Complaints about private health
facilities and their medical staff
Sector Name Department
Name
Health Regulation Sector Empowerment & Health Compliance Department
Main Service Service Code
Control and Inspection 110-07-006-000
Complaints about
Sub Service private health Service Type
Type
facilities and
Variation Service their medical staff Transactional
Service
SDG Goals
Classification
G2C Good Health and Well-Being
Number of Registered
Transactions Users
336 3561
Service Description
This service enables community individuals to submit
Service Channels
complaints or comments about MOHAP-registered
private medical facilities or their medical or technical
employees in Sharjah and the northern emirates.
1. MOHAP Website.
2. MOHAP Smart Application.
3. Service Provision Centers
Target Audience
All community individuals receiving
health services in the private sector
of the MOHAP
Service Fees
Free
Service Accomplish
Time
60 working days
Relates Service
This service is not linked with any
service packages
Conditions and
Requirements
- Complaints may be submitted against health facilities in the private sector that are
licensed by the MOHAP. This includes private health facilities in the northern emir-
ates (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 custom-
er is directed to submit the complaint at the competent authority (the Economic
Department).
Required
Documents
Requirements for manual submission of a
complaint:
1. Fill in the complete data (complainant data -
patient data - complaint file) in the complaints Service Locations
system
2. Attach medical documents related to the 1. MOHAP website: www.mohap.gov.ae
patient's health condition (if any) 2. MOHAP Smart Application.
3. MOHAP Customer Happiness Center in the
representative office: www.mohap.gov-
.ae/ar/aboutus/Pages/CSC/Home.aspx
Procedures and
Steps
• Submitting a complaint. (Through the complaints system - representative
offices - call center)
• Communicating with the customer
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 regard-
ing the regulations and laws of the Ministry of Health and Community Pro-
tection.
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 Com-
mittee and sends it to the concerned parties.
FAQs
1. Who can submit a medical complaint?
A complaint may be submitted against any of the private health facilities of
the MOHAP, including private health facilities in the northern emirates (Shar-
jah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah). The complainant
will be referred to the health authority concerned in one of the health facili-
ties of Dubai and Abu Dhabi.
2. Can I make a complaint about health insurance or other financial
complaints?
The Medical Complaints Procedure System deals only with medical practic-
es. Complaints related to financial and insurance matters will not be consid-
ered as they fall under the jurisdiction of the consumer protection and
behavioral authorities (judicial bodies).
3. What happens after a complaint is submitted?
The Health Governance Officer will contact with the complainant to better
understand the complaint.
* In case of medical complaints:
- The patient's medical file will be requested by the private health facility
concerned with the medical complaint
- A technical committee composed of consultants from the same specializa-
tion as that of the complaint will be formed
- The Technical Committee's report will be presented to the Medical Liabilty
Committee for approval
- The decision will be sent to the complainant with the finding and the avail-
able options (reconciliation or justice)
* In case of administrative complaints:
- A contact with the private health facility will be initiated to settle the com-
plaint and resolve the issue amicably with the patient. If the health facility is
unable to settle complaints amicably, the matter will be presented to the
Medical Licensing Committee
4. 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.
5.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 judi-
cial authorities
Service Bundle
This service is not linked with
any package
