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How to file a Medical Complaint

How to file a Medical complaint?

 Any patient who got affected by a practice of a healthcare provider or the services received within a healthcare facility has the right to a medical complaint can be filed by a patient affected by the actions of a healthcare provider or the service received within a health facility.

A medical complaint can also be filed by 1st degree family member or Lawyer (provided they have a power of attorney).

Any person who received treatment in Dubai can file a complaint, whether they are residents of UAE or tourists visiting the UAE.

Who is considered a tourist in UAE?

A tourist is the person who is visiting UAE for a short term for the purpose of leisure, business or any other aims.

Who is a UAE resident?

A resident of UAE is either a citizen of the UAE or an expatriate living and working in the UAE, who holds a UAE resident visa.

What is the age limit to file a medical complaint?

Complainant should be 21 years or older to file a medical complaint. If younger than 21, legal custodian can submit the medical complaint on behalf of the complainant.

 Can a complaint be filed against a medical health professional or health facility anywhere in the UAE?

Medical Complaints can be filed only against medical health professionals and medical facilities located in Dubai and licensed by DHA.

Complaints about health professionals or facilities located in free zones, which include facilities in Dubai Healthcare City (DHCC), Jebel Ali Free zone Authority (JAFZA), and Ministry of Health (MOH) and outside of Dubai will not be accepted.

How to file a complaint against a medical health professional?

A complaint can be filed against a medical health professional by filling the Medical Complaints Procedure online (https://mc.dha.gov.ae/ar)

It is important to explain and be specific about the health professional you are complaining about. When filing the complaint, please make sure you include all supporting and required documents.

What is a medical complaint?

Medical complaint is a term of patient's dissatisfaction with a kind of service offered to him /her through a healthcare facility, which is licensed and practicing under DHA authority in the Emirate of Dubai. The authorization of medical complaints proxy includes all healthcare facilities practicing in Dubai excluding the authorities of free zones, DHCC and Ministry of Health.

Every complaint is handled seriously and subject to reviewing and auditing in a transparent and well-organized regime.

How to file a complaint against a medical health facility?

A complaint can be filed against a medical health facility by filling the Medical Complaints Procedure online (https://mc.dha.gov.ae/ar)

It is important to explain and be specific about the health facility you are complaining about. When filing the complaint, please make sure you include all supporting and required documents.

Can a complaint be filed against a medical health professional and medical health facility?

Yes, a complaint can be filed online against a medical health professional and medical health facility, on the following link: (https://mc.dha.gov.ae/ar)

What is the process of filing a medical complaint?

Filling up the Medical Complaint Procedure form via online on the following link. (https://mc.dha.gov.ae/ar) by answering a set of questions. Please note that the complaint will not be filed until the full form completed. 

Which complaints Health Regulation department will exclude?

Complaints about administrative (e.g. Late appointments, medical report issues, sick leave issues), financial, insurance or behavior-related /communication issues will not be accepted.

 What happens after filing the complaint?

Clinical Governance Office will then contact all the concerned who can provide information about the complaint. It may be necessary to review relevant parts of your healthcare records.

Complainant will then be informed if an investigation is required to resolve the case. Clinical Governance Office will notify the complainant in case of any delays.

How long does it take to resolve a medical complaint?

Clinical Governance Office will review the complaints case-by-case basis and aims to resolve each one as soon as possible. Given the fact that Clinical Governance Office will deal with patient care and all healthcare providers involved in the case, the timeframe depends on the complaint.

A complaint that requires extensive and detailed investigation may take time to be resolved, in order to ensure the interest of all parties involved.

What is malpractice?

Is an error occurs due to unfamiliarity of the practitioner with the technical aspects which each practitioner assumed to be familiar with, due to negligence, paying insufficient efforts or Failure to follow professional and medical assets.

A health professional and a medical health facility will not be liable in the following cases:

• The treatment resulted in a known side effect and complication

• The damage was sustained due to the patient's actions

• The physician followed a method of treatment other than the method followed in the same field of specialty but which is consistent with the recognized medical principles.

Where to submit non-medical related complaints?

Non-medical complaint can be submit any other complaints through Wasel Sotak (wasselsotak@dha.gov.ae)

What is MyID?

MyID enables customers to have one single sign-on to all the eServices provided by Dubai Government entities and interact with them using one account only. All customers of Dubai government entities can register in MyID service on its website https://myid.dubai.gov.ae




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