Complaints Procedure

1. Definitions

For the purpose of this policy, the following terms shall have the following meanings:

• Complaint: An expression of dissatisfaction made by a patient or their representative regarding the care or service they have received from the clinic.
• Complainant: The patient or their representative who has made a complaint.
• Complaints Officer: The designated person responsible for managing complaints within the clinic.

2. Making a Complaint

Patients or their representatives may make a complaint by contacting the clinic in person, by phone, by email, or in writing. The Complaints Officer will provide the complainant with a Complaints Form to complete, which will gather relevant information about the complaint.

3. Acknowledgement and Investigation

Upon receipt of a complaint, the Complaints Officer will acknowledge the complaint within 5 working days. The Complaints Officer will investigate the complaint and may request additional information from the complainant or other relevant parties.

4. Resolution

The Complaints Officer will aim to resolve the complaint as quickly as possible. The Complaints Officer will provide the complainant with a written response outlining the outcome of theinvestigation and any actions taken to address the complaint.

If the complaint cannot be resolved,  the Complaints Officer will provide the complainant with a written update on the progress of the investigation and the expected timeframe for resolution.

5. Escalation

If the complainant is not satisfied with the outcome of the investigation or the actions taken, they may request that the complaint be escalated to a senior member of staff. The senior staff member will review the complaint and provide a written response to the complainant..

6. Review by External Body

If the complainant is not satisfied with the response from the clinic, they may contact the Dubai Health Authority (DHA) to request a review of the complaint. The DHA will investigate the complaint and provide a written response to the complainant.

7. Confidentiality

All complaints will be treated confidentially and in accordance with applicable laws and regulations.

8. Record Keeping

The clinic will maintain a record of all complaints received, including the nature of the complaint, the actions taken to address the complaint, and any outcomes.

9. Continuous Improvement

The clinic will use the information gathered from complaints to identify areas for improvement in our services and processes.

10. Contact Us

If you have any questions or concerns about our Complaints Policy, please contact our Complaints Officer at [email protected]