Medical complaints against government and private hospitals and clinics in Dubai have risen sharply this year, a top official said.
In an exclusive interview, Dr Laila Mohammad Al Marzouqi, Head of the Clinical Governance Office, Health Regulation, Dubai Health Authority (DHA), said 90 complaints have been received against private hospitals and clinics so far this year against 52 last year. Similarly, there were 28 complaints against government hospitals and clinics in 2010 against 18 in 2009, she said.
Dr Laila, a cardiologist who spent 10 years in Ireland and six years at Dubai Hospital before taking over as head of clinical governance last September, said the rise in the number of complaints might be attributed to an increase in the number of healthcare facilities in the city, along with greater awareness created by the DHA among the public to share their experiences and provide feedback about the services they have received (see box above).
“Patients are more aware of their rights today,” Dr Laila said, adding that the DHA was transparent and unsparing in dealing with complaints. She said investigations into the medical complaints had revealed several cases of negligence, malpractice or both.
Explaining the difference, she said: “Negligence could be an error in diagnosis, treatment or illness management and is the failure of a doctor or medical professional to act with prudence that a reasonable person with similar training and experience would exercise under similar circumstances.”
“[However] when a negligent act or omission by a doctor or any other medical professional results in damage or harm to the patient, it is malpractice,” added.
She said 14 cases of negligence had been detected in the private sector as against one in government hospitals in 2009.
There was one case of malpractice each in the two sectors, she added, noting that the figures for both negligence and malpractice in 2009 stood at seven and three in private and government facilities respectively. She said many complaints result from failure of healthcare professionals to communicate effectively with patients or among themselves.
According to her, action taken against such complaints could range from issuing notice letters and warnings to ordering suspensions and revoking licences.
Figures for each of these actions were not immediately available.
Sharmila Dhal
Gulf News