How We Developed a Super-Intelligent System for Filing Medical Errors Complaints

Medical Errors is an advanced error-reporting system that is aimed to prevent the recurrence of harmful events in healthcare and improve patient safety.

  • 2

    National systems integration

  • 100%

    trustworthy e-system

  • 10x

    Better assessment of medical errors frequency

  • 2

    times faster complaint processing


Harm resulting from inaccurate medical treatment or insufficient diagnosis is an old concept known as medical errors. Among the most common causes of medical errors are patient-related issues, human problems, inadequate policies, inappropriate information flow, etc. Patients suffered from harmful events due to medical errors that’s why the government had to respond to those issues by providing a relevant technology solution.

It took much time for people to receive justice and accountability in court cases on medical errors through civil justice systems. Some cases could last months from initial case registration till court processing. Thus, the Ministry of Health needed to provide people with a user-friendly technology solution to effectively manage their complaints.


Our client needed to get the new system integrated with National e-Authentification service and National Healthcare portal. We had to integrate the system with a secure National Identification portal for authorization and authentication using OAuth2.0. Personal user data was encrypted on the database level to prevent unauthorized access. The system also had to support one-time-password SMS notifications. There was additional integration with National Medical portal to provide users with Healthcare institution details and Healthcare practitioners.

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  • Team

    11 members

  • Industry


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To address the client’s needs, our team developed a comprehensive system with intuitive design. It allows users even with basic computer skills to handle their complaints data. The system is integrated with the State Healthcare portal which allows medical practitioners to participate in the process of a complaint investigation as well as to provide testimonials and conclusions. Users, in their turn, are able to check their complaint statuses online and track the progress.

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Key Features

  • User management

    System admins are able to manage users’ identity, access to system service, and onboarding procedure. This feature addresses the need to manage users’ access to various resources available within the system.

  • Complaint capturing

    People can easily file a medical error complaint or malpractice lawsuit which is the first step in bringing accountability. The system is user-friendly as much as users with basic computer skills can enter their data for review.

  • SLA process

    We also introduced the service-level agreement (SLA) procedures to ensure that service providers and system users agreed on service quality, site responsibilities, and services scope.

  • Complaint assignment and reassignment

    All complaints, upon receipt by the system, are to be entered and processed. Assignment and reassignment are used for an accurate sequence of complaints and their effective management.

  • Complaint processing workflow from Registration to Court

    We designed and implemented a clear logic for complaint processing that automated this procedure and reduced the time needed to process a complaint from registration to court.

  • Notifications (SMS and email)

    We implemented SMS and email notifications to provide users with real-time information and simplify the processes of acquiring the needed data.

  • Integration with National Authentication system

    To better manage identity access, the system was integrated with the National e-Authentification service which provides digital signing services and secure authentification for government online services.

  • Integration with National Healthcare portal

    The system is also integrated with the National Healthcare portal which is a central hub for getting accurate information and e-services in the healthcare sector.

  • Dashboards for different kinds of users

    We introduced clear dashboards for different types of users to effectively track and analyze information needed to manage medical error complaints.



Medical Errors System provides an excellent opportunity for government and law entities to merge patients’ complaints in one place and process them in the most efficient way.

  • 2

    National systems integrated with the solution

    By implementing a certain number of features like a complaint assignment/reassignment and integrating the system with national healthcare portals, Medical Errors solution offers people to easily file and get instant accountability of their cases.

  • 100%


    Due to integration with the National e-Authentification service and maintenance of the SLA procedure, the system guarantees high security and reliable user identity.

  • 10x

    Better assessment of medical errors frequency

    A fully workable solution provides now accurate information on medical claims frequency and empowers healthcare entities to devise effective prevention strategies.


Lean for Business Services is a government-owned company operating under the Ministry of Health and working as a key enabler of E-Health innovation in Saudi Arabia.

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  • Industry:

    Computer Software

  • Size:


  • Country:

    Saudi Arabia

  • Years on market:


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