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Frequesntly Asked Questions (FAQs):

New account and Sheryan system:

What is Sheryan?

Sheryan is the name given to the online application system for health facilities and healthcare professionals licensure by the Health Regulation Department (HRD) – Dubai Health Authority (DHA). 


How can I apply for a DHA License?

    • Visit the registration page and create an account (The user account will be rejected if you already have an account with DHA )
    • To view New Professional Licensing Process click here


I am not being able to login to my account, what is the issue?

The account will be locked after 5 unsuccessful login attempts. In this case, you can contact HRD support office at regulation@dha.gov.ae


I have forgotten my account password, how can retrieve it?

You can retrieve your password by using "forgot password" option at the account homepage. Password will be forwarded to the registered email address. In case you have forgotten your registered email address please contact the HRD support office at regulation@dha.gov.ae


I am not able to upload document/s?

Please check if the file size and format is as mentioned in the step of the application process.

Note: If you have any additional document that do not fit the description, please upload them in the "Additional documents" part.


I have encountered an error in my application, what shall I do?

You can contact HRD support office at regulation@dha.gov.ae (With a screenshot of the error plus the step at which the error was encountered).


I have started my application and uploaded the required documents, but only payment was pending, can I save my transaction and pay later?

Yes, you can. "Save as draft" option is available.


What are the payment channel available on Sheryan?

Only online payment through Credit Card (Visa or Master card), Direct Debit and eDirham is accepted.


I would like to cancel a transaction that I have paid for, how can I request for a refund?

Once the transaction fees is paid, the amount is non-refundable.


If there is an error in the payment process, what should I do?

If the payment process is not resolved within 12 hours of payment step, please contact HRD support office at regulation@dha.gov.ae


How can I track my application status?

You may track the application by its reference number (Format: DHA/LS/XXXXXX/XXXXXX) using the tracking option at your Sheryan account.

 

Can I edit my personal details after submitting my application?

Personal details must be filled accurately as per the passport because it cannot be edited after submitting the new license application and it will be the applicant's responsibility to provide the correct details. In case you notice an error, you may contact HRD support office at regulation@dha.gov.ae (With passport copy).


I have an Active DHA license, can I edit my personal details?

Healthcare professionals/ health facilities with active DHA licenses can change contact details, address and email directly through their Sheryan account.  Requests for changes of personal details such as name and passport details should be emailed to HRD support office at regulation@dha.gov.ae (With passport copy).


I have renewed my passport and I want to update the system with the new copy?

You can upload the new passport copy upon license renewal.


I have changed my nationality and I want to update the system with the new details?

Passport details (Old and new passport copies) should be emailed to HRD support office at regulation@dha.gov.ae

 

Healthcare Professional License

I would like to work in the Emirate of Dubai, how do I know if I am eligible for a DHA healthcare professional license?

To view the eligibility criteria, please check the Unified Healthcare Professional Qualification Requirements


I have an active Dubai Healthcare City (DHCC) license, am I eligible to practice under DHA?

Yes, you can apply for a part-time DHA license if you are a physician or a dentist. However, for other healthcare professional titles, DHCC license must be deactivated to obtain a DHA license.


 My title is not listed in the Healthcare Professionals Qualification Requirements document (PQR), what shall I do?

The titles listed in the Unified Healthcare Professional Qualification Requirements are the only approved for the healthcare professionals licensure by DHA / MOH and Health Department - Abu Dhabi.

Note: You may apply for the most relevant (Closest) title to your qualification and experience and DHA shall review your eligibility for that title.


 What if I apply for more than one title in the application?

DHA will select one of those title and you may add the second title once your license is activated.

 

Is the high secondary school certificate (As per my country specific education) required for the application process?

Yes, it is mandatory to upload it in the application unless your qualification is a BSc or higher.


Do I have to attest my certificates from UAE embassy in my country?

No, you are not required to attest any documents as DHA will independently verify all required credentials.


I am having a gap for more than two years in my practical experience. Am I eligible to apply for a DHA license?

A minimum of 6 months of training and a specific number of CME is required to complete the process. For details please refer to the Unified Healthcare Professional Qualification Requirements.


When am I required to submit a medical fitness certificate?

You are required to upload a medical fitness certificate in your application, in the following scenarios:

o   If you are 65 years of age or older.

o   If you have any physical, mental or emotional condition which may impair your ability to render professional services.

Note: medical fitness certificate that is issued by one of the medical fitness centers run by DHA.


I am trying to submit my application; however it is still pending in the account, what is the issue?

Ensure that you have agreed to the terms mentioned in the last step of the application (By ticking the relevant box). Also, ensure that the dates listed are correct (For e.g. 31/04/2016 is wrong as April only has 30 days).


After payment for my new professional license application, when will it be reviewed?

DHA will revert with an approval or comment within a maximum period of 4 weeks.

Note: You will receive one feedback from DHA if any document/s or information is required. However, if you fail to provide the requested document/s or information in your 2nd submission; the application will be rejected and you may apply again (Using the same account, with payment)


How long do I have to resubmit the requested documents / information?

You have a maximum of 3 months to resubmit the required documents / information beyond which your application will be cancelled.


What is the validity of the eligibility letter?

Eligibility letter is valid for one year, from the date of issuance. Once the Eligibility expires, applicant may apply again (From the same user account) once the earlier application is rejected.

Notes:

The applicants who passed the DHA Assessment will be issued an Eligibility Letter which is valid for one year, however the validity of the assessment result will be valid for (5) years provided they meet the following criteria.

    • To apply for new application
    • They meet the Unified Healthcare Professional Qualification Requirements at the time of re-applying for the Assessment Exemption.
    • PSV results are positive, in case additional documents are added for verification / validation.
    • They meet any new criteria as set by DHA at the time of application.


Once the eligibility letter is issued, can I start practicing?

A DHA license is required to practice, it will only be issued when the applicant is accepted to work by a health facility. After the eligibility letter is issued, you must upload a copy of the offer and medical malpractice insurance to proceed into issuing the license.


I am unable to find the name of the health facility in the step of uploading the offer and medical malpractice insurance, what shall I do?

Please ensure that the service related to your specialty is available in the hiring facility.


I did not receive my license card although it has been issued more than 5 days ago. What do I do?

Please email Zajel customer care office on info@zajel.com or to contact their toll free 80021111


What is the validity of DHA license?

The DHA license is valid for 1 year, applicable for renewal within 3 months of its expiry.


My license has expired for over 6 months. How can I renew it?

First, you must apply for "Cancel Professional License" and pay the applicable fees then apply for a "New Professional License" from the same user account.


Who can apply for DHA part time license?

Only Physicians and Dentists can apply for part time license (When applying for a part time license your full time license should be valid for a minimum of 3 months).


How many part time licenses can be granted for Physicians and Dentists in addition to their full time DHA license.

    • General practitioner and general dentist: Maximum of one part time license.
    • Specialist physicians and dentists (Non-surgical specialties): Maximum of two part time licenses.
    • Specialist Physicians and dentists (Surgical Specialties): Maximum of four part time licenses.
    • Consultant Physicians and dentists: Maximum of four part time licenses.
    • Registrar and undersupervision specialist physicians and dentists: Maximum of one part time license.
    • Specilaist or Consultant in the position of Medical Director: Maximum of two part time license.


In case of cancellation/ transferring / revocation/ suspension of my full time DHA professional license, what will happen to my part time license?

All part time licenses will be cancelled upon full time license cancelation/ transferring/ revocation/ suspension.


Where can I find details about different healthcare professional license processes?

Please check the following link for related information click here

 

Primary Source Verification (PSV)

What is Primary Source Verification (PSV) as mentioned in the application? 

PSV is the process by which DHA verifies the validity / genuineness of the submitted documents, at the their sources. The PSV process currently run through an organization called Dataflow & all payments pertaining to PSV is made to them.

Note: If you do not have a PSV report at the time of applying; please choose to leave that part empty.


How long will it take for the issuance of the PSV report?

It takes, up to 4-8 weeks to receive the PSV report according to sources accessibility and cooperation .


How much is the PSV fee?

o   Physicians/Dentists AED 1235

o   Others AED 935

o   Extra Document AED 300

o   Report Transfer AED 100


How can I pay for PSV?

All payments towards PSV must be made online, through PSV payment link. This will be sent to the applicant's email once credentials are approved.

Note: the payment link does not get activated immediately, may take up to 48 hours to show the fee.


How can I get my PSV report?

You can request your PSV report by visiting Dataflow website on www.dataflowgroup.com


I was requested by DHA to re-verify a certain document, how can I do it?

You need to contact Dataflow at www.dataflowgroup.com and initiate the re-verification process.

 

Assessment

What is a Prometric assessment?

DHA conducts Computer Based Testing (CBT) as a mode of assessing the professional applying to practice in the emirates of Dubai. DHA runs its CBTs through a recognized global leader in technology-enabled testing, called Prometric. Prometric, with its centers across the globe, enables professionals of certain specialties to attend the assessment from their home country.


Where does Prometric have their Test centers?

Prometric has 8000 test centers in over 160 countries. Please visit www.prometric.com to find the closest center to your location.


If my specialty is not listed in Prometric exam list, what will be the mode of my assessment?

For all specialties that are not available through Prometric an oral assessment will be conducted, in Dubai, by an expert panel of DHA licensed healthcare professionals.


Does DHA provide study references?

DHA does not provide any references for (Oral Assessment). However, for Prometric exam, some specialties references are available on Prometric website www.prometric.com


My name is not as per my passport in Prometric website, what shall I do?

Please send an email along with a copy of your passport and reference number to regulation@dha.gov.ae 


I have done the PSV payment, when will my eligibility number be activated?

The eligibility number will be activated within 3-5 working days.


My eligibility number does not exist, what shall I do?

Please send an email along with a copy of your passport and reference number to regulation@dha.gov.ae


There are no available dates for assessment, what shall I do?

Please send your concern to regulation@dha.gov.ae


How can re-schedule my Prometric assessment?

Reschedule is done through Prometric website www.prometric.com

5 days prior to the assessment, additional charges will be requested.

Less than 5 days prior the assessment, the applicant is required to repay the full testing fees


How can re-schedule my oral assessment?

Send email to regulation@dha.gov.ae

o   5 days prior to the assessment, no additional charges will be requested.

o   Less than 5 days prior the assessment, the applicant is required to repay the full testing fees


How do I obtain the result of my exam?

A notification will be sent to your email. If passed successfully, an eligibility letter will be issued.

Note: Notification of the result (pass or Fail) and no further details (such as, score) will be provided.


If I failed the assessment, when can I appear for a second chance?

There is no grace period to take another assessment.  You may re-apply again once the first application is completed.


If I failed the assessment, how can appear for another exam?

You must apply for a "new Professional License" from the same user account and once the application reaches the assessment step, a new booking must be done.


How can I know if I am exempted from assessment?

All assessment exemptions are listed in the Unified Healthcare Professional Qualification Requirements and in the Exemption from Assessment and Examination Policy.

 

Good Standing Certificate (GSC)

What do you mean by Good Standing Certificate (GSC) or equivalents?

Good Standing certificate is a certificate issued by the Medical Council / Regulatory body, confirming the healthcare professional Good Standing (Lack of any malpractice) of his/her recent practice.


What is the validity for a Good Standing Certificate (GSC)?

Good Standing Certificate is valid for 6 months, from the date of issuance unless stated otherwise

 

The DHA good standing certificate is issued but I did not receive a copy, what shall do?

The letter is forwarded to the registered email address in your Sheryan account. If you wish to change the email address, please contact regulation@dha.gov.ae requesting the same.

 

I have paid the good standing certificate fee and have been waiting for a long time but still did not receive it. What shall I do?

Please check with the medical director, as the application might be pending in their account for approval on the application to proceed.

 

My license has been cancelled during my good standing certificate application (after paying the required fee), what shall I do?

Since the application is cancelled automatically when the license is cancelled. You should apply again (for the same type of good standing letter) and not proceed to payment, then contact regulation@dha.gov.ae to do the necessary for the new application.

 

I am a DHA government staff applying for a good standing certificate but it has been pending for a long time after payment, what is the issue?

The application will not be processed until you submit a copy of the good standing certificate form (available with hospitals coordinators). The filled form must be forwarded to GSC@dha.gov.ae

 

My license status is revoked/ suspended; can I apply for a good standing certificate?

Yes, you can do so manually (must visit the office to finalize the payment). However, the letter will not be issued as "good standing certificate" but as a "letter of current status" instead.

 

Can the good standing certificate be sent abroad?

Yes, only by email (provided by you).

However, if it must be mailed, we shall provide a stamped envelope with the letter that can be forwarded by courier (arranged by yourself).

 

Sick leaves

Can we issue online sick leave to patients after days/ months in case the patient forgets/ misses to request for it, on their consultation day?

Issuing retrospective (Back-dated) sick leaves is not acceptable.

 

Patients who are admitted in the facility cannot be issued a sick leave, on the day of admission. Can the sick leave be issued on the day of discharge?

Yes, sick leaves for patients who are admitted can be issued upon their discharge however, it should include the following information: Admission date, Discharge date and any sick leaves to follow.

 

If a patient were to visit the Emergency ward night, can the facility issue a sick leave for the day?

Issuing retrospective sick leaves is not acceptable.

 

Quality Assurance Section

What is the purpose of health facility inspection?

The purpose of on-site inspection of licensed health facilities is to determine the level of compliance with Dubai Health Authority (DHA) regulations and standards

Inspection makes an important contribution to the improvement of delivering of healthcare services and provides assurance to the public on the safety of those services in the Emirate of Dubai.

 

What are the types of inspection?

o   Initial Inspection-

A review of the architectural floor-plan submitted to Health Regulation Department (HRD) to determine the design suitability compared to DHA health facility regulations. An onsite visit might be conducted if needed and an initial approval letter will be issued following this inspection but it does not allow the health facility to be operational yet.

o   Final Inspection-

It is a scheduled pre-operational on-site inspection conducted by HRD health inspectors and/or relevant expertise to determine compliance of the new health facility with DHA regulatory standards to give the final approval for the health facility to start its operations once the license is issued.

o   Random Inspection-

An unannounced on-site visit to an established and DHA licensed health facility in order to identify compliance to the DHA standards.

 

What types of health facilities are inspected?

All DHA licensed health facilities including but not limited to: Hospitals, Day Surgical Centers, outpatient care facilities (general, specialty Clinics, and Polyclinics), Physiotherapy Centers, Diagnostic Imaging Centers, Optical Shops, Pharmacies, Medical Laboratories, Home Healthcare Centers, Private Schools' Clinics &Medical Spa, etc.

 

Are HRD Health Inspectors authorized to conduct the inspection?

Yes, Health Inspectors are given the right to conduct various inspections through the delegation of authority issued by the Director General of DHA and Ministry of justice as Bailiffs Juridical Officers.

 

How many Health Inspector should I expect on site?

There will be a minimum of two Health Inspectors or an Inspection Committee consisting of multi sector specialists.

 

How frequently will my facility be inspected?

For facilities other than hospitals, you should expect to receive a minimum of two on-site visits per year. However, the Inspectors shall decide upon the time interval between visits based on the outcome of the inspection.

 

Will the on-site visit be planned with the service provider?

o   Yes, if the service provider has applied for initial or final inspection or in case the licensed facility is going to be visited by Weyak team.

o   No, if the health facility is already licensed by DHA, the Health Inspectors shall conduct unannounced (random) visits.

 

What shall I expect from the visit?

o   Health Inspectors make objective judgments based on DHA regulations and provide constructive recommendations after the inspection process

o   Judgments are based on impartial evidence whether quantitative or qualitative

o   Pictures may be taken for evidence

o   Inspectors may request any document related to the inspection process

o   Electronic Quality Assurance Field Report will be generated at the end of the process


What is expected from the health facility management?

o   Health facility management shall comply with DHA health standards

o   Co-operate with the inspectors during the visit

o   Avoid giving misleading information and false statements, which may lead to legal action against the individual or facility

o   The on-duty facility representative shall officially sign and stamp the Electronic Quality Assurance Field Report

o   Respond to the outcome of an inspection according to the specified period by HRD

 

What happens in case non-compliance was identified?

Non-compliances shall be documented and informed to the facility representative through the Quality Assurance Field Report.

A follow-up visit will be conducted to check if corrective actions are taken.

 

Where can I access to the Quality Assurance Field Report?

The Quality Assurance Filed Report will be found under the facility details icon available in the facility online account (Sheryan).

 

What is considered a violation?

All violations are listed in Decree of the Executive Council No. (32) Of 2012 concerning The Regulation of Practicing Health Professions in the Emirate of Dubai

 

What happens in case a violation was issued to my facility?

o   If the violation is accepted; you must pay the fine immediately.

o   If you do not approve the decision made by the inspectors; you can appeal in accordance with Article No. (22) The decision of the Executive Council No. (32) For year 2012 on the organization of practicing health professionals in the Emirate of Dubai.

Any interested party may appeal against the decisions and actions taken against him and during (30) thirty days from the date of notification of the decision or aggrieved procedure it.

 

Can we apply for installment?

Yes, but based on the rules of the Executive Council Resolution No.(47) of year 2014 for fine installment entitled for governmental Sectors in the Emirates of Dubai.

 

What are the consequences if my facility has been violated and I did not pay nor appealed within 30 days?

Your health facility online account (Sheryan) will be blocked and you will not be able to perform any transactions until you settle the amount of the violation. The Legal Affairs in DHA will take the necessary action(s).

 

How shall I appeal?

Submit official request of appeal through following email address:  Appeal.hrd@dha.gov.ae

 

When and how will I receive a reply for my appeal?

A decision regarding an appeal is made by the appeal committee within (30) days of receiving the appeal letter. The decision of this committee shall be final in accordance with Article No. (22)/ Decision of the Executive Council No. (32) For year 2012.

A notification letter concerning the decision for appeal will be sent to the concerned facility via fax or email.

 

Do I need to inform HRD of any changes in the health facility?

Yes, the facility is required to submit an application thirty (30) days prior to any changes.

Changes include:

o   Ownership

o   Medical Director

o   Name of facility

o   Adding service specialty

o   Removal of service specialty

o   Cancellation of license

o   Location

o   Internal modification of facility design/services

 

I plan to close the health facility, should I inform HRD?

Yes, you must submit a request with owner's signature for cancellation of the license thirty (30) days prior to closure.

 

What other services do Quality Assurance Section provide?

o   Providing drugs registers and pads for Controlled Drugs (CD) and Semi Controlled Drugs (SCD)

o   Receiving requests for medication disposal and CD/SCD medication transfer

 

Which health facilities need to obtain drug registers for Controlled Drugs (CD) and Semi Controlled Drugs (SCD)?

Required from all facilities keeping stock of CD and/or SCD in the premises.

 

What are the types of available registers?

There are two types:

o   Controlled Drugs (CD) registers

o   Semi Controlled Drugs (SCD) registers


What are the requirements for requesting drug registers for Controlled Drugs (CD) and Semi Controlled Drugs (SCD)?

Request must be submitted as a letter containing the following:

o   Type and registers quantity

o   Name of authorized staff who is going to collect the drugs and a copy of their emirates ID

o   Request must be signed by the Medical Director and stamped with the facility stamp

 

How much does the register cost?

Each register book costs 300 AED plus the 10 AED knowledge Fee and 10 AED innovation Fee.

 

Do we need to return used register to HRD?

No, however, used registers must be kept in the facility for 5 years.

 

Which facility need to obtain Controlled Drug Pad?

All facilities with doctors that prescribe CD can request to obtain the Pads.

 

What are the requirements for requesting CD Pads?

Request must be on a facility head letter and contain the following:

o   Number of pads

o   Name of authorized staff who is going to collect the drugs and a copy of their emirates ID

o   Request must be signed by the Medical Director and stamped with the facility stamp

 

How much does the pad cost?

Each pad costs 50 AED plus the 10 AED knowledge Fee and 10 AED innovation Fee.

 

Do we need to return the used pads?

Yes, used pads must be submitted to QAS to review the Pad and give recommendations if found.

 

How can we apply for medication disposal?

You have to contact NCDreport@dha.gov.ae and they will inform you with the process details.

 

How can we apply for drug transfer and is it applicable between facilities?

You have to contact NCDreport@dha.gov.ae and they will inform you with the process details.

Transfer is applicable between facilities that are under the same ownership only and for CD/SCD.



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