[ { "model": "analytics.kpireport", "pk": "56af32e0-a5b2-4d38-8b18-bd0a06805237", "fields": { "created_at": "2026-02-25T05:06:53.918Z", "updated_at": "2026-02-25T05:06:54.114Z", "report_type": "activation_2h", "hospital": "4ed13883-9632-4534-a007-4942258a5943", "year": 2026, "month": 2, "report_date": "2026-02-25", "status": "completed", "generated_by": "e4a79042-cd54-45ff-9bf5-d775bcb9fb92", "generated_at": "2026-02-25T05:06:54.114Z", "target_percentage": "95.00", "category": "Organizational", "kpi_type": "Outcome", "risk_level": "High", "data_collection_method": "Retrospective", "data_collection_frequency": "Monthly", "reporting_frequency": "Monthly", "dimension": "Efficiency", "collector_name": "", "analyzer_name": "", "total_numerator": 0, "total_denominator": 10, "overall_result": "0.00", "error_message": "", "ai_analysis": null, "ai_analysis_generated_at": null } }, { "model": "analytics.kpireport", "pk": "88795c74-4a05-4030-bd81-24b844564b3c", "fields": { "created_at": "2026-02-25T05:05:17.626Z", "updated_at": "2026-02-25T05:05:17.892Z", "report_type": "resolution_72h", "hospital": "4ed13883-9632-4534-a007-4942258a5943", "year": 2026, "month": 2, "report_date": "2026-02-25", "status": "completed", "generated_by": "e4a79042-cd54-45ff-9bf5-d775bcb9fb92", "generated_at": "2026-02-25T05:05:17.892Z", "target_percentage": "95.00", "category": "Organizational", "kpi_type": "Outcome", "risk_level": "High", "data_collection_method": "Retrospective", "data_collection_frequency": "Monthly", "reporting_frequency": "Monthly", "dimension": "Efficiency", "collector_name": "", "analyzer_name": "", "total_numerator": 0, "total_denominator": 10, "overall_result": "0.00", "error_message": "", "ai_analysis": { "executive_summary": "The 72-Hour Complaint Resolution KPI for Olaya Hospital in February 2026 shows a complete failure to meet targets, with a 0.00% resolution rate against a 95.00% target (0 out of 10 complaints resolved within 72 hours). All 10 complaints (from sources including Social Media 40%, Call Center 30%, Family Member 20%, and Staff 10%) remain unresolved, with no resolution times recorded in the breakdown (0 in Within 24h, Within 48h, Within 72h, or After 72h). This indicates a systemic issue in complaint handling, likely due to process gaps, lack of escalation, or resource constraints. Immediate intervention is required to address the backlog and prevent further deterioration.", "performance_analysis": { "overall_resolution_rate": "0.00%", "target_resolution_rate": "95.00%", "variance": "-95.00%", "status": "below target", "total_complaints": 10, "resolved_within_72h": 0, "performance_trend": { "current_month": "0.00% (0/10)", "previous_months_data": "Not provided, but current month shows no improvement from baseline", "improvement_needed": "100% resolution rate required to meet target next month" } }, "key_findings": [ "Zero resolutions: No complaints (0 out of 10) were closed within or after 72 hours, indicating a complete process breakdown.", "Uniform delay: All resolution time buckets (Within 24h, 48h, 72h, After 72h) show 0.00%, with no partial progress.", "Source distribution: Top sources are Social Media (4 complaints, 40%) and Call Center (3 complaints, 30%), suggesting high visibility complaints are piling up.", "Department ambiguity: Despite categories, all departments show 0 complaints, 0 resolved; no 'slow departments' flagged, implying no active tracking or misclassification.", "Escalation and closure gaps: 0 escalated and 0 closed cases highlight lack of follow-up mechanisms.", "Month-over-month stagnation: February 2026 mirrors the 0.00% rate, with no resolved cases from prior periods shown." ], "reasons_for_delays": [ "Process failure: No recorded resolutions suggest absent or ineffective complaint intake, assignment, or tracking workflows, potentially due to unclear ownership.", "Resource constraints: With 10 total complaints and zero actions, likely understaffing or lack of dedicated complaint resolution teams across departments.", "Escalation inaction: 0 escalated cases indicate no escalation protocols are being followed, leading to indefinite hold on complaints.", "Source-specific challenges: High Social Media (40%) complaints may require PR/Communication involvement, which appears unaddressed; Call Center (30%) might overload front-line staff without backend support.", "Departmental silos: Zero counts in all departments (Medical, Nursing, Admin, Support) suggest complaints are not routed correctly or are being ignored at the department level.", "External factors: No data on holidays/overload, but the uniform 0% resolution points to internal inefficiencies rather than volume spikes." ], "resolution_time_analysis": { "within_24h": { "count": 0, "percentage": "0.00%" }, "within_48h": { "count": 0, "percentage": "0.00%" }, "within_72h": { "count": 0, "percentage": "0.00%" }, "after_72h": { "count": 0, "percentage": "0.00%" }, "insights": "No complaints have progressed through any time stage, resulting in a frozen backlog. Without interventions, this will lead to increasing complaint ages and potential regulatory non-compliance." }, "department_analysis": { "non_medical_admin": { "complaints": 0, "resolved": 0, "status": "No activity" }, "medical_department": { "complaints": 0, "resolved": 0, "status": "No activity" }, "nursing_department": { "complaints": 0, "resolved": 0, "status": "No activity" }, "support_services": { "complaints": 0, "resolved": 0, "status": "No activity" }, "slow_departments": "None identified, but all departments show zero complaints, suggesting underreporting or lack of integration with complaint system.", "overall_department_insight": "Cross-departmental inaction indicates a hospital-wide issue in complaint capture and resolution, rather than isolated inefficiencies." }, "source_analysis": { "social_media": { "count": 4, "percentage": "40.00%", "insight": "Highest volume; requires immediate social media monitoring and response team to mitigate reputational risk." }, "call_center": { "count": 3, "percentage": "30.00%", "insight": "Significant portion; likely tied to patient access or service issues, needing better call center-to-department handoffs." }, "family_member": { "count": 2, "percentage": "20.00%", "insight": "Indirect complaints; may involve communication breakdowns with families, suggesting needs for family liaison protocols." }, "staff": { "count": 1, "percentage": "10.00%", "insight": "Internal complaints; points to potential employee satisfaction issues, which could impact morale if unresolved." }, "source_summary": "Social Media and Call Center dominate (70% combined), highlighting external visibility of unresolved issues. No sources resolved, indicating universal process gap." }, "recommendations": [ "Immediate backlog clearance: Assign a dedicated cross-functional team to triage and resolve all 10 pending complaints within 7 days, starting with high-visibility Social Media (4) and Call Center (3) cases.", "Process enhancement: Implement automated complaint tracking with clear SLA alerts (e.g., alerts at 24h/48h) and mandatory escalation after 48 hours; train staff on intake protocols to ensure 100% capture and routing.", "Resource allocation: Audit staffing levels in complaint handling; add temporary resources or redistribute admin/Nursing staff to handle peak volumes, aiming for at least 50% resolution within 48h next month.", "Department accountability: Assign complaint owners per department (e.g., Medical for clinical complaints, Admin for non-medical); integrate complaint data into department KPIs to ensure visibility and drive accountability.", "Source-specific actions: For Social Media, establish a 24/7 monitoring team; for Call Center, improve handoff checklists; for Family Member/Staff, introduce feedback loops and response templates.", "Monitoring and review: Conduct weekly reviews of resolution rates; set interim target of 50% for March 2026, with root cause analysis for any complaints exceeding 72h.", "Technology upgrade: If not in place, deploy a centralized CRM system to consolidate sources and automate resolution tracking, reducing manual errors." ], "_metadata": { "generated_at": "2026-02-25T05:05:39.218450+00:00", "report_id": "88795c74-4a05-4030-bd81-24b844564b3c", "report_type": "resolution_72h", "hospital": "Olaya", "year": 2026, "month": 2 } }, "ai_analysis_generated_at": "2026-02-25T05:05:39.218Z" } }, { "model": "analytics.kpireport", "pk": "3f450a3f-036b-4be6-b368-fc1c3d2dc2ff", "fields": { "created_at": "2026-02-25T05:06:34.229Z", "updated_at": "2026-02-25T05:06:34.442Z", "report_type": "satisfaction_resolution", "hospital": 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