DHA relies on feedback to improve services

The Dubai Health Authority (DHA) is working to enhance its customer services by taking into consideration recommendations and comments of the users and incorporating many of them to enhance satisfaction.

Shaikha Ahmed Al Rahoomi, director of the Customer Relations Department at the authority, said: “Wassel Sotak stands for ‘let your voice be heard’ and this initiative has been in place so that we can receive customer feedback on a regular basis. The DHA launched this campaign with an aim to expand and reinforce all channels of communication between customers and the DHA.”

She added that customer care is the heart of the Dubai Health Strategy 2013-2025.

In terms of statistics, Al Rahoomi said the approximate number of customers that contacted the DHA for various purposes during 2013 were 5,761,480. As compared to 2012, the number of complaints reduced by two per cent, while the customer satisfaction percentage has increased from 83 per cent in 2012 to 95 per cent in 2013.

The total number of suggestions received in 2013 were 707. Of these, customers provided 82 per cent of the suggestions and the remaining were provided by DHA staff members. Of all suggestions received, the DHA looked into 48 of them and so far, 11 of them have been implemented and the rest are presently being evaluated. After a viability study, many of these are likely to be implemented.

Customers contacted the DHA for several reasons, including queries related to regulatory services, hospital services, location and timings.

Al Rahoomi encouraged the public to reach out to the DHA with their complaints, suggestions and feedback. Customers can contact the DHA through the toll-free number 800342 or via e-mail wasselsotak@dha.gov.ae. Alternatively, customers can log in to Twitter on @DHA_Dubai.

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