DHA launches electronic medical complaints portal.

Dubai, United Arab Emirates, December 10, 2016:  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.

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.