06 April 2015
Dubai - His Excellency Engineer Essa Al Maidoor, Director General of the Dubai Health Authority, recently inspected the Authority's 24/7 call centre.

The Authority expanded the working hours of the call centre on the  1st of March this year, making it a 24/7 call centre in order to provide customers with round-the-clock assistance.

Al Maidoor said that customer care is at the heart of the Dubai Health Strategy  2013-2025 and that the Authority has been actively undertaking several initiatives to further improve customer service. He added that the move to ensure the call centre functions round-the-clock is in line with the vision of His Highness Sheikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai and the Dubai Health Strategy 2013-2025.

Sheikha Al Rahoomi, director of customer relations at the DHA said that the customer centric approach will ensure callers have 24/7 access to get their queries resolved.

DHA's Call Centre was established in December 2011 and since then, until January 2015, customer service representatives have answered 450,000 calls. Call Centre agents are fluent in English, Arabic, Urdu/Hindi, Farsi and French.

Al Rahoomi said a majority of the queries pertain to licensing services, medical fitness services, complaints and suggestions, information with regard to health services as well as information about DHA's campaigns and events.

-Ends-

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 Dubai Health Authority and His Excellency Engineer Essa Al Maidoor is the Director-General 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