Purpose

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, and to ensure a healthy environment based on transparency, equity, justice, and respect for the patient’s voice.

Policy

The facility is committed to refraining from taking any action that may cause harm to the patient or their companions as a result of filing a complaint or voicing an observation—whether that harm is direct or indirect. Any such act is a clear violation that requires investigation.

Scope of Application

• Medical and nursing staff.
• Administrative and technical staff.
• Workers from contracted entities.
• Any employee directly or indirectly involved in providing services to the patient.

Core Principles

• Filing a complaint is a guaranteed right for the patient, companion, or visitor without a need for justification or approval.
• A complaint must not be used as a pretext to decrease the level of care or treatment.
• Complaints must be handled confidentially and professionally, ensuring an impartial investigation.
• Any retaliatory or negative action against the complainant is strictly prohibited.

Procedures in Case of Harm

• An immediate investigation will be conducted by the Patient Rights and Experience Department in coordination with executive and operational management.
• The case will be escalated to top management with a recommendation for appropriate legal/administrative action.
• Penalties will be applied in accordance with the facility’s approved violation regulations.

Based on our commitment to enhance patient experience and improve the quality of healthcare services, the Patient Rights and Experience Department provides a clear and accessible mechanism for submitting complaints and feedback within a framework of transparency and respect.

1. Methods of Submitting a Complaint

• Scan the QR code in inpatient/outpatient areas to open the electronic form.
• Visit the Patient Rights & Experience office.
• 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 (responded to during working hours).

2. Required Complaint Information

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

3. Complaint Handling Procedures

• We will contact the complainant within 60 minutes to provide the initial action, expected timeframe, and discuss possible resolutions.
• The complaint is recorded in the system within 24 hours and sent to the concerned party for review.
• The patient will be informed of the outcome within a maximum of 24 hours for inpatients & MOH complaints, and 72 hours for outpatients from receipt.
• A satisfaction survey is sent once the complaint is resolved.
• If dissatisfied, a new complaint can be reopened via the evaluation message.

4. Continuous Improvement

• Complaints are analyzed periodically to identify improvement opportunities.
• Results are presented to the Patient-Centered Committee to propose actions and improvement plans, then reported to top management.
• Improvement projects and initiatives are shared with staff and patients.