Complaints System

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Introduction

The Health Authority’s role is to ensure that all health care services in the Emirate of Abu Dhabi are of state-of-the-art quality, trustworthy and efficient. We therefore encourage you to share with us your experiences and to give us any comments you may have, whether positive or negative. We will use these to improve the services and the way they are delivered, and to rectify any shortcomings. Below you will find more information about our Complaints Procedure and on how you can launch a complaint.

A Complaint is any written or spoken expression of dissatisfaction with a health care service in the Emirate of Abu Dhabi. Any such Complaint is taken very seriously and treated with appropriate professional attention and discretion.

Our aims are to

deal with complaints openly, promptly and properly;
try to resolve verified issues as soon as possible;
learn from complaints and improve health care services in the Emirate of Abu Dhabi

About Customer Care Team

The Health Authority Abu Dhabi is responsible for setting standards and agreeing policy for health care services in Emirate of Abu Dhabi. Here we explain how to make a complaint about the work of Healthcare services, or its staff and how we will respond. The complaint team was established to address internal & external customers concerns and at the same time using the information gathered to improve health services throughout the Emirate of Abu Dhabi.

The Customer Care Team aims to improve customer satisfaction through facilitating resolution of issues related to patients’ care. In addition to that, the Customer Care Team objectively measures system acceptability from the client perspective through patient complaints process and patient satisfaction measures.