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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

It is the official and unified gateway for submitting suggestions of the UAE Federal Government, and customers can submit complaints, suggestions, or Compliments through this gate and can follow the its status electronically. To submit a suggestion through this channel, it is required to do it according to the following steps:

1. Registration freely on MYGOV website in case you are new user.

2. Enter your information in the custom fields on the registration form.

3. After completing the registration procedure, you will receive an e-mail or text message with details of your user name and password.

4. Keep the username and password to access the site in the future.

5. After accessing the website you will be able to participate in any of the following types of records (suggestions, remarks, Compliments) after filling all the fields.

6. After finishing all of the above, you will receive the register number via e-mail or text message.

7. You can track the status of your record in the website, call center, or personally visit any customer service centers.

UAE Federal Feedback Gate "MYGOV"

www.mygov.ae

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 can submit your suggestions by calling the toll-free number (80011111) and Call Center's staff will take details of your issue and record it, and then proceed with the implementation procedures.

The MOH Call Center

80011111

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
These devices are located in some of the Customer Service Centers through which you can register suggestions and follow the same special procedures to register through the UAE Federal Gateway "MYGOV". KIOSKS
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
You may alternatively send your suggestions through MOH social network that are available on Facebook, Twitter, and Instagram. Social Network

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 suggestion (idea) is received by the customer care staff who record it in the suggestions system, and then the customer will be acknowledged that his/her suggestion is received. Receipt of suggestion (idea)
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
The customer Care staff analyzes the suggestion (idea) with the concerned business unit, investigate its feasibility, benefits, and impact, make a decision, and communicate the action to the customer. Analyzing and assessing the suggestion (idea)
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
MOH will identify all suggestions (ideas), assess the best, and then honoring the customers who submit the best ideas. Honoring the best Suggestion (idea)

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
14 working days Time required to make decision of normal suggestion
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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