PX360

Patient Satisfaction · Complaint Resolution

MOH - 3

Target 80% · Threshold 70%

Overall Satisfaction with Complaint Resolution – 2025

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

Definition: The satisfaction of patients/family/others from the complaint resolution/outcome. Target (80%) aim; Threshold (70%) minimum acceptable.

Category: Organizational

Type: Outcome

Risk: High

Data coll.: Retrospective

Method: Others

Dimension: Efficiency

Gather freq.: Monthly

Reporting: Monthly

Collector: Ms. Ather Alqahani

Analyzer: Ms. Shahad Alanazi

Monthly Satisfaction Rate (%) – Target 80%

Satisfied vs Dissatisfied (Overall)

Analysis

📊 Satisfaction Rate (monthly):

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

⚠️ MOH Overall Satisfaction (Nov): 38.8%

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

Reasons for decline:

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

Recommendations

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

HIGHEST SATISFACTION

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

LOWEST SATISFACTION

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

AVERAGE 2025

Overall satisfaction: 49.3% (below target 80%)

KEY FOCUS

Reduce resolution time · Improve outcome clarity · Patient advocacy

Data Insights Editor (MOH-3)

Ongoing recommendations (from editor):

Prepared by

Ms. Ather Alqahani
Patient Relations Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations Supervisor

Approved by

Dr. Abdulreh Alsuaibi
Medical Director

Mr. Turki Alkhamis (Patient Affairs Director) Mr. Mohammed Alhajiy (Quality Management Director)

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