MoHAP releases new complaint system to report private health settings abuses

Dubai: The Ministry of Health and Prevention, MoHAP, has debuted its new E-complaint system to report private health settings abuses and to ensure that the medical and technical personnel of those facilities are playing their role in accordance with the policies and regulations of the private health sector.

The newly released system comes as part of MoHAP’s painstaking efforts to upgrade the quality of the health system, innovate smart solutions, and adhere to the implementation of quality systems.

The announcement was made on the sidelines of MoHAP’s participation in GITEX Technology Week, which is being held at the Dubai World Trade Centre from 6 to 10 December 2020.

With the new complaint system, dealing with the private-health facilities-related medical and administrative complaints has become easier than before, where the individual can track the status of his complaint until the final outcome which will be entered by the competent committee.

The new system allows the electronic transfer of medical records and files, something that ensures the ease of transferring data, files, and test results to the ministry while maintaining full confidentiality of data and information.

Furthermore, linking the new complaints system to the Medical Liability and Practice Control Committees helps improve the procedures for resolving complaints, with full access to data and information for more transparency and credibility. 

Enhancing compliance via innovative smart solutions

His Excellency Dr. Amin Hussein Al Amiri, the Assistant Undersecretary of the Ministry of Health and Prevention’s Public Health Policy and Licenses, said: “MoHAP’s new complaint system comes as part of its efforts to upgrade the quality of health system, innovate smart solutions, adhere to the implementation of quality systems to develop service and to actively take part in shaping public policies and strategies that bring joy to community members.”

“We are committed to providing flawlessly and strictly healthcare services and we are handling any medical errors or malpractices, if proven, with full transparency, thanks to the legislative system which set clear terms with regard to medical practices, as per the Federal Decree-law No. (4) of 2016 regarding Medical Liability,” Al Amiri underlined.

He added: “The requirements and standards followed by the Ministry when licensing private health settings, the periodic inspection campaigns, and the cooperation with the directors of those facilities  have made the number of complaints within the lowest global rates.” 

A neutral committee

Dr. Hessa Mubarak, Director of Health Empowerment and Compliance Department, “The new system is an important asset to the existing procedures, as it eases the handling of complaints for all stakeholders to achieve the health compliance of private medical facilities. It allows all the individuals, whether residents or visitors, to file a complaint on the private health facilities together with all the supporting evidence.”

“Consequently, a neutral medical committee called (the Medical Liability Committee) will be formed to investigate the incident and hear both parties, as well as assess the medical procedures followed by the doctor. A report, then, is submitted to the Medical Licensing Committee to take the appropriate action,” she explained.   

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© Press Release 2020