Medical Complaint Handling Flow Chart
Customer files a complaint via website, e-mails,
telephone calls and personal visit
Complaint Officer/Relevant staff is notified
Acknowledge the complainant, logging & notify the approximate
time of resolution.
Complaints are updated and
documented into complaints record.
Complaints are classified and assigned to
concern person for revision and evaluation
Additional/Further
information
requirement intimated
to complainant
Action taken/complaints resolved. Intimated to complainant.
Customer Satisfied
Yes
End of Process
No
Escalated to complaint officer/relevant manager.
Is the escalation reasonable?
No
No, further action taken; complaint is Intimated.
Yes
Complaints officer/Relevant manager investigates the complaints & take further action
Resolution of complaints communicated to the complainant
Residents in Dubai can lodge medical insurance related complaints through a new online system’s website launched by DHA
ipromes.eclaimlink.ae