08 March 2015
Dubai - A ten member team comprising of senior DHA officials has been formed under the instructions of His Excellency, Engineer Essa Al Maidoor, Director-General of the DHA, to study the customer services systems of the Dubai Health Authority.
 
Jassim Al Awadi, CEO of Shared Support Services Sector at the DHA and chairman of the committee, said: "In line with the directions of the DHA's Director-General, we will prepare a list of all the customer service procedures and policies that are applicable at the DHA and after through study of international best practises in the field, we will tailor-make our customer services in a manner that will help us further improve customer satisfaction."

Sheikha Al Rahoomi, Director of Customer Relations at the DHA and vice-chairperson of the committee, said: "Customer satisfaction is at the heart of the DHA's Dubai Health Strategy 2013-2025 and while we have implemented several initiatives to raise the bar in terms of customer care, the purpose of this team is to provide holistic solutions that can be implemented across all DHA health entities and administration departments."

She added that patient satisfaction  or customer satisfaction in a healthcare setting includes everything from signage, to front desk reception services and waiting time as well as prompt patient information and the DHA will consider all these parameters before developing a comprehensive plan to further improve its customer services.

-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