_at": "2024-03-09T10:36:00Z", "updated_at": "2026-04-13T18:59:26.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2271", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the lab multiple times to get the results of my HPV test, but they kept saying the results weren't available. The last time I went, they asked me to repeat the test and see the doctor again with a new consultation fee! In other words, they lost the test and now they want me to pay again and have it done all over again!!", "description": "I went to the lab multiple times to get the results of my HPV test, but they kept saying the results weren't available. The last time I went, they asked me to repeat the test and see the doctor again with a new consultation fee! In other words, they lost the test and now they want me to pay again and have it done all over again!!\n\n[Arabic]:\nراجعت المختبر لاخذ نتيجة تحليل الورم الحليمي لاكثر من مره يقولون ماظهرت النتيجه واخر مره راجعتهم طلبو مني اعادة التحليل والدخول على الدكتوره بكشفيه جديده وعمل التحليل من جديد! بمعنى انهم اضاعو التحليل ويريدون مني الدفع من جديد وعمله من جديد!!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-08T21:00:00Z", "due_at": "2024-03-11T10:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-10T21:00:00Z", "second_reminder_sent_at": "2024-03-11T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-08T21:00:00Z", "explanation_received_at": "2024-03-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-16T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30171668, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "3.7.6.Lab results issues" }, "timeline": { "sent": "2024-03-09 00:00:00", "closed": null, "received": "2024-03-09 13:36:00", "resolved": "2024-03-17 00:00:00", "escalated": null, "first_reminder": "2024-03-11 00:00:00" }, "imported_at": "2026-04-13T21:59:26.326655", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2271", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2271 } } }, { "model": "complaints.complaint", "pk": "db385ec2-fe28-4dc5-bc55-ff05b43f943d", "fields": { "created_at": "2025-01-22T15:42:00Z", "updated_at": "2026-04-13T19:01:13.995Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.رانيا احمد ", "expected_result": "", "reference_number": "CMP-2025-01-3584", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "عدم كتابة تفاصيل بالتقرير الطبي للمراجعه (طلب تحاليل ) مما ادى الى رفض التامين بالاضافه الى اسلوب غير مهني ", "description": "عدم كتابة تفاصيل بالتقرير الطبي للمراجعه (طلب تحاليل ) مما ادى الى رفض التامين بالاضافه الى اسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-24T15:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-22T15:42:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3584, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "db7f791e-9585-48a0-89f3-bc76b2a7239b", "fields": { "created_at": "2025-09-28T10:42:00Z", "updated_at": "2026-04-13T19:02:50.765Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4968", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reported that after she was admitted and the procedure was performed, she was informed that the insurance had been declined, resulting in a financial charge.", "description": "The patient reported that after she was admitted and the procedure was performed, she was informed that the insurance had been declined, resulting in a financial charge.\n\n[Arabic]:\nتفيد المريضه بانه تم بعد ماتم ادخالها وتم اجراء العمليه تم اخبارها برفض التامين وترتب عليها مبلغ مالي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-30T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-28T10:42:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4968, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "db8d733e-0190-4fd5-baa7-251f2c91d520", "fields": { "created_at": "2025-05-03T13:39:00Z", "updated_at": "2026-04-13T19:01:57.510Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المالية", "expected_result": "", "reference_number": "CMP-2025-05-4114-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "No description", "description": "No description provided", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-05T13:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-03T13:39:00Z", "explanation_received_at": "2025-05-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4114, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "dbd1eb98-e5b7-411f-bd72-b89f504923b2", "fields": { "created_at": "2025-02-12T10:42:00Z", "updated_at": "2026-04-13T19:01:24.932Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.هدى عبدالقادر", "expected_result": "", "reference_number": "CMP-2025-02-3714", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the doctor refuse to prescribe a painkiller for patient ", "description": "the doctor refuse to prescribe a painkiller for patient \n\n[Arabic]:\nعدم صرف الدواء الذي تريده المريضة في التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-14T10:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-02-15T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-12T10:42:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3714, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "dbdcd9d2-a1d2-453b-b546-49585693b523", "fields": { "created_at": "2023-08-01T15:24:00Z", "updated_at": "2026-04-13T18:58:08.091Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1481", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I waited for more than 1 hour. Doctor did not come for appointment. Would not answer calls from receptionist and I was not contacted to cancel the appointment\n", "description": "I waited for more than 1 hour. Doctor did not come for appointment. Would not answer calls from receptionist and I was not contacted to cancel the appointment\n\n\n[Arabic]:\nانتظرت لأكثر من ساعة. لم يحضر الطبيب في الموعد المحدد. لم يرد على مكالمات موظفة الاستقبال، ولم يتم الاتصال بي لإلغاء الموعد.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-04T21:00:00Z", "due_at": "2023-08-03T15:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-07T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-04T21:00:00Z", "explanation_received_at": "2023-08-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30238739, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.3.Examination delay" }, "timeline": { "sent": "2023-08-05 00:00:00", "closed": null, "received": "2023-08-01 18:24:00", "resolved": "2023-08-09 00:00:00", "escalated": null, "first_reminder": "2023-08-08 00:00:00" }, "imported_at": "2026-04-13T21:58:08.081536", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1481", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 1481 } } }, { "model": "complaints.complaint", "pk": "dc0927d6-fe2d-4e0f-945a-36b352edc2f9", "fields": { "created_at": "2024-03-12T08:59:00Z", "updated_at": "2026-04-13T18:59:26.684Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2277", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary, ID number 1047221153, visited the Al-Ulya branch of the hospital in 1424 AH while pregnant. She suffered a miscarriage and wishes to receive all her medical reports, analyses, and the child's birth certificate, as she had previously requested them but was refused.", "description": "The beneficiary, ID number 1047221153, visited the Al-Ulya branch of the hospital in 1424 AH while pregnant. She suffered a miscarriage and wishes to receive all her medical reports, analyses, and the child's birth certificate, as she had previously requested them but was refused.\n\n[Arabic]:\nالمستفيده صاحبة رقم الهويه 1047221153 راجعت المستشفى فرع العليا عام 1424 هجريه وهي حامل تلك الفتره وحصل لها اجهاض وترغب بتسليمها جميع مايخص حالتها الصحيه من تقارير وتحاليل وشهادة ميلاد الطفل حيث تم طلبها سابقا وتم رفض تسليمها ماذكر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-13T21:00:00Z", "due_at": "2024-03-14T08:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-03-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-13T21:00:00Z", "explanation_received_at": "2024-03-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-18T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-03-14 00:00:00", "closed": null, "received": "2024-03-12 11:59:00", "resolved": "2024-03-19 00:00:00", "escalated": null, "first_reminder": "2024-03-17 00:00:00" }, "imported_at": "2026-04-13T21:59:26.678537", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2277", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2277 } } }, { "model": "complaints.complaint", "pk": "dc31ab05-4226-44d7-958e-30532a1447e7", "fields": { "created_at": "2025-08-18T16:30:00Z", "updated_at": "2026-04-13T19:02:35.891Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض الجراحة العامة", "expected_result": "", "reference_number": "CMP-2025-08-4631", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to file a complaint regarding room number 5162, as I am facing , lack of response from the\n.nursing staff when I call using the bell, and improper insertion of the tube into my hand", "description": "I would like to file a complaint regarding room number 5162, as I am facing , lack of response from the\n.nursing staff when I call using the bell, and improper insertion of the tube into my hand\n\n[Arabic]:\nأود تقديم شكوى بخصوص الغرفة رقم 5162، حيث أواجه عدم استجابة من طاقم التمريض عند الاتصال باستخدام الجرس، وإدخال الأنبوب في يدي بشكل غير صحيح.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 153, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-20T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-18T16:30:00Z", "explanation_received_at": "2025-08-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4631, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "dc367ba9-d802-4d4e-adc1-4e3624bbf64e", "fields": { "created_at": "2025-09-10T08:24:00Z", "updated_at": "2026-04-13T19:02:47.852Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4806", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have swollen lymph nodes and my health condition has worsened. I have been examined by several doctors, but I was not clearly informed of the nature of my condition. I later went to Dr. Mohammed Ahmed Al-Malik to request a comprehensive explanation, but unfortunately, the treatment plan was not explained or my medical condition accurately defined.\n\nThis ambiguity in diagnosis and treatment plan has caused me severe fatigue due to the use of painkillers, medications, and repeated courses of tre", "description": "I have swollen lymph nodes and my health condition has worsened. I have been examined by several doctors, but I was not clearly informed of the nature of my condition. I later went to Dr. Mohammed Ahmed Al-Malik to request a comprehensive explanation, but unfortunately, the treatment plan was not explained or my medical condition accurately defined.\n\nThis ambiguity in diagnosis and treatment plan has caused me severe fatigue due to the use of painkillers, medications, and repeated courses of treatment without clear results.\n\nTherefore, I request a repeat medical examination and the provision of a full treatment plan, or the issuance of an official medical report and referral stating that there is no treatment available for my condition within the hospital, so that I can follow up at another facility if necessary.\n\n[Arabic]:\nأعاني من تورّم في العقدة اللمفاوية وتفاقم حالتي الصحية، وقد تمت معاينتي من قبل عدد من الأطباء، إلا أنه لم يتم إبلاغي بشكل واضح عن طبيعة حالتي الصحية. توجهت لاحقًا إلى الدكتور محمد أحمد المالك لطلب توضيح شامل، لكن للأسف لم يتم شرح الخطة العلاجية أو تحديد الحالة الطبية بدقة.\nهذا الغموض في التشخيص والخطة العلاجية تسبب لي بإرهاق شديد نتيجة استخدام المسكنات والأدوية والكورسات العلاجية المتكررة دون نتيجة واضحة.\nلذا، أطالب بإعادة الكشف الطبي وتزويدي بالخطة العلاجية الكاملة، أو إصدار تقرير طبي وتحويلي رسميًا يفيد بأنه لا يوجد علاج لحالتي داخل المستشفى، حتى أتمكن من المتابعة في جهة أخرى إذا لزم الأمر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-12T08:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-10T08:24:00Z", "explanation_received_at": "2025-09-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4806, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "dc7c1451-5f58-402f-8b0a-f935f37708b7", "fields": { "created_at": "2024-02-19T13:03:00Z", "updated_at": "2026-04-13T18:59:19.010Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2219", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The prescription was not filled.", "description": "The prescription was not filled.\n\n[Arabic]:\nلم يتم صرف الوصفه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-18T21:00:00Z", "due_at": "2024-02-21T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-18T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-18T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303190, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "2.1.Medication &\nVaccination", "classification": "2.1.3.No medication prescribed" }, "timeline": { "sent": "2024-02-19 00:00:00", "closed": null, "received": "2024-02-19 16:03:00", "resolved": "2024-02-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.004915", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2219", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2219 } } }, { "model": "complaints.complaint", "pk": "dc865116-ad0f-4b64-a95c-44d90beb90a1", "fields": { "created_at": "2023-03-19T14:05:00Z", "updated_at": "2026-04-13T18:57:18.584Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "AREEJ YOUSEF", "expected_result": "", "reference_number": "CMP-2023-03-1037-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was present for childbirth on March 19, 2023. Dr. Duaa was summoned and informed us that she would come. After waiting and great fatigue, Dr. Duaa was summoned again, but there was no response and she did not come. I gave birth without any doctor, and Dr. Areej was not cooperative at all, as I asked her for help and she never responded to me.\n", "description": "I was present for childbirth on March 19, 2023. Dr. Duaa was summoned and informed us that she would come. After waiting and great fatigue, Dr. Duaa was summoned again, but there was no response and she did not come. I gave birth without any doctor, and Dr. Areej was not cooperative at all, as I asked her for help and she never responded to me.\n\n\n[Arabic]:\n تم حضوري للولادة بتاريخ 19 مارس 2023م حيث تم استدعاء الطبيبة دعاء وابلغتنا سيتم حضورها وبعد انتظار وتعب شديد تم استدعاء الطبيبة دعاء مرة اخرى ولم يتم الرد ولم يتم حضورها حيث تم ولادتي من غير اي طبيبة والطبيبة اريج لم تكن متعاونة ابدا حيث انني اطلب منها المساعدة ولم تستجب لي ابدا .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-19T21:00:00Z", "due_at": "2023-03-21T14:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-22T21:00:00Z", "second_reminder_sent_at": "2023-03-24T21:00:00Z", "escalated_at": "2023-03-28T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-03-19T21:00:00Z", "explanation_received_at": "2023-03-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30243179, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "3.Delays", "classification": "4.3.7.Surgical intervention delay" }, "timeline": { "sent": "2023-03-20 00:00:00", "closed": null, "received": "2023-03-19 17:05:00", "resolved": "2023-04-02 00:00:00", "escalated": "2023-03-29 00:00:00", "first_reminder": "2023-03-23 00:00:00" }, "imported_at": "2026-04-13T21:57:18.580206", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1037-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 1037 } } }, { "model": "complaints.complaint", "pk": "dcc01528-a04f-47ce-8f9a-52a0b86c0f0a", "fields": { "created_at": "2023-01-26T08:03:00Z", "updated_at": "2026-04-13T18:56:56.741Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. RUBA HUSSEIN IBRAHIM ALMALLAH", "expected_result": "", "reference_number": "CMP-2023-01-0776", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "3f7f41dc-48fa-4d81-aeb1-7ed861b82ecb", "title": "Procedures were performed on the ideal tooth by Dr. Ruba, and two needles broke in the tooth. The work was not affected by the broken nails. The doctor apologized to the patient for the damage.We thought it was a simple matter, but now the tooth is inflamed. We consulted Dr. Azza, who informed us that the tooth is inflamed and requires a specific device to operate on it, which is not available at Al Hammadi Hospital.\nThere are private clinics that do not accept insurance and only cash. This is t", "description": "Procedures were performed on the ideal tooth by Dr. Ruba, and two needles broke in the tooth. The work was not affected by the broken nails. The doctor apologized to the patient for the damage.We thought it was a simple matter, but now the tooth is inflamed. We consulted Dr. Azza, who informed us that the tooth is inflamed and requires a specific device to operate on it, which is not available at Al Hammadi Hospital.\nThere are private clinics that do not accept insurance and only cash. This is the reason for the complaint because the patient is now suffering from the result of tooth inflammation. I want my complaint to fix the tooth at Al-Hammadi or at another center if there is one, or to bear the costs of extraction and implanting a tooth in its place.\n\n\n[Arabic]:\n‎ تم عمل اجراء على السن العلوي من قبل الطبيبة ربا وتم انكسار ابرتين في السن ولم تستطع العمل عليه بسبب الكسر وقدمت الدكتوره في وقتها الاعتذار للمريضه بسبب الضرر وتوقعنا ان الموضوع بسيط ولكن الان السن ملتهب وتم مراجعة الدكتوره عزه وابلغتنا ان السن ملتهب ويجب وجود جهاز معين للتمكن من العمل عليه ولايوجد الجهاز في مستشفى الحمادي ويوجد في عيادات خاصه لا تقبل التأمين وفقط الكاش ف هذا سبب الشكوى لان المريضه تعاني الان من نتيجه التهاب السن واريد من شكواي اصلاح السن في الحمادي او في مركز غيره اذا وجد او تحمل تكاليف الخلع وزرع سن مكانه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-16T21:00:00Z", "due_at": "2023-01-28T08:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-17T21:00:00Z", "second_reminder_sent_at": "2023-01-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-16T21:00:00Z", "explanation_received_at": "2023-01-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30137857, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-01-17 00:00:00", "closed": null, "received": "2023-01-26 11:03:00", "resolved": "2023-01-19 00:00:00", "escalated": null, "first_reminder": "2023-01-18 00:00:00" }, "imported_at": "2026-04-13T21:56:56.733303", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0776", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 776 } } }, { "model": "complaints.complaint", "pk": "dcf9d2c3-72b2-4687-86fa-1c32bcfcd333", "fields": { "created_at": "2025-10-28T06:54:00Z", "updated_at": "2026-04-13T19:03:03.832Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5173", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تاخير في اظهار نتيجة تحليل رخصة السلاح وتم اعادة التحاليل من جديد ", "description": "تاخير في اظهار نتيجة تحليل رخصة السلاح وتم اعادة التحاليل من جديد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T06:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T06:54:00Z", "explanation_received_at": "2025-10-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5173, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "dcfce759-001d-4f1b-b318-fc91cca2b7e9", "fields": { "created_at": "2025-07-27T18:01:00Z", "updated_at": "2026-04-13T19:02:25.696Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4536", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient states that a different service code was submitted to the insurance company than the one actually required.\"\n", "description": "\"The patient states that a different service code was submitted to the insurance company than the one actually required.\"\n\n\n[Arabic]:\nيفيد المراجع انه تم رفع كود خدمه للتأمين مختلف عن الخدمه المطلوبه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-29T18:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-27T18:01:00Z", "explanation_received_at": "2025-07-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4536, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "dd029fbf-060c-4307-b2b5-f8dcafec6846", "fields": { "created_at": "2023-05-01T21:31:00Z", "updated_at": "2026-04-13T18:57:38.333Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marfa Hanna Salloum", "expected_result": "", "reference_number": "CMP-2023-05-1198", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "ea626a80-283a-47a5-8c94-f4b4119ddb58", "title": "There was a lack of follow-up on the nursing procedures for inserting a venous catheter (cannula). It was inserted incorrectly and did not work, which I know because I used to be a nurse. After that, another cannula was inserted in the other hand, which also failed. The responsible doctor was only concerned with evading responsibility and colluding with the nurses that she would protect them. She thought I did not understand English. They were unable to draw blood and wrote that I refused to do ", "description": "There was a lack of follow-up on the nursing procedures for inserting a venous catheter (cannula). It was inserted incorrectly and did not work, which I know because I used to be a nurse. After that, another cannula was inserted in the other hand, which also failed. The responsible doctor was only concerned with evading responsibility and colluding with the nurses that she would protect them. She thought I did not understand English. They were unable to draw blood and wrote that I refused to do so. Unfortunately, what I seek is for there to be consideration for God in their work, treating the patient as a brother or a child, not just a number to be passed off to someone else.\n\n[Arabic]:\n عدم متابعة اجراءات التمريض من تركيب ابرة وريدية (كانيولا). حيث تم تركيبها بشكل خاطى ولم تعمل وانا اعرف\nذلك لاني كنت ممرض، وتم بعدها تركيب كانيولا اخرى باليد الاخرى وكانت فاشلة.. وكانت الدكتورة المسؤولة\nتنفي وهمها الوحيد التهرب من المسؤولية والاتفاق مع الممرضات انه سوف احميكم....كانت تعتقد انني لا افهم\nالانجليزية. ولم يستطيعو اخذ عينة دم وكتبو انه انا رافض ذلك...للاسف\nماهي النتيجة التي تبحث عنها\n مراعاة االله في العمل واعتبار المريض اخ او ابن، وليس فقط رقم تريد رميه على غيرك.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-01T21:00:00Z", "due_at": "2023-05-03T21:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-06-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30156237, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-02 00:00:00", "closed": "2023-06-07 00:00:00", "received": "2023-05-02 00:31:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:38.322046", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1198", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1198 } } }, { "model": "complaints.complaint", "pk": "dd3534a1-fa79-46c5-bf87-4aaf1aca271a", "fields": { "created_at": "2023-10-11T17:11:00Z", "updated_at": "2026-04-13T18:58:30.163Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1701", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that an abortion was performed and a request was submitted to the insurance company for hospitalization. Only the first day was approved, while no medical justifications were attached for the second day.", "description": "The patient reports that an abortion was performed and a request was submitted to the insurance company for hospitalization. Only the first day was approved, while no medical justifications were attached for the second day.\n\n[Arabic]:\nتفيد المريضه انه تم اجراء عملية اجهاض وتم رفع طلب لشركة التامين بالتنويم وتمت الموافقه على اليوم الاول فقط بينما اليوم الثاني لم يتم ارفاق مبررات طبيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T17:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30287102, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": ".Patient journey", "classification": "Miscoordination" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 20:11:00", "resolved": "2023-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.160771", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1701", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1701 } } }, { "model": "complaints.complaint", "pk": "dd6ac22e-8252-4382-b0d3-bcbdc6841887", "fields": { "created_at": "2023-06-22T13:54:00Z", "updated_at": "2026-04-13T18:57:50.127Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Nibal Radwan Okleh Shawakfah", "expected_result": "", "reference_number": "CMP-2023-06-1372", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "We arrived for our appointment at 4:26 PM, knowing that our scheduled time was at 4:28 PM. Upon going to the clinic, we were informed that the doctor had left, which caused my dissatisfaction and led me to file a complaint.", "description": "We arrived for our appointment at 4:26 PM, knowing that our scheduled time was at 4:28 PM. Upon going to the clinic, we were informed that the doctor had left, which caused my dissatisfaction and led me to file a complaint.\n\n[Arabic]:\nتم حضورنا للموعد في الساعة 4:26 علما ان موعدنا في الساعة 4:28 وبعد التوجهه الى العيادة يتم ابلاغنا ان الدكتور خرج مما ادى الى استيائي ورفع الشكوى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-23T21:00:00Z", "due_at": "2023-06-24T13:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-07-07T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211771, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2023-06-24 00:00:00", "closed": "2023-07-08 00:00:00", "received": "2023-06-22 16:54:00", "resolved": null, "escalated": null, "first_reminder": "2023-07-02 00:00:00" }, "imported_at": "2026-04-13T21:57:50.115067", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1372", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1372 } } }, { "model": "complaints.complaint", "pk": "ddb058db-4362-472f-be78-6a7e09883702", "fields": { "created_at": "2023-01-22T12:39:00Z", "updated_at": "2026-04-13T18:56:56.028Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0798", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The staff acted provocatively, showing no consideration for the patient's family in the recovery room and failing to respond to their inquiries or reassure them.\n", "description": "The staff acted provocatively, showing no consideration for the patient's family in the recovery room and failing to respond to their inquiries or reassure them.\n\n\n[Arabic]:\nعامل باسلوب مستفز وعدم مراعات حالھ اهل المريض الذي داخل غرفھ الافاقھ وعدم الرد على استفسارهم\nوطمئنتهم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-21T21:00:00Z", "due_at": "2023-01-24T12:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-21T21:00:00Z", "second_reminder_sent_at": "2023-01-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-21T21:00:00Z", "explanation_received_at": "2023-01-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-21T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30181234, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2023-01-22 00:00:00", "closed": null, "received": "2023-01-22 15:39:00", "resolved": "2023-01-22 00:00:00", "escalated": null, "first_reminder": "2023-01-22 00:00:00" }, "imported_at": "2026-04-13T21:56:56.024221", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0798", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم الإفاقة", "main": "التمريض" }, "original_complaint_num": 798 } } }, { "model": "complaints.complaint", "pk": "ddf46bce-fb65-4de0-a71b-c16e527e4f2c", "fields": { "created_at": "2025-03-09T21:19:00Z", "updated_at": "2026-04-13T19:01:35.213Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3873", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient claims that additional charges were deducted without any actual costs.", "description": "The patient claims that additional charges were deducted without any actual costs.\n\n[Arabic]:\nالمريض يفيد انه تم خصم رسوم اضافية دون تكاليف فعليه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-11T21:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-09T21:19:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3873, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "de115cf8-7993-4d93-8b9b-416601889ac0", "fields": { "created_at": "2024-08-05T15:48:00Z", "updated_at": "2026-04-13T19:00:16.493Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA ABDELRAHMAN SALEH HOSNI", "expected_result": "", "reference_number": "CMP-2024-08-2778", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "Line locks without completing the requested service", "description": "Line locks without completing the requested service\n\n[Arabic]:\n أقفال الخط دون إكمال الخدمة الطلوبة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 89, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-04T21:00:00Z", "due_at": "2024-08-07T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-04T21:00:00Z", "explanation_received_at": "2024-08-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30338324, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.9.Inadequate call center service" }, "timeline": { "sent": "2024-08-05 00:00:00", "closed": null, "received": "2024-08-05 18:48:00", "resolved": "2024-08-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.477824", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2778", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم السنترال", "main": "الإداري" }, "original_complaint_num": 2778 } } }, { "model": "complaints.complaint", "pk": "de2a3e35-3986-43e1-8675-de59db4dbe81", "fields": { "created_at": "2024-07-16T12:43:00Z", "updated_at": "2026-04-13T19:00:06.827Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2704", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The beneficiary was not notified of the insurance company's refusal to cover the case, and the treatment was completed, obligating the beneficiary to pay the amount of the service provided.", "description": "The beneficiary was not notified of the insurance company's refusal to cover the case, and the treatment was completed, obligating the beneficiary to pay the amount of the service provided.\n\n[Arabic]:\nلم يتم إشعار المستفيد برفض شركة التأمين تغطية الحالة و تم إستكمال العلاج و إلزام المستفيد دفع مبلغ الخدمة المقدمة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T12:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30277367, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 15:43:00", "resolved": "2024-07-20 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.824064", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2704", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2704 } } }, { "model": "complaints.complaint", "pk": "de5996b8-2ae2-4bc7-934f-feee438dc3be", "fields": { "created_at": "2023-01-30T16:17:00Z", "updated_at": "2026-04-13T18:56:57.101Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. SAHAR DERGHAM", "expected_result": "", "reference_number": "CMP-2023-01-0821", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On January 25, 2023, I went to Dr. Sahar's clinic because I was pregnant and suffering from abdominal pain. The doctor treated me inappropriately and showed a lack of respect for the patient when listening to me. She did not provide a solution to the problem and was uncooperative.", "description": "On January 25, 2023, I went to Dr. Sahar's clinic because I was pregnant and suffering from abdominal pain. The doctor treated me inappropriately and showed a lack of respect for the patient when listening to me. She did not provide a solution to the problem and was uncooperative.\n\n[Arabic]:\nبتاريخ 25 يناير 2023م تم الحضور الى عيادة الدكتورة سحر حيث انني حامل و كنت اعاني من الم في البطن وتم التعامل\nمعي من قبل الطبيبة باسلوب غير لائق وعدم تقدير للمريض عند سماعھ ولم يتم اعطائي حل للمشكلة وكانت غير\nمتعاونة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-29T21:00:00Z", "due_at": "2023-02-01T16:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-30T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-29T21:00:00Z", "explanation_received_at": "2023-01-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-03T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247472, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-30 00:00:00", "closed": null, "received": "2023-01-30 19:17:00", "resolved": "2023-02-04 00:00:00", "escalated": null, "first_reminder": "2023-01-31 00:00:00" }, "imported_at": "2026-04-13T21:56:57.095963", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0821", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 821 } } }, { "model": "complaints.complaint", "pk": "de5c92db-bfd6-4005-b216-6eb9a85aad55", "fields": { "created_at": "2024-12-22T10:08:00Z", "updated_at": "2026-04-13T19:01:01.862Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "14312-SABRI BAJIS ZEIADAH ", "expected_result": "", "reference_number": "CMP-2024-12-3400", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed that I had written a sick leave request for 6 weeks, but when it was issued on the platform, it showed only 6 days.", "description": "I was informed that I had written a sick leave request for 6 weeks, but when it was issued on the platform, it showed only 6 days.\n\n[Arabic]:\nتمت افادتي بإن تم كتابة اجازة مرضية 6 اسابيع وعند صدورها بالمنصة 6 ايام فقط ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-21T21:00:00Z", "due_at": "2024-12-24T10:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-12-21T21:00:00Z", "second_reminder_sent_at": "2024-12-22T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-21T21:00:00Z", "explanation_received_at": "2024-12-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-22T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30249724, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Sick leave issues" }, "timeline": { "sent": "2024-12-22 00:00:00", "closed": null, "received": "2024-12-22 13:08:00", "resolved": "2024-12-23 00:00:00", "escalated": null, "first_reminder": "2024-12-22 00:00:00" }, "imported_at": "2026-04-13T22:01:01.858567", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3400", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 3400 } } }, { "model": "complaints.complaint", "pk": "de6490b0-4d9b-46bd-8de1-fcb604b22605", "fields": { "created_at": "2025-06-09T14:07:00Z", "updated_at": "2026-04-13T19:02:10.046Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-06-4275", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Because of my visit to the psychiatric clinic through the medical reports department at the hospital without any authority or permission from me (case record), the hospital released the personal case record to people who were not authorized to access the information.", "description": "Because of my visit to the psychiatric clinic through the medical reports department at the hospital without any authority or permission from me (case record), the hospital released the personal case record to people who were not authorized to access the information.\n\n[Arabic]:\nلزيارتي للعيادة النفسية عن طريق قسم التقارير الطبية في المستشفى دون اي صلاحية او اذن مني ( case record) قام المستشفى بأخراج سجل الحالة الشخصية لاشخاص غير مصرح لهم الوصول للمعلومات ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-11T14:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-09T14:07:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4275, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "de7bc821-5cd1-4f5b-a34a-5d66bcea517b", "fields": { "created_at": "2025-09-24T09:04:00Z", "updated_at": "2026-04-13T19:02:50.311Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11437-MAJD NAWASH MICHAEL ALHADDADIN", "expected_result": "", "reference_number": "CMP-2025-09-4938", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was referred to Dr. Majd Haddadin for cleaning a second-degree wound. A strong antiseptic was used in an inappropriate manner, followed by applying a cream and covering the wound with gauze.\n\nThis resulted in the gauze sticking to the skin, damaging the wound, and removing some of the skin due to the incorrect cleaning and dressing techniques.", "description": "I was referred to Dr. Majd Haddadin for cleaning a second-degree wound. A strong antiseptic was used in an inappropriate manner, followed by applying a cream and covering the wound with gauze.\n\nThis resulted in the gauze sticking to the skin, damaging the wound, and removing some of the skin due to the incorrect cleaning and dressing techniques.\n\n[Arabic]:\nتمت مراجعتي لدى الدكتور مجد حدادين لتنظيف جرح من الدرجة الثانية، وتم استخدام مادة مطهرة قوية بطريقة غير مناسبة، ثم تم وضع كريم وتغطية الجرح بالشاش.\n\nوقد أدى ذلك إلى التصاق الشاش بالجلد وتضرر موضع الجرح، ونزع جزء من الجلد نتيجة الأسلوب الخاطئ في تنظيف وتضميد الجرح.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 16, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-26T09:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-24T09:04:00Z", "explanation_received_at": "2025-09-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4938, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "de8ceb60-8372-4b4d-abdf-0424425ad7d5", "fields": { "created_at": "2023-03-13T17:57:00Z", "updated_at": "2026-04-13T18:57:20.124Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "SALEH AL ABDAN", "expected_result": "", "reference_number": "CMP-2023-03-1115", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "42d1fb63-a031-43d2-8bcc-097ea92aaf16", "staff": "de9d7585-e333-485f-b60a-ba4836af26c8", "title": "The receptionist, Abdulaziz, requested 400 riyals for two clinic visits, but my child was refused admission by the two doctors due to his young age and the fact that he has autism. When I went to get a refund from the employee, he denied it and told me that there were no services for this amount. I went to Mr. Saleh Al-Abdan, and he told me that he would check on it, but I have not received a response yet.\n", "description": "The receptionist, Abdulaziz, requested 400 riyals for two clinic visits, but my child was refused admission by the two doctors due to his young age and the fact that he has autism. When I went to get a refund from the employee, he denied it and told me that there were no services for this amount. I went to Mr. Saleh Al-Abdan, and he told me that he would check on it, but I have not received a response yet.\n\n\n[Arabic]:\nتم طلب مبلغ 400 ريال من قبل موظف الاستقبال عبدالعزيز لزيارتين بالعيادات ولكن تم فض استقبال طفلي من قبل الطبيبن بحكم صغر سنه وانه مصاب بالتوحد وعند ذهابي لاسترداد مبلغ من قبل الموظف تم انكار ذلك وابلغني بانه لا يوجد خدمات بهذا المبلغ توجهت الى الاستاذ صالح العبدان واخبرني بانه سيتم التاكد من ذلك ولم يتم الرد علي حتى الان . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-28T21:00:00Z", "due_at": "2023-03-15T17:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-28T21:00:00Z", "explanation_received_at": "2023-03-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-29T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30215892, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2023-03-29 00:00:00", "closed": null, "received": "2023-03-13 20:57:00", "resolved": "2023-03-30 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:20.118443", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1115", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1115 } } }, { "model": "complaints.complaint", "pk": "deb6fd1c-1009-4813-8cfb-15104829c139", "fields": { "created_at": "2022-10-31T09:00:00Z", "updated_at": "2026-04-13T18:56:22.440Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "UNISI", "expected_result": "", "reference_number": "CMP-2022-10-0443-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 20 Oct 2022, my daughter was admitted room NO 3177. The nurse put a wrong name tag in her hand then we informed them about their mistake. On 21 Oct 2022 my daughter was took the anti-pyretic after that the nurse came with another anti-pyretic and my wife asked her that why u give her a another anti-pyretic during one hour then she went to double-check and she was wrong . ", "description": "On 20 Oct 2022, my daughter was admitted room NO 3177. The nurse put a wrong name tag in her hand then we informed them about their mistake. On 21 Oct 2022 my daughter was took the anti-pyretic after that the nurse came with another anti-pyretic and my wife asked her that why u give her a another anti-pyretic during one hour then she went to double-check and she was wrong . \n\n[Arabic]:\nفي 20 أكتوبر 2022، تم إدخال ابنتي إلى الغرفة رقم 3177. وضعت الممرضة بطاقة اسم خاطئة في يدها، فأبلغناها بالخطأ. في 21 أكتوبر 2022، أُعطيت ابنتي خافض حرارة، وبعد ذلك عادت الممرضة بخافض حرارة آخر، فسألتها زوجتي عن سبب إعطائها خافض حرارة آخر خلال ساعة، فذهبت الممرضة للتأكد، واكتشفت أنها مخطئة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-24T21:00:00Z", "due_at": "2022-11-02T09:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-25T21:00:00Z", "second_reminder_sent_at": "2022-10-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-24T21:00:00Z", "explanation_received_at": "2022-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-31T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1718885, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.3.No patient ID band" }, "timeline": { "sent": "2022-10-25 00:00:00", "closed": null, "received": "2022-10-31 12:00:00", "resolved": "2022-11-01 00:00:00", "escalated": null, "first_reminder": "2022-10-26 00:00:00" }, "imported_at": "2026-04-13T21:56:22.431702", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0443-A", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 443 } } }, { "model": "complaints.complaint", "pk": "def8cbd3-d179-4e9b-be38-fa77477258ec", "fields": { "created_at": "2023-12-30T07:43:00Z", "updated_at": "2026-04-13T18:58:56.908Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2023-12-2018", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's father, whose file number is 30273140, came to us and informed me that ((when my son and I left the hospital through gate number 2, we headed towards the stairs leading to the lower parking area. Dr. Muhammad Samir Rahal was present at the parking area and he was smoking. When we passed in front of him, he blew smoke in my son and me!!! I was surprised by this behavior from him))\n\n.", "description": "The patient's father, whose file number is 30273140, came to us and informed me that ((when my son and I left the hospital through gate number 2, we headed towards the stairs leading to the lower parking area. Dr. Muhammad Samir Rahal was present at the parking area and he was smoking. When we passed in front of him, he blew smoke in my son and me!!! I was surprised by this behavior from him))\n\n.\n\n[Arabic]:\nتم الحضور لدينا من قبل والد المريض المقيد برقم الملف30273140 وابلاغي بانه ((عند خروجنا من المستشفى انا و ابني من البوابة رقم ٢ اتجهنا للدرج الذي يؤدي الى مواقف السيارات السفلية وكان متواجد عند الممر الخاص بالمواقف دكتور محمد سمير رحال وكان يدخن وعند مرورنا امامه نفخ الدخان في وجهي انا وابني !!! استغربت منه هذا التصرف ))\n.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2024-01-01T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2024-01-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-06-14T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30273140, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": "2024-06-15 00:00:00", "received": "2023-12-30 10:43:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.905447", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2018", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2018 } } }, { "model": "complaints.complaint", "pk": "df008cac-586c-45df-b49d-819e5fd5de35", "fields": { "created_at": "2025-05-15T06:20:00Z", "updated_at": "2026-04-13T19:01:59.107Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.مصعب الرحيلي ", "expected_result": "", "reference_number": "CMP-2025-05-4166", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "One year after the surgery, an issue was noticed with the nasal bone along with drooping of the nasal tip, which is part of the condition previously treated as per the treatment plan.\n", "description": "One year after the surgery, an issue was noticed with the nasal bone along with drooping of the nasal tip, which is part of the condition previously treated as per the treatment plan.\n\n\n[Arabic]:\nبعد مرور عام على العملية، ظهرت مشكلة في عظمة الأنف مع نزول في الأرنبة، وهي جزء من الحالة التي تم علاجها سابقًا ضمن خطة العلاج.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-17T06:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-15T06:20:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4166, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "df3f1376-453a-4914-a699-d3fff59d092a", "fields": { "created_at": "2023-12-10T09:56:00Z", "updated_at": "2026-04-13T18:58:53.926Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1934", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was refused medical reports", "description": "I was refused medical reports\n\n[Arabic]:\nتم رفض اعطائي تقارير طبيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-09T21:00:00Z", "due_at": "2023-12-12T09:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-09T21:00:00Z", "explanation_received_at": "2023-12-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30276026, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-12-10 00:00:00", "closed": null, "received": "2023-12-10 12:56:00", "resolved": "2023-12-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.922886", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1934", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1934 } } }, { "model": "complaints.complaint", "pk": "df4603e1-7d04-4b6f-82dc-4eb4b5c5b84a", "fields": { "created_at": "2025-12-18T13:43:00Z", "updated_at": "2026-04-13T19:03:25.040Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5496", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We would like to submit this complaint due to the delay and poor handling we experienced in the recovery room, where we were kept waiting from 11:20 AM until 2:00 PM without any convincing explanation for this delay , The removal of the IV line also took an excessively long time, despite the patient is a special case, suffers from a severe phobia of needles, and has an intellectual disability, We explained that waking up and seeing the needles could expose her to the risk of harming herself due ", "description": "We would like to submit this complaint due to the delay and poor handling we experienced in the recovery room, where we were kept waiting from 11:20 AM until 2:00 PM without any convincing explanation for this delay , The removal of the IV line also took an excessively long time, despite the patient is a special case, suffers from a severe phobia of needles, and has an intellectual disability, We explained that waking up and seeing the needles could expose her to the risk of harming herself due to her psychological condition; however, our request was refused without consideration of her medical and humanitarian situation, Moreover, the anesthesiologist had issued an order for her discharge after the delay, yet she remained in the recovery room for approximately three hours without any clear justification.\n\n\n[Arabic]:\nنودّ تقديم هذه الشكوى نظرًا للتأخير وسوء المعاملة التي واجهناها في غرفة الإفاقة، حيث انتظرنا من الساعة 11:20 صباحًا حتى الساعة 2:00 ظهرًا دون أي تبرير مقنع لهذا التأخير. كما استغرقت إزالة القسطرة الوريدية وقتًا طويلًا للغاية، على الرغم من أن المريضة حالة خاصة، إذ تعاني من رهاب شديد من الإبر، ولديها إعاقة ذهنية. أوضحنا أن استيقاظها ورؤية الإبر قد يعرضها لخطر إيذاء نفسها بسبب حالتها النفسية؛ ومع ذلك، رُفض طلبنا دون مراعاة وضعها الطبي والإنساني. علاوة على ذلك، أصدر طبيب التخدير أمرًا بخروجها بعد التأخير، ومع ذلك بقيت في غرفة الإفاقة لمدة ثلاث ساعات تقريبًا دون أي مبرر واضح.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 177, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-20T13:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-18T13:43:00Z", "explanation_received_at": "2025-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5496, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "df50d342-5d58-44bb-8ab8-9015b64ded99", "fields": { "created_at": "2023-08-27T09:40:00Z", "updated_at": "2026-04-13T18:58:10.308Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1554", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "is it reasonable that a patient arrives suffering from certain pains but without a fever, and the employee does not take the necessary action and admit him to the doctor for examination? And does the receptionist in the emergency room really have the right not to admit the patient even if he does not have a fever? And who decides this, the employee really, and how bad the cases are and the psychological, human and moral losses that will occur if such mistakes are repeated, especially with childr", "description": "is it reasonable that a patient arrives suffering from certain pains but without a fever, and the employee does not take the necessary action and admit him to the doctor for examination? And does the receptionist in the emergency room really have the right not to admit the patient even if he does not have a fever? And who decides this, the employee really, and how bad the cases are and the psychological, human and moral losses that will occur if such mistakes are repeated, especially with children.\n\n[Arabic]:\n هل يعقل ان يأتي مريض يعاني من الآلام معينة ولا يوجد حرارة .. لا يقوم الموظف باجراء اللازم وادخاله للطبيب للكشف؟ وهل فعلاً يحق لموظف الاستقبال بالطوارئ ان لا يستقبل المريض حتى لو ما كان عليه حرارة؟ ومن يقرر هذا الشيء هل الموظف فعلاً ولا يمكن معرفة مدى سوء الحالات والخسائر النفسية والبشرية والمعنوية اللي راح تصير لو تكرر مثل هذه الاخطاء خصوصاً مع الاطفال. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-04T21:00:00Z", "due_at": "2023-08-29T09:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-04T21:00:00Z", "explanation_received_at": "2023-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-17T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30033812, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.5.Complications resulting from treatment" }, "timeline": { "sent": "2023-09-05 00:00:00", "closed": null, "received": "2023-08-27 12:40:00", "resolved": "2023-09-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.301701", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1554", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1554 } } }, { "model": "complaints.complaint", "pk": "df9f5578-e3a6-4cc4-b291-89a57c183e3f", "fields": { "created_at": "2024-03-23T09:47:00Z", "updated_at": "2026-04-13T18:59:27.679Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-03-2311", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Inappropriate treatment by the lab receptionist and disrespectful behavior", "description": "Inappropriate treatment by the lab receptionist and disrespectful behavior\n\n[Arabic]:\n معاملة غير لائقة من قبل الموظف في استقبال المختبر و التصرف بطريقه غير محترمه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 92, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-22T21:00:00Z", "due_at": "2024-03-25T09:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-22T21:00:00Z", "explanation_received_at": "2024-03-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30303663, "source": "مراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-23 00:00:00", "closed": null, "received": "2024-03-23 12:47:00", "resolved": "2024-03-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:27.670617", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2311", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال المختبر", "main": "الإداري" }, "original_complaint_num": 2311 } } }, { "model": "complaints.complaint", "pk": "dfc1dee2-b07e-4e1a-b0c8-3add9c346bbe", "fields": { "created_at": "2024-12-25T17:05:00Z", "updated_at": "2026-04-13T19:01:02.241Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3419", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nursing station on the third floor room 3136 was empty when i called , they took a long time more than 20 mins to answer , and i told them i want to see the doctor they said ok and after that i waited for two hour until I called the doctor myself and he said He has no idea that we requested to see him. I hope the nursing availability and service improves and to ensure that at least one nurse is present at the nursing station when called .", "description": "The nursing station on the third floor room 3136 was empty when i called , they took a long time more than 20 mins to answer , and i told them i want to see the doctor they said ok and after that i waited for two hour until I called the doctor myself and he said He has no idea that we requested to see him. I hope the nursing availability and service improves and to ensure that at least one nurse is present at the nursing station when called .\n\n[Arabic]:\nكانت غرفة التمريض في الطابق الثالث، رقم ٣١٣٦، خاليةً عندما اتصلت، واستغرق الرد أكثر من ٢٠ دقيقة. أخبرتهم أنني أريد مقابلة الطبيب، فوافقوا. بعد ذلك، انتظرت ساعتين كاملتين قبل أن أتصل بالطبيب بنفسي، فقال إنه لا يعلم أننا طلبنا مقابلته. آمل أن تتحسن خدمات التمريض وتوافرها، وأن يتم ضمان وجود ممرضة واحدة على الأقل في غرفة التمريض عند الاتصال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-24T21:00:00Z", "due_at": "2024-12-27T17:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-24T21:00:00Z", "explanation_received_at": "2024-12-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-25T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1359110, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2024-12-25 00:00:00", "closed": null, "received": "2024-12-25 20:05:00", "resolved": "2024-12-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.232544", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3419", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 3419 } } }, { "model": "complaints.complaint", "pk": "dff2e188-dbbe-4ca5-9ec1-582354aa82fc", "fields": { "created_at": "2025-12-31T11:21:00Z", "updated_at": "2026-04-13T19:03:25.857Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5565", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child's father complains that he brought his wife to the hospital in an emergency via the Red Crescent, but they refused to issue a birth certificate for the child.", "description": "The child's father complains that he brought his wife to the hospital in an emergency via the Red Crescent, but they refused to issue a birth certificate for the child.\n\n[Arabic]:\nيشتكي والد الطفل بانه احضر زوجته الى المستشفى حاله طارئه عن طريق الهلال الاحمر وتم رفض اصدار تبليغ ولاده للطفل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2026-01-02T11:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-31T11:21:00Z", "explanation_received_at": "2025-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5565, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "e009a039-f92d-43b9-bbfd-1593ac7fafb2", "fields": { "created_at": "2023-02-13T16:00:00Z", "updated_at": "2026-04-13T18:57:06.468Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HAYTHAM QASEEM IBRAHIM ABUSAMHAN", "expected_result": "", "reference_number": "CMP-2023-02-0904", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was given multiple doses of anesthesia, and after my knee surgery, I experienced bleeding at the injection site on my back. I couldn't move my back, and the pain persisted. My condition hasn't improved, and the doctor hasn't offered any explanation.\n", "description": "I was given multiple doses of anesthesia, and after my knee surgery, I experienced bleeding at the injection site on my back. I couldn't move my back, and the pain persisted. My condition hasn't improved, and the doctor hasn't offered any explanation.\n\n\n[Arabic]:\nتم اعطائي اكثر من جرعة للتخدير، وبعد انتهاء من عمليه جراحة الركبة، تم حدوث نزيف في موضع الحقن في الظهر. لم أستطع تحريك ظهري ، واستمر الألم. لم تتحسن حالتي بعد، ولم يقدم الطبيب المعالج أي تفسير.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-12T21:00:00Z", "due_at": "2023-02-15T16:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-12T21:00:00Z", "explanation_received_at": "2023-02-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-02-14T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30162350, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "2.2.13.Surgical complications" }, "timeline": { "sent": "2023-02-13 00:00:00", "closed": null, "received": "2023-02-13 19:00:00", "resolved": "2023-02-15 00:00:00", "escalated": null, "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:06.456221", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0904", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 904 } } }, { "model": "complaints.complaint", "pk": "e0166405-35e7-4617-b000-c480d71f9375", "fields": { "created_at": "2023-11-02T18:09:00Z", "updated_at": "2026-04-13T18:58:41.424Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1795", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The pharmacy employee showed a number at the counter and refused to serve me, spoke to me disrespectfully, and a colleague served me. He then left me behind and did not respond to me. The patient must be given a refund and an apology for not dealing with me professionally.", "description": "The pharmacy employee showed a number at the counter and refused to serve me, spoke to me disrespectfully, and a colleague served me. He then left me behind and did not respond to me. The patient must be given a refund and an apology for not dealing with me professionally.\n\n[Arabic]:\nموظف الصيدلية ظهر رقم عند الكاونتر الخاص ورفض خدمتي وتحدث معي بطريقة غير محترمة وخدمني زميل له وهو غادر وتركني خلفه ولم يرد علي لابد من رد الاعتبار والاعتذار للمريض على عدم تعامله معي باحترافية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-04T21:00:00Z", "due_at": "2023-11-04T18:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-04T21:00:00Z", "explanation_received_at": "2023-11-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30077882, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-05 00:00:00", "closed": null, "received": "2023-11-02 21:09:00", "resolved": "2023-11-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.422039", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1795", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 1795 } } }, { "model": "complaints.complaint", "pk": "e03e3878-6eb1-4ab4-96de-cd4773fc31ae", "fields": { "created_at": "2022-11-02T18:08:00Z", "updated_at": "2026-04-13T18:56:30.523Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0499", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 2 NOV 2022 the Filipino nurses on the room 20 tried to put the cannula in my hand many time but they can not I asked them to called the manager to fined another nurses to put the cannula . she was mad and removed the nebulization mask from me . ", "description": "on 2 NOV 2022 the Filipino nurses on the room 20 tried to put the cannula in my hand many time but they can not I asked them to called the manager to fined another nurses to put the cannula . she was mad and removed the nebulization mask from me . \n\n[Arabic]:\nفي 2 نوفمبر 2022، حاولت الممرضات الفلبينيات في الغرفة رقم 20 وضع القنية في يدي عدة مرات لكنهن لم يستطعن. طلبت منهن استدعاء المديرة لتستدعي ممرضة أخرى لوضع القنية. غضبت المديرة ونزعت قناع جهاز التبخير مني.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-07T21:00:00Z", "due_at": "2022-11-04T18:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-07T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029149, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-11-08 00:00:00", "closed": null, "received": "2022-11-02 21:08:00", "resolved": "2022-11-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:30.517512", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0499", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 499 } } }, { "model": "complaints.complaint", "pk": "e050a394-94aa-48a7-8423-ad670e7b1744", "fields": { "created_at": "2025-09-10T08:06:00Z", "updated_at": "2026-04-13T19:02:47.796Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4805", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I submit this complaint regarding the distress I experienced while going for medical tests. I was forced to wait for a long time without my name or any personal information being recorded, even though I was near the clinic and was told I would be called soon.\n\nI also received no response or explanation regarding the reason for this delay, even though I was being transferred from the emergency department to the outpatient clinics and had completed all the required procedures and services in advan", "description": "I submit this complaint regarding the distress I experienced while going for medical tests. I was forced to wait for a long time without my name or any personal information being recorded, even though I was near the clinic and was told I would be called soon.\n\nI also received no response or explanation regarding the reason for this delay, even though I was being transferred from the emergency department to the outpatient clinics and had completed all the required procedures and services in advance.\n\nI hope you will consider this observation and take the necessary action to improve the patient experience and better organize the reception process.\n\n[Arabic]:\nأتقدم بهذه الشكوى بخصوص المعاناة التي واجهتها أثناء ذهابي لأخذ التحاليل الطبية، حيث اضطررت للانتظار لفترة طويلة دون أن يتم تسجيل اسمي أو أي بيانات شخصية خلال هذا الوقت، رغم أنني كنت بالقرب من العيادة وتم إخباري بأنه سيتم مناداتي قريبًا.\nكما لم أتلقَ أي رد أو توضيح بشأن سبب هذا التأخير، علمًا بأنني محوّل من قسم الطوارئ إلى العيادات الخارجية، وقد أكملت جميع الإجراءات والخدمات المطلوبة مسبقًا.\nأرجو منكم النظر في هذه الملاحظة واتخاذ ما يلزم لتحسين تجربة المرضى وتنظيم آلية استقبالهم بشكل أفضل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-12T08:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-10T08:06:00Z", "explanation_received_at": "2025-09-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4805, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "e053a4cc-1fab-4969-aa28-5efedc68d233", "fields": { "created_at": "2023-05-23T08:11:00Z", "updated_at": "2026-04-13T18:57:40.687Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Fahad A. Aldosary", "expected_result": "", "reference_number": "CMP-2023-05-1280", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "39bf975d-de28-4b4c-8ab6-2f385fffd1e2", "title": "On May 23, 2023, I attended my appointment, but the doctor did not show up and did not adhere to the scheduled times. This has happened multiple times, leading to the doctor rushing with patients and disregarding the allocated time for each patient. As a result, I was dissatisfied and decided to cancel the appointment.", "description": "On May 23, 2023, I attended my appointment, but the doctor did not show up and did not adhere to the scheduled times. This has happened multiple times, leading to the doctor rushing with patients and disregarding the allocated time for each patient. As a result, I was dissatisfied and decided to cancel the appointment.\n\n[Arabic]:\nبتاريخ 23 مايو 2023م تم حضوري على الموعد ولكن لم يتم حضور الطبيب ولم يتم الالتزام بمواعيد وقد تكرر الامر اكثر من مره معي مما أدى الي استعجال الطبيب مع المرضى ووقت المريض الذي خصص له وادى ذلك الى استيائي والغاء الكشفية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-22T21:00:00Z", "due_at": "2023-05-25T08:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-24T21:00:00Z", "second_reminder_sent_at": "2023-05-29T21:00:00Z", "escalated_at": "2023-05-29T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-05-22T21:00:00Z", "explanation_received_at": "2023-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30095209, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2023-05-23 00:00:00", "closed": null, "received": "2023-05-23 11:11:00", "resolved": "2023-06-06 00:00:00", "escalated": "2023-05-30 00:00:00", "first_reminder": "2023-05-25 00:00:00" }, "imported_at": "2026-04-13T21:57:40.683144", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1280", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 1280 } } }, { "model": "complaints.complaint", "pk": "e0579dd7-5a11-4528-b489-18a90ffde51d", "fields": { "created_at": "2023-10-22T09:59:00Z", "updated_at": "2026-04-13T18:58:31.879Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1740", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "عدم تعاون طبيب التخدير لإعطاء جرعة التخدير المناسبة لإبرة الظهر بالرغم من اني قمت باستدعاءه اكثر من\nمرة ولم يحضر ورفض اعطاء اوامر بزيادة الجرعة بالرغم انه كان يتوجب عليه ذلك لانها كانت جرعة خفيفة جدا\nولم استفد منها ابدا اخر ٣ ساعات قبل الولادة وخلال الولادة . عدم تواجد طبيبتي لتوليدي بسبب انشغالها في\nعملية قيصرية وبالتالي قيام طبيية اخرى بتوليدي ( الدكتورة سارة ) مع عدم وجود اي نوع تسكين للألم خلال\nالولادة وبعد ذلك تم تأجيل خياطة القطب حتى يأتي طبيب التخدير لزيادة الجرعه بسبب الألم الشديد وايضا ", "description": "عدم تعاون طبيب التخدير لإعطاء جرعة التخدير المناسبة لإبرة الظهر بالرغم من اني قمت باستدعاءه اكثر من\nمرة ولم يحضر ورفض اعطاء اوامر بزيادة الجرعة بالرغم انه كان يتوجب عليه ذلك لانها كانت جرعة خفيفة جدا\nولم استفد منها ابدا اخر ٣ ساعات قبل الولادة وخلال الولادة . عدم تواجد طبيبتي لتوليدي بسبب انشغالها في\nعملية قيصرية وبالتالي قيام طبيية اخرى بتوليدي ( الدكتورة سارة ) مع عدم وجود اي نوع تسكين للألم خلال\nالولادة وبعد ذلك تم تأجيل خياطة القطب حتى يأتي طبيب التخدير لزيادة الجرعه بسبب الألم الشديد وايضا طلبت\nمني الدكتورة انتظار الاستشارية د.مروى حتى تأتي وتقوم بخياطة مكان الولادة وهذا اخذ وقت طويل جدا مما\nتسبب ب تورم شديد في المنطقة استمر لمدة اسبوع متواصل وبشكل مؤلم جدا وبعد كل هذا قامو بالطلب من\nزوجي التوقيع على ورقة للخياطة التجميلية من دون ان يتم الشرح له عما فيها واكتشفنا فيما بعد انه طلب للخياطة\nالتجميلية والتي لم تتم اصلا ولم اطلبها او حتى احتاجها خلال الولادة وبعدها قامو بتأخير خروجنا من المستشفى\nحتى نقوم بدفع ثمن الخياطة التجميلية التي لم احصل عليها ....كانت تجربة سيئة جدا ومؤلمة جدا للأسف\n\n[Arabic]:\nعدم تعاون طبيب التخدير لإعطاء جرعة التخدير المناسبة لإبرة الظهر بالرغم من اني قمت باستدعاءه اكثر من\nمرة ولم يحضر ورفض اعطاء اوامر بزيادة الجرعة بالرغم انه كان يتوجب عليه ذلك لانها كانت جرعة خفيفة جدا\nولم استفد منها ابدا اخر ٣ ساعات قبل الولادة وخلال الولادة . عدم تواجد طبيبتي لتوليدي بسبب انشغالها في\nعملية قيصرية وبالتالي قيام طبيية اخرى بتوليدي ( الدكتورة سارة ) مع عدم وجود اي نوع تسكين للألم خلال\nالولادة وبعد ذلك تم تأجيل خياطة القطب حتى يأتي طبيب التخدير لزيادة الجرعه بسبب الألم الشديد وايضا طلبت\nمني الدكتورة انتظار الاستشارية د.مروى حتى تأتي وتقوم بخياطة مكان الولادة وهذا اخذ وقت طويل جدا مما\nتسبب ب تورم شديد في المنطقة استمر لمدة اسبوع متواصل وبشكل مؤلم جدا وبعد كل هذا قامو بالطلب من\nزوجي التوقيع على ورقة للخياطة التجميلية من دون ان يتم الشرح له عما فيها واكتشفنا فيما بعد انه طلب للخياطة\nالتجميلية والتي لم تتم اصلا ولم اطلبها او حتى احتاجها خلال الولادة وبعدها قامو بتأخير خروجنا من المستشفى\nحتى نقوم بدفع ثمن الخياطة التجميلية التي لم احصل عليها ....كانت تجربة سيئة جدا ومؤلمة جدا للأسف", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 43, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-23T21:00:00Z", "due_at": "2023-10-24T09:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-23T21:00:00Z", "explanation_received_at": "2023-10-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30147982, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Treatment", "classification": "Inadequate pain management" }, "timeline": { "sent": "2023-10-24 00:00:00", "closed": null, "received": "2023-10-22 12:59:00", "resolved": "2023-10-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.875525", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1740", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم التخدير", "main": "الطبي" }, "original_complaint_num": 1740 } } }, { "model": "complaints.complaint", "pk": "e05ad602-9ecf-4e71-a260-6f43e5acfeae", "fields": { "created_at": "2023-10-14T09:30:00Z", "updated_at": "2026-04-13T18:58:30.661Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. HUDA - ER", "expected_result": "", "reference_number": "CMP-2023-10-1715", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was experiencing labor pains in her last month of pregnancy. When we arrived at the emergency room, Dr. Huda saw us. Her manner was cold and uncomfortable for the patient, who was in excruciating pain. When we asked questions, she responded with annoyance and in an uncomfortable way. I then went to the nurse at the entrance and asked if there was another doctor available. She said that this was the only gynecologist available, so I told her to be patient since our appointment was with Dr", "description": "My wife was experiencing labor pains in her last month of pregnancy. When we arrived at the emergency room, Dr. Huda saw us. Her manner was cold and uncomfortable for the patient, who was in excruciating pain. When we asked questions, she responded with annoyance and in an uncomfortable way. I then went to the nurse at the entrance and asked if there was another doctor available. She said that this was the only gynecologist available, so I told her to be patient since our appointment was with Dr. Huda. When my wife asked about her condition, the doctor said, \"Is this your first time?\" My wife replied, \"No, this is my second delivery.\" The doctor asked if she knew about labor, whether it was labor or just normal pain. My wife said the baby wasn't moving. The doctor said the baby was sleeping normally. My wife and I asked her some questions, and she just said, \"Go to sleep quickly,\" without answering whether she was going to examine me or induce labor. My wife told her she didn't want an examination and wanted another doctor. The doctor said there wasn't another doctor available. The doctor left, and when I tried to talk to her, she raised her voice and told me not to speak to her. I went to the on-duty manager, but unfortunately... The manager was extremely rude. The biggest disaster was when I started talking to him. He told me to wait while he spoke to the doctor (he didn't give me a chance to speak, he left me and went to the doctor). I was upset, and he came back and said, \"This doctor is good, one of my favorites, and she didn't do anything wrong. We don't have another doctor, you can choose.\" I said, \"No problem, cancel the visit.\" He said, \"The visit can't be canceled,\" and I paid the co-payment without receiving any service in return. I went to the first patient I saw and brought him to the manager to explain that there was a problem from the beginning. The manager's attitude was so rude that he used the keyboard to forcefully present my complaint. I felt like he was about to hit me.\n\n[Arabic]:\nكانت زوجتي تحس بالالم المخاض وهي بشهرها الاخير وعند القدوم للطوارئ جاتنا الدكتورة هدى وكان اسلوب\nجاف وغير مريح للمريض يحس بالم موجع وعند الاستفار عن بعض الاشياء كانت ترد باستياء وبطريقه غير مريحه\nعندها رحت للمرض الي عند البوابه وشالته في دكتورة ثانيه قال مافي الا هالدكتورة بس نساء قلت نسكت ونصبر\nلان مراجعتنا مع الدكتورة هدى وعندما سالتها زوجتي عن حالتها الصحيه قالت لها انتي اول مرة قالت لا هذا ثاني\nمولد عندها قالت الدكتورة ماتعرفين الولادة هل هذا مخاض او الالم عادي قالت لها زوجتي الطفل مافي حركة\nقالت الطفل ينام طبيعي وهي وزوجتي تسالها عن بعض الاشياء قالت ياالله نامي بسرعه بدون ان تجاوبه هل بتفحص\nاو بتسوي تحريض هنا قالت لها مابيك تسوين لي فحص ابي دكتورة ثانيه قالت مافيه دكتورة ثانيه عندها طلعت\nالدكتورة وجيت اتكلم معها وهي ترفع صوتها علي تقول ما تتكلم معي توجه لمدير المناوب ولكن للاسف الشديد\nالمدير اداريا اسوء واعظم كارثه كان يوم بيديت معه بالكلام قال اصبر اتكلم مع الدكتورة ( لم يعطيني حقي بالكلام\nوتركني وراح للدكتورة) هنا تضايقيت ورجع لي قال الدكتورة هذي كويسه ومن الافضل عندي وهي ما سوت شي\nولا عندنا دكتورة ثانيه تبون او بكيفكم قلت مافي مشكله كنسل الزيارة قال ما تتكنسل الزيارة ودفعت مبلغ التحمل\nدون ان اجد خدمة بالمقابل ورحت للمرض الاول الي قابلته وجبته للمدير عشان افهمه ان فيه خلل من البدايه وكان\nاسلوب المدير فض لدرجه يستخدم الكيبورد وهو يقدم شكواي بقوة حسيت شوي ويضربني", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-13T21:00:00Z", "due_at": "2023-10-16T09:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-13T21:00:00Z", "explanation_received_at": "2023-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-06T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30276303, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Insensitive to patient needs" }, "timeline": { "sent": "2023-10-14 00:00:00", "closed": null, "received": "2023-10-14 12:30:00", "resolved": "2023-11-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:30.651315", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1715", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1715 } } }, { "model": "complaints.complaint", "pk": "e08146ee-8eed-4a65-9d9c-fcdd210e2bf9", "fields": { "created_at": "2025-06-14T06:39:00Z", "updated_at": "2026-04-13T19:02:10.495Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارى - سمر فوزي", "expected_result": "", "reference_number": "CMP-2025-06-4294", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Negligence and negligence. I walked with the needle in my daughter’s hand and the waiting period was more than three hours. I informed the staff that I wanted the doctor immediately, so I went myself to look for her to remove the needle from my daughter’s hand and see her condition to complete the procedure.", "description": "Negligence and negligence. I walked with the needle in my daughter’s hand and the waiting period was more than three hours. I informed the staff that I wanted the doctor immediately, so I went myself to look for her to remove the needle from my daughter’s hand and see her condition to complete the procedure.\n\n[Arabic]:\nاهمال وقصور وامشي والابرة في يد ابنتي ومدة الانتظار اكثر من ثلاث ساعات ابلغت الطاقم اريد الدكتورة فورا فذهبت بنفسي لابحث عنها لنزع الابرة من يد ابنتي وترى حالتها لاستكمال الاجراء", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-16T06:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-14T06:39:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4294, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "e08448f9-3f9c-4424-bb9d-f3ac01c3d5d4", "fields": { "created_at": "2024-01-09T08:35:00Z", "updated_at": "2026-04-13T18:59:06.702Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2060", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Respecting the patient and not asking them to open the urine collection container for analysis is essential. Simply place the sample in the designated container and wear gloves when receiving it. Instruct staff to treat patients with respect and not ask them to open the container to verify their name, as this is especially important for the elderly.\n\nI am currently demanding a formal apology from the laboratory administration for their poor treatment of patients and an improvement in patient car", "description": "Respecting the patient and not asking them to open the urine collection container for analysis is essential. Simply place the sample in the designated container and wear gloves when receiving it. Instruct staff to treat patients with respect and not ask them to open the container to verify their name, as this is especially important for the elderly.\n\nI am currently demanding a formal apology from the laboratory administration for their poor treatment of patients and an improvement in patient care.\n\n[Arabic]:\nاحترام المريض و عدم الطلب منه فتح علبة البول المطلوب للتحليل و الاكتفاء بوضع العينة وارتداء القفاز وقت استلام وضع العينات في مكانها المخصص و إعطاء تعليمات للمتخصصين بتقدير و احترام المراجع و عدم الطلب منه فتح العينة للتأكد من اسم الشخص حيث لا بد من اظهار الاحترام لكبار السن.\nحاليا اطالب برد اعتبار معنوي من ادارة المختبر على سوء التعامل لديهم و تحسين التعامل مع المرضى في المختبر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-08T21:00:00Z", "due_at": "2024-01-11T08:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-08T21:00:00Z", "explanation_received_at": "2024-01-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-09T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30237906, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "6.3.2.Breach of patient privacy" }, "timeline": { "sent": "2024-01-09 00:00:00", "closed": null, "received": "2024-01-09 11:35:00", "resolved": "2024-01-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.691735", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2060", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2060 } } }, { "model": "complaints.complaint", "pk": "e08a0527-3299-4a5c-98ef-942f4e58aef9", "fields": { "created_at": "2022-11-23T12:18:00Z", "updated_at": "2026-04-13T18:56:33.193Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0572", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 19 NOV 2022 the nurse came to the room and she took the blood sample. after two minutes she returned the blood inside his body . when I asked her she said it is extra blood I don’t want to throw it. ", "description": "On 19 NOV 2022 the nurse came to the room and she took the blood sample. after two minutes she returned the blood inside his body . when I asked her she said it is extra blood I don’t want to throw it. \n\n[Arabic]:\nفي 19 نوفمبر 2022، دخلت الممرضة إلى الغرفة وأخذت عينة دم. بعد دقيقتين، أعادت الدم إلى جسمه. عندما سألتها، قالت إنه دم زائد ولا أريد التخلص منه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 151, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-22T21:00:00Z", "due_at": "2022-11-25T12:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-22T21:00:00Z", "explanation_received_at": "2022-11-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30150414, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-11-23 00:00:00", "closed": null, "received": "2022-11-23 15:18:00", "resolved": "2022-11-26 00:00:00", "escalated": null, "first_reminder": "2022-11-26 00:00:00" }, "imported_at": "2026-04-13T21:56:33.190433", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0572", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الأطفال", "main": "التمريض" }, "original_complaint_num": 572 } } }, { "model": "complaints.complaint", "pk": "e0b5f4aa-41b0-48a7-841e-15e5df16f53f", "fields": { "created_at": "2023-11-16T16:22:00Z", "updated_at": "2026-04-13T18:58:44.136Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90237-BADER MAJED ALJADAAN ", "expected_result": "", "reference_number": "CMP-2023-11-1863", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The employee, Rana Al-Saud, who is responsible for approvals, refused to submit a request to the insurance company, claiming that the medicine was outside the insurance coverage. I contacted the insurance company and they stated that the medicine was covered by insurance. She was informed of this and did not respond. She was dealing with me in an unprofessional manner, and this is not the first time I have received this treatment from her. She asked me to file a complaint against her, not caring", "description": "The employee, Rana Al-Saud, who is responsible for approvals, refused to submit a request to the insurance company, claiming that the medicine was outside the insurance coverage. I contacted the insurance company and they stated that the medicine was covered by insurance. She was informed of this and did not respond. She was dealing with me in an unprofessional manner, and this is not the first time I have received this treatment from her. She asked me to file a complaint against her, not caring about what would be done to her.\n\n[Arabic]:\nرفضت الموظفة رنا السعود المسؤولة عن الموافقات رفع طلب لشركة التأمين زعمًا منها بأن الدواء خارج التغطية التأمينية، قمت بالتواصل مع شركة التأمين وأفادوا بأن الدواء مغطى تأمينياً، وتم إبلاغها بذلك ولم تتجاوب وكانت تتعامل معي بطريقه غير مهنيه وليست اول مره اتلقى هذا التعامل منها وطلبت مني رفع شكوى عليها غير مباليه بما سوف يتم عمله لها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-15T21:00:00Z", "due_at": "2023-11-18T16:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-15T21:00:00Z", "explanation_received_at": "2023-11-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30271390, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-16 00:00:00", "closed": null, "received": "2023-11-16 19:22:00", "resolved": "2023-11-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:44.126682", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1863", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1863 } } }, { "model": "complaints.complaint", "pk": "e0c15919-09a9-4cfe-9bc1-4490d7def9e1", "fields": { "created_at": "2023-09-11T16:46:00Z", "updated_at": "2026-04-13T18:58:19.496Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1602", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I went to the doctor's clinic to have my test results read, but I was refused admission until I paid the consultation fee, even though the visit was for a follow-up appointment.", "description": " I went to the doctor's clinic to have my test results read, but I was refused admission until I paid the consultation fee, even though the visit was for a follow-up appointment.\n\n[Arabic]:\n تم حضوري للعياده لدى الطبيب لقراءة التحاليل وتم رفض ادخالي الابعد دفع الكشفيه علما ان الزياره للمراجعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-12T21:00:00Z", "due_at": "2023-09-13T16:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-12T21:00:00Z", "explanation_received_at": "2023-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30090261, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect \nInformation", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-09-13 00:00:00", "closed": " ", "received": "2023-09-11 19:46:00", "resolved": "2023-09-13 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.484244", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1602", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1602 } } }, { "model": "complaints.complaint", "pk": "e0c563ad-5510-4429-bad6-bcc73befb912", "fields": { "created_at": "2025-09-08T07:05:00Z", "updated_at": "2026-04-13T19:02:47.260Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4759", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Last night Patient Khadeeja Hamid Ali was taken for CT upon returning back staff didnt connect the\ncall bell to power, patient was not feeling well and no one attended patient for more than 2 hrs.\n.patient was suffering during this time", "description": "Last night Patient Khadeeja Hamid Ali was taken for CT upon returning back staff didnt connect the\ncall bell to power, patient was not feeling well and no one attended patient for more than 2 hrs.\n.patient was suffering during this time\n\n[Arabic]:\nأُخذت المريضة خديجة حامد علي للتصوير المقطعي المحوسب الليلة الماضية، وعند عودتها لم يُشغّل الموظفون جرس الاستدعاء، ولم تكن المريضة تشعر بصحة جيدة، ولم يُقدّم لها أحد الرعاية لأكثر من ساعتين. كانت المريضة تعاني خلال هذه الفترة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-10T07:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-08T07:05:00Z", "explanation_received_at": "2025-09-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4759, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "e0cbc2e2-f455-449d-81ad-13ac616052f0", "fields": { "created_at": "2022-09-19T16:26:00Z", "updated_at": "2026-04-13T18:56:06.697Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0235", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My daughter has an appointment on 9/18/2022 at Dr. Abdullah Al-Shamrani’s clinic and another appointment on the same day with another doctor, but there was a delay in the first appointment, which led to me not attending Dr. Abdullah’s clinic when we were called. After the first appointment ended, we went to the clinic, but we were not received by the doctor, and the doctor treated us in an inappropriate manner, as he asked me to leave the clinic.", "description": "My daughter has an appointment on 9/18/2022 at Dr. Abdullah Al-Shamrani’s clinic and another appointment on the same day with another doctor, but there was a delay in the first appointment, which led to me not attending Dr. Abdullah’s clinic when we were called. After the first appointment ended, we went to the clinic, but we were not received by the doctor, and the doctor treated us in an inappropriate manner, as he asked me to leave the clinic.\n\n[Arabic]:\n لدى ابنتي موعد بتاريخ 18-9-2022م الى عيادة الطبيب عبدالله الشمراني و موعد اخر بنفس اليوم مع طبيب اخر ولكن حدث تاخير في الموعد الاول مما ادى الى عدم حضوري لعيادة الطبيب عبدالله عند مناداتنا وبعد الانتهاء من الموعد الاول تم حضورنا الى العيادة ولكن لم يتم استقبالنا من قبل الطبيب وتم التعامل معنا من قبل الطبيب بأسلوب غير لائق حيث تم طلب خروجي من العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 191, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-18T21:00:00Z", "due_at": "2022-09-21T16:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-19T21:00:00Z", "second_reminder_sent_at": "2022-09-23T21:00:00Z", "escalated_at": "2022-09-24T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-18T21:00:00Z", "explanation_received_at": "2022-10-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30221582, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2022-09-19 00:00:00", "closed": null, "received": "2022-09-19 19:26:00", "resolved": "2022-10-02 00:00:00", "escalated": "2022-09-25 00:00:00", "first_reminder": "2022-09-20 00:00:00" }, "imported_at": "2026-04-13T21:56:06.693878", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0235", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية (أطفال)", "main": "الطبي" }, "original_complaint_num": 235 } } }, { "model": "complaints.complaint", "pk": "e0cea1ba-b4b8-4658-acfc-205e5801320c", "fields": { "created_at": "2023-07-26T09:20:00Z", "updated_at": "2026-04-13T18:57:59.963Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1467", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dinner was brought on 7/25/2023, and an insect was found in the food. A picture was attached.", "description": "Dinner was brought on 7/25/2023, and an insect was found in the food. A picture was attached.\n\n[Arabic]:\nتم احضار وجبة العشاء بتاريخ 25/7/2023 ، وتبين وجود حشره في الاكل وتم ارفاق صوره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-25T21:00:00Z", "due_at": "2023-07-28T09:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-25T21:00:00Z", "explanation_received_at": "2023-08-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1204166, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.4.Poor Food service" }, "timeline": { "sent": "2023-07-26 00:00:00", "closed": null, "received": "2023-07-26 12:20:00", "resolved": "2023-08-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.954314", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1467", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المطبخ", "main": "الخدمات المساندة" }, "original_complaint_num": 1467 } } }, { "model": "complaints.complaint", "pk": "e0de06e8-496c-498d-9b27-d05ed0f7d788", "fields": { "created_at": "2022-11-27T12:47:00Z", "updated_at": "2026-04-13T18:56:33.641Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0598", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I paid a fee for the first visit, where I was examined for the first time, and my entry for the second examination was refused, and I was informed that I had to pay again.", "description": "I paid a fee for the first visit, where I was examined for the first time, and my entry for the second examination was refused, and I was informed that I had to pay again.\n\n[Arabic]:\nتم دفع كشفية للزيارة الاولى حيث تم مراجعتي للمرة الاولى وتم رفض دخولي للمراجعة الثانيه وتم ابلاغي بوجوب الدفع مرة اخرى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-26T21:00:00Z", "due_at": "2022-11-29T12:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-26T21:00:00Z", "explanation_received_at": "2022-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-11-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234576, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-11-27 00:00:00", "closed": null, "received": "2022-11-27 15:47:00", "resolved": "2022-11-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.636139", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0598", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 598 } } }, { "model": "complaints.complaint", "pk": "e108bd35-8b14-4ebd-a16d-996ade77e117", "fields": { "created_at": "2024-10-16T09:51:00Z", "updated_at": "2026-04-13T19:00:38.853Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3045", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to respond by issuing a review notice.", "description": "Failure to respond by issuing a review notice.\n\n[Arabic]:\nعدم التجاوب بااصدار اشعار المراجعه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-15T21:00:00Z", "due_at": "2024-10-18T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-15T21:00:00Z", "explanation_received_at": "2024-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-15T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30331389, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-10-16 00:00:00", "closed": null, "received": "2024-10-16 12:51:00", "resolved": "2024-10-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:38.847749", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3045", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 3045 } } }, { "model": "complaints.complaint", "pk": "e115907c-5630-488b-bb6d-d83e63bb29fa", "fields": { "created_at": "2024-08-27T08:30:00Z", "updated_at": "2026-04-13T19:00:18.235Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2839", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There are sounds of breaking, repairing, and maintenance, in addition to a very strong paint smell, and this is next to the children's nursery. The admissions department and social services were notified, but no action has been taken.", "description": "There are sounds of breaking, repairing, and maintenance, in addition to a very strong paint smell, and this is next to the children's nursery. The admissions department and social services were notified, but no action has been taken.\n\n[Arabic]:\nيوجد اصوات تكسير واصلاح وصيانه بالاضافه الى رائحة البويه القويه جدا وبجانب حضانة الاطفال تم ابلاغ ادارة التنويم والخدمة الاجتماعيه بذلك ولم يتم عمل اي اجراء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7108f73c-300e-4212-939f-64264721888c", "classification_obj": "7108f73c-300e-4212-939f-64264721888c", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-26T21:00:00Z", "due_at": "2024-08-29T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-26T21:00:00Z", "explanation_received_at": "2024-08-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30175825, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.2.Environment", "classification": "3.2.1.Poor environment" }, "timeline": { "sent": "2024-08-27 00:00:00", "closed": null, "received": "2024-08-27 11:30:00", "resolved": "2024-08-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:18.232120", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2839", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 2839 } } }, { "model": "complaints.complaint", "pk": "e1582465-78c2-4cfd-82ad-f552767cff81", "fields": { "created_at": "2025-05-12T10:19:00Z", "updated_at": "2026-04-13T19:01:58.425Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-05-4145", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor prescribed 12 cans of milk, but the staff only submitted 8. I don’t know the reason. I spoke with the authorizations manager, and he told me to file a complaint for compensation for the remaining unsubmitted cans with the authorizations department.\n\n\n\n\n\n", "description": "The doctor prescribed 12 cans of milk, but the staff only submitted 8. I don’t know the reason. I spoke with the authorizations manager, and he told me to file a complaint for compensation for the remaining unsubmitted cans with the authorizations department.\n\n\n\n\n\n\n\n[Arabic]:\nسوء بالخدمة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-14T10:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-12T10:19:00Z", "explanation_received_at": "2025-05-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4145, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "e168c56f-4be5-4e87-97bb-3979c5569522", "fields": { "created_at": "2022-09-27T07:39:00Z", "updated_at": "2026-04-13T18:56:08.557Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. ABDULLAH AL SHAMRANI", "expected_result": "", "reference_number": "CMP-2022-09-0262", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appointment was held on September 25, 2022. The doctor inquired whether he would postpone the appointment for a longer period with the patient, as he was delayed due to an illness that lasted for a long time, despite his expectation of more than one patient. He said, raising his hand angrily, “If you want, cancel your bill.”", "description": "The appointment was held on September 25, 2022. The doctor inquired whether he would postpone the appointment for a longer period with the patient, as he was delayed due to an illness that lasted for a long time, despite his expectation of more than one patient. He said, raising his hand angrily, “If you want, cancel your bill.”\n\n[Arabic]:\nتم الحضور بتاريخ 25 سبتمبر 2022م اردت الاستفسار من الدكتور هل سيتم اخذ وقت اطول مع المريض حيث انه تاخر بسبب وجود مريض لفتره طويله رغم انتظاري لاكثر من ساعه وقال وهو رافع يده وبغضب اذا ارت الغي فاتورتك. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 191, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-26T21:00:00Z", "due_at": "2022-09-29T07:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-01T21:00:00Z", "second_reminder_sent_at": "2022-10-01T21:00:00Z", "escalated_at": "2022-10-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-09-26T21:00:00Z", "explanation_received_at": "2022-09-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-04T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1777681, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-09-27 00:00:00", "closed": null, "received": "2022-09-27 10:39:00", "resolved": "2022-10-05 00:00:00", "escalated": "2022-10-04 00:00:00", "first_reminder": "2022-10-02 00:00:00" }, "imported_at": "2026-04-13T21:56:08.546426", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0262", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية (أطفال)", "main": "الطبي" }, "original_complaint_num": 262 } } }, { "model": "complaints.complaint", "pk": "e18e78b4-cd6d-4411-b66f-341ab0acf205", "fields": { "created_at": "2023-04-05T22:25:00Z", "updated_at": "2026-04-13T18:57:27.959Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1131", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Al-Hammadi Hospital in Al-Nazha - Emergency Department at 3 AM due to my daughter's illness. Unfortunately, there was a delay in the admission procedures, and I was informed that the beds were full and I had to wait for at least two hours. Is it reasonable for a child in the emergency department to wait for two hours?\n\nThe second issue is that a day before, I had visited the hospital and paid the consultation fee. Upon returning the next day to the emergency department, I was informed ", "description": "I visited Al-Hammadi Hospital in Al-Nazha - Emergency Department at 3 AM due to my daughter's illness. Unfortunately, there was a delay in the admission procedures, and I was informed that the beds were full and I had to wait for at least two hours. Is it reasonable for a child in the emergency department to wait for two hours?\n\nThe second issue is that a day before, I had visited the hospital and paid the consultation fee. Upon returning the next day to the emergency department, I was informed that the free visit for the clinic was separate from the emergency department, and I had to pay a new consultation fee. I was forced to pay an additional amount, but unfortunately, there was no attention given, and vital signs and weight measurements were not taken accurately. I had to wait two hours for a doctor to come and prescribe medication, and I was not provided with any invoices, only discount messages were attached.\n\n[Arabic]:\nالسلام عليكم ورحمة الله وبركاته تم زيارة مستشفى الحمادي اانزهة - قسم الطوارئ عند الساعة ال ٣ صباحا وذلك نسبة لتعب ابنتي ولكن للاسف يوجد مماطلة في اجراءات الدخول وتم افادتي بان الاسرة مليانة ويجب الانتظار لمدة ساعتين علي الاقل هل يعقل قسم طوارئ ينتظر فيه طفل مريض مدة ساعتين ؟؟؟ المشكلة ااثانية قبلها بيوم تم زيادة المستشفى ودفع مبلغ الكشف وعند العودة في اليوم التالي للطوارئ افادوني بان الزيارة المحانية للعيادة مفصولة من الطوارئ ويجب دفع مبلغ كشفية جديد مما اضطررت لدفع مبلغ جديد ولكن للاسف لا يوجد اهتمام ولا يوجد قياس للوزن والمؤشرات الحيوية بشكل دقيق وانتظار مدة ساعتين لكي ياتي طبيب وصرف وصفة دوائية لم يتم تزويدي بفواتير .. ولكن تم ارفاق رسائل الخصم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 4, "subsection": 96, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-05T21:00:00Z", "due_at": "2023-04-07T22:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-05T21:00:00Z", "explanation_received_at": "2023-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-05T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20130625, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.1.Delay in admitting patient" }, "timeline": { "sent": "2023-04-06 00:00:00", "closed": null, "received": "2023-04-06 01:25:00", "resolved": "2023-04-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:27.954500", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1131", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "استقبال الطوارئ", "main": "الإداري" }, "original_complaint_num": 1131 } } }, { "model": "complaints.complaint", "pk": "e19ec13f-b80f-4339-aea1-7631d31bfa2f", "fields": { "created_at": "2023-09-03T07:36:00Z", "updated_at": "2026-04-13T18:58:18.464Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1575", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient was treated unprofessionally and left the doctor's clinic in a poor condition, noting that she is 55 years old and was complaining about the way the doctor dealt with her while talking to her, as there was no response to her as should be, and she was given two prescriptions for antibiotics, noting that the patient has a germ, which causes her complications, which was not confirmed by the doctor, and when I went back to him, I informed him of the presence of a germ, and he told me th", "description": " The patient was treated unprofessionally and left the doctor's clinic in a poor condition, noting that she is 55 years old and was complaining about the way the doctor dealt with her while talking to her, as there was no response to her as should be, and she was given two prescriptions for antibiotics, noting that the patient has a germ, which causes her complications, which was not confirmed by the doctor, and when I went back to him, I informed him of the presence of a germ, and he told me that he did not notice that.\n\n[Arabic]:\nتم التعامل مع المريضه بطريقه غير مهنيه وتم خروجها من عيادة الطبيب وهي بحاله غير جيده علما انها تبلغ من العمر 55 سنه وكانت تشتكي من طريقة تعامل اسلوب الطبيب اثناء التحدث معها حيث لا يوجد اي تجاوب معها كما يجب وتم اعطائها وصفتين من المضاد علما ان لدى المريضه جرثومه مما يسبب لها المضاعفات لم يتم التاكد من قبل الطبيب وعند الرجوع له تم اخباره بوجود جرثومه ويتم اخباري من قبله بانه لم ينتبه لذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-06T21:00:00Z", "due_at": "2023-09-05T07:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-06T21:00:00Z", "explanation_received_at": "2023-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30284980, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-09-07 00:00:00", "closed": " ", "received": "2023-09-03 10:36:00", "resolved": "2023-10-03 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:18.460669", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1575", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1575 } } }, { "model": "complaints.complaint", "pk": "e1dd8926-e4ae-451e-bba4-5f2bf5729b3a", "fields": { "created_at": "2023-03-19T07:38:00Z", "updated_at": "2026-04-13T18:57:18.259Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr HAGIR ASIM ABDELMONEINIM HUSSEIN", "expected_result": "", "reference_number": "CMP-2023-03-1031", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "b0fd333c-e792-4892-b5ca-0ecd444c4b37", "title": "I was transferred from the security forces to Al-Hammadi Hospital in Al-Nuzha, and my pregnancy was monitored by Dr. (Hajar Assem Hussein). I felt tingling and severe heaviness in my right leg more than my left leg, and when I informed them of this, they told me it was normal due to the epidural. Four days after my delivery, I developed swelling in my right foot, and I went to Al-Hammadi's emergency room. I was told that I would have to pay for my treatment and that it was not covered by the sec", "description": "I was transferred from the security forces to Al-Hammadi Hospital in Al-Nuzha, and my pregnancy was monitored by Dr. (Hajar Assem Hussein). I felt tingling and severe heaviness in my right leg more than my left leg, and when I informed them of this, they told me it was normal due to the epidural. Four days after my delivery, I developed swelling in my right foot, and I went to Al-Hammadi's emergency room. I was told that I would have to pay for my treatment and that it was not covered by the security forces' referral. I went back to the security forces' emergency room, and they told me that the reason for this was that I was not given a blood thinning injection after delivery to prevent blood clots. I developed blood clots in my right leg, and they prescribed blood thinning injections for six weeks, twice a day. This was not explained, and I want to know the reasons for this from the treating doctor, noting that a report was attached explaining it from the security forces.\n\n\n[Arabic]:\n تم تحويلي من قوى الامن الى مستشفى الحمادي بالنزهه وتم متابعة الحمل عند الدكتوره ( هاجر عاصم حسين ) وكنت اشعر بتنمل وثقل شديد برجلي اليمنى اكثر من رجلي اليسرى وعند ابلاغهم بذلك اخبروني انه طبيعي بسبب ابرة الظهر ، وبعد اربع ايام من ولادتي حدث عندي تورم بقدمي اليمنى وتم مراجعة طوارىء الحمادي وتم اخباري بانه سوف يترتب علي دفع رسوم علاجي وانه لا يشمل تحويل قوى الامن وتم الرجوع لطوارئ قوى الامن وأخبروني أن سبب ذلك لم يتم اعطائي ابرة السيولة بعد الولادة من اجل تفادي تخثر الدم وحدث عندي تجلطات بالرجل اليمنى وتخثر بالدم وصرف لي علاج ابر سيولة لمدة سته اسابيع مرتين في اليوم لم يتم توضيح ذلك واريد معرفة اسباب ذلك من قبل الطبيبه المعالجه علما انه تم ارفاق تقرير موضح فيه من قبل قوى الامن . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-18T21:00:00Z", "due_at": "2023-03-21T07:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-18T21:00:00Z", "explanation_received_at": "2023-03-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30256873, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.10.Labor and delivery related issues" }, "timeline": { "sent": "2023-03-19 00:00:00", "closed": null, "received": "2023-03-19 10:38:00", "resolved": "2023-03-29 00:00:00", "escalated": null, "first_reminder": "2023-03-20 00:00:00" }, "imported_at": "2026-04-13T21:57:18.251686", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1031", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1031 } } }, { "model": "complaints.complaint", "pk": "e21891f2-40ed-49cc-a0b3-98fbc9a389b4", "fields": { "created_at": "2023-08-31T07:55:00Z", "updated_at": "2026-04-13T18:58:10.653Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1567", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload the weapon inspection report via the website", "description": "Failure to upload the weapon inspection report via the website\n\n[Arabic]:\nعدم رفع تقرير فحص السلاح عن طريق الموقع ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-30T21:00:00Z", "due_at": "2023-09-02T07:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-30T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-08-30T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1051749297, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-08-31 00:00:00", "closed": "2023-08-31 00:00:00", "received": "2023-08-31 10:55:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:10.644903", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1567", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1567 } } }, { "model": "complaints.complaint", "pk": "e2495632-959c-4e57-9d82-14e8b757b1ad", "fields": { "created_at": "2025-07-23T16:45:00Z", "updated_at": "2026-04-13T19:02:25.365Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "اسراء الحسن", "expected_result": "", "reference_number": "CMP-2025-07-4519", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the emergency department due to bleeding in the sixth week of pregnancy, and I waited for a while for the doctor, Dr. Israa Mohammed Al-Hassan, and then I had a vaginal ultrasound done. I waited for two hours, and then I was informed that the doctor would not be coming. I contacted her by phone, and she said that the bleeding was normal and advised me to see my private doctor to set an appointment. No medications were prescribed to stabilize the pregnancy, and it was not supposed to be", "description": "I came to the emergency department due to bleeding in the sixth week of pregnancy, and I waited for a while for the doctor, Dr. Israa Mohammed Al-Hassan, and then I had a vaginal ultrasound done. I waited for two hours, and then I was informed that the doctor would not be coming. I contacted her by phone, and she said that the bleeding was normal and advised me to see my private doctor to set an appointment. No medications were prescribed to stabilize the pregnancy, and it was not supposed to be done for a vaginal ultrasound due to my continued bleeding.\n\n[Arabic]:\nحضرتُ إلى قسم الطوارئ بسبب نزيف في الأسبوع السادس من الحمل، وانتظرت الطبيبة لفترة و هي الدكتورة أسراء محمد الحسن ، ثم أُجري لي سونار مهبلي بعد ذلك، ثم انتظرت لمدة ساعتين، ثم أُبلغت بأن الطبيبة لن تحضر، وتم التواصل معها هاتفيًا، حيث أفادت بأن النزيف طبيعي ونصحتني بمراجعة طبيبتي الخاصة لتحديد موعد ولم يتم صرف أي أدوية لتثبيت الحمل وكان من المفترض عدم إجراء سونار مهبلي نظرًا لاستمرار النزيف لدي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-25T16:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-23T16:45:00Z", "explanation_received_at": "2025-07-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4519, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "e268e01c-9ac6-4978-92c8-6a53e3d96903", "fields": { "created_at": "2022-10-05T08:04:00Z", "updated_at": "2026-04-13T18:56:16.925Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MARWA ABDUALRHMAN HUSINEI", "expected_result": "", "reference_number": "CMP-2022-10-0334", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "e0e58030-25b2-48c9-abcb-e425f119beb2", "title": "I attended on 20-08-2022 for a follow-up appointment ten days after the operation. I was not examined properly as the doctor did not remove the surgical threads or inform me to visit the clinic again, which led to an infection of the wound after a month, and the threads were removed after a month.", "description": "I attended on 20-08-2022 for a follow-up appointment ten days after the operation. I was not examined properly as the doctor did not remove the surgical threads or inform me to visit the clinic again, which led to an infection of the wound after a month, and the threads were removed after a month.\n\n[Arabic]:\nتم الحضور بتاريخ 20-08-2022 لموعد المراجعة بعد العملية بعشر ايام لم يتم الكشف علي جيدا حيث لم يتم ازالة خيوط العملية من قبل الطبيبة او ابلاغي بزيارة العيادة مرة اخرى مما ادى الى التهاب الجرح بعد شهر و تم ازالة الخيوط بعد شهر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-04T21:00:00Z", "due_at": "2022-10-07T08:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-05T21:00:00Z", "second_reminder_sent_at": "2022-10-07T21:00:00Z", "escalated_at": "2022-10-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-04T21:00:00Z", "explanation_received_at": "2022-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-08T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30216560, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2022-10-05 00:00:00", "closed": null, "received": "2022-10-05 11:04:00", "resolved": "2022-10-09 00:00:00", "escalated": "2022-10-08 00:00:00", "first_reminder": "2022-10-06 00:00:00" }, "imported_at": "2026-04-13T21:56:16.914195", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0334", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 334 } } }, { "model": "complaints.complaint", "pk": "e274372c-ab46-4267-ac34-0eec08db1370", "fields": { "created_at": "2022-10-16T16:47:00Z", "updated_at": "2026-04-13T18:56:19.369Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0397", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "While my wife was having an EEG, the door wasn't closed and the nurse didn't turn off the light. The nurse was speaking to my wife in an inappropriate and unprofessional manner.", "description": "While my wife was having an EEG, the door wasn't closed and the nurse didn't turn off the light. The nurse was speaking to my wife in an inappropriate and unprofessional manner.\n\n[Arabic]:\nأثناء قيام زوجتي بعمل تخطيط الاعصاب. لم يتم إغلاق الباب ولم تقوم الممرضه باطفاء الاضاءه . كانت الممرضة تتحدث مع زوجتي بطريقة غير لائقة وغير مهنية", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 56, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-15T21:00:00Z", "due_at": "2022-10-18T16:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-16T21:00:00Z", "second_reminder_sent_at": "2022-10-17T21:00:00Z", "escalated_at": "2022-10-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-15T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30121269, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-16 00:00:00", "closed": null, "received": "2022-10-16 19:47:00", "resolved": null, "escalated": "2022-10-23 00:00:00", "first_reminder": "2022-10-17 00:00:00" }, "imported_at": "2026-04-13T21:56:19.360135", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0397", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني تخطيط المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 397 } } }, { "model": "complaints.complaint", "pk": "e2845f80-f78f-4b5b-b3a5-07ebed3b569f", "fields": { "created_at": "2025-04-21T22:03:00Z", "updated_at": "2026-04-13T19:01:48.235Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " استقبال العيادات الخارجية", "expected_result": "", "reference_number": "CMP-2025-04-4057", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient arrived at the scheduled appointment time and waited for the doctor, but was not informed about the doctor’s absence from the clinic.", "description": "The patient arrived at the scheduled appointment time and waited for the doctor, but was not informed about the doctor’s absence from the clinic.\n\n[Arabic]:\nوصل المراجع في الموعد المحدد وانتظر الطبيب، ولكن لم يتم إبلاغه بغياب الطبيب عن العيادة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T22:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T22:03:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4057, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "e2970b56-3d1d-4625-8191-7080b3f809eb", "fields": { "created_at": "2024-07-16T12:46:00Z", "updated_at": "2026-04-13T19:00:06.880Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2706", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The health insurance company hasn't provided me with the required reports, specifically a neonatal care report for my premature baby. I'm still struggling with the insurance company's unreasonable demands and the hospital's failure to provide the necessary reports.", "description": "The health insurance company hasn't provided me with the required reports, specifically a neonatal care report for my premature baby. I'm still struggling with the insurance company's unreasonable demands and the hospital's failure to provide the necessary reports.\n\n[Arabic]:\nلم يوفر لي التقارير المطلوبة من شركة التأمين الصحي وهي تقرير حضانة لطفلي الخدج ومازلت ولم اتوصل لحل مازلت اعاني من طلبات التأمين التعجيزية وعدم توفير التقارير المطلوبة من المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-18T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-16T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-19T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30331465, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-16 15:46:00", "resolved": "2024-07-20 00:00:00", "escalated": null, "first_reminder": "2024-07-17 00:00:00" }, "imported_at": "2026-04-13T22:00:06.877756", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2706", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2706 } } }, { "model": "complaints.complaint", "pk": "e29870cd-e758-4918-b97e-8836696e6ded", "fields": { "created_at": "2025-08-25T07:32:00Z", "updated_at": "2026-04-13T19:02:36.825Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الصيدلية", "expected_result": "", "reference_number": "CMP-2025-08-4668", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Regarding the unavailability of VOTRIENT (PAZOPANIB 400MG) in the hospital pharmacy, despite its extreme importance for a cancer patient who relies on it primarily as part of his treatment plan.", "description": "Regarding the unavailability of VOTRIENT (PAZOPANIB 400MG) in the hospital pharmacy, despite its extreme importance for a cancer patient who relies on it primarily as part of his treatment plan.\n\n[Arabic]:\nبخصوص عدم توفر دواء VOTRIENT (PAZOPANIB 400MG) في صيدلية المستشفى / رغم أهميته البالغة لمريض أورام يعتمد عليه بشكل أساسي ضمن خطة علاجه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T07:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T07:32:00Z", "explanation_received_at": "2025-08-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4668, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "e335dcbb-e58b-4147-88f1-d42f65e96df4", "fields": { "created_at": "2023-02-22T07:43:00Z", "updated_at": "2026-04-13T18:57:07.717Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "FAWAZ AL HUSSAIN ", "expected_result": "", "reference_number": "CMP-2023-02-0879", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived for my appointment at 6:25 and waited for over an hour. Upon entering the clinic, I informed the doctor that I was waiting and asked him not to delay, but he refused to accept my case and declined to see me as soon as I said that.", "description": "I arrived for my appointment at 6:25 and waited for over an hour. Upon entering the clinic, I informed the doctor that I was waiting and asked him not to delay, but he refused to accept my case and declined to see me as soon as I said that.\n\n[Arabic]:\nتم حضوري على موعدي في الساعه 6:25 وتم انتظاري اكثر من ساعه وعند دخولي الى العياده تم ابلاغ الدكتور بانتظاري ورجوت منه عدم التاخير لم يستلم حالتي وتعذر عن استقبالي بمجرد قولي ذلك ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-21T21:00:00Z", "due_at": "2023-02-24T07:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-21T21:00:00Z", "explanation_received_at": "2023-02-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30201270, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.3.Patient admission refusal" }, "timeline": { "sent": "2023-02-22 00:00:00", "closed": null, "received": "2023-02-22 10:43:00", "resolved": "2023-02-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.709520", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0879", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 879 } } }, { "model": "complaints.complaint", "pk": "e33ad639-241e-4321-aff5-ca0895b4bcdb", "fields": { "created_at": "2022-10-09T10:04:00Z", "updated_at": "2026-04-13T18:56:17.842Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0347", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment at Al-Nuzha Clinic with Dr. Ayman Zuhair at 11:10 AM. Upon arrival, I was delayed by reception staff who were updating my information (I don't know why). After they finished and I was referred to the doctor, I waited outside the door for 10 minutes. The nurse told me to wait until the patient left, but I was surprised to find there was no patient and the doctor wasn't there. It was around 11:45 AM. I asked to cancel the appointment and went to the administration to arrange a", "description": "I had an appointment at Al-Nuzha Clinic with Dr. Ayman Zuhair at 11:10 AM. Upon arrival, I was delayed by reception staff who were updating my information (I don't know why). After they finished and I was referred to the doctor, I waited outside the door for 10 minutes. The nurse told me to wait until the patient left, but I was surprised to find there was no patient and the doctor wasn't there. It was around 11:45 AM. I asked to cancel the appointment and went to the administration to arrange an appointment for me with Dr. Omar, the head of the dental department, and send it to me. Unfortunately, I haven't received any update or any attention to this day. This is my number: 0560056360.\n\n[Arabic]:\nكان عندي موعد في النزهة مع الدكتور ايمن زهير الساعه ١١ وعشرة دقائق وبعد الوصول تم التأخير من قبل\nالاستقبال بتحديث البيانات لا أدري المهم بعد الانتهاء وتحويل للدكتور انتظرت أمام الباب ١٠ دقائق والممرضه\nتقول لي انتظر بعد خروج المريض و أتفاجأ بعدم وجود مريض والدكتور غير موجود والساعة كانت بحدود ١١ و٤٥\nدقيقة وطلبت إلغاء الموعد وذهبت إلى الإدارة على اساس يجهزولي موعد مع دكتو عمر رئيس القسم الأسنان\nويرسلولي اياه لكن للأسف لليوم ماجاني تحديث للموعد او اي اهتمام. هذا رقمي 0560056360 للتواصل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-08T21:00:00Z", "due_at": "2022-10-11T10:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-10-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30017325, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-10-09 00:00:00", "closed": "2022-10-09 00:00:00", "received": "2022-10-09 13:04:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.837922", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0347", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 347 } } }, { "model": "complaints.complaint", "pk": "e358d4a1-77bf-4658-8150-567a01ed5142", "fields": { "created_at": "2023-04-09T09:34:00Z", "updated_at": "2026-04-13T18:57:28.278Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Maad Faisal Al Saati", "expected_result": "", "reference_number": "CMP-2023-04-1142", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was diagnosed with a knee injury, but I have pain in my hip. I was examined clinically, and it was determined that the pain is in my hip, yet the doctor recorded in the medical report that the injury is in the knee. I went for imaging and paid an amount of 135 SAR. When I inquired with the imaging staff, they clarified that the imaging was specific to the knee. I also went to a physical therapy center, where I was examined clinically and it was determined that the injury is in the hip, and I n", "description": "I was diagnosed with a knee injury, but I have pain in my hip. I was examined clinically, and it was determined that the pain is in my hip, yet the doctor recorded in the medical report that the injury is in the knee. I went for imaging and paid an amount of 135 SAR. When I inquired with the imaging staff, they clarified that the imaging was specific to the knee. I also went to a physical therapy center, where I was examined clinically and it was determined that the injury is in the hip, and I need physical therapy. However, the insurance company refused coverage because the medical report from Dr. Maed Al-Sahat differs from the injury.\n\n[Arabic]:\nتم تشخيصي بالإصابة بالركبة وانا عندي الالم في الورك وتم فحصي سريريا وتبين أن الالم في الورك لكن الطبيب سجل في التقرير الطبي أن الإصابة في الركبة وتوجهت إلى الاشعه وتم دفع مبلغ ١٣٥ ريال وبعد أن استفسرت من موظفة الاشعه تم التوضيح لي بأن الاشعه خاصة بالركب . كما انني توجهت إلى مركز علاج طبيعي وتم فحصي سريريا وتبين أن الاصابه في الورك واحتاج الى علاج طبيعي ولكن تم الرفض من قبل شركة التأمين لان التقرير الطبي من د. معد الساعات مختلف عن الإصابة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-08T21:00:00Z", "due_at": "2023-04-11T09:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-14T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-08T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-10T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30056336, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-04-09 00:00:00", "closed": "2023-05-11 00:00:00", "received": "2023-04-09 12:34:00", "resolved": null, "escalated": null, "first_reminder": "2023-04-15 00:00:00" }, "imported_at": "2026-04-13T21:57:28.264897", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1142", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1142 } } }, { "model": "complaints.complaint", "pk": "e3661d94-5f1f-43c7-9a1a-f3debd165425", "fields": { "created_at": "2024-04-30T15:38:00Z", "updated_at": "2026-04-13T18:59:38.529Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2420", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to introduce myself as the father of the 8-month-old child, Hamza, who was brought to the hospital last Wednesday for a minor surgery performed by Dr. Abdulhakim Al-Ottay\n\nIt never crossed my mind when I entrusted my son to OR Nurses that he would become a training doll for practicing intravenous line insertion (cannulation). When I saw my little one in the recovery room, I couldnt imagine the amount of pain and suffering he had endured alone, helpless and powerless. His limbs, both", "description": "I would like to introduce myself as the father of the 8-month-old child, Hamza, who was brought to the hospital last Wednesday for a minor surgery performed by Dr. Abdulhakim Al-Ottay\n\nIt never crossed my mind when I entrusted my son to OR Nurses that he would become a training doll for practicing intravenous line insertion (cannulation). When I saw my little one in the recovery room, I couldnt imagine the amount of pain and suffering he had endured alone, helpless and powerless. His limbs, both upper and lower, and even his neck were filled with needle punctures, with discoloration indicating numerous attempts to insert the intravenous line.\n\nThe minutes of fear, pain, and suffering that my child went through left a wound in my soul that has not healed since then.\n\nI understand the difficulty of inserting intravenous lines in infants, but under no circumstances should the attempts exceed two or three, especially in the hands of operating room experts. Particularly because a blood sample was taken for preoperative tests without any difficulty, and he had been hospitalized 3 months prior to that without any memorable difficulties in intravenous line insertion.\n\nI am writing this complaint to investigate the causes of this incident, identify the responsible party, and hold them accountable in a manner befitting the reputation and name of the hospital, to prevent its recurrence and to restore the patients confidence in the hospital and its staff.\n\nAttached are photos of the needle punctures on the right and left arms, hands, legs, and neck from both sides.\n\n[Arabic]:\nأود أن أقدم نفسي كأب للطفل حمزة، الذي يبلغ من العمر 8 أشهر، والذي تم إحضاره إلى المستشفى يوم الأربعاء الماضي لإجراء جراحة بسيطة بواسطة الدكتور عبد الحكيم العتي.\n\nلم يخطر على بالي عندما وثقت بابني لممرضات غرفة العمليات أنه سيصبح دمية تدريب لممارسة إدخال الخط الوريدي (الكانيولا). عندما رأيت صغيري في غرفة الإفاقة، لم أستطع تخيل مقدار الألم والمعاناة التي تحملها بمفرده، عاجزًا عن المساعدة. كانت أطرافه، العلوية والسفلية، بل وحتى رقبته مليئة بوخزات الإبر، مع تغير لون يدل على محاولات عديدة لإدخال الخط الوريدي.\n\nلقد تركت دقائق الخوف والألم والمعاناة التي مر بها طفلي جرحًا في نفسي لم يلتئم منذ ذلك الحين.\n\nأفهم صعوبة إدخال الخطوط الوريدية في الرضع، ولكن تحت أي ظرف من الظروف يجب ألا تتجاوز المحاولات اثنين أو ثلاثة، خصوصًا في أيدي خبراء غرفة العمليات. خاصةً لأن عينة دم قد تم سحبها للاختبارات ما قبل العمليات دون أي صعوبة، وقد تم تنويمه قبل 3 أشهر دون أي صعوبات ملحوظة في إدخال الخط الوريدي.\n\nأكتب هذه الشكوى للتحقيق في أسباب هذه الحادثة، وتحديد المسؤول عنها، ومحاسبته بطريقة تليق بسمعة واسم المستشفى، لمنع تكرارها واستعادة ثقة المرضى في المستشفى وطواقمه.\n\nمرفق صور لوخزات الإبر في الذراعين الأيمن والأيسر، واليدين، والساقين، والرقبة من الجانبين.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 183, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-29T21:00:00Z", "due_at": "2024-05-02T15:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-04T21:00:00Z", "second_reminder_sent_at": "2024-05-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-05-05T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30292654, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-04-30 00:00:00", "closed": "2024-05-06 00:00:00", "received": "2024-04-30 18:38:00", "resolved": null, "escalated": null, "first_reminder": "2024-05-05 00:00:00" }, "imported_at": "2026-04-13T21:59:38.521011", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2420", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض قسم العمليات", "main": "التمريض" }, "original_complaint_num": 2420 } } }, { "model": "complaints.complaint", "pk": "e3eb79cd-ac53-4718-b2ed-4956dfe57075", "fields": { "created_at": "2022-09-21T09:43:00Z", "updated_at": "2026-04-13T18:56:07.236Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0240", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I received a prescription from the doctor for three months, and when I went to the pharmacy, I was given a prescription for only one month. I was unaware of this until the prescription expired and I visited an external pharmacy. They informed me that the medication was dispensed for three months and that I could not be given a prescription after one month. I then went back to the pharmacy at Al-Hammadi Hospital and was told that the medication was unavailable and that my condition required me to", "description": "I received a prescription from the doctor for three months, and when I went to the pharmacy, I was given a prescription for only one month. I was unaware of this until the prescription expired and I visited an external pharmacy. They informed me that the medication was dispensed for three months and that I could not be given a prescription after one month. I then went back to the pharmacy at Al-Hammadi Hospital and was told that the medication was unavailable and that my condition required me to take the medication as soon as possible.\n\n[Arabic]:\nتم اخذ وصفه من الدكتور لمدة ثلاث اشهر وعند الذهاب للصيدليه تم اعطائي وصفه لشهر واحد فقط ولم يكن لدي علم الا عند انتهاء الوصفه وزيارة صيدليه خارجيه تم اخباري من قبلهم ان الدواء مصروف لمدة ثلاث اشهر ولا يمكن اعطائي وصفه بعد شهر حيث تم الرجوع للصيدليه لدى مستشفى الحمادي وتم اخباري بعدم توفر الدواء وحالتي تستلزم اخذ العلاج باقرب وقت .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-23T09:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30029141, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-21 12:43:00", "resolved": "2022-09-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:07.227194", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0240", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 240 } } }, { "model": "complaints.complaint", "pk": "e4045fc2-af49-400d-a48d-81440e4f905f", "fields": { "created_at": "2025-04-23T11:24:00Z", "updated_at": "2026-04-13T19:01:48.503Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4067", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Error in entering the sick leave date.", "description": "Error in entering the sick leave date.\n\n[Arabic]:\nخطا بإدخال تاريخ الاجازة المرضيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "mrm.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-25T11:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-23T11:24:00Z", "explanation_received_at": "2025-04-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mrm.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4067, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "e40b9b9b-741d-4117-a974-53c5746bd8c8", "fields": { "created_at": "2023-08-07T15:21:00Z", "updated_at": "2026-04-13T18:58:08.465Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. AZZA JAFFAR BASHIR MOHAMED", "expected_result": "", "reference_number": "CMP-2023-08-1498", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "Dr. Azza refused to admit the patient.", "description": "Dr. Azza refused to admit the patient.\n\n[Arabic]:\nرفضت الدكتورة عزة استقبال المريضة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-08T21:00:00Z", "due_at": "2023-08-09T15:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-08-09T21:00:00Z", "second_reminder_sent_at": "2023-08-09T21:00:00Z", "escalated_at": "2023-08-11T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-08-08T21:00:00Z", "explanation_received_at": "2023-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30152492, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.1.Appointment scheduling refusal" }, "timeline": { "sent": "2023-08-09 00:00:00", "closed": null, "received": "2023-08-07 18:21:00", "resolved": "2023-09-18 00:00:00", "escalated": "2023-08-12 00:00:00", "first_reminder": "2023-08-10 00:00:00" }, "imported_at": "2026-04-13T21:58:08.454277", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1498", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1498 } } }, { "model": "complaints.complaint", "pk": "e413a613-f793-48f5-bfd6-2c99b147318c", "fields": { "created_at": "2025-12-25T11:02:00Z", "updated_at": "2026-04-13T19:03:25.331Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RANA AL MAWAH", "expected_result": "", "reference_number": "CMP-2025-12-5520", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's sister reports that she was treated in an incomplete manner by the medical approvals staff.", "description": "The patient's sister reports that she was treated in an incomplete manner by the medical approvals staff.\n\n[Arabic]:\nتفيد اخت المريضه بانه تم التعامل معها من قبل موظفات الموافقات الطبيه بأسلوب غير منهي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-27T11:02:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-25T11:02:00Z", "explanation_received_at": "2025-12-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5520, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "e4200c31-db53-438b-9503-dc256ede5b8c", "fields": { "created_at": "2024-02-29T14:48:00Z", "updated_at": "2026-04-13T18:59:19.764Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr SHAIMAA ALY AHMED GENEDY", "expected_result": "", "reference_number": "CMP-2024-02-2244", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "61ee9887-2e3b-4ffa-aa0c-558b869abad7", "title": "I am submitting a complaint regarding the neglect and lack of professionalism that my mother was subjected to by a group of ICU doctors and some nurses during her stay in the Intensive Care Unit at the hospital. She suffered a stroke on Tuesday, 2024-2-13, and was brought to the Emergency Department. Based on the emergency doctor’s recommendation, she was admitted to the ICU at حوالي one o’clock at night. I met the on-duty ICU doctor who examined my mother, and her condition was stable and she w", "description": "I am submitting a complaint regarding the neglect and lack of professionalism that my mother was subjected to by a group of ICU doctors and some nurses during her stay in the Intensive Care Unit at the hospital. She suffered a stroke on Tuesday, 2024-2-13, and was brought to the Emergency Department. Based on the emergency doctor’s recommendation, she was admitted to the ICU at حوالي one o’clock at night. I met the on-duty ICU doctor who examined my mother, and her condition was stable and she was speaking normally and comfortably.\nWhen I entered the ICU at six in the morning, I found my mother suffering from severe cold repeatedly. I asked her whether the doctor had checked on her during the night, and she replied no. I then went to the on-duty doctor myself, and to my surprise, she did not know anything about my mother’s condition. I asked her to go and see my mother, and she prescribed a painkiller for headache and medication for nausea. I was shocked that the doctor had not checked on the patients during the night.\nAfter discharging my mother from the ICU under my responsibility, I requested a medical report about her condition. Dr. Sayed told me to follow up with the doctor responsible for her, Dr. Shaimaa Ali. I visited her on Saturday morning; her office was closed. I knocked and waited for a long time. After a while, I was surprised to find that she was inside the room and did not have any patient. I requested a report about my mother’s condition and informed her that the ICU doctor had directed me to follow up with her, but she categorically refused to provide any report and asked me to go to reception and pay for a new consultation. I informed her that what she was saying was incorrect and unreasonable. During the conversation and while discussing my mother’s medical condition, she was making a phone call to a domestic workers office and interrupted me in a provocative and careless manner to continue her phone call, which was unrelated to work and during working hours, speaking about a personal matter related to her home.\n\n[Arabic]:\nأتقدم إليكم بشكوى عن ما تعرضت له والدتي من الإهمال وعدم التصرف بمهنية من قِبل مجموعة من أطباء\nالعناية وبعض الممرضات أثناء تواجدها في العناية المركزة في المستشفى. حيث أنها تعرضت لجلطة دماغية في\nيوم الثلاثاء الموافق 2024-2-13 وتم إحضارها للطوارئ وبناء على توصية طبيب الطوارئ أدخلت للعناية المركزة\nبحدود الساعة الواحدة ليلا،ً وقد قابلت الدكتورة المناوبة في العناية المركزة والتي فحصت والدتي وكان وضعها\nالصحي مستقر وتتحدث بشكل عادي ومريح، وعند دخولي العناية في الساعة السادسة صباحاً وجدت والدتي تعاني من البرد الشديد، بشكل متكرر وسألت والدتي عما اذا كانت الطبيبه مرت عليها اثناء الليل وردت بالنفي!\nبعد ذلك قمت انا بالذهاب للطبيبة المناوبة وكانت المفاجأة أنها لا تعلم عن وضع والدتي أي شيء!! وطلبت منها الذهاب لوالدتي والتي صرفت لها مسكن للصداع، وعلاج للغثيان، وكان تعجبي أن الطبيبة لم تمر على المرضى ليلا!!\nوبعد إخراج والدتي من العناية على مسؤوليتي طلبت تقرير بحالتها الصحية فأخبرني الطبيب/ سيد\nبمراجعة الطبيبة المسؤولة عنها وهي شيماء علي وقد راجعتها صباح يوم السبت وكانت مغلقه مكتبها وطرقت\nالباب و إنتظرت طويلاً وبعد فترة تفاجأت أنها موجودة في الغرفة وليس لديها مريض ؟ وطلبت منها تقرير بوضع\nوالدتي وان طبيب العناية ابلغني بمراجعتها لكنها رفضت بشكل قاطع إعطائي أي تقرير عن حالة والدتي وطلبت مني أن اتوجه للاستقبال لتسديد كشف جديد !!! ابلغتها ان كلامها غير صحيح وغير معقول وأثناء الحديث معها\nومناقشة وضع والدتي الصحي كانت تجري مكالمة مع مكتب للشغالات وقطعت حديثي بشكل مستفز وغير مبالية\nبوجودي لتستمر في مكالمتها الهاتفية التي هي خارج نطاق العمل ووقت العمل لتتحدث بأمر خاص بمنزلها !\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 14, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-01T21:00:00Z", "due_at": "2024-03-02T14:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-01T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-01T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30116435, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional\nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2024-03-02 00:00:00", "closed": null, "received": "2024-02-29 17:48:00", "resolved": "2024-03-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:19.758702", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2244", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات المخ والأعصاب", "main": "الطبي" }, "original_complaint_num": 2244 } } }, { "model": "complaints.complaint", "pk": "e43ef4c8-7cf7-41dc-8471-c2596b96ee97", "fields": { "created_at": "2023-04-27T15:06:00Z", "updated_at": "2026-04-13T18:57:30.523Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-04-1188", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in delivering the reports.", "description": "Delay in delivering the reports.\n\n[Arabic]:\nتأخير في تسليم التقارير ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-26T21:00:00Z", "due_at": "2023-04-29T15:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-26T21:00:00Z", "explanation_received_at": "2023-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30224676, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-04-27 00:00:00", "closed": null, "received": "2023-04-27 18:06:00", "resolved": "2023-04-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:30.520122", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1188", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1188 } } }, { "model": "complaints.complaint", "pk": "e4814501-836b-4cca-aef8-febd471cfb9c", "fields": { "created_at": "2023-07-25T15:29:00Z", "updated_at": "2026-04-13T18:57:59.802Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1461", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My baby is 40 days old and needed blood for his circumcision. At the lab, the staff couldn't draw the blood after several attempts, so he was transferred to the fourth floor, the pediatric ward. Upon returning home, we discovered he had bruises on three fingers due to the inhumane treatment during the blood draw. I wasn't even allowed to accompany my baby.", "description": "My baby is 40 days old and needed blood for his circumcision. At the lab, the staff couldn't draw the blood after several attempts, so he was transferred to the fourth floor, the pediatric ward. Upon returning home, we discovered he had bruises on three fingers due to the inhumane treatment during the blood draw. I wasn't even allowed to accompany my baby.\n\n[Arabic]:\nطفلي عمره ٤٠ يوم وطلب سحب دم لعميله الختان وفي المخبر لم يستطع الكادر الموجود سحب الدم بعد عده محاولات ثم تم تحويله الى الطابق الرابع قسم الاطفال وعند العوده للمنزل اكتشفنا وجود ازرقاق بثلاث اصابع نتيجه المعامله الغير إنسانيه اثناء سحب الدم علما بانه لم يسمح لي بمرافقه طفلي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-24T21:00:00Z", "due_at": "2023-07-27T15:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-24T21:00:00Z", "explanation_received_at": "2023-08-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-07T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30272889, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.3.Rough treatment" }, "timeline": { "sent": "2023-07-25 00:00:00", "closed": null, "received": "2023-07-25 18:29:00", "resolved": "2023-08-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:59.800228", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1461", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1461 } } }, { "model": "complaints.complaint", "pk": "e4b0bd37-3ca6-4bd0-995e-4ac0e2851577", "fields": { "created_at": "2023-11-12T17:09:00Z", "updated_at": "2026-04-13T18:58:42.996Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1839", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to submit approval for dispensing medications to the insurance company on 10/10/2023", "description": "Failure to submit approval for dispensing medications to the insurance company on 10/10/2023\n\n[Arabic]:\nعدم رفع موافقه لصرف الادوية الى شركة التامين 10/10/2023", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-12T21:00:00Z", "due_at": "2023-11-14T17:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-12T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30272284, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-13 00:00:00", "closed": null, "received": "2023-11-12 20:09:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.992523", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1839", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1839 } } }, { "model": "complaints.complaint", "pk": "e4b4270a-a39a-4d52-bfb3-f738a77ead01", "fields": { "created_at": "2023-04-02T21:20:00Z", "updated_at": "2026-04-13T18:57:27.736Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Yousef El Nemrawi", "expected_result": "", "reference_number": "CMP-2023-04-1125", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "I was seen by the doctor and requested Ozempic injections. The doctor told me the hospital did not have them and that he would order tests and analyses for me. I told him I did not need them if the medication was not available, and I left the clinic to request a refund. The clinic manager then told me I could not get a refund because the doctor had saved my consultation record, even though I had already explained this to the doctor.", "description": "I was seen by the doctor and requested Ozempic injections. The doctor told me the hospital did not have them and that he would order tests and analyses for me. I told him I did not need them if the medication was not available, and I left the clinic to request a refund. The clinic manager then told me I could not get a refund because the doctor had saved my consultation record, even though I had already explained this to the doctor.\n\n[Arabic]:\nتم دخولي للدكتور وطلب ابر الاوزمبك وتم اخباري من قبل الطبيب بعدم توفرها لدى المستشفى وانه سوف يقوم بطلب فحوصات وتحاليل لي فاخبرته بعدم حاجتي له اذا لم يتوفرالدواء وتم خروجي من العياده لاسترجاع المبلغ ولكن يتم اخباري من قبل مدير العيادات بعدم امكاني بالاسترجاع لان الطبيب قام بحفظ الكشفيه علما انه تم التوضيح سابقا للطبيب .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "24433748-9854-4cfe-9e32-65f4fb70c5c1", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-04T21:00:00Z", "due_at": "2023-04-04T21:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-04T21:00:00Z", "explanation_received_at": "2023-04-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2023-04-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30261471, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.6.Unnecessary health services" }, "timeline": { "sent": "2023-04-05 00:00:00", "closed": null, "received": "2023-04-03 00:20:00", "resolved": "2023-04-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:27.730032", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1125", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1125 } } }, { "model": "complaints.complaint", "pk": "e4d48264-7be6-40af-b0e6-54b2ce1b9e15", "fields": { "created_at": "2024-10-24T13:15:00Z", "updated_at": "2026-04-13T19:00:39.408Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12978-MARWA OSMAN ZAKI ", "expected_result": "", "reference_number": "CMP-2024-10-3081", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am filing a complaint against Dr. Marwa Zaki and requesting psychological and financial compensation. After my discharge from the hospital following the procedure, the stitching was done in a very noticeable way, which I was dissatisfied with. I informed the doctor of this, but she disregarded it, believing it was merely cosmetic and had no symptoms or health consequences. Later, when I returned for a follow-up appointment, she still didn't care about the appearance. During my second pregnancy", "description": "I am filing a complaint against Dr. Marwa Zaki and requesting psychological and financial compensation. After my discharge from the hospital following the procedure, the stitching was done in a very noticeable way, which I was dissatisfied with. I informed the doctor of this, but she disregarded it, believing it was merely cosmetic and had no symptoms or health consequences. Later, when I returned for a follow-up appointment, she still didn't care about the appearance. During my second pregnancy, I was unwell from beginning to end and was forced to lie on my back and prevented from moving. The placenta was in a critical condition. I consulted with several hospitals and doctors, all of whom agreed on a high risk of hemorrhage and even death. I signed consent forms at multiple hospitals to this effect. After consulting with several other doctors at different hospitals, they all refused to consider my case due to its complexity. Finally, Dr. Salman, the head of the obstetrics and gynecology department at King Fahd Medical City, accepted my case and performed the surgery with several consultants. Before the operation, I signed consent forms for the removal of my uterus and ovaries, acknowledging the risk of death. I was psychologically devastated. During the surgery, I experienced severe bleeding, and the problematic part of the previous stitching (Dr. Marwa's stitching) was removed. Upon leaving the operating room, all the consultants agreed that all the difficulties I experienced were due to the previous stitching and the resulting tissue expansion and separation, which made my uterus very fragile and prone to rupture. Thank God, I and my baby survived, but now I am unable to conceive. My uterus has problems, and I am suffering both psychologically and physically due to the previous negligence or lack of concern shown by the doctor. I request an investigation and a response as soon as possible.\n\n[Arabic]:\n اتوجه بالشكوى على الدكتورة مروى زكي واطلب التعويض النفسي والمادي حيث انه بعد خروجي من المستشفى وبعد العملية تم عمل خياطة بطريقه واضحه جدا ولم اكن راضيه وابلغت الطبيبه بذلك ولكن لم تكن مباليه به واعتقدت ان ذلك فقط على الشكل الخارجي وليس له اعراض او عواقب صحيه فيما بعد حضرت للمراجعة ولم تهتم بالمنظر الخارجي وعند حملي الثاني من بدايته لنهاية انا تعبانه وتم اجباري بالنوم على الظهر ومنع من الحركة\nكل الوقت فكانت المشيمة في اخطر حالاتها حيث قمت بالفحص في اكثر من مستشفى ولدى اكثر من طبيب والجميع اجمعوا على وجود احتمال كبير بالنزيف حتى الموت وقمت بالتوقيع على ذلك لدى اكثر من مستشفى وبعد توجهي لعدة اطباء في مستشفيات مختفلة ايضا الجميع يرفضون حالتي لصعوبتها وتم استقبال حالتي من رئيس قسم النساء د سلمان في مدينة الملك فهد الطبية وقام بعمليتي مع عدة استشاريين وقبل ادخل العملية وقعت على ازالة الرحم والمبايض واحتمال الوفاة وكنت محطمة نفسيا ووقت العملية حصل لي نزيف شديد وتم استئصال الجزء التعبان من الخياطة السابقة (خياطة دكتورة مروى ) وعند الخروج من العملية اتفق جميع الاستشاريين ان كل المصاعب اللي مريت فيها بسبب الخياطه السباقه لي ووجود توسع وتباعد في الانسجة مما جعل الرحم خفيف جدًا ويتمزق والحمدالله ربي سلمني وسلم طفلتي ولكن الان تم منعي من الحمل\nوالرحم عندي به مشاكل وانا اعاني نفسيا وجسديا بسبب اهمال سابق او عدم مبالاه كم قبل الطبيبه .. ارجو التحقيق والافاده باقرب وقت ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-23T21:00:00Z", "due_at": "2024-10-26T13:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-25T21:00:00Z", "second_reminder_sent_at": "2024-10-26T21:00:00Z", "escalated_at": "2024-10-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-23T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30133551, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-10-24 00:00:00", "closed": null, "received": "2024-10-24 16:15:00", "resolved": null, "escalated": "2024-10-27 00:00:00", "first_reminder": "2024-10-26 00:00:00" }, "imported_at": "2026-04-13T22:00:39.404854", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3081", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 3081 } } }, { "model": "complaints.complaint", "pk": "e50a6954-55ae-4dee-bfda-5b57d9d7853f", "fields": { "created_at": "2025-06-04T14:31:00Z", "updated_at": "2026-04-13T19:02:09.410Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الموافقات الطبيه ", "expected_result": "", "reference_number": "CMP-2025-06-4256", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in submitting the insurance request for the patient’s surgery.", "description": "Delay in submitting the insurance request for the patient’s surgery.\n\n[Arabic]:\nتاخير في رفع طلب التامين لعملية المريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-06T14:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-04T14:31:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4256, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "e549ebda-fd53-4529-b9ef-e47f059cc682", "fields": { "created_at": "2022-10-12T07:47:00Z", "updated_at": "2026-04-13T18:56:18.514Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0374", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The husband's medical examination was done a year ago and the application is still pending as I cannot submit the new application unless the previous application is cancelled.", "description": "The husband's medical examination was done a year ago and the application is still pending as I cannot submit the new application unless the previous application is cancelled.\n\n[Arabic]:\nتم عمل فحص الزوج قبل سنه ومازال الطلب معلق حيث لا استطيع ادخال الطلب الجديد الا بالغاء الطلب السابق . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-11T21:00:00Z", "due_at": "2022-10-14T07:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-11T21:00:00Z", "explanation_received_at": "2022-10-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30152460, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2022-10-12 00:00:00", "closed": null, "received": "2022-10-12 10:47:00", "resolved": "2022-10-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.502286", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0374", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 374 } } }, { "model": "complaints.complaint", "pk": "e55ae6ff-96a9-4100-a298-74d90ed4cf81", "fields": { "created_at": "2024-06-29T10:11:00Z", "updated_at": "2026-04-13T18:59:57.889Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RAKAN ALGHRAIMIL", "expected_result": "", "reference_number": "CMP-2024-06-2622", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We communicated with the duty manager and agreed on a specific amount. However, during the discharge process, we were informed that there were additional charges.", "description": "We communicated with the duty manager and agreed on a specific amount. However, during the discharge process, we were informed that there were additional charges.\n\n[Arabic]:\nتم التواصل مع المدير المناوب والاتفاق علىى مبلغ معين وبعد واثناء الخروج تم افادتنا بوجود مبالغ اضافيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-28T21:00:00Z", "due_at": "2024-07-01T10:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-28T21:00:00Z", "explanation_received_at": "2024-06-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-28T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211059, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2024-06-29 00:00:00", "closed": null, "received": "2024-06-29 13:11:00", "resolved": "2024-06-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:57.877460", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2622", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 2622 } } }, { "model": "complaints.complaint", "pk": "e58f16af-26f4-49f9-ad07-05d866cfedae", "fields": { "created_at": "2025-08-31T11:03:00Z", "updated_at": "2026-04-13T19:02:37.576Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "المواقات الطبيبة", "expected_result": "", "reference_number": "CMP-2025-08-4705", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited the hospital more than once and they did not help me to raise the insurance and that my insurance does not include it. I contacted the insurance and they informed me that the insurance does include it. I want to know the problem", "description": "I visited the hospital more than once and they did not help me to raise the insurance and that my insurance does not include it. I contacted the insurance and they informed me that the insurance does include it. I want to know the problem\n\n[Arabic]:\nقمت بمراجعة المستشفى اكثر من مرة ولم يفيدني برفع التأمين وان تأميني لا يشمل وتم التواصل مع التأمين وافادني بأن التأمين يشمل ؟ اريد معرفه الخلل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-02T11:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-31T11:03:00Z", "explanation_received_at": "2025-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4705, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "e59e7c1b-e543-456f-aa3a-fb04db43e286", "fields": { "created_at": "2025-01-25T14:14:00Z", "updated_at": "2026-04-13T19:01:14.120Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3602", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A appointment was scheduled for the patient, but the doctor's schedule was changed without informing the patient about the modification.\n\n\n\n", "description": "A appointment was scheduled for the patient, but the doctor's schedule was changed without informing the patient about the modification.\n\n\n\n\n\n[Arabic]:\nتم حجز موعد للمريضة، وتم تعديل جدول الطبيب دون إبلاغ المراجعة بذلك \n\n\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-27T14:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-25T14:14:00Z", "explanation_received_at": "2025-01-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3602, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "e5b28c83-58b0-4abc-bcc0-9f705d4943f2", "fields": { "created_at": "2025-10-10T14:45:00Z", "updated_at": "2026-04-13T19:03:00.723Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5058", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The sample was not delivered to the lab in a timely manner.", "description": "The sample was not delivered to the lab in a timely manner.\n\n[Arabic]:\nلم يتم تسليم العينه للمختبر في الوقت المناسب ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-12T14:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-10T14:45:00Z", "explanation_received_at": "2025-10-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5058, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "e6010fd2-87c9-4fe0-a681-8555ec129a21", "fields": { "created_at": "2023-12-19T07:12:00Z", "updated_at": "2026-04-13T18:58:55.108Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED ALMANASEER ", "expected_result": "", "reference_number": "CMP-2023-12-1964", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child, Muhammad Abdulrahman Al-Harbi, was born and examined by Dr. Muhammad Saad Al-Manasir. He was visited again after 7 days and again after a month, and the doctor did not mention that the child's testicles were not in their normal position. After visiting another hospital, we were informed that there was a problem with the reproductive organs and that we should consult the treating physician, as I was informed of another diagnosis and the need to do what is necessary to treat the child a", "description": "The child, Muhammad Abdulrahman Al-Harbi, was born and examined by Dr. Muhammad Saad Al-Manasir. He was visited again after 7 days and again after a month, and the doctor did not mention that the child's testicles were not in their normal position. After visiting another hospital, we were informed that there was a problem with the reproductive organs and that we should consult the treating physician, as I was informed of another diagnosis and the need to do what is necessary to treat the child and the medical intervention required for his condition. We await your response, noting that the report explaining the child's condition has been attached. Please review it.\n\n[Arabic]:\n تم ولاده الطفل محمد عبدالرحمن الحربي و تم الكشف عليه من قبل الدكتور محمد سعد المناصير و تم الزياره بعد 7 ايام ايضا و بعد شهر ولم يذكر لنا الطبيب ان خصيتين الطفل لم تكن في مكانها الطبيعي ، وبعد مراجعة مستشفى اخر تم ابلاغنا بوجود مشكله في الاعضاء التناسليه ويجب مراجعة الطبيب المعالج للحاله حيث انه تم ابلاغي بتشخيص اخر بضرورة القيام بما يلزم في علاج الطفل والتدخل الطبي بما يلزم حالته انتظار الرد من قبلكم علما انه تم ارفاق التقرير يوضح حالة الطفل ارجو الاطلاع عليه .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-18T21:00:00Z", "due_at": "2023-12-21T07:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-12-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-18T21:00:00Z", "explanation_received_at": "2023-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30211081, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2023-12-19 00:00:00", "closed": null, "received": "2023-12-19 10:12:00", "resolved": "2023-12-21 00:00:00", "escalated": null, "first_reminder": "2023-12-20 00:00:00" }, "imported_at": "2026-04-13T21:58:55.102422", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1964", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 1964 } } }, { "model": "complaints.complaint", "pk": "e603e1f6-d373-4d8b-a61e-fee77038599a", "fields": { "created_at": "2024-11-13T17:26:00Z", "updated_at": "2026-04-13T19:00:49.414Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3155", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I booked an appointment for an X-ray with Dr. Maram on the 11th. When I arrived for the appointment, I was informed that the doctor was on leave for the day. I did not receive any call or message beforehand informing me of the cancellation of my appointment with her. When I requested the earliest appointment, I was informed that the earliest appointment was after a month, which delayed my treatment plan. Please advise me on the response.", "description": "I booked an appointment for an X-ray with Dr. Maram on the 11th. When I arrived for the appointment, I was informed that the doctor was on leave for the day. I did not receive any call or message beforehand informing me of the cancellation of my appointment with her. When I requested the earliest appointment, I was informed that the earliest appointment was after a month, which delayed my treatment plan. Please advise me on the response.\n\n[Arabic]:\n حجزت موعد للأشعة مع دكتورة مرام و في تاريخ ١١ وعندما حضرت ع الموعد وتم ابلاغي وقت حضوري ان الدكتوره اجازه يوم ولم يصلني قبلها اي اتصال او رسالة تفيدني بإلغاء موعدي معها وعند طلبي لأقرب موعد تم افادتي ان اقرب موعد بعد شهر مما اخر خطتي العلاجية ارجو إفادتي بالرد.. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 93, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-13T21:00:00Z", "due_at": "2024-11-15T17:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-13T21:00:00Z", "second_reminder_sent_at": "2024-11-13T21:00:00Z", "escalated_at": "2024-11-17T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-11-13T21:00:00Z", "explanation_received_at": "2024-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-27T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30349687, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2024-11-14 00:00:00", "closed": null, "received": "2024-11-13 20:26:00", "resolved": "2024-11-28 00:00:00", "escalated": "2024-11-18 00:00:00", "first_reminder": "2024-11-14 00:00:00" }, "imported_at": "2026-04-13T22:00:49.411153", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3155", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال الأشعة", "main": "الإداري" }, "original_complaint_num": 3155 } } }, { "model": "complaints.complaint", "pk": "e63ec5bf-0d61-4437-8c97-c5b2671824bc", "fields": { "created_at": "2023-12-30T11:14:00Z", "updated_at": "2026-04-13T18:58:56.975Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "MESHAEL ALDAWSARI", "expected_result": "", "reference_number": "CMP-2023-12-2019", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "After entering the patient's file number and obtaining a waiting number, and after 45 minutes we arrived at window 3 in the pharmacy, the employee Mashael Al-Dossari claimed that the prescription was rejected and that approvals had to be reviewed. Upon reviewing them, it became clear that the delay in approval was only for one medication and the rest of the medications were accepted. I told them that I had no objection to paying for this medication, so the approvals employee told me to return to", "description": "After entering the patient's file number and obtaining a waiting number, and after 45 minutes we arrived at window 3 in the pharmacy, the employee Mashael Al-Dossari claimed that the prescription was rejected and that approvals had to be reviewed. Upon reviewing them, it became clear that the delay in approval was only for one medication and the rest of the medications were accepted. I told them that I had no objection to paying for this medication, so the approvals employee told me to return to window 3. When I returned to her, she met me in a dry and inappropriate manner and refused to provide me with service. I went to the administration and was directed to the pharmacy supervisor to complete the rest of the procedures.\n\n[Arabic]:\n بعد إدخال رقم ملف المريضة والحصول على رقم انتظار وبعد 45 دقيقة وصلنا لشباك 3 في الصيدلية وادعت الموظفة مشاعل الدوسري أن الوصفة مرفوضة ولا بد من مراجعة الموافقات، وعند مراجعتهم تبين أن تأخر الموافقة هو فقط على دواء واحد وبقية الأدوية مقبولة وأخبرتهم أنه لا مانع لدي من دفع مقابل هذا الدواء فأخبرتني موظفة الموافقات بالعودة إلى شباك 3 وحين عدت إليها قابلتني بأسلوب جاف وغير لائق ورفضت تقديم الخدمة لي وتوجهت للاداره وتم توجيهي لمشرف الصيدليه واكمال باقي الاجراءات .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-29T21:00:00Z", "due_at": "2024-01-01T11:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-29T21:00:00Z", "explanation_received_at": "2024-01-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-06-14T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 27656, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-12-30 00:00:00", "closed": "2024-06-15 00:00:00", "received": "2023-12-30 14:14:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.972762", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2019", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2019 } } }, { "model": "complaints.complaint", "pk": "e646161c-5b89-4749-8bb8-fd7d5c4da0e4", "fields": { "created_at": "2022-10-31T15:30:00Z", "updated_at": "2026-04-13T18:56:22.824Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED NADER ELSAYED ", "expected_result": "", "reference_number": "CMP-2022-10-0493", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "c2fbd348-5cfa-4dc5-b814-3021bdbf0601", "title": "I paid the doctor a consultation fee of 33 riyals. Upon entering and undergoing the necessary examinations, the doctor informed me to pay for other examinations that I had not been previously informed about, amounting to 417 riyals. After calculating the insurance, 74 riyals were deducted. When I inquired about the procedures that were carried out without my knowledge and the refund of the amount, I was told that they were procedures carried out in the clinic without calculating the cost of the ", "description": "I paid the doctor a consultation fee of 33 riyals. Upon entering and undergoing the necessary examinations, the doctor informed me to pay for other examinations that I had not been previously informed about, amounting to 417 riyals. After calculating the insurance, 74 riyals were deducted. When I inquired about the procedures that were carried out without my knowledge and the refund of the amount, I was told that they were procedures carried out in the clinic without calculating the cost of the treatment. Upon arriving at the pharmacy, they also demanded the cost of the treatment from me.\n\n[Arabic]:\nتم دفع كشفيه للدكتور بقيمه ٣٣ ريال وعند دخولي واجراء الفحوصات اللازمه تم اخباري من قبل الدكتور بالتوجه لدفع قيمه فحوصات اخرى لم يتم ابلاغي بها مسبقاً بقيمه ٤١٧ ريال وبعد حساب التأمين ٧٤ ريال وعند سؤالي عن الاجراءات التي تم القيام بها بدون علمي واسترجاع المبلغ تم اخباري بأنها اجراءات تتم في العياده دون حساب قيمه العلاج وعند وصولي للصيدليه طالبتني ايضاً بقيمه العلاج . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-30T21:00:00Z", "due_at": "2022-11-02T15:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-30T21:00:00Z", "explanation_received_at": "2022-10-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30078882, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-10-31 00:00:00", "closed": null, "received": "2022-10-31 18:30:00", "resolved": "2022-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.816954", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0493", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 493 } } }, { "model": "complaints.complaint", "pk": "e6561303-f35b-4c92-8194-609bf4788780", "fields": { "created_at": "2025-05-17T18:12:00Z", "updated_at": "2026-04-13T19:01:59.470Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض العنايه المتوسطه ", "expected_result": "", "reference_number": "CMP-2025-05-4177", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the noon visit today, Saturday 8/11/1446, one of the nurses claimed that a family member entered and uncovered my mother yesterday, Friday 7/11/1446, and left her exposed, and that she raised her voice during visiting hours.\n\nHowever, during the noon visiting time, I — her son — was present, and my mother was covered. I personally asked the nurse for a blanket. During the evening period, the patients sons and grandchildren were present until the end of the visiting hours, and a blood tran", "description": "During the noon visit today, Saturday 8/11/1446, one of the nurses claimed that a family member entered and uncovered my mother yesterday, Friday 7/11/1446, and left her exposed, and that she raised her voice during visiting hours.\n\nHowever, during the noon visiting time, I — her son — was present, and my mother was covered. I personally asked the nurse for a blanket. During the evening period, the patients sons and grandchildren were present until the end of the visiting hours, and a blood transfusion was being conducted for the patient. One of her sons discussed this matter with the nurses.\n\nWe demand a review of the surveillance cameras and an investigation with the nurses present at the time, to verify the truth of what occurred.\n\n[Arabic]:\nاسلوب غير مهني ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 159, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-19T18:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-17T18:12:00Z", "explanation_received_at": "2025-05-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4177, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "e65ea98a-8cf4-40d1-9f24-8d69ec4496b9", "fields": { "created_at": "2022-11-13T16:44:00Z", "updated_at": "2026-04-13T18:56:31.532Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0534", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's referral was rejected because she did not receive the necessary medical treatment.", "description": "The patient's referral was rejected because she did not receive the necessary medical treatment.\n\n[Arabic]:\nتم رفض احالة المريضة حث لم تتلقى الخدمة العلاجية اللازمة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 48, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-12T21:00:00Z", "due_at": "2022-11-15T16:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-12T21:00:00Z", "explanation_received_at": "2022-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-12T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30217215, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.4.Referrals", "classification": "4.4.1.Patient referral refusal" }, "timeline": { "sent": "2022-11-13 00:00:00", "closed": null, "received": "2022-11-13 19:44:00", "resolved": "2022-11-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.522807", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0534", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 534 } } }, { "model": "complaints.complaint", "pk": "e6d54eaf-fdf1-4af0-a24c-ae501c989266", "fields": { "created_at": "2024-03-23T22:08:00Z", "updated_at": "2026-04-13T18:59:27.794Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "RANA ABDUL MOHSEN BIN BAZ", "expected_result": "", "reference_number": "CMP-2024-03-2314", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "42d1fb63-a031-43d2-8bcc-097ea92aaf16", "staff": "a1b16fa3-c2cc-4627-9abc-270088fc613c", "title": "We had an appointment with Dr. Mohammed Al-Jilani in the Surgery Department. We first went to one of the reception desks on the sixth floor, but no one was there. We then went to the second reception and waited in line for approximately fifteen minutes. When it was our turn, the employee told us to go to the other reception because they were now available. I informed her that we were already late for our appointment. She said, “Give me proof,” even though she had not asked those before us for an", "description": "We had an appointment with Dr. Mohammed Al-Jilani in the Surgery Department. We first went to one of the reception desks on the sixth floor, but no one was there. We then went to the second reception and waited in line for approximately fifteen minutes. When it was our turn, the employee told us to go to the other reception because they were now available. I informed her that we were already late for our appointment. She said, “Give me proof,” even though she had not asked those before us for any proof. I tried to give her the system number verbally, but she refused. I also tried to show her the Tawakkalna app, but she refused and said, “Hold the proof in your hand.”\nI told her that she was deliberately trying to delay us on purpose because we had not gone to the other reception. We then went to the other reception desk, where they did not ask for proof and accepted the system number verbally and allowed us to see the doctor. This employee deliberately delayed us, embarrassed us in front of other patients, and complicated our visit, even though my son had undergone surgery and was there to have his stitches removed.\nThere is a directive in Tawakkalna confirming my appointment. I request that the cameras be reviewed to verify my statement and that the employee be held accountable. There is a law stating that if any employee abuses their authority against a citizen, they must be held accountable and the person’s dignity restored. If she is not held accountable, I would like to escalate my complaint to the Ministry of Health.\n\n[Arabic]:\n السلام عليكم لدينا موعد عند الدكتور محمد الجيلاني الجراحة ومرينا على احد الاستقبالات بالدور السادس ولم\nيكن به احد وتوجهنا للاستقبال الثاني وانتظرنا بالدور لمدة تقريباً ربع ساعة وعند وصول الدور قالت لنا\nالموظفة اذهبو للاستقبال الثاني اللان موجودين واخبرتها بأننا نتأخر على موعدنا وقالت أعطني الإثبات رغم انها\nلم تطلب من الذين قبلنا اي إثبات ورغبة بأعطاها رقم الحاسب شفوي وقالت لا ورغبة أعطيها توكلنا ورفضة وقالت\nامسك الإثبات بيدي واخبرتها بأنها قاصدة تعطيلنا بالعاني استقعاد لعدم ذهبنا للاستقبال الثاني وذهبنا للاستقبال\nالثاني ولم يطلب الإثبات وأخذ رقم الحاسب شفوي وادخلنا على الدكتور وهاذه الموضفة تعمدت تعطيلنا\nواحرجتنا أمام المراجعين وعقدتة مراجعتنا رغم ان ابني مسوي عملية ولازالة الغرز فية وتوكلنا هناك امر بأنة\nمعتمد اني اطلب العودة للكميرات لتأكد من كلامي واطلب محاسبتها وهناك قانون إذا اي موضف أساء استخدام\nسلطة ضد اي مواطن محاسبة الموصفة ورد اعتبار .واذا لم تحاسب ارغب رفع شكواي لوزارة الصحة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-30T21:00:00Z", "due_at": "2024-03-25T22:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-01T21:00:00Z", "second_reminder_sent_at": "2024-04-02T21:00:00Z", "escalated_at": "2024-04-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-03-30T21:00:00Z", "explanation_received_at": "2024-06-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2024-06-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30317018, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship Complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-03-31 00:00:00", "closed": "2024-06-17 00:00:00", "received": "2024-03-24 01:08:00", "resolved": "2024-06-17 00:00:00", "escalated": "2024-04-03 00:00:00", "first_reminder": "2024-04-02 00:00:00" }, "imported_at": "2026-04-13T21:59:27.784431", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2314", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2314 } } }, { "model": "complaints.complaint", "pk": "e6d818b2-d163-4875-a498-aa47eecb2fbc", "fields": { "created_at": "2024-07-13T13:17:00Z", "updated_at": "2026-04-13T19:00:06.417Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2686", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was prevented by the specialist from visiting my hospitalized mother, and the patient requested to visit her daughter and accompany her in the hospital, but the request was refused on the pretext of a medical excuse, and no official paper was shown to that effect.", "description": "I was prevented by the specialist from visiting my hospitalized mother, and the patient requested to visit her daughter and accompany her in the hospital, but the request was refused on the pretext of a medical excuse, and no official paper was shown to that effect.\n\n[Arabic]:\nتم منعي نت قبل الاخصائية من زيارة والدتها المنومه والمريضه تطلب زيارة ابنتها ومرافقتها في المستشفى وتم الرفض بحجة عذر طبي ولم يتم اظهار اي ورق رسمي بذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-12T21:00:00Z", "due_at": "2024-07-15T13:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-12T21:00:00Z", "explanation_received_at": "2024-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1013669237, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-07-13 00:00:00", "closed": null, "received": "2024-07-13 16:17:00", "resolved": "2024-07-15 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.412442", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2686", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الخدمة الإجتماعية", "main": "الإداري" }, "original_complaint_num": 2686 } } }, { "model": "complaints.complaint", "pk": "e709c879-fe75-44c9-ac7f-6bd41f0d450c", "fields": { "created_at": "2024-05-13T13:03:00Z", "updated_at": "2026-04-13T18:59:47.157Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ruba Almalah", "expected_result": "", "reference_number": "CMP-2024-05-2461", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "fee7ab36-96a9-4305-8bcd-71ee7532c1da", "staff": "3f7f41dc-48fa-4d81-aeb1-7ed861b82ecb", "title": "I visited the doctor last Wednesday due to nerve pain. She diagnosed my condition as needing a root canal and conducted an X-ray. After reviewing the X-ray, she prescribed pain relievers and antibiotics and asked me to make another appointment for the root canal procedure the following Sunday.\n\nHowever, when I arrived for the appointment on Sunday, she informed me that performing the root canal was not within her scope and that the hospital prohibits her from doing so. Consequently, she told me ", "description": "I visited the doctor last Wednesday due to nerve pain. She diagnosed my condition as needing a root canal and conducted an X-ray. After reviewing the X-ray, she prescribed pain relievers and antibiotics and asked me to make another appointment for the root canal procedure the following Sunday.\n\nHowever, when I arrived for the appointment on Sunday, she informed me that performing the root canal was not within her scope and that the hospital prohibits her from doing so. Consequently, she told me to see another endodontist. Unfortunately, I could not find a suitable doctor for the root canal within the hospital.\n\n[Arabic]:\nتم مراجعة الدكتورة يوم الاربعاء الماضي بسبب الم في العصب وطلبت وشخصت الحاله بانها تحتاج ازاله عصب\nوتم عمل اشعة وبعد رؤية الاشعه تم صرف مسكن الام و مضاد حيوي وطلبت ان اخذ موعد اخر ليتم سحب\nالعصب يوم الاحد الذي يليه وعندما اتيت بموعد يوم الاحد للعيادة قالت بان سحب العصب ليس من اختصاصها\nويمنع المستشفى ان تقوم بذلك وعلى ذلك اذهب الى طبيب عصب اخر ولم اجد طبيب مناسب في سحب العصب\nداخل المستشفى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-14T21:00:00Z", "due_at": "2024-05-15T13:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-15T21:00:00Z", "second_reminder_sent_at": "2024-05-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-14T21:00:00Z", "explanation_received_at": "2024-06-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30236882, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-15 00:00:00", "closed": null, "received": "2024-05-13 16:03:00", "resolved": "2024-06-12 00:00:00", "escalated": null, "first_reminder": "2024-05-16 00:00:00" }, "imported_at": "2026-04-13T21:59:47.153833", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2461", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2461 } } }, { "model": "complaints.complaint", "pk": "e72b4ba8-513b-4575-abe0-b99feaf67332", "fields": { "created_at": "2024-05-15T09:39:00Z", "updated_at": "2026-04-13T18:59:47.211Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2468", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A test was conducted, and the laboratory department informed me that they would contact me, but I have not been contacted. When I called, there was no response.", "description": "A test was conducted, and the laboratory department informed me that they would contact me, but I have not been contacted. When I called, there was no response.\n\n[Arabic]:\nتم اجراء تحليل وتمت الافادة من قبل قسم المختبر بإن سيتم التواصل ولم يتم التواصل وعند الاتصال لايوجد رد .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 92, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-14T21:00:00Z", "due_at": "2024-05-17T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-17T21:00:00Z", "second_reminder_sent_at": "2024-05-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-14T21:00:00Z", "explanation_received_at": "2024-05-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30164565, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-05-15 00:00:00", "closed": null, "received": "2024-05-15 12:39:00", "resolved": "2024-05-19 00:00:00", "escalated": null, "first_reminder": "2024-05-18 00:00:00" }, "imported_at": "2026-04-13T21:59:47.208119", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2468", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال المختبر", "main": "الإداري" }, "original_complaint_num": 2468 } } }, { "model": "complaints.complaint", "pk": "e74397f3-1341-4198-b720-99bd5b5a0a2e", "fields": { "created_at": "2023-03-13T08:55:00Z", "updated_at": "2026-04-13T18:57:17.437Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "CARL", "expected_result": "", "reference_number": "CMP-2023-03-1003", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The nurse deals with the patient in an unprofessional manner. Every time I visit the patient he told me the nurse Carl screams at him when he asks for something and there is no response when he call her. ", "description": " The nurse deals with the patient in an unprofessional manner. Every time I visit the patient he told me the nurse Carl screams at him when he asks for something and there is no response when he call her. \n\n[Arabic]:\nتتعامل الممرضة مع المريض بطريقة غير مهنية. في كل مرة أزوره، يخبرني أن الممرضة كارل تصرخ في وجهه عندما يطلب شيئًا، ولا تجيبه عندما يناديها.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-12T21:00:00Z", "due_at": "2023-03-15T08:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-13T21:00:00Z", "second_reminder_sent_at": "2023-03-15T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-12T21:00:00Z", "explanation_received_at": "2023-03-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220567, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-13 00:00:00", "closed": null, "received": "2023-03-13 11:55:00", "resolved": "2023-03-27 00:00:00", "escalated": null, "first_reminder": "2023-03-14 00:00:00" }, "imported_at": "2026-04-13T21:57:17.434705", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1003", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض وحدة العناية المركزة", "main": "التمريض" }, "original_complaint_num": 1003 } } }, { "model": "complaints.complaint", "pk": "e7664875-281d-4b24-9f4c-9447ea1e0346", "fields": { "created_at": "2024-07-25T17:07:00Z", "updated_at": "2026-04-13T19:00:07.756Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2736", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor was late in arriving at the patient's room, even though her condition was an emergency.", "description": "The doctor was late in arriving at the patient's room, even though her condition was an emergency.\n\n[Arabic]:\nتاخير حضور الدكتور الى غرفة المريضه رغم ان حالتها كانت طارئه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-24T21:00:00Z", "due_at": "2024-07-27T17:07:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-28T21:00:00Z", "second_reminder_sent_at": "2024-07-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-24T21:00:00Z", "explanation_received_at": "2024-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-28T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30337017, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2024-07-25 00:00:00", "closed": null, "received": "2024-07-25 20:07:00", "resolved": "2024-07-29 00:00:00", "escalated": null, "first_reminder": "2024-07-29 00:00:00" }, "imported_at": "2026-04-13T22:00:07.746830", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2736", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2736 } } }, { "model": "complaints.complaint", "pk": "e78172cd-5133-4442-a0a5-66feea571a9d", "fields": { "created_at": "2025-03-16T10:40:00Z", "updated_at": "2026-04-13T19:01:35.910Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3905", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "دخلت والدتي الطوارئ بتاريخ 30 يناير 2025م وكانت واعية، درجة حرارتها أقل من 37، مستوى أكسجين 89% بدون قناع ومع القناع وصل إلى 98%، ومعدل ثاني أكسيد الكربون في الدم ضمن الحدود المقبولة 48. وتم الكشف عليها من قبل استشاري الأمراض الصدرية وأُجريت أشعة مقطعية، وعلاج تلوث، واستخدام دواء Tazocin وإزالة البلغم من فمها. وذلك موثق في التقرير الصادر عن المستشفى أثناء الدخول. لكن الوضع تدهور، حيث احتاجت في العناية المركزة إلى شق حنجري واستخدام جهاز التنفس الصناعي، وكانت يديها متورمتين وتجمع السوائل استدعى تد", "description": "دخلت والدتي الطوارئ بتاريخ 30 يناير 2025م وكانت واعية، درجة حرارتها أقل من 37، مستوى أكسجين 89% بدون قناع ومع القناع وصل إلى 98%، ومعدل ثاني أكسيد الكربون في الدم ضمن الحدود المقبولة 48. وتم الكشف عليها من قبل استشاري الأمراض الصدرية وأُجريت أشعة مقطعية، وعلاج تلوث، واستخدام دواء Tazocin وإزالة البلغم من فمها. وذلك موثق في التقرير الصادر عن المستشفى أثناء الدخول. لكن الوضع تدهور، حيث احتاجت في العناية المركزة إلى شق حنجري واستخدام جهاز التنفس الصناعي، وكانت يديها متورمتين وتجمع السوائل استدعى تدخلًا جراحيًا مرتين لتصريف السوائل، ومرة أخرى لاستئصال الأنسجة المتضررة من التورم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-18T10:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-16T10:40:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3905, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "e7a6a0f9-75ac-46ed-a67b-7f98acfaeaec", "fields": { "created_at": "2023-03-26T18:36:00Z", "updated_at": "2026-04-13T18:57:19.417Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-1102", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I approached the service provider but was refused service, even though it is an authorized center for me, dated 3/21/2023.\n", "description": "I approached the service provider but was refused service, even though it is an authorized center for me, dated 3/21/2023.\n\n\n[Arabic]:\nتم التوجهه لمقدم الخدمه وتم رفض استقبالي علما بانه مركز معتمد لي بتاريخ:21/3/2023\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-25T21:00:00Z", "due_at": "2023-03-28T18:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-25T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240536, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-03-26 00:00:00", "closed": null, "received": "2023-03-26 21:36:00", "resolved": "2023-03-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:19.405081", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1102", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1102 } } }, { "model": "complaints.complaint", "pk": "e7f01241-33de-413c-a261-991499d9a840", "fields": { "created_at": "2023-05-20T14:24:00Z", "updated_at": "2026-04-13T18:57:40.267Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Israa Ali El Zumam", "expected_result": "", "reference_number": "CMP-2023-05-1267", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "79356363-43f0-4969-b258-9b70032381f5", "title": "My wife was referred for surgery, and upon the newborn's exit from the operating room, scratches resembling wounds were noticed on the back of the baby, as shown in the attached photo. The cesarean section was performed by Dr. Marwa Zaki, and the examination before childbirth was conducted by Dr. Isra, who performed the check-up on my wife prior to the operation. After the birth, Dr. Iza Bashir, who is responsible for my wife's previous consultations, came to clarify what was observed. She infor", "description": "My wife was referred for surgery, and upon the newborn's exit from the operating room, scratches resembling wounds were noticed on the back of the baby, as shown in the attached photo. The cesarean section was performed by Dr. Marwa Zaki, and the examination before childbirth was conducted by Dr. Isra, who performed the check-up on my wife prior to the operation. After the birth, Dr. Iza Bashir, who is responsible for my wife's previous consultations, came to clarify what was observed. She informed us that the visible scratches were present before the operation during the manual examination, not during the surgery. When I questioned whether manual examinations are conducted with tools that could cause such scratches, Dr. Iza mentioned that I had signed a waiver absolving the hospital of responsibility, which I did not understand, as the discussion was about the medical condition of the baby and the presence of clear scratches. I would like a complete explanation and clarification regarding the reasons for these wounds.\n\n[Arabic]:\nتم تحويل زوجتي للعمليات وعند خروج المولوده من غرفة العمليات لوحظ وجود جروح اشبه بالخدوش من الجهة الخلفيه للمولود كما هو موضح بالصوره المرفقه وتم عمل العمليه القيصريه من قبل الدكتوره د. مروه زكي وتم الفحص قبل الولاده من قبل الدكتوره اسراء هي من قامت بفحص زوجتي قبل العمليه . وبعد الولاده تم حضور الدكتوره عزه بشير المسؤوله عن مراجعات زوجتي السابقه وطلب التوضيح منها لمى تم رؤيته وتم افادتنا بان الخدوش الموضحه كانت قبل العمليه اثناء الفحص اليدوي ولم تكن اثناء العلميه وعند السوال هل يتم الفحص اليدوي مع اداة ممكن ان تسبب هذه الخدوش تم ابلاغي من قبل الطبيبه عزه انه تم التوقيع من قبلي انا زوج المريضه على اخلاء المستشفى من المسؤليه ولا اعلم مالمقصود حيث ان النقاش كان عن حالة الطفل الطبيه وبوجود خدوش واضحه حيث اني اريد شرح وتوضيح كامل عن اسباب حدوث هذه الجروح . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-19T21:00:00Z", "due_at": "2023-05-22T14:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-19T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-22T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30268572, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "4. Accessibility", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2023-05-20 00:00:00", "closed": "2023-05-23 00:00:00", "received": "2023-05-20 17:24:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.255357", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1267", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1267 } } }, { "model": "complaints.complaint", "pk": "e812cda6-d12b-4de3-9701-2c5870cc91ad", "fields": { "created_at": "2024-02-18T13:24:00Z", "updated_at": "2026-04-13T18:59:18.812Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-02-2216", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient wishes to have the premarital analysis done at another center, but her data has already been submitted to Al Hammadi Hospital and it must be cancelled by you due to a conflict when submitting the request to the other center. We await your response.", "description": "The patient wishes to have the premarital analysis done at another center, but her data has already been submitted to Al Hammadi Hospital and it must be cancelled by you due to a conflict when submitting the request to the other center. We await your response.\n\n[Arabic]:\nلدى المراجعه رغبه بعمل اجراء تحليل الزواج بمركز اخر ولكن تم رفع بياناتها لدى مستشفى الحمادي ويتوجب الغاءه من قبلكم لوجود تعارض عند رفع الطلب لدى المركز الاخر بانتظار افادتكم .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "e6ff3ace-a4e6-4d44-a7f4-178b846b632c", "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-02-17T21:00:00Z", "due_at": "2024-02-20T13:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-02-18T21:00:00Z", "second_reminder_sent_at": "2024-02-19T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-02-17T21:00:00Z", "explanation_received_at": "2024-02-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-20T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30261660, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "6. Humanness / Caring", "subcategory": "6.4.Consent", "classification": "6.4.2.No/Invalid consent obtained" }, "timeline": { "sent": "2024-02-18 00:00:00", "closed": null, "received": "2024-02-18 16:24:00", "resolved": "2024-02-21 00:00:00", "escalated": null, "first_reminder": "2024-02-19 00:00:00" }, "imported_at": "2026-04-13T21:59:18.807509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2024", "reference_number": "CMP-2024-02-2216", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2216 } } }, { "model": "complaints.complaint", "pk": "e81d1ff5-1f12-4869-9700-7e1543dd669b", "fields": { "created_at": "2024-10-30T09:40:00Z", "updated_at": "2026-04-13T19:00:39.652Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "11043-MOHAMMED SAMEER AL RAHHAL ", "expected_result": "", "reference_number": "CMP-2024-10-3096", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor spoke to me in a bad manner as a patient, as I pointed out to the doctor that my appointment was at 12:10 and that I was late to enter because patients without appointments were being admitted, as whoever came knocked on the door and entered, while those with confirmed appointments were outside waiting for the nurse to call them, and I was upset about that, knowing that I left the clinic without benefiting from my appointment. I hope that the necessary action will be taken and that I ", "description": "The doctor spoke to me in a bad manner as a patient, as I pointed out to the doctor that my appointment was at 12:10 and that I was late to enter because patients without appointments were being admitted, as whoever came knocked on the door and entered, while those with confirmed appointments were outside waiting for the nurse to call them, and I was upset about that, knowing that I left the clinic without benefiting from my appointment. I hope that the necessary action will be taken and that I will be informed.\n\n[Arabic]:\nالطبيب تحدث بأسلوب سيء معي كمريض ، حيث اني اشرت للطبيب ان موعدي الساعة 12:10 و اني تاخرت بالدخول بسبب إدخال المرضى بغير موعد حيث من يأتي يطرق الباب ويدخل ومن لديهم موعد مؤكد في الخارج بانتظار الممرضة للنداء و استاء من ذلك علماً اني خرجت من العيادة بدون الاستفاده من موعدي , اتمنى اتخاذ الإجراء اللازم والافادة..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-29T21:00:00Z", "due_at": "2024-11-01T09:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-29T21:00:00Z", "second_reminder_sent_at": "2024-10-30T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-29T21:00:00Z", "explanation_received_at": "2024-10-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-02T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30031474, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-10-30 00:00:00", "closed": null, "received": "2024-10-30 12:40:00", "resolved": "2024-11-03 00:00:00", "escalated": null, "first_reminder": "2024-10-30 00:00:00" }, "imported_at": "2026-04-13T22:00:39.644853", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3096", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 3096 } } }, { "model": "complaints.complaint", "pk": "e81e52f7-a710-42a3-812a-1402e7a69b48", "fields": { "created_at": "2022-09-21T09:42:00Z", "updated_at": "2026-04-13T18:56:07.070Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. AHMED JAMAL", "expected_result": "", "reference_number": "CMP-2022-09-0082", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The diagnosis by doctors took a long time, and the problem is still not solved.", "description": "The diagnosis by doctors took a long time, and the problem is still not solved.\n\n[Arabic]:\nمدة طويله في التشخيص من قبل الاطباء والمشكله لازلت اعاني منها ولم يتم حلها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 49, "main_section": 1, "subsection": 5, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-11T21:00:00Z", "due_at": "2022-09-23T09:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-11T21:00:00Z", "explanation_received_at": "2022-09-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-19T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1532085, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.3.Examination delay" }, "timeline": { "sent": "2022-09-12 00:00:00", "closed": null, "received": "2022-09-21 12:42:00", "resolved": "2022-09-20 00:00:00", "escalated": null, "first_reminder": "2022-09-18 00:00:00" }, "imported_at": "2026-04-13T21:56:07.060912", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0082", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الصدرية", "main": "الطبي" }, "original_complaint_num": 82 } } }, { "model": "complaints.complaint", "pk": "e84b1ad2-589b-4eaf-8bf8-47bc022769c1", "fields": { "created_at": "2023-11-30T10:47:00Z", "updated_at": "2026-04-13T18:58:45.561Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1907", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Additional charges were requested for a service performed during the procedure (X-ray), even though it was fully approved within the package on 26-11-2023 under approval number: 89467510. However, the X-ray was uploaded with a separate code, and the procedure itself will be performed in two weeks.", "description": "Additional charges were requested for a service performed during the procedure (X-ray), even though it was fully approved within the package on 26-11-2023 under approval number: 89467510. However, the X-ray was uploaded with a separate code, and the procedure itself will be performed in two weeks.\n\n[Arabic]:\nتم طلب مبالغ اضافيه فيما يخص اجراء خدمه تم اجراءها في العمليه ( الاشعه ) علما بانه موافق عليها ضمن البكج بشكل كامل بتاريخ 26-11-2023 برقم الموافقه : 89467510 لكن تم رفع الاشعه بكود منفصل , والعمليه ذاتها سيتم اجراءها بعد اسبوعين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-29T21:00:00Z", "due_at": "2023-12-02T10:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-29T21:00:00Z", "explanation_received_at": "2023-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300473, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-11-30 00:00:00", "closed": null, "received": "2023-11-30 13:47:00", "resolved": "2023-12-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:45.558222", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1907", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1907 } } }, { "model": "complaints.complaint", "pk": "e856609b-035a-4f93-bbb7-129902c1c215", "fields": { "created_at": "2024-04-16T17:37:00Z", "updated_at": "2026-04-13T18:59:37.015Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marwa Zaki", "expected_result": "", "reference_number": "CMP-2024-04-2370", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "Different diagnosis: I was diagnosed with a urinary tract infection after testing and was prescribed antibiotics, but I didn't take them due to my concerns about my first pregnancy. I confirmed with doctors outside the hospital regarding a urine culture but only found the regular test results. The following month, I visited another doctor at Al Hammadi Hospital, and she was also surprised that no culture test was performed. She requested that I take a culture test, which takes three days, and th", "description": "Different diagnosis: I was diagnosed with a urinary tract infection after testing and was prescribed antibiotics, but I didn't take them due to my concerns about my first pregnancy. I confirmed with doctors outside the hospital regarding a urine culture but only found the regular test results. The following month, I visited another doctor at Al Hammadi Hospital, and she was also surprised that no culture test was performed. She requested that I take a culture test, which takes three days, and the result showed that there was no infection at all.\n\nIncorrect medication prescribed: I complained about constipation, and we agreed on prescribing a laxative. However, when I went to the pharmacy, there was a mistake, and I was given a syrup for heartburn. After the pharmacist contacted her, it was corrected, and a laxative was dispensed.\n\nMistake in medication dates: I have been taking vitamins since the beginning of the sixth month, and when I requested a refill, the pharmacist contacted Dr. Marwa for correction again. I was worried that she had prescribed the wrong medication, and after inquiring with the pharmacist, I was informed that she wrote the duration as 30 months instead of 30 days. There should be no negligence, and it's important to verify before dispensing any prescription. You can confirm this by reviewing the file and the mentioned test results and medications.\n\n\n[Arabic]:\n1 تشخيص مختلف حيث تم تشخيصي بالتهاب بول بعد عمل تحليل وصرف مضاد ولكن لم اتناوله بسبب خوفي\nعلى حملي الاول وتم التأكد من خارج المستشفى واستفسارهم عن مزرعه البول لكن لم اجد سوا التحليل العادي\nرجعت في الشهر التالي الى دكتوره اخرى لدى مستسفى الحمادي وايضاً استغربت انها لم تعمل تحليل المزرعه وطلبت مني عمل تحليل مزرعه يستغرق 3 ايام وتبينت النتيجه انه لم يكن هناك التهاب بالاساس -2 تم صرف علاج خاطئ حيث كنت اشتكي من امساك وتم الاتفاق بصرف ملين وعندما ذهبت الى الصيدليه كان هناك خطأ وصرفت لي شراب للحرقان وبعد التواصل معها من قبل الصيدلي تم تعديله وصرف ملين -3خطا في تواريخ العلاج حيث انني اتناول فيتامينات\nمن بداية الشهر السادس وعندما طلبت اعاده صرف للعلاج قام الصيدلي بالتواصل مع الدكتوره مروى للتعديل مرة\nاخرى ، خفت انها صرفت علاج خاطئ واستفسرت من الصيدلي فقال لي بانها كتبت المده 30 شهراً بدلاً من 30\nيوماً عدم التهاون والتاكد قبل صرف اي وصفه و يمكنكم التأكد من الملف والنظر الى التحاليل وصرف العلاجات المذكوره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-19T21:00:00Z", "due_at": "2024-04-18T17:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-20T21:00:00Z", "second_reminder_sent_at": "2024-04-23T21:00:00Z", "escalated_at": "2024-04-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-19T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1124347, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.5.Diagnosis", "classification": "1.5.1.Errors in diagnosis" }, "timeline": { "sent": "2024-04-20 00:00:00", "closed": null, "received": "2024-04-16 20:37:00", "resolved": "2024-05-09 00:00:00", "escalated": "2024-04-27 00:00:00", "first_reminder": "2024-04-21 00:00:00" }, "imported_at": "2026-04-13T21:59:37.004217", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2370", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2370 } } }, { "model": "complaints.complaint", "pk": "e888950b-210d-4f19-8b0b-26327b35a222", "fields": { "created_at": "2023-10-17T16:36:00Z", "updated_at": "2026-04-13T18:58:31.316Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1726", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in receiving medical services from the doctor and nurses, and I had to wait an hour and a half. When I requested a refund, it was refused.", "description": "There was a delay in receiving medical services from the doctor and nurses, and I had to wait an hour and a half. When I requested a refund, it was refused.\n\n[Arabic]:\nتاخير بتلقي الخدمة العلاجية من الدكتور والتمريض والانتظار ساعة ونصف وعند طلب استرجاع المبلغ تم الرفض . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-16T21:00:00Z", "due_at": "2023-10-19T16:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-17T21:00:00Z", "second_reminder_sent_at": "2023-10-18T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-16T21:00:00Z", "explanation_received_at": "2023-10-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295669, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Delays", "classification": "Treatment delay" }, "timeline": { "sent": "2023-10-17 00:00:00", "closed": null, "received": "2023-10-17 19:36:00", "resolved": "2023-10-21 00:00:00", "escalated": null, "first_reminder": "2023-10-18 00:00:00" }, "imported_at": "2026-04-13T21:58:31.311121", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1726", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1726 } } }, { "model": "complaints.complaint", "pk": "e894522a-584c-470e-b3ca-d6c82da8a14f", "fields": { "created_at": "2025-11-13T07:31:00Z", "updated_at": "2026-04-13T19:03:13.480Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5287", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "“The child’s mother reports that after the adhesive was applied following the insertion of the needle, it was pulled off forcefully, leaving a noticeable bruise, which led to blood accumulation and inflammation at the site.”", "description": "“The child’s mother reports that after the adhesive was applied following the insertion of the needle, it was pulled off forcefully, leaving a noticeable bruise, which led to blood accumulation and inflammation at the site.”\n\n[Arabic]:\nتفيد والدة الطفله انه اثناء وضع اللاصق بعد وضع الابره تم شده بقوه وقد ترك كدمه واضحه مما ادى الى تجمع الدم واالتهاب المكان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-15T07:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-13T07:31:00Z", "explanation_received_at": "2025-11-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5287, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "e8c7bff3-cdde-4298-b821-35a98d2185e3", "fields": { "created_at": "2025-06-25T09:25:00Z", "updated_at": "2026-04-13T19:02:12.365Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-06-4384", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient reported that he was transferred by ambulance on Tuesday, 6/5, as a life-saving case, and the case was not accounted for", "description": " The patient reported that he was transferred by ambulance on Tuesday, 6/5, as a life-saving case, and the case was not accounted for\n\n[Arabic]:\n أفاد المراجع بأنه تم نقله بواسطة الإسعاف يوم الثلاثاء الموافق 6/5، كحالة إنقاذ حياة، ولم يتم احتساب الحالة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-27T09:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-25T09:25:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4384, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "e9b2b86b-1ca9-4b70-9397-f5bcf747b6e0", "fields": { "created_at": "2023-02-21T14:20:00Z", "updated_at": "2026-04-13T18:57:07.653Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0903", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the pharmacy reception window, and the employee's attitude was poor. He initially refused to serve me, but after his colleague spoke to him and explained that I had been waiting for some time, he took my information. Afterward, he refused to give me the money I had given him and told me to go somewhere else to get it. His behavior was completely unprofessional.", "description": "I arrived at the pharmacy reception window, and the employee's attitude was poor. He initially refused to serve me, but after his colleague spoke to him and explained that I had been waiting for some time, he took my information. Afterward, he refused to give me the money I had given him and told me to go somewhere else to get it. His behavior was completely unprofessional.\n\n[Arabic]:\nاتيت الى شباك استقبال الصيدليه وكان اسلوب الموظف سيء ورفض خدمتي في بدايه الامر وبعد التحدث له من قبل زميله في الصيدليه وانني بالانتظار منذ وقت قام باخذ بياناتي وبعد ذلك قام برفض صرف المبلغ المعطى له وقام باخباري بالذهاب لاي مكان لصرف المبلغ وتم التعامل بطريقه غير مهنيه من قبله", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-20T21:00:00Z", "due_at": "2023-02-23T14:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": "2023-02-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-20T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-03-08T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1809355, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-02-21 00:00:00", "closed": "2023-03-09 00:00:00", "received": "2023-02-21 17:20:00", "resolved": null, "escalated": null, "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:07.646245", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0903", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 903 } } }, { "model": "complaints.complaint", "pk": "e9f48665-c2af-459b-be38-53070d481d8c", "fields": { "created_at": "2024-01-03T07:56:00Z", "updated_at": "2026-04-13T18:59:05.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2042", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A three-month supply of regular diabetes medication was requested on December 4th, including six Freestyle Libre blood glucose meters. Upon receiving the medication, the pharmacist stated that only one unit was approved. The insurance company was contacted and confirmed approval for six units. The hospital and insurance company have been contacted multiple times, but the problem remains unresolved. The hospital refuses to dispense the medication, while the insurance company maintains that approv", "description": "A three-month supply of regular diabetes medication was requested on December 4th, including six Freestyle Libre blood glucose meters. Upon receiving the medication, the pharmacist stated that only one unit was approved. The insurance company was contacted and confirmed approval for six units. The hospital and insurance company have been contacted multiple times, but the problem remains unresolved. The hospital refuses to dispense the medication, while the insurance company maintains that approval was already granted under request number 64282317.\n\n[Arabic]:\nتم طلب صرف علاج السكر الدورى لمدة ٣ أشهر بتاريخ ٤ ديسمبر متضمنا طلب ٦ مجسات قياس السكر Freestyle libre وعند صرف العلاج أفاد الصيدلى بأن الموافقة على وحدة واحدة فقط وتم التواصل مع شركة التأمين فأفادت ان الموافقة على ٦ وحدات وتم مراجعة المستشفى وشركة التأمين اكثر من مرة ولا يوجد حل للمشكلة حتى الآن المستشفى ترفض الصرف وشركة التأمين تفيد أن الموافقة أصدرت بالفعل فى طلب 64282317", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-02T21:00:00Z", "due_at": "2024-01-05T07:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-02T21:00:00Z", "explanation_received_at": "2024-01-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-03T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1568218, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-01-03 00:00:00", "closed": null, "received": "2024-01-03 10:56:00", "resolved": "2024-01-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:05.671601", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2042", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2042 } } }, { "model": "complaints.complaint", "pk": "e9f90484-37b1-44a7-9f09-d9638565e39e", "fields": { "created_at": "2022-12-17T12:16:00Z", "updated_at": "2026-04-13T18:56:44.394Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "15405-AHMAD ABDULKAREEM", "expected_result": "", "reference_number": "CMP-2022-12-0673", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 12, 2022, we visited Dr. Ahmed's clinic. The doctor's behavior was unprofessional and inappropriate, and he did not give any clear medical opinion. My husband wanted to ask the doctor a very important question when leaving the clinic, but the doctor refused to answer or even listen to the question. In a very rude manner, he said that he would not answer the question, claiming that our time was up. When we also inquired about a surgical procedure, he refused to give us any answer or o", "description": "On December 12, 2022, we visited Dr. Ahmed's clinic. The doctor's behavior was unprofessional and inappropriate, and he did not give any clear medical opinion. My husband wanted to ask the doctor a very important question when leaving the clinic, but the doctor refused to answer or even listen to the question. In a very rude manner, he said that he would not answer the question, claiming that our time was up. When we also inquired about a surgical procedure, he refused to give us any answer or opinion, claiming that we should come again because, according to him, our time was up.\n\n[Arabic]:\nبتاريخ 12 ديسمبر 2022م تم زيارة عيادة الطبيب احمد لم يكن تعامل الطبيب باحترافية ولائقة وعدم اعطاء اي راي طبي واضح حيث ان زوجي كان يريد ان يسال الدكتور سوأل مهم جدا عند الخروج من العيادة و رفض الدكتور الاجابة او حتى سماع السوأل و بطريقة فظة جدا قال انه لن يجاوب على السوال بحجة ان وقتنا انتهى وعند استفسارنا ايضا عن عملية جراحية رفض اعطائنا اي جواب او رأي بحجة انه يجب ان نأتي مرة اخرى لانه على حسب كلامه انتهى الوقت الخاص بنا. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T12:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240427, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 15:16:00", "resolved": "2023-01-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.390915", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0673", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 673 } } }, { "model": "complaints.complaint", "pk": "ea01af04-3bc9-49cb-8050-43d3da5d2c30", "fields": { "created_at": "2023-01-24T12:48:00Z", "updated_at": "2026-04-13T18:56:56.466Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0802", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the emergency department in labor. I was received by the staff and directed to the attending physician, who was unresponsive. She treated us unprofessionally in the presence of the on-duty manager, saying, \"Do you expect me to wait in the street? I have other patients.\" It's worth noting that she only arrived after a long wait, and the patient's condition was extremely urgent.\n", "description": "I arrived at the emergency department in labor. I was received by the staff and directed to the attending physician, who was unresponsive. She treated us unprofessionally in the presence of the on-duty manager, saying, \"Do you expect me to wait in the street? I have other patients.\" It's worth noting that she only arrived after a long wait, and the patient's condition was extremely urgent.\n\n\n[Arabic]:\nتم حضوري لقسم الطوارئ في حالة ولادة وتم استقبالي من قبل القسم وتوجيهي الى الطبيبه المعالجه ولم تكن متجاوبھ\nمعنا حيث تم التعامل والتحدث معنا بطريقة غير مهنيھ بحضور المدير المناوب وقالت ( هل يتم استقبالها في الشارع لدي\nحالات اخرى) علما انھ لم يتم حضورها الا بعد الانتظار لمدة طويله وحالة المريضه طارئه جدا ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-23T21:00:00Z", "due_at": "2023-01-26T12:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-01-29T21:00:00Z", "second_reminder_sent_at": "2023-01-31T21:00:00Z", "escalated_at": "2023-02-03T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-01-23T21:00:00Z", "explanation_received_at": "2023-02-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234040, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-24 00:00:00", "closed": null, "received": "2023-01-24 15:48:00", "resolved": "2023-02-12 00:00:00", "escalated": "2023-02-04 00:00:00", "first_reminder": "2023-01-30 00:00:00" }, "imported_at": "2026-04-13T21:56:56.463125", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0802", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 802 } } }, { "model": "complaints.complaint", "pk": "ea1671a0-6eb0-4282-bb04-239ff54a8c41", "fields": { "created_at": "2023-11-02T12:28:00Z", "updated_at": "2026-04-13T18:58:41.242Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1792", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports that he has a specific discount which was communicated to him by the hospital.", "description": "The patient reports that he has a specific discount which was communicated to him by the hospital.\n\n[Arabic]:\nيفيد المراجع بان لديه خصم معين تم افادته به من قبل المستشفى ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-01T21:00:00Z", "due_at": "2023-11-04T12:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-01T21:00:00Z", "explanation_received_at": "2023-11-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1081328542, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.2.Incorrect Information", "classification": "5.2.2.Communication of wrong information" }, "timeline": { "sent": "2023-11-02 00:00:00", "closed": null, "received": "2023-11-02 15:28:00", "resolved": "2023-11-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.237831", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1792", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1792 } } }, { "model": "complaints.complaint", "pk": "ea2cc7fd-5b04-459a-9ce8-1381048f0ad5", "fields": { "created_at": "2022-11-28T12:44:00Z", "updated_at": "2026-04-13T18:56:33.815Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0602", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was asked to leave at 10 pm on Friday, even though I had been informed beforehand that the departure would be on Saturday.", "description": "I was asked to leave at 10 pm on Friday, even though I had been informed beforehand that the departure would be on Saturday.\n\n[Arabic]:\nتم طلب خروجي في وقت المساء الساعه 10 يوم الجمعه حيث تم ابلاغي مسبقا بان الخروج سيكون في يوم السبت . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-27T21:00:00Z", "due_at": "2022-11-30T12:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-27T21:00:00Z", "explanation_received_at": "2022-11-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30195311, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-11-28 00:00:00", "closed": null, "received": "2022-11-28 15:44:00", "resolved": "2022-11-28 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:33.810234", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0602", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 602 } } }, { "model": "complaints.complaint", "pk": "ea4277d1-fdfb-409c-875b-a168cbb4ffe7", "fields": { "created_at": "2023-01-09T13:40:00Z", "updated_at": "2026-04-13T18:56:54.862Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MOHAMD SAMEER ABD ALRAZAK ALRAHHAL", "expected_result": "", "reference_number": "CMP-2023-01-0756", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "e75bc808-f866-45fd-bc82-299aa314b05a", "title": "My temperature was high, reaching 38 degrees. I waited for the doctor for an hour and a half, and he didn't call my name, despite going out to take patients to other places. He could have directed them or asked the nurses to do so. Not to mention the coldness of the place, which worsened my condition.", "description": "My temperature was high, reaching 38 degrees. I waited for the doctor for an hour and a half, and he didn't call my name, despite going out to take patients to other places. He could have directed them or asked the nurses to do so. Not to mention the coldness of the place, which worsened my condition.\n\n[Arabic]:\nحرارتي مرتفعه تصل الى 38درجه انتظرت الدكتور حتى ساعه ونصف ولم ينادي على اسمي بغض النظر عن خروجه لتوصيل مرضى الى اماكن مع العلم كان بامكانه توجيهم او الطلب من الممرضى بفعل ذلك وناهيك عن بروده المكان مما اساء الى حالتي الصحيه اكثر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-07T21:00:00Z", "due_at": "2023-01-11T13:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-07T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-09T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30087788, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.2.Patient journey", "classification": "3.Examination delay" }, "timeline": { "sent": "2023-01-08 00:00:00", "closed": "2023-01-10 00:00:00", "received": "2023-01-09 16:40:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:54.855144", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0756", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 756 } } }, { "model": "complaints.complaint", "pk": "ea740000-4d70-4c04-8343-10d898a6eeef", "fields": { "created_at": "2022-10-09T12:46:00Z", "updated_at": "2026-04-13T18:56:17.978Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0358", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was not given a physical therapy appointment until three weeks later.", "description": "I was not given a physical therapy appointment until three weeks later.\n\n[Arabic]:\nلم يتم اعطائي موعد علاج طبيعي الابعد ثلاث اسابيع . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-08T21:00:00Z", "due_at": "2022-10-11T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-08T21:00:00Z", "explanation_received_at": "2022-10-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2022-10-09T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168358, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-10-09 00:00:00", "closed": null, "received": "2022-10-09 15:46:00", "resolved": "2022-10-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:17.972561", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0358", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 358 } } }, { "model": "complaints.complaint", "pk": "ea8e6b98-8913-492e-a13e-351a16b2b6f8", "fields": { "created_at": "2025-10-08T15:24:00Z", "updated_at": "2026-04-13T19:03:00.380Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5048", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient's father stated that he had requested a surgical procedure for the shoulder, but only a shoulder reduction was performed. As a result, he was forced to undergo another shoulder surgery and pay an additional amount.\"", "description": "\"The patient's father stated that he had requested a surgical procedure for the shoulder, but only a shoulder reduction was performed. As a result, he was forced to undergo another shoulder surgery and pay an additional amount.\"\n\n[Arabic]:\nيذكر والد المريضه بانه طلب عمليه جراحيه للكتف وتم عمل عملية ارجاع الكتف فقط مما اضطره لااجراء عملية كتف اخرى ودفع مبلغ اخر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-10T15:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-08T15:24:00Z", "explanation_received_at": "2025-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5048, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "ea9eccbe-9de4-4f2e-9119-458da89826be", "fields": { "created_at": "2022-12-12T08:36:00Z", "updated_at": "2026-04-13T18:56:43.493Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0669", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On December 11, 2022, necessary tests were delayed due to a threat to the patient's life, according to the on-call doctor.\n\nThis was because I was waiting to arrive and sign the payment guarantee, even though I was admitted with comprehensive insurance coverage. Furthermore, the request for the tests was not submitted to the insurance company, allegedly due to delays in approval.", "description": "On December 11, 2022, necessary tests were delayed due to a threat to the patient's life, according to the on-call doctor.\n\nThis was because I was waiting to arrive and sign the payment guarantee, even though I was admitted with comprehensive insurance coverage. Furthermore, the request for the tests was not submitted to the insurance company, allegedly due to delays in approval.\n\n[Arabic]:\nبتاريخ 11 ديسمبر 2022م تم تاخير عمل تحاليل ضرورية و يجب عملها لوجود تهديد على حياة المريض على حد وصف الطبيبه المناوبه و\nذلك بسبب انتظاري للحضور وتوقيع ضمان الدفع علما بانه تم الدخول للتنويم بموافقة تامين شاملة و ايضا لم يتم رفع طلب التحاليل للتامين بحجة ان موافقة التامين تتاخر .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-11T21:00:00Z", "due_at": "2022-12-14T08:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-11T21:00:00Z", "second_reminder_sent_at": "2022-12-11T21:00:00Z", "escalated_at": "2022-12-16T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-11T21:00:00Z", "explanation_received_at": "2022-12-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-30T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30083847, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.3.Examination delay" }, "timeline": { "sent": "2022-12-12 00:00:00", "closed": null, "received": "2022-12-12 11:36:00", "resolved": "2022-12-31 00:00:00", "escalated": "2022-12-17 00:00:00", "first_reminder": "2022-12-12 00:00:00" }, "imported_at": "2026-04-13T21:56:43.489197", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0669", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 669 } } }, { "model": "complaints.complaint", "pk": "eab66920-664d-4a01-a278-98c5272df6a6", "fields": { "created_at": "2023-02-15T13:49:00Z", "updated_at": "2026-04-13T18:57:06.886Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr NIBAL RADWAN OKLEH SHAWAKFAH", "expected_result": "", "reference_number": "CMP-2023-02-0913", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "237a1121-6c5a-40fc-87d0-752b8237f2be", "staff": "64884aaa-4909-4a93-9be6-ee8062fbeb24", "title": "My son's discharge report was written by the treating physician, and his condition is unstable and he is still suffering from pain.", "description": "My son's discharge report was written by the treating physician, and his condition is unstable and he is still suffering from pain.\n\n[Arabic]:\nتم كتابة تقرير خروج المريض ابني من قبل الطبيب المعالج، وحالته غير مستقرة و يزال يعاني من الألم حتى الآن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "location": 48, "main_section": 1, "subsection": 48, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-14T21:00:00Z", "due_at": "2023-02-17T13:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-14T21:00:00Z", "explanation_received_at": "2023-02-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30235020, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "5. Communication", "subcategory": "1.3.Quality of Care", "classification": "1.4.5.Patient Discharged before completing treatment" }, "timeline": { "sent": "2023-02-15 00:00:00", "closed": null, "received": "2023-02-15 16:49:00", "resolved": "2023-02-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:06.876757", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0913", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الأطفال", "main": "الطبي" }, "original_complaint_num": 913 } } }, { "model": "complaints.complaint", "pk": "eb248e08-6e9b-471f-a821-0427a9e661fb", "fields": { "created_at": "2023-10-08T06:59:00Z", "updated_at": "2026-04-13T18:58:29.604Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1683", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The appointment (follow-up) was postponed against my wishes, and I was informed that I must pay the consultation fee at the new appointment.", "description": "The appointment (follow-up) was postponed against my wishes, and I was informed that I must pay the consultation fee at the new appointment.\n\n[Arabic]:\nتم تاجيل الموعد ( متابعه ) دون رغبه مني وإبلاغي انه لابد من دفع كشفيه في الموعد الجديد ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-07T21:00:00Z", "due_at": "2023-10-10T06:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-07T21:00:00Z", "explanation_received_at": "2023-10-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30285662, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "Access", "classification": "Poor availability and scheduling" }, "timeline": { "sent": "2023-10-08 00:00:00", "closed": null, "received": "2023-10-08 09:59:00", "resolved": "2023-10-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:29.600083", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1683", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1683 } } }, { "model": "complaints.complaint", "pk": "eb2fbe73-3801-4ed9-ba8b-f0c20a279a29", "fields": { "created_at": "2025-09-10T11:58:00Z", "updated_at": "2026-04-13T19:02:47.674Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16208-AHMED ADNAN TURKISTANI ", "expected_result": "", "reference_number": "CMP-2025-09-4802", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The crown has been delayed, and each time I'm sent back due to printing. I want to have the crown fitted by another doctor.", "description": "The crown has been delayed, and each time I'm sent back due to printing. I want to have the crown fitted by another doctor.\n\n[Arabic]:\nتم تأخير التلبيسة وبكل مرة يتم ارجاعي بسبب الطباعة ، واريد تركيب التلبيسة من دكتور اخر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-12T11:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-10T11:58:00Z", "explanation_received_at": "2025-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4802, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "eb411108-1b7a-4c71-b1fa-1e4e4a0a0f8b", "fields": { "created_at": "2024-04-01T20:50:00Z", "updated_at": "2026-04-13T18:59:36.287Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. MARWA OSMAN ZAKI ", "expected_result": "", "reference_number": "CMP-2024-04-2343", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "ec8b2c24-1bc7-4d13-b592-cd4ec88100b7", "title": "The doctor requested a swab from the vaginal opening but did not perform it herself. Instead, she instructed me to do it myself. I informed her that I am not married and have no knowledge of how to take the swab. I was told to perform it myself, and although I attempted to do so, I am unsure if I did it correctly or if I caused myself harm.", "description": "The doctor requested a swab from the vaginal opening but did not perform it herself. Instead, she instructed me to do it myself. I informed her that I am not married and have no knowledge of how to take the swab. I was told to perform it myself, and although I attempted to do so, I am unsure if I did it correctly or if I caused myself harm.\n\n[Arabic]:\nطلبت الدكتوره مسحه من فتحة المهبل ولم تقوم هي بعملها بل ابلغتني بعملها بنفسي وقد ابلغتها بأني غير متزوجه وليس لدي معرفة بطريقة اخذ المسحه تم ابلاغي باخذها بنفسي وقمت بعمل ذلك ولكن لا اعرف ان كنت قمت به بالطريقة الصحيحه او قمت بعمل خطأ وتسببت بالضرر لنفسي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-02T21:00:00Z", "due_at": "2024-04-03T20:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-03T21:00:00Z", "second_reminder_sent_at": "2024-04-05T21:00:00Z", "escalated_at": "2024-04-05T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-02T21:00:00Z", "explanation_received_at": "2024-04-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-16T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049432, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional \nSupport", "classification": "6.1.1.Inadequate emotional support" }, "timeline": { "sent": "2024-04-03 00:00:00", "closed": null, "received": "2024-04-01 23:50:00", "resolved": "2024-04-17 00:00:00", "escalated": "2024-04-06 00:00:00", "first_reminder": "2024-04-04 00:00:00" }, "imported_at": "2026-04-13T21:59:36.283609", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2343", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2343 } } }, { "model": "complaints.complaint", "pk": "eb5c91b6-efe0-4beb-aa9d-f2a4441e1e98", "fields": { "created_at": "2025-04-21T11:29:00Z", "updated_at": "2026-04-13T19:01:48.146Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4055", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Insurance company refusal", "description": "Insurance company refusal\n\n[Arabic]:\nرفض شركة التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T11:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T11:29:00Z", "explanation_received_at": "2025-04-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4055, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "eb6731c2-0161-4830-9e60-b28108106ac5", "fields": { "created_at": "2024-11-10T15:05:00Z", "updated_at": "2026-04-13T19:00:49.101Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13636-IBRAHIM AHMED HAJ MOUSA ", "expected_result": "", "reference_number": "CMP-2024-11-3140", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child was seen by a doctor, and after a quick examination of the ear and mouth (despite the presence of rashes on the body at the time), the doctor concluded it was an ear infection and prescribed antibiotics. Before leaving the doctor's office, the child was asked if antibiotics were necessary, and he confirmed they were. Two days later, the child developed stomach problems, and the rashes persisted on his hand, leg, mouth, and ear. Another doctor was consulted, who diagnosed the child with", "description": "The child was seen by a doctor, and after a quick examination of the ear and mouth (despite the presence of rashes on the body at the time), the doctor concluded it was an ear infection and prescribed antibiotics. Before leaving the doctor's office, the child was asked if antibiotics were necessary, and he confirmed they were. Two days later, the child developed stomach problems, and the rashes persisted on his hand, leg, mouth, and ear. Another doctor was consulted, who diagnosed the child with a virus causing the rashes. This diagnosis was incorrect, and the antibiotics were prescribed unnecessarily. Please advise.\n\n[Arabic]:\nتم زيارة الدكتور، وبعد الفحص السريع فقط للاذن والفم ( مع وجود حبوب علي الجسم في حينها) توصل الدكتور\nلنتيجة انه التهاب في الاذن، وقام بصرف مضاد حيوي. وقبل الخروج من عند الدكتور تم التاكد منه هل يحتاج يصرف مضاد، قال نعم اكيد. بعدها بيومين اصبح الطفل يعاني من معدته ومازالت الحبوب في يده ورجله وفمه واذنه، تمت زيارة دكتور اخر وشخص الطفل بوجود فايروس سبب الحبوب وكان التشخيص مختلف حيث كان هناك خطأ في التشخيص وتم وصف المضاد دون اي حاجه، ارجو الافادة بالرد..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-09T21:00:00Z", "due_at": "2024-11-12T15:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-09T21:00:00Z", "explanation_received_at": "2024-11-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-10T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30273012, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.2. Inadequate/incomplete assessment" }, "timeline": { "sent": "2024-11-10 00:00:00", "closed": null, "received": "2024-11-10 18:05:00", "resolved": "2024-11-11 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:49.098060", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3140", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأطفال", "main": "الطبي" }, "original_complaint_num": 3140 } } }, { "model": "complaints.complaint", "pk": "eb7d3d37-2929-4970-b0f5-0e37c5070ec3", "fields": { "created_at": "2023-02-13T09:27:00Z", "updated_at": "2026-04-13T18:57:06.321Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAHMOUD FAWZY ABDELFATTAH ABDELHALIM", "expected_result": "", "reference_number": "CMP-2023-02-0897", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "877e52c6-fe84-4d7c-bfa0-cc37d31c6480", "title": "I booked an appointment a week ago for my child. I went to reception at 11:15 AM, but the doctor refused to admit my child.\n\nThe excuse given was that I was late and had several other appointments. The doctor's approach was inappropriate when I was informed of the refusal to admit my child and the lack of alternative solutions for the patient.\n", "description": "I booked an appointment a week ago for my child. I went to reception at 11:15 AM, but the doctor refused to admit my child.\n\nThe excuse given was that I was late and had several other appointments. The doctor's approach was inappropriate when I was informed of the refusal to admit my child and the lack of alternative solutions for the patient.\n\n\n[Arabic]:\nحجزتُ موعدًا لطفلي قبل أسبوع. ذهبتُ إلى الاستقبال في تمام الساعة 11:15 صباحًا، لكن الطبيب رفض استقباله.\n\nكان عذره أنني تأخرتُ وأن لديّ مواعيد أخرى. كان أسلوب الطبيب غير لائق في التعامل عند ابلاغي بعدم قبوله لي وعدم ايجاد حلول بديله للمريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 209, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-12T21:00:00Z", "due_at": "2023-02-15T09:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": "2023-02-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-12T21:00:00Z", "explanation_received_at": "2023-02-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-15T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30247131, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-02-13 00:00:00", "closed": null, "received": "2023-02-13 12:27:00", "resolved": "2023-02-16 00:00:00", "escalated": null, "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:06.315661", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0897", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الختان", "main": "الطبي" }, "original_complaint_num": 897 } } }, { "model": "complaints.complaint", "pk": "eb8a3b56-1ed7-44a2-89f7-82d365aabf9b", "fields": { "created_at": "2024-12-28T11:22:00Z", "updated_at": "2026-04-13T19:01:02.502Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ABDULHAMEED ALI SHAMAH ", "expected_result": "", "reference_number": "CMP-2024-12-3427", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "خطأ في التشخيص لدى طبيب الطوارئ أدى إلى تفاقم الحالة ", "description": "خطأ في التشخيص لدى طبيب الطوارئ أدى إلى تفاقم الحالة \n\n[Arabic]:\nخطأ في التشخيص لدى طبيب الطوارئ أدى إلى تفاقم الحالة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "9335435e-98fb-48cd-b153-102ce4f5a39d", "classification_obj": "3ab515e6-0504-48b6-8c83-dab0475ac331", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-27T21:00:00Z", "due_at": "2024-12-30T11:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-27T21:00:00Z", "explanation_received_at": "2024-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-28T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1532145, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Diagnosis", "classification": "Errors in diagnosis" }, "timeline": { "sent": "2024-12-28 00:00:00", "closed": null, "received": "2024-12-28 14:22:00", "resolved": "2024-12-29 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.496540", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3427", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 3427 } } }, { "model": "complaints.complaint", "pk": "ebb3d591-6357-42d0-b944-78cb4c28165f", "fields": { "created_at": "2025-02-21T12:13:00Z", "updated_at": "2026-04-13T19:01:25.627Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3771", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor and nurse refused to sterilize the room after there was a patient with a viral infection, knowing that my father takes\nImmunosuppressant medications, because he was suffering from Crohn’s disease. The doctor treated me in a very bad and inhumane manner.", "description": "The doctor and nurse refused to sterilize the room after there was a patient with a viral infection, knowing that my father takes\nImmunosuppressant medications, because he was suffering from Crohn’s disease. The doctor treated me in a very bad and inhumane manner.\n\n[Arabic]:\n رفض الطبيب و الممرضة لتعقيم الغرفة بعد وجود مريض مصاب بعدوى فيروسية، مع العلم ان والدي يأخذ\nادوية مثبطات مناعة،بسبب اصابته بمرض كرونز المناعي، تعامل معي الطبيب بشكل جدا سيئ و غير انساني", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-23T12:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-21T12:13:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3771, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "ebd5acc2-dfe3-4b0f-8186-d270ba272d9b", "fields": { "created_at": "2022-09-26T16:30:00Z", "updated_at": "2026-04-13T18:56:08.355Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MUHAMMAD ASLAM KHUSHK", "expected_result": "", "reference_number": "CMP-2022-09-0238", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "e5f14c1c-1419-4d4b-ae51-c576abbdc798", "title": "I went to the clinic on 19-9-2022 to see Dr. Muhammad Aslam and requested a two-day leave, which was approved. When I went to the reports, I was told that it was only one day's leave and not as previously agreed at the clinic.", "description": "I went to the clinic on 19-9-2022 to see Dr. Muhammad Aslam and requested a two-day leave, which was approved. When I went to the reports, I was told that it was only one day's leave and not as previously agreed at the clinic.\n\n[Arabic]:\nتم حضوي للعيادة بتاريخ 19-9-2022 لدى الطبيب محمد اسلم وتم طلب اجازة يومين وتم الموافقه على ذلك وحين ذهابي للتقارير تم اخباري انها اجازة يوم واحد فقط وليس كما اتفق عليه سابقا في العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-28T16:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-20T21:00:00Z", "second_reminder_sent_at": "2022-09-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20271448, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-26 19:30:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": "2022-09-21 00:00:00" }, "imported_at": "2026-04-13T21:56:08.347784", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0238", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 238 } } }, { "model": "complaints.complaint", "pk": "ebeb7fd0-e841-4ae4-87cf-960b6164f349", "fields": { "created_at": "2025-09-10T07:14:00Z", "updated_at": "2026-04-13T19:02:47.743Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4804", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Incorrect codes were entered, resulting in the insurance company's rejection of the approval request. Upon contacting the insurance company, they stated that the codes submitted were inconsistent and could not be approved. The hospital was contacted to correct these codes, but the response was that the codes entered were correct, and no action has been taken to date to correct them.\n\nAs a result of this disagreement, the necessary treatment was not dispensed, potentially exacerbating the patient", "description": "Incorrect codes were entered, resulting in the insurance company's rejection of the approval request. Upon contacting the insurance company, they stated that the codes submitted were inconsistent and could not be approved. The hospital was contacted to correct these codes, but the response was that the codes entered were correct, and no action has been taken to date to correct them.\n\nAs a result of this disagreement, the necessary treatment was not dispensed, potentially exacerbating the patient's health condition.\n\n[Arabic]:\nتم إدخال أكواد غير صحيحة، مما أدى إلى رفض طلب الموافقة من قبل شركة التأمين. وعند التواصل مع شركة التأمين، أفادت بأن الأكواد المقدمة غير مطابقة ولا يمكن اعتمادها. تم مخاطبة المستشفى لتصحيح هذه الأكواد، إلا أن الرد كان بأن الأكواد المدخلة صحيحة، ولم يتم اتخاذ أي إجراء لتعديلها حتى تاريخه.\nونتيجة لهذا الخلاف، لم يتم صرف العلاج اللازم، مما قد يُعرض الحالة الصحية لمزيد من التدهور.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-12T07:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-10T07:14:00Z", "explanation_received_at": "2025-09-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4804, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "eca1272d-2466-467d-b433-13577e9ca67a", "fields": { "created_at": "2022-12-07T08:13:00Z", "updated_at": "2026-04-13T18:56:42.905Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0654", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 16-7-2022 AD, when I visited the eye clinic, a request was submitted for eye procedures and 500 riyals were deducted from the credit limit for glasses.", "description": "On 16-7-2022 AD, when I visited the eye clinic, a request was submitted for eye procedures and 500 riyals were deducted from the credit limit for glasses.\n\n[Arabic]:\nبتاريخ 16-7-2022م عند زيارتي الى عيادة العيون ، تم رفع طلب لاجراءات العين وتم الخصم من الحد الائتماني للنظارات بقيمة 500 ريال . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-06T21:00:00Z", "due_at": "2022-12-09T08:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-07T21:00:00Z", "second_reminder_sent_at": "2022-12-09T21:00:00Z", "escalated_at": "2022-12-10T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-06T21:00:00Z", "explanation_received_at": "2022-12-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-14T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1405509, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-12-07 00:00:00", "closed": null, "received": "2022-12-07 11:13:00", "resolved": "2022-12-15 00:00:00", "escalated": "2022-12-11 00:00:00", "first_reminder": "2022-12-08 00:00:00" }, "imported_at": "2026-04-13T21:56:42.894328", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0654", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 654 } } }, { "model": "complaints.complaint", "pk": "ecbab3c5-5c45-4915-b78f-9a96557f5c23", "fields": { "created_at": "2022-09-20T17:56:00Z", "updated_at": "2026-04-13T18:56:06.995Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. MOHAMMED NADER ELSAYED ", "expected_result": "", "reference_number": "CMP-2022-09-0246", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "f41ee720-b994-4791-af56-c89b6a8f5eb5", "staff": "c2fbd348-5cfa-4dc5-b814-3021bdbf0601", "title": "I have an appointment with the doctor on September 15, 2022, at 8:50 AM. I arrived at the reception desk, and the receptionist processed my paperwork.\n\nAt 8:55 AM, she told me the doctor had left. I asked her how he could have left when I still had an appointment. When the receptionist contacted the doctor, he refused to see me, even though he was in the clinic and I arrived on time for my appointment.", "description": "I have an appointment with the doctor on September 15, 2022, at 8:50 AM. I arrived at the reception desk, and the receptionist processed my paperwork.\n\nAt 8:55 AM, she told me the doctor had left. I asked her how he could have left when I still had an appointment. When the receptionist contacted the doctor, he refused to see me, even though he was in the clinic and I arrived on time for my appointment.\n\n[Arabic]:\nلدي موعد بتاريخ 15-9-2022 الساعه 8:50 دقيقة مع الدكتور وحضرت الى قسم الاستقبال واجرت الموظفة الاجراءات\nالساعه 8:55 دقيقة وقالت لي ان الدكتور غادر ثم سالتها كيف غادر وانا لدي موعد الان، وعند تواصل الموظفة مع الطبيب\nرفض ادخالي ومعاينتي بالرغم من وجوده في العيادة وحضوري على الموعد بالوقت المحدد،", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-22T17:56:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-20T21:00:00Z", "second_reminder_sent_at": "2022-09-26T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1365300, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-20 20:56:00", "resolved": null, "escalated": null, "first_reminder": "2022-09-21 00:00:00" }, "imported_at": "2026-04-13T21:56:06.987769", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0246", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 246 } } }, { "model": "complaints.complaint", "pk": "ecbc4ecb-d000-4d37-a61f-7d10a2c155b8", "fields": { "created_at": "2022-12-03T07:36:00Z", "updated_at": "2026-04-13T18:56:42.026Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-12-0615", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "on 1 DEC 2022 I went to the clinic 20 to do ( EAR PEIRCING) for my baby and I was waiting for 40 minutes after that the nurses told me she can not do it today . ", "description": "on 1 DEC 2022 I went to the clinic 20 to do ( EAR PEIRCING) for my baby and I was waiting for 40 minutes after that the nurses told me she can not do it today . \n\n[Arabic]:\nفي 1 ديسمبر 2022 ذهبت إلى العيادة لإجراء عملية ثقب الأذن لطفلي، وانتظرت لمدة 40 دقيقة، وبعد ذلك أخبرتني الممرضات أنها لا تستطيع القيام بذلك اليوم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "a173a340-9dee-4115-a901-b4555e546500", "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-02T21:00:00Z", "due_at": "2022-12-05T07:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-04T21:00:00Z", "second_reminder_sent_at": "2022-12-06T21:00:00Z", "escalated_at": "2022-12-09T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-12-02T21:00:00Z", "explanation_received_at": "2022-12-10T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-11T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30238336, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.1. Examination", "classification": "1.1.1. Examination not performed" }, "timeline": { "sent": "2022-12-03 00:00:00", "closed": null, "received": "2022-12-03 10:36:00", "resolved": "2022-12-12 00:00:00", "escalated": "2022-12-10 00:00:00", "first_reminder": "2022-12-05 00:00:00" }, "imported_at": "2026-04-13T21:56:42.022681", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0615", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة تقديم الأدوية الوريدية (20)", "main": "التمريض" }, "original_complaint_num": 615 } } }, { "model": "complaints.complaint", "pk": "ecbcca8a-6db4-441c-b837-101685ca3159", "fields": { "created_at": "2024-05-15T16:51:00Z", "updated_at": "2026-04-13T18:59:47.268Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-05-2472", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There has been a noticeable delay in submitting the request to the insurance company. After leaving the medical clinic, we waited for a long time. Upon contacting the insurance company, they informed us that an incorrect code had been entered, which was not related to the clinic's specialty. After that, we were told that the doctor had not written the report.\n\nWhen we returned for the third time to the approvals window, I was informed that the doctor had still not completed the report. All this ", "description": "There has been a noticeable delay in submitting the request to the insurance company. After leaving the medical clinic, we waited for a long time. Upon contacting the insurance company, they informed us that an incorrect code had been entered, which was not related to the clinic's specialty. After that, we were told that the doctor had not written the report.\n\nWhen we returned for the third time to the approvals window, I was informed that the doctor had still not completed the report. All this delay was due to a lack of follow-up and communication between the doctor and the approvals department. It is worth noting that I paid for the medications in cash because my wife's condition could not bear any further delays, and we needed to leave the hospital immediately.\n\n[Arabic]:\nتأخير واضح في رفع الطلب لشركة التامين حيث انه تم الخروج من عيادة الطبيه وتم الانتظار لوقت طويل وبعد التواصل مع شركة التامين افادوا بادخال كود خطأ وليس له علاقة بالتخصص للعياده وبعدها تم الانتظار وافادتنا بعدم كتابة الطبيبه للتقرير وعند الرجوع والانتظار للمره الثالثه عند شباك الموافقات يتم افادتي ان الطبيبه لم تقوم بكتابة التقرير بشكل وكل هذا التاخير بسبب عدم المتابعه والتواصل بين الطبيب وقسم الموافقات علما انه تم دفع قيمة الادوية كاش لان حالة زوجتي كانت لا تحتمل الانتظار والخروج من المستشفى على الفور .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-15T21:00:00Z", "due_at": "2024-05-17T16:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-17T21:00:00Z", "second_reminder_sent_at": "2024-05-17T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-15T21:00:00Z", "explanation_received_at": "2024-05-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30286365, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-05-16 00:00:00", "closed": null, "received": "2024-05-15 19:51:00", "resolved": "2024-05-30 00:00:00", "escalated": null, "first_reminder": "2024-05-18 00:00:00" }, "imported_at": "2026-04-13T21:59:47.261612", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2472", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2472 } } }, { "model": "complaints.complaint", "pk": "ecc27735-7c11-48fe-85aa-6dabd4ddb812", "fields": { "created_at": "2023-11-19T16:37:00Z", "updated_at": "2026-04-13T18:58:44.370Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1868", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An employee used a reprimanding and mocking tone towards the clients, including me. This was observed for only fifteen minutes, and repeatedly, especially since some of the clients were suffering from nervous and psychological conditions. We await your response and clarification.", "description": "An employee used a reprimanding and mocking tone towards the clients, including me. This was observed for only fifteen minutes, and repeatedly, especially since some of the clients were suffering from nervous and psychological conditions. We await your response and clarification.\n\n[Arabic]:\nموظفة تستخدم أسلوب توبيخ، وسخرية للمراجعين ومعي أنا أيضا. تم ملاحظة هذا الشي لمدة ربع ساعة فقط , وبشكل متكرر خصوصا أن المراجعين يكون منهم مريض عصبي ونفسي بانتظار ردكم والتوضيح . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-20T21:00:00Z", "due_at": "2023-11-21T16:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-24T21:00:00Z", "second_reminder_sent_at": "2023-11-25T21:00:00Z", "escalated_at": "2023-11-26T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-11-20T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-12-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30125666, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-11-21 00:00:00", "closed": "2023-12-07 00:00:00", "received": "2023-11-19 19:37:00", "resolved": null, "escalated": "2023-11-27 00:00:00", "first_reminder": "2023-11-25 00:00:00" }, "imported_at": "2026-04-13T21:58:44.361383", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1868", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1868 } } }, { "model": "complaints.complaint", "pk": "eccb4ec6-39f2-474b-ad54-842321176c41", "fields": { "created_at": "2023-05-21T13:10:00Z", "updated_at": "2026-04-13T18:57:40.630Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Marfa Hanna Salloum", "expected_result": "", "reference_number": "CMP-2023-05-1274", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "db141bc8-fe52-43bf-a162-b8872e4f8488", "staff": "ea626a80-283a-47a5-8c94-f4b4119ddb58", "title": "On May 21, 2023, we were treated inappropriately by Dr. Marva, who spoke to us in a strange and mocking manner, asking, \"Is there anyone from the child's family who hasn't come with you?\" If there is a specific number of accompanying persons allowed, we should be informed by the relevant department, not by her.", "description": "On May 21, 2023, we were treated inappropriately by Dr. Marva, who spoke to us in a strange and mocking manner, asking, \"Is there anyone from the child's family who hasn't come with you?\" If there is a specific number of accompanying persons allowed, we should be informed by the relevant department, not by her.\n\n[Arabic]:\nبتاريخ 21 مايو 2023م تم التعامل معنا من قبل الطبيبة مارفا بشكل غير لائق وبطريقة غريبه وتهكم قائله هل بقي احد من اهل الطفل لم يأت معكم !! في حال وجود عدد معين للمرافقين يتم ابلاغنا من القسم المختص بذلك وليس من قبلها . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-21T21:00:00Z", "due_at": "2023-05-23T13:10:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-05-22T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-21T21:00:00Z", "explanation_received_at": "2023-05-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-24T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30267717, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-22 00:00:00", "closed": null, "received": "2023-05-21 16:10:00", "resolved": "2023-05-25 00:00:00", "escalated": null, "first_reminder": "2023-05-23 00:00:00" }, "imported_at": "2026-04-13T21:57:40.621223", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1274", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 1274 } } }, { "model": "complaints.complaint", "pk": "ece5ea38-a6a7-4284-89de-1edba1800c0b", "fields": { "created_at": "2025-06-25T14:47:00Z", "updated_at": "2026-04-13T19:02:12.498Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.محمد مطر", "expected_result": "", "reference_number": "CMP-2025-06-4386", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in examining the patient and failure to provide medical services (performing an operation).", "description": "Delay in examining the patient and failure to provide medical services (performing an operation).\n\n[Arabic]:\n تأخير في معاينة المريض وتقصير في تقديم الخدمة العلاجية (اجراء عملية).", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-27T14:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-25T14:47:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4386, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "ececf043-624e-4642-b2a7-d467d7df9dd7", "fields": { "created_at": "2025-10-28T06:41:00Z", "updated_at": "2026-04-13T19:03:03.775Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5169", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "ترغب المراجعه برفع التقارير الطبيه عل تطبيق صحتي ", "description": "ترغب المراجعه برفع التقارير الطبيه عل تطبيق صحتي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-30T06:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-28T06:41:00Z", "explanation_received_at": "2025-10-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5169, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "ed0edfdd-5211-4381-8670-22cf64aa55ba", "fields": { "created_at": "2024-04-03T19:40:00Z", "updated_at": "2026-04-13T18:59:36.568Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2349", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "vaccination not avalible on the system ID for mom :1049905464 ", "description": "vaccination not avalible on the system ID for mom :1049905464 \n\n[Arabic]:\nالتطعيم غير متوفر في النظام. رقم الهوية للأم: 1049905464.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-02T21:00:00Z", "due_at": "2024-04-05T19:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-02T21:00:00Z", "explanation_received_at": "2024-04-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30319832, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-03 00:00:00", "closed": null, "received": "2024-04-03 22:40:00", "resolved": "2024-04-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:36.566100", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2349", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 2349 } } }, { "model": "complaints.complaint", "pk": "ed43019b-c434-4e16-aad4-8e0b18d49f4c", "fields": { "created_at": "2025-07-24T08:59:00Z", "updated_at": "2026-04-13T19:02:25.416Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.رانيا ", "expected_result": "", "reference_number": "CMP-2025-07-4525", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The reviewer reported that she did not benefit from the doctor's visit and that her questions were not answered clearly.", "description": "The reviewer reported that she did not benefit from the doctor's visit and that her questions were not answered clearly.\n\n[Arabic]:\nتفيد المراجعة بعدم استفادتها من زيارة الطبيبة وعدم الإجابة على اسئلتها بشكل واضح ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 13, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-26T08:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-24T08:59:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4525, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "ed44e2c6-2a0b-486b-87e7-fb9901f2e84c", "fields": { "created_at": "2024-05-29T11:42:00Z", "updated_at": "2026-04-13T18:59:48.519Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Yousef El Nemrawi", "expected_result": "", "reference_number": "CMP-2024-05-2525", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "I attended with my son (the patient), and a request was submitted to the insurance company without clearly explaining the medical justifications. Additionally, he spoke in an unprofessional manner, stating, “You have a big belly (a potbelly).”", "description": "I attended with my son (the patient), and a request was submitted to the insurance company without clearly explaining the medical justifications. Additionally, he spoke in an unprofessional manner, stating, “You have a big belly (a potbelly).”\n\n[Arabic]:\nتم حضور انا والمراجع ابني وتم رفع لتامين دون التوضيح للمبررات الطبية بالاضافة بالتحدث بااسلوب غير مهني قائلا (بان لدي كرشه ) ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-28T21:00:00Z", "due_at": "2024-05-31T11:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-28T21:00:00Z", "second_reminder_sent_at": "2024-05-31T21:00:00Z", "escalated_at": "2024-05-31T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-05-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-06-25T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30151231, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-29 00:00:00", "closed": "2024-06-26 00:00:00", "received": "2024-05-29 14:42:00", "resolved": null, "escalated": "2024-06-01 00:00:00", "first_reminder": "2024-05-29 00:00:00" }, "imported_at": "2026-04-13T21:59:48.506931", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2525", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2525 } } }, { "model": "complaints.complaint", "pk": "ed909f2a-f397-4098-9671-a710319eccaf", "fields": { "created_at": "2023-09-20T15:59:00Z", "updated_at": "2026-04-13T18:58:20.680Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1644", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The patient was informed that the costs of the cesarean section would be covered by insurance, but the matter is still pending between the hospital and the insurance company, and a promissory note has been requested.", "description": " The patient was informed that the costs of the cesarean section would be covered by insurance, but the matter is still pending between the hospital and the insurance company, and a promissory note has been requested.\n\n[Arabic]:\n تمت افادة المريض بحتساب تكاليف العملية القيصرية على التامين ولاكن مازال الموضوع معلق مابين المستشفى وشركة التامين وتم طلب توقيع سند امر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-23T21:00:00Z", "due_at": "2023-09-22T15:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-23T21:00:00Z", "explanation_received_at": "2023-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-17T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1774293, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-09-24 00:00:00", "closed": " ", "received": "2023-09-20 18:59:00", "resolved": "2023-09-18 00:00:00", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:20.675061", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1644", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1644 } } }, { "model": "complaints.complaint", "pk": "edc6b4ea-acc7-4b13-bd94-0fe2e6150f4e", "fields": { "created_at": "2022-12-17T10:58:00Z", "updated_at": "2026-04-13T18:56:44.317Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "8829-FATAT ARIF NABHA ", "expected_result": "", "reference_number": "CMP-2022-12-0680", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the doctor for an emergency, complaining of back and lower abdominal pain with blood. She misunderstood me, thinking I was there to get sick leave, because she spoke to the nurse in English, asking her to check the system if I had come in the previous time to get sick leave. I told her, \"Doctor, I didn't come for sick leave, but I came because I have a problem.\" The treatment was inappropriate.", "description": "I went to the doctor for an emergency, complaining of back and lower abdominal pain with blood. She misunderstood me, thinking I was there to get sick leave, because she spoke to the nurse in English, asking her to check the system if I had come in the previous time to get sick leave. I told her, \"Doctor, I didn't come for sick leave, but I came because I have a problem.\" The treatment was inappropriate.\n\n[Arabic]:\n دخلت على الدكتوره لحالة طارئة اشتكي من الم بالظهر واسفل البطن مع وجود دم اساءت الظن فيني بان مراجعتي من اجل اخذ اجازة مرضيه لانها خاطبت الممرضة بالانجليزيه تسالها ان تتاكد من السستم اذا قد حضرت المرة السابقة لاخذ اجازة مرضيه فقلت لها دكتوره انا لم احضر من اجل الاجازه المرضية بل حضرت لوجود مشكلة لدي ، حيث كان التعامل غير لائق . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-19T10:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": "2022-12-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-12-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30116969, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": null, "received": "2022-12-17 13:58:00", "resolved": "2022-12-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:44.309926", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0680", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 680 } } }, { "model": "complaints.complaint", "pk": "edcf78a3-edbe-4ff8-b4ec-339b49904f7f", "fields": { "created_at": "2025-02-16T12:11:00Z", "updated_at": "2026-04-13T19:01:25.245Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3737", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " سوينا تحليل وبلغونا النتيجه في حدود 10 ايام ومن بعد ال 10 ايام نحاول نتواصل بشكل يومي ولكن المختبر\nمايرد على اتصالاتنا بعد 18 يوم تواصلنا مع قسم الاستفسارات\nوبلغونا العينه فيها خلل وبتتواصل معكم الدكتوره وبعد التواصل مع الدكتوره ابلغتنا نسوي تحليل ثاني وننتظر 10\nايام ثانيه ", "description": " سوينا تحليل وبلغونا النتيجه في حدود 10 ايام ومن بعد ال 10 ايام نحاول نتواصل بشكل يومي ولكن المختبر\nمايرد على اتصالاتنا بعد 18 يوم تواصلنا مع قسم الاستفسارات\nوبلغونا العينه فيها خلل وبتتواصل معكم الدكتوره وبعد التواصل مع الدكتوره ابلغتنا نسوي تحليل ثاني وننتظر 10\nايام ثانيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-18T12:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-16T12:11:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3737, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "ede8eaf3-4757-4408-8af6-0e068894ac99", "fields": { "created_at": "2025-10-27T12:54:00Z", "updated_at": "2026-04-13T19:03:03.494Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr KHALID ABDULLAH R ALNEMER", "expected_result": "", "reference_number": "CMP-2025-10-5161", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am submitting this complaint to you regarding what happened during our visit to Dr. Khaled Al-Nimr, after prior coordination with his coordinator due to an emergency concerning my mother.\n\nUpon our arrival, the doctor began asking about my mother's recent blood pressure readings. She replied that they had not been recorded before the visit. The doctor asked her why, and I explained that I do not live with her in the same house as her, as I am married and live independently.\nAt this point, the ", "description": "I am submitting this complaint to you regarding what happened during our visit to Dr. Khaled Al-Nimr, after prior coordination with his coordinator due to an emergency concerning my mother.\n\nUpon our arrival, the doctor began asking about my mother's recent blood pressure readings. She replied that they had not been recorded before the visit. The doctor asked her why, and I explained that I do not live with her in the same house as her, as I am married and live independently.\nAt this point, the doctor began directing inappropriate and unprofessional words at me, completely out of context. He said, almost verbatim:\n\n\"Why didn't you take your mother's measurements? Does marriage and your wife make you neglect your mother? Don't neglect your wife; a woman has a thousand other women.\"\n\nHe also directed sarcastic remarks at my mother, saying:\n\n\"Do you have another son? This one is useless. Bring someone else!\"\n\nThis was said in front of the coordinator, who simply laughed, which only made the situation worse. I tried to respond to the doctor calmly, saying:\n\n\"Doctor, respect your patients, respect me, and respect my manhood. This is inappropriate.\"\n\nHowever, the doctor ended the interview by saying:\n\n\"If that's your response, then leave. Just prescribe her blood pressure medication.\"\n\nHe then ended the visit without a comprehensive medical examination of my mother or answering our medical questions. This rendered our visit incomplete in its therapeutic purpose. His words caused my mother psychological distress and a spike in her blood pressure.\n\nThe doctor's actions are inconsistent with his medical standing and professional ethics. They constitute an insult to patients who came seeking treatment, not investigation or reprimand.\n\nI ask you to look into this incident, investigate it, and take appropriate legal action to protect patients' rights and respect the human and professional relationship between doctors and their patients.\n\n[Arabic]:\nأتقدم إليكم بهذه الشكوى حول ما حدث أثناء مراجعتنا للدكتور خالد النمر التنسيق المسبق مع المنسقة الخاصة به نظرًا لوجود حالة طارئة تخص والدتي.\n\nعند دخولنا على الطبيب، بدأ بالسؤال عن قراءات ضغط والدتي الأخيرة، فأجابت بأنها لم تُسجل القراءات قبل الحضور. فسألها الطبيب عن السبب، فأوضحت أنني لا أعيش معها في نفس المنزل لكوني متزوجًا ومستقلًا بسكن خاص.\nفي هذه اللحظة، بدأ الدكتور بتوجيه كلمات غير لائقة وغير مهنية نحوي، خارجة عن سياق الحالة الطبية، حيث قال بالحرف تقريبًا:\n\n\"ليش ما أخذت قياسات أمك؟ هل الزواج وزوجتك يخليك تقصر مع أمك؟ لا تخلي الزوجة ، الحرمة بدالها ألف حرمة.\"\n\nكما وجه لوالدتي كلامًا ساخرًا بقوله:\n\n\"هل عندك غير هذا الابن؟ هذا ما يصلح، جيبي غيره!\"\n\nوقد كان هذا الكلام أمام المنسقة التي اكتفت بالضحك، مما زاد من الموقف سوءًا.\nحاولت الرد على الطبيب بهدوء وقلت له:\n\n\"يا دكتور، احترم مرضاك، احترمني واحترم رجولتي، هذا الكلام لا يليق.\"\n\nإلا أن الطبيب أنهى المقابلة قائلًا:\n\n\"إذا هذا ردك خلاص اطلعوا، بصرف لها دواء الضغط فقط.\"\n\nثم أنهى الزيارة دون فحص طبي شامل لوالدتي أو الإجابة على استفساراتنا الطبية، مما جعل زيارتنا ناقصة في الغرض العلاجي، وتسببت كلماته في توتر نفسي لوالدتي وارتفاع في ضغطها.\n\nإن ما بدر من الطبيب لا يتناسب مع مكانته الطبية ولا مع أخلاقيات المهنة، ويمثل إساءة لمراجعين جاءوا طلبًا للعلاج، وليس للتحقيق أو التوبيخ.\nأرجو منكم النظر في هذه الواقعة والتحقق منها، واتخاذ الإجراء النظامي المناسب، حفاظًا على حقوق المرضى واحترام العلاقة الإنسانية والمهنية بين الطبيب ومراجعيه.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-29T12:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-27T12:54:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5161, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "ede8f95c-d77b-45ea-bbc3-f7447814e067", "fields": { "created_at": "2025-11-23T10:58:00Z", "updated_at": "2026-04-13T19:03:14.484Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5356", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A request was submitted by the hospital to perform the operation, but the approval request was rejected by the insurance company due to the operation code. When the doctor reviewed the request to change the code to the correct code, the doctor refused to make the change despite the existence of a clear agreement between the insurance company and the hospital in this regard.", "description": "A request was submitted by the hospital to perform the operation, but the approval request was rejected by the insurance company due to the operation code. When the doctor reviewed the request to change the code to the correct code, the doctor refused to make the change despite the existence of a clear agreement between the insurance company and the hospital in this regard.\n\n[Arabic]:\nتم رفع طلب من قِبل المستشفى لإجراء العملية، إلا أن طلب الموافقة تم رفضه من شركة التأمين بسبب كود العملية، وعند مراجعة الطبيب لطلب تعديل الكود إلى الكود الصحيح، تم رفض إجراء التعديل من قبل الطبيب رغم وجود اتفاقية واضحة بين شركة التأمين والمستشفى بهذا الشأن.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-25T10:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-23T10:58:00Z", "explanation_received_at": "2025-11-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5356, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "ee220af4-4063-4eb0-9d52-c4a4e5453b97", "fields": { "created_at": "2022-11-09T16:46:00Z", "updated_at": "2026-04-13T18:56:31.224Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0519", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification was not delivered.", "description": "The birth notification was not delivered.\n\n[Arabic]:\nلم يتم تسليم تبليغ الولاده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-08T21:00:00Z", "due_at": "2022-11-11T16:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-08T21:00:00Z", "explanation_received_at": "2022-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-08T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220611, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.4.Birth registry issues" }, "timeline": { "sent": "2022-11-09 00:00:00", "closed": null, "received": "2022-11-09 19:46:00", "resolved": "2022-11-09 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:31.218899", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0519", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 519 } } }, { "model": "complaints.complaint", "pk": "ee246aaf-0e4c-4ec9-a164-6d786df2dde0", "fields": { "created_at": "2025-12-01T10:39:00Z", "updated_at": "2026-04-13T19:03:23.601Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5392-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The intravenous (IV) fluid had finished for some time without being monitored, replaced, or removed\nfrom the patient’s arm, the with no change of bed linens or adequate ventilation,The patient’s room\n.was not ventilated", "description": "The intravenous (IV) fluid had finished for some time without being monitored, replaced, or removed\nfrom the patient’s arm, the with no change of bed linens or adequate ventilation,The patient’s room\n.was not ventilated\n\n[Arabic]:\nانتهى السائل الوريدي (IV) لبعض الوقت دون مراقبته أو استبداله أو إزالته من ذراع المريض، ودون تغيير أغطية السرير أو التهوية الكافية، ولم تكن غرفة المريض جيدة التهوية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 156, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-03T10:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-01T10:39:00Z", "explanation_received_at": "2025-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5392, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "ee57829c-1946-4cd3-b7fb-ea57dc285454", "fields": { "created_at": "2023-10-30T08:44:00Z", "updated_at": "2026-04-13T18:58:32.959Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1772", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Check your email.", "description": "Check your email.\n\n[Arabic]:\nالاطلاع على الايميل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-29T21:00:00Z", "due_at": "2023-11-01T08:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-29T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-10-29T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1545711, "source": "وزارة الصحة", "taxonomy": { "domain": null, "category": null, "subcategory": null, "classification": null }, "timeline": { "sent": "2023-10-30 00:00:00", "closed": "2023-10-30 00:00:00", "received": "2023-10-30 11:44:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.949778", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1772", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1772 } } }, { "model": "complaints.complaint", "pk": "ee7084ae-3467-4d04-b62a-261cb76a3237", "fields": { "created_at": "2023-07-06T07:45:00Z", "updated_at": "2026-04-13T18:57:58.887Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1408", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The hospital was contacted regarding a medical report but received no response.", "description": "The hospital was contacted regarding a medical report but received no response.\n\n[Arabic]:\nتم التواصل مع المستشفى بخصوص تقرير طبي ولم يتم التجاوب . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-05T21:00:00Z", "due_at": "2023-07-08T07:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-05T21:00:00Z", "explanation_received_at": "2023-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1330121, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-07-06 00:00:00", "closed": null, "received": "2023-07-06 10:45:00", "resolved": "2023-07-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:58.884491", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1408", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1408 } } }, { "model": "complaints.complaint", "pk": "ee730139-abac-4d6b-84cf-1ffc099990ee", "fields": { "created_at": "2024-01-06T15:48:00Z", "updated_at": "2026-04-13T18:59:05.976Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "WALEED ABDALRAHMAN AHMED MOHAMMED", "expected_result": "", "reference_number": "CMP-2024-01-2049", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0b2557f0-9b28-4915-957e-6a55ecdceb67", "staff": "1439715c-b384-43e6-a1e1-606b29cfe573", "title": "He donated blood and the nurse accidentally injected a nerve with a needle.", "description": "He donated blood and the nurse accidentally injected a nerve with a needle.\n\n[Arabic]:\n تبرع دم وقام الممرض ضرب ابره بالعصب بالغلط", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 211, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-08T15:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-08T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": "2024-01-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-10T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1106561812, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": null, "received": "2024-01-06 18:48:00", "resolved": "2024-01-11 00:00:00", "escalated": null, "first_reminder": "2024-01-09 00:00:00" }, "imported_at": "2026-04-13T21:59:05.972024", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2049", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "بنك الدم", "main": "الطبي" }, "original_complaint_num": 2049 } } }, { "model": "complaints.complaint", "pk": "ee9d0aa7-170f-4a7e-9cef-edec595b1714", "fields": { "created_at": "2024-07-25T16:32:00Z", "updated_at": "2026-04-13T19:00:07.665Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2735", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment was at 6 and I waited for 35 minutes", "description": "My appointment was at 6 and I waited for 35 minutes\n\n[Arabic]:\nموعدي كان الساعة ٦ و انتظرت لمدة ٣٥ دقيقة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-24T21:00:00Z", "due_at": "2024-07-27T16:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-07-28T21:00:00Z", "second_reminder_sent_at": "2024-07-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-24T21:00:00Z", "explanation_received_at": "2024-07-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-30T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30031545, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-07-25 00:00:00", "closed": null, "received": "2024-07-25 19:32:00", "resolved": "2024-07-31 00:00:00", "escalated": null, "first_reminder": "2024-07-29 00:00:00" }, "imported_at": "2026-04-13T22:00:07.657919", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2735", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2735 } } }, { "model": "complaints.complaint", "pk": "eefe3592-b076-4170-a1b6-2a4f95709352", "fields": { "created_at": "2023-10-16T11:19:00Z", "updated_at": "2026-04-13T18:58:31.051Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1722", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There was a delay in uploading the premarital medical examination data, and I was informed that it had been uploaded but it did not appear.", "description": "There was a delay in uploading the premarital medical examination data, and I was informed that it had been uploaded but it did not appear.\n\n[Arabic]:\nتاخير في رفع بيانات فحص ماقبل الزواج وتمت افادتي برفعها ولاكن لم تظهر . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-15T21:00:00Z", "due_at": "2023-10-18T11:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-15T21:00:00Z", "explanation_received_at": "2023-10-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30294380, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": "Medical report issues" }, "timeline": { "sent": "2023-10-16 00:00:00", "closed": null, "received": "2023-10-16 14:19:00", "resolved": "2023-10-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.048804", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1722", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1722 } } }, { "model": "complaints.complaint", "pk": "ef05f9c1-ccb3-4843-9dc0-2eb2d8f54d48", "fields": { "created_at": "2025-03-19T10:17:00Z", "updated_at": "2026-04-13T19:01:36.240Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3918", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "In the intensive care unit, the patient developed a tracheostomy while on the ventilator, with swollen hands and fluid accumulation that required two surgical interventions to drain the fluids, and a second procedure to remove the damaged tissue due to swelling. I request verification to ensure there was no negligence and to confirm whether preventive measures were taken to avoid swelling in the hands after they were tied. Additionally, I seek an investigation into the delay in the surgical inte", "description": "In the intensive care unit, the patient developed a tracheostomy while on the ventilator, with swollen hands and fluid accumulation that required two surgical interventions to drain the fluids, and a second procedure to remove the damaged tissue due to swelling. I request verification to ensure there was no negligence and to confirm whether preventive measures were taken to avoid swelling in the hands after they were tied. Additionally, I seek an investigation into the delay in the surgical intervention to drain the fluids, which led to complications requiring tissue removal from the hand. I had signed the consent form, but the intervention did not occur until after several days, as the medical approval was not followed up until I personally checked after three days and informed them of the existing approval.\n\n[Arabic]:\n في العناية المركزة حصل شق حنجري على جهاز التنفس الصناعي يدين متورمة وتجمع للسوائل استدعى تدخل جراحي مرتين لسحب السوائل، ومره ثانية لاستئصال الأنسجة المتضررة من التورم, اطلب التحقق من عدم وجود اهمال وهل تم اتخاذ اجراءات وقائية لمنع حدوث تورم في اليدين بعد ربطها , والتحقق في أسباب تأخر التدخل الجراحي لسحب السوائل مما سبب مضاعفات استدعت استئصال انسجة من اليد حيث وقعت على الموافقة ولم يتم التدخل الا بعد أيام حيث ان الموافقة الطبية لم يتم المتابعة فيها لحين تابعتها بنفسي بعد 3 ايام واخبرتهم بوجود موافقة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-21T10:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-19T10:17:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3918, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "ef9c509a-dfa9-48f2-bcbc-bc7cf05bc337", "fields": { "created_at": "2025-04-17T15:55:00Z", "updated_at": "2026-04-13T19:01:47.669Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم التقارير الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4033", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"There is a delay in processing the leave", "description": "\"There is a delay in processing the leave\n\n[Arabic]:\nيوجد تاخير في رفع الاجازه ... ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-19T15:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-17T15:55:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4033, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "efa3b3f7-4e9d-44b4-9d71-4478edab54b1", "fields": { "created_at": "2025-01-09T10:44:00Z", "updated_at": "2026-04-13T19:01:11.541Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3486", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unprofessional behavior by the reception staff.", "description": "Unprofessional behavior by the reception staff.\n\n[Arabic]:\nاسلوب غير مهني موظف الاستقبال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-11T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-09T10:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3486, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "efb7a5e9-2954-453a-a632-89b98dfd5ed3", "fields": { "created_at": "2022-09-06T07:39:00Z", "updated_at": "2026-04-13T18:56:05.312Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0071", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A medication that was unavailable inside and outside Al Hammadi Hospital was dispensed.", "description": "A medication that was unavailable inside and outside Al Hammadi Hospital was dispensed.\n\n[Arabic]:\nتم صرف دواء غير متوفر داخل وخارج مستشفى الحمادي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 2, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-05T21:00:00Z", "due_at": "2022-09-08T07:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-05T21:00:00Z", "explanation_received_at": "2022-09-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30209054, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.8.Medication shortages" }, "timeline": { "sent": "2022-09-06 00:00:00", "closed": null, "received": "2022-09-06 10:39:00", "resolved": "2022-09-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:05.309448", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0071", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات القلب", "main": "الطبي" }, "original_complaint_num": 71 } } }, { "model": "complaints.complaint", "pk": "efcfc846-8315-4c6c-8400-ef534446338e", "fields": { "created_at": "2022-12-31T07:29:00Z", "updated_at": "2026-04-13T18:56:46.338Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.NASHWA", "expected_result": "", "reference_number": "CMP-2022-12-0735", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The delay in taking the test, which was postponed multiple times despite my arrival at the hospital 20 minutes before the scheduled time, is not surprising given her work style. She spends long periods chatting in Clinic 7.", "description": "The delay in taking the test, which was postponed multiple times despite my arrival at the hospital 20 minutes before the scheduled time, is not surprising given her work style. She spends long periods chatting in Clinic 7.\n\n[Arabic]:\n المماطله في دخول الاختبار وتأخيره لأكثر من مره رغم وجودي بالمستشفى قبل الموعد ب٢٠ دقيقة وهذا غير\nمستغرب بسبب طريقتها في العمل ف هي تجلس لفترات طويلة في السواليف بعيادة 7", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 1, "subsection": 57, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-31T21:00:00Z", "due_at": "2023-01-02T07:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2022-12-31T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30000472, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-01-01 00:00:00", "closed": "2023-01-01 00:00:00", "received": "2022-12-31 10:29:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.332841", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0735", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "فني دراسة الجهد القلب", "main": "الطبي" }, "original_complaint_num": 735 } } }, { "model": "complaints.complaint", "pk": "effc4e10-2dd7-45af-bd5b-672e33a8cd26", "fields": { "created_at": "2023-10-18T10:22:00Z", "updated_at": "2026-04-13T18:58:31.517Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "13592-MOHAMED ALI ELAMEEN MOHAMED ", "expected_result": "", "reference_number": "CMP-2023-10-1729", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We came two weeks ago and my husband was in severe pain. Upon entering the doctor, it was explained to the doctor that the patient might have fallen and it was not possible to know the cause of the pain. An X-ray was requested and refused because my husband had an X-ray done two months ago. The patient, knowing that after returning to the emergency room, it became clear that he was suffering from a rib fracture and bleeding around the lung, and his condition was very serious.", "description": "We came two weeks ago and my husband was in severe pain. Upon entering the doctor, it was explained to the doctor that the patient might have fallen and it was not possible to know the cause of the pain. An X-ray was requested and refused because my husband had an X-ray done two months ago. The patient, knowing that after returning to the emergency room, it became clear that he was suffering from a rib fracture and bleeding around the lung, and his condition was very serious.\n\n[Arabic]:\n حضرنا قبل اسبوعين وكان زوجي يتالم الم شديد وعند الدخول للدكتور تم الشرح للطبيب ان يمكن ان المريض سقط ولا يمكن معرفة ماسبب الالم وتم طلب اجراء اشعه ورفض السبب انه مسوي لزوجي اشعه قبل شهرين والمريض علما انه بعد الرجوع للطوارئ تبين انه يعاني من كسر باالضلوع ونزيف حول الرئه وحالته جدا خطيره . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "a173a340-9dee-4115-a901-b4555e546500", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-17T21:00:00Z", "due_at": "2023-10-20T10:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-17T21:00:00Z", "explanation_received_at": "2023-10-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-06T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30062177, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Examination", "classification": "Inadequate/incomplete assessment" }, "timeline": { "sent": "2023-10-18 00:00:00", "closed": null, "received": "2023-10-18 13:22:00", "resolved": "2023-11-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:31.514759", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1729", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1729 } } }, { "model": "complaints.complaint", "pk": "f025e8af-8169-45eb-915c-d28d779eb8a9", "fields": { "created_at": "2022-09-03T17:57:00Z", "updated_at": "2026-04-13T18:56:04.971Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ABDELHAKIM ABDELAZIZ AL OTAY ", "expected_result": "", "reference_number": "CMP-2022-09-0060", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "3f2cd1a8-69e2-4d3d-9d98-22e91b16a1ea", "title": "On 29-12-2021, we consulted Dr. Abdulhakim, as the patient, Fahd Khalil, was suffering from an undescended testicle. Circumcision was agreed upon with Dr. Abdulhakim to perform both operations at the same time. However, after the child was anesthetized and entered the operating room, we were surprised to receive a call from the doctor stating that the approval was only for the testicular fixation operation. He stated that he would handle the matter, that it was not a cause for concern, and that ", "description": "On 29-12-2021, we consulted Dr. Abdulhakim, as the patient, Fahd Khalil, was suffering from an undescended testicle. Circumcision was agreed upon with Dr. Abdulhakim to perform both operations at the same time. However, after the child was anesthetized and entered the operating room, we were surprised to receive a call from the doctor stating that the approval was only for the testicular fixation operation. He stated that he would handle the matter, that it was not a cause for concern, and that the insurance would cover it. When we wanted to leave the hospital, we were surprised to find that we were obligated to pay 2800 riyals because the insurance did not accept the circumcision operation (knowing that we were not informed beforehand that we had to pay the aforementioned amount). After consulting with the doctor, he stated that the case was submitted to the insurance for a urethral dilation operation (which was originally a circumcision), and a report was written by Dr. Abdulhakim and submitted to the insurance for reimbursement. The insurance stated that the cost of the operation was included in the approval.\n\n[Arabic]:\nبتاريخ 29-12-2021 تم مراجعة د/ عبدالحكيم حيث ان المريض / فهد خليل يعاني من مشكلة الخصية المعلقة ، طهارة وتم الاتفاق مع د/ عبدالحكيم على ان يتم اجراء العمليتين بنفس الوقت ، ولكن فوجئنا بعد تخدير الطفل ودخوله غرفة العمليات بإتصال من الدكتور يفيد بأنه لم يتم رفق الموافقة الا بعملية تثبيت الخصيتين فقط وأفاد بانه ( سيتصرف بالموضوع وانه غير مقلق وان التأمين سيتكفل بها ) وعندما اردنا الخروج من المستشفى فوجئنا بأننا مجبرين على دفع مبلغ ٢٨٠٠ ريال بسبب عدم قبول التأمين لعملية الطهارة ( مع العلم بانه لم يتم افادتنا بوجوب دفعنا للمبلغ المذكور من قبل ) وبعد مراجعة الدكتور افاد بانه تم رفع الحالة للتأمين بعملية توسيع مجرى البول ( والعملية في الاصل طهارة ) وتم كتابة تقرير من قبل الدكتور / عبدالحكيم ورفعها للتأمين للاستعاضة وافاد التأمين بان مبلغ العملية من ضمن الموافقة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 18, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-03T21:00:00Z", "due_at": "2022-09-05T17:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-04T21:00:00Z", "second_reminder_sent_at": "2022-09-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-03T21:00:00Z", "explanation_received_at": "2022-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-13T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168144, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-09-04 00:00:00", "closed": null, "received": "2022-09-03 20:57:00", "resolved": "2022-09-14 00:00:00", "escalated": null, "first_reminder": "2022-09-05 00:00:00" }, "imported_at": "2026-04-13T21:56:04.967773", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0060", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة المسالك البولية", "main": "الطبي" }, "original_complaint_num": 60 } } }, { "model": "complaints.complaint", "pk": "f035b33c-bb0a-472d-819e-5a554a916bf4", "fields": { "created_at": "2024-12-05T11:40:00Z", "updated_at": "2026-04-13T19:00:59.916Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3300", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "We requested to submit a service purchase request from the Ministry of Health to extend the hospital stay, but this was rejected by the employee, who said that the system was down, even though I contacted the Ministry of Health and told him that they had informed me that it was possible to submit a request via email, but this was not done, and therefore I left the hospital.", "description": "We requested to submit a service purchase request from the Ministry of Health to extend the hospital stay, but this was rejected by the employee, who said that the system was down, even though I contacted the Ministry of Health and told him that they had informed me that it was possible to submit a request via email, but this was not done, and therefore I left the hospital.\n\n[Arabic]:\nطلبنا رفع طلب شراء خدمة من وزارة الصحة لتمديد ايام التنويم وتم رفض ذلك من الموظف قائلا ان النظام متعطل رغم اني اتصلت على وزارة الصحة واخبرته انهم اخبروني بامكانية رفع طلب عن طريق الإيميل لكن لم يتم ذلك وعلى ذلك تم الخروج من المستشفى ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-12-04T21:00:00Z", "due_at": "2024-12-07T11:40:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-12-04T21:00:00Z", "explanation_received_at": "2024-12-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-12-06T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30357470, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "Patient-staff Communication", "classification": "Miscommunication with Patient" }, "timeline": { "sent": "2024-12-05 00:00:00", "closed": null, "received": "2024-12-05 14:40:00", "resolved": "2024-12-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:59.911985", "satisfaction": "No Response", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3300", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3300 } } }, { "model": "complaints.complaint", "pk": "f057c783-4fc5-4fc4-926a-bad5fcb23888", "fields": { "created_at": "2023-08-10T09:42:00Z", "updated_at": "2026-04-13T18:58:09.010Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-08-1513", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Two babies were born, but only one birth certificate was registered and received, without registering the other.", "description": "Two babies were born, but only one birth certificate was registered and received, without registering the other.\n\n[Arabic]:\nتم ولادة مولودتين واستلام لشهادة تبليغ ولادة واحدة دون الاخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-08-09T21:00:00Z", "due_at": "2023-08-12T09:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-08-09T21:00:00Z", "explanation_received_at": "2023-08-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-08-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280557, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.2.Incorrect medical records" }, "timeline": { "sent": "2023-08-10 00:00:00", "closed": null, "received": "2023-08-10 12:42:00", "resolved": "2023-08-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:09.004398", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2023", "reference_number": "CMP-2023-08-1513", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1513 } } }, { "model": "complaints.complaint", "pk": "f0691d40-681b-4cd4-bb28-c35bcd2faaba", "fields": { "created_at": "2024-01-30T09:48:00Z", "updated_at": "2026-04-13T18:59:09.325Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2141", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife had a consultation at Al Hammadi Hospital, Al Nozha branch, and the service representative charged me more than 10% for the consultation and medication. When I asked how this percentage was calculated, I was told I should contact the cooperative's customer service for clarification, even though the percentage appeared as 10% on their system.\n\nI did contact the cooperative's customer service, and they explained that the billing is done through the hospital's system and recommended that I ", "description": "My wife had a consultation at Al Hammadi Hospital, Al Nozha branch, and the service representative charged me more than 10% for the consultation and medication. When I asked how this percentage was calculated, I was told I should contact the cooperative's customer service for clarification, even though the percentage appeared as 10% on their system.\n\nI did contact the cooperative's customer service, and they explained that the billing is done through the hospital's system and recommended that I file a complaint against the service provider.\n\n[Arabic]:\nكان عند زوجتي كشف في مستشفي الحمادي فرع النزهة وقام ممثل الخدمة بمحاسبتي علي الكشف والدواء بأكثر من ١٠ ٪؜ وعند سؤالي عن كيفية حساب النسبة تم الرد بأنني يجب أن اتواصل مع خدمة عملاء التعاونية ليقوموا بالرد علي استفساري علما بأن النسبة ظاهرة عنده علي النظام ١٠٪؜\nبالفعل قمت بالتواصل مع خدمة عملاء التعاونية وقاموا بتوضيح ان المحاسبات تكون عن طريق نظام المستشفي واوصوا بتقديم شكوي علي مزود الخدمة .\n ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-29T21:00:00Z", "due_at": "2024-02-01T09:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-29T21:00:00Z", "second_reminder_sent_at": "2024-01-31T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-29T21:00:00Z", "explanation_received_at": "2024-01-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-02-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1760166, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "3.4.2.Miscalculation" }, "timeline": { "sent": "2024-01-30 00:00:00", "closed": null, "received": "2024-01-30 12:48:00", "resolved": "2024-02-04 00:00:00", "escalated": null, "first_reminder": "2024-01-30 00:00:00" }, "imported_at": "2026-04-13T21:59:09.322232", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2141", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 2141 } } }, { "model": "complaints.complaint", "pk": "f069294c-faf7-48a9-94e8-a779dad6f535", "fields": { "created_at": "2024-11-03T07:04:00Z", "updated_at": "2026-04-13T19:00:48.167Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3106", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A one-month delay in following up on requirements by the insurance company.", "description": "A one-month delay in following up on requirements by the insurance company.\n\n[Arabic]:\nتاخير ولمدة شهر في متابعة متطلبات من قبل شركة التامين . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-02T21:00:00Z", "due_at": "2024-11-05T07:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-02T21:00:00Z", "explanation_received_at": "2024-11-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30327599, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2024-11-03 00:00:00", "closed": null, "received": "2024-11-03 10:04:00", "resolved": "2024-11-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:48.161950", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3106", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 3106 } } }, { "model": "complaints.complaint", "pk": "f103b04b-6654-441d-854d-d8851d5e11e0", "fields": { "created_at": "2025-07-17T12:28:00Z", "updated_at": "2026-04-13T19:02:23.889Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4471", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المراجعه بأنها تريد رفع التقارير اللازمه لطلب الخدمه ", "description": "تفيد المراجعه بأنها تريد رفع التقارير اللازمه لطلب الخدمه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-19T12:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-17T12:28:00Z", "explanation_received_at": "2025-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4471, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f13167b2-ecbd-425d-81f1-5715182fb6af", "fields": { "created_at": "2024-09-08T07:45:00Z", "updated_at": "2026-04-13T19:00:27.567Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2881", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Upon entering the clinic, the nurse took my temperature outside my ear and informed the doctor that she had not taken the temperature correctly. He said that (just touching you is enough and continue the examination). He asked if I had a runny nose. I said I had a sore throat. He said, \"You answer only the question.\" I said yes and asked him what was wrong with me. He raised his voice at me and treated me inappropriately. He said I had a severe throat infection and would be prescribed antibiotic", "description": "Upon entering the clinic, the nurse took my temperature outside my ear and informed the doctor that she had not taken the temperature correctly. He said that (just touching you is enough and continue the examination). He asked if I had a runny nose. I said I had a sore throat. He said, \"You answer only the question.\" I said yes and asked him what was wrong with me. He raised his voice at me and treated me inappropriately. He said I had a severe throat infection and would be prescribed antibiotics for three days. In addition, he then refused to give me sick leave and informed me that he does not give sick leave to a patient unless there is a fever.\n\n[Arabic]:\nوقت الدخول للعياده قامت الممرضه بااخذ درجة الحراره خارج الأذن وابلغت الطبيب بانها لم تقوم باخذ درجة الحراره بالشكل الصحيح فقال انه (مجرد تلمسك يكفي واكمل الكشف) وقام بالسؤال هل لديك سيلان قلت فيني التهام قال على قد السوال تجاوبين قلت نعم وسالته وش فيني قام برفع الصوت علي والتعامل معي بشكل غير لائق وقال فيك التهاب شديد في الحلق وسوف يتم صرف مضاد لثلاث أيام بالاضافه انه بعد ذلك رفض اعطائي اجازه وابلغني انه لايعطى المريض اجازه الا بوجود حراره فقط .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-07T21:00:00Z", "due_at": "2024-09-10T07:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-07T21:00:00Z", "explanation_received_at": "2024-10-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1229933, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-09-08 00:00:00", "closed": null, "received": "2024-09-08 10:45:00", "resolved": "2024-10-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.564159", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2881", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 2881 } } }, { "model": "complaints.complaint", "pk": "f133cd33-383b-4edd-9f3a-4bfa187a109e", "fields": { "created_at": "2025-07-28T11:57:00Z", "updated_at": "2026-04-13T19:02:25.731Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "دكتوره ربى ", "expected_result": "", "reference_number": "CMP-2025-07-4538", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The review indicates that her condition was not within the doctor's specialty.\n", "description": "The review indicates that her condition was not within the doctor's specialty.\n\n\n[Arabic]:\nتفيد المراجعه بان حالتها لم تكن من ضمن تخصص الطبيبه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-30T11:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-28T11:57:00Z", "explanation_received_at": "2025-07-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4538, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f157cc5a-ff43-45dd-b3ef-a415740cdf92", "fields": { "created_at": "2023-02-27T08:34:00Z", "updated_at": "2026-04-13T18:57:07.973Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2023-02-0950", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervene", "description": "I was admitted to the emergency room in labor on November 2, 2023. Hours after my admission, I was transferred to the delivery room and given anti-fetal injections every two hours, even though I had been experiencing labor symptoms for over 15 hours with induced labor, which led to the baby's heartbeat stopping. When I tried to contact the doctor, she didn't come for 24 minutes and told me to stay in the same situation until the next day, despite my emergency situation.After my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\nAfter my husband intervened, I was urgently transferred to the operating room and gave birth via cesarean section. The newborn's condition was critical, according to the diagnosis of the pediatric intensive care consultant.\n\n\n[Arabic]:\nتم دخولي الى الطواري بحاله ولاده في تاريخ 2 نوفمبر 2023 وبعد ساعات من دخولي تم نقلي الى غرفه الوللاده واعطائي كل ساعتين ابر مضاد للجنين علما ان اعراض الولاده معي اكثر من 15ساعه مع طلق صناعي مما ادى الى توقف نبض الجنين وعن التواصل مع الدكتوره لم تحضر 24 دقيقه وافادت ان ابقى على نفس الوضع الى يوم غد علما بان حالتي طارئه وبعد التدخل من قبل زوجي تم نقلي بشكل عاجلالى غرفه العمليات وتم ولادتي عمليه قيصيريه وكانت حاله المولود صعبه بناء على تشخيص استشاري قسم العنايه المركزه للاطفال ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "classification_obj": "1faf00f0-9e44-4bc8-a83c-c1a3dcb89041", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-03-01T08:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-27T21:00:00Z", "second_reminder_sent_at": "2023-02-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-03-03T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20259069, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.2.Safety Incidents", "classification": "2.2.10.Labor and delivery related issues" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": "2023-03-04 00:00:00", "received": "2023-02-27 11:34:00", "resolved": null, "escalated": null, "first_reminder": "2023-02-28 00:00:00" }, "imported_at": "2026-04-13T21:57:07.960941", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0950", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 950 } } }, { "model": "complaints.complaint", "pk": "f174ba24-2073-4442-9221-e8401e557ea8", "fields": { "created_at": "2024-10-30T17:36:00Z", "updated_at": "2026-04-13T19:00:39.794Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "16465-Dr TAGELDIN AHMED MAHMOUD", "expected_result": "", "reference_number": "CMP-2024-10-3097", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was told that the patient's condition was not critical, but when I asked for the patient to be discharged, he changed his story and said hurtful things that affected my morale and psyche, saying that my son was completely deformed from head to toe, in addition to: 1. A misdiagnosis of the patient. 2. The patient was admitted and given unnecessary medications. 3. Incorrect reports were written about the patient's condition, knowing that the misdiagnosis led to the infant losing weight. I demand", "description": "I was told that the patient's condition was not critical, but when I asked for the patient to be discharged, he changed his story and said hurtful things that affected my morale and psyche, saying that my son was completely deformed from head to toe, in addition to: 1. A misdiagnosis of the patient. 2. The patient was admitted and given unnecessary medications. 3. Incorrect reports were written about the patient's condition, knowing that the misdiagnosis led to the infant losing weight. I demand compensation and a statement.\n\n[Arabic]:\n قيل لي بان حالة المريض غير حرجة وعند طلبي لتخريج المريض قام بتغير كلامة وقال كلام جارح اثر في نفسيتي ومعنوياتي مفاده ابنك كله تشوهات من راسه حتى رجليه بالاضافة الى وجود .١تشخيص خاطئ للمريض .٢تنويم المريض واعطاء ادوية غير لازمة للمريض ٣كتابة تقارير غير صحيحة عن حالة المريض علما ان التشخيص الخاطئ ادى الى نزول وزن الرضيع .. اطالب بالتعويض و الافادة .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-30T21:00:00Z", "due_at": "2024-11-01T17:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-11-01T21:00:00Z", "second_reminder_sent_at": "2024-11-01T21:00:00Z", "escalated_at": "2024-11-01T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-10-30T21:00:00Z", "explanation_received_at": "2024-10-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30352349, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-10-31 00:00:00", "closed": null, "received": "2024-10-30 20:36:00", "resolved": null, "escalated": "2024-11-02 00:00:00", "first_reminder": "2024-11-02 00:00:00" }, "imported_at": "2026-04-13T22:00:39.787180", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3097", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 3097 } } }, { "model": "complaints.complaint", "pk": "f1e4ed8a-f1c0-4e09-aeed-b402fea271a9", "fields": { "created_at": "2023-05-29T15:16:00Z", "updated_at": "2026-04-13T18:57:40.838Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1298", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no response when the bell is rung, and the cleanliness and disinfection of the room are inadequate. There is a lack of attention to the patient's cleanliness and care after the surgical procedure, as well as a disregard for her condition after leaving the intensive care unit.", "description": "There is no response when the bell is rung, and the cleanliness and disinfection of the room are inadequate. There is a lack of attention to the patient's cleanliness and care after the surgical procedure, as well as a disregard for her condition after leaving the intensive care unit.\n\n[Arabic]:\nيتم النداء بالجرس ولا استجابه نظافة الغرفه وتعقيمها . عدم الحرص على نظافة والاهتمام بالمريضه بعد، العميله الجراحيه عدم مراعاه حالة المريضه بعد خروجها من العنايه المركزه\nماهي النتيجة التي تبحث عنها، الحرص والاهتمام بالمريضه نفسيا وجسديا وخاصه منطقة العمليه الجراحيه الاستجابه عند نداء على الممرضه\nوتقديم المساعده على الفور", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 48, "main_section": 2, "subsection": 152, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-28T21:00:00Z", "due_at": "2023-05-31T15:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-28T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-06-02T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1004024111, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2023-05-29 00:00:00", "closed": "2023-06-03 00:00:00", "received": "2023-05-29 18:16:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:40.832507", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1298", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض تنويم الباطنية", "main": "التمريض" }, "original_complaint_num": 1298 } } }, { "model": "complaints.complaint", "pk": "f1fa2b97-75c5-472b-aad9-18f4e73a416a", "fields": { "created_at": "2023-06-08T20:08:00Z", "updated_at": "2026-04-13T18:57:49.044Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-06-1335", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Blood ,Urine for Lab to went doctor by advised as and hrs 1930 Jun 7th on consultation doctor a had I\nto went I and available not was approval insurance informed reception Lab .tests Ultrasound and\nto had I Since .approval for hour half for wait to asked was I .floor LG at section Approval Insurance\ncan I told was I There .reception Ultrasound to then and Floor Ground to went I ,call phone a make\nunderstood I and late already was it Since .approval insurance after only appointment US take\nI 8.50", "description": "Blood ,Urine for Lab to went doctor by advised as and hrs 1930 Jun 7th on consultation doctor a had I\nto went I and available not was approval insurance informed reception Lab .tests Ultrasound and\nto had I Since .approval for hour half for wait to asked was I .floor LG at section Approval Insurance\ncan I told was I There .reception Ultrasound to then and Floor Ground to went I ,call phone a make\nunderstood I and late already was it Since .approval insurance after only appointment US take\nI 8.50 around morning (Jun 8th) Today .hospital left I ,(Jun 7th ) yesterday done be cannot Ultrasound\nsent not was request the why shocked was I .pending is claim Insurance that Hammadi from SMS saw\n/ 7771;0114837777 number hospital calling tried I day the Throughout .approval for (7th) yesterday\nInsurance the to(Jun 8th) today 1930hrs at again hospital reached I .luck without ,4 ext and 6103\nwas I .doctor from clarification pending to due rejected is claim my told was and section Approval\nThis .request insurance the updated clinic his and doctor to reached I .doctor my consult to asked\nwas it and claim duplicate a as clarification the raised incorrectly section approval Insurance the time\nthe resend to staff hospital instruct to me asked company Insurance .company Insurance by rejected\n.company Insurance to sent was this , delay further After .itself request initial the on clarification\nis request the ensuring on support get to room s‘Director Hospital into step to had I Eventually\na as Hospital Hammadi with relationship or years 12 my In .company Insurance to sent properly\napproval insurance poor a such experiencing m‘I time first the is this ,patients of relative and patient\nurge I .reception insurance at staff the to training of lack to due is this believe strongly I .process\ncompany insurance to sent not was request approval the why investigate to management hospital\na was that told was I ) .sent was clarification when rejection caused what and (June 7th) yesterday\n(system Hospital Hammadi from (??)error system\n\n[Arabic]:\nفي الساعة 19:30 من 7 يونيو، ذهب الطبيب إلى مختبر التحاليل حيث تم إبلاغي من قبل الاستقبال أنه لا يوجد موافقة من التأمين. طلبت إجراء فحص الدم والبول، ولقد انتظرت ساعة ونصف لذلك. قلت لي عندما كنت في قسم الموافقات في الطابق الأرضي. ثم ذهبت للاستقبال لإجراء السونار، وعندما اتصلت هاتفيًا، فهمت أن الوقت قد تأخر بالفعل. بعد الموافقة على التأمين، حصلت فقط على موعد للسونار في حوالي 8:50 صباحًا (8 يونيو). غادرت المستشفى (7 يونيو)، وكنت مصدومًا لأن السونار الذي طلبته لم يتم إرساله. تلقيت رسالة من مستشفى الحمادي عبر الرقم 7771;0114837777 بأن المطالبة بالتأمين لا تزال قائمة. طوال اليوم، حاولت الوصول إلى التأمين. في الساعة 19:30 من اليوم (8 يونيو)، وصلت إلى المستشفى مرة أخرى دون جدوى، وتم إخباري من قسم الموافقات أن المطالبة الخاصة بي رُفضت بسبب أنها مكررة. عندما سألت عن توضيح، أخبروني أنني تلقيت ردًا خاطئًا بسبب عدم تحديث طلب الموافقة الخاص بالعيادة. طلبت من طبيبي الاستشارة حول ذلك، وطلبت أن يتم إعادة إرسال التوضيح للموظف في التأمين. مع ذلك، تلقيت تأكيدًا بأن التأمين رُفض مرة أخرى. بعد ذلك، طلبت من إدارة المستشفى أن تتدخل لضمان دعم التوضيح. بعد 12 عامًا من علاقتي مع مستشفى الحمادي، لم أواجه مثل هذه المشاكل من قبل. أعتقد بقوة أن عدم تدريب موظفي الاستقبال على التعامل مع التأمين هو السبب في ذلك. أطلب من الإدارة التحقيق في سبب عدم إرسال طلب الموافقة للتأمين. أخبروني بأنه يجب أن أتوصل إلى ما تسبب في الرفض عندما تم إرسال التوضيح (7 يونيو) بسبب خطأ في النظام في مستشفى الحمادي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-06-13T21:00:00Z", "due_at": "2023-06-10T20:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-06-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-06-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1486400, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.3.Lack of follow up" }, "timeline": { "sent": "2023-06-14 00:00:00", "closed": null, "received": "2023-06-08 23:08:00", "resolved": "2023-06-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:49.040665", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2023", "reference_number": "CMP-2023-06-1335", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1335 } } }, { "model": "complaints.complaint", "pk": "f2550b0b-4c3a-4194-90bd-119103a5ddee", "fields": { "created_at": "2025-10-08T09:39:00Z", "updated_at": "2026-04-13T19:03:00.206Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5041", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I filed a complaint with my insurance company, number 8B5C735951TAW, regarding the company's refusal of request No. 83466387, regarding approval to cover a medical procedure for the placement of a cruciate ligament brace. The request was denied due to the lack of a report from the service provider.\n\nLater, the insurance company rejected the complaint. I then filed another complaint with the Insurance Authority, number 00295433SR, objecting to the refusal.\n\nThe Insurance Authority responded that ", "description": "I filed a complaint with my insurance company, number 8B5C735951TAW, regarding the company's refusal of request No. 83466387, regarding approval to cover a medical procedure for the placement of a cruciate ligament brace. The request was denied due to the lack of a report from the service provider.\n\nLater, the insurance company rejected the complaint. I then filed another complaint with the Insurance Authority, number 00295433SR, objecting to the refusal.\n\nThe Insurance Authority responded that the reason for not approving coverage was that the treatment plan (code) provided was not an appropriate option to address the medical condition. A representative from the Authority instructed me to contact the service provider to request that they update the appropriate code for the requested procedure (brace).\n\nAfter repeated contact with the service provider, they informed me that the code used was the correct and only code for this case. The treating physician also provided additional clarification to the insurance company, explaining that the code used, which is:\n\nTENODESIS ARTICULAR-EXTRA LATERAL REPAIR OF RUPTURED COLLATERAL LIGAMENT\n, is the appropriate code for the requested procedure, and there is no alternative code.\n\nDespite this, the insurance company continued to reject the request, and the service provider continued to refuse to provide an alternative code, causing the problem to persist without resolution for either party.\n\nAccordingly, I request your kind intervention and the necessary guidance to either the insurance company or the service provider to change the code or find an appropriate solution to this problem, ensuring I receive the medical coverage I deserve.\n\n[Arabic]:\nتقدمتُ بشكوى لدى شركة التأمين تحمل الرقم (8B5C735951TAW) بخصوص رفض الشركة الطلب رقم (83466387) المتعلق بالموافقة على تغطية إجراء طبي لتركيب دعامة للرباط الصليبي. وقد تم رفض الطلب بحجة عدم توفر تقرير من مقدم الخدمة.\n\nلاحقًا، تم رفض الشكوى من قبل شركة التأمين، وعليه تقدمت بشكوى أخرى إلى هيئة التأمين تحمل الرقم (00295433SR)، اعتراضًا على قرار الرفض.\n\nوكان رد هيئة التأمين أن سبب عدم الموافقة على تغطية الحالة يعود إلى أن الخطة العلاجية (الكود) المقدمة لا تُعد الخيار المناسب لمعالجة الحالة الطبية، وتم توجيهي من قبل ممثل الهيئة إلى التواصل مع مقدم الخدمة لطلب رفع الكود المناسب للإجراء المطلوب (الدعامة).\n\nبعد التواصل المتكرر مع مقدم الخدمة، أفادوا بأن الكود المستخدم هو الكود الصحيح والوحيد لمثل هذه الحالة. كما قام الطبيب المعالج بتقديم توضيح إضافي لشركة التأمين، موضحًا أن الكود المستخدم وهو:\n\nTENODESIS ARTICULAR-EXTRA LATERAL REPAIR OF RUPTURED COLLATERAL LIGAMENT\nهو الكود الملائم للإجراء المطلوب، ولا يوجد كود بديل.\n\nوعلى الرغم من ذلك، استمرت شركة التأمين برفض الطلب، كما استمر مقدم الخدمة برفض تقديم كود بديل، مما تسبب في استمرار المشكلة دون حل من كلا الطرفين.\n\nوعليه، ألتمس منكم التكرم بالتدخل والتوجيه اللازم إما لشركة التأمين أو لمقدم الخدمة لرفع كود مختلف أو إيجاد حل مناسب لهذه الإشكالية، بما يضمن حصولي على التغطية العلاجية المستحقة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-10T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-08T09:39:00Z", "explanation_received_at": "2025-10-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5041, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "f25bb9b2-8bfd-447c-b9f9-bd1034979421", "fields": { "created_at": "2023-02-13T18:16:00Z", "updated_at": "2026-04-13T18:57:06.644Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0874", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I spoke with the approvals officer and informed him of the long waiting period when updating or submitting an application. He spoke to me in an agitated tone and referred me to senior management if I was not satisfied with his service.", "description": "I spoke with the approvals officer and informed him of the long waiting period when updating or submitting an application. He spoke to me in an agitated tone and referred me to senior management if I was not satisfied with his service.\n\n[Arabic]:\nتحدثتُ مع موضف الموافقات وأبلغته بوجود فترة انتظار طويلة عند تحديث أو تقديم طلب. تحدث إليّ بنبرة انفعاليه وأحالني إلى الإدارة العليا إذا لم أكن راضياً عن خدمته.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-12T21:00:00Z", "due_at": "2023-02-15T18:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-13T21:00:00Z", "second_reminder_sent_at": "2023-02-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-12T21:00:00Z", "explanation_received_at": "2023-02-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1414046, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-02-13 00:00:00", "closed": null, "received": "2023-02-13 21:16:00", "resolved": "2023-02-27 00:00:00", "escalated": null, "first_reminder": "2023-02-14 00:00:00" }, "imported_at": "2026-04-13T21:57:06.636254", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0874", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 874 } } }, { "model": "complaints.complaint", "pk": "f25ce047-7977-4f22-ac0e-06b49ad4be5a", "fields": { "created_at": "2023-02-15T08:35:00Z", "updated_at": "2026-04-13T18:57:06.816Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ESRA MOHAMEDELHASSAN IBRAHIM ABDELKAREEM", "expected_result": "", "reference_number": "CMP-2023-02-0895", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4aceb8cc-3de0-4617-8266-82aaeafefbb5", "title": "I was treated very badly by Dr. Israa. She came to examine me because it was my first delivery, but I refused due to fear. She didn't talk to me, calm me down, or raise my spirits. She came again after the anesthesiologist had calmed me down, and I begged her to come. She responded that there was no need for such pleading and told me that my uterus was 8 mm and I couldn't get an epidural.She went to the door and came back to me saying, \"So that you'll listen next time.\" Her behavior was not that", "description": "I was treated very badly by Dr. Israa. She came to examine me because it was my first delivery, but I refused due to fear. She didn't talk to me, calm me down, or raise my spirits. She came again after the anesthesiologist had calmed me down, and I begged her to come. She responded that there was no need for such pleading and told me that my uterus was 8 mm and I couldn't get an epidural.She went to the door and came back to me saying, \"So that you'll listen next time.\" Her behavior was not that of a doctor treating a patient in labor.\n\n[Arabic]:\nتم التعامل معي من قبل الدكتوره اسراء باسلوب سيء جدا حيث تم حضورها للكشف علي لانها الولاده الاولى لي تم رفضي ذلك لخوفي ولم يتم التحدث معاي وتهدئيتي ورفع معنوياتي من قبلها وتم حضورها مره اخره للكشف بعد تهدئتي من قبل طبيب التخدير وانا اترجاها حيث تم الرد علي ماله داعي هالحركات والترجي وابلغتني ان الرحم 8 ولايمكن اخذ ابره الظهر خرجت للباب وعادت لي قايله عشان مره ثانيه تسمعين الكلام لم يكن التعامل من قبلها تعامل طبيب مع مريضه وضع ولاده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-14T21:00:00Z", "due_at": "2023-02-17T08:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-14T21:00:00Z", "explanation_received_at": "2023-02-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-02-17T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30212972, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-02-15 00:00:00", "closed": null, "received": "2023-02-15 11:35:00", "resolved": "2023-02-18 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:06.805509", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0895", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 895 } } }, { "model": "complaints.complaint", "pk": "f268f1db-fab6-4311-8b7a-ee2415dc0784", "fields": { "created_at": "2022-12-31T20:04:00Z", "updated_at": "2026-04-13T18:56:46.504Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90247-FAHAD ALDOSARY ", "expected_result": "", "reference_number": "CMP-2022-12-0741", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I requested an appointment through the coordinator for a session and it was booked. When I arrived for the appointment and waited 20 minutes to enter the appointment, a doctor came and said that in order for me to have a session, we have to submit approval. The appointment I missed has been canceled, and I have to wait for the approval to be submitted, and then we will start the session. (Note that when I booked my last appointment, I requested a 40-45 minute session, not a 10-minute review or v", "description": "I requested an appointment through the coordinator for a session and it was booked. When I arrived for the appointment and waited 20 minutes to enter the appointment, a doctor came and said that in order for me to have a session, we have to submit approval. The appointment I missed has been canceled, and I have to wait for the approval to be submitted, and then we will start the session. (Note that when I booked my last appointment, I requested a 40-45 minute session, not a 10-minute review or visit.) The visit was canceled, and I left the hospital.\n\n[Arabic]:\nطلبت موعد من قبل المنسقه جلسه وتم الحجز ولما جيت للموعد وانتظرت 20 دقيقه عشان ادخل على الموعد يجي دكتور يقول عشان تاخذين جلسه لازم نرفع موافقه ، الموعد الي فاتك موافقته ملغية ولابد من الانتظار ليتم رفع الموافقه ومن ثم نبدا بالجلسه ( علما عند حجز موعدي الاخير طلبت جلسه 40- 45 دقيقه وليس مراجعه او زياره ١٠ دقايق ) تم الغاء الزياره والخروج من المستشفى . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-31T21:00:00Z", "due_at": "2023-01-02T20:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-31T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-01-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30176251, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2023-01-01 00:00:00", "closed": "2023-01-07 00:00:00", "received": "2022-12-31 23:04:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:46.494704", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0741", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الطب النفسي", "main": "الطبي" }, "original_complaint_num": 741 } } }, { "model": "complaints.complaint", "pk": "f27f8971-57dd-48be-a6df-0c44fe1906f5", "fields": { "created_at": "2024-12-29T18:06:00Z", "updated_at": "2026-04-13T19:01:02.570Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-12-3435", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The nurse inserted the needle into the vein in an unprofessional manner, which caused side effects including swelling and pain.\n\n\n\n", "description": "The nurse inserted the needle into the vein in an unprofessional manner, which caused side effects including swelling and pain.\n\n\n\n\n\n[Arabic]:\nأدخلت الممرضة الإبرة في الوريد بطريقة غير مهنية، مما تسبب في آثار جانبية بما في ذلك التورم والألم.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2025-01-03T21:00:00Z", "due_at": "2024-12-31T18:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-03T21:00:00Z", "explanation_received_at": "2025-01-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2025-01-04T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30234988, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "Quality of Care", "classification": "Substandard clinical/nursing care" }, "timeline": { "sent": "2025-01-04 00:00:00", "closed": null, "received": "2024-12-29 21:06:00", "resolved": "2025-01-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:01:02.564705", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "December 2024", "reference_number": "CMP-2024-12-3435", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "تمريض الطوارئ", "main": "التمريض" }, "original_complaint_num": 3435 } } }, { "model": "complaints.complaint", "pk": "f28c9579-3e0d-450f-8d92-a929a5a7dffc", "fields": { "created_at": "2023-03-05T14:09:00Z", "updated_at": "2026-04-13T18:57:16.710Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0978", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "All of my wife's belongings were taken out of the bedroom, and my arrival was not awaited.", "description": "All of my wife's belongings were taken out of the bedroom, and my arrival was not awaited.\n\n[Arabic]:\nتم اخراج جميع اغراض زوجتي لخارج غرفة التنويم ولم يتم انتظار حضوري ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-04T21:00:00Z", "due_at": "2023-03-07T14:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-04T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30245460, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-03-05 00:00:00", "closed": null, "received": "2023-03-05 17:09:00", "resolved": "2023-03-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.701597", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0978", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "إدارة التنويم", "main": "الإداري" }, "original_complaint_num": 978 } } }, { "model": "complaints.complaint", "pk": "f2b59895-e9f3-4b3e-a363-f19fe8601878", "fields": { "created_at": "2025-12-29T12:44:00Z", "updated_at": "2026-04-13T19:03:25.753Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5541", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On Sunday, December 28, 2025, at 10:30 PM, the respiratory ward employee (Khaled Al-Anzi) placed a patient on a ventilator. The patient was suffering with very low oxygen levels, and Al-Anzi did nothing to help him. He left the patient and went to the doctors' room. The patient continued to struggle and his oxygen levels dropped. I called for the respiratory ward employee, but he never came. A nurse arrived half an hour later and helped the patient breathe and suction out phlegm. The respiratory", "description": "On Sunday, December 28, 2025, at 10:30 PM, the respiratory ward employee (Khaled Al-Anzi) placed a patient on a ventilator. The patient was suffering with very low oxygen levels, and Al-Anzi did nothing to help him. He left the patient and went to the doctors' room. The patient continued to struggle and his oxygen levels dropped. I called for the respiratory ward employee, but he never came. A nurse arrived half an hour later and helped the patient breathe and suction out phlegm. The respiratory ward employee still didn't come. When it was time to disconnect the patient from the ventilator at 3:00 AM, he refused to come. I contacted the on-duty manager three times, but he also ignored him and delayed disconnecting the patient for 48 minutes. The patient suffered greatly from this delay and the employee's neglect, which caused his oxygen levels to drop and led to other problems. He also told me and the nurse that no one from the respiratory ward staff would ever come. Their manager and the best of them, and no one will come except by my order.\n\n[Arabic]:\nحصل في يوم الاحد التاريخ /28 12 / 2025 مساء الساعه ١٠ ونصف ان الموضف في قسم التنفس ( خالد العنزي\n) قام بوضع المريض على جهاز التنفس الصناعي وعندما وضعه كان المريض يعاني والاكسجين منخفض جدا ولم\nيفعل اي شي في مساعده المريض وخرج من عنده وتركه وذهب الى غرفه الدكاتره وجلس فيها والمريض استمر\nفي الاختناق ونزول الاكسجين وطلبت موضف التنفس ولم يأتي ابدا حتا جاءت الممرضه بعد نصف ساعه وساعده\nالمريض ف التنفس وسحب البلغم وموظف التنفس لم ياتي ابدا ، وعندما جاء وقت فصل المريض من الجهاز\nالساعه ٣ فجرا ايضا لم ياتي لفصله وكان يرفظ ، وتواصلت مع المدير المناوب ٣ مرات وايضا لم يسمع لكلام\nالمدير المناوب وتاخر عن فصل المريض لمده ٤٨ دقيقه وكان المريض يعاني من هاذا الشي وهاذا التاخير وعدم\nالاهتمام وترك المريض من الموضف وسبب له نزول ف الاكسجين ومشاكل اخرى وايضا كان يقول لي وايضا\nللممرضه لن ياتي اي احد من موضفي التنفس ابدا فانا مديرهم وافضلهم ولن ياتي احد الا بامري", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 51, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-31T12:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-29T12:44:00Z", "explanation_received_at": "2025-12-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5541, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "f2e14143-7a57-48dd-8d32-c68c5411618e", "fields": { "created_at": "2023-03-16T11:58:00Z", "updated_at": "2026-04-13T18:57:17.604Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "IBRAHEM ASEERI", "expected_result": "", "reference_number": "CMP-2023-03-1015", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "He doesn't know the reason for the question, what benefit my answer would bring to the employee, and the question is usually not answered, nor does he understand what is required of him.\n", "description": "He doesn't know the reason for the question, what benefit my answer would bring to the employee, and the question is usually not answered, nor does he understand what is required of him.\n\n\n[Arabic]:\nتم حضور رجل الامن وقت انتظاري وتم سؤالي عن جنسيتي من قبله (هل انت سوداني؟ ) لا اعلم ماسبب السؤال وبماذا تفيد االموظف اجابتي ولم يتم الرد وعاد السؤال علي ولم افهم المطلوب منه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-15T21:00:00Z", "due_at": "2023-03-18T11:58:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-15T21:00:00Z", "explanation_received_at": "2023-03-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-20T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 671821, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-03-16 00:00:00", "closed": null, "received": "2023-03-16 14:58:00", "resolved": "2023-03-21 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.600013", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1015", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 1015 } } }, { "model": "complaints.complaint", "pk": "f2e95d1f-7ff3-48fa-8b90-a7ed54426dfd", "fields": { "created_at": "2022-10-08T12:23:00Z", "updated_at": "2026-04-13T18:56:17.675Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.ABED ALLUHAIBI", "expected_result": "", "reference_number": "CMP-2022-10-0351", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I attend Dr. Abed Al-Lahibi’s clinic to treat my son for ulcerative colitis. An endoscopy was requested after a year of treatment. We always come to him, and his manner in every visit is unacceptable and his treatment of us is very inappropriate. In every visit to the doctor’s clinic, he asks the patient questions and we leave. When he asks about my son’s condition, there is no full and clear explanation of his medical condition. We ask him for advice on some matters related to the disease, and ", "description": "I attend Dr. Abed Al-Lahibi’s clinic to treat my son for ulcerative colitis. An endoscopy was requested after a year of treatment. We always come to him, and his manner in every visit is unacceptable and his treatment of us is very inappropriate. In every visit to the doctor’s clinic, he asks the patient questions and we leave. When he asks about my son’s condition, there is no full and clear explanation of his medical condition. We ask him for advice on some matters related to the disease, and he always gives unclear answers. In the last endoscopy examination that was done for my son, he left immediately without giving us any advice or instructions.\n\n[Arabic]:\nيتم حضوري لعيادة الدكتور عابد اللهيبي أعالج ابني من القولون التقرحي وتم طلب عمل منظار بعد معالجة دامت سنة ودائمًا نأتي إليه واسلوبه في كل زياره غير مقبول وتعامله غير لائق جدًا معنا وفي كل زياره الى عيادة الدكتور يسأل المريض ونخرج وعند سواله عن حالة ابني لا يتم التوضيح الكامل والواضح لحالته المرضيه ونطلب استشارة منه في بعض الامور المتعلقة بالمرض دائما يرد بأجابات غير واضحه وفي اخر فحص منظار تم عمله لابني خرج مباشرة دون ان يعطينا اي نصائح او ارشادات . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-05T21:00:00Z", "due_at": "2022-10-10T12:23:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-10-07T21:00:00Z", "second_reminder_sent_at": "2022-10-08T21:00:00Z", "escalated_at": "2022-10-22T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2022-10-05T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-02-04T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1841370, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-10-06 00:00:00", "closed": "2023-02-05 00:00:00", "received": "2022-10-08 15:23:00", "resolved": null, "escalated": "2022-10-23 00:00:00", "first_reminder": "2022-10-08 00:00:00" }, "imported_at": "2026-04-13T21:56:17.671076", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0351", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 351 } } }, { "model": "complaints.complaint", "pk": "f3062126-b08b-443e-ab81-9e5f159d2b85", "fields": { "created_at": "2024-08-12T12:11:00Z", "updated_at": "2026-04-13T19:00:16.928Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2803", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My appointment with Dr. Rami was at 2:20. While I was waiting, I went to the clinic and checked that there were no patients with the doctor. I didn't see the nurse come out to call someone, so I knocked on the door and opened it to ask the doctor. The doctor raised his voice and spoke to us unprofessionally. I said, \"No one knocks on the door! No one knocks on the door!\" The appointment was canceled, and I left the hospital awaiting a response to my complaint.", "description": "My appointment with Dr. Rami was at 2:20. While I was waiting, I went to the clinic and checked that there were no patients with the doctor. I didn't see the nurse come out to call someone, so I knocked on the door and opened it to ask the doctor. The doctor raised his voice and spoke to us unprofessionally. I said, \"No one knocks on the door! No one knocks on the door!\" The appointment was canceled, and I left the hospital awaiting a response to my complaint.\n\n[Arabic]:\nموعدي لدى الدكتور رامي الساعة 2:20 دقيقة و بينما انا في الانتظار تم التوجه للعيادة والتاكد من عدم وجود مريض لدى الطبيب و لم ارى الممرضة تخرج لتنادي لذا طرقت الباب وفتحته لأسال الدكتور قام الدكتور برفع صوته والتحدث معنا بأسلوب غير مهني أنا قلت محد يدق الباب محد يدق الباب !! علماً بأنه تم إلغاء الموعدوالخروج من المستشفى بانتظار الرد على الشكوى", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-11T21:00:00Z", "due_at": "2024-08-14T12:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-11T21:00:00Z", "explanation_received_at": "2024-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-13T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30212733, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-08-12 00:00:00", "closed": null, "received": "2024-08-12 15:11:00", "resolved": "2024-08-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.922827", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2803", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجهاز الهضمي والمناظير", "main": "الطبي" }, "original_complaint_num": 2803 } } }, { "model": "complaints.complaint", "pk": "f33cc1e3-c6f6-41e5-bb3d-d90bebd1224b", "fields": { "created_at": "2024-06-08T23:20:00Z", "updated_at": "2026-04-13T18:59:56.939Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Saleh Abdullah Alghamdi", "expected_result": "", "reference_number": "CMP-2024-06-2569", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "97421155-8adc-4d6f-b390-b7bd95f22033", "title": "The doctor does not respond to the patient’s family and does not provide proper details regarding the patient’s care. We had to enter his office several times to ask questions.\n\nThe doctor did not meet with the patient after the surgery to check on her condition, which is the responsibility of any doctor who performs an operation.\n\nThe treatment was not explained by the doctor or his assigned nurse. The patient’s family was only handed the prescription paper without any explanation.\n\nAfter the p", "description": "The doctor does not respond to the patient’s family and does not provide proper details regarding the patient’s care. We had to enter his office several times to ask questions.\n\nThe doctor did not meet with the patient after the surgery to check on her condition, which is the responsibility of any doctor who performs an operation.\n\nThe treatment was not explained by the doctor or his assigned nurse. The patient’s family was only handed the prescription paper without any explanation.\n\nAfter the patient was discharged from the recovery room, her bed was pulled outside by the nurse assigned to the doctor and other nurses. They changed her clothes in front of an unrelated man and woman, without fully closing the curtain to ensure her privacy. At that time, the patient was still in the recovery phase and not fully aware of her surroundings. There is a video proving this, and it can also be verified through the hospital’s surveillance cameras.\n\nAfter the family objected to what happened and requested that the patient be taken back inside, the nurse assigned to the doctor began treating us poorly. She left the patient—who was not yet fully conscious after surgery—at the downstairs pharmacy, even though the prescribed medication is only available on the sixth floor.\n\nThe family requested that the doctor keep the patient admitted for observation to ensure her condition was stable. However, he refused, claiming that the hospital was full of diseases that might infect her. Contradictorily, his assigned nurse then moved the patient around different areas of the hospital, which could also expose her to infection.\n\n[Arabic]:\n١ الدكتور لا يتجاوب مع ذوي المراجعة ولا يعطي تفاصيل للعناية بالمراجعة حيث تم الدخول على مكتبه عدة\nمرات للسؤال. ٢ الدكتور لم يقابل المراجعة بعد العملية للاطمئنان على حالها بعد العملية وهذا دور كل دكتور\nيقوم بإجراء عملية ٣ لم يتم شرح العلاج من قبل الدكتور او الممرضة التابعة له فقط سلّمت ذوي المراجعة\nورقة الوصفة دون شرح أي شي ٤ عند انتهاء المراجعة من غرفة الانعاش تم سحب سريرها للخارج من قبل\nالممرضة التابعة للدكتور وزميلاتها الأخريات وتبديل ملابس مراجعتنا أمام رجل وامرأة غريبين وعدم تغطية\nالستار عليها بشكل كامل ولا زالت المراجعة وقتها في فترة الإفاقة ولا تدرك حولها حيث يوجد فيديو يثبت ذلك\nوممكن التأكد من الكاميرات الموضوعه بالمشفى ٥ بعد استنكار ماحدث من قبل ذوي المراجعة وطلب الممرضات\nلأخذ المراجعة للداخل بدأ التعامل السيء من قبل الممرضة التابعة للدكتور حيث تركت المراجعة وهي ليست\nبالإدراك الكامل بعد العملية في الصيدلية السفلى رغم أن الدواء ٦\nتمت مطالبة الدكتور من ذوي المراجعة على أن تبقى المراجعة في التنويم للتأكد من صحتها لكنه رفض بحجة أن\nالمشفى مليء بالأمراض التي قد تصيب المراجعة لكن بالمقابل ممرضته التابعه أخذت تجول بالمراجعة ارجاء\nالمشفى الذي قد تصاب منه بعدوى.الموصوف موجود فقط في الدور السادس ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-06-08T21:00:00Z", "due_at": "2024-06-10T23:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-06-08T21:00:00Z", "explanation_received_at": "2024-07-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-05T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30330996, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-06-09 00:00:00", "closed": null, "received": "2024-06-09 02:20:00", "resolved": "2024-07-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:56.926502", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "June 2024", "reference_number": "CMP-2024-06-2569", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم الجراحة العامة", "main": "الطبي" }, "original_complaint_num": 2569 } } }, { "model": "complaints.complaint", "pk": "f33cfa69-c59f-41ed-8049-a5f903e789d1", "fields": { "created_at": "2023-10-14T07:19:00Z", "updated_at": "2026-04-13T18:58:30.596Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1714", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is a clear delay in the discharge procedures for room 4164, as the discharge was written at 6 o'clock, but we did not leave until 9 pm. When we asked, we were told that we had to wait because there was no doctor present and the results of the jaundice test for the child had not appeared. After the long wait, we were told that the results had not appeared and that the test had to be done again, noting that we left without taking the test results.", "description": "There is a clear delay in the discharge procedures for room 4164, as the discharge was written at 6 o'clock, but we did not leave until 9 pm. When we asked, we were told that we had to wait because there was no doctor present and the results of the jaundice test for the child had not appeared. After the long wait, we were told that the results had not appeared and that the test had to be done again, noting that we left without taking the test results.\n\n[Arabic]:\nيوجد تأخير واضح في اجراءات الخروج غرفة 4164 حيث تم كتابة الخروج الساعه 6 ولم يتم خروجنا الاالساعه 9 مساء وعند السؤال يتم ابلاغنا بضرورة الانتظار لعدم تواجد دكتور وعدم ظهور نتائج تحليل الصفار للطفله وبعد الانتظار الطويل يتم ابلاغنا بعدم ظهور النتائج وضرورة عمل التحليل مره اخرى علما انه تم الخروج بدون اخذ نتائج التحليل . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-13T21:00:00Z", "due_at": "2023-10-16T07:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-13T21:00:00Z", "explanation_received_at": "2023-10-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30294108, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. 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Humanness / Caring", "subcategory": "3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": null, "received": "2024-01-07 17:42:00", "resolved": "2024-01-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.256411", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2053", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2053 } } }, { "model": "complaints.complaint", "pk": "f3aa9245-705c-482c-bff9-faf0c851a68d", "fields": { "created_at": "2025-04-27T12:51:00Z", "updated_at": "2026-04-13T19:01:48.800Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ادارة التنويم ", "expected_result": "", "reference_number": "CMP-2025-04-4085", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to inform that there was no approval for the last day ", "description": "Failure to inform that there was no approval for the last day \n\n[Arabic]:\nعدم تبليغ الاخصائيبعدم وجود موافقه على اليوم الأخير من التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-29T12:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-27T12:51:00Z", "explanation_received_at": "2025-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4085, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "f3bb6d6c-50cb-411c-8586-c15539b12d2e", "fields": { "created_at": "2025-09-17T15:37:00Z", "updated_at": "2026-04-13T19:02:49.346Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4887", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the ER on Friday, September 12, 2025, with back and abdominal pain while 7 months\npregnant. The urine test showed a severe infection, and a second sample for culture was requested. I\nvisited the doctor the next day due to worsening pain, and was given painkillers, IV antibiotics, and\nstabilizing injections. I saw the doctor again on Sunday and Monday, but the results were still not\nready. On Wednesday, the lab informed me they hadn’t received the sample, despite two being\n.submitted in", "description": "I went to the ER on Friday, September 12, 2025, with back and abdominal pain while 7 months\npregnant. The urine test showed a severe infection, and a second sample for culture was requested. I\nvisited the doctor the next day due to worsening pain, and was given painkillers, IV antibiotics, and\nstabilizing injections. I saw the doctor again on Sunday and Monday, but the results were still not\nready. On Wednesday, the lab informed me they hadn’t received the sample, despite two being\n.submitted in the ER. This delayed treatment and posed a risk to my baby\n\n[Arabic]:\nذهبتُ إلى قسم الطوارئ يوم الجمعة، ١٢ سبتمبر ٢٠٢٥، أعاني من آلام في الظهر والبطن، وأنا حامل في الشهر السابع. أظهر فحص البول وجود عدوى شديدة، وطُلب مني أخذ عينة ثانية للزرع. زرتُ الطبيب في اليوم التالي بسبب تفاقم الألم، وأُعطيتُ مسكنات للألم، ومضادات حيوية وريدية، وحقنًا لتثبيت الحالة. زرتُ الطبيب مرة أخرى يومي الأحد والاثنين، لكن النتائج لم تكن جاهزة بعد. يوم الأربعاء، أبلغني المختبر أنهم لم يستلموا العينة، على الرغم من تقديم عينتين في قسم الطوارئ. أدى هذا إلى تأخير العلاج وشكّل خطرًا على طفلي.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 2, "subsection": 77, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-19T15:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-17T15:37:00Z", "explanation_received_at": "2025-09-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4887, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "f3d2e699-073d-49c2-baf3-d05024b54647", "fields": { "created_at": "2025-09-14T07:48:00Z", "updated_at": "2026-04-13T19:02:48.498Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4843", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The service was delayed for one month.\"", "description": "\"The service was delayed for one month.\"\n\n[Arabic]:\nيفيد المريض بأنه تم تاخير تقديم الخدمه لمدة شهر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 110, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-16T07:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-14T07:48:00Z", "explanation_received_at": "2025-09-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4843, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "f40fb6b7-bc10-471d-be3d-54ef63167862", "fields": { "created_at": "2022-09-19T15:47:00Z", "updated_at": "2026-04-13T18:56:06.646Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. FAHAD ALRWAILI", "expected_result": "", "reference_number": "CMP-2022-09-0219", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have an appointment at 7:40 PM at the eye clinic with Dr. Fahd Al-Ruwaili. I arrived at the clinic at 7:20 PM, paid the consultation fee and opened my file, and waited until 9:50 PM without any attention or explanation for the delay. I asked two nurses, but they didn't tell me how long I had to wait.", "description": "I have an appointment at 7:40 PM at the eye clinic with Dr. Fahd Al-Ruwaili. I arrived at the clinic at 7:20 PM, paid the consultation fee and opened my file, and waited until 9:50 PM without any attention or explanation for the delay. I asked two nurses, but they didn't tell me how long I had to wait.\n\n[Arabic]:\n لدي موعد الساعه 7:40 مساءً في عيادة العيون عند الدكتور فهد الرويلي تم الحضور للعيادة عند الساعه 7:20 ودفع رسوم الكشف وفتح الملف وبقيت في الانتظار حتى الساعه 9:50 دون اي اهتمام او ابلاغي بسبب التأخير\nسألت ممرضتين ولم يتم افادتي بمدة الانتظار . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 12, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-14T21:00:00Z", "due_at": "2022-09-21T15:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-14T21:00:00Z", "explanation_received_at": "2022-09-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-18T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30222239, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-09-15 00:00:00", "closed": null, "received": "2022-09-19 18:47:00", "resolved": "2022-09-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.643752", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0219", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات العيون", "main": "الطبي" }, "original_complaint_num": 219 } } }, { "model": "complaints.complaint", "pk": "f4186171-259d-4545-8b07-8c0a022bb84d", "fields": { "created_at": "2022-12-04T11:25:00Z", "updated_at": "2026-04-13T18:56:34.455Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "12524-MAI ABDELNASR ELBORI ", "expected_result": "", "reference_number": "CMP-2022-11-0609", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My child had a test done without my knowledge, and when my husband spoke to the treating doctor, she told him that we had forgotten to be informed before the tests were done. Upon leaving, the nurse left the IV needle in the child's hand, and when I asked, I was told that it was left until I came tomorrow.", "description": "My child had a test done without my knowledge, and when my husband spoke to the treating doctor, she told him that we had forgotten to be informed before the tests were done. Upon leaving, the nurse left the IV needle in the child's hand, and when I asked, I was told that it was left until I came tomorrow.\n\n[Arabic]:\nتم عمل تحليل لطفلي بدون ابلاغي وعندما تم التحدث من قبل زوجي للطبيبه المعالجه يتم اخباره من قبلها تم نسيان ابلاغنا قبل عمل التحاليل ,وعند الخروج قام الممرض بترك ابرة المغذي بيد الطفل وعند السوال يتم اخباري تم تركها لحين الحضور غدا . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "bd4e9fea-cfe9-4a2d-9c34-0dcfad39129e", "classification_obj": "884bace8-9402-456c-9ced-1f140e9938c0", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-03T21:00:00Z", "due_at": "2022-12-06T11:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-12-19T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-03T21:00:00Z", "explanation_received_at": "2022-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-01-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1798171, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.3.Quality of Care", "classification": "1.3.1.Substandard clinical/nursing care" }, "timeline": { "sent": "2022-12-04 00:00:00", "closed": null, "received": "2022-12-04 14:25:00", "resolved": "2023-01-12 00:00:00", "escalated": null, "first_reminder": "2022-12-20 00:00:00" }, "imported_at": "2026-04-13T21:56:34.445545", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0609", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 609 } } }, { "model": "complaints.complaint", "pk": "f47bcbc8-f592-4a70-ad6d-78cee90d98a7", "fields": { "created_at": "2023-11-06T12:20:00Z", "updated_at": "2026-04-13T18:58:41.728Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1805", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to upload the death certificate electronically", "description": "Failure to upload the death certificate electronically\n\n[Arabic]:\nعدم رفع شهادة الوفاة الاكترونياً ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-05T21:00:00Z", "due_at": "2023-11-08T12:20:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-05T21:00:00Z", "explanation_received_at": "2023-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-05T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30144567, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.5.Death registry issues" }, "timeline": { "sent": "2023-11-06 00:00:00", "closed": null, "received": "2023-11-06 15:20:00", "resolved": "2023-11-06 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:41.724647", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1805", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 1805 } } }, { "model": "complaints.complaint", "pk": "f4a562e4-ad66-4977-8704-fc13f91a9f52", "fields": { "created_at": "2023-12-28T16:25:00Z", "updated_at": "2026-04-13T18:58:56.776Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-2015", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Al-Hammadi asked me to cover the cost of the medications, knowing that my insurance does not cover any costs, and this was explained to them, but to no avail.", "description": "Al-Hammadi asked me to cover the cost of the medications, knowing that my insurance does not cover any costs, and this was explained to them, but to no avail.\n\n[Arabic]:\nالحمادي طلب مني سبه تحمل على الادويه علما بان تاميني بدون نسبه تحمل وتم شرح ذلك لهم ولكن بلا جدوى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 54, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-27T21:00:00Z", "due_at": "2023-12-30T16:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2023-12-27T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30301073, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-12-28 00:00:00", "closed": "2023-12-28 00:00:00", "received": "2023-12-28 19:25:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.773536", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-2015", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الصيدلية", "main": "الطبي" }, "original_complaint_num": 2015 } } }, { "model": "complaints.complaint", "pk": "f4cc3ab9-1072-4096-a0e9-31f4dfb058aa", "fields": { "created_at": "2023-07-01T14:04:00Z", "updated_at": "2026-04-13T18:57:58.451Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. HUSSAM ALDEEN ALBEEN ABO NAJAB", "expected_result": "", "reference_number": "CMP-2023-07-1397", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "edc48ddb-fae5-4637-995e-add1b1fc288c", "title": "We attended an appointment at the Internal Medicine Clinic, where the patient underwent medical tests and received an IV drip. When we requested a sick leave certificate, the doctor handled the situation in an unprofessional manner. Despite my respectful attempt to discuss the matter—explaining that we had paid for the visit and that the patient was genuinely exhausted—the doctor responded unprofessionally, saying: 'You aren't paying out of your own pocket; you are covered by insurance", "description": "We attended an appointment at the Internal Medicine Clinic, where the patient underwent medical tests and received an IV drip. When we requested a sick leave certificate, the doctor handled the situation in an unprofessional manner. Despite my respectful attempt to discuss the matter—explaining that we had paid for the visit and that the patient was genuinely exhausted—the doctor responded unprofessionally, saying: 'You aren't paying out of your own pocket; you are covered by insurance\n\n[Arabic]:\nتم حضورنا لموعد في عيادة الباطنية واجراء تحاليل واخذ مغذي للمريضه وبعد الطلب من الدكتور اجازة مرضيه تم التعامل منن قبل الدكتور بطريقه غير مهنيه وعند رفضه قمت بمناقشته بكل احترام وان قمنا بدفع والحضور والمريضه متعبه اجاب بطريقه غير مهنيه ( انتم مو دافعين بفلوسكم انتم على التامين ) .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-07T21:00:00Z", "due_at": "2023-07-03T14:04:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-07-12T21:00:00Z", "second_reminder_sent_at": "2023-07-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-07-07T21:00:00Z", "explanation_received_at": "2023-07-14T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-07-14T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30040945, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-07-08 00:00:00", "closed": null, "received": "2023-07-01 17:04:00", "resolved": "2023-07-15 00:00:00", "escalated": null, "first_reminder": "2023-07-13 00:00:00" }, "imported_at": "2026-04-13T21:57:58.436139", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1397", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 1397 } } }, { "model": "complaints.complaint", "pk": "f4f0f8d6-55c5-4ccd-acca-89b21ae195cf", "fields": { "created_at": "2025-07-10T06:28:00Z", "updated_at": "2026-04-13T19:02:23.059Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المواعيد ", "expected_result": "", "reference_number": "CMP-2025-07-4442", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient confirms that the appointment was booked under the name of a different doctor.\"\n\n", "description": "\"The patient confirms that the appointment was booked under the name of a different doctor.\"\n\n\n\n[Arabic]:\nيفيد المراجع بحجز موعد بأسم طبيب اخر ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 88, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-12T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-10T06:28:00Z", "explanation_received_at": "2025-07-09T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4442, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f505de0d-407f-4ce8-b0f1-1074dce32eb6", "fields": { "created_at": "2023-02-18T13:48:00Z", "updated_at": "2026-04-13T18:57:07.073Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAHMOUD ELAMIN ELTAYEB ABUGANAYA", "expected_result": "", "reference_number": "CMP-2023-02-0920", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "I have an appointment at clinic 69, but the required follow-up appointment for anesthesia was neither recorded nor attended to, demonstrating a lack of responsibility and attention, and disrupting patient appointments.", "description": "I have an appointment at clinic 69, but the required follow-up appointment for anesthesia was neither recorded nor attended to, demonstrating a lack of responsibility and attention, and disrupting patient appointments.\n\n[Arabic]:\nيوجد لدي موعد للعياده 69, حيث لم يتم كتابه او الاهتمام بالرجعه المطلوبه للتخدير, غياب المسؤليه والاهتمام وتعطيل مواعيد المراجعين", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 196, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-17T21:00:00Z", "due_at": "2023-02-20T13:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-02-24T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30088984, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-02-18 00:00:00", "closed": "2023-02-25 00:00:00", "received": "2023-02-18 16:48:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:07.067545", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0920", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأنف والأذن والحنجرة (أطفال)", "main": "الطبي" }, "original_complaint_num": 920 } } }, { "model": "complaints.complaint", "pk": "f5194cb8-ccf5-459e-a835-2d24b4e5119f", "fields": { "created_at": "2023-03-15T14:55:00Z", "updated_at": "2026-04-13T18:57:17.668Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr MAJIDAH MALAK KESILIA", "expected_result": "", "reference_number": "CMP-2023-03-1017", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "I entered the clinic and the doctor was clearly agitated before I even spoke to her, and I didn't know why. Her first question was, \"What do you want?\" and I told her that I had been prescribed Roaccutane pills.\nHowever, the doctor advised me to consult a gynecologist because the pimples might be due to hormones, and when I told her this, she raised her voice.\nHowever, the doctor advised me to consult a gynecologist because the pimples might be due to hormones, and when I told her this, she rais", "description": "I entered the clinic and the doctor was clearly agitated before I even spoke to her, and I didn't know why. Her first question was, \"What do you want?\" and I told her that I had been prescribed Roaccutane pills.\nHowever, the doctor advised me to consult a gynecologist because the pimples might be due to hormones, and when I told her this, she raised her voice.\nHowever, the doctor advised me to consult a gynecologist because the pimples might be due to hormones, and when I told her this, she raised her voice.\nI was asked to give a reason to write down so that the matter could be ended because I am not married, and I was trying to explain, but in the end I left the clinic because of the unprofessional approach and lack of response to me.\n\n\n[Arabic]:\nتم دخولي للعياده وكان واضح الانفعال على الدكتوره قبل التحدث معها ولم اكن اعرف السبب ومن اول سوال قالت ماذا تريدين وتم اخبارها انه تم وصف حبوب الروكتان ولكن تم نصحي من قبل الطبيب بمراجعة طبيبه نسائية لان من الممكن ان تكون الحبوب بسبب هرمونات وعند اخبارها بذلك الامر تم رفع الصوت وكنت انا من يقوم بطرح الاسئله والاجابات على نفسي لاتمكن من توضيح الاسباب لها ولكن لا يوجد تجاوب فقط يتم سوالي اعطيني سبب اكتبه لتامين ليتم انهاء الموضوع لانك غير متزوجه وكنت احاول الشرح وتم بالاخير خروجي من العياده بسبب الاسلوب الغير مهني وعدم التجاوب معي . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-20T21:00:00Z", "due_at": "2023-03-17T14:55:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-20T21:00:00Z", "explanation_received_at": "2023-03-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-25T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30258590, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-03-21 00:00:00", "closed": null, "received": "2023-03-15 17:55:00", "resolved": "2023-03-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.664066", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1017", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1017 } } }, { "model": "complaints.complaint", "pk": "f521a192-9d77-4063-a9df-ff2a8666d75f", "fields": { "created_at": "2022-11-27T15:24:00Z", "updated_at": "2026-04-13T18:56:33.756Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-11-0595", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The consultation fee was paid at 2:15, and after waiting for half an hour, I returned to the clinic reception and asked about Dr. Fahd Al-Dossari because there was no one inside the clinic and the door was closed. The employee told me that she did not know that the doctor’s clinic had ended when she cut the bill, even though she had been asked upon arrival.", "description": "The consultation fee was paid at 2:15, and after waiting for half an hour, I returned to the clinic reception and asked about Dr. Fahd Al-Dossari because there was no one inside the clinic and the door was closed. The employee told me that she did not know that the doctor’s clinic had ended when she cut the bill, even though she had been asked upon arrival.\n\n[Arabic]:\nتم دفع مبلغ الكشفيه الساعة 2 وربع وبعد الانتظار نصف ساعه تم الرجوع لاستقبال العياده وتم السؤال عن الدكتور فهد الدوسري لعدم وجود احد داخل العياده والباب مغلق يتم اخباري من قبل الموظفة بانها لم تعلم بانتهاء عيادة الدكتوروقت قص الفاتوره علما انه تم سوالها وقت الوصول . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-11-26T21:00:00Z", "due_at": "2022-11-29T15:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-11-26T21:00:00Z", "second_reminder_sent_at": "2022-11-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-11-26T21:00:00Z", "explanation_received_at": "2022-11-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 20289313, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-11-27 00:00:00", "closed": null, "received": "2022-11-27 18:24:00", "resolved": "2022-11-30 00:00:00", "escalated": null, "first_reminder": "2022-11-27 00:00:00" }, "imported_at": "2026-04-13T21:56:33.752088", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "NOV 2022", "reference_number": "CMP-2022-11-0595", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 595 } } }, { "model": "complaints.complaint", "pk": "f531433e-4044-493d-ba26-576cff49723c", "fields": { "created_at": "2024-09-11T08:26:00Z", "updated_at": "2026-04-13T19:00:27.982Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. DOAA AWAD MASSOUD MOHAMED", "expected_result": "", "reference_number": "CMP-2024-09-2900", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "9d78232e-4836-4ab0-a83d-3c4c0c1bc852", "title": "I accompanied the patient to the emergency room regarding an urgent problem she was suffering from (urinary retention). She needed a catheter and emergency care, but the doctors who received the case asked us to wait for approximately more than an hour to conduct tests and X-rays and wait for the results, noting that we were not informed of the cost. While the patient could not bear the wait, we went out immediately to another hospital.", "description": "I accompanied the patient to the emergency room regarding an urgent problem she was suffering from (urinary retention). She needed a catheter and emergency care, but the doctors who received the case asked us to wait for approximately more than an hour to conduct tests and X-rays and wait for the results, noting that we were not informed of the cost. While the patient could not bear the wait, we went out immediately to another hospital.\n\n[Arabic]:\nحضرت مع المريضة الى الطواريء بخصوص اشكالية طارئة تعاني منها ( احتباس بالبول) وكانت تحتاج الى قسطرة و عناية طارئة ولكن طلب منا الاطباء الذين استقبلوا الحالة الانتظار بما يقارب اكثر من ساعة لعمل فحوصات و اشعة وانتظار نتيجتها علماً بأنه لم يتم اخبارنا بتكلفتها .. وبينما المريضة لم تكن تحتمل الانتظار لذا توجهنا بالخروج فورا لمستشفى اخر .. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "af9f4297-7094-416b-a9b2-b5d1b3f212c3", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-11T21:00:00Z", "due_at": "2024-09-13T08:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-11T21:00:00Z", "explanation_received_at": "2024-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-13T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1831656, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.2.Examination delay in emergency" }, "timeline": { "sent": "2024-09-12 00:00:00", "closed": null, "received": "2024-09-11 11:26:00", "resolved": "2024-09-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.969288", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2900", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 2900 } } }, { "model": "complaints.complaint", "pk": "f591b4b0-7c8a-4ed6-8d12-14c709135ea1", "fields": { "created_at": "2025-09-11T15:25:00Z", "updated_at": "2026-04-13T19:02:48.050Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4832", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient stated that she was admitted an hour after the scheduled appointment time.\"", "description": "\"The patient stated that she was admitted an hour after the scheduled appointment time.\"\n\n[Arabic]:\nتفيد المراجعه بأنها تم دخولها بعد الموعد المحدد بساعه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-13T15:25:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-11T15:25:00Z", "explanation_received_at": "2025-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4832, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "f592631c-35a5-4b09-8254-c345432802a0", "fields": { "created_at": "2025-09-24T12:35:00Z", "updated_at": "2026-04-13T19:02:50.043Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4933", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A patient submitted a detailed complaint reporting a medical error that occurred while receiving an\niron injection in the outpatient clinic, following a consultation with Dr. Azza. The patient had been\nprescribed two iron injections to be administered every Tuesday over a two-week period. According\nto the patient, during the administration of one of the doses (she could not recall whether it was the\nfirst or second), the injection was given outside the vein, resulting in the medication leaking i", "description": "A patient submitted a detailed complaint reporting a medical error that occurred while receiving an\niron injection in the outpatient clinic, following a consultation with Dr. Azza. The patient had been\nprescribed two iron injections to be administered every Tuesday over a two-week period. According\nto the patient, during the administration of one of the doses (she could not recall whether it was the\nfirst or second), the injection was given outside the vein, resulting in the medication leaking into the\nsurrounding tissue. The patient noted that there were no visible signs such as discharge to indicate a\nproblem at the time, and assumed the pain was typical for such injections. Subsequently, the\ninjection site began to show changes, including skin discoloration and swelling that resembled a\nsubcutaneous mass. The patient stated that the nurse reassured her that the reaction was temporary\nand would resolve within a few days. However, the condition did not improve. Instead, a permanent\ndark mark resembling a birthmark developed in a visible area of the hand, leading to a noticeable\ndisfigurement and significant psychological distress. The patient later informed Dr. Azza of the\nsituation during her final appointment prior to her scheduled cesarean section. Dr. Azza referred her\nto the on-call administrative office, which then directed her to another physician for evaluation. That\nphysician indicated that the condition was uncommon and should resolve, but the mark has persisted\nto the date of this complaint. It is worth noting that the patient was in her ninth month of pregnancy\nat the time and was unable to follow up on the matter due to her physical condition. She is now\n.submitting this complaint after delivery\n\n\n[Arabic]:\nقدّمت مريضة شكوى مفصلة تُبلغ فيها عن خطأ طبي حدث أثناء تلقيها حقنة حديد في العيادة الخارجية، بعد استشارة الدكتورة عزة. وُصفت للمريضة حقنتان من الحديد تُعطى كل يوم ثلاثاء على مدار أسبوعين. ووفقًا للمريضة، أثناء إعطاء إحدى الجرعتين (لم تتذكر ما إذا كانت الأولى أم الثانية)، أُعطيت الحقنة خارج الوريد، مما أدى إلى تسرب الدواء إلى الأنسجة المحيطة. وأشارت المريضة إلى عدم وجود أي علامات ظاهرة، مثل الإفرازات، تُشير إلى وجود مشكلة في ذلك الوقت، وافترضت أن الألم طبيعي لمثل هذه الحقن. بعد ذلك، بدأ موقع الحقن يُظهر تغيرات، بما في ذلك تغير لون الجلد وتورم يُشبه كتلة تحت الجلد. وذكرت المريضة أن الممرضة طمأنتها بأن رد الفعل مؤقت وسيزول في غضون أيام قليلة. إلا أن حالتها لم تتحسن. بدلاً من ذلك، ظهرت علامة داكنة دائمة تشبه وحمة الولادة في منطقة ظاهرة من اليد، مما أدى إلى تشوه ملحوظ وضيق نفسي كبير. أبلغت المريضة الدكتورة عزة لاحقًا بالحالة خلال موعدها الأخير قبل عملية الولادة القيصرية المقررة. أحالتها الدكتورة عزة إلى المكتب الإداري المناوب، الذي وجّهها بدوره إلى طبيب آخر للتقييم. أشار هذا الطبيب إلى أن الحالة نادرة ومن المتوقع أن تتحسن، لكن العلامة استمرت حتى تاريخ هذه الشكوى. تجدر الإشارة إلى أن المريضة كانت في شهرها التاسع من الحمل آنذاك، ولم تتمكن من متابعة الأمر بسبب حالتها الصحية. وهي الآن تُقدّم هذه الشكوى بعد الولادة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-26T12:35:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-10-03T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-24T12:35:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4933, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "f5adc79d-affa-43fe-87e4-bc3884dbcc1b", "fields": { "created_at": "2025-10-19T10:16:00Z", "updated_at": "2026-04-13T19:03:02.421Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-10-5109", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the hospital and submitted an admission request, but by mistake, a dental approval request was submitted twice instead of an admission request, and both were approved.", "description": "I went to the hospital and submitted an admission request, but by mistake, a dental approval request was submitted twice instead of an admission request, and both were approved.\n\n[Arabic]:\nتم الحضور إلى المستشفى ورفع طلب تنويم، ولكن تم عن طريق الخطأ رفع طلب موافقة لعلاج أسنان مرتين بدلاً من طلب التنويم، وقد تم إصدار الموافقة عليهما.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-10-21T10:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-10-19T10:16:00Z", "explanation_received_at": "2025-10-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5109, "import_source": "2025_excel_basic", "original_sheet": "OCT" } } }, { "model": "complaints.complaint", "pk": "f5d973a7-f62c-44b5-bb15-00dda520b2d9", "fields": { "created_at": "2024-10-05T17:31:00Z", "updated_at": "2026-04-13T19:00:37.542Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3001", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the emergency room after having an X-ray done at another hospital a short time later that same day. My daughter had swallowed a solid object, as shown in the X-ray I had with me. A doctor came in, and I explained the situation to her. She told me that a surgeon was indeed needed. After waiting, I was told that if the doctor couldn't come, the X-ray had to be repeated. I asked to cancel the consultation, and the receptionist signed it after the doctor arrived. I told them that she hadn'", "description": "I went to the emergency room after having an X-ray done at another hospital a short time later that same day. My daughter had swallowed a solid object, as shown in the X-ray I had with me. A doctor came in, and I explained the situation to her. She told me that a surgeon was indeed needed. After waiting, I was told that if the doctor couldn't come, the X-ray had to be repeated. I asked to cancel the consultation, and the receptionist signed it after the doctor arrived. I told them that she hadn't written any report on the consultation, and since the required doctor wasn't available, it could be canceled. The invoice was signed, and I have a copy of it. The security cameras can be reviewed to confirm this. I was told that there was no cashier, and I told them I would come back later. However, when I returned, they refused to let me go and accused me. I was treated inappropriately and unprofessionally by the on-duty manager, Rakan, who spoke loudly on the phone to another employee, saying, \"I have an Egyptian woman who was given an invoice and signed it...\" I left without any benefit. I demand that the security cameras be reviewed, the matter investigated, and the money refunded.\n\n[Arabic]:\nتم الحضور بعد عمل اشعة لدى مستشفى اخر خلال وقت قصير بنفس اليوم والتوجه لقسم الطوارئ لوجود حاله طارئ حيث ان ابنتي قامت بلع (جزء صلب ) تبين بالاشعه الموجوده معي حضرت طبيبه وتم شرح ذلك لها وابلغتني بضرورة حضور طبيب جراحه بالفعل وبعد الانتظار تم ابلاغي لامكانية حضور الطبيب لابد من اعادة عمل الاشعه ليتم استدعاء الطبيب فطلبت الغاء الكشفيه وتم التوقيع عليها من قبل موظف الاستقبال بعد حضور الطبيبه وابلاغهم انها لم تكتب اي تقرير في الكشفيه ولعدم وجود الطبيب المطلوب يمكن الغاء ذلك وتم توقيع الفاتوره ويوجد صوره منها ويمكن مراجعه الكاميرات لاثبات ذلك وتم ابلاغي بعدم وجود الكاشير وابلغتهم اني سوف يتم العوده لاحقا ولكن بعد الرجوع تم رفض ذلك واتهامي والتعامل معي بطريقه غير لائقه وغير احترافيه من قبل المدير المناوب راكان حيث قام بالتواصل مع موظف اخر بصوت عالي بالهاتف والقول ( عندي وحده مصريه معطينها فاتوره وموقعين عليها ...) وتم خروجي بدون اي فائده اطالب بمراجعة الكاميرات والتححقق من الامر واسترجاع المبلغ .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-04T21:00:00Z", "due_at": "2024-10-07T17:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-05T21:00:00Z", "second_reminder_sent_at": "2024-10-06T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-04T21:00:00Z", "explanation_received_at": "2024-10-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-07T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30346982, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and Harassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-10-05 00:00:00", "closed": null, "received": "2024-10-05 20:31:00", "resolved": "2024-10-08 00:00:00", "escalated": null, "first_reminder": "2024-10-06 00:00:00" }, "imported_at": "2026-04-13T22:00:37.529732", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3001", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "المدير المناوب", "main": "الإداري" }, "original_complaint_num": 3001 } } }, { "model": "complaints.complaint", "pk": "f5e35859-92fb-47e4-b56e-bb8fa7718387", "fields": { "created_at": "2023-10-11T06:36:00Z", "updated_at": "2026-04-13T18:58:29.896Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1695", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I paid 33 riyals and was required to undergo a medical examination before entering the clinic. Upon completion of my visit, I was informed that I needed to pay an additional 57 riyals for an examination that was performed without informing me of its fees before entering the clinic.", "description": "I paid 33 riyals and was required to undergo a medical examination before entering the clinic. Upon completion of my visit, I was informed that I needed to pay an additional 57 riyals for an examination that was performed without informing me of its fees before entering the clinic.\n\n[Arabic]:\nتم دفع مبلغ 33 ريال وتم الزامي بضرورة دخول فحص قبل الدخول للعياده لدى الطبيب وعند الانتهاء من زيارتي تم ابلاغي بضرورة دفع مبالغ اضافيه بقيمة 57 لفحص تم عمله بدون ابلاغي برسومه قبل دخول العياده . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-10T21:00:00Z", "due_at": "2023-10-13T06:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-11T21:00:00Z", "second_reminder_sent_at": "2023-10-14T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-10T21:00:00Z", "explanation_received_at": "2023-10-15T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-10T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30280690, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Finance and\nBilling", "classification": "Pricing variations" }, "timeline": { "sent": "2023-10-11 00:00:00", "closed": null, "received": "2023-10-11 09:36:00", "resolved": "2023-10-11 00:00:00", "escalated": null, "first_reminder": "2023-10-12 00:00:00" }, "imported_at": "2026-04-13T21:58:29.893296", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1695", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1695 } } }, { "model": "complaints.complaint", "pk": "f5ee269c-da39-48a9-b241-bb5647828f5c", "fields": { "created_at": "2022-12-05T14:16:00Z", "updated_at": "2026-04-13T18:56:42.478Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "2869-MUHAMMAD ASLAM KHUSHK ", "expected_result": "", "reference_number": "CMP-2022-12-0633", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Unfortunately, there is no adherence to appointment times. Our appointment was at 3:10 PM, and more than three patients were seen before us. When I asked why, the doctor, in the presence of the nurse, told me to wait or cancel the appointment.", "description": "Unfortunately, there is no adherence to appointment times. Our appointment was at 3:10 PM, and more than three patients were seen before us. When I asked why, the doctor, in the presence of the nurse, told me to wait or cancel the appointment.\n\n[Arabic]:\nمع الاسف لايوجد التزام بالموعيد حيث ان موعدنا الساعه ثلاثه وعشر دقائق عصرا وتم ادخال اكثر من ثلاثة\nمرضى قبلنا وعند السؤال لماذا رد الطبيب بحضور الممرضه انتظر او الغ الكشفيه", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-12-16T21:00:00Z", "due_at": "2022-12-07T14:16:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-12-16T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2022-12-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30036700, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.2.Poor availability and scheduling" }, "timeline": { "sent": "2022-12-17 00:00:00", "closed": "2022-12-17 00:00:00", "received": "2022-12-05 17:16:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:42.472889", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "DEC 2022", "reference_number": "CMP-2022-12-0633", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 633 } } }, { "model": "complaints.complaint", "pk": "f5fb7d4b-3182-40a5-9294-4bdc53b21983", "fields": { "created_at": "2024-08-11T15:22:00Z", "updated_at": "2026-04-13T19:00:16.822Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. NANCY ESAMELDIN GHONAM AHMED", "expected_result": "", "reference_number": "CMP-2024-08-2798", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "26f5656b-01c8-487a-8878-9014130eba36", "staff": "2ed2bf0e-2bfd-4482-9295-f76557977468", "title": "I arrived at the lab reception around 9-10 AM and asked the employee about the test results. The results weren't clear to him in the system, so he told me to go to the lab and ask the employee there. When I got there, the employee (who was wearing a hijab, I think she was Sudanese) said it wasn't her problem and that she'd look into it for me. She seemed angry. Then she said, \"You did the test recently, this test takes a while.\" I knew it takes time, but I was in a hurry because my illness was g", "description": "I arrived at the lab reception around 9-10 AM and asked the employee about the test results. The results weren't clear to him in the system, so he told me to go to the lab and ask the employee there. When I got there, the employee (who was wearing a hijab, I think she was Sudanese) said it wasn't her problem and that she'd look into it for me. She seemed angry. Then she said, \"You did the test recently, this test takes a while.\" I knew it takes time, but I was in a hurry because my illness was getting worse. After she told me it would take a while, I tried to ask more questions, but she wouldn't let me and said, \"That's all.\" Honestly, I didn't know how to respond because of the shock and her harsh treatment. I'm a patient from another hospital, and I said if I were going to have surgery, I'd have it done at Al Hamadi Hospital. I was surprised by the employee's terrible treatment. If she had just said it wasn't available there, it would have been better than her bland reply.\n\n[Arabic]:\nحضرت لاستقبال المختبر حوالي الساعة 9-10 صباحاً و سالت الموظف عن التحليل و كان التحليل مو واضح له فى النظام فى قالي لو تقدر روح للمختبر و اسال الموظفه انو مو واضح و يوم جيت الموظفه( محجبة اظنها سودانية الجنسية) تكلمت معاها تقول مو شغلي و و تتكلم هذا مو شغلنا لكن بشوف لك و كانت معصبه و بعدين قالت انت حللت من قريب هذا التحليل ياخذ وقت شوي انا اعرف انه ياخذ وقت لكن كنت مستعجل عليه لان المرض يتثاقل علي و بعد ما علمتني انه بيطول جيت بسال ما خلتني و قالت انتهى الكلام للامانه ما عرفت ارد عليها من الصدمه و طريقة التعامل القاسيه انا مراجع من مستشفى ثاني و قلت لو بسوي فى عمليه حسويها فى الحمادي ف تفاجات بتعامل الموظفه السييء جدا ولو انها قالت مو عندنا كان افضل من انها ترد برد الباهت", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-10T21:00:00Z", "due_at": "2024-08-13T15:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-08-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-10T21:00:00Z", "explanation_received_at": "2024-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-13T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30339666, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2024-08-11 00:00:00", "closed": null, "received": "2024-08-11 18:22:00", "resolved": "2024-08-14 00:00:00", "escalated": null, "first_reminder": "2024-08-28 00:00:00" }, "imported_at": "2026-04-13T22:00:16.814031", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2798", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2798 } } }, { "model": "complaints.complaint", "pk": "f61cf849-15a7-4d22-88d2-5ab46f7da148", "fields": { "created_at": "2025-04-21T11:14:00Z", "updated_at": "2026-04-13T19:01:48.100Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-04-4054", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The insurance has not been provided with a detailed report about the patient's condition.\"", "description": "\"The insurance has not been provided with a detailed report about the patient's condition.\"\n\n[Arabic]:\nعدم متابعة طلب التامين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-23T11:14:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-21T11:14:00Z", "explanation_received_at": "2025-04-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4054, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "f642edfb-60ca-4b71-999b-86479d4e6123", "fields": { "created_at": "2024-04-28T18:15:00Z", "updated_at": "2026-04-13T18:59:38.236Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2410", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient is still in the intensive care unit and has not been transferred to the ward. No microbiological tests have been conducted yet, and his condition has not been diagnosed, nor has the fixation device on his pelvis been removed. It is important to note that the patient does not need to remain in intensive care; he is in good health, eating and drinking normally, and moving well. I kindly request that he be transferred to the ward, as he can no longer tolerate staying in isolation, which", "description": "The patient is still in the intensive care unit and has not been transferred to the ward. No microbiological tests have been conducted yet, and his condition has not been diagnosed, nor has the fixation device on his pelvis been removed. It is important to note that the patient does not need to remain in intensive care; he is in good health, eating and drinking normally, and moving well. I kindly request that he be transferred to the ward, as he can no longer tolerate staying in isolation, which is causing him psychological distress.\n\n\n[Arabic]:\n المريض لا يزال في العناية المركزة ولم يتم تنزيله للتنويم ولم يتم اخذ له تحاليل للمايكروب حتى الان ولم يتم\nتشخيص حالته وازالة المثبت الموجود على الحوض مع العلم ان المريض ليس في حاجه للبقاء في العناية فهو\nبصحة جيدة ويأكل ويشرب طبيعي ويتحرك جيدا ارجو تحويله للتنويم حيث ان المريض لم يعد يتحمل البقاء في\nالعزل وذلك سبب له تعب نفسي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-29T21:00:00Z", "due_at": "2024-04-30T18:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-04-30T21:00:00Z", "second_reminder_sent_at": "2024-05-03T21:00:00Z", "escalated_at": "2024-05-07T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2024-04-29T21:00:00Z", "explanation_received_at": "2024-05-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-08T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30322382, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.4.Failure to clarify patient case to his family" }, "timeline": { "sent": "2024-04-30 00:00:00", "closed": null, "received": "2024-04-28 21:15:00", "resolved": "2024-05-09 00:00:00", "escalated": "2024-05-08 00:00:00", "first_reminder": "2024-05-01 00:00:00" }, "imported_at": "2026-04-13T21:59:38.227779", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2410", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة", "main": "الطبي" }, "original_complaint_num": 2410 } } }, { "model": "complaints.complaint", "pk": "f666b94d-db9c-4f29-bb6c-43e4979b7460", "fields": { "created_at": "2025-07-10T06:49:00Z", "updated_at": "2026-04-13T19:02:23.117Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تنسيق العيادات ", "expected_result": "", "reference_number": "CMP-2025-07-4443", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient reports receiving a late financial notice of SAR 4,700 just one day before his wife’s scheduled delivery, despite prior partial approval being issued without mention of additional charges. He states this caused significant stress and led to signing a promissory note under pressure", "description": "The patient reports receiving a late financial notice of SAR 4,700 just one day before his wife’s scheduled delivery, despite prior partial approval being issued without mention of additional charges. He states this caused significant stress and led to signing a promissory note under pressure\n\n[Arabic]:\nيشكو المريض من إبلاغه بمطالبة مالية (4700 ريال) قبل يوم من موعد عملية الولادة المجدولة، رغم صدور الموافقة الجزئية مسبقًا دون ذكر مبالغ إضافية، مما تسبب له في ضغط نفسي واضطره لتوقيع سند لأمر بشكل عاجل.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 99, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-12T06:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-10T06:49:00Z", "explanation_received_at": "2025-07-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4443, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f6952014-4ed8-478e-93a3-1737272ce67f", "fields": { "created_at": "2025-12-01T11:00:00Z", "updated_at": "2026-04-13T19:03:23.663Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.AHMED ADNAN TURKISTANI", "expected_result": "", "reference_number": "CMP-2025-12-5393", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay in dental prosthetics", "description": "Delay in dental prosthetics\n\n[Arabic]:\nتاخير في تركيبات الاسنان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-03T11:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-01T11:00:00Z", "explanation_received_at": "2025-12-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5393, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "f6965252-9fa2-449e-9024-e72862d22222", "fields": { "created_at": "2025-11-08T07:42:00Z", "updated_at": "2026-04-13T19:03:13.208Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5246", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The family of the patient, Rayan Al-Salem, is complaining about the service provided and the way they were treated by the on-duty manager, Abdulaziz Al-Qarni. They expressed their dissatisfaction with the long wait time and the delays in the surgical procedures, stating that the case was not handled as an emergency. They have been waiting from Thursday, November 6, until today, Saturday, November 8.\n", "description": "The family of the patient, Rayan Al-Salem, is complaining about the service provided and the way they were treated by the on-duty manager, Abdulaziz Al-Qarni. They expressed their dissatisfaction with the long wait time and the delays in the surgical procedures, stating that the case was not handled as an emergency. They have been waiting from Thursday, November 6, until today, Saturday, November 8.\n\n\n[Arabic]:\nيشتكي ذوي المراجع ريان السالم من الخدمة المقدمة وطريقة التعامل من قبل المدير المناوب عبدالعزيز القرني و ابدوا استيائهم من طول وقت الانتظار و تأخير اجراءات العملية, حيث لم يتم معاملتها كحالة طارئة وانتظروا من يوم الخميس 6 نوفمبر الى اليوم السبت 8 نوفمبر.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thyr.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-10T07:42:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-08T07:42:00Z", "explanation_received_at": "2025-11-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thyr.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5246, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "f6b0461d-a8cb-411c-8741-11b7f6287271", "fields": { "created_at": "2025-01-16T10:44:00Z", "updated_at": "2026-04-13T19:01:13.153Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3544-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "لم يسأل المطبخ عن وجود اي حساسية او تفضيلات طعام ", "description": "لم يسأل المطبخ عن وجود اي حساسية او تفضيلات طعام ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-18T10:44:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-16T10:44:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3544, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "f6d51c40-60ed-4a82-b046-4a63317bc622", "fields": { "created_at": "2025-12-21T11:18:00Z", "updated_at": "2026-04-13T19:03:25.154Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5501", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A claim was submitted multiple times for a surgical procedure at the surgery clinic, but was rejected by the insurance company. After contacting the insurance company, they explained that the problem stemmed from the code selected by the hospital, which they claimed was incorrect, and that the rejection originated from the Nafis platform. We attempted to obtain the correct code from the insurance company, but they refused to provide it. The hospital was informed of this issue, but we have yet to", "description": "A claim was submitted multiple times for a surgical procedure at the surgery clinic, but was rejected by the insurance company. After contacting the insurance company, they explained that the problem stemmed from the code selected by the hospital, which they claimed was incorrect, and that the rejection originated from the Nafis platform. We attempted to obtain the correct code from the insurance company, but they refused to provide it. The hospital was informed of this issue, but we have yet to reach a resolution. The insurance company maintains that the problem lies with the hospital, while the hospital maintains that the problem lies with the insurance company.\n\n[Arabic]:\nتم رفع المطالبة أكثر من مرة لعملية جراحية في عيادة الجراحة، وتم الرد بالرفض من قبل التأمين. وبعد التواصل مع التأمين، أوضح التأمين أن المشكلة من الكود المختار من قبل المستشفى، حيث إنه كود خاطئ، وأن الرفض جاء من منصة نفيس، تم محاولة معرفة الكود الصحيح من التأمين، لكنهم رفضوا إعلامنا بالكود الصحيح، وقد تم إعلام المستشفى بهذا الموضوع، ولم نصل إلى نتيجة حتى الآن، حيث يقول التأمين إن المشكلة من المستشفى، وتقول المستشفى إن المشكلة من التأمين", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-23T11:18:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-21T11:18:00Z", "explanation_received_at": "2025-12-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5501, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "f6dd6abb-9b46-4207-a6d8-cf7228eae095", "fields": { "created_at": "2025-08-05T17:17:00Z", "updated_at": "2026-04-13T19:02:34.649Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": " الجراحة العامة - الجيلاني", "expected_result": "", "reference_number": "CMP-2025-08-4576", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " I booked an appointment for a cyst removal procedure and asked about the cost and pricing. The relevant department contacted me, reviewed my case, and advised me that I needed surgery. I paid in cash.\n\nI arrived at the appointed time, and the procedure took no more than three minutes. It involved local anesthesia, followed by direct pressure on the cyst without any actual surgical intervention. I was then asked to come back the next day for a dressing change, which was the only request the doct", "description": " I booked an appointment for a cyst removal procedure and asked about the cost and pricing. The relevant department contacted me, reviewed my case, and advised me that I needed surgery. I paid in cash.\n\nI arrived at the appointed time, and the procedure took no more than three minutes. It involved local anesthesia, followed by direct pressure on the cyst without any actual surgical intervention. I was then asked to come back the next day for a dressing change, which was the only request the doctor made.\n\nAfter waiting for more than two hours, I left the doctor's office to be surprised by moderate bleeding. This was not dangerous, but it caught my attention. I tried to wait until my appointment the next day, but I was forced to remove the dressing due to the heavy bleeding. I sterilized the wound and re-covered it myself.\n\nBut to my surprise, the cyst remained in its original location, unchanged, as if the procedure had never been performed.\n\nTherefore, I demand that I be referred to another doctor for the necessary medical examination and to examine the current situation. I also demand my full rights, both in terms of the medical procedure that was not performed properly and in terms of the cost paid for a service that was not performed as required.\n\n[Arabic]:\n قد حجزتُ موعدًا لإجراء عملية إزالة الكيس الدهني، وطلبت الاستفسار عن تكلفة العملية والأسعار. وقد تواصل معي القسم المختص، واطّلع على حالتي، وأفاد بأنني بحاجة إلى عملية، فدفعت المبلغ نقدًا.\nحضرت في الموعد المحدد، وتمت العملية في ظرف لا يتجاوز ثلاث دقائق، واقتصرت فقط على التخدير الموضعي، تلاه ضغط مباشر على الكيس دون أي إجراء جراحي حقيقي، ثم طُلب مني الحضور في اليوم التالي لتغيير الضماد فقط، وكان هذا هو الطلب الوحيد الذي ذكره الطبيب.\nوبعد انتظاري لأكثر من ساعتين، خرجت من عند الطبيب لأتفاجأ بحدوث نزيف دموي متوسط، غير خطير، لكنه استدعى انتباهي، وحاولت الانتظار حتى موعد الحضور في اليوم التالي، إلا أنني اضطررت إلى إزالة الضماد بسبب كثافة الدم، فقمت بتعقيم الجرح وتغطيته مرة أخرى بنفسي.\nلكن المفاجأة كانت أن الكيس لا يزال في موضعه كما هو، دون أي تغيير يُذكر، وكأن الإجراء لم يُنفذ.\nلذلك، أطالب بإحالتي إلى طبيب آخر لإجراء الفحص الطبي اللازم، ومعاينة الوضع الحالي، كما أطالب بحقي الكامل سواء من حيث الإجراء الطبي الذي لم يتم بشكل صحيح أو من حيث التكلفة المدفوعة لقاء خدمة لم تُنفذ بالشكل المطلوب.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-07T17:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-05T17:17:00Z", "explanation_received_at": "2025-08-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4576, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "f71ecb9b-e185-424a-a23d-76d3981099a4", "fields": { "created_at": "2023-09-13T15:51:00Z", "updated_at": "2026-04-13T18:58:20.002Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1612", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " The doctor requested services covered by the insurance without explaining them to the patient.", "description": " The doctor requested services covered by the insurance without explaining them to the patient.\n\n[Arabic]:\n طلب خدمات على التأمين من قبل الطبيب دون الشرح للمريض", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-13T21:00:00Z", "due_at": "2023-09-15T15:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-13T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30061586, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.1.Administrative\nPolicies and\nProcedures", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2023-09-14 00:00:00", "closed": " ", "received": "2023-09-13 18:51:00", "resolved": " ", "escalated": " ", "first_reminder": " " }, "imported_at": "2026-04-13T21:58:19.998540", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1612", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 1612 } } }, { "model": "complaints.complaint", "pk": "f75d604f-5892-452b-976f-df1bb15e1f24", "fields": { "created_at": "2024-08-21T12:45:00Z", "updated_at": "2026-04-13T19:00:17.737Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2829", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My son Abdullah was admitted to the emergency room by the Red Crescent following a traffic accident on March 8, 2024, at Al Hammadi Hospital, Al Nozha branch, as a passenger. After he was admitted to the intensive care unit, my information was taken, and I was misled into signing a pledge to cover the treatment costs despite having health insurance. I was pressured to file a lawsuit demanding 42,880 riyals. Upon checking with the insurance company, they confirmed approval for treatment costs und", "description": "My son Abdullah was admitted to the emergency room by the Red Crescent following a traffic accident on March 8, 2024, at Al Hammadi Hospital, Al Nozha branch, as a passenger. After he was admitted to the intensive care unit, my information was taken, and I was misled into signing a pledge to cover the treatment costs despite having health insurance. I was pressured to file a lawsuit demanding 42,880 riyals. Upon checking with the insurance company, they confirmed approval for treatment costs under number 2024-474986. However, the hospital neglected to contact the insurance company to collect the treatment costs, forcing me to pay the amount through the courts.\n\n[Arabic]:\nتم إدخال الابن عبدالله للطوارئ من قبل الهلال الأحمر إثر حادث مروريّ كونه احد الركاب بتاريخ ٨/٣/٢٠٢٤ لدى مستشفى الحمادي فرع النزهة، وتم اخذ معلوماتي بعد دخوله للعناية المركزة والتغرير بي بالتعهد لتحمل تكاليف العلاج بالرغم من وجود تأمين صحي،وتم الضغط علي برفع دعوى قضائية للمطالبة بقيمة ٤٢٨٨٠ الف ريال، وبمراجعة التأمين أفادوا بوجود موافقة لتحمل تكاليف العلاج برقم 2024-474986 ومع ذلك تم الاهمال من قبل المستشفى بعدم التواصل مع شركة التأمين لتحصيل قيمة العلاج وإلزامي بدفع المبلغ عن طريق القضاء", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-20T21:00:00Z", "due_at": "2024-08-23T12:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-20T21:00:00Z", "explanation_received_at": "2024-08-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-21T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30318807, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and\nBilling", "classification": "3.4.4.Reimbursements issues" }, "timeline": { "sent": "2024-08-21 00:00:00", "closed": null, "received": "2024-08-21 15:45:00", "resolved": "2024-08-22 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.731617", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2829", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2829 } } }, { "model": "complaints.complaint", "pk": "f7bd2e65-6604-4df0-b9b7-482b1f86699e", "fields": { "created_at": "2025-06-24T12:46:00Z", "updated_at": "2026-04-13T19:02:12.207Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارئ ", "expected_result": "", "reference_number": "CMP-2025-06-4377", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Non-issuance of the death notification certificate to the applicant.", "description": "Non-issuance of the death notification certificate to the applicant.\n\n[Arabic]:\nعدم إعطاء المراجع شهادة تبليغ وفاة ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-26T12:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-24T12:46:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4377, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "f7cd0f45-7606-449d-a6f8-9ea3e96b21eb", "fields": { "created_at": "2024-01-13T13:08:00Z", "updated_at": "2026-04-13T18:59:06.943Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2068", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "An appointment was booked with Dr. Mahmoud Fawzi and a circumcision fee of 700 riyals was paid. After payment and the second visit, he refused unless there was a medical report from a urologist. We came for the third time and it was also refused. After going to another doctor, the circumcision was performed very easily and smoothly. We are now requesting a refund of the circumcision fee due to Dr. Mahmoud Fawzi’s refusal to perform the procedure three consecutive times!", "description": "An appointment was booked with Dr. Mahmoud Fawzi and a circumcision fee of 700 riyals was paid. After payment and the second visit, he refused unless there was a medical report from a urologist. We came for the third time and it was also refused. After going to another doctor, the circumcision was performed very easily and smoothly. We are now requesting a refund of the circumcision fee due to Dr. Mahmoud Fawzi’s refusal to perform the procedure three consecutive times!\n\n[Arabic]:\n تم حجز موعد عند الدكتور محمود فوزي ودفع مبلغ ختان قدره ٧٠٠ ريال وبعد الدفع والزيارة الثانية رفض الا بتقرير طبي من مسالك بولية ، وجينا المرة الثالثة وتم الرفض ايضا وبعد الذهاب لدكتور اخر عمل له الختان بكل يسر وسهولة، حاليا نطالب باسترجاع مبلغ الختان لرفض الدكتور محمود فوزي عمل العمليه لثلاث مرات متتاليه!", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-14T21:00:00Z", "due_at": "2024-01-15T13:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-14T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": "2024-01-15T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30305850, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "5. Communication", "subcategory": "3.4.Finance and\nBilling", "classification": "3.1.4.Required Service not obtained" }, "timeline": { "sent": "2024-01-15 00:00:00", "closed": "2024-01-16 00:00:00", "received": "2024-01-13 16:08:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.939821", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2068", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المالية", "main": "الإداري" }, "original_complaint_num": 2068 } } }, { "model": "complaints.complaint", "pk": "f7e9b08d-421a-4af4-8c98-5a0f9d3d744c", "fields": { "created_at": "2024-08-06T13:09:00Z", "updated_at": "2026-04-13T19:00:16.593Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2780", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I approached the reception staff to ask when I would be admitted for physiotherapy because I had been waiting for a long time, and the sister from the radiology staff became very agitated and raised her voice, even though I did not direct the question to her nor speak to her.\"", "description": "I approached the reception staff to ask when I would be admitted for physiotherapy because I had been waiting for a long time, and the sister from the radiology staff became very agitated and raised her voice, even though I did not direct the question to her nor speak to her.\"\n\n[Arabic]:\nتوجهت لموظفات الاستقبال ل السوال متي بيتم دخولي للعلاج الطبيعي لاني طولت في الانتظار و قامت الاخت\nمن موظفي الاشعة ب الأنفعال الشديد و رفع الصوت مع العلم اني لم أوجهه لها السوال ولا تكلمت معها ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 50, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-05T21:00:00Z", "due_at": "2024-08-08T13:09:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-05T21:00:00Z", "explanation_received_at": "2024-08-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-06T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1454633, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-08-06 00:00:00", "closed": null, "received": "2024-08-06 16:09:00", "resolved": "2024-08-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:16.581858", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2780", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم العلاج الطبيعي", "main": "الطبي" }, "original_complaint_num": 2780 } } }, { "model": "complaints.complaint", "pk": "f7f4b095-dfdf-40b2-800e-10da6c3b2979", "fields": { "created_at": "2023-04-10T21:08:00Z", "updated_at": "2026-04-13T18:57:28.806Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Huda Abdulkadir Ali Farah", "expected_result": "", "reference_number": "CMP-2023-04-1152", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "6a447c23-1c29-4d4d-85ce-f3eca6000fd6", "title": "I had a surgery on April 2, 2023, and afterward, there was pain. I requested pain relief from the doctor, but she refused in an unprofessional manner, saying, \"You don’t want to hurt after the surgery\" and \"You had the surgery; what do you want now?\" Additionally, she provided a diagnosis different from the consulting physician's diagnosis.", "description": "I had a surgery on April 2, 2023, and afterward, there was pain. I requested pain relief from the doctor, but she refused in an unprofessional manner, saying, \"You don’t want to hurt after the surgery\" and \"You had the surgery; what do you want now?\" Additionally, she provided a diagnosis different from the consulting physician's diagnosis.\n\n[Arabic]:\nتم اجراء عملية بتاريخ 2 ابريل 2023، وكان هناك الم من بعد العملية وتم طلب مسكن من قبل الدكتوره وقامت بالرفض بااسلوب غير مهني والرد ( لاتريدين التالم من بعد عملية ) و (سويتو العملية وش تبون بعد ) بالاضافة الى افاده بتشخيص مختلف عن تشخيص الاستشارية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-10T21:00:00Z", "due_at": "2023-04-12T21:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-10T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-04-19T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1713604, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-04-11 00:00:00", "closed": "2023-04-20 00:00:00", "received": "2023-04-11 00:08:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:28.794955", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1152", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1152 } } }, { "model": "complaints.complaint", "pk": "f7fd5bcf-7419-4563-ab6b-17183452ee03", "fields": { "created_at": "2024-01-18T12:51:00Z", "updated_at": "2026-04-13T18:59:07.847Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr AZZA JAFFAR BASHIR MOHAMED", "expected_result": "", "reference_number": "CMP-2024-01-2089", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "209bc3b5-fd33-40df-96f2-f767380c9cf7", "title": "I saw the doctor at the clinic and she prescribed medication, but she was late in filling it out, even though I went back to the clinic and asked her to fill it out. She didn't fill it out, and I even called reception to have it filled out, but she didn't fill it out until I got home. Keep in mind that I'm from outside Riyadh and took a short leave of absence. I had an appointment with her on Sunday, but it was canceled today. There's no accountability or punctuality!", "description": "I saw the doctor at the clinic and she prescribed medication, but she was late in filling it out, even though I went back to the clinic and asked her to fill it out. She didn't fill it out, and I even called reception to have it filled out, but she didn't fill it out until I got home. Keep in mind that I'm from outside Riyadh and took a short leave of absence. I had an appointment with her on Sunday, but it was canceled today. There's no accountability or punctuality!\n\n[Arabic]:\n كشفت عند الدكتوره في العياده ووصفت لي وصفه طبيه وتأخرت في تنزيلها مع اني رجعت لها العياده وطلبت منها تنزلها\nولكن مانزلتها وكلمت الاستقبال لتنزيلها لكن مانزلتها الا لما رجعت البيت مع العلم اني من خارج الرياض واخذت\nاجازه وقت قصير واخذت موعد يوم الاحد معها وتم الغاء الموعد اليوم مافي اي مسوؤليه ولا انتظام! ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-17T21:00:00Z", "due_at": "2024-01-20T12:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-01-19T21:00:00Z", "second_reminder_sent_at": "2024-01-21T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-17T21:00:00Z", "explanation_received_at": "2024-01-22T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254489, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.4.Treatment", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-01-18 00:00:00", "closed": null, "received": "2024-01-18 15:51:00", "resolved": "2024-01-24 00:00:00", "escalated": null, "first_reminder": "2024-01-20 00:00:00" }, "imported_at": "2026-04-13T21:59:07.838655", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2089", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2089 } } }, { "model": "complaints.complaint", "pk": "f809b4bf-5fc3-4b8a-a858-f1a7c5a364c0", "fields": { "created_at": "2025-07-20T11:41:00Z", "updated_at": "2026-04-13T19:02:24.639Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الموافقات الطبية", "expected_result": "", "reference_number": "CMP-2025-07-4495", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient was admitted for lifesaving surgery, a balloon was inserted, and a cardiac catheterization was performed. The catheterization was performed and he was admitted to the intensive care unit for two weeks. A request was submitted to the insurance company for approval at the time, but it turned out that the insurance company responded to the approval request by stating that the company's refusal was not a final refusal, but rather a refusal until the doctor provides them with the deficien", "description": "The patient was admitted for lifesaving surgery, a balloon was inserted, and a cardiac catheterization was performed. The catheterization was performed and he was admitted to the intensive care unit for two weeks. A request was submitted to the insurance company for approval at the time, but it turned out that the insurance company responded to the approval request by stating that the company's refusal was not a final refusal, but rather a refusal until the doctor provides them with the deficiencies and medical justifications required for him to perform this procedure. I am now being asked to pay by the hospital due to the refusal.\n\n[Arabic]:\nتم دخول المريض انقاذ حياة وتركيب بالونة وعمل عملية قسطرة للقلب، حيث تم عمل القسطرة وتنويمه في العناية المركزة لمدة أسبوعين وتم رفع طلب لشركة التأمين بالموافقة في حينها ولكن تبين أن شركة التأمين ردت على طلب الموافقة بأن رفض الشركة هو ليس رفض نهائي وإنما رفض حتى يقوم الدكتور بتزويدهم بالنواقص والمبررات الطبية المطلوبة لقيامه بهذا الاجراء ومطالبتي الان بالسداد من قبل المستشفى بسبب الرفض. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-22T11:41:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-20T11:41:00Z", "explanation_received_at": "2025-07-20T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4495, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f8650a80-42a5-4162-bbbe-c6f31749cf30", "fields": { "created_at": "2023-10-26T09:03:00Z", "updated_at": "2026-04-13T18:58:32.431Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1760", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The birth notification was not submitted.", "description": "The birth notification was not submitted.\n\n[Arabic]:\nتاخير في رفع التبليغ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-25T21:00:00Z", "due_at": "2023-10-28T09:03:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-25T21:00:00Z", "explanation_received_at": "2023-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-25T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30270119, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "Medical records", "classification": ".Birth registry issues" }, "timeline": { "sent": "2023-10-26 00:00:00", "closed": null, "received": "2023-10-26 12:03:00", "resolved": "2023-10-26 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:32.428534", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1760", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 1760 } } }, { "model": "complaints.complaint", "pk": "f8b0c05a-6248-4483-a913-d3e8b4236fb1", "fields": { "created_at": "2023-05-12T07:33:00Z", "updated_at": "2026-04-13T18:57:39.501Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1239", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Lack of regular feedings for the baby, failure to change the newborn's diapers, and very poor handling of communication.", "description": "Lack of regular feedings for the baby, failure to change the newborn's diapers, and very poor handling of communication.\n\n[Arabic]:\nعدم الانتظام برضعات الطفل وعدم تغير الحفائظ للمولود وعدم الرد على التحويلة والتعامل سيء جدا .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-11T21:00:00Z", "due_at": "2023-05-14T07:33:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": "2023-05-12T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30213448, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-05-12 00:00:00", "closed": "2023-05-13 00:00:00", "received": "2023-05-12 10:33:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.498571", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1239", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 1239 } } }, { "model": "complaints.complaint", "pk": "f8f47c4f-e527-4e0f-8456-b89a3f6a7bad", "fields": { "created_at": "2024-03-07T13:11:00Z", "updated_at": "2026-04-13T18:59:26.203Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr YOUSEF A M ELNEMRAWI", "expected_result": "", "reference_number": "CMP-2024-03-2268", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "02609b8b-987c-45ff-8493-e3518108c043", "title": "The patient reports that the hospital refused to dispense the outpatient prescription until after a consultation with the consultant. Upon seeing the consultant, the latter refused to write the prescription until further tests were conducted, despite the patient being informed that tests were already performed at another hospital. The consultant still refused to dispense the prescription unless the tests were repeated at this hospital.", "description": "The patient reports that the hospital refused to dispense the outpatient prescription until after a consultation with the consultant. Upon seeing the consultant, the latter refused to write the prescription until further tests were conducted, despite the patient being informed that tests were already performed at another hospital. The consultant still refused to dispense the prescription unless the tests were repeated at this hospital.\n\n[Arabic]:\nيفيد المستفيد ان المستشفى رفض صرف الوصفه الخارجيه الا بعد زيارة الاستشاري وعند زيارة الاستشاري رفض كتابة الوصفه الا بعد عمل تحاليل مع اخباره بوجود تحاليل من المستشفى الاخر لكنه رفض صرف الوصفه الا بعمل تحاليل مرة اخرى في المستشفى هذا", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "df5c295d-d04a-4260-a20e-ef2e9967d84f", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 1, "subsection": 1, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-03-06T21:00:00Z", "due_at": "2024-03-09T13:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-03-06T21:00:00Z", "explanation_received_at": "2024-03-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-03-06T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30316197, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "1.4.Treatment", "classification": "2.1.9.Refusal to dispense medications" }, "timeline": { "sent": "2024-03-07 00:00:00", "closed": null, "received": "2024-03-07 16:11:00", "resolved": "2024-03-07 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:26.197171", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2024 ", "reference_number": "CMP-2024-03-2268", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الباطنية", "main": "الطبي" }, "original_complaint_num": 2268 } } }, { "model": "complaints.complaint", "pk": "f8f4bd43-74ae-48be-a143-3153378c5c32", "fields": { "created_at": "2025-07-19T06:24:00Z", "updated_at": "2026-04-13T19:02:24.151Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "فني الاشعه ", "expected_result": "", "reference_number": "CMP-2025-07-4479", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "تفيد المرافقه بدخول فني الاشعه الى غرفة المريضه بدون استئذان ", "description": "تفيد المرافقه بدخول فني الاشعه الى غرفة المريضه بدون استئذان ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-07-21T06:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-07-19T06:24:00Z", "explanation_received_at": "2025-07-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4479, "import_source": "2025_excel_basic", "original_sheet": "JUL" } } }, { "model": "complaints.complaint", "pk": "f90faee0-fbca-4e14-b3d3-530435b9b911", "fields": { "created_at": "2024-01-22T10:34:00Z", "updated_at": "2026-04-13T18:59:08.226Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2101", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The sick leave certificate has not yet been issued for the patient as of 1/16/2024", "description": "The sick leave certificate has not yet been issued for the patient as of 1/16/2024\n\n[Arabic]:\nلم يتم اصدار الاجازه الى الان للمريض بتاريخ 16/1/2024", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-21T21:00:00Z", "due_at": "2024-01-24T10:34:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-21T21:00:00Z", "explanation_received_at": "2024-01-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-01-22T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30307349, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-01-22 00:00:00", "closed": null, "received": "2024-01-22 13:34:00", "resolved": "2024-01-23 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:08.216300", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2101", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2101 } } }, { "model": "complaints.complaint", "pk": "f91efb42-edc1-4079-8f0f-b31e110187fc", "fields": { "created_at": "2025-08-12T19:38:00Z", "updated_at": "2026-04-13T19:02:35.093Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "الطبيب ساري الدعاس ", "expected_result": "", "reference_number": "CMP-2025-08-4604", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The child's father reported that the doctor had performed tests that were different from those that matched the child's health condition.", "description": "The child's father reported that the doctor had performed tests that were different from those that matched the child's health condition.\n\n[Arabic]:\nيفيد والد الطفل بان الطبيب رفع تحاليل مختلفه عن التحاليل المطابقه للحاله الصحيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 25, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-14T19:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-12T19:38:00Z", "explanation_received_at": "2025-08-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4604, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "f92e0891-f196-4147-ac4f-a450ea89fbac", "fields": { "created_at": "2024-10-24T12:27:00Z", "updated_at": "2026-04-13T19:00:39.350Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3080", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I went to the clinic and requested to see a consultant. Upon entering, it turned out he was a specialist, not as I had been told. After entering the clinic, he ordered comprehensive tests for me and my children, but not all the required tests were added. Despite waiting a long time for approval, approval was only granted for some of the tests, and the rest were rejected. I then went back to the clinic manager, explained the situation, and requested that the consultation and all approvals for som", "description": "I went to the clinic and requested to see a consultant. Upon entering, it turned out he was a specialist, not as I had been told. After entering the clinic, he ordered comprehensive tests for me and my children, but not all the required tests were added. Despite waiting a long time for approval, approval was only granted for some of the tests, and the rest were rejected. I then went back to the clinic manager, explained the situation, and requested that the consultation and all approvals for some of the tests be canceled, as I did not want to complete the procedures at the hospital. However, the cancellation was refused, and I was told I had to complete the remaining procedures there. This is unacceptable. I request an investigation and clarification.\n\n[Arabic]:\nتم الحضور و طلب الدخول على استشاري وبعد الدخول تبين انه اخصائي ليس كما ذكر لي بعد الدخول للعياده وطلب تحاليل شامله لي ولاولادي لم يتم اضافة جميع التحاليل المطلوبه علما اني بعد الانتظار الطويل لطلب الموافقه لم يتم حضور الموافقه الا على بعض التحاليل وتم رفض الباقي تمت العوده بعد ذلك لمدير العيادات والتوضيح له وطلب الغاء الكشفيه والغاء جميع الموافقات التي تمت لبعض التحاليل لعدم رغبتي بااكمال الاجرءات داخل المستشفى حيث تم رفض الالغاء وضرورة اكمال باقي الاجراءات لديهم وهذا غير مقبول ارجو التحقيق والافاده ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-23T21:00:00Z", "due_at": "2024-10-26T12:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-23T21:00:00Z", "explanation_received_at": "2024-10-25T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30351523, "source": "وزارة الصحة", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2024-10-24 00:00:00", "closed": null, "received": "2024-10-24 15:27:00", "resolved": "2024-10-27 00:00:00", "escalated": null, "first_reminder": "2024-10-26 00:00:00" }, "imported_at": "2026-04-13T22:00:39.342272", "satisfaction": "Dissatisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3080", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3080 } } }, { "model": "complaints.complaint", "pk": "f94a89b8-beca-42ac-8b29-3c8d414bd217", "fields": { "created_at": "2023-11-02T08:57:00Z", "updated_at": "2026-04-13T18:58:41.139Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "90738-MOHAMMED SALMAN ALSHAKHAS ", "expected_result": "", "reference_number": "CMP-2023-11-1790", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A detailed report was requested by the doctor, but there was no response from him.", "description": "A detailed report was requested by the doctor, but there was no response from him.\n\n[Arabic]:\nتم طلب تقرير مفصل من قبل الدكتور ولم يتم التجاوب من قبله .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-01T21:00:00Z", "due_at": "2023-11-04T08:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-03T21:00:00Z", "second_reminder_sent_at": "2023-11-04T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-01T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30297380, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2023-11-02 00:00:00", "closed": null, "received": "2023-11-02 11:57:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": "2023-11-04 00:00:00" }, "imported_at": "2026-04-13T21:58:41.137052", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1790", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 1790 } } }, { "model": "complaints.complaint", "pk": "f9578261-d341-4407-994b-9adf703f6510", "fields": { "created_at": "2023-02-23T17:59:00Z", "updated_at": "2026-04-13T18:57:07.840Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-02-0944", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived for my radiology appointment on February 23, 2023, and went to the restroom. My name was called, and upon my return, the employee informed me that my name would be called again. After waiting for half an hour, I went to inquire about my appointment, and the radiologist told me that my name would be called after the other patients were seen. I went to the manager and explained my problem. He gave her my referral slip, but she refused to let me in.She speaks angrily to me in her native l", "description": "I arrived for my radiology appointment on February 23, 2023, and went to the restroom. My name was called, and upon my return, the employee informed me that my name would be called again. After waiting for half an hour, I went to inquire about my appointment, and the radiologist told me that my name would be called after the other patients were seen. I went to the manager and explained my problem. He gave her my referral slip, but she refused to let me in.She speaks angrily to me in her native language, not in English.\n\n[Arabic]:\nحضرت الى موعدي في قسم الاشعه بتاريخ 23 فبراير 2023 وذهبت لدوره المياه وفي حينها تمت المناداه باسمي وعند عودتي افادني الموظف انه سوف تتم معاوده النداء علي. وبعد انتظار نصف ساعه ذهبت للاستفسار عن موعدي واجبتني اخصائيه الاشعه انه بعد الانتهاء من المرضى سوف تتم مناداتك. ذهبت الى المدير واخبرته عن مشكلتي قام باعطائها ورقتي ورفضت ان تدخلني وتتحدث بغضب بلغتها الام معي وليس باللغه الانجليزي", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 52, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-02-26T21:00:00Z", "due_at": "2023-02-25T17:59:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-02-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-02-26T21:00:00Z", "explanation_received_at": "2023-03-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-03T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30174266, "source": "مراجع", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2023-02-27 00:00:00", "closed": null, "received": "2023-02-23 20:59:00", "resolved": "2023-03-04 00:00:00", "escalated": null, "first_reminder": "2023-02-28 00:00:00" }, "imported_at": "2026-04-13T21:57:07.838012", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "February 2023", "reference_number": "CMP-2023-02-0944", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأشعة", "main": "الطبي" }, "original_complaint_num": 944 } } }, { "model": "complaints.complaint", "pk": "f958ff3c-4422-4366-a8a2-548dc986378e", "fields": { "created_at": "2022-09-22T13:46:00Z", "updated_at": "2026-04-13T18:56:07.552Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0250", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During my visit to the lab for a test, I asked the examiner and the supervisor about the time it takes for the test results to appear. They told me to follow the Al-Hammadi application. I repeated the question because I needed to know the time since I was coming from a distant location. I was told unprofessionally that the result would appear during the day, without specifying the hours. I went to the on-duty manager, and after reviewing my file, it became clear that the analysis needed a maximu", "description": "During my visit to the lab for a test, I asked the examiner and the supervisor about the time it takes for the test results to appear. They told me to follow the Al-Hammadi application. I repeated the question because I needed to know the time since I was coming from a distant location. I was told unprofessionally that the result would appear during the day, without specifying the hours. I went to the on-duty manager, and after reviewing my file, it became clear that the analysis needed a maximum of one and a half hours to be issued. Indeed, it was issued within an hour. As a patient, I have the right to know all the information related to my visit.\n\n[Arabic]:\nاثناء مراجعه المختبر لعمل فحص تم سوال الفاحص والمشرفه عن المده التي يحتاجها الفحص ليتم ظهور النتيجه ويتم اجابتي من قبلهم تابع تطبيق الحمادي وتم اعادة السوال لضرورة معرفة الوقت لحضوري من مكان بعيد ويتم اخباري بطريقة غير مهنية خلال اليوم سوف تظهر النتيجه وعدم تحديد الساعات حيث قمت بالذهاب الي المدير المناوب وبعد مراجعه الملف الخاص تبين ان التحليل يحتاج ساعه ونص كحد اقصى ليتم صدور وفعلا صدرت خلال ساعه وانا كمراجع لدي الحق بان اعرف جميع المعلومات التي تخص مراجعتي .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-24T21:00:00Z", "due_at": "2022-09-24T13:46:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-25T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-24T21:00:00Z", "explanation_received_at": "2022-09-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-27T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30081570, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2022-09-25 00:00:00", "closed": null, "received": "2022-09-22 16:46:00", "resolved": "2022-09-28 00:00:00", "escalated": null, "first_reminder": "2022-09-26 00:00:00" }, "imported_at": "2026-04-13T21:56:07.542552", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0250", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 250 } } }, { "model": "complaints.complaint", "pk": "f997bddd-063b-4a43-a51d-a7d49fa0836e", "fields": { "created_at": "2023-11-12T09:26:00Z", "updated_at": "2026-04-13T18:58:42.799Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1835", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My request for milk for my child was not submitted until three weeks later, and when I submitted the request, I was informed that the submitted code was incorrect. I await clarification from you.", "description": "My request for milk for my child was not submitted until three weeks later, and when I submitted the request, I was informed that the submitted code was incorrect. I await clarification from you.\n\n[Arabic]:\nلم يتم رفع طلب حليب لطفلي الا بعد ثلاث اسابيع وعند رفع طلب يتم ابلاغي بان الكود المرفوع غير صحيح بانتظار التوضيح من قبلكم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-11T21:00:00Z", "due_at": "2023-11-14T09:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-11T21:00:00Z", "explanation_received_at": "2023-11-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-11T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295541, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-12 00:00:00", "closed": null, "received": "2023-11-12 12:26:00", "resolved": "2023-11-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:42.793003", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1835", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1835 } } }, { "model": "complaints.complaint", "pk": "f99846fe-f499-413f-85e5-6ae3eac8147d", "fields": { "created_at": "2025-03-23T23:57:00Z", "updated_at": "2026-04-13T19:01:36.903Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم السنترال ", "expected_result": "", "reference_number": "CMP-2025-03-3938", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "patient contacted customer service multiple times to verify the insurance coverage with no response. When she visited the location, the receptionist informed me that the insurance does not cover the incident and that customer service is responsible.", "description": "patient contacted customer service multiple times to verify the insurance coverage with no response. When she visited the location, the receptionist informed me that the insurance does not cover the incident and that customer service is responsible.\n\n[Arabic]:\nتم التواصل مع خدمة العملاء عدة مرات للتحقق من تغطية التأمين دون رد. عند التوجه للموقع، أفادتني موظفة الاستقبال بأن التأمين لا يغطي الحادث وأن خدمة العملاء هي المسؤولة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 89, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-25T23:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-23T23:57:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3938, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "f9b306ee-709e-443c-b463-cbe9914bb2dd", "fields": { "created_at": "2024-05-28T08:06:00Z", "updated_at": "2026-04-13T18:59:48.305Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Tageldin Ahmed Mahmoud Aly", "expected_result": "", "reference_number": "CMP-2024-05-2517", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was informed by the treating doctor that the two-month vaccination for the child was given but not registered on the Sehha platform.\n", "description": "I was informed by the treating doctor that the two-month vaccination for the child was given but not registered on the Sehha platform.\n\n\n[Arabic]:\nتم افادتي من قبل الطبيب المعالج لطفله بإن تم اعطاء الطفلة تطعيمة الشهرين ولم يتم تسجيلها (منصة صحتي )", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 48, "main_section": 1, "subsection": 37, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-27T21:00:00Z", "due_at": "2024-05-30T08:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-05-27T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-27T21:00:00Z", "explanation_received_at": "2024-05-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-05-27T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30311060, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-05-28 00:00:00", "closed": null, "received": "2024-05-28 11:06:00", "resolved": "2024-05-28 00:00:00", "escalated": null, "first_reminder": "2024-05-28 00:00:00" }, "imported_at": "2026-04-13T21:59:48.302560", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2517", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "وحدة العناية المركزة لحديثي الولادة", "main": "الطبي" }, "original_complaint_num": 2517 } } }, { "model": "complaints.complaint", "pk": "f9b54e9a-3375-4654-8f28-67c581b432ee", "fields": { "created_at": "2024-07-15T16:21:00Z", "updated_at": "2026-04-13T19:00:06.607Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-07-2697", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I spoke with Mr. Hawas several times regarding the bed issues in room 2185, and I was informed that they would respond and work would be done to change the bed and resolve the problem. However, I have not been contacted yet.", "description": "I spoke with Mr. Hawas several times regarding the bed issues in room 2185, and I was informed that they would respond and work would be done to change the bed and resolve the problem. However, I have not been contacted yet.\n\n[Arabic]:\nتم التحدث مع الاستاذ حواس لعدة مرات فيما يخص مشاكل السرير لغرفة 2185 وتم ابلاغي بانه سوف يتم الرد والعمل على تغير السرير وحل المشكله لدي ولم يتم التواصل معي حتى الان", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 190, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-07-15T21:00:00Z", "due_at": "2024-07-17T16:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-07-15T21:00:00Z", "explanation_received_at": "2024-07-16T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-07-16T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30335845, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-07-16 00:00:00", "closed": null, "received": "2024-07-15 19:21:00", "resolved": "2024-07-17 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:06.599962", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2024", "reference_number": "CMP-2024-07-2697", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة العامة (أطفال)", "main": "الطبي" }, "original_complaint_num": 2697 } } }, { "model": "complaints.complaint", "pk": "fa0dfa95-6843-4bca-bdfa-27f4aadad3de", "fields": { "created_at": "2023-05-10T20:26:00Z", "updated_at": "2026-04-13T18:57:39.381Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-05-1231", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The time was from 5 PM to about 7 PM. The security staff prevented me from entering the ICU. When I entered with my sister, the staff member came after a few seconds and asked me to leave. I told her that I just wanted to ask the doctor and check on my father and then leave. However, she was not responsive and had a very poor attitude. She entered the patient's room to take my name and only inform her manager. After that, I left the ICU.\n\nAfter a while, I returned to accompany my father, and she", "description": "The time was from 5 PM to about 7 PM. The security staff prevented me from entering the ICU. When I entered with my sister, the staff member came after a few seconds and asked me to leave. I told her that I just wanted to ask the doctor and check on my father and then leave. However, she was not responsive and had a very poor attitude. She entered the patient's room to take my name and only inform her manager. After that, I left the ICU.\n\nAfter a while, I returned to accompany my father, and she said entry was prohibited. I asked where the visiting hours paper was, and she replied, \"Go to the manager!\" When I responded to her, she raised her voice and started yelling, saying, \"I'm telling you there's no entry.\" Her behavior was unprofessional.\n\n[Arabic]:\nالوقت كان من ٥ العصر الى ٧ تقرييبا موظفة الامن كانت تمنعني من الدخول للعناية وعندما دخلت برفقة اختي بعد كم ثانية تجي الموظفة وتطلب مني الخروج قلت لها اني بس بدخل اسال الدكتور واتطمن ع الوالد واطلع. لكن لم اجد منها تجاوب حيث كان اسلوبها جداً سيئ قامت بالدخول لغرفة المريض لتأخذ اسمي وتقوم فقط بابلاغ مديرها . بعدها طلعت من العناية.. وبعد فترة رجعت عشان ادخل مرافق مع الوالد .. قالت ممنوع قلت وين ورقة اوقات الحضور .. ردت ( روحي عند المدير) !!! وقمت بالرد عليها ثم قامت برفع الصوت والصراخ ( اقولك مافي دخول ) كانت تتعامل بطريقه غير مهنيه . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "5721210d-0294-4356-ab7d-eebe4e5ab9d7", "classification_obj": "9767593f-9be0-481f-8520-d5e855de3d8b", "location": 48, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-05-12T21:00:00Z", "due_at": "2023-05-12T20:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-05-12T21:00:00Z", "explanation_received_at": "2023-05-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-15T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1213033, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.2.Assault and \nHarassment", "classification": "6.2.1.Inappropriate/aggressive behavior" }, "timeline": { "sent": "2023-05-13 00:00:00", "closed": null, "received": "2023-05-10 23:26:00", "resolved": "2023-05-16 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:39.372701", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2023", "reference_number": "CMP-2023-05-1231", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 1231 } } }, { "model": "complaints.complaint", "pk": "fa153885-4f6b-468d-b2b0-46047a67f497", "fields": { "created_at": "2025-08-09T11:30:00Z", "updated_at": "2026-04-13T19:02:34.871Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الطوارى-المدير المناوب", "expected_result": "", "reference_number": "CMP-2025-08-4590", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "When I visited the emergency department, I inquired about the availability of a neurologist. I was greeted by the triage clerk, who opened my file and reviewed my medical record and previous x-rays. The on-call physician then referred me. I explained that I needed to see a neurologist and that I was experiencing recurring pain. However, she stated that there was no neurologist available in the emergency department.\n\nI then requested a referral to a neurology or spine clinic. After waiting for ab", "description": "When I visited the emergency department, I inquired about the availability of a neurologist. I was greeted by the triage clerk, who opened my file and reviewed my medical record and previous x-rays. The on-call physician then referred me. I explained that I needed to see a neurologist and that I was experiencing recurring pain. However, she stated that there was no neurologist available in the emergency department.\n\nI then requested a referral to a neurology or spine clinic. After waiting for about 20 minutes without any action, I returned to the reception area, but no action was taken regarding my case. When I informed the on-call manager, he stated that the consultation fee was non-refundable because, according to him, I had received the service.\n\nThis is inaccurate, as I had not received any medical care or consultation related to my condition. The triage clerk also did not take my case seriously or accurately, stating that the on-call physician had cancelled the file due to her failure to provide any services. When the physician was called, she stated that she had not added anything to the file and indicated that the problem was administrative.\n\nBy the end of the visit, I had not received any actual medical care, despite my emergency condition, and my examination fee was refused. Based on the above, I request a refund, as I did not receive any medical care. I also request that this matter be investigated and appropriate action taken regarding the incident.\n\n[Arabic]:\nعند زيارتي لقسم الطوارئ، استفسرت عن وجود طبيب أعصاب، فاستقبلني موظف الفرز الذي قام بفتح ملفي، واطّلع على ملفي الطبي وأشعة سابقة. بعد ذلك، أحالتني الطبيبة المناوبة وأوضحتُ لها أنني بحاجة إلى طبيب أعصاب، وأن لدي آلامًا متكررة، إلا أنها أفادت بعدم توفر طبيب أعصاب في قسم الطوارئ.\nطلبتُ حينها تحويل الكشف إلى أي عيادة مختصة بالأعصاب أو العمود الفقري. وبعد حوالي 20 دقيقة من الانتظار دون أي إجراء، عدت إلى قسم الاستقبال، لكن لم يتم اتخاذ أي خطوة بشأن حالتي. وعند إبلاغي المدير المناوب، أفاد بأنه لا يمكن استرجاع قيمة الكشف لأنني – حسب قوله – قد تلقيت الخدمة.\nوهذا غير دقيق، إذ لم أتلقَّ أي رعاية طبية أو استشارة تخص حالتي. كما أن أخصائي الفرز لم يأخذ حالتي بشكل جاد أو دقيق، وأفاد بأن الطبيبة المناوبة قامت بإلغاء الملف لعدم تقديمها أي خدمة. وعند استدعاء الطبيبة، ذكرت بدورها أنها لم تضف شيئًا في الملف، وأشارت إلى أن المشكلة تخص الإدارة.\nحتى نهاية الزيارة، لم أتلَقَّ أي خدمة طبية فعلية، رغم حالتي الطارئة، وتم رفض استرجاع قيمة الكشفية. وبناءً على ما سبق، أطالب باسترجاع المبلغ المدفوع، كوني لم أستفد من أي رعاية طبية، كما أطالب بالنظر في هذا الموضوع واتخاذ الإجراء المناسب تجاه ما حدث.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-11T11:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-09T11:30:00Z", "explanation_received_at": "2025-08-08T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4590, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "fa23afcf-7caa-4f18-9c31-422280f13097", "fields": { "created_at": "2025-05-05T16:54:00Z", "updated_at": "2026-04-13T19:01:57.733Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم المطبخ ", "expected_result": "", "reference_number": "CMP-2025-05-4125", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "the issue of food quality in the facility. The meals lack taste and flavor, and there are insufficient options suitable for patients. I have noticed this problem recurring over three consecutive births, which negatively impacts the health of the patients.", "description": "the issue of food quality in the facility. The meals lack taste and flavor, and there are insufficient options suitable for patients. I have noticed this problem recurring over three consecutive births, which negatively impacts the health of the patients.\n\n[Arabic]:\nتدني جودة الطعام في المنشأة، حيث يفتقر للطعم والنكهة، بالإضافة إلى عدم وجود خيارات مناسبة للمرضي. لقد لاحظت تكرار هذه المشكلة خلال ثلاث ولادات متتالية، مما يؤثر سلباً على الحالة الصحية للمرضى. كما أن الفطور غالباً ما يتسبب في دوخة متكررة.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 3, "subsection": 164, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-07T16:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-05T16:54:00Z", "explanation_received_at": "2025-05-07T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mh.lhnyzl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4125, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "fa386710-b9c8-417c-b3c6-fc4d4d4605fe", "fields": { "created_at": "2024-11-18T09:13:00Z", "updated_at": "2026-04-13T19:00:49.680Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-11-3177", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "There is no organization of cars, it is chaotic, and there is no response from them to help the elderly patient at the gate, which prompted us to stop far from the hospital and made it difficult for the patient to reach it.", "description": "There is no organization of cars, it is chaotic, and there is no response from them to help the elderly patient at the gate, which prompted us to stop far from the hospital and made it difficult for the patient to reach it.\n\n[Arabic]:\nلايوجد تنظيم لسيارات وعشوائية ولايوجد تجاوب من قبلهم بالمساعده للمريضه كبيرة السن عند البوابة مما دفعنا للوقف بعيد عن المستشفى وصعوبة على المريضه بالوصول . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "classification_obj": "86f5fdac-df2a-4d4a-a97a-47812e14489a", "location": 49, "main_section": 4, "subsection": 95, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-11-17T21:00:00Z", "due_at": "2024-11-20T09:13:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-11-17T21:00:00Z", "explanation_received_at": "2024-11-17T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-11-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30316263, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.3.Safety & Security", "classification": "3.3.9.Lack of parking slots" }, "timeline": { "sent": "2024-11-18 00:00:00", "closed": null, "received": "2024-11-18 12:13:00", "resolved": "2024-11-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:49.677408", "satisfaction": "No response", "import_source": "historical_excel_2022", "original_sheet": "November 2024", "reference_number": "CMP-2024-11-3177", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الأمن", "main": "الإداري" }, "original_complaint_num": 3177 } } }, { "model": "complaints.complaint", "pk": "fa3b24c7-7ace-4897-bf75-3349bc6f2ade", "fields": { "created_at": "2024-04-24T11:22:00Z", "updated_at": "2026-04-13T18:59:37.720Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-04-2398", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Failure to deliver the medical report.\n", "description": "Failure to deliver the medical report.\n\n\n[Arabic]:\nعدم تسليم تقرير طبي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 102, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-23T21:00:00Z", "due_at": "2024-04-26T11:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-23T21:00:00Z", "explanation_received_at": "2024-04-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-24T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30155142, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2024-04-24 00:00:00", "closed": null, "received": "2024-04-24 14:22:00", "resolved": "2024-04-25 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.718121", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2398", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم التقارير الطبية", "main": "الإداري" }, "original_complaint_num": 2398 } } }, { "model": "complaints.complaint", "pk": "fa400e1d-cb09-4b4a-98ff-43dc530939aa", "fields": { "created_at": "2025-09-06T07:29:00Z", "updated_at": "2026-04-13T19:02:46.875Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4748", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came and paid the fee, but the service was delayed, so I went to get the fee and cancel it to leave, but the manager on duty told me to come another day to receive the amount.", "description": "I came and paid the fee, but the service was delayed, so I went to get the fee and cancel it to leave, but the manager on duty told me to come another day to receive the amount.\n\n[Arabic]:\nتم حضوري ودفع الكشفية وتاخر الخدمة ولذلك توجهت لاخذ مبلغ الكشفية والغاؤها للخروج ولكن المدير المناوب اخبرني بالحضور ليوم اخر لاستلام المبلغ ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-08T07:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-06T07:29:00Z", "explanation_received_at": "2025-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4748, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "fa5142fd-e377-4360-917e-b8e3f36cf7f7", "fields": { "created_at": "2025-01-01T10:22:00Z", "updated_at": "2026-04-13T19:01:10.718Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3441", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Payment of an unspecified cost-sharing percentage for the beneficiary under health insurance\n\n\n\n", "description": "Payment of an unspecified cost-sharing percentage for the beneficiary under health insurance\n\n\n\n\n\n[Arabic]:\nدفع نسبة تحمل غير موضحه للمستفيد لدى الضمان الصحي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-03T10:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-01-01T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-01T10:22:00Z", "explanation_received_at": "2025-01-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3441, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "fa522678-93ae-440d-9478-1d6a966c7f96", "fields": { "created_at": "2023-10-23T16:24:00Z", "updated_at": "2026-04-13T18:58:32.063Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-10-1745", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Vaccinations have not added to the system", "description": "Vaccinations have not added to the system\n\n[Arabic]:\nلم تُضَف اللقاحات إلى النظام", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-10-22T21:00:00Z", "due_at": "2023-10-25T16:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-10-23T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-10-22T21:00:00Z", "explanation_received_at": "2023-10-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-10-24T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30038485, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "Medication &\nVaccination", "classification": "Vaccinations timing" }, "timeline": { "sent": "2023-10-23 00:00:00", "closed": null, "received": "2023-10-23 19:24:00", "resolved": "2023-10-25 00:00:00", "escalated": null, "first_reminder": "2023-10-24 00:00:00" }, "imported_at": "2026-04-13T21:58:32.054688", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "October 2023", "reference_number": "CMP-2023-10-1745", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1745 } } }, { "model": "complaints.complaint", "pk": "fa7ac9f7-46e4-4d6a-ab43-b2c932ebfeb4", "fields": { "created_at": "2025-03-15T22:49:00Z", "updated_at": "2026-04-13T19:01:35.854Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3904", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's husband is complaining about the deduction of the cost of laboratory tests from the women's and obstetrics limit and is requesting the reimbursement of this amount.", "description": "The patient's husband is complaining about the deduction of the cost of laboratory tests from the women's and obstetrics limit and is requesting the reimbursement of this amount.\n\n[Arabic]:\nيشتكي زوج المراجعة من سحب قيمة فحوصات مختبرية من حد النساء والولادة ويطلب استعادة الحد", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-17T22:49:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-17T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-15T22:49:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3904, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "fa8ea497-eb72-4201-a6c4-f01662cf2a14", "fields": { "created_at": "2025-09-25T11:54:00Z", "updated_at": "2026-04-13T19:02:50.368Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4956", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I would like to respectfully submit this complaint regarding the lack of\n proper attention and timely care I experienced during my stay, particularly from the head nurse, Eva, who did not appear to follow up on the concerns I raised about the nursing staff. Whenever I requested assistance, despite the urgency of my need at the time, The excuse was always that it was “shift change time,” which does not justify such a delay , As for nurse Sirovia, she caused swelling in my hand due to her mishandl", "description": "I would like to respectfully submit this complaint regarding the lack of\n proper attention and timely care I experienced during my stay, particularly from the head nurse, Eva, who did not appear to follow up on the concerns I raised about the nursing staff. Whenever I requested assistance, despite the urgency of my need at the time, The excuse was always that it was “shift change time,” which does not justify such a delay , As for nurse Sirovia, she caused swelling in my hand due to her mishandling of the IV needle, The painkiller leaked under my skin, and I did not benefit from it at all. As a result, I was in pain for over 8 hours without relief, and more than 12 hours without receiving proper pain management , When it came time to place another IV in my left hand, I specifically asked for a pediatric needle because I know the condition of my veins. However, she refused and insisted on using a larger needle, saying the small one wouldn’t handle the medication dosage. She ignored my request and used the larger one, which led to swelling in my other hand as well as bruising and severe pain in both hands. Eventually, the ICU team came and used a pediatric needle successfully — which raises the question: why wasn’t this done from the beginning , Additionally, I noticed that most of the nursing staff do not wear masks when entering patient rooms, which is highly inappropriate in a medical setting.\n\n[Arabic]:\nأود أن أقدم هذه الشكوى بكل احترام فيما يتعلق بعدم الاهتمام المناسب والرعاية في الوقت المناسب التي واجهتها أثناء إقامتي، وخاصة من رئيسة الممرضات، إيفا، التي لم تظهر متابعة للمخاوف التي أثرتها بشأن طاقم التمريض. كلما طلبت المساعدة، على الرغم من إلحاح حاجتي في ذلك الوقت، كان العذر دائمًا أنه \"وقت تغيير الوردية\"، وهو ما لا يبرر مثل هذا التأخير. أما بالنسبة للممرضة سيروفيا، فقد تسببت في تورم في يدي بسبب سوء تعاملها مع إبرة الوريد، وتسرب مسكن الألم تحت جلدي، ولم أستفد منه على الإطلاق. ونتيجة لذلك، كنت أعاني من الألم لأكثر من 8 ساعات دون راحة، وأكثر من 12 ساعة دون تلقي إدارة مناسبة للألم. عندما حان وقت وضع وريد آخر في يدي اليسرى، طلبت تحديدًا إبرة أطفال لأنني أعرف حالة أوردتي. ومع ذلك، رفضت وأصرت على استخدام إبرة أكبر، قائلة إن الإبرة الصغيرة لن تتحمل جرعة الدواء. تجاهلت طلبي واستخدمت الإبرة الأكبر، مما أدى إلى تورم يدي الأخرى وكدمات وألم شديد في كلتا يدي. في النهاية، حضر فريق العناية المركزة واستخدم إبرة أطفال بنجاح - مما يثير التساؤل: لماذا لم يتم ذلك منذ البداية؟ بالإضافة إلى ذلك، لاحظتُ أن معظم طاقم التمريض لا يرتدون كمامات عند دخول غرف المرضى، وهو أمر غير لائق إطلاقًا في بيئة طبية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-27T11:54:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-25T11:54:00Z", "explanation_received_at": "2025-09-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4956, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "fad6a6fe-8724-4f5a-b2fb-ac4a1195e7b3", "fields": { "created_at": "2025-11-06T11:19:00Z", "updated_at": "2026-04-13T19:03:12.878Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5240", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"They were denied the request to place the mother and her 7-month-old infant in the same room, despite having the same medical condition.\"", "description": "\"They were denied the request to place the mother and her 7-month-old infant in the same room, despite having the same medical condition.\"\n\n[Arabic]:\nتم رفض وضع الام وطفلتها البالغه من العمر 7 اشهر في غرفه واحده علما بان لديهم نفس الحاله المرضيه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-08T11:19:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-06T11:19:00Z", "explanation_received_at": "2025-11-05T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5240, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "fad6d566-5203-45cc-93b9-ae833de8e71a", "fields": { "created_at": "2024-08-17T12:27:00Z", "updated_at": "2026-04-13T19:00:17.683Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-08-2821", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Last April, the patient visited the hospital for a finger problem. She initially saw a neurologist and was then referred to a plastic surgeon. At the end of the consultation, the plastic surgeon recommended surgery and gave the patient time to consider it. Without her consent or consultation, the doctor submitted the request for the surgery to the insurance company, which approved it. All of this was done without the patient's knowledge or any communication regarding the surgery date.", "description": "Last April, the patient visited the hospital for a finger problem. She initially saw a neurologist and was then referred to a plastic surgeon. At the end of the consultation, the plastic surgeon recommended surgery and gave the patient time to consider it. Without her consent or consultation, the doctor submitted the request for the surgery to the insurance company, which approved it. All of this was done without the patient's knowledge or any communication regarding the surgery date.\n\n[Arabic]:\nفي ابريل الماضي قامت المريضة بزيارة المستشفى من اجل فحص مشكلة في اصبع اليد. في البداية زارت طبيب أعصاب ومن ثم تم تحويلها إلى طبيب جراحة تجميل. وفي نهاية الجلسة مع طبيب جراحة التجميل، أوصى الطبيب بعمل عملية جراحية. واعطى المريضة فرصة التفكير في اجراء العملية. وقام الطبيب من غير موافقة المريضة او استشارتها برفع طلب اجراء العملية إلى شركة التأمين والتي قامت بدورها بالموافقة على الطلب وكل ذلك تم من غير علم المريضة او التواصل معها بخصوص موعد اجراء العملية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-08-16T21:00:00Z", "due_at": "2024-08-19T12:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-08-16T21:00:00Z", "explanation_received_at": "2024-08-18T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-08-18T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30049530, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2024-08-17 00:00:00", "closed": null, "received": "2024-08-17 15:27:00", "resolved": "2024-08-19 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:17.681007", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "August 2024", "reference_number": "CMP-2024-08-2821", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 2821 } } }, { "model": "complaints.complaint", "pk": "fade7862-0d05-4405-936c-6404c697544c", "fields": { "created_at": "2023-04-29T07:12:00Z", "updated_at": "2026-04-13T18:57:30.577Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Mahmoud Elamin Abuganaya", "expected_result": "", "reference_number": "CMP-2023-04-1190", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "bac899a5-83c7-4384-8ae5-01fd32e20aed", "staff": "880ed769-2e75-4087-88e7-3cb3a76c7796", "title": "I attended the doctor's clinic on April 27, 2023, with my appointment scheduled for 8:30 PM. I was in a serious condition and was brought into the doctor's office by the nurse at 9 PM. After entering the office, I complained to the doctor about the delay in his treatment, but he insisted that there was no delay on his part and that he was not responsible for the appointments, only for treating the patient once they entered the clinic. His manner of dealing with me was unprofessional, and we got ", "description": "I attended the doctor's clinic on April 27, 2023, with my appointment scheduled for 8:30 PM. I was in a serious condition and was brought into the doctor's office by the nurse at 9 PM. After entering the office, I complained to the doctor about the delay in his treatment, but he insisted that there was no delay on his part and that he was not responsible for the appointments, only for treating the patient once they entered the clinic. His manner of dealing with me was unprofessional, and we got into a heated argument. After my treatment, I informed him that I would file a complaint against him with the hospital authorities, and he seemed unconcerned.\n\n\n\n[Arabic]:\nتم الحضور الى عيادة الطبيب بتاريخ 27 ابريل 2023م حيث ان موعدي الساعة الثامنة والنصف مساءآ وكنت بحالة مرضية شديدة وقد تم إدخالي عيادة الطبيب من قبل الممرضة الساعة التاسعة وبعد دخولي العيادة اشتكيت للطبيب بخصوص التأخر في معالجته ولكنه أصر أنه لا يوجد تأخير من طرفه وأنه غير مسؤول عن المواعيد وإنما مسؤول عن معالجة المريض بعد دخوله العيادة وكان أسلوبه في التعامل معي غير مهني ودخلنا في جدال شديد وقد أخبرته بعد معالجتي أنني سأتقدم بشكوى بحقه لدى المعنيين في المستشفى وكان غير مهتم . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 20, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-04-29T21:00:00Z", "due_at": "2023-05-01T07:12:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-04-30T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-04-29T21:00:00Z", "explanation_received_at": "2023-05-02T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-02T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1782189, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-04-30 00:00:00", "closed": null, "received": "2023-04-29 10:12:00", "resolved": "2023-05-03 00:00:00", "escalated": null, "first_reminder": "2023-05-01 00:00:00" }, "imported_at": "2026-04-13T21:57:30.573342", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2023 ", "reference_number": "CMP-2023-04-1190", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة الأنف وأذن وحنجرة", "main": "الطبي" }, "original_complaint_num": 1190 } } }, { "model": "complaints.complaint", "pk": "fae8cc44-6f74-471d-a862-669624dacc5f", "fields": { "created_at": "2022-10-29T15:15:00Z", "updated_at": "2026-04-13T18:56:22.309Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "LUSI", "expected_result": "", "reference_number": "CMP-2022-10-0463", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I came to the radiology department to take a CT image, and I was told by a radiologist to wait until the nurse came. When the nurse Lucy le came, she was angry and I dont know why. She asked me if I felt pain when inserting the needle, I answered yes, so she raised her voice at me and said (Why did you call me and bring me here, I won’t do anything and she went and left the patient). I waited again for another nurse to come. ", "description": "I came to the radiology department to take a CT image, and I was told by a radiologist to wait until the nurse came. When the nurse Lucy le came, she was angry and I dont know why. She asked me if I felt pain when inserting the needle, I answered yes, so she raised her voice at me and said (Why did you call me and bring me here, I won’t do anything and she went and left the patient). I waited again for another nurse to come. \n\n[Arabic]:\nذهبتُ إلى قسم الأشعة لإجراء تصوير مقطعي محوسب، وطلب مني أخصائي الأشعة الانتظار حتى وصول الممرضة. عندما وصلت الممرضة لوسي، كانت غاضبة ولا أعرف السبب. سألتني إن كنت أشعر بألم عند إدخال الإبرة، فأجبت بنعم، فرفعت صوتها عليّ وقالت: (لماذا استدعيتني وأحضرتني إلى هنا؟ لن أفعل شيئًا!) ثم ذهبت وتركت المريض. انتظرتُ مجددًا وصول ممرضة أخرى.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-28T21:00:00Z", "due_at": "2022-10-31T15:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-28T21:00:00Z", "explanation_received_at": "2022-10-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-11-02T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30059882, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2022-10-29 00:00:00", "closed": null, "received": "2022-10-29 18:15:00", "resolved": "2022-11-03 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:22.305397", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0463", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض العيادات الخارجية", "main": "التمريض" }, "original_complaint_num": 463 } } }, { "model": "complaints.complaint", "pk": "fafa75fe-f4d3-41ba-95e2-3407fb6ce321", "fields": { "created_at": "2023-12-24T06:48:00Z", "updated_at": "2026-04-13T18:58:56.021Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1989", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The wisdom tooth extraction was not performed, and the service provider billed for the procedure and took the amount from the insurance. They refuse to refund the amount and force me to have the procedure done with them under the pretext that we cannot refund the amount. Attached is the doctor’s declaration that the procedure was not performed and the invoice they issued stating that I had the procedure done.", "description": "The wisdom tooth extraction was not performed, and the service provider billed for the procedure and took the amount from the insurance. They refuse to refund the amount and force me to have the procedure done with them under the pretext that we cannot refund the amount. Attached is the doctor’s declaration that the procedure was not performed and the invoice they issued stating that I had the procedure done.\n\n[Arabic]:\nلم تتم عملية خلع ضرس العقل وقام مقدم الخدمة بفوترة العملية و باخذ مبلغ العملية من التامين ويرفض ارجاع المبلغ ويلزمونني باقامة العملية لديهم بحجة لا نستطيع ارجاع المبلغ مرفق اقرار الدكتور بعدم اقامة العملية والفاتورة التي اصدروها بانني اجريت العملية.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "my.ldkhyl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-23T21:00:00Z", "due_at": "2023-12-26T06:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-23T21:00:00Z", "explanation_received_at": "2023-12-23T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-23T21:00:00Z", "resolved_by": [ "my.ldkhyl@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1592720, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-12-24 00:00:00", "closed": null, "received": "2023-12-24 09:48:00", "resolved": "2023-12-24 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:56.019362", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1989", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1989 } } }, { "model": "complaints.complaint", "pk": "fb3244db-064e-44bb-9a04-6fa905057baf", "fields": { "created_at": "2025-09-01T08:01:00Z", "updated_at": "2026-04-13T19:02:46.165Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4714", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reported that he entered the emergency department but did not receive service and discharged himself against medical advice.\"", "description": "\"The patient reported that he entered the emergency department but did not receive service and discharged himself against medical advice.\"\n\n[Arabic]:\nيفيد المريض بانه دخل الطوارئ ولم تتم خدمته وتم خروجه على مسؤوليته ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-03T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-01T08:01:00Z", "explanation_received_at": "2025-08-31T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4714, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "fb35d371-f6bb-405b-a0f0-75ee89a3aaed", "fields": { "created_at": "2025-12-29T18:15:00Z", "updated_at": "2026-04-13T19:03:25.807Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Aisha sharif", "expected_result": "", "reference_number": "CMP-2025-12-5553", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's husband reports that during his wife's ultrasound scan, she was filmed on a mobile phone by the nurse.", "description": "The patient's husband reports that during his wife's ultrasound scan, she was filmed on a mobile phone by the nurse.\n\n[Arabic]:\nيفيد زوج المريضه بانه اثناء عمل السونار لزوجته تم تصويرها في الهاتف من قبل الممرضه ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 2, "subsection": 3, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-31T18:15:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-29T18:15:00Z", "explanation_received_at": "2025-12-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5553, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "fb5b0d1f-8a72-4601-a77f-1a9e265d4500", "fields": { "created_at": "2023-01-12T18:11:00Z", "updated_at": "2026-04-13T18:56:55.087Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-01-0772", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My request to contact the doctor went unanswered, and I called the clinic multiple times, but the phone kept hanging up. This happened more than once a day.\n", "description": "My request to contact the doctor went unanswered, and I called the clinic multiple times, but the phone kept hanging up. This happened more than once a day.\n\n\n[Arabic]:\nلم يتم الاستجابه لي بخصوص طلب تواصلي مع الدكتور وتم الاتصال لاكثر من مره بالعياده ويتم اغلاق السماعه لاكثر من مره وحصلت اكثر من يوم", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 4, "subsection": 89, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-01-11T21:00:00Z", "due_at": "2023-01-14T18:11:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-01-11T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": "2023-01-16T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30240674, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-01-12 00:00:00", "closed": "2023-01-17 00:00:00", "received": "2023-01-12 21:11:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:55.077250", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2023 ", "reference_number": "CMP-2023-01-0772", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم السنترال", "main": "الإداري" }, "original_complaint_num": 772 } } }, { "model": "complaints.complaint", "pk": "fb9c74af-b28a-46c9-a2aa-78ea62f08414", "fields": { "created_at": "2024-09-02T09:51:00Z", "updated_at": "2026-04-13T19:00:27.047Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-09-2862", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I visited Dr. Raneem last year and had a nerve treatment done. When the same problem recurred for the same tooth, I contacted her to book an appointment. I was informed that the doctor is not specialized in treating nerves. How can she treat me when she is not specialized in that?", "description": "I visited Dr. Raneem last year and had a nerve treatment done. When the same problem recurred for the same tooth, I contacted her to book an appointment. I was informed that the doctor is not specialized in treating nerves. How can she treat me when she is not specialized in that?\n\n[Arabic]:\nتم زيارة الدكتوره رنيم العام الماضي واجراء علاج للعصب وعند معاودة نفس الاشكالية لنفس السن تم التواصل لحجز موعد معها وتمت افادتي الدكتوره اساساَ غير متخصصه بعلاج الاعصاب كيف يتم علاجي من قبلها وهي غير متخصصه بذلك . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "classification_obj": "2b67dc2f-b7d8-48a8-8e8c-4f90a571c414", "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-01T21:00:00Z", "due_at": "2024-09-04T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-01T21:00:00Z", "explanation_received_at": "2024-09-01T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-01T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30106794, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.5.Staffing", "classification": "3.5.2.Specialty not available" }, "timeline": { "sent": "2024-09-02 00:00:00", "closed": null, "received": "2024-09-02 12:51:00", "resolved": "2024-09-02 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.036000", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2862", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الأسنان", "main": "الطبي" }, "original_complaint_num": 2862 } } }, { "model": "complaints.complaint", "pk": "fba23ea5-be0f-4606-995b-56b06201522c", "fields": { "created_at": "2025-09-03T20:06:00Z", "updated_at": "2026-04-13T19:02:46.565Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-09-4736", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"The patient reported that he was admitted to the hospital for a one-day procedure, but was subsequently transferred to the intensive care unit without any explanation of the reasons.\"", "description": "\"The patient reported that he was admitted to the hospital for a one-day procedure, but was subsequently transferred to the intensive care unit without any explanation of the reasons.\"\n\n[Arabic]:\nيفيد المريض بانه تم دخوله للمستشفى لعملية اليوم الواحد فقط ثم بعد ذلك تم دخوله للعنايه المركزه دون شرح الاسباب له ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 45, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-09-05T20:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-09-03T20:06:00Z", "explanation_received_at": "2025-09-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4736, "import_source": "2025_excel_basic", "original_sheet": "SEP" } } }, { "model": "complaints.complaint", "pk": "fba4b65e-5a41-40be-8364-6cccd4cfcb81", "fields": { "created_at": "2023-03-18T16:29:00Z", "updated_at": "2026-04-13T18:57:17.839Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr ESRA MOHAMEDELHASSAN IBRAHIM ABDELKAREEM", "expected_result": "", "reference_number": "CMP-2023-03-1021-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "0aebe6c7-ab8a-48fe-8620-6d65104bd829", "staff": "4aceb8cc-3de0-4617-8266-82aaeafefbb5", "title": "My wife was admitted for childbirth with Dr. Daad at 12:00 PM on Tuesday, March 14, 2023. After finishing with the emergency department, we went to the inpatient department under the care of Dr. Daad. The uterus was about 5 cm according to Dr. Israa, who was on duty in the maternity inpatient department. We waited until 2:00 PM and Dr. Daad did not come. The pain began to increase, and the uterus reached more than 8 cm according to Dr. Israa. Dr. Daad still did not come. I then went to Dr. Israa", "description": "My wife was admitted for childbirth with Dr. Daad at 12:00 PM on Tuesday, March 14, 2023. After finishing with the emergency department, we went to the inpatient department under the care of Dr. Daad. The uterus was about 5 cm according to Dr. Israa, who was on duty in the maternity inpatient department. We waited until 2:00 PM and Dr. Daad did not come. The pain began to increase, and the uterus reached more than 8 cm according to Dr. Israa. Dr. Daad still did not come. I then went to Dr. Israa to help or call for the obstetrician, as the nurses informed me that Dr. Daad had apologized and would not come. This led to my wife giving birth without any doctor present. In addition, Dr. Daad did not come to check on my wife's condition the following day and did not come until a few hours before the patient was discharged.\n\n\n[Arabic]:\nتم حضور زوجتي للولادة مع دكتورة دعد ، الساعة 12:00 م من يوم الثلاثاء 14/3/2023 بعد الانتهاء من قسم الطوارئ توجهنا لقسم التنويم تحت رعاية الدكتورة دعد وكان الرحم حوالي 5 سم حسب كلام دكتورة اسراء المناوبة في قسم تنويم الولادة ، انتظرنا حتى الساعة 2:00 م ولم تأتي الدكتورة دعد وبدأ الالم يزداد وصل الرحم الى اكثر من 8 سم حسب كلام دكتورة اسراء ولم يتم حضور الطبيبة دعد ثم ذهبت إلى الدكتورة اسراء للمساعدة او استدعاء طبيبة الولادة حيث ابلغني التمريض ان الدكتورة دعد اعتذرت ولن تأتي مما ادى ذلك الى ولادة زوجتي بدون تواجد اي طبيبة ، بالاضافة الى لم يتم حضور الطبيبة دعد للاطمئنان على حالة زوجتي في اليوم التالي ولم يتم حضورها الى قبل خروج المريضه بساعات قليله . \n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 176, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-17T21:00:00Z", "due_at": "2023-03-20T16:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-03-22T21:00:00Z", "second_reminder_sent_at": "2023-03-22T21:00:00Z", "escalated_at": "2023-03-24T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-03-17T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-04-01T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30122465, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2023-03-18 00:00:00", "closed": null, "received": "2023-03-18 19:29:00", "resolved": "2023-04-02 00:00:00", "escalated": "2023-03-25 00:00:00", "first_reminder": "2023-03-23 00:00:00" }, "imported_at": "2026-04-13T21:57:17.830127", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-1021-A", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم عمليات الولادة", "main": "الطبي" }, "original_complaint_num": 1021 } } }, { "model": "complaints.complaint", "pk": "fba7ba48-5efc-47f8-b941-bf6fecfabc77", "fields": { "created_at": "2025-06-04T13:36:00Z", "updated_at": "2026-04-13T19:02:09.313Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ادارة التنويم ", "expected_result": "", "reference_number": "CMP-2025-06-4255", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient’s belongings were lost during the transfer from the ICU to the inpatient ward.", "description": "The patient’s belongings were lost during the transfer from the ICU to the inpatient ward.\n\n[Arabic]:\nفقد ممتلكات المريض عند انتقاله من العنايه الى التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 172, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-06T13:36:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-04T13:36:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4255, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "fbaee462-3d9b-461c-969b-bf31d02e32a5", "fields": { "created_at": "2025-04-17T14:43:00Z", "updated_at": "2026-04-13T19:01:47.573Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "ا/ صالح العبدان ", "expected_result": "", "reference_number": "CMP-2025-04-4031", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I arrived at the hospital and was directed to the clinic management office, where I discussed the matter with Mr. Saleh Al-Abdan. He informed me that there are no clear reports or data available yet, and I will receive a response later. I am still waiting for a reply. I also visited the Civil Affairs Department, where I was told to return to the hospital. It’s worth noting that all the deceased’s data is with the clinic management.", "description": "I arrived at the hospital and was directed to the clinic management office, where I discussed the matter with Mr. Saleh Al-Abdan. He informed me that there are no clear reports or data available yet, and I will receive a response later. I am still waiting for a reply. I also visited the Civil Affairs Department, where I was told to return to the hospital. It’s worth noting that all the deceased’s data is with the clinic management.\n\n[Arabic]:\nتم الحضور للمستشفى وتوجيهي لمكتب ادراة العيادات وتم النقاش مع أ.صالح العبدان وابلاغي بعدم وجود اي تقارير او بيانات واضحه حتى الان وسوف يتم الرد على وحتى الان وانا بانتظار الرد علما انه تم التوجه لادارة الاحوال وتم ابلاغي بالرجوع للمستشفى .. علما ان جميع بيانات المتوفيه لدة ادراة العيادات ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-04-19T14:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-04-17T14:43:00Z", "explanation_received_at": "2025-04-19T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4031, "import_source": "2025_excel_basic", "original_sheet": "APR" } } }, { "model": "complaints.complaint", "pk": "fbb7f35e-4689-4527-b554-3c2e6a222cea", "fields": { "created_at": "2025-05-26T08:30:00Z", "updated_at": "2026-04-13T19:02:00.664Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الخدمة الإجتماعية ", "expected_result": "", "reference_number": "CMP-2025-05-4220", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient’s complaint is the loss of her gold jewelry while she was in the inpatient ward.", "description": "The patient’s complaint is the loss of her gold jewelry while she was in the inpatient ward.\n\n[Arabic]:\nشكوى المريضه فقدانها مجاول الذهب عندما كانت في قسم التنويم ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 171, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-05-28T08:30:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-05-26T08:30:00Z", "explanation_received_at": "2025-05-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4220, "import_source": "2025_excel_basic", "original_sheet": "MAY" } } }, { "model": "complaints.complaint", "pk": "fbd5b768-a22c-4232-a39c-b29aa0173496", "fields": { "created_at": "2023-12-03T17:17:00Z", "updated_at": "2026-04-13T18:58:53.437Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-12-1916", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The vaccine is not available in the system ID FOR BABY : 1211950793 ", "description": "The vaccine is not available in the system ID FOR BABY : 1211950793 \n\n[Arabic]:\nاللقاح غير متوفر في النظام رقم تعريف الطفل: ١٢١١٩٥٠٧٩٣", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "29e47b23-a724-46da-b128-b7ceb7546da0", "subcategory": "", "classification": "", "subcategory_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "classification_obj": "287ba991-305b-4585-bd3a-1bf2c8b19397", "location": 49, "main_section": 2, "subsection": 79, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-12-02T21:00:00Z", "due_at": "2023-12-05T17:17:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-12-02T21:00:00Z", "explanation_received_at": "2023-12-03T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-12-03T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30295881, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "2. Safety", "subcategory": "2.1.Medication & Vaccination", "classification": "2.1.10.Vaccination shortages" }, "timeline": { "sent": "2023-12-03 00:00:00", "closed": null, "received": "2023-12-03 20:17:00", "resolved": "2023-12-04 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:53.428981", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "December 2023", "reference_number": "CMP-2023-12-1916", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "تمريض غرفة التطعيمات", "main": "التمريض" }, "original_complaint_num": 1916 } } }, { "model": "complaints.complaint", "pk": "fbf15f13-198a-4c17-8248-bc2df5f6d63b", "fields": { "created_at": "2024-09-12T06:28:00Z", "updated_at": "2026-04-13T19:00:27.889Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. HUSSAM AHMED RUMAH IBRAHIM", "expected_result": "", "reference_number": "CMP-2024-09-2899", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": "2af7f094-b6e2-4f06-8da4-798d733640bd", "staff": "59a6c476-f5c7-4c7d-8a86-2593cbaa816a", "title": "The medical leave for the mother accompanying the child was submitted in the child’s name without any data for the mother in the report.", "description": "The medical leave for the mother accompanying the child was submitted in the child’s name without any data for the mother in the report.\n\n[Arabic]:\nرفع الإجازة الطبية للأم المرافقة مع الطفلة بأسم الطفلة بدون اي بيانات للأم في التقرير .", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 1, "subsection": 32, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-09-11T21:00:00Z", "due_at": "2024-09-14T06:28:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-09-11T21:00:00Z", "explanation_received_at": "2024-09-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-09-11T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30312808, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.7.Sick leave issues" }, "timeline": { "sent": "2024-09-12 00:00:00", "closed": null, "received": "2024-09-12 09:28:00", "resolved": "2024-09-12 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T22:00:27.875058", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "September 2024", "reference_number": "CMP-2024-09-2899", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات الجراحة التجميلية", "main": "الطبي" }, "original_complaint_num": 2899 } } }, { "model": "complaints.complaint", "pk": "fbf79630-4b7d-4a72-a0ce-4f602ce22109", "fields": { "created_at": "2025-06-23T09:21:00Z", "updated_at": "2026-04-13T19:02:12.129Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تمريض النساء و الولادة (Johans ) ", "expected_result": "", "reference_number": "CMP-2025-06-4374", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I was in the recovery room after surgery, experiencing severe pain, and was treated poorly by the nurses. They refused to give me pain relief and were cold and harsh in their behavior. When I asked about the timing of my transfer to the room, one nurse responded loudly and rudely. This kind of treatment is unacceptable in a hospital I chose for its quality of care.", "description": "I was in the recovery room after surgery, experiencing severe pain, and was treated poorly by the nurses. They refused to give me pain relief and were cold and harsh in their behavior. When I asked about the timing of my transfer to the room, one nurse responded loudly and rudely. This kind of treatment is unacceptable in a hospital I chose for its quality of care.\n\n[Arabic]:\nكنت في الإفاقة بعد الجراحة أعاني من ألم شديد، وتعرضت لسوء معاملة من الممرضات، حيث رفضن إعطائي مسكنات وتعاملن ببرود وقسوة. عند سؤالي عن موعد نقلي للغرفة، ردّت إحدى الممرضات بصوت عالٍ وبأسلوب غير لائق. هذا التصرف غير مقبول في مستشفى اخترته لجودة رعايته.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 2, "subsection": 154, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-25T09:21:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-23T09:21:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4374, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "fbfd9d13-5add-4af3-a8a8-f8c4c9106ea1", "fields": { "created_at": "2023-03-05T09:39:00Z", "updated_at": "2026-04-13T18:57:16.596Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED SAATI", "expected_result": "", "reference_number": "CMP-2023-03-0973", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Before the procedure, I received a quote from Sister Iman at the admissions office for 8307 Saudi Riyals. Upon my wife's discharge from the hospital, the amount increased by 4495 Saudi Riyals without my prior knowledge. This increase included tests costing approximately 700 Riyals, as well as other supplies not included before the procedure. It is mandatory for the patient to be informed of the total cost before admission, not afterward.", "description": "Before the procedure, I received a quote from Sister Iman at the admissions office for 8307 Saudi Riyals. Upon my wife's discharge from the hospital, the amount increased by 4495 Saudi Riyals without my prior knowledge. This increase included tests costing approximately 700 Riyals, as well as other supplies not included before the procedure. It is mandatory for the patient to be informed of the total cost before admission, not afterward.\n\n[Arabic]:\nقبل العملية أخذت تسعيرة من الأخت إيمان في مكتب التنويم 8307 ريال سعودي ووقت خروج الزوجة من\nالمستشفى زاد المبلغ ب4495 ريال سعودي دون علمي المسبق. ففيه تحليل بمبلغ تقريبا ٧٠٠ ريال وكذلك فيه أدوات\nلم تضاف مسبقا قبل العملية ومن الشرط معرفة المريض عن التكلفة الكاملة قبل التنويم وليس بعد.", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-04T21:00:00Z", "due_at": "2023-03-07T09:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-04T21:00:00Z", "explanation_received_at": "2023-03-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-03-07T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30140741, "source": "ذوي المراجع", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional Issues", "subcategory": "4.Finance and\n Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2023-03-05 00:00:00", "closed": null, "received": "2023-03-05 12:39:00", "resolved": "2023-03-08 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:16.591605", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0973", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 973 } } }, { "model": "complaints.complaint", "pk": "fc2a42ac-1286-495b-8e47-7c4546604691", "fields": { "created_at": "2025-08-07T12:50:00Z", "updated_at": "2026-04-13T19:02:34.814Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "تنسيق قسم الاسنان", "expected_result": "", "reference_number": "CMP-2025-08-4586", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "During the tooth extraction, the doctor requested bone to be added even though it was already present. It was agreed that the full treatment would cost 6,000 riyals, and I paid half of that amount, i.e. 3,000 riyals. However, when I scheduled the next appointment, I showed up on time and the doctor informed me that the price had changed and that I would have to pay an additional 8,000 riyals due to a change in the hospital's treatment plan. The doctor explained that I had previously come and pai", "description": "During the tooth extraction, the doctor requested bone to be added even though it was already present. It was agreed that the full treatment would cost 6,000 riyals, and I paid half of that amount, i.e. 3,000 riyals. However, when I scheduled the next appointment, I showed up on time and the doctor informed me that the price had changed and that I would have to pay an additional 8,000 riyals due to a change in the hospital's treatment plan. The doctor explained that I had previously come and paid 3,000 riyals based on the old plan, but the plan had been changed, leaving only 6,000 riyals remaining. I refused, did not complete the treatment, and left. I am demanding a refund of the 300 riyals for the bone.\n\n[Arabic]:\nأثناء خلع السن، طلب الطبيب إضافة عظم رغم وجوده بالفعل. وقد تم الاتفاق حينها على أن تكلفة العلاج الكامل للسن ستكون ستة آلاف ريال، وتم دفع نصف المبلغ، أي ثلاثة آلاف ريال. ولكن عند تحديد الموعد التالي، حضرت في الموعد المحدد، فأفادني الطبيب بأن السعر قد تغير، وأنه يجب دفع مبلغ إضافي قدره ثمانية آلاف ريال، بسبب تغيير خطة العلاج في المستشفى. وأوضح لي الطبيب أنني حضرت مسبقًا ودُفِعَ ثلاثة آلاف ريال بناءً على الخطة القديمة، إلا أنه تم تغيير الخطة ليصبح المبلغ المتبقي ستة آلاف ريال فقط. رفضت ذلك ولم أكمل العلاج وخرجت، وأطالب باسترداد مبلغ العظم وقدره 300 ريال.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 215, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-09T12:50:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-07T12:50:00Z", "explanation_received_at": "2025-08-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4586, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "fc51eab6-fa07-40da-a724-43ceb4ed10f9", "fields": { "created_at": "2024-04-18T16:48:00Z", "updated_at": "2026-04-13T18:59:37.077Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Ahmed Almfarreh Al Qarni", "expected_result": "", "reference_number": "CMP-2024-04-2374", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "120c135c-168d-4b18-a365-caa9225ac9d8", "title": "First, the doctor requested blood tests beyond what was required. Second, we were informed that the child needs to be hospitalized for a month and a half and receive intravenous antibiotics every 6-8 hours. Third, the doctor said, \"Thank God it's not cancer, God forbid,\" which is an unprofessional way for a doctor to communicate about the patient's health status to the family.\n\nFourth, a blood culture and nuclear imaging were requested, and the medical results from the same MRI showed significan", "description": "First, the doctor requested blood tests beyond what was required. Second, we were informed that the child needs to be hospitalized for a month and a half and receive intravenous antibiotics every 6-8 hours. Third, the doctor said, \"Thank God it's not cancer, God forbid,\" which is an unprofessional way for a doctor to communicate about the patient's health status to the family.\n\nFourth, a blood culture and nuclear imaging were requested, and the medical results from the same MRI showed significant discrepancies, all of which were based on the same imaging. This indicates that the diagnosis needs to be reviewed by the hospital's medical administration. Furthermore, the doctor should understand that inflammation in the bones can lead to an increase in the patient's temperature and a rise in white blood cell count. He needs to verify all test results before creating a treatment plan that could lead to adverse outcomes.\n\nI am awaiting clarification and a response to the complaint, and I have attached the mentioned imaging with the complaint.\n\n\n[Arabic]:\nاولاً/ قام الطبيب بطلب تحاليل دم زياده عن المطلوب. ثانيا / اخبرنا بضروره تنويم الطفله في المستشفى لمده شهر ونصف واعطائها مضاد حيوي عن طريق الوريد كل ٦-٨ ساعات .ثالثا /قال( احمدوا ربكم انه غير السرطان لا سمح االله ) طريقة غير مهنية من قبل طبيب يتم فيه اخبار ذوي المريض فيما يخص الحاله الصحيه . رابعا /تم طلب مزرعه دم واشعه نوويه والنتايج الطبيه من نفس اشعه الرنين المغناطيسي توضح اختلاف كبير وجميعها\nنفس الاشعه وهذا دليل علئ ان التشخيص يحتاج للمراجعه من قبل الاداره الطبيه للمستشفئ علاوه علئ ذلك يجب ان يكون الطبيب على معرفة بان الالتهاب بالعظم يودي إلى ارتفاع بدرجه حراره المريض وارتفاع في كرات الدم البيضاء !! ان يتأكد من جميع التحاليل قبل وضع خطه علاجيه تودي إلى نتائج عكسيه !!\nبانتظار التوضيح والرد على الشكوى علما انه مرفق لكم الاشعه المذكوره بالشكوى ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-04-19T21:00:00Z", "due_at": "2024-04-20T16:48:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-04-19T21:00:00Z", "explanation_received_at": "2024-04-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-04-26T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 1291599, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-04-20 00:00:00", "closed": null, "received": "2024-04-18 19:48:00", "resolved": "2024-04-27 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:37.069207", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "April 2024", "reference_number": "CMP-2024-04-2374", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات جراحة العظام", "main": "الطبي" }, "original_complaint_num": 2374 } } }, { "model": "complaints.complaint", "pk": "fc5bf642-232b-4740-ab65-c6d1ce95dfec", "fields": { "created_at": "2023-09-24T14:22:00Z", "updated_at": "2026-04-13T18:58:20.786Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-09-1651", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": " During the electrocardiogram (ECG) examination, the worker, Sayed Al-Islam, entered the room, stepped over the curtain, then stopped and watched.", "description": " During the electrocardiogram (ECG) examination, the worker, Sayed Al-Islam, entered the room, stepped over the curtain, then stopped and watched.\n\n[Arabic]:\n اثناء اجراء فحوصات تخطيط القلب دخول العامل سيد الاسلام الى الغرفة وتخطي الستارة ثم التوقف والمشاهدة", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "68d32c04-6c99-40b5-949d-10e78becbb99", "classification_obj": "98ededd1-d7c3-440a-805e-addcedf1cb41", "location": 49, "main_section": 3, "subsection": 84, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-09-25T21:00:00Z", "due_at": "2023-09-26T14:22:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-09-25T21:00:00Z", "explanation_received_at": "2023-09-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-09-29T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 504447617, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.3.Confidentiality", "classification": "6.3.2.Breach of patient privacy" }, "timeline": { "sent": "2023-09-26 00:00:00", "closed": " ", "received": "2023-09-24 17:22:00", "resolved": "2023-09-30 00:00:00", "escalated": " ", "first_reminder": null }, "imported_at": "2026-04-13T21:58:20.783535", "satisfaction": " ", "import_source": "historical_excel_2022", "original_sheet": "September 2023", "reference_number": "CMP-2023-09-1651", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم النظافة", "main": "الخدمات المساندة" }, "original_complaint_num": 1651 } } }, { "model": "complaints.complaint", "pk": "fcc683d3-3196-410d-b6c6-ecd3b4a023c7", "fields": { "created_at": "2025-03-05T12:05:00Z", "updated_at": "2026-04-13T19:01:34.790Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-03-3853", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On 18th Feb Around 6:30pm my mother got slipped at home we were taken to hospital by Red Crescent at emergency at around 8:11 pm as it was suspected fracture any my mother was in severe pain she was crying loud due to pain once we reached hamadi I informed the front desk that my mother is on visit visa we were taken as a cash patient after initial treatment consultant checked and confirmed its fracture and need surgery and hospital management asked to submit initial deposit front desk did not ch", "description": "On 18th Feb Around 6:30pm my mother got slipped at home we were taken to hospital by Red Crescent at emergency at around 8:11 pm as it was suspected fracture any my mother was in severe pain she was crying loud due to pain once we reached hamadi I informed the front desk that my mother is on visit visa we were taken as a cash patient after initial treatment consultant checked and confirmed its fracture and need surgery and hospital management asked to submit initial deposit front desk did not check insurance status at that time next day i.e I visited approval and collection office of the hospital and asked them to check for insurance they check around 1:00pm and responded me back that patient is in eligible I asked them to support to atleast submit request the representative informed me that we can’t submit request as your patient is ineligible, hospital didn’t guided me that insurance office representative is also sitting in hospital, and ask me to please check with your insurance I called insurance and insurance helpline told me there is no insurance against the border number of my mother, I tried from med gulf app as well I got same error I sent email to insurance that is med gulf on same day but there was no response. on 24 feb I called helpline of insurance again and this time I was told your mother has insurance you can ask alhamadi to check by passport number I asked hamadi approval and collection representative to do same but she said it’s same status we can’t submit request and we can’t do anything after losing hope I was going back home and I saw office of insurance companies in hamadi ground floor I found med gulf representative there I explained her my complete issue she register issue and next day she informed me as hospital did not sent email if there was in eligibility issue with in 24hr so my request was rejected. Due less supportive behavior and not properly guiding I am unable to avail insurance for my mother I already paid 15000 cash initially and I was informed total bill will not exceed most probably above 20000 but when we were discharged balance amount of 15000 approx was pending on me and now Al Hammadi is asking to pay remaining amount I need support from CHI to look in to this matter and help to get my issue resolved insurance is not supporting due to delay from Hospital ترجم\nChatGPT said:\nSure! Heres the translation of your message in Arabic:\n\n[Arabic]:\nفي 18 فبراير حوالي الساعة 6:30 مساءً، تعرضت والدتي للسقوط في المنزل وتم نقلها إلى المستشفى بواسطة الهلال الأحمر في حالة طوارئ حوالي الساعة 8:11 مساءً حيث كان يُشتبه في وجود كسر، وكانت والدتي تعاني من ألم شديد وكانت تبكي بصوت عالٍ بسبب الألم. بمجرد وصولنا إلى مستشفى حمدي، أخبرت موظف الاستقبال أن والدتي تحمل تأشيرة زيارة، وتمت معاملتها كـ مريض نقدي بعد المعالجة الأولية. قام الاستشاري بفحص الحالة وأكد وجود كسر وأنه يحتاج إلى جراحة، وطلبت إدارة المستشفى دفع وديعة أولية. لم يقم موظف الاستقبال بالتحقق من حالة التأمين في ذلك الوقت. في اليوم التالي، أي في 19 فبراير، ذهبت إلى مكتب الموافقات والتحصيل في المستشفى وطلبت منهم التحقق من حالة التأمين. تحققوا حوالي الساعة 1:00 ظهرًا وأجابوني بأنه لا يمكن التأمين على المريض. طلبت منهم مساعدتي على الأقل في تقديم الطلب، لكن الممثل أخبرني أنهم لا يمكنهم تقديم الطلب لأن المريض غير مؤهل. لم يُوجهني المستشفى إلى أن ممثل التأمين موجود في المستشفى، وطلبوا مني التحقق مع التأمين. اتصلت بالخط الساخن لشركة التأمين وأخبروني أنه لا يوجد تأمين ضد الرقم الحدودي لوالدتي. حاولت من خلال تطبيق ميد غلف أيضًا، لكنني حصلت على نفس الخطأ. أرسلت بريدًا إلكترونيًا إلى شركة التأمين في نفس اليوم ولكن لم أتلق أي رد. في 24 فبراير، اتصلت مرة أخرى بالخط الساخن لشركة التأمين، وفي هذه المرة أخبروني أن والدتي مشمولة بالتأمين وأنه يمكنني طلب من مستشفى حمدي التحقق من خلال رقم جواز السفر. طلبت من ممثل مكتب الموافقات والتحصيل في المستشفى فعل ذلك، لكنها قالت أن الحالة نفسها، ولا يمكننا تقديم الطلب أو القيام بأي شيء. بعد فقدان الأمل، كنت في طريقي للعودة إلى المنزل عندما رأيت مكتبًا لشركات التأمين في الطابق الأرضي من المستشفى. قابلت ممثل ميد غلف هناك، وشرحت لها مشكلتي بالكامل، فتم تسجيل المشكلة، وفي اليوم التالي أخبرتني أن المستشفى لم ترسل بريدًا إلكترونيًا في حال وجود مشكلة في الأهلية خلال 24 ساعة، وبالتالي تم رفض طلبي. بسبب عدم الدعم والتوجيه السليم، لم أتمكن من الاستفادة من التأمين لوالدتي. لقد دفعت بالفعل 15,000 ريال نقدًا في البداية، وأُبلغت أن إجمالي الفاتورة لن يتجاوز في الغالب 20,000 ريال، ولكن عند discharge كانت المبالغ المتبقية حوالي 15,000 ريال على ذمتي، والآن يطلب مستشفى الحمادي مني دفع المبلغ المتبقي. أحتاج إلى الدعم من مركز CHI للنظر في هذا الأمر ومساعدتي في حل مشكلتي، حيث أن التأمين لا يدعمني بسبب التأخير من المستشفى.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 90, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-07T12:05:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-05T12:05:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3853, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "fd329adc-328e-49ff-8971-c3eaeb1a1afc", "fields": { "created_at": "2023-11-14T16:57:00Z", "updated_at": "2026-04-13T18:58:43.620Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1853", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The insurance application was not submitted", "description": "The insurance application was not submitted\n\n[Arabic]:\nلم يتم رفع الطلب للتأمين ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-13T21:00:00Z", "due_at": "2023-11-16T16:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-13T21:00:00Z", "explanation_received_at": "2023-11-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-11-13T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30172725, "source": "وزارة الصحة", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-11-14 00:00:00", "closed": null, "received": "2023-11-14 19:57:00", "resolved": "2023-11-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:58:43.611603", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1853", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الموافقات الطبية", "main": "الإداري" }, "original_complaint_num": 1853 } } }, { "model": "complaints.complaint", "pk": "fd4da8d5-54e0-4385-ba2e-b12cb352f8c8", "fields": { "created_at": "2025-11-29T15:47:00Z", "updated_at": "2026-04-13T19:03:14.869Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.MOHAMMED HASHIM ATAS", "expected_result": "", "reference_number": "CMP-2025-11-5382", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's attitude was unprofessional, and he did not show any concern for my presence or the long time I spent waiting.", "description": "The doctor's attitude was unprofessional, and he did not show any concern for my presence or the long time I spent waiting.\n\n[Arabic]:\nاسلوب الطبيب غير مهني ولم يكترث لوجودي وانتظاري لوقت طويل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 17, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-01T15:47:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-29T15:47:00Z", "explanation_received_at": "2025-11-28T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5382, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "fd6c6d69-3d8b-4176-bda9-65b93e5559d7", "fields": { "created_at": "2024-10-10T10:29:00Z", "updated_at": "2026-04-13T19:00:37.918Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-10-3015", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I had an appointment with Dr. Abdulrahman at 12:40. I arrived and the receptionist added my name to the system and told me to wait until my name was called. I waited until I checked the clinic and it was closed. I went back to the receptionist and she said the doctor's shift was over. I asked why she hadn't told me beforehand. She said the doctor said he would be back but he had left because his clinic was closed. She directed me to the chest department and asked me to transfer my bill to any do", "description": "I had an appointment with Dr. Abdulrahman at 12:40. I arrived and the receptionist added my name to the system and told me to wait until my name was called. I waited until I checked the clinic and it was closed. I went back to the receptionist and she said the doctor's shift was over. I asked why she hadn't told me beforehand. She said the doctor said he would be back but he had left because his clinic was closed. She directed me to the chest department and asked me to transfer my bill to any doctor. When I went down to the chest department, they told me there were no chest doctors' clinics currently open. My time was wasted waiting and I wasn't told that the doctor wasn't there from the moment I arrived.\n\n[Arabic]:\nكان لدي موعد مراجعة مع الدكتور عبدالرحمن الساعة 12:40 , وصلت واضافت موظفة الاستقبال اسمي في النظام وافادتني بان انتظر الى ان ينادى اسمي وانتظرت الى ان تحققت من العيادة أنها مقفلة وراجعت الموظفة وقالت انتهى دوام الطبيب سالت لماذا لم تخبرني مسبقا قالت الدكتور قال بيرجع لكنه خرج انتهت عيادته ووجهتني الى قسم الصدرية وطلبت مني تحويل فاتورتي لأي دكتور وعند نزولي قسم الصدرية افادوني بعدم وجود اي عيادة لأطباء الصدرية حاليا تم اضاعة وقتي بالانتظار وعدم اخباري بعدم تواجد الطبيب من اول قدومي ..", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "b603082c-0e6a-420b-8f99-7ad8a5f9bbc8", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-10-09T21:00:00Z", "due_at": "2024-10-12T10:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2024-10-11T21:00:00Z", "second_reminder_sent_at": "2024-10-12T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-10-09T21:00:00Z", "explanation_received_at": "2024-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-10-12T21:00:00Z", "resolved_by": [ "rhf.lnzy@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30089909, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "4. Accessibility", "subcategory": "4.1.Access", "classification": "4.1.4.Appointment delay" }, "timeline": { "sent": "2024-10-10 00:00:00", "closed": null, "received": "2024-10-10 13:29:00", "resolved": "2024-10-13 00:00:00", "escalated": null, "first_reminder": "2024-10-12 00:00:00" }, "imported_at": "2026-04-13T22:00:37.908485", "satisfaction": "Satisfied", "import_source": "historical_excel_2022", "original_sheet": "October 2024", "reference_number": "CMP-2024-10-3015", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 3015 } } }, { "model": "complaints.complaint", "pk": "fd777147-0724-49b0-a561-3b711a494b6c", "fields": { "created_at": "2025-06-16T08:27:00Z", "updated_at": "2026-04-13T19:02:11.027Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "احمد تركستاني", "expected_result": "", "reference_number": "CMP-2025-06-4312", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Dental implants were installed by Dr. Ahmed, but since Eid Al-Fitr until now, no tooth has been installed, according to the patient’s son, and the amount was paid in full. The patient’s son is demanding a full refund of the costs paid.", "description": "Dental implants were installed by Dr. Ahmed, but since Eid Al-Fitr until now, no tooth has been installed, according to the patient’s son, and the amount was paid in full. The patient’s son is demanding a full refund of the costs paid.\n\n[Arabic]:\nتم عمل زراعه للاسنان و التركيب عند الدكتور احمد لكن من عيد الفطر الى الان لم يتم تركيب اي سن بناء على كلام ابن المريضة والمبلغ مدفوع بالكامل ، و يطالب ابن المريضة بأرجاع كامل التكاليف التي دفعت", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 179, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-06-18T08:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-06-16T08:27:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4312, "import_source": "2025_excel_basic", "original_sheet": "JUN" } } }, { "model": "complaints.complaint", "pk": "fd8cd113-3475-4670-8c8c-0a2044546877", "fields": { "created_at": "2025-12-21T10:38:00Z", "updated_at": "2026-04-13T19:03:25.096Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5500", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I am insured with Malath Cooperative Insurance Company, and according to the insurance policy, the maximum deductible is only 70 riyals. However, Al Hammadi Hospital charged me 161 riyals for the lab and 69 riyals for the consultation. The same applies to my wife, Narmin Salah (Residence Permit No. 2250813843), who was charged 184 riyals for the lab and 45 riyals for the consultation. The employee stated that Al Hammadi Hospital's procedures are different from other hospitals. The remaining hosp", "description": "I am insured with Malath Cooperative Insurance Company, and according to the insurance policy, the maximum deductible is only 70 riyals. However, Al Hammadi Hospital charged me 161 riyals for the lab and 69 riyals for the consultation. The same applies to my wife, Narmin Salah (Residence Permit No. 2250813843), who was charged 184 riyals for the lab and 45 riyals for the consultation. The employee stated that Al Hammadi Hospital's procedures are different from other hospitals. The remaining hospitals, therefore, I urge you to intervene and resolve this issue, given the injustice it causes to citizens and residents.\n\n[Arabic]:\nأنا مؤمن لدى شركة ملاذ للتأمين التعاوني، ووفقًا لبوليصة التأمين فإن الحد الأقصى للتحمل هو 70 ريالًا فقط ، ومع ذلك، قامت مستشفى الحمادي بتحميلي مبلغ 161 ريالًا على المختبر و69 ريالًا على الكشفية، ونفس الأمر بالنسبة لزوجتي نرمين صلاح - إقامة رقم 2250813843، حيث تم تحملي مبلغ 184 ريالًا على المختبر و45 ريالًا على الكشفية ، أفاد الموظف ان مستشفى الحمادي تختلف عن باقي المستشفيات، لذا أرجو منكم التدخل وحل هذه المشكلة نظرًا لما فيها من إجحاف بحق المواطن والمقيم", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-23T10:38:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-21T10:38:00Z", "explanation_received_at": "2025-12-21T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5500, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "fda5fc05-1b85-42c9-80dc-c1ea6207faa7", "fields": { "created_at": "2025-12-24T16:27:00Z", "updated_at": "2026-04-13T19:03:25.278Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5518", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The deceased's brother reported that the deceased had been hospitalized in the intensive care unit for a year and eight months without any contact with the family. Furthermore, an error was found in the registration of the deceased's name, which was listed under another person's name. He subsequently passed away on May 29th, and the family was not notified of his death.", "description": "The deceased's brother reported that the deceased had been hospitalized in the intensive care unit for a year and eight months without any contact with the family. Furthermore, an error was found in the registration of the deceased's name, which was listed under another person's name. He subsequently passed away on May 29th, and the family was not notified of his death.\n\n[Arabic]:\nأفاد شقيق المتوفى بأن المتوفى كان منوّمًا في قسم العناية المركزة لمدة سنة وثمانية أشهر دون أي تواصل أو اتصال مع أهل المتوفى، كما وُجد خطأ في تسجيل اسم المتوفى حيث كُتب باسم شخص آخر. وبعد ذلك تُوفي بتاريخ 29/5، ولم يتم إبلاغ أهل المتوفى بوفاته", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 100, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-26T16:27:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-24T16:27:00Z", "explanation_received_at": "2025-12-24T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5518, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "fdc02dd0-c3d1-49d7-918d-2cc0bd492cb1", "fields": { "created_at": "2023-03-11T12:26:00Z", "updated_at": "2026-04-13T18:57:17.282Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-03-0999", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On March 11, 2023, an appointment was scheduled for the procedure (insertion of a urinary catheter with injection of a contrast dye). The patient went to the emergency department for catheter insertion, and a catheter larger than the child's size was inserted. After going to the radiology department and injecting half of the contrast dye, the catheter came out of place, and Dr. Abdulmonem left.We went to the doctors' lounge without paying attention to the matter and completing the medical proced", "description": "On March 11, 2023, an appointment was scheduled for the procedure (insertion of a urinary catheter with injection of a contrast dye). The patient went to the emergency department for catheter insertion, and a catheter larger than the child's size was inserted. After going to the radiology department and injecting half of the contrast dye, the catheter came out of place, and Dr. Abdulmonem left.We went to the doctors' lounge without paying attention to the matter and completing the medical procedure and follow-up. After that, we contacted the emergency room doctor and tried to insert another catheter several times, but to no avail. The doctor informed us that he would call a pediatric surgeon. I then went to the head of the radiology department, Saeed, and informed him of the problem. He mentioned that as long as the two doctors were present, go to them and they would contact you later, but without any attention. Because the catheter went out and in more than twice, it caused very severe pain for the child, which led to our dissatisfaction and our leaving without doing the X-ray.\n\n[Arabic]:\n تم الحضور بتاريخ 11 مارس 2023م ( الاجراء هو تركيب قسطرة بولية مع حقن صبغة ملونة) تم حجز\nموعد للإجراء الطبي المذكور أعلاه ، تم التوجهه الى قسم الطوارئ لتركيب القسطرة وتم تركيب قسطرة اكبر من مقاس الطفل وبعد التوجهه لقسم الاشعة وبعد حقن نصف المادة الملونه ولكن خرجت القسطرة من مكانها وتم خروج الطبيب عبدالمنعم والذهاب الى استراحة الاطباء دون الاهتمام بالامر واكمال الاجراء الطبي والمتابعه بعد ذلك تم التواصل مع طبيب الطوارئ وتم محاول تركيب قسطرة اخرى عدة مرات ولكن دون جدوى ابلغنا الطبيب سأستدعي متخصص في جراحة الاطفال تم توجهي الى مدير قسم الاشعة سعيد وابلاغه بالاشكالية وذكر أنه طالما الطبيبين موجودين اذهب لهم وسيتم التواصل معك لاحقا ولكن دون اي اهتمام وبسبب خروج ودخول القسطرة اكثر من مرتين ادت لآلام شديدة جدا للطفل مما ادى الى استيائنا ومغادرتنا دون عمل الاشعة . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "classification_obj": "51087d24-2803-448e-a9dc-aba310fcc15b", "location": 82, "main_section": 1, "subsection": 34, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-03-10T21:00:00Z", "due_at": "2023-03-13T12:26:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-03-10T21:00:00Z", "explanation_received_at": "2023-03-11T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2023-05-09T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30254362, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "6. Humanness / Caring", "subcategory": "6.1.Emotional\nSupport", "classification": "6.1.2.Neglect" }, "timeline": { "sent": "2023-03-11 00:00:00", "closed": null, "received": "2023-03-11 15:26:00", "resolved": "2023-05-10 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:57:17.279659", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "March 2023", "reference_number": "CMP-2023-03-0999", "original_location": "الطوارئ", "original_staff_name": null, "original_departments": { "sub": "أطباء الطوارئ", "main": "الطبي" }, "original_complaint_num": 999 } } }, { "model": "complaints.complaint", "pk": "fe0bac57-a796-4160-bdc2-fb5aec6cc763", "fields": { "created_at": "2025-02-08T09:51:00Z", "updated_at": "2026-04-13T19:01:24.226Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-02-3678", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "I have visited the hospital several times throughout 2024, and each time, the employee on the first floor (the western side of the clinics) treated me very poorly. These behaviors were repeated during different visits and at various times. His actions are unprofessional for a receptionist at a hospital of Al-Hamadi's caliber. In my most recent visit to the sixth floor for my appointment with Dr. Emad Al-Maliki, his strange behavior and questions persisted, even though all the information was ava", "description": "I have visited the hospital several times throughout 2024, and each time, the employee on the first floor (the western side of the clinics) treated me very poorly. These behaviors were repeated during different visits and at various times. His actions are unprofessional for a receptionist at a hospital of Al-Hamadi's caliber. In my most recent visit to the sixth floor for my appointment with Dr. Emad Al-Maliki, his strange behavior and questions persisted, even though all the information was available in the system, and I provided my ID card. He also refused to let me in, claiming there was no insurance or return, and his intention seemed to be to delay me and get me into an unnecessary argument. The supervisor attended that day and addressed the employee. I kindly request that the hospital take appropriate action against this employee for his behavior, which harms the hospital’s reputation and is unjustified.\n\n\n\n[Arabic]:\nلقد قمت بمراجعة المستشفى عدة مرات خلال عام 2024، وفي كل مرة كان الموظف في الدور الأول (العيادات الجهة الغربية) يتعامل معي بطريقة سيئة جدًا، حيث تكررت هذه التصرفات في زيارات مختلفة وأوقات متعددة. تصرفاته لا تليق بموظف استقبال في مستشفى بحجم الحمادي. وفي زيارتي الأخيرة للدور السادس أثناء مراجعتي للدكتور عماد المالكي، تكررت تصرفاته واسئلته الغريبة رغم وجود جميع المعلومات في النظام وإعطائه البطاقة الشخصية. كما رفض دخولي بحجة عدم وجود تأمين أو مرتجع، وكان هدفه تأخيري ودخولي في جدال غير مبرر. تم حضور المشرف في ذلك اليوم وتوجيه الموظف. أرجو من المستشفى محاسبة هذا الموظف على تصرفاته التي تضر بسمعة المستشفى وليس لها مبرر ...", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-02-10T09:51:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-02-08T09:51:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3678, "import_source": "2025_excel_basic", "original_sheet": "FEB" } } }, { "model": "complaints.complaint", "pk": "fe0f55fc-eca3-4b5d-9c97-269c112c1ead", "fields": { "created_at": "2025-03-23T19:24:00Z", "updated_at": "2026-04-13T19:01:36.850Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "محمد امين", "expected_result": "", "reference_number": "CMP-2025-03-3935", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "patient's family told that the patient was presented to the doctor due to brain seizures, and we were informed that his condition was stable. However, there was a lack of proper cooperation, and communication was not conducted in a respectful manner. We were told that the patient would be transferred to long-term care, despite the fact that his condition does not require staying in intermediate care", "description": "patient's family told that the patient was presented to the doctor due to brain seizures, and we were informed that his condition was stable. However, there was a lack of proper cooperation, and communication was not conducted in a respectful manner. We were told that the patient would be transferred to long-term care, despite the fact that his condition does not require staying in intermediate care\n\n[Arabic]:\nذوي المراجع يفيد بأنه تم عرض الوالده على الطبيب بسبب تشنجات دماغية، وأُبلغنا بأن حالته مستقرة. رغم ذلك، لم يتم التعاون معنا بشكل كافٍ، ولم يتم التواصل بلغة لائقة. تم إخبارنا بأنه سيتم نقل الوالد إلى الرعاية المديدة، رغم أن حالته لا تستدعي البقاء في الرعاية المتوسطة. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 38, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "open", "assigned_to": [ "mh.lhnyzl@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-25T19:24:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-23T19:24:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3935, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "fe2dd8ec-468f-487e-8f2e-d538ca1f834d", "fields": { "created_at": "2025-11-23T17:39:00Z", "updated_at": "2026-04-13T19:03:14.557Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR.AZZA JAFFAR BASHIR MOHAMED", "expected_result": "", "reference_number": "CMP-2025-11-5365", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor was absent during the delivery, despite my having been under her care since the early months. The delivery was ultimately performed by specialist Reham, and I am requesting financial compensation.", "description": "The doctor was absent during the delivery, despite my having been under her care since the early months. The delivery was ultimately performed by specialist Reham, and I am requesting financial compensation.\n\n[Arabic]:\nعدم حضور الدكتورة عند الولادة ، مع العلم اتابع معها منذ الاشهر الاولى وانتهت الولادة على يد الاخصائية ريهام واطالب بتعويض مادي", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-11-25T17:39:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-23T17:39:00Z", "explanation_received_at": "2025-11-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5365, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "fe48c037-361f-4eda-bf11-f2caf281c16c", "fields": { "created_at": "2022-09-14T14:06:00Z", "updated_at": "2026-04-13T18:56:06.376Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-09-0113", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "On September 9, 2022, the nursery refused to release my baby because I hadn't paid the outstanding fees. The caregiver asked me to pay the fees and complete all the necessary procedures before releasing my baby.", "description": "On September 9, 2022, the nursery refused to release my baby because I hadn't paid the outstanding fees. The caregiver asked me to pay the fees and complete all the necessary procedures before releasing my baby.\n\n[Arabic]:\nبتاريخ 9-9-2022م لم يتم اعطائي طفلتي من قبل الحضانه لعدم دفعي للمبلغ المستحق حيث تم طلب طفلتي من الاخصائية للخروج فأخبرتني بدفع المبلغ وانهاء كافة الاجراءات والخروج .\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "classification_obj": "7f87c9c4-68df-48e7-81a4-4bebd7376253", "location": 48, "main_section": 2, "subsection": 155, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-13T21:00:00Z", "due_at": "2022-09-16T14:06:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-13T21:00:00Z", "explanation_received_at": "2022-09-13T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-13T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30220889, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.4.Finance and Billing", "classification": "3.4.3.Calculate Additional amount" }, "timeline": { "sent": "2022-09-14 00:00:00", "closed": null, "received": "2022-09-14 17:06:00", "resolved": "2022-09-14 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:06.373923", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0113", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تمريض الحضانة", "main": "التمريض" }, "original_complaint_num": 113 } } }, { "model": "complaints.complaint", "pk": "fe50924c-abb7-47bc-ad1d-0c2bac63e428", "fields": { "created_at": "2025-03-05T19:52:00Z", "updated_at": "2026-04-13T19:01:34.956Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "فهد الدوسري", "expected_result": "", "reference_number": "CMP-2025-03-3859", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor's attitude and refusal to accept the patient.", "description": "The doctor's attitude and refusal to accept the patient.\n\n[Arabic]:\nاسلوب الطبيب ورفضه استقبال المريضة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 11, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "open", "assigned_to": [ "rhf.lnzy@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-03-07T19:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2025-03-06T21:00:00Z", "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-03-05T19:52:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3859, "import_source": "2025_excel_basic", "original_sheet": "MAR" } } }, { "model": "complaints.complaint", "pk": "fe59a72e-27f1-4119-aa30-9bf141b9d6b1", "fields": { "created_at": "2025-01-12T14:08:00Z", "updated_at": "2026-04-13T19:01:11.844Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-01-3504", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The approval was submitted without attaching all the necessary reports and diagnosis. Accordingly, the in-hospital treatment of fumigation was rejected, and the fumigation device was also rejected along with the treatment.", "description": "The approval was submitted without attaching all the necessary reports and diagnosis. Accordingly, the in-hospital treatment of fumigation was rejected, and the fumigation device was also rejected along with the treatment.\n\n[Arabic]:\nتم رفع الموافقة بدون ارفاق جميع التقارير اللازمة والتشخيص وبناء عليه تم رفض العلاج داخل المستشفى المتمثل في التبخير وتم رفض جهاز التبخير مع العلاج ايضا", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "open", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-14T14:08:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-12T14:08:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": null, "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3504, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaint", "pk": "fe59d2fd-af15-4456-934c-67b7a03a0237", "fields": { "created_at": "2025-11-30T12:31:00Z", "updated_at": "2026-04-13T19:03:14.931Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-11-5385", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "\"Failure to explain the patient’s condition to their relatives, with the presence of bloody fluid around the kidney due to medical negligence.\"", "description": "\"Failure to explain the patient’s condition to their relatives, with the presence of bloody fluid around the kidney due to medical negligence.\"\n\n[Arabic]:\nعدم شرح الحاله لذوي المريض ووجود سائل دموي حول الكليه نتيجة اهمال طبي ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 1, "subsection": 35, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "hy.lrwyly@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-02T12:31:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-11-30T12:31:00Z", "explanation_received_at": "2025-11-30T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "hy.lrwyly@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5385, "import_source": "2025_excel_basic", "original_sheet": "NOV" } } }, { "model": "complaints.complaint", "pk": "fea69f61-05b7-4e8f-bace-1be0c161f6cb", "fields": { "created_at": "2023-07-26T16:43:00Z", "updated_at": "2026-04-13T18:58:00.118Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-07-1472", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Based on the approval, I went to the laboratory on 25/7/2023, but the tests were refused because the results were old and I had to see the doctor again.", "description": "Based on the approval, I went to the laboratory on 25/7/2023, but the tests were refused because the results were old and I had to see the doctor again.\n\n[Arabic]:\nبناء على الموافقة تم التوجه بتاريخ 25/7/2023 للمختبر و تم رفض اجراء التحاليل و ذلك سبب ان التحاليل قديمة ولابد من الدخول من جديد للطبيب", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "23be662b-ae71-43c3-9a19-09388c903468", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-07-26T21:00:00Z", "due_at": "2023-07-28T16:43:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": "2024-06-11T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-07-26T21:00:00Z", "explanation_received_at": "2024-06-29T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "hospital", "resolution_outcome_other": "", "resolved_at": "2024-06-29T21:00:00Z", "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30168085, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.1.Miscoordination" }, "timeline": { "sent": "2023-07-27 00:00:00", "closed": null, "received": "2023-07-26 19:43:00", "resolved": "2024-06-30 00:00:00", "escalated": "2024-06-12 00:00:00", "first_reminder": null }, "imported_at": "2026-04-13T21:58:00.114836", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "July 2023", "reference_number": "CMP-2023-07-1472", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 1472 } } }, { "model": "complaints.complaint", "pk": "feb3b1f5-26d9-4a97-905b-11b8149674b0", "fields": { "created_at": "2024-05-29T16:37:00Z", "updated_at": "2026-04-13T18:59:48.639Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "Dr. Majidah Malak", "expected_result": "", "reference_number": "CMP-2024-05-2529", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": "f1cd172f-a35b-49fe-a9be-9bb1cd115587", "title": "I visited the doctor for the first time on Sunday, 26/05. I tried to speak with her and explain my full medical history and the issue I was experiencing, but she did not listen to me at all. Her manner was very poor. I initially assumed it might have been due to the clinic being crowded or because it was near the end of her shift.\n\nHowever, I returned four days later, on Wednesday, 29/05, and I was her first patient of the day. Unfortunately, her attitude was the same — unprofessional and dismis", "description": "I visited the doctor for the first time on Sunday, 26/05. I tried to speak with her and explain my full medical history and the issue I was experiencing, but she did not listen to me at all. Her manner was very poor. I initially assumed it might have been due to the clinic being crowded or because it was near the end of her shift.\n\nHowever, I returned four days later, on Wednesday, 29/05, and I was her first patient of the day. Unfortunately, her attitude was the same — unprofessional and dismissive. I had many questions regarding my condition, but she did not allow me to ask or properly explain my situation. She prescribed medication and a cream, but she did not explain how often I should take the medication or how to use the cream. She simply prescribed them and told me to go to the pharmacy.\n\nI asked whether I should book a follow-up appointment after finishing the antibiotic, but she said, “Do not come back unless you feel the symptoms return.” Normally, after completing an antibiotic course, a follow-up is needed to ensure the condition has fully resolved.\n\nWhen I asked her why the condition had returned again, she responded, “How would I know?”\n\nI did not benefit from the visit except for receiving the medication. I was not informed about the cause of the illness, prevention methods, proper use of the treatment, or any further guidance.\n\n[Arabic]:\nدخلت عند دكتوره اول زياره كان بتاريخ ٢٦/٥ يوم الاحد حاول اتكلم مع الدكتوره واشرح كل المشكله والتاريخ\nالمرضي بس كانت ماتسمع لي نهائي واسلوبها جدا سيء معي وقلت ممكن بسبب الزحمه او لانه نهاية دوام رجعت لها بعد اربع ايام اللي هو يوم الاربعاء بتاريخ ٢٩/٠٥ وكنت اول مريضه عندها وكان نفس الشي اسلوب سيء وماتسمع لي كان عندي استفسارات كثيره بخصوص الحاله المريضه م خلتني اسال ولا خلتني اشرح وافهم كل شي وصرفة لي دواء وايضاً كريم والمفترض انها تشرح لي عن الدواء كم مره اخذه وكيف احط الكريم ولكن صرفتهم وبس\nوقالت روحي لصيدليه قلت بعد م اخلص المضاد احجز موعد ثاني قالت لاتجين الا اذا حسيتي بان الاعراض رجعت\nوالمفترض بعد المضاد ارجع اشوف الوضع تمام ولا باقي اكمل على المضاد ولما سالتها ليش رجع لي مره ثانيه\nقالت ( شو بيعرفني) ابداً ماستفدت بالمراجعه الا الادويه فقط لا كيف جاني المرض ولا كيف الوقايه ولا كيف\nاستخدام العلاج ولا شي ثاني. ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 49, "main_section": 1, "subsection": 31, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-05-29T21:00:00Z", "due_at": "2024-05-31T16:37:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-05-29T21:00:00Z", "explanation_received_at": "2024-06-04T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2024-06-04T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30300940, "source": "مراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff \ncommunication", "classification": "5.1.2.Poor provider-patient communication" }, "timeline": { "sent": "2024-05-30 00:00:00", "closed": null, "received": "2024-05-29 19:37:00", "resolved": "2024-06-05 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:48.637606", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "May 2024", "reference_number": "CMP-2024-05-2529", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "عيادات النساء والولادة", "main": "الطبي" }, "original_complaint_num": 2529 } } }, { "model": "complaints.complaint", "pk": "fec122bd-5df6-45dd-8440-6d936a54ff49", "fields": { "created_at": "2022-10-13T15:52:00Z", "updated_at": "2026-04-13T18:56:18.809Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2022-10-0387", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "A diagnosis from the psychiatrist was added to the patient's sick leave and diagnostic report.", "description": "A diagnosis from the psychiatrist was added to the patient's sick leave and diagnostic report.\n\n[Arabic]:\nتم اضافة تشخيص لدكتور العياده النفسية الى الاجازه المرضية الصادره للمريض ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "ca1619c9-7df4-4c97-b216-7a8113917997", "subcategory": "", "classification": "", "subcategory_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "classification_obj": "30ff5d01-cd94-49b4-9d62-e10ffba5faca", "location": 49, "main_section": 4, "subsection": 203, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-10-12T21:00:00Z", "due_at": "2022-10-15T15:52:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-10-12T21:00:00Z", "explanation_received_at": "2022-10-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-10-12T21:00:00Z", "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 48841, "source": "وزارة الصحة", "taxonomy": { "domain": "Management complaints", "category": "3. Institutional issues", "subcategory": "3.7.Medical records", "classification": "3.7.3.Medical report issues" }, "timeline": { "sent": "2022-10-13 00:00:00", "closed": null, "received": "2022-10-13 18:52:00", "resolved": "2022-10-13 00:00:00", "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:56:18.806653", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "OCT 2022", "reference_number": "CMP-2022-10-0387", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم الإدارة", "main": "الإداري" }, "original_complaint_num": 387 } } }, { "model": "complaints.complaint", "pk": "fef7ad4e-ac7c-4f04-ab35-e30e307eadc3", "fields": { "created_at": "2022-09-26T15:32:00Z", "updated_at": "2026-04-13T18:56:08.295Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "DR. AMEER GHANEM", "expected_result": "", "reference_number": "CMP-2022-09-0243", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "My wife was admitted on Thursday, September 16, 2022, through the emergency room due to a blockage of the bile duct by a gallstone. Based on the examination, it was decided to admit the patient for an urgent endoscopy, but the doctor did not come until Saturday and performed the operation.", "description": "My wife was admitted on Thursday, September 16, 2022, through the emergency room due to a blockage of the bile duct by a gallstone. Based on the examination, it was decided to admit the patient for an urgent endoscopy, but the doctor did not come until Saturday and performed the operation.\n\n[Arabic]:\nتم دخول زوجتي يوم الخميس بتاريخ 16-9-2022 عن طريق الطوارئ بسبب انسداد القناة المرارية بحصوة.. وبناء على الكشف تقرر تنويم المريضة لاجراء منظار عاجل ولكن لم يتم مباشرة الطبيب الا يوم السبت وعمل العملية . ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "a58cb0ee-4622-4996-99ad-e134b88687e6", "category": "313679ed-9749-4e6c-9f92-9c9a4126f6bf", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 48, "main_section": 1, "subsection": 208, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "thny.lqrny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2022-09-19T21:00:00Z", "due_at": "2022-09-28T15:32:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2022-09-20T21:00:00Z", "second_reminder_sent_at": "2022-09-23T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2022-09-19T21:00:00Z", "explanation_received_at": "2022-09-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": "2022-09-26T21:00:00Z", "resolved_by": [ "thny.lqrny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30000139, "source": "مجلس الضمان الصحي", "taxonomy": { "domain": "Management complaints", "category": "4. Accessibility", "subcategory": "4.3.Delays", "classification": "4.3.6.Treatment delay" }, "timeline": { "sent": "2022-09-20 00:00:00", "closed": null, "received": "2022-09-26 18:32:00", "resolved": "2022-09-27 00:00:00", "escalated": null, "first_reminder": "2022-09-21 00:00:00" }, "imported_at": "2026-04-13T21:56:08.292764", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "SEP 2022 ", "reference_number": "CMP-2022-09-0243", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "قسم الجهاز الهمضي و الكبد والمناظير", "main": "الطبي" }, "original_complaint_num": 243 } } }, { "model": "complaints.complaint", "pk": "feffb336-6f50-4c52-9f04-77a9025c8a3d", "fields": { "created_at": "2023-11-28T08:01:00Z", "updated_at": "2026-04-13T18:58:45.203Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1879", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Negligence in the examination and failure to answer clearly caused the patient to enter a state of fear and anxiety.", "description": "Negligence in the examination and failure to answer clearly caused the patient to enter a state of fear and anxiety.\n\n[Arabic]:\n التهاون في الفحص وعدم الاجابه بالشكل الواضح مما تسبب بدخول المريضه لحاله من الخوف والتوتر", "ai_brief_en": "", "ai_brief_ar": "", "domain": "f8263c2e-a89b-4ab7-bccd-a1524d85524c", "category": "51b66802-59c8-42db-9f04-b7d468bc2408", "subcategory": "", "classification": "", "subcategory_obj": "b1ef5b10-dc5a-49fc-9fc6-277ca4d41609", "classification_obj": "17c5f8f1-e4c2-477a-a4d0-d4253434d22e", "location": 48, "main_section": 1, "subsection": 47, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-27T21:00:00Z", "due_at": "2023-11-30T08:01:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-24T21:00:00Z", "second_reminder_sent_at": "2023-11-28T21:00:00Z", "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2023-11-27T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2023-12-01T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 0, "source": "ذوي المراجع", "taxonomy": { "domain": "Relationship complaints ", "category": "5. Communication", "subcategory": "5.1.Patient-staff Communication", "classification": "5.1.1.Miscommunication with Patient" }, "timeline": { "sent": "2023-11-28 00:00:00", "closed": "2023-12-02 00:00:00", "received": "2023-11-28 11:01:00", "resolved": null, "escalated": null, "first_reminder": "2023-11-25 00:00:00" }, "imported_at": "2026-04-13T21:58:45.195643", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1879", "original_location": "التنويم", "original_staff_name": null, "original_departments": { "sub": "تنويم النساء والولادة", "main": "الطبي" }, "original_complaint_num": 1879 } } }, { "model": "complaints.complaint", "pk": "ff1c578f-63b3-4de1-9530-bd308ab6be5f", "fields": { "created_at": "2025-12-28T12:29:00Z", "updated_at": "2026-04-13T19:03:25.621Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2025-12-5533", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The surgery and admission were refused on the grounds that my insurance was not accepted by the hospital, even though my insurance category is A+. Furthermore, I had previously obtained approval from my insurance company for the procedure, and my last doctor's visit, also covered by insurance, was just two days prior. However, I was later surprised to learn that my insurance was no longer accepted, with the hospital administration claiming they had decided to discontinue dealings with the insura", "description": "The surgery and admission were refused on the grounds that my insurance was not accepted by the hospital, even though my insurance category is A+. Furthermore, I had previously obtained approval from my insurance company for the procedure, and my last doctor's visit, also covered by insurance, was just two days prior. However, I was later surprised to learn that my insurance was no longer accepted, with the hospital administration claiming they had decided to discontinue dealings with the insurance company. I was then asked to pay for the surgery in cash.\n\n[Arabic]:\nتم رفض إجراء العملية والتنويم بحجة أن التأمين غير معتمد لدى المستشفى، مع العلم أن فئة التأمين لدي هي (A+). كما أنه سبق الحصول على موافقة شركة التأمين على إجراء العملية، وكانت آخر زيارة للطبيب معتمدة على التأمين قبل يومين فقط.\nإلا أنه فوجئت لاحقًا بعدم قبول التأمين، بحجة أن إدارة المستشفى قررت إيقاف التعامل مع شركة التأمين، وطُلب مني دفع تكلفة العملية نقدًا.", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 48, "main_section": 4, "subsection": 104, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "9f218d94-c849-4e4d-8ce3-16205a5ac45a", "created_by": null, "status": "resolved", "assigned_to": [ "shwq.lhrby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-12-30T12:29:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-12-28T12:29:00Z", "explanation_received_at": "2025-12-27T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "shwq.lhrby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 5533, "import_source": "2025_excel_basic", "original_sheet": "DEC" } } }, { "model": "complaints.complaint", "pk": "ff82e732-a0b2-4019-891f-b680ed6fcb10", "fields": { "created_at": "2025-08-25T10:45:00Z", "updated_at": "2026-04-13T19:02:37.214Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "قسم الاشعة ", "expected_result": "", "reference_number": "CMP-2025-08-4680-A", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.", "description": "The patient's family's complaint highlights significant issues of medical negligence and poor management. The medical team failed to follow proper protocols for examining injuries from a traffic accident. They ignored the family's concerns about swelling in the hand and wrist. The staff also failed twice to administer an IV drip, dismissed the patient's pain as \"being pampered\" (\"dla'a\"), and showed a lack of knowledge regarding necessary procedures and report writing for traffic accident cases.\n\n[Arabic]:\nتتلخص الشكوى في سوء الإدارة والإهمال الطبي الذي تعرض له المريض من قبل الطاقم الطبي، حيث لم يتم الالتزام بالبروتوكولات الطبية في فحص الإصابة الناتجة عن حادث مروري، وتم تجاهل ملاحظات ذوي المريض حول وجود تورم في اليد والمعصم. كما يشتمل الإهمال على الفشل في تركيب المغذي الوريدي مرتين، والتقليل من شأن الألم الذي يعانيه المريض بوصفه \"دلع\"، إضافة إلى عدم معرفة الطاقم بالإجراءات المتبعة في حالات الحوادث المرورية وكتابة التقارير اللازمة", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 82, "main_section": 1, "subsection": 49, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "resolved", "assigned_to": [ "mnth.lzgyby@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-08-27T10:45:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-08-25T10:45:00Z", "explanation_received_at": "2025-08-26T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "mnth.lzgyby@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 4680, "import_source": "2025_excel_basic", "original_sheet": "AUG" } } }, { "model": "complaints.complaint", "pk": "ffd1b16a-41f3-424d-b290-a72493096fef", "fields": { "created_at": "2024-01-07T14:00:00Z", "updated_at": "2026-04-13T18:59:06.191Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2024-01-2052", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "Delay test results", "description": "Delay test results\n\n[Arabic]:\nتاخير في تسليم نتائج التحاليل ", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "7409fc81-8d66-4028-aa1b-8b3143c39b46", "subcategory": "", "classification": "", "subcategory_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "classification_obj": "00fcedd7-5de7-44dc-bf72-8fa62bbfcf4b", "location": 49, "main_section": 1, "subsection": 180, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "closed", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2024-01-06T21:00:00Z", "due_at": "2024-01-09T14:00:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2024-01-06T21:00:00Z", "explanation_received_at": "2024-01-06T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": "2024-01-06T21:00:00Z", "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 30308251, "source": "مراجع", "taxonomy": { "domain": "Clinical complaints", "category": "6. Humanness / Caring", "subcategory": "3.Delays", "classification": "4.3.5.Delayed test result" }, "timeline": { "sent": "2024-01-07 00:00:00", "closed": "2024-01-07 00:00:00", "received": "2024-01-07 17:00:00", "resolved": null, "escalated": null, "first_reminder": null }, "imported_at": "2026-04-13T21:59:06.186313", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "January 2024", "reference_number": "CMP-2024-01-2052", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "قسم المختبر", "main": "الطبي" }, "original_complaint_num": 2052 } } }, { "model": "complaints.complaint", "pk": "ffdaa3d5-456f-4d82-b45d-e370e4426b85", "fields": { "created_at": "2023-11-25T11:53:00Z", "updated_at": "2026-04-13T18:58:44.927Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "", "expected_result": "", "reference_number": "CMP-2023-11-1885", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The patient checked in to see the doctor, and the employee informed him that he could see the doctor directly. The employee did not inform him that he was on the waiting list, and he waited for more than an hour despite the seriousness of his condition. He was only seen by the doctor after complaining to the patient relations office. Currently, the patient is demanding that decisive action be taken regarding what happened.", "description": "The patient checked in to see the doctor, and the employee informed him that he could see the doctor directly. The employee did not inform him that he was on the waiting list, and he waited for more than an hour despite the seriousness of his condition. He was only seen by the doctor after complaining to the patient relations office. Currently, the patient is demanding that decisive action be taken regarding what happened.\n\n[Arabic]:\nقام المريض بتسجيل دخول للدكتور وأبلغته الموظفه بأمكانية دخوله للدكتور مباشرة ولم تبلغه الموظفه انه على قائمة\nالانتظار وقام بالانتظار لمدة اكثر من ساعة بالرغم من صعوبة الحالة وتم دخوله على الدكتور بعد الشكوى لمكتب علاقات المرضى ، حاليا يطالب المريض باتخاذ اجراء حازم بخصوص ماجرى.\n", "ai_brief_en": "", "ai_brief_ar": "", "domain": "d7bb3c2d-9f80-4d8c-85dc-ca5ac139417a", "category": "416a4c10-5739-4e27-a62f-ea5f107f0e81", "subcategory": "", "classification": "", "subcategory_obj": "23be662b-ae71-43c3-9a19-09388c903468", "classification_obj": "8488fbf4-610e-4754-b2bb-096a67c4305c", "location": 49, "main_section": 4, "subsection": 113, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "created_by": null, "status": "in_progress", "assigned_to": [ "brr.lshmry@alhammadi.med.sa" ], "assigned_at": null, "activated_at": "2023-11-25T21:00:00Z", "due_at": "2023-11-27T11:53:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": "2023-11-26T21:00:00Z", "second_reminder_sent_at": "2023-11-28T21:00:00Z", "escalated_at": "2023-12-02T21:00:00Z", "explanation_requested": true, "explanation_requested_at": "2023-11-25T21:00:00Z", "explanation_received_at": null, "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "patient", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "brr.lshmry@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "mrn": 64871, "source": "ذوي المراجع", "taxonomy": { "domain": "Clinical complaints", "category": "1. Quality", "subcategory": "1.2.Patient journey", "classification": "1.2.2.Patient flow issues" }, "timeline": { "sent": "2023-11-26 00:00:00", "closed": null, "received": "2023-11-25 14:53:00", "resolved": null, "escalated": "2023-12-03 00:00:00", "first_reminder": "2023-11-27 00:00:00" }, "imported_at": "2026-04-13T21:58:44.925335", "satisfaction": null, "import_source": "historical_excel_2022", "original_sheet": "November 2023", "reference_number": "CMP-2023-11-1885", "original_location": "العيادات الخارجية", "original_staff_name": null, "original_departments": { "sub": "استقبال العيادات الخارجية", "main": "الإداري" }, "original_complaint_num": 1885 } } }, { "model": "complaints.complaint", "pk": "fffa01cc-a5b1-4b78-a363-5a52623ce216", "fields": { "created_at": "2025-01-11T15:57:00Z", "updated_at": "2026-04-13T19:01:11.798Z", "patient": null, "contact_name": "", "contact_phone": "", "contact_email": "", "relation_to_patient": "patient", "patient_name": "Unknown", "national_id": "", "national_id_hash": "", "incident_date": null, "staff_name": "د.رامي شعث", "expected_result": "", "reference_number": "CMP-2025-01-3499", "encounter_id": "", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "department": null, "staff": null, "title": "The doctor left before my arrival, and I was unable to enter the clinic.\n\n\n\n", "description": "The doctor left before my arrival, and I was unable to enter the clinic.\n\n\n\n\n\n[Arabic]:\nالطبيب غادر قبل وصولي والدخول للعياده ", "ai_brief_en": "", "ai_brief_ar": "", "domain": null, "category": null, "subcategory": "", "classification": "", "subcategory_obj": null, "classification_obj": null, "location": 49, "main_section": 1, "subsection": 9, "complaint_type": "complaint", "complaint_source_type": "external", "priority": "medium", "severity": "medium", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "created_by": null, "status": "resolved", "assigned_to": [ "ml.lqhtny@alhammadi.med.sa" ], "assigned_at": null, "activated_at": null, "due_at": "2025-01-13T15:57:00Z", "is_overdue": false, "breached_at": null, "reminder_sent_at": null, "second_reminder_sent_at": null, "escalated_at": null, "explanation_requested": true, "explanation_requested_at": "2025-01-11T15:57:00Z", "explanation_received_at": "2025-01-12T21:00:00Z", "explanation_delay_reason": "", "resolution": "", "resolution_sent_at": null, "resolution_category": "", "resolution_outcome": "", "resolution_outcome_other": "", "resolved_at": null, "resolved_by": [ "ml.lqhtny@alhammadi.med.sa" ], "closed_at": null, "closed_by": null, "resolution_survey": null, "resolution_survey_sent_at": null, "satisfaction": "", "moh_reference": "", "moh_reference_date": null, "chi_reference": "", "chi_reference_date": null, "file_number": "", "form_sent_at": null, "forwarded_to_dept_at": null, "response_date": null, "complaint_subject": "", "action_taken_by_dept": "", "action_result": "", "recommendation_action_plan": "", "delay_reason_closure": "", "metadata": { "complaint_num": 3499, "import_source": "2025_excel_basic", "original_sheet": "JAN" } } }, { "model": "complaints.complaintslaconfig", "pk": "1d9e33a6-4754-4905-b0d3-9404fa4ed138", "fields": { "created_at": "2026-03-17T01:40:30.878Z", "updated_at": "2026-03-17T01:40:30.878Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "8780d86c-7e14-4b49-857e-e42f6976dd30", "severity": null, "priority": null, "sla_hours": 72, "first_reminder_hours_after": 24, "second_reminder_hours_after": 48, "escalation_hours_after": 72, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.complaintslaconfig", "pk": "33e6cdc1-0e23-43e8-849a-f2d410916078", "fields": { "created_at": "2026-03-17T01:40:30.876Z", "updated_at": "2026-03-17T01:40:30.876Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "cb92949e-3b11-444d-8f14-51193cb33ad7", "severity": null, "priority": null, "sla_hours": 48, "first_reminder_hours_after": 24, "second_reminder_hours_after": 36, "escalation_hours_after": 48, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.complaintslaconfig", "pk": "45e161a3-6608-4682-9537-7ac4591302f1", "fields": { "created_at": "2026-03-17T01:40:30.874Z", "updated_at": "2026-03-17T01:40:30.874Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "bea34641-cfcc-4f44-ae13-924a15b50ee0", "severity": null, "priority": null, "sla_hours": 24, "first_reminder_hours_after": 12, "second_reminder_hours_after": 18, "escalation_hours_after": 24, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.complaintslaconfig", "pk": "addfc7d6-392d-4d0c-a8cc-38d5e44c5f66", "fields": { "created_at": "2026-03-17T01:40:30.881Z", "updated_at": "2026-03-17T01:40:30.881Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "0c7c3d46-6479-46c8-ba2d-54900d4714a0", "severity": null, "priority": null, "sla_hours": 72, "first_reminder_hours_after": 24, "second_reminder_hours_after": 48, "escalation_hours_after": 72, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.complaintslaconfig", "pk": "c4d61abd-4ac9-452a-a88c-662feb1d4e96", "fields": { "created_at": "2026-03-17T01:40:30.883Z", "updated_at": "2026-03-17T01:40:30.883Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "f02f8b0a-a92f-4b04-82fd-87dc35273872", "severity": null, "priority": null, "sla_hours": 72, "first_reminder_hours_after": 24, "second_reminder_hours_after": 48, "escalation_hours_after": 72, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.complaintslaconfig", "pk": "f66b258a-f1c5-4658-addc-67d897ada886", "fields": { "created_at": "2026-03-17T01:40:30.886Z", "updated_at": "2026-03-17T01:40:30.886Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "source": "2a322540-541a-412d-a14a-1e0b95c55115", "severity": null, "priority": null, "sla_hours": 72, "first_reminder_hours_after": 24, "second_reminder_hours_after": 48, "escalation_hours_after": 72, "reminder_hours_before": 24, "second_reminder_enabled": false, "second_reminder_hours_before": 6, "thank_you_email_enabled": false, "is_active": true } }, { "model": "complaints.escalationrule", "pk": "2d810c82-a074-41c0-8067-77781fd10b5e", "fields": { "created_at": "2026-03-17T01:40:30.889Z", "updated_at": "2026-03-17T01:40:30.889Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "name": "Default Escalation to Department Manager", "description": "Default Escalation to Department Manager", "escalation_level": 1, "max_escalation_level": 3, "trigger_on_overdue": true, "trigger_hours_overdue": 0, "reminder_escalation_enabled": false, "reminder_escalation_hours": 24, "escalate_to_role": "department_manager", "escalate_to_user": null, "severity_filter": "", "priority_filter": "", "order": 1, "is_active": true } }, { "model": "complaints.escalationrule", "pk": "46a57f4b-43ab-4712-875f-66c9673b33fa", "fields": { "created_at": "2026-03-17T01:40:30.894Z", "updated_at": "2026-03-17T01:40:30.894Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "name": "Critical Escalation to Hospital Admin", "description": "Critical Escalation to Hospital Admin", "escalation_level": 1, "max_escalation_level": 3, "trigger_on_overdue": true, "trigger_hours_overdue": 4, "reminder_escalation_enabled": false, "reminder_escalation_hours": 24, "escalate_to_role": "hospital_admin", "escalate_to_user": null, "severity_filter": "", "priority_filter": "", "order": 2, "is_active": true } }, { "model": "complaints.escalationrule", "pk": "5d27fee7-040a-4caa-b130-8104f512d7e0", "fields": { "created_at": "2026-03-17T01:40:30.896Z", "updated_at": "2026-03-17T01:40:30.896Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "name": "Final Escalation to PX Admin", "description": "Final Escalation to PX Admin", "escalation_level": 1, "max_escalation_level": 3, "trigger_on_overdue": true, "trigger_hours_overdue": 24, "reminder_escalation_enabled": false, "reminder_escalation_hours": 24, "escalate_to_role": "px_admin", "escalate_to_user": null, "severity_filter": "", "priority_filter": "", "order": 3, "is_active": true } }, { "model": "complaints.complaintthreshold", "pk": "e8cbbdce-c76e-4006-9781-7dbc9b5d0aba", "fields": { "created_at": "2026-03-17T01:40:30.898Z", "updated_at": "2026-03-17T01:40:30.898Z", "hospital": "7e4d08ce-2e0a-4184-8297-7acd418184a6", "threshold_type": "resolution_survey_score", "threshold_value": 50.0, "comparison_operator": "lt", 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