DHA launches electronic medical complaints portal.

10 December 2016

Dubai, United Arab Emirates: The Dubai Health Authority has launched a medical complaints portal, said a top health official.

The move from manual to an electronic complaints system will further enhance efficiency and is applicable for patients within the country and medical tourists.

Dr Layla Al Marzouqi, Director of Health Regulation and Dubai Medical Tourism Project at the DHA, said: “We already have a robust medical complaints procedure in place and the move towards an e-complaints system will further enhance efficiencies and streamline processes. Our aim is patient satisfaction and implementing mechanisms that ensure delivery of world-class healthcare in the Emirate and electronic integration for all our regulatory processes is an important criterion to achieve our goals.”

Patients can log onto www.dha.gov.ae and log into  the medical complaints portal option which has a separate tab for residents of the UAE and medical tourists.

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Fatima Al Mulla, Head of Clinical Governance Office at the DHA Health Regulation Department said that in case of any medical complaints regarding the treatment a resident or medical tourist underwent in Dubai – they can do the following

1.     Fill and submit the e-Complaint Form on the DHA Portal

2.     DHA documents the medical complaint(s) and provides a reference number

3.     DHA Health Regulation team reviews the patient’s medical file and prepares a case summary in the Complaint Review Form.

4.     DHA notifies the complainant and the facility acknowledging receipt of the medical complaint

5.     Clinical Governance Office will review the case summary and if necessary form a

Decision to form an investigation committee of at least three doctors (mainly consultants and specialist registrars)

6.     DHA receives and reviews the completed peer report and forwards it to the Medical Practice Committee for the final decision.

7.     DHA then notifies the complainant and healthcare facility on the outcome of investigation.

For further information, please contact:

Mahmoud Al Ali

Kamakshi Gupta and Noor Nazzal

Head of Media

Communications Analysts- Media Dept.

Dubai Health Authority

Dubai Health Authority

[email protected]

[email protected]  [email protected]

+9714 219 7260

+9714 2197455

About the Dubai Health Authority:

The Dubai Health Authority (DHA) was created, in June 2007, by Law 13 issued by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, with an expanded vision to include strategic oversight for the complete health sector in Dubai and enhance private sector engagement. His Highness Sheikh Hamdan Bin Rashid Al Maktoum, Deputy Ruler of Dubai and UAE Minister of Finance is the President of the DHA and His Excellency Humaid Mohammed Obaid Al Qatami is the Chairman of the Board and Director-General of the DHA.

The DHA’s aim in Dubai is to provide an accessible, effective and integrated healthcare system, protect public health and improve the quality of life within the Emirate. This is a direct translation of the objectives of the Dubai Strategic Plan 2015 launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum. Keeping the strategic plan in mind, the DHA’s mission is to ensure access to health services, maintain and improve the quality of these services, improve the health status of nationals, residents and visitors and oversee a dynamic, efficient and innovative health sector.

In addition to overseeing the health sector for the Emirate of Dubai, the DHA also focuses on providing services through DHA healthcare facilities including hospitals (Latifa, Dubai, Rashid and Hatta), specialty centres (e.g. the Dubai Diabetes Center) and DHA primary health centres spread throughout the Emirate of Dubai.

The main pillars of service delivery at DHA health facilities are quality, efficiency, patients and staff.  It is our aim to maintain and improve the quality and efficiency of DHA health services. An important aspect of the service delivery strategy is to focus on patients, their needs and satisfaction as well as attract, retain, nurture and support outstanding staff.

Prior to the establishment of the DHA, the Department of Health and Medical Services (DOHMS), which was established in 1973, was the functioning authority that almost exclusively focused on health service delivery.

© Press Release 2016