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Suggestions​

​MOH Policy for Handling Suggestions

Ministry of Health is committed to achieve customers' happiness and provide them with outstanding services according to their needs and expectations. MOH also believe that customer complaints and suggestions are opportunities for improvement.

MOH is handling customer suggestions as opportunities for improvement, and will analyze and assess all customer suggestions and ideas and will use it for continuous improvement.

Available channels to submit suggestions (how can customer submit their suggestions)?

MOH welcomes your complaints and suggestions through one of following channels:

Channel Clarifications

Available Channel

By using this channel you can send your suggestions via e-mail to "cusuggest@moh.gov.ae" clarifying the nature of the suggestion. MOH staff will register it and reply to you within a very short period.

Email Address

cusuggest@moh.gov.ae

You may visit any of the MOH customer service centers, and go to the staff of customer care and record your suggestions through them. Customer Service Centers
It is through the MOH website through which customers can access the following link and register their suggestions and MOH team will communicate with them resolve their complaint: http://www.moh.gov.ae/en/About/Pages/MinisterGates.aspx The Minister Gate

Also we hope you follow all our updates as other channels will be launched soon.

Suggestions Handling Procedures

Ministry of Health applies the following procedures in handling customer suggestions:

Procedure Clarifications

Procedure

The customer care staff assesses the suggestion, classify it, and transfer it to the specialized business unit within MOH. Initial Assessment of the suggestion (idea) and adequacy of information
Once the complainant accepted the proposed action, the complaint will be closed and short term and long term actions are made to assure the reoccurrence. Suggestion (Idea) Implementation

Frequently Asked Questions (FAQs)

Can I make a suggestion to the Ministry of Health?

Yes, you can make a suggestion to any business unit. MOH has clear suggestions handling policy involving analysis and investigations of suggestions are clear mechanism to assure implementation. You can make a suggestion through one of the following channels:

  • UAE Federal Feedback Gate "MYGOV" www.mygov.ae.
  • Via - Email Address : cusuggest@moh.gov.ae.
  • The MOH Call Center 80011111.
  • All MOH Customer Service Centers.
  • The KIOSKS devices available within some of the Customer Service Centers.
  • Social Network of MOH

And MOH is continuously increasing the suggestions reception channels.

What guarantees impartiality in analyzing the suggestions (ideas)

MOH has allocated special customer care staff members who are mainly responsible for following the needs of the customers and handling their suggestion. Please note that the customer care staffs are completely independent of the business units who are providing services and are fully supported by highest authority in MOH.

Are their specific time frames to respond to suggestions?

Yes, MOH is committed to specific timeframe to respond to suggestions as per the following key performance indicators:

Target

Key Performance Indicator

30 working days Time required to make decision of complicated suggestion

To submit a suggestion (idea), does it require the customer to give further details "name, address and other"?

To submit a suggestion (idea), it is not necessary to record customer name or his/her phone numbers. However; it is preferable to provide any communication channel in case there was a need for further inquiries and explanations about the nature of the suggestion (idea), knowing that the suggestions (ideas) are handled by independent staff and are considering the utmost confidentiality with the maximum objectivity and accuracy.

What guarantees are in place to assure the non-disclosure of the suggestion and losing the suggestion rights?

MOH is implementing an integrated suggestions handling system, and as part of this system all customer care staff members are required to adhere to "Confidentiality Pledge", and staff involved in customers suggestions handling system are continuously monitored.

May MOH reject a suggestion (idea)?

Ministry of Health study and analyze all the submitted suggestions, and its compatibility with the laws and regulations. Suggestion may be rejected if it leads to negative consequences on the institutional work. In case the submitted suggestion (idea) is under implementation or have already been submitted by another customer or a ministry staff.

What are the languages used to submit suggestion?

Customers can submit their suggestions (ideas) to MOH using Arabic or English languages, and MOH will be using other languages in the near future. ​​






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