Dubai Health has recorded major strides in patient-centered care over the past three years, with leaders highlighting strong growth across home care, telemedicine, and access services, as well as a customer happiness score surpassing 90% in 2024.
Chaired by His Highness Sheikh Ahmed bin Saeed Al Maktoum, the Dubai Health Board of Directors convened to assess the impact of recent healthcare initiatives aimed at improving service quality and patient experience. His Highness praised the board’s ongoing efforts to advance the city’s healthcare system in line with the Dubai Social Agenda 33, which prioritizes sustainability and people-centric care.
Held at Dubai Health’s headquarters, the meeting was attended by senior officials and health leaders, including His Highness Sheikh Mansoor bin Mohammed bin Rashid Al Maktoum, Vice Chairman of the Board, and Dr. Amer Sharif, CEO of Dubai Health.
Sheikh Ahmed credited the organization’s progress to a system-wide commitment to putting patients first, reflected in the latest Dubai Government Customer Happiness Index.
“Dubai Health’s achievements over the past three years reflect our commitment to placing patients at the heart of every improvement and transformation,”
he said.
Sheikh Mansoor echoed the importance of continuous innovation in care delivery, stating that scientific research and community feedback are core to shaping a responsive and future-ready health system.
“Our aim is to deliver a future-ready patient journey, aligned with the needs and expectations of our community,”
he said.
Following the meeting, the board toured Dubai Health’s Operations Center, where leaders were briefed on the Patient Journey Redesign Program. The initiative targets 45 priority care pathways — from emergency to preventive care — covering roughly 68% of the patient population. Built on direct feedback, the program aims to streamline services and ensure a smooth patient experience at every stage of care.
Khalifa Baqer, Chief Operating Officer, presented a detailed report on key service improvements between 2022 and 2024. Among the highlights:
- Home care visits rose by 68%, from 23,277 in 2022 to 39,114 in 2024, totaling over 90,000 visits during the period.
- Telemedicine services increased by 17.7%, reaching 92,930 consultations in 2024.
- Patient transport services, launched in 2023, expanded rapidly with users growing from 862 to 5,365 in just one year.
- Home medicine deliveries surged by 189%, with nearly 109,000 deliveries recorded in 2024 alone.
- Call center operations handled approximately 5 million calls over three years, reflecting strong system responsiveness.
Dr. Sharif emphasized that community engagement continues to shape the direction of healthcare delivery. Initiatives like the Press Ganey patient experience program and ‘Dubai Health Majalis: Voice of the Community’ underline the importance of public feedback in driving improvements.
The Board’s review confirms Dubai Health’s trajectory toward a more integrated, accessible, and patient-first health system — one aligned with global best practices and the emirate’s ambitions to become a leading hub for healthcare excellence.
News Source: Dubai Media Office
