Patient Complaints

To secure the right of patients and families to submit complaints freely and safely without fear of any repercussions that may affect the quality of the provided service.

Policy

The facility is fully committed to refraining from any action that may cause harm to the patient as a result of filing a complaint. Any such act is a clear violation requiring investigation.

Scope of Application

• Medical and nursing staff
• Administrative and technical staff
• Workers from contracted entities
• Any employee directly or indirectly involved in patient care

Core Principles

• Filing a complaint is a guaranteed right — no justification needed
• Complaints must not reduce the level of care or treatment
• Complaints must be handled confidentially and professionally
• Any retaliatory action against the complainant is strictly prohibited

Procedures in Case of Harm

• Immediate investigation by the Patient Rights & Experience Department
• Case escalation to top management with recommendations
• Penalties applied per the facility's approved regulations

1. Submission Methods

• Scan the QR code in inpatient/outpatient areas
• Visit the Patient Rights & Experience office directly
• Call the hospital's unified number
• Submit via Patient Experience staff verbally or in writing
• Fill the paper complaint form
• Send to the department's official email

2. Required Information

• Full name and contact details
• Medical record number or national ID
• Concerned party (e.g., nursing, treating physician)
• Complaint details with date and location
• Supporting documents if available

3. Handling Procedures

• Contact within 60 minutes to clarify initial action
• Complaint recorded in system within 24 hours
• Patient informed within 24 hrs for inpatients and 72 hrs for outpatients
• Satisfaction survey sent once complaint is resolved
• If dissatisfied, a new complaint can be reopened

4. Continuous Improvement

• Periodic analysis of complaints for improvement opportunities
• Results presented to the Patient-Centered Committee
• Improvement projects shared with staff and patients