Ministry of Health & Prevention is committed to achieve customers' happiness and provide them with outstanding services according to their needs and expectations. MOHAP also believe that customer ideas and suggestions are opportunities for improvement. To achieve this, the Ministry of Health and Prevention provides its customers with an integrated system through which they can submit their suggestions, taking into account its ease of use, impartiality, and maintaining the confidentiality and reliability of the information provided by customers.
MOHAP customer suggestions handling is aligned with MOHAP organisation wide Innovation Strategy, and will analyse and assess all customer suggestions and ideas and will use it for continuous improvement.
MOHAP welcomes your ideas and suggestions through one of following channels:
UAE Federal Feedback Gate National Customer Relationship Management (NCRM)
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 NCRM 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 username 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, Inquiries, observations, 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.
Email Address
info@mohap.gov.ae
MOHAP Call Center 80011111
Kindly keep following new updates regarding the new channels.
MOHAP applies the following procedures in handling customer suggestions:
Yes, you can make a suggestion to any business unit. MOHAP 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 "NCRM" https://ncrm.government.ae/ncrmstorefront/ncrm/en/?lang=en. - Via - Email Address: info@mohap.gov.ae. - MOHAP Call Center: 80011111 - All MOHAP Customer Happiness Centers. - Self Service Counter devices available within some of the Customer Happiness Centers. - MOHAP Social Media Channels - MOHAP Live Chat - Minister Gate
MOHAP 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 MOHAP.
Yes, MOHAP is committed to specific timeframe to respond to suggestions as per the following key performance indicators:
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.
MOHAP is implementing an integrated suggestion 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.
MOHAP 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 already under implementation or it has been submitted by another customer or a MOHAP staff.
Customers can submit their suggestions (ideas) to MOHAP using Arabic or English languages, and MOHAP will be using other languages in the near future.
