‘Customer Voice’: UAE launches project at Arab Health 2025 to ‘eliminate bureaucratic obstacles’ in healthcare

Dubai: The Ministry of Health and Prevention (MoHAP) has unveiled ‘Customer Voice’ platform, an AI-driven system designed to “revolutionise healthcare services” by analysing customer feedback to identify and resolve issues. Launched at Arab Health 2025 in Dubai, the initiative aims to improve customer satisfaction and streamline healthcare processes.

The platform collects feedback from patients, families, healthcare providers, and partners, using AI (artificial intelligence) to recognise patterns, predict needs, and create action plans. It is part of the UAE’s vision to enhance government services, reduce bureaucracy, and prioritise customer happenings.

Abdullah Ahmed Ahli, Acting Assistant Undersecretary for the Support Services Sector at MoHAP, said: “Harnessing advanced technologies together with artificial intelligence can play a pivotal role in simplifying the customer journey. The Customer Voice platform has been designed to eliminate bureaucratic obstacles in healthcare, ensuring an exceptional experience for all members of the community.”

The key features of the project include faster transactions, better integration between systems, and proactive service development.

Amal Al Marzouqi, manager of Customer Happiness Centres, highlighted the platform’s transformative impact. “Through this advanced platform, we aim to redesign proactive service while utilising artificial intelligence to analyse customer trends and forecast their needs,” she said.

The platform also supports the Zero Government Bureaucracy initiative by simplifying procedures, reducing delivery times, and promoting transparency.

With precise performance metrics and ongoing community engagement, MoHAP said it aims to set a new benchmark in healthcare service quality, aligning with the UAE’s goal to rank among the world’s top nations in government service by 2031.