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Compliance & Assurance

  • ​Your complaint is investigated thoroughly before a decision is made, therefore, the decision is final.

  • Any Licensee, Healthcare Processional, CAM Professionals and Healthcare Facilities within DHCC.​

  • Your complaint is investigated thoroughly before a decision is made, therefore, the decision is Final. ​

  • It is preferable to file the complaint yourself, however, if your lawyer has the power of attorney, He/she can be involved in the process.​

  • Yes. Please refer to our website www.cpq.dhcc.ae and fill the form.​

  • You might be contacted from the customer protection unit for further clarifications regarding your Complaint.​

  • You can contact us via email muna.almulla@cpq.dhcc.ae or phone 043622879 and we will also be updating you through email on the progress of resolving your complaint.​

  • You can submit your complaint along with relevant supporting documents through by visiting website at www.dhcr.gov.ae -complaint

    It is important to explain and be specific about the health professional/healthcare facility you are complaining about. When filing the complaint, please make sure you include all supporting and required documents

  • The DHCA-R Appeals Board provides all DHCC healthcare professionals and healthcare operators with an independent system to appeal against decisions relating to licensing or complaints. ​

  • All medical-related complaints which are resulted from negligence, mismanagement or inappropriate professional practice.​

  • Issues related to administrative concerns such as medical reports, sick leaves, appointments, waiting times, referrals. Complaints related to charges, insurance, fees, sponsorship and financial compensation.

    Complaints related to facility amenities.

    Issues related to pers onnel communication skills and behavior/psychological -related issues

    Labor disputes

    Any employee/ employer who is permitted to work within DHCC including UAE national and non-sponsored are entitled to submit dispute requests.

    The Labor Disputes Resolution can be initiated through the following channels:

    Process to file a labor dispute complaint:

    • A Complaint form is submitted with supporting documents.
    • A mediation meeting is scheduled between both parties.
    • If there was an agreement between the parties involved, the case is closed.
    • If an agreement was not reached, a court referral letter will be given to the complainant to pursue his legal rights .

    There is FAQ available for Labor disputes ​

  • ​All medical-related complaints, which are relalated to medical errors, negligence and mismanagement or inappropriate professional practice. ​

  • The complainant can file a complaint either verbal or written with the inclusion of all the relevant documents such as the medical report, X-ray images and other related materials. For further information, please refer to our www.cpq.dhcc.ae ​

  • The compliance and assurance department aims to regulate Dubai Healthcare City in the context of overseeing the compliance and enforcement of policies, standards, rules and regulations.​

  • The complaints will be reviewed on a case-by-case basis and aims to resolve it 3 months from filing the complaint. Investigation of the case might take longer depends on the complexity of the case.

    Once the decision made, you will be communicated through Masaar System​

  • In this case, please contact us on info@masaar.ae or support@masaar.ae​

  • You can find it in our website www.cpq.dhcc.ae or you can contact us via email through muna.almulla@cpq.dhcc.ae in order to send you the complaint form.​​​

  • Every individual is entitled to file a complaint such as patients, family of patients, DHCC licensed facilities, DHCC licensed professionals and etc.​

  • A medical complaint can be filed by a patient affected by the actions of a healthcare provider or the service received within a health facility. A medical complaint can also be filed by a family member or someone acting on behalf of the patient (provided they have a power of attorney) (POA). In case the patient in question is dead or in a coma, their next of kin can file a complaint on their behalf. If the patient is a minor, their legal guardian can file the complaint​

  • Any healthcare Fcaility, Healthcare Processional and Complementary Alternative Medicine (CAM) Professionals within DHCC. Complaints about Healthcare facilities and Healthcare professional outside DHCC, Ministry of Health And Prevention and Dubai Health Authority Jurisdiction will not be reviewed​

  • The Registry of Companies of Dubai Healthcare City A​​uthority (DHCA) is responsible for the establishment and registration of companies in Dubai Healthcare City (DHCC). Prospective investors who wish to set up a clinical or non-clinical facility within Dubai Healthcare City should contact the sales team on 800 (Health) 432584. A sales representative will be responsible for communicating the process and act as a primary point of contact for registration support.

    Please Clickfor Commercial Licensing and Facility Permit Services

  • All Healthcare Professioanls (HCPs) at Dubai Healthcare City (DHCC) must obtain a license from Dubai Healthcare City Authority – Regulation (DHCA - Regulations), an independent regulatory arm responsible for licensing healthcare providers and professionals, and setting and maintaining international best practice in healthcare delivery and patient care within the free zone.

    The licensing board is an independent, final license-granting authority. The board, comprising prominent local and international healthcare experts, is appointed by the DHCA Board of Directors and has ultimate responsibility for the licensing and credentialing of Healthcare Professionals (HCPs) and Healthcare Operators (HCOs)/clinical facilities within the free zone. Furthermore, all policy decisions on the licensing process and criteria are approved by the board. The licensing board is a member of the International Association of Medical Regulatory Authorities (IAMRA), making it the first medical regulatory authority in the Middle East to join the organization.

    The DHCA - Regulations licensing department conducts Primary Source Verification, an in-house process through which HCPs’ credentials are verified for authenticity and accuracy from the issuer. The department is responsible for ensuring that licensing of HCPs is carried out in accordance with regulations.

    Application process for all categories (medical/dental, nurse, allied health, trainee, and CAM):

    • Check eligibility guidelines for your professional category
    • Schedule a meeting to review your credentials and provide supporting documents such as employment certificates, good standing certificates, recommendations etc. (manual review fee applies)
    • You will be informed of your eligibility during your initial application review
    • If eligible, your application moves to pre-approved status and you will be advised to schedule a licensing exam.
    • Submit the required application form(s). (application fee applies)

    *Professional categories and credentials are listed in the guidelines of each licensing category (education, previous licensing, etc.)

    Click for information on licensing requirements.

    Click to apply for professional license services.

  • Please download this document for more information.

  • The eligibility criteria for all healthcare professional licensing categories (listed below) within DHCC are filtered based on the type of qualifications obtained and the countries they were obtained from.

    • Medical/dental (general & specialist)
    • Nurse
    • Allied health
    • CAM (Complementary & Alernative Medicine)
    • Pharmacist/pharmacist technician
    • Trainee

    All applicants can check their eligibility by reviewing the following documents:

    • Are you eligible? (all license categories)
    • Are you eligible? (medical/dental license categories)

    For medical and dental applicants, classificationis based on country of qualification. For other licensure queries, kindly contact us via email info@dhcc.ae

    *All material is subject to change without notifications. It is the licensee/applicant’s responsibility to review the latest updates and changes.

  • For more information on how to set up your business in Dubai Healthcare City, click

    The following steps are required of all Healthcare Operators (HCOs)/commercial organizations seeking to set up within the free zone:

    Step 1

    To become operational, all interested parties must complete and submit an initial application form available at Dubai Healthcare City Establishing Facility, and a business plan along with other required documents such as passport and CV (for shareholders, directors and managers). If the facility is a branch, a commercial license or copy of the certificate of incorporation will also need to be submitted. DHCA - Regulations requires this information to understand the applicant’s proposed business.

    Step 2

    The Facility Licensing Department (FLD) will conduct a detailed review of each application, then submit it to the Facility Committee (FC) for review. If successful, the facility is issued a provisional approval letter with defined services, along with details on the conditions/restrictions that apply to the propsed facility. At this stage, facilities are not entitled to operate within the free zone until an operating license is issued.

    Step 3

    Healthcare Operators (HCOs) will build their leased or purchased allocated units based on international healthcare standards approved by DHCA - Regulations. The Facility Licensing Department also reviews all facility designs and construction of hospitals and healthcare facilities to ensure conformity with the Facility Guidelines Institute (FGI). Furthermore, the Facility Licensing Department (FLD) ensures all medical equipment used within Dubai Healthcare City is certified, appropriately maintained, and in impeccable working condition.

    Step 4

    DHCA - Regulations conducts awareness sessions with applicants – covering the pre-operating assessment requirements in detail – after which a pre-operational assessment of all Healthcare Operators (HCOs) is conducted, to ensure all operating requirements are met. These operating requirements are in place to ensure patient safety, enhance the quality of clinical care, and advance clinical excellence. Operating requirements include the following:

    • Quality and patient safety requirements
    • Clinical planning requirements
    • Facility operating requirements
    • Administrative requirements

    The Facility Licensing Department (FLD) pre-operational assessment is a prerequisite to obtain a clinical operating license.

Education and Research

Research

Inspection & Enforcement

Professional Licensing

Quality Improvement

Registration & licensing (Commercial)

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