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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
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:
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 Authority (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.
*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.
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:
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.
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.
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.
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:
The Facility Licensing Department (FLD) pre-operational assessment is a prerequisite to obtain a clinical operating license.
No.
Yes, you can do this by simply filling DHCC CPD application Form, choosing the "Online" option, filling the related additional required information, and sending the CPD required documents along with the filled form.
To apply for validation and approval of any of your planned educational activities, belonging to the list of approved programs at your Education Permit, please click to the below link, choose Academic and Training icon, fill the related application then send it together with the related required documents: https://dhcr.gov.ae/en/AboutDHCR/regulatory-functions#AcademicAndResearch to the Education Department at: Education@dhcr.gov.ae
By filling the excel sheet sent by the Education Department together with the official approval and accreditation email to your organization for the subject CPD program.
If your organization is located at DHCC and holds an active license by DHCR and has been found to be meeting all requirements by DHCC Education Department and Academic and Research Council (ARC), an Education Permit will be issued with one-year validity allowing your organization to apply for the type of educational activity programs it has been approved for.
For this, you need to log first to the link below which will take you to DHCR Academic Department page for filling the relevant "Initial Education Permit Application form" and preparing the listed needed documents in the relevant checklist, choose Academic and Training icon: https://dhcr.gov.ae/en/AboutDHCR/regulatory-functions#AcademicAndResearch then sending them to the Education Department at: Education@dhcr.gov.ae The application will then be reviewed by the Education Department and validated by ARC.
For scheduling a meeting with the Education Department team, please write to: Education@dhcr.gov.ae
For expanding the list of approved educational activity programs at your already issued and valid education permit, please click to the below link, choose Academic and Training icon, and fill "Education Permit Amendment Form" and send it together with the related required documents: https://dhcr.gov.ae/en/AboutDHCR/regulatory-functions#AcademicAndResearch to the Education Department at: Education@dhcr.gov.ae
The list in the excel sheet is to be filled with accurate and complete information and submitted to DHCR Education Department within 10 working days of the CPD activity date. The attendee's names should be typed in the correct provided spelling using the appropriate capitalization and title (note: the attendee title, exp.: Dr, is to be entered next to the attendee's First Name). The organizer is responsible for providing the accurate CPD points gained by the participant for the session attended. The produced CPD Certificates of Attendance will be generated by DHCR Education Department and will be automatically sent to each attendee using the attendees provided email addresses within 5 working days of submitting the filled list of attendees. No requested changes will be accepted once the filled excel sheet has been submitted to DHCR Education Department and certificates have been produced and sent to the subject attendees. If the activity speaker attended the whole activity as well, you can add his/her name to the list of CPD activity attendees and a Certificate of Attendance will be issued and sent to him/her as well.
Your request will be either accepted, rejected, or returned to you for supplying missing documents and/or missing or inaccurate provided information.
Your request will be either accepted, rejected, or returned to you for supplying missing documents and/or missing or inaccurate provided information.
Your request will be either accepted, rejected, or returned to you for supplying missing documents and/or missing or inaccurate provided information.
Your request will be either accepted, rejected, or returned to you for supplying missing documents and/or missing or inaccurate provided information.
APS programs are medical professional education programs constituting part of DHCR's new Education Framework which recognizes the organization's practice setting and require at a minimum that the setting has processes in place for appropriate governance, quality assurance and approved supervised practice. Example of APS programs are the Residency programs, internship programs, clinical attaché programs, tailored medical professional onsite training programs, observer ship programs, etc. For more details, please read APS DHCR Standards by clicking the following active link: https://www.dhcc.ae/Documents/AcademicAndResearchDepartment/Approved%20Practice%20Setting%20Standards.pdf
Having an active Education Permit means that you are permitted to start apply for your planned educational activities one by one for validation and approval by the Education Department at: Education@dhcr.gov.ae
The full validation and approval of complete and accurate submitted request for Amended Education Permit, a minimum period of 3 to 5 working days is required.
The full validation and approval of complete and accurate submitted request for Initial Education Permit, a minimum period of 5 to 10 working days is required.
The full validation and approval of complete and accurate submitted request for a complete and accurate submitted educational activity program is a period of 3 to 5 working days, an exception for this are the submitted APS programs which requires up to 15 working days for validation and registration, providing that the submission is complete and accurate from the first time.
The issued Education Permit will be valid for one year and it can be renewed by filling the "Renewal Education Permit Application" and sending the required documents listed in the related checklist available at the below link, Academic and Training icon: https://dhcr.gov.ae/en/AboutDHCR/regulatory-functions#AcademicAndResearch To the Education Department at: Education@dhcr.gov.ae
The organization will be given the option of requesting in the filled application, any, part of, or all of the below listed educational activities programs to be added to the list of approved activities at its issued Initial Education Permit: Continuing Professional Development Programs (CPD), including online CPD Programs Non- Continuing Professional Development Programs (Non-CPD) Approved Practice Setting Programs (APS) Degree Granting Programs For each type of requested educational activity program, there should be a plan of the annually targeted related educational activities for it to be approved.
The invoiced related processing fees of submitted requests should be paid in full before issuing the education permit, approval and accreditation email for CPD programs, No Objection Certificates letter for Non-CPD programs, and Program Approval and Registration email for the APS programs.
For knowing the up-to-date processing fees for any of the submitted requests at the Education Department, please click the below link for all DHCR Services Fees and go to the Academic and Research fees page:https://www.dhcc.ae/regulations/service-fees
DHCR Education Department is located in DHCR Head office, Ibn Sina Building 27, Block C, Ground Floor.
In case of a Serious Adverse Event or any serious breaches of the protocol, you must alert the Research Department within 15 days by filling the Serious Adverse Event Form via email to Research@dhcr.gov.ae
Please fill the Research Study Amendment Form and submit it to the Research Department for review and approval via email to Research@dhcr.gov.ae
Please fill Research Study Amendment Form and Approved Research Annual Progress Report and submit them to the Research Department.
Unless otherwise requested by the RD and/or the REC, AROs are required to submit progress reports for approved research studies annually by filling the Approved Research Annual Progress Report via email to Research@dhcr.gov.ae
The REC usually meet on the first Tuesday of every month.
DHCR is authorized by the UAE Federal Decree Law No. (4) of 2016 on Medical Liability and the Law's associated Executive Regulations to regulate research activities with DHCC
Yes.
DHCR Fees Structure
The mission of the DHCR Research Department is to protect the rights of human subjects involved in research conducted within DHCC as well as to guard the reputation of DHCC, Dubai, and the UAE. Supporting the DHCR Research Department in its Role are the DHCR Academic and Research Council and the Research Ethics Committee.
The ARC has the following functions and responsibilities: the overall planning for Approved Research Activities within DHCC and granting DHCC facilities a Research Permit; supporting biomedical research including pharmaceuticals, medical technology, bio-technology and healthcare services; and oversight of the DHCR Research Ethics Committee.
The DHCR RD is responsible for regulating research activities inside Dubai Healthcare City by facilitating: the issuance of DHCR Research Permit; and the scientific and ethics review of Research Proposals Conducting Research in DHCC- Policy and Procedure
oversee and review the general processes of each Approved Research Operator's ethics committee; coordinate and integrate the planning for and implementation of research activities; review from a scientific and ethical perspective study proposals and Protocols and consider if further information is required from the Approved Research Operator or if any modification of the Protocol is required; monitor Approved Research Activities carried out by Approved Research Operators, including undertaking or arranging for the undertaking of periodic reviews of Approved Research Operators; observe or have a third party observe the conduct of the Approved Research Operators' Approved Research Activities;
An updated list of DHCR AROs with a valid DHCR Research Permit can be found
Yes, DHCR inspectors are given the authority to conduct various inspections through the delegation by the Ministry of justice as Bailiffs Juridical Officers.
Yes, the licensee is required to submit an application thirty (30) days prior to any changes. The following changes include but not limited to: Ownership. Medical Director. Name of facility. Adding service specialty. Removal of service specialty. Cancellation of license. Moving location from one geographical site to another. Internal modification of facility design/services. Change of location within the same building.
For facilities other than hospitals, you should expect to receive a minimum of one inspection per year. However, the inspectors shall decide upon the number visits accordingly.
There will be a minimum of two licensure inspections per year.
The Licensing Board or the Registry of Companies may remove the Licensee and/or Miscellaneous Permit Holder’s right to operate within DHCC if the Licensing Board or the Registry of Companies, as the case may be, is satisfied that the: (1) Penalty is due; and (2) Such Penalty has not been paid within the stipulated timeframe.
Submit a computer typed letter of appeal to the Compliance & Assurance Department at the DHCA-R. The letter must be handed in as hard copy.
Planned- An unannounced on-site visit to an established and DHCC licensed operators conducted by the Compliance & Assurance Department in order to identify compliance to the DHCA regulations and standards. This inspection is conducted as per the annual plan schedule. Ad hock- An unannounced on site-inspection to an established and DHCC licensed operators. This inspection is initiated in response to urgent situations. Follow up- follow up on-site inspection to an established and DHCC licensed operators in order to check the corrective actions are taken and the non-conformances are rectified.
Identified non- conformances shall be documented and informed to the facility representative by an official inspection report followed by an official decision (violation) letter issued by the Clinical Affairs Department. A follow-up visit will be conducted to check corrective actions are taken.
Please refer to the List of Violations and corresponding penalty. Link is provided below: Violations & Fines List.
The DHCR expects: Operator management to comply with the DHCA Regulations, Policies and Standards. Co-operate with the inspectors during the inspection process. Avoid giving misleading information and false statements which may lead to legal action against the individual or facility. Respond to the outcome of an inspection according to the specified period given by DHCR including the corrective action plan. Adhere to the resolutions issued by DHCR/ Licensing Board/ Register of Companies/ Fitness to Practice Panel.
To determine the level of compliance with the Dubai Healthcare City Authority (DHCA) Regulations, Policies and Standards as well as the general healthcare services delivered within the facility. Inspection makes an important contribution to the improvement of delivering healthcare services and provides assurance to the public on the safety of those services in the Dubai Healthcare City (DHCC).
You expectations may include but not limited to the followings: Pictures or video recording may be taken for evidence, Inspectors may request production of any document related to the inspection process, An official inspection report will be sent to the operator which will identify the inspection findings.
All DHCC licensed facilities (clinical and non-clinical) which include but not limited to: Hospitals, Day Surgical Centers, outpatient care facilities (general, specialty Clinics, and Polyclinics), Physiotherapy Centers, Diagnostic Imaging Centers, Optical Shops, Pharmacies, Medical Laboratories, companies & Medical Spa, etc.
Upon receipt of the official violation letter: If the violation is accepted: you must pay the fine immediately (within 30 days of receipt the official violation letter). If you do not approve the decision made by the DHCA: You can appeal to Appeals Unit. Your appeal must be filed with the DHCR Appeals Unit no later than 30 days after your receipt of the Clinical Affairs Department decision letter.
A decision regarding your appeal will be made by the Appeal Board within (30) days of referring the grievance. A notification letter concerning the decision for appeal will be sent to the concerned facility via fax or email. The Applicant has no right to seek an appeal of the Appeals Board’s decision in accordance to the Healthcare Operators Regulation No. (4) Of 2013.
No, all the on-site inspections are unannounced.
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The fees of the survey vary according to the accreditation body depending on the type, scope, size and number of specialties approved in the clinical operating permit (license to operate) of the healthcare operator.
Yes accreditation is mandatory for all healthcare facilities in DHCC. DHCR has a list of approved accrediting bodies for different types of facilities and services offered.
Each healthcare operator (HCO) shall undergo a pre-operating assessment prior to commencing operations. Post operational all healthcare operators shall maintain a proof of active accreditation from approved accrediting bodies by DHCR at all times of operations.
The healthcare operator is usually given a defined timeframe during which the healthcare operator has to improve quality and go for another accreditation survey.
The mission of DHCR Quality Improvement Department is to identify, evaluate and implement best practices to improve patient safety and quality of care, with the focus on patient-centered healthcare.
In accordance with the Dubai Healthcare City Authority (DHCA) Licensing Regulations, Business Partners are required to have a valid commercial license at all times during their operation in the Dubai Healthcare City (DHCC) and must be registered and incorporated by the Companies Registry before they can operate in the DHCC to carry out specific activities for a specific duration, in compliance with the (DHCA) Licensing Regulations and other related laws and regulations.
The Companies Registry provides fast and simple incorporation services to provide prospective businesses partners with the legal structure required to set up their business, obtain credit and raise capital.
Once the company is registered, the Companies Registry will update their commercial license, including the following amendments:
Business Licensing issues different types of licenses depending on the legal status of the Business Partner, such as:
DHCA requires certain legal documents as per the check list (Available on the below mentioned link) : http://www.cpq.dhcc.ae/cpq/cpq-document-specimens/
When a Facility becomes nonoperational, DHCA cancels the Commercial License of the Facility. In case of FZ-LLC, the company will undergo a process of “De-Registration“ as well after the cancellation of License. The process of De-Registration starts when a letter from the Company has been received, signed by the Authorized Signatory, requesting the cancellation of the License. The Authority requires certain legal documents and clearance as per the check list to complete the De-Registration formalities. Upon cancellation of the license the Authority will publish relevant cancellation details in the local media.
| New License | Fees (AED) |
|---|---|
|
Clinical within 5 specialties |
|
| Non-clinical for a activity within a same segment |
| License Renewal | Fees (AED) |
|---|---|
|
Clinical within 5 specialties |
|
| Non-clinical for a activity within a same segment |
| Additional | Activities/Specialties |
|---|---|
| Specialties (per specialty exceeding limit) | 1,000 |
| Activity (per activity exceeding the limit) | 2,000 |
For more details please refer to our website: www.dhca.gov.ae
Depends on the business activity as below: Clinical FZ-LLCs incorporated in Dubai Healthcare City (DHCC) are required to have Minimum paid up capital of AED 300,000. Branch establishments have no minimum Capital requirements. Non Clinical FZ-LLCs incorporated in Dubai Healthcare City (DHCC) are required to have minimum paid up capital of AED 50,000. Branch establishments have no minimum capital requirements.
New Commercial Licenses for a period of one (1) year and are renewable on an annual basis, to enable companies to continue their operation.
Companies are permitted to import / export commodities in and out of the Free Zone subject to the Activity clause specified in their Trade License only. A Company Customs Code is mandatory for Free Zone Licensees in order to process the necessary custom bills. This is granted to companies who hold valid License issued by DHCA holding physical locations within the Dubai Healthcare City Free Zone.
Any new Company who has a License issued by DHCA and who wishes to import goods may register with Dubai Customs in the Customs Centre. For any queries or concerns, the clients may contact:
Enquiries in person and submission of transactions Please contact :
| Telephone | +971 4 369 3764 |
| Website | www.dubaicustoms.ae |
| Saeedt@dxbcustoms.gov.ae |
Phase 1Oud Metha Road, Bur Dubai
Phase 2Al Jaddaf