Dubai regulator introduces medical appeals board

Dubai Healthcare City (DHCC) has introduced an independent Appeals Board for healthcare professionals and healthcare operators from today, September 15, 2014, it noted in a media statement.

Typically complaints include medical errors, inappropriate treatment, miscommunication and negligence, DHCC said, adding that, this year, the Centre for Healthcare Planning and Quality (CPQ) received 24 complaints in the first six months.

The Appeals Board, which provides healthcare professionals and healthcare operators with an independent system to appeal against decisions relating to licensing or complaints, was formally introduced today, it said.

The introduction of the Appeals Board marks a significant juncture by DHCC, allowing a healthcare professional or a healthcare operator in the Dubai Healthcare City to appeal against decisions relating to licensing of healthcare professionals, including Complementary and Alternative Medicine (CAM) professionals and healthcare operators, and to appeal against complaints in relation to activities carried out in DHCC.

The formation of the Board underscores the fair, transparent and equitable complaints process that is in place in DHCC for both patients and healthcare professionals, a health and wellness destination that brings together a wealth of services in healthcare, medical education and research.

As per the new Appeals Board, a physician can file a valid appeal by supporting his/her notice of appeal with new evidence which was not considered at the initial hearing and demonstrating that there is a clear possibility that the initial decision was unreasonable or unfair. An appeal may also be filed if it is supported by any evidence which was not available at the time the original ruling against the professional was made.

In accordance with section 94 of the Healthcare Professionals Regulation No. 2 of 2013, the decision of the Appeals Board is final.

An education session on the workings of the Appeals Board was held as well as a mock hearing session during a programme that saw members of the Appeals Board formally introduced to DHCC-licensed healthcare professionals and operators.

The members are Dr Guy Fish, Senior Vice President at Fletcher Spaght, US, who is the current Chairman of the Board; Melanie Ho, Sales Consultant, TB&C, Singapore; Dr Alawi Al-Shaikh, Chairman, Institute of Cardiac Sciences at Sheikh Khalifa Medical City, Abu Dhabi, UAE; and Dr Matthew Lohn, Managing Partner, Field Fisher Waterhouse, UK. Each member will serve for an initial term of two years.

Marwan Abedin, CEO, DHCC, said: “The Appeals Board is part of a much broader regulatory framework that is in place to instil confidence in DHCC’s healthcare standards and our governance structure. Effective and transparent regulation is a crucial factor for any medical city. As DHCC rolls its expansion plans – against the backdrop of a growing population, medical tourism initiatives and our Phase 2 wellness concept – we are cognisant of regulation as an important driver to support long-term growth and ensure an optimum environment of care.”

Regulation and licensure of all healthcare professionals and healthcare operators together with the handling of any complaints arising from the provision of clinical services is handled by the Centre for Healthcare Planning and Quality (CPQ), an independent regulator overseen by Dubai Healthcare City Authority (DHCA), the governing body and regulator of Dubai Healthcare City.

Earlier this year, CPQ received the 2nd Edition of the Outpatient Clinic Quality Standards accreditation, valid from May 2013 to April 2017 from The International Society for Quality in Health Care (ISQua), a global leader in assessing the standards in healthcare safety and quality.

The Customer Protection Unit (CPU) of CPQ is responsible for the complaints management system; each complaint is recorded, investigated and analysed before a decision is taken for either dismissal or for disciplinary action.

Prior to the formation of the Appeals Board, the Licensing Board of CPQ would render the decision against all complaints as well as the final appealed decision. Typically complaints include medical errors, inappropriate treatment, miscommunication and negligence. This year, CPQ received 24 complaints from January to June.

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