PX360

Un‑Activated Filled Complaints

KPI - 7

Target 0% · Threshold 5%

Un‑Activated Filled Complaints Rate – 2025

No. Perf. Indicator ID Indicator Title Target Threshold Numerator / Denominator JanFebMarApr MayJunJulAug SepOctNovTOTAL
7 — Un‑Activated Filled Complaints Rate 0% 5% Un‑activated filled requests 10201615415 2129142019183
Total complaints received 567649473770 6058797670678
Result (%) 17.9%26.3%32.7%31.9%10.8%21.4% 35.0%50.0%17.7%26.3%27.1%27.0%
Definition: Percentage of filled complaint requests that remain un‑activated. Target 0% (ideal), Threshold 5% maximum acceptable.
Category: Organizational
Type: Process
Risk: High
Data coll.: Retrospective
Method: Others
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: —
Analyzer: —

Monthly Unactivated Rate – Target 0% (Threshold 5%)

Unactivated vs Activated

Analysis

📊 Monthly highlights:

  • Highest unactivated rate: August 50.0% (alarming)
  • Also high: July 35.0%, March 32.7%, April 31.9%
  • Lowest: May 10.8% (still above threshold 5%)
  • Annual average: 27.0% – far above threshold

⚠️ Observations:

  • Total unactivated: 183 out of 678 complaints (27%).
  • Every month exceeds 5% threshold – critical issue.
  • Likely causes: staffing, unclear processes, lack of automated reminders.

Urgent action required to reduce unactivated complaints – target is 0%.

Recommendations

HIGHEST MONTHS

Aug 50.0% · Jul 35.0% · Mar 32.7% · Apr 31.9%

LOWEST MONTHS

May 10.8% · Sep 17.7% · Jan 17.9%

ANNUAL AVERAGE

27.0% (well above 5% threshold)

TOTAL UNACTIVATED

183 complaints (of 678) never activated

Data Insights Editor (KPI-7)

Ongoing recommendations (from editor):

Prepared by

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Reviewed by

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Approved by

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Patient Relations Dept

KPI-7 – Un‑Activated Filled Complaints Rate – recreated from PDF. All monthly figures, target 0% / threshold 5%, and PX360 theme.