• Patients
• Patients’ families or relatives
• Third parties on behalf of a patient or family member with the written consent of a patient, parent or guardian
• Employees or contracted personnel employed by or affiliated with Abu Dhabi Health Services Company and the SEHA HealthSystem
• Individuals referred from:
  • Health Authority – Abu Dhabi (HAAD)
  • Abu Dhabi Systems & Information Centre (ADSIC)
  • Other legitimate sources/services (e.g. Media)

• In person
• By telephone
• By fax
• By letter
• By e-mail
• Via www.seha.ae

*A list of all SEHA healthcare facilities is available on SEHA official website.

1. Toll free number 800-SEHA (7342)
2. Main line number +971 02 651 9000
3. Walk in Abu Dhabi Blood Bank, Khaldiyah
4. SEHA Website www.seha.ae

The SEHA HealthSystem is a substantial enterprise comprised of 12 hospitals, 62 Ambulatory and Primary Care Centers and 2 regional blood banks. Each year our more than 16,700 employees service around 5 million patient encounters including more than 105,000 inpatients and 4.9 million emergency, urgent care and outpatient visits. With volumes like that to manage, there are inevitably questions or concerns that are raised.

SEHA Customer Care and Service Centre response team uses the SEHA Call Centre as a way to centralize management of complaints and ensure proactive resolution in a disciplined and caring way.

• If you have a concern, complaint, suggestion or comment about service quality, your Customer Service Specialist will help you resolve it directly. A few examples of service quality issues are appointments and appointment times, facility maintenance or cleanliness concerns, staff service or attitudes, waiting times and the like.
• Concerns about patient safety, clinical outcomes, treatment plans or other clinically related matters are forwarded directly to our Clinical Affairs Department. Investigators there are clinically trained to conduct a thorough and fair investigation of the facts raised and help you reach resolution to your issue
• For concerns about billing or insurance, we will refer you either to our business office or to your insurance company as appropriate.

No. Anonymous complaints cannot be accepted. In order to investigate and respond to issues, complaints or concerns, we need to know who you are and what circumstances surround your issue. This permits us to conduct a thorough investigation and get back to you at the contact number you provide to follow up with you.

However, we recommend that you first register your concern with the management of the SEHA healthcare facility providing the service. If, after voicing your concern you remain dissatisfied or have not resolved the matter to your satisfaction at that level, you can contact us for assistance. If you feel that the matter relates to a major risk issue you should seek out the administrator in charge at the facility or, you can contact us immediately for assistance.

In general, we require that all complaints eventually be put into writing with relevant details, names, dates and times shown. We also ask for a copy of your Thiqa insurance card or other insurance card for identification purposes along with any other relevant documents which will help in the investigation.

There are no required fees to make a complaint or to contact SEHA Customer Care and Service Centre for any reason.

Anyone raising an issue is entitled to a summary report of findings based on the type of investigation conducted. Most complaints require about 7 business days to resolve depending on the type of problem. Some minor issues are resolved in less time while more complex clinical issues may take much longer. On conclusion of the investigation, someone will get back to you from either SEHA Customer Care and Service Centre, the SEHA HealthSystem facility involved or through our Clinical Affairs Department at SEHA.

All complaints are handled discretely with serious attention, professionalism and complete confidentiality.

• Normally, an acknowledgment call is made as soon as the complaint is received and logged by SEHA Customer Care and Service Centre
• If additional information is needed from the complainant, a follow-up call will be made to the complaint.
• In general, we need 7 working days to investigate and resolve most complaints before providing you with an outcome of the investigation.
• Clinical complaints can be more involved and require more time to investigate and resolve. SEHA’s Clinical Affairs Department is responsible for conducting the investigation into clinical issues and conveys final investigations outcomes to the complainant according to prescribed policies and procedures in effect from time to time and as may be required by law.

Call us! We are here to serve you and provide you exceptional, caring service.