We are committed to providing quality patient care, promoting (patient, caregiver, visitor, guest) satisfaction and managing any complaint or grievance in an efficient and timely manner.

For any complaints (patient, caregiver, visitor, guest) please follow the below procedure:

• You will be informed of your rights and can access the Patient Introductory Booklet through DASMC website.

• You or your family member may express a complaint to the Patient Liaison Officer. This is the first line of contact for patient complaints. He can be reached at : [email protected] , or requesting a personal meeting with him through the receptionist.

• A dedicated electronic complaints portal is available to better track and resolve all complaints and suggestions. Electronic complaints will serve as the primary documentation. If additional information is needed, the person responsible for answering the complaint will contact the complainant to obtain the additional information. Please find the QR code to access the electronic form from the reception area.

• In case you don’t want to use the electronic portal, you have the right to issue a written complaint by a letter or email to [email protected], which must contain the following:

1. Patient name
2. Complaint subject
3. Date of complaint
4. Description of complaint/issue
5. Requested action
6. Signature of patient, visitor, guest or a representative
7. Telephone number and/or address, depending on preferred method of response

• Once complaints have been submitted, they will be handled by the Patient Liaison Officer. Depending on the nature of the complaint, it should be resolved within 10 working days and the complainant will be called with an update.

• As we are continuously striving to improve our services and care to meet the needs of patients and their families, we highly encourage you to inform the Patient Liaison Officer of any suggestions or compliments. Alternatively, you may access the online Feedback  And Survey Form for any suggestions or  to express your satisfaction with our services and with the  Specific healthcare provider you visited, as well as provide feedback and suggestions for improvement using the QR code that is available with the receptionist.

• Any attempt to by-pass the above process of submitting a complaint by raising complaints publicly on social media platforms, prior to any attempt to contact and receive a reply from DASMC within 10 days, will not be tolerated nor acceptable and might have a legal consequences.