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
End of Process
Escalated to complaint officer/relevant manager.
Is the escalation reasonable?
No, further action taken; complaint is Intimated.
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