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Patients Relations Form

MOH - 2 | 2025 Series · Q4 recreation

72‑Hour Complaint Resolution Rate — Detailed Report

KPI ID	Indicator Title	Numerator / Denominator	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	TOTAL
MOH - 2	72‑Hour Complaint Resolution Rate	Resolved ≤72h	55	36	40	42	53	40	60	57	58	65	34	540
		Total complaints	71	57	50	57	65	53	67	65	79	76	49	689
		Result (%)	77.5%	63.2%	80.0%	73.7%	81.5%	75.5%	90.0%	87.69%	69.39%	85.53%	69.39%	78.4%

Category: Organizational

Type: Outcome

Risk: High

Data coll.: Retrospective

Method: Others

Dimension: Efficiency

Gather freq.: Monthly

Reporting: Monthly

Collector: Ms. Ather Alqahtani

Analyzer: Ms. Shahad Alanazi

Monthly Performance Trend (%) [Target: 95%]

Complaints by source (overall %)

MEDICAL DEPARTMENT

ObGyne Clinics – 7 days Medical ward – 5 days ObGyne ward – 4 days Physiotherapy – 3 days Pediatric ward – 3 days Psychiatric clinic – 3 days Pediatric Clinics – 3 days

NON-MEDICAL / ADMIN

OPD Nursing: 2.05 days All related complaints have received responses within the timeframe.

NURSING DEPARTMENT

1. ObGyne Clinics – 7d (Nursing) 2. OPD Nursing – 2.05d 3. Medical ward – 5d 4. Pediatric ward – 3d

SUPPORT SERVICES

No complaints received for these departments.

Escalated

Closed

CHI total

12.50%

MOH total

31.25%

🏛️ CHI complaints (6)

≤24h: 5 (83.33%) • ≤48h: 0 • ≤72h: 1 (16.67%) • >72h: 0

🏥 MOH complaints (15)

≤24h: 8 (53.33%) • ≤48h: 0 • ≤72h: 5 (33.33%) • >72h: 2 (13.33%)

Data Insights Editor (based on original comments)

Key Recommendations:

Prepared by

Ms. Ather Alqahtani
Patient Relations Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations Supervisor

Approved by

Dr. Abdulelah Alsuabii
Medical Director

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

recreated report – includes all original data: Sep 69.39%, Nov 69.39%, department details, CHI/MOH breakdown. Theme navy/blue from PX360.