Patient Complaints Rate.xlsx

	A	B	I	J	K	L	M	N	O	P	Q	R	S	T	U
1	Patient Complaints Rate
2	Indicator Name:	Patient Complaints Rate		JAN	FEB	MAR	APR	MAY	JUN	JUL	AUG	SEP	OCT	NOV	DEC
3	Numerator:	No of acknowledged customer complaints received	Numerator
4	Denominator	Total Number of feedback collected	Denominator
5	Rationale	Patient compliants, suggestions, recommendations showcase the patient experience, expectataion during the care received in the facility, it provide valuable information to improve the service and quality care.	Rate	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!	#DIV/0!
6	Inclusion Criteria	All complaints	Target- %
7	Exclusion Criteria	Nil
8	Indicator Owner:	Customer care
9	Selection criteria:	□ High Risk √ High Volume □ IPSG √ Problem Prone □High Cost
10		□ Contract Monitoring □ Regulatory Requirement
11		□ Others: Accreditation requirement
12	Type of Indicator:	□ Structure □ Process √ Outcome □ Process & Outcome
13	Frequency:	√Monthly □ Quarterly □ Bi-Annual □ Annual
14	Department/ Unit	Patient Affairs/Customer Service
15	Sample Size:	All complaints - Hospital Wide
16	Data collection method / Source	the complaints will be acnowledged, analyzed by the cutomer servie team to identify the gaps in the service and improvise it to mee the patient's need and demands.
17	Data methodology:	√ Retrospective □ Concurrent
18	Unit of Measurement	Percentage
19	Target:	100%
20	Benchmark (If Applicable)
21	Data Analysis:
22	Interpretation
23	Interpretation
24	Action plan:
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