Responding to a Patient Complaint or Regulatory Investigation in the UAE

What you will learn

• Identify the competent health authority and complaint route for a concern raised in any emirate, including the position in Sharjah and Dubai Healthcare City.
• Distinguish the medical liability track from the licensing and disciplinary track, and explain how they interact.
• Apply the definitions of medical error, gross medical error and no-liability cases in Federal Decree-Law No. 4 of 2016 and Cabinet Resolution No. 40 of 2019.
• Describe the Medical Liability Committee procedure and the grievance route to the Supreme Committee of Medical Liability.
• Calculate the grievance deadlines that apply under federal law, in Dubai and in Abu Dhabi.
• Explain disciplinary penalties, remedial measures and precautionary suspension, and their effect on licences and good standing certificates.
• Carry out the immediate steps after receiving a complaint and avoid actions that create conduct or probity concerns.
• Build an accurate, sourced chronology from the medical record, obtained through an authorised route.
• Write a structured, honest and respectful written response, and prepare for meetings and committee hearings.
• Demonstrate insight and plan targeted, evidenced remediation while looking after your own wellbeing.

Syllabus

11 sections, about 3 learning hours, 20-question final assessment

1. 1The UAE complaints landscape3 lessons

   • Complaints, concerns and investigations in UAE healthcare
   • Which authority deals with your case
   • Patient rights, professional duties and the right mindset
2. 2Complaint routes by health authority3 lessons

   • MOHAP: complaints about private facilities and their staff
   • DHA: medical complaints and the Dubai regime
   • DOH Abu Dhabi, Sharjah and Dubai Healthcare City
3. 3The Medical Liability Committee process3 lessons

   • Medical error, gross medical error and no-liability cases
   • How the Medical Liability Committee works
   • Grievance, criminal exposure and reconciliation
4. 4Disciplinary action and precautionary measures3 lessons

   • Federal disciplinary penalties and your right to be heard
   • Dubai and Abu Dhabi: penalties, precautionary measures and grievances
   • Your licence, good standing and employment during a complaint
5. 5The first days: what to do and what not to do3 lessons

   • The first 72 hours
   • What not to do
   • Insurance, legal advice and support
6. 6Evidence, records and the facility review3 lessons

   • The medical record as your main evidence
   • Building an accurate chronology
   • Facility investigations, incident reporting and candour
7. 7Writing your response and attending hearings3 lessons

   • Structuring your written response
   • Tone, language, apology and accuracy
   • Meeting the patient and attending the committee
8. 8Insight, remediation and wellbeing3 lessons

   • Insight: what it is and how to show it
   • Remediation and evidence of change
   • Wellbeing and practising during and after a complaint
9. 9Conclusion and key points1 lesson

   • Conclusion and key points
10. 10References and further reading1 lesson

    • References and further reading
11. 11Your reflective account1 lesson

    • Your reflective account

Course facts

CPD value

Approximately 3 learning hours (self-directed CPD, including knowledge checks, reflection and assessment)

Audience

All licensed healthcare professionals in the UAE (physicians, dentists, nurses, midwives, pharmacists and allied health professionals), in government and private facilities, and managers who handle complaints

Standards covered

Federal Decree-Law No. 4 of 2016 Concerning Medical Liability; Cabinet Resolution No. 40 of 2019; Cabinet Resolution No. 14 of 2020; Federal Law No. 5 of 2019; Cabinet Resolution No. 67 of 2020; Federal Law No. 6 of 2023 and Cabinet Resolution No. 176 of 2025; Ministerial Resolution No. 14 of 2021 (Patient's Rights and Responsibilities Charter); Dubai Executive Council Resolution No. 49 of 2024; DHA Standards for Code of Ethics and Professional Conduct (ST-66) and Sentinel Events Standards (ST-53); Abu Dhabi Law No. 10 of 2018; DOH Incident Reporting and Management Standard V2 (2024); Sharjah Executive Council Resolution No. 29 of 2025

Format

Self-paced, gated lessons with knowledge checks, UAE case studies and reflection

Assessment

20 scenario-based questions, 80% to pass (16 of 20)

Outcome

Certificate of completion and a written reflection for your professional development portfolio

Alignment

Supports reflection on DHA Code of Ethics ST-66 standards on integrity and accountability (Standard 6), professional communication (Standard 8) and continuing professional development (Standard 9); the duties in FDL 4/2016 Art. 3–4 and CR 40/2019 Art. 2; and the patient complaint rights in Ministerial Resolution No. 14 of 2021, as applied by MOHAP, DHA, DOH and SHA

Price

AED 449

Who this course is for

Licensed healthcare professionals in every profession, in government and private facilities, and the managers who handle complaints.

Written for professionals licensed by any UAE authority: MOHAP, DHA, DOH, SHA or DHCR. Where the rules differ, the course explains the difference.