The UAE has implemented numerous consumer protection laws to guarantee safety for both residents and visitors, including those pertaining to public medical facilities. Multiple government entities facilitate the process for patients or their relatives to lodge complaints against these facilities or the professionals involved. These complaints can be filed even in cases where the patient has died due to alleged malpractice. Some emirates offer dedicated portals, while others utilize government platforms, allowing customers to complete the entire process online without physical presence. Throughout the process, customers receive updates via SMS and email. If dissatisfied with the initial decision, the complaint can be escalated to a higher authority for reevaluation.
Here's how individuals can file a complaint against a public health facility in the UAE. The Emirates Health Services (EHS) serves as a centralized platform for public health centers across the UAE. To register a complaint, applicants must first sign up on the EHS website and navigate to the 'submit medical complaint' section. They must then complete and submit the complaint form with all necessary details. The facility where the treatment occurred will be contacted, and the complainant may be asked to provide additional medical reports. A hearing will be scheduled where the defendant will be summoned. After the committee's discussion, the complainant will be notified of the investigation status and the committee's decision, followed by necessary actions against the defendant.
Requirements for submitting a complaint include filing within three years of the incident, and if the patient is unable to file, it can be done by parents, first-degree relatives, or an assigned person. Complaints must be submitted digitally with attached medical reports and a clear statement of the complaint's cause. If filed by relatives, an ID proving the relationship with the patient is required. The complaint should clearly state the patient's name, the health facility's name, and the medical staff involved. The service may take up to 12 weeks, depending on the complaint type, and is free of charge.
In Abu Dhabi, residents can file complaints or request investigations through the Department of Health's website. Required documents include a complaint form, Emirates ID of the complainant or the person filing the complaint, a death certificate if applicable, a medical report, and a legal power of attorney. The process involves creating an account, submitting the application and required documents, and receiving an email notification, all at no cost. Residents can also use the capital's TAMM platform.
In Dubai, residents can file complaints through the Dubai Health Authority via various channels such as the authority's website, email at cg@dha.gov.ae, social platforms, or by calling the toll-free number. For complaints across the UAE, residents can contact the Ministry of Health and Prevention through platforms like the UAE Federal Feedback Gate, email at info@mohap.gov.ae, the call center at 80011111, customer happiness centers, social media platforms, self-service counters, or live chat.
