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Medical Complaint Handling Flow Chart
Customer files a complaint via website, e-mails, telephone calls and personal visit
↓
Complaint Officer/Relevant staff is notified
↓
Acknowledge the complainant, logging & notify the approximate time of resolution.
↓
Complaints are updated and documented into complaints record.
↓
Complaints are classified and assigned to concern person for revision and evaluation
↓
Additional/Further information requirement intimated to complainant
↓
Action taken/complaints resolved. Intimated to complainant.
↓
Customer Satisfied
↓
↓
↓
Yes
↓
End of Process
No
↓
Escalated to complaint officer/relevant manager.
↓
Is the escalation reasonable?
↓
↓
↓
No
↓
No, further action taken; complaint is Intimated.
Yes
↓
Complaints officer/Relevant manager investigates
the complaints & takes further action
↓
↓
↓
Resolution of complaints communicated
to the complainant
Residents in Dubai can lodge medical insurance
related complaints through a new online system’s
website launched by DHA ipromes.eclaimlink.ae
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