At Burjeel Medical Center – Al Barari, we are committed to addressing patient concerns promptly, fairly, and confidentially. The Complaint Management Process begins when a patient, family member, or visitor submits feedback, a concern, or a complaint through available channels such as in person, telephone, email, website, or patient feedback forms. The complaint is acknowledged and documented by the relevant department or Patient Relations team, after which it is assessed and assigned for investigation. The concerned department reviews the issue, gathers relevant information, and identifies appropriate corrective and preventive actions. Findings and resolutions are communicated to the complainant within the established timeframe, ensuring transparency and respect throughout the process. All complaints are monitored, analyzed, and reported to support continuous quality improvement, enhance patient experience, and prevent recurrence of similar issues. If the complainant is not satisfied with the resolution, the matter may be escalated through the appropriate management channels for further review.
