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Dubai - His Excellency Humaid Mohammed Obaid Al Qatami, chairman of the board of the Dubai Health Authority (DHA), recently launched the Customer Service Charter for the DHA that aims to meet the needs of customers through provision of timely and efficient services.
The launch ceremony took place at the DHA headquarters and Al Qatami, senior DHA officials, doctors and nurses signed the charter to pledge their commitment.
Al Qatami stressed that excellence in services is a strategic priority for the DHA and a duty of all those working at the DHA. He said: " In our pursuit of excellence in customer service and to make an open and public commitment, we have developed a customer service charter. The charter reiterates our commitment to our customers as well as highlights their commitment to us."
He said the aim of the charter is to further raise the standards of excellence in the DHA in line with the global standards of service.
The charter also aims to meet customers' needs through speedy delivery and efficient service thus ensuring the highest levels of customer satisfaction.
It highlights the rights of the customers and stipulates that they will be treated with courtesy and respect, that they will have access to high standards of care and fair service, they will have access to accurate information etc.
The DHA's Customer Service Charter covers customer responsibilities towards the DHA such as mutual respect, provision of necessary documents, informing the staff of changes in their personal information etc.
In order to ensure all customer service officials as well as all DHA staff members are educated about the charter, the DHA customer service department will conduct several training programs. The training programs will be in-depth for all customer service officials and for the rest of the staff, DHA will invite them to attend educational seminars.
To educate customers, the DHA will display the charter and distribute brochures across all DHA facilities.
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About the Dubai Health Authority
The Dubai Health Authority (DHA) was created, in June 2007, by Law 13 issued by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, with an expanded vision to include strategic oversight for the complete health sector in Dubai and enhance private sector engagement. His Highness Sheikh Hamdan Bin Rashid Al Maktoum, Deputy Ruler of Dubai and UAE Minister of Finance is the President of the DHA and His Excellency Humaid Mohammed Obaid Al Qatami is the chairman of the board of the DHA.
The DHA's aim in Dubai is to provide an accessible, effective and integrated healthcare system, protect public health and improve the quality of life within the Emirate. This is a direct translation of the objectives of the Dubai Strategic Plan 2015 launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum. Keeping the strategic plan in mind, the DHA's mission is to ensure access to health services, maintain and improve the quality of these services, improve the health status of nationals, residents and visitors and oversee a dynamic, efficient and innovative health sector.
In addition to overseeing the health sector for the Emirate of Dubai, the DHA also focuses on providing services through DHA healthcare facilities including hospitals (Latifa, Dubai, Rashid and Hatta), specialty centres (e.g. the Dubai Diabetes Center) and DHA primary health centres spread throughout the Emirate of Dubai.
The main pillars of service delivery at DHA health facilities are quality, efficiency, patients and staff. It is our aim to maintain and improve the quality and efficiency of DHA health services. An important aspect of the service delivery strategy is to focus on patients, their needs and satisfaction as well as attract, retain, nurture and support outstanding staff.
Prior to the establishment of the DHA, the Department of Health and Medical Services (DOHMS), which was established in 1973, was the functioning authority that almost exclusively focused on health service delivery.
© Press Release 2015
