Complaints about private health facilities and their medical staff...

Service completion duration

45 days (according to complaint procedures) The time frame depends on the nature...

Service fees

Free

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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
Login to the MoHAP website or smart app using the UAE PASS, or visit customer happiness center/representative office.
2
Fill in the required data, and attach the supporting documents and submit the complaint (through the complaints system).
3
The customer is contacted to clarify and understand the details of the complaint and its classification.
4
In the case of administrative complaints:
- Sending an administrative report to the concerned health facility.
- Receive the response from private health facility through the system to verify the validity of the complaint.
- The concerned health facility is contacted to solve the problem amicably, or to take the necessary action in accordance with the Ministry's laws and legislation.
- In complaints related to inspection, and if the complaint is proven, the complaint file (including the inspection report) is transferred to the Health Practices Control Committee to take the necessary measures.
5
In the case of medical complaints:
- Request a medical file from the concerned health facility
- Send the medical file to the Medical Liability Committee.
- Set a technical committee by the Medical Liability Committee.
- Technical committee meeting.
- The Medical Liability Committee approves the report of the Technical Committee and it is sent to all concerned parties (the customer, the health facility, the concerned doctor and others) and the necessary actions are taken according to the complaint.

Conditions & Requirements

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
Complaints may be submitted by citizens and residents of the UAE
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
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

Who can submit a medical complaint?
A complaint may be submitted against any 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). The complainant will be referred to the health authority concerned in one of the health facilities of Dubai and Abu Dhabi.
Can I make a complaint about health insurance or other financial complaints?
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).
What happens after a complaint is submitted?
The Health Governance Officer will contact the complainant to clarify and understand the details of the complaints and their classification. 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.
How long does it take to resolve a medical complaint?
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.
What is the next step after obtaining the decision of the Medical Liability Committee regarding the outcome of the complaint?
The complainant has the right to use the committee's decision in the judicial authorities

Service completion duration

45 days (according to complaint procedures) The time frame depends on the nature of the complaint. Complaints may take an extensive and detailed investigation and for a longer time to ensure the interests of all parties and achieve the best results.

Service fees

Free

Service channels

MOHAP Website
MOHAP Customer Happiness Center in the representative offices
MOHAP Smart App
Customer Happiness Center - Dubai

Service locations

MOHAP website:mohap.gov.ae
MOHAP SmartApp
MOHAP Customer Happiness Center – Dubai
MOHAP Customer Happiness Center in the representative offices

Support

For support, contact us through:

E-Mail: info@mohap.gov.ae
MOHAP Call Center: 80011111

Payment channels

None - Service is free

Target audience

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

Resources

Sector name

Health Regulation

Main service

Control Audit and Inspection Department

Service Code

110-07-006-000

Service Classfication

Transactional

Related Services

This service is not linked with any service packages

Service Bundle

This service is not linked with any service packages

Number of Users

521

Number of Transactions

495

Notes

The service is limited to complaints submitted to private health and pharmaceutical facilities licensed by the Ministry of Health and Prevention
For any inquiries about the service kindly contact the representative offices - the call center

Video tutorial of applying for this service

View video

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).