Patient Grievance & DHA Complaint Procedure
Transparency, Accountability & Patient Support
At Reveal Medical Center, patient safety, communication, and ethical clinical practice are fundamental to our Standards of Care. We believe that every patient has the right to raise concerns, ask questions, and seek resolution through a fair and transparent process.
This page explains how patients can submit feedback, request internal review, or escalate concerns through official regulatory channels in accordance with UAE Federal Decree-Law No. 4 of 2016 on Medical Liability.
Step 1 — Speak With Our Clinical Team
Most concerns can be resolved quickly through direct communication with your treating doctor or our front desk team. We encourage patients to first discuss:
- Treatment Questions: Misunderstandings regarding clinical outcomes.
- Appointment Concerns: Scheduling or wait-time issues.
- Billing & Insurance: Inquiries regarding Pricing Transparency or reimbursements.
- Post-Treatment Support: Requests for clinical follow-up or aftercare guidance.
Our clinical staff, led by Dr. Alaa Abou Laban and Dr. Golnaz Karima, will review your case to provide immediate assistance.
Step 2 — Internal Grievance Review
If the issue cannot be resolved at the first point of contact, patients may request a formal internal review by our management team.
How to Submit a Grievance Internally:
- Email: info@reveal.ae
- Phone: +971 4 385 0250
- In-Person: Request to speak with the Clinic Manager at our reception in Al Barsha 1.
Please Include: Patient full name, date of visit, description of the concern, and preferred contact method. Our team will acknowledge receipt, review your Medical Records, and provide a formal response after internal evaluation.
Step 3 — Independent Escalation to the Dubai Health Authority (DHA)
If you feel that your concern has not been resolved internally, patients have the legal right to submit a complaint directly to the healthcare regulator under the DHA Patient Charter.
You may submit a medical complaint through the official DHA Sheryan Portal: Dubai Health Authority – Submit Medical Complaint
The DHA Health Regulation Sector independently reviews patient complaints to ensure healthcare providers in Dubai maintain professional and ethical standards.
What Happens After a DHA Complaint?
In the event of an escalation:
- The DHA may request medical records and supporting documentation from our secure, ICT-compliant servers.
- An independent regulatory review will be conducted by the DHA.
- Reveal Medical Center will cooperate fully with any investigation to ensure transparency and accountability.
Patient Rights Reminder
As a patient in the UAE, you have the right to:
- Receive clear information about your treatment.
- Ask questions about risks, outcomes, or alternatives.
- Request copies of your medical records.
- Seek independent review from healthcare authorities without fear of retaliation.