Online now the only way to file patient complaints: DHA

The Dubai Health Authority pavilion at Gitex Technology Week.- Supplied photo

The Dubai Health Authority (DHA) has processed 300 patient complaints since the beginning of the year. And from now, the complaints service will be fully automated to save time for patients.
On the sidelines of Gitex Technology Week, Waleed Al Dhuhoori, head of application development, IT department at DHA, said its Health Regulations Office in Deira would no longer be taking manual applications regarding patient grievances.
"Instead, patients will fill out the five-step medical complaints application on the DHA web portal. It will save time for patients as they no longer have to travel to a centre to file a complaint."
Speaking about the nature of complaints most commonly filed by patients at DHA health facilities, he said the top of the list includes "malpractice regarding operations and extreme side effects to treatment or medications".
Although the medical complaints procedure is already active online, Al Dhuhoori confirmed that it will now solely function as a fully automated service, meaning tourists can file complaints from overseas, without having to visit the DHA centre.
Open to both UAE residents and tourists, complainants will fill out a five-page application form noting the nature of the complaint, the date in which the incident took place, along with uploads of relevant medical documentation. UAE residents will be required to upload their Emirates ID, while tourists who underwent medical treatment here will be required to upload a copy of their passport.
Complainants are advised that the maximum length between the time of the incident and the time of filing the complaint is three years, and applications can take up to six months to process, "depending on the nature of the case".
Once a complainant has filed a medical complaint application, the DHA will inform the other party (whether it be a medical professional, a medical facility or both), and they will be given five working days to respond.
"If the DHA and/or the complainant is happy with the resolution, the case will be deactivated. If not, then we will consult a medical specialist, someone who is related to the field of the complaint. For instance if it is a dental complaint, we will consult a specialist from the dentistry field," Al Dhuhoori said.
A committee will then be formed, consisting of three consultants or specialists, to review the case further.
Following that, the case will be forwarded to a malpractice committee, which will then finalise the result of the complaint and forward a penalty recommendation to the DHA.
"I want to clarify why it can take up to six months to process a complaint. Depending on how far the complaint goes, we will have to establish a review panel to look at the case. These committees will not be pre-set, so that takes time," he said. 
kelly@khaleejtimes.com