Analysis of Patients’ Complaints Regarding Family Physicians Using 937 Databases in the Riyadh Health Cluster 3 Riyadh, Saudi Arabia

Abstract

Introduction: Family Medicine physicians serve as the first point of contact within the health system, playing a pivotal role in delivering comprehensive preventive and curative care. In Saudi Arabia, the Ministry of Health (MOH) has implemented the 937-Service to collect and address patient complaints. This service is a valuable source of feedback, helps evaluate healthcare quality, identifies areas for improvement, and enhances patient satisfaction.

Objectives: This study analyzes complaints against family physicians in Riyadh Health Cluster 3 using 937 database data to identify common concerns and recommend improvements.

Methods: This retrospective cross-sectional study used secondary data from 937 databases. It examined complaints against family medicine physicians at 14 PHCs in Riyadh Health Cluster 3 from January to December 2024. Data analysis was descriptive, with categorical variables summarized as frequencies and percentages.

Results: The findings indicate that patient dissatisfaction is driven primarily by weaknesses in organizational systems and processes, particularly in virtual health platforms, scheduling and staffing, and administrative workflows. These issues, rather than clinical errors, account for most dissatisfaction. Complaints are not distributed evenly. Larger, busier centers see more complaints due to heavier patient demand and greater service pressure.

Conclusion: The study highlights dissatisfaction with family medicine services in Riyadh Health Cluster 3, suggesting improvements to workflows, digital systems, and staff training to enhance continuity of care and the patient experience.