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
Patient Rights & Experience
Patient Complaints
Non‑Retaliation Policy & Complaint Submission Mechanism
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
Policy
Non-Retaliation Policy
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
Process
Complaint Submission Mechanism
Based on our commitment to enhance patient experience, the Patient Rights Department provides a clear mechanism for submitting complaints within a framework of transparency and respect.
1 Submission Methods
- Scan the QR code in inpatient/outpatient areas
- Visit the Patient Rights & Experience office directly
- Call the hospital's unified number920008485
- Submit via Patient Experience staff verbally or in writing
- Fill the paper complaint form
- Send to the department's official emailpx@ebgh.sa
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
File a Complaint
Have a complaint or feedback about our services? We take every concern seriously and respond within 24–72 hours.