FAQ

Who can complain?

Complaint may be made by any existing or former user of the services such as the patient, their relative or friend, an independent advocate, GP or any visitor to the facility. Where it is a third party complaint, then written consent should be obtained wherever possible.

How to make a complaint?

If you are not satisfied with a service, treatment or feel improvements could be made, we would like to hear your suggestion, feedback, or complaint.

You are welcomed to contact us if you have any complaint against any of HAAD health care facilities (public and private) such as Hospitals, medical centers, primary health care centers, rehabilitation centers, dental centers, drug stores (allopathic and homeopathic) cosmetic care, dietary care etc.

You should first register your concern, at the management of the concerned healthcare facility. It you remain dissatisfied with the local resolution of the healthcare facility, you can contact us.
If you feel that the complaint is a major risky complaint, you can contact us immediately.

What is the time limit for accepting a complaint?

Complaints will not be accepted more than 6 months after the date of events about which the complaint is made, or more than 6 months after the complainant became aware of the cause for complaint if this is later, subject to an overall limit of 12 months. Exceptions to this rule may be made by the Team Leader taking into account reasons for the delay and the practicability of investigating the matter.

What are the required documents from the complainant?

There are no certain documents required from the patient except for the written complaint, signed authorization for release of information form or consent form (required only if the complainant is other than the patient).

Note: All these forms are available in the website.

Are there any required fees?

There are no required fees. In case the ICRP recommended a second opinion or consultation for any public healthcare consultant, HAAD will not bear the fees (for consultation, traveling, required test/x-rays … etc).

How does the Independent Clinical Review Panel work?

Where the complaint involves the exercise of clinical judgment, independent reviewers will be appointed in accordance with the requirements of the HAAD's Complaints Procedure.
The review panel should be set up within 20 working days of the decision to do so.
The panel should aim to complete its work within 30 working days of its formal appointment.
Following receipt of a report from the independent review panel, the customer care section will request the complainant to attend a meeting with the reviewers to know the review findings and the actions that the Authority intends to take as a result of the review. This should be done within 20 working days of receipt of the report.