If you are dissatisfied with the service provided by a healthcare professional or facility in the UAE, how can you raise a complaint to get a redressal?
UAE’s health authorities license medical facilities and professionals, and depending on the emirate in which you received the medical treatment, you can reach out to the relevant health body to file a complaint.
However, according to guidelines published by health authorities, it is important to ensure that when filing a complaint you are clear and detailed about the issues you faced, as well as the response you expect in terms of compensation or an apology.
Here is all you need to know about filing a medical complaint as a patient.
According to the Dubai Health Authority’s website on medical complaints – mc.dha.gov.ae – any person who has received treatment at a DHA-licensed facility can file a complaint, whether they are residents of the UAE or tourists.
According to the medical complaints website, it is important to explain and be specific about the health professional you are complaining about.
When filing the complaint, make sure you include all supporting and required documents.
Once you have all the supporting documents in place, you can submit your complaints through the following channels:
• Email: email@example.com
• Call centre – 800 342 (DHA)
• In-person at DHA centres
• Social media - @DHA_Dubai
DHA follows a certain mechanism to classify complaints. Depending on the classification, the expected time to handle your complaint is determined.
• Sensitive complaints – Two working days
• Regular complaints – Seven working days
• Urgent complaints – One working day
After filing a complaint, the complainant will receive an email notifying that the complaint has been received successfully.
The Clinical Governance Office will then contact all the concerned parties, who can provide information about your complaint.
It may be necessary to review relevant parts of your healthcare records. The complainant will then be informed if an investigation is required to resolve the case.
Abu Dhabi’s Department of Health (DOH) also provided the process that people need to follow if they need to raise a complaint against a health facility or practitioner.
There are two ways to raise a complaint for DOH:
• Abu Dhabi government platform
o Call centre – 800 555
• Clinical reviews and Investigation through DOH’s official website - doh.gov.ae
You would need to have a UAE PASS to register the complaint.
According to the Department of Health, the customer will receive the complaint resolution through a telephone call, SMS or email.
According to the Ministry of Health and Prevention (MOHAP), the e-complaint system is live on their website, where people can register complaints related to private health facilities and their medical staff.
This is how you can register a complaint related to a MOHAP-licensed facility:
• Visit mohap.gov.ae and create a new account.
• Go to e-services
• Select ‘Complaints about private health facilities and their medical staff’.
• You will be asked to provide your full name, email address, phone number, Emirates ID and details of your complaint.
• Once you have provided all the details, submit the application.
According to MOHAP, you will then get an update on the status of your complaint through an email and SMS.