Medical error can be reported, but not everybody is aware of this.
DB feels duped. Six months ago the Syrian woman delivered her first baby. She chose the UAE to bring her child to life, after hearing positive stories from her friends who had done the same. But she wishes she had chosen otherwise.
"I delivered my baby through a caesarian, and I got 43 stitches. When I showed these stitches to a second gynecologist she was shocked. “It is impossible to heal,” she told me. “And indeed; until the area around my stitches are painful."
DB knows that her wound will be there for the rest of her life, and there is nothing she can do about it. Yet, she would like to do something to get her right. But how?
"Any person who feels unhappy with the medical treatment he received or wants to get his right can file a complaint," says Dr Layla Al Marzouqi, Head of Clinical Governance at Dubai Health Authority (DHA).
Reporting medical error was one of the topics discussed at the launch of the 2013 Patient Safety and Quality Congress Middle East in Abu Dhabi Sunday. Although mechanisms are in place, not all medical errors are reported, say experts.
"There are hospitals that receive a lot of complaints, and hospitals that do not. Often the hospitals that receive a lot of complaints cater to the more knowledgeable patients, who know their rights and understand the system. These are the patients most likely to file a complaint. There are also the less knowledgeable patients, who are not aware of their rights," tells Layla.
According to her it is important to understand what can and cannot be reported. "Financial disputes are not our responsibility; these can be reported to the Economic Department. Crime is to be reported to police. We have a license and accreditation section that deals with unlicensed healthcare. When the complaint is medical, people come to us."
When a medical error is reported, an investigation will be done. "When there is a minor case, we usually send a letter. The hospital or medical clinic has 10 days to resolve the issue. Moderate cases are investigated by a peer-review group, while for major cases, which usually involve death, a committee is formed. In the latter two cases specialists that work in the same field are involved in the investigation."
As a result of the investigations a hospital may receive a warning letter, recommendations or in the worst case suspension of the license to operate. The facility is then required to make the necessary improvements.
"Health needs to be governed. It should be guided and monitored," Layla believes.
But this does not, as many people might expect, result in compensation. "Compensation can be pursued in court. The conclusion of the committee can be presented in court, though," explains Layla.
Complaints relating to health care received in Dubai can be reported on the DHA website, through the hotline (800 DHA) or at the main office in Business Village Block B.