Complaints Policy

Complaints Procedure - UAE

We are committed to providing high-quality care and service to all patients. We welcome feedback and take all complaints seriously. Our aim is to resolve concerns fairly, promptly and professionally.The person responsible for handling complaints is:
Michelle Garbutt - Head of Compliance
Email: CASE@21d.co.uk

How to Make a Complaint
‍You may make a complaint:
• In person
• By telephone
• By email
• In writing

If you raise a complaint verbally, we will listen carefully and, where appropriate, refer you to the Complaints Lead. If the Complaints Lead is unavailable, we will record your details and ensure your complaint is passed on promptly. All complaints will be acknowledged within 3 working days.

Our Investigation Process
‍We will review your complaint thoroughly.
This may include:
• Reviewing clinical records and documentation
• Discussing the matter with the treating clinician
• Reviewing relevant correspondence or recordings

If your complaint relates to clinical care, it will normally be shared with the treating clinician unless you specifically request otherwise.We aim to provide a full written response within 20 working days. If additional time is required due to the complexity of the matter, we will inform you and provide an updated timeframe.In some cases, particularly where clinical matters are complex, we may need to seek advice from our professional indemnifiers, insurers or legal advisors. Where necessary, relevant information may be shared strictly for this purpose.

All complaints are handled in accordance with applicable UAE privacy, confidentiality and health-data protection requirements, including the UAE Personal Data Protection Law where applicable.

If You Remain Dissatisfied
‍If you are not satisfied with our final response, you may refer your complaint to the competent UAE health authority for the Emirate in which your treatment was provided:
Dubai Health Authority (DHA) - for healthcare professionals and facilities regulated by DHA in Dubai.
Telephone: 800 342 (800 DHA)
Website: www.dha.gov.aeAbu

Dhabi complaints may be referred to the Department of Health - Abu Dhabi (DoH). Complaints concerning MOHAP-licensed private facilities in the Northern Emirates may be referred to the Ministry of Health and Prevention (MOHAP).

Other Organisations
Department of Health - Abu Dhabi (DoH)
DoH regulates healthcare facilities and professionals in Abu Dhabi. Unresolved complaints may be escalated through DoH/TAMM.
Telephone: 800 555   Website: www.doh.gov.ae
Ministry of Health and Prevention (MOHAP)
MOHAP handles complaints about private healthcare facilities and medical staff within its jurisdiction in the Northern Emirates. Telephone: 800 11111   Website: www.mohap.gov.ae