PX360

Activation Within 2 Hours

KPI - 6

Target 95% · Threshold 90%

Complaint Activation Within 2 Hours – 2025

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

Definition: Measuring the percentage of complaints that are activated within specified timeframes (within 2 hours). Target (95%) aim; Threshold (90%) minimum acceptable.

Category: Organizational

Type: Process

Risk: High

Data coll.: Retrospective

Method: Others: Excel

Dimension: Efficiency, Timeliness

Gather freq.: Monthly

Reporting: Monthly

Collector: Ms. Ather Alqahani

Analyzer: Ms. Shahad Alanazi

Monthly Activation ≤2h – Target 95%

Activated ≤2h vs Delayed

Analysis

📊 Comparison to Target and Threshold:

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

⚠️ Reasons behind delay of activations:

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

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

Recommendations

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

HIGHEST ACTIVATION

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

LOWEST ACTIVATION

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

ANNUAL AVERAGE

68.8% (far below target 95%)

KEY DELAY REASONS

Patient refusal · Unclear content requiring clarification

Data Insights Editor (KPI-6)

Ongoing recommendations (from editor):

Prepared by

Ms. Ather Alqahani
Patient Relations & Experience Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations & Experience Supervisor

Approved by

Mr. Turki Alkhamis
Patient Affairs Director

Mr. Omar Al Humaid (Chief Administrative Officer)

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