Customer Suggestions

MOHAP Policy for Handling Suggestions

Ministry of Health & Prevention is committed to achieve customers' happiness and provide them with outstanding services according to their needs and expectations. MOHAP also believe that customer ideas and suggestions are opportunities for improvement. To achieve this, the Ministry of Health and Prevention provides its customers with an integrated system through which they can submit their suggestions, taking into account its ease of use, impartiality, and maintaining the confidentiality and reliability of the information provided by customers.

MOHAP customer suggestions handling is aligned with MOHAP organisation wide Innovation Strategy, and will analyse and assess all customer suggestions and ideas and will use it for continuous improvement.

Available channels to submit suggestions (how can customer submit their suggestions)?

MOHAP welcomes your ideas and suggestions through one of following channels:

Channel	Clarifications
UAE Federal Feedback Gate	It is the official and unified gateway for submitting suggestions of the UAE Federal Government, and customers can submit complaints, suggestions, or Compliments through this gate and can follow the its status electronically. To submit a suggestion through this channel, it is required to do it according to the following steps: Registration freely on NCRM website in case you are new user. Enter your information in the custom fields on the registration form. After completing the registration procedure, you will receive an e-mail or text message with details of your username and password. Keep the username and password to access the site in the future. After accessing the website, you will be able to participate in any of the following types of records (suggestions, Inquiries, observations, Compliments) after filling all the fields. After finishing all of the above, you will receive the register number via e-mail or text message. You can track the status of your record in the website, call center, or personally visit any customer service centers.
Email Address info@mohap.gov.ae	By using this channel, you can send your suggestions via e-mail to "info@mohap.gov.ae" clarifying the nature of the suggestion. MOHAP staff will register it and reply to you within a very short period.
MOHAP Call Center 80011111	You can submit your suggestions by calling the toll-free number (80011111) and Call Center's staff will take details of your issue and record it, and then proceed with the implementation procedures.
Customer Happiness Centers	You may visit any of the MOHAP customer Happiness centers and go to the staff of customer care and record your suggestions through them.
Self Service Counter	These devices are located in some of the Customer Service Centers through which you can register suggestions and follow the same special procedures to register through the UAE Federal Gateway "NCRM".
MOHAP Social Channels	You may alternatively send your suggestions through MOHAP social network that are available on Facebook, Twitter, Instagram and LinkedIn.
Live Chat	You may also record your suggestions/ Ideas through the live chat that is available on the website.
Minister Gate	Located at MOHAP website, through which customers can access it to register their suggestions/ideas and MOHAP team will communicate with them to process their suggestion. Click here

Kindly keep following new updates regarding the new channels.

Suggestions Handling Procedures

MOHAP applies the following procedures in handling customer suggestions:

Procedure	Clarifications
Receipt of suggestion (idea)	The suggestion (idea) is received by the customer care staff who record it in the suggestions system, and then the customer will be acknowledged that his/her suggestion is received.
Initial Assessment of the suggestion (idea) and adequacy of information	The customer care staff assesses the suggestion, classify it, and transfer it to the specialized business unit within MOHAP.
Analyzing and assessing the suggestion (idea)	The customer Care staff analyzes the suggestion (idea) with the concerned business unit, investigate its feasibility, benefits, and impact, make a decision, and communicate the action to the customer.
Suggestion (Idea) Implementation	Once the complainant accepted the proposed action, the complaint will be closed and short-term and long-term actions are made to assure the reoccurrence.
Honouring the best Suggestion (idea)	MOHAP will identify all suggestions (ideas), assess the best, and then honouring the customers who submit the best ideas.

Frequently Asked Questions (FAQs)

Can I make a suggestion to the MOHAP?

Yes, you can make a suggestion to any business unit. MOHAP has clear suggestions handling policy, involving analysis and investigations of suggestions are clear mechanism to assure implementation. You can make a suggestion through one of the following channels:

UAE Federal Feedback Gate
Via - Email Address: info@mohap.gov.ae.
MOHAP Call Center: 80011111
All MOHAP Customer Happiness Centers.
Self Service Counter devices available within some of the Customer Happiness Centers.
MOHAP Social Media Channels
MOHAP Live Chat
Minister Gate

What guarantees impartiality in analyzing the suggestions (ideas)

MOHAP has allocated special customer care staff members who are mainly responsible for following the needs of the customers and handling their suggestion. Please note that the customer care staffs are completely independent of the business units who are providing services and are fully supported by highest authority in MOHAP.

Are their specific timeframes to respond to suggestions?

Yes, MOHAP is committed to specific timeframe to respond to suggestions as per the following key performance indicators:

Key Performance Indicator	Target
Time required to make decision of normal suggestion	14 working days
Time required to make decision of complicated suggestion	30 working days

To submit a suggestion (idea), does it require the customer to give further details "name, address and other"?

To submit a suggestion (idea), it is not necessary to record customer name or his/her phone numbers. However; it is preferable to provide any communication channel in case there was a need for further inquiries and explanations about the nature of the suggestion (idea), knowing that the suggestions (ideas) are handled by independent staff and are considering the utmost confidentiality with the maximum objectivity and accuracy.

What guarantees are in place to assure the non-disclosure of the suggestion and losing the suggestion rights?

MOHAP is implementing an integrated suggestion handling system, and as part of this system all customer care staff members are required to adhere to "Confidentiality Pledge", and staff involved in customers suggestions handling system are continuously monitored.

May MOHAP reject a suggestion (idea)?

MOHAP study and analyze all the submitted suggestions, and its compatibility with the laws and regulations. Suggestion may be rejected if it leads to negative consequences on the institutional work. In case the submitted suggestion (idea) is already under implementation or it has been submitted by another customer or a MOHAP staff.

What are the languages used to submit suggestion?

Customers can submit their suggestions (ideas) to MOHAP using Arabic or English languages, and MOHAP will be using other languages in the near future.