One of the pillars of a robust medical sector is regulation and accountability and with the introduction of Dubai Health Authority’s (DHA) online medical portal in December 2016, the authority aims to provide a smart environment and convenience to better serve the community and medical tourists visitng
the emirate.
In March this year the system went fully digital and latest statistics reveal that the time to lodge a complaint has been reduced from two to three days to just over 30 minutes.
Dr Marwan Al Mulla, Director of Regulation at the DHA said the move is in line with the Authority’s smart health services plan to provide patients with convenience and to create a system that is efficient, completely transparent, quick and effective.
Amani Al Jassmi, Director of IT at the DHA said that the portal maintains case history and related documentation in a centralised manner for fast retrieval and that digitising all back office processes has helped reduce the time of handling the medical compliant cases while also leveraging the quality of outcomes.
“The system is in line with the DHA’s digital and smart transformation objectives by reducing the walk-in system for processes such as submission of medical complaint documents. Our eventual aim is to move towards a completely paperless environment.”
The benefits of the system include digitisation of the medical complaints journey, enhanced management in receiving medical complaints, which involves submission, tracking, reporting and follow-up; reduction in submission times, the ability for customers to track their medical complaint digitally, etc.
Customers can log on to the mc.dha.gov.ae website, which is compatible with mobile and smart devices.
Business benefits
Digitise the medical complaints journey
Enhance the management of receiving medical complaints: submission, tracking, reporting and follow-ups
Reduce the submission time for medical complaints
Enable customer to track medical complaint digitally
Integrate with DubiaID with added value to the customer to use the service as part of the Dubai government services with one login
Increase customer satisfaction
Instant reporting of all cases and team owners
Reduction in time required to submit a compliant
Time required to submit a medical complaint reduced from multiple visits to an average of 34 minutes from two to three working days previously
Improving quality of service
Goals
Digitise the submission of the medical complaint through an innovative smart solution that is compatible with all user platforms (PC, tablet, smartphones, etc.)
Reduce the time to submit the medical complaint to DHA for the customer
Digitise the back office processes and reduce the time of handling the medical complaint cases
Help in achieving DHA’s objectives for digital and smart transformation by reducing the customer’s walk-in for submitting the medical complaints to online submission.
Enhance efficiency, improve collaboration and provide more transparency within the organisation.
