Alert

Notes & Suggestion

Submit Medical Complaints

About the Service

This service enables patients, their relatives or their representatives to submit medical complaints related to diagnosis, treatment or other medical procedures received in EHS hospitals and healthcare or specialized centers.

Service Process

  • 1

    Register in the digital-services, create user name and password (If not yet registered), and login "If using digital channels"

  • 2

    Submit the complaint through the available channels

  • 3

    The Facility at which the complainant was treated will be contacted

  • 4

    The complainant will be contacted to supply any other medical reports related to the subject of the complaint

  • 5

    The defendant will be summoned to a hearing

  • 6

    The committee will meet to discuss and complaint related reports

  • 7

    The Customer will be informed that the case has been investigated, the committee decision will be forwarded to him, and the necessary actions will be taken

Service Fees

Free

Service completion duration

12 weeks

Target audience

Patients of all ages who have received medical services at government healthcare facilities

Patient Relatives & Representatives

Service Limitations

The service is limited to complaints that have not exceeded 3 years. The medical complaints can be submitted within a period of 3 years from the date of the incident related to the complaint

Service channels

  • Service Delivery Centers
  • Call Center
  • EHS Website

Service Provision Timings

  • Website: Available 24 hours a day, 7 days a week
  • Service Centers: according to the working hours of the medical facilities and the Medical Liability Section.
  • Call Center: Available 24 hours a day, 7 days a week

Conditions & Requirements

Complaints must be filed within a period not exceeding 3 years from the incident

Complaints can be filed by the patient, his/her parents, first degree relatives or the person assigned by the patient or his/her family

Complaints must be submitted in writing on the approved form, or through the medical complaints digital system.

In case of submitting the complaint in writing, it must be signed, with name, address and contact details of the complainant clearly stated.

The subject of the complaint must be clearly stated, including the name of the patient, name of the health facility and name/s of medical staff, if possible

Medical reports should be attached

Cause of complaint must be clearly stated

An ID proving the complainant's relationship with the patient is required ""If the complaint is submitted by the patient relatives""

Department name:

Governance & Risk Management Department

Sector name

Director General Sector

Main Service

Complaints and Medical Liability

Service Code

400-19-006-000

Service Type

Transactional

Sub Service Type

Variation

Service Classfication

G2C

Service Rating

Average rating : From 0 users

Required Documents

  • Complaint (written on the approved form) ""In case submitted in writing"".

  • Complainant (patient) ID or an ID proving the relationship between patient and complainant

  • Available medical reports

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Submit Medical Complaints

Video tutorial of applying for this service

Video tutorial of applying for this service

Service locations

  • The EHS Website
  • Health facility (where the incident took place)
  • EHS Call Center (8008877)
  • Medical Liability Section - EHS
  • Investigative authority (prosecution or police)
  • Competent courts
  • National Customer Relationship Management (NCRM) System

For assistance, get in touch through

                           

                           

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