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Dubai - Dubai Health Authority's customer relations department recently received a delegation from the customer relations department of Dubai Municipality.
The delegation headed by Khalid Al Badri, director of customer relations at Dubai Municipality was received by Shaikha Ahmed Al Rahoomi, director of customer relations at DHA.
Al Rahoomi provided a detailed explanation of the various customer relations processes at the DHA and the two sides discussed cooperation through exchange-of-information.
Al Badri highlighted the importance of cooperation to ensure both sides benefit through knowledge transfer so that they can further implement processes that are aimed to provide customers in Dubai with high-quality of customer care services which is in line with the leaders of Dubai and the UAE.
Al Rahoomi highlighted that customer relations is at the heart of the DHA strategy 2013-2025 and that in the future the authority will undertake several initiatives to further enhance customer experience at DHA primary healthcare centres and hospitals.
Al Rahoomi provided an overview of the functioning of the DHA call centre and said that the 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.
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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 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
