Complaints about private health facilities and their medical staff

Service completion duration

  • 45 days (according to complaint procedures)

Service fees

Service Rating

Average Rating : From 0 users

About the Service

This service enables community individuals to submit complaints or comments about MOHAP-registered private medical and pharmaceutical facilities or their medical or technical employees in Northern Emirates (Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah)

Service Process

  • 1
    Submitting a complaint. (Through the complaints system - representative offices - call center).

    • 2
      Communicating with the customer.

      • 3
        In the case of administrative complaints:

        • Request an administrative report in case of administrative complaints.

        • Receive the facility's response through the system to verify the terms of the complaint or communicate with the concerned health facility to resolve the issue amicably.

        • In the complaints related to inspection, the inspection report shall be sent, if the complaint is proven, to the Health Practices Control Committee for the necessary action.

        • Request the inspection department report in case of a complaint regarding the regulations and laws of the Ministry of Health and Community.

      • 4
        In the case of medical complaints:

        • Request a medical file in case of medical complaints

        • Send the medical file to the Medical Liability Committee

        • Formation of a technical committee by the Medical Liability Committee.

        • Technical committee meeting.

        • The Medical Liability Committee approves the report of the Technical Committee and sends it to the concerned parties.

      Conditions & Requirements

      1. Complaints may be submitted against health and pharmaceutical facilities in the private sector that are licensed by the MOHAP. This includes private health facilities in the northern emirates (Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah). Complaints against medical facilities located in the Emirate of Dubai or the Emirate of Abu Dhabi should be channeled through the authorities concerned

      2. Complaints may be submitted by citizens and residents of the UAE

      3. A complainant should be a mentally sane adult above the legal age (21 years) or, alternatively, should the patient be unable to submit their complaint in person, the complaint may be submitted by the patient's guardian, family member or any person holding power of attorney to act on his or her behalf

      4. Complaints related to financial and insurance matters are not received, the customer is directed to submit the complaint at the competent authority (the Economic Department).

      FAQ’s

      1. A complaint may be submitted against any of the private health and pharmaceutical facilities of the MOHAP, including private health facilities in the northern emirates (Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah). The complainant will be referred to the health authority concerned in one of the health facilities of Dubai and Abu Dhabi.
      2. The Medical Complaints Procedure System deals only with medical practices. Complaints related to financial and insurance matters will not be considered as they fall under the jurisdiction of the consumer protection and behavioral authorities (judicial bodies).
      3. The Health Governance Officer will contact with the complainant to better understand the complaint. The concerned department communicates with the private health facilities to receive the relevant medical documents. Follow-up by the department with the Medical Liability Committee to study the complaint and coordinate the meetings of the technical committee.
      4. The time frame depends on the nature of the complaint. Complaints may require an extensive and detailed investigation to ensure that all parties get the best results.
      5. The complainant has the right to use the committee's decision in the judicial authorities
      Service completion duration
      • 45 days (according to complaint procedures)
      Service fees

      Free

      Service channels
      • MOHAP Website

      • MOHAP Mobile App

      • MOHAP Customer Happiness Center in the representative offices

      Payment channels
      • E- Payment

      Target audience
      • All community individuals receiving health services in the private sector of the MOHAP

      Department name

      Control Audit and Inspection Department

      Sector name

      Health Regulation Sector

      Main service

      Control Audit and Inspection Department

      Service Code

      110-07-006-000

      Service Classfication

      Transactional

      Service Type

      Government to Customer

      Sub Service Type

      Variation

      Service Bundle

      This service is not linked with any service packages

      Number of Users

      336

      Number of Applications

      3561

      Required Documents
      • Requirements for manual submission of a complaint:

        • Fill in the complete data (complainant data - patient data - complaint file) in the complaints system.

        • Attach medical documents related to the patient's health condition (if any).

      Sustainable Goals
      Good Health And Well-Being

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