Dubai Health Reviews 3-Year Milestones in Patient-Centred Care

His Highness Sheikh Ahmed bin Saeed Al Maktoum, Chairman of the Board of Directors of Dubai Health, led a key meeting to look back at the progress made by Dubai Health over the past three years. The meeting was also attended by His Highness Sheikh Mansoor bin Mohammed bin Rashid Al Maktoum, Vice Chairman of the Board. Together with other board members, they reviewed how healthcare in Dubai has become more focused on patients and their needs.

The meeting took place at Dubai Health’s headquarters. Important members at the meeting included Her Excellency Dr. Raja Easa Al Gurg, His Excellency Abdulla Abdul Rahman Al Shaibani, Professor Sir Ian Andrew Greer, His Excellency Walid Saeed Al Awadhi, Mohammed Hassan Al Shehhi, Dr. Amer Sharif (CEO of Dubai Health), and Professor Alawi Alsheikh-Ali from Mohammed Bin Rashid University of Medicine and Health Sciences.

At the beginning of the meeting, Sheikh Ahmed welcomed everyone and thanked them for their ongoing work in improving healthcare services in Dubai. He praised their role in making services better and more satisfying for patients.

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Sheikh Ahmed said that the progress made by Dubai Health in the last three years shows how serious they are about putting patients first in every change they make. He added that these improvements help meet the goals of Dubai Social Agenda 33 — which aims to build a health system that is focused on people’s well-being and can last for years to come.

He also thanked the staff working in different areas of Dubai Health for their hard work, which helped the organization achieve a customer happiness score of more than 90% in the 2024 Dubai Government Customer Happiness Index.

After the meeting, the leaders toured the Dubai Health Operations Center. They learned about the “Patient Journey Redesign Program,” a major project to improve how care is delivered from start to finish.

A New Way Forward in Patient Care
His Highness Sheikh Mansoor bin Mohammed said the changes in how patient care is delivered in Dubai are shaping a new future for healthcare. He said this new direction aims to offer all people in Dubai a smooth and easy care experience.

He also stressed the importance of scientific research in improving healthcare quality. According to him, Dubai Health is working towards a modern, future-ready healthcare system that keeps up with what the community needs and expects. This goal also strengthens Dubai’s reputation as a global leader in medical innovation and high standards.

Dr. Amer Sharif, CEO of Dubai Health, said the organization is working to build a connected healthcare system that follows top global standards. He shared that listening to people’s feedback has become an important part of making services better. Projects like the Press Ganey patient experience program and "Dubai Health Majalis: Voice of the Community" show Dubai Health’s promise to hear from the community and bring care closer to where people live. These efforts also support the goals of the "Year of Community 2025."

Key Progress from 2022 to 2024
During the tour of the Health Operations Center, Chief Operating Officer Khalifa Baqer gave a detailed update on what Dubai Health has achieved between 2022 and 2024. He said all improvements followed their main value: “Patient First.”

Here are some highlights:

Community Health Services
Dubai Health has expanded its services for people in the community. For example, the number of home medicine deliveries jumped by 189% — from 37,724 in 2022 to about 109,000 in 2024.

Patient Transport Services
To make healthcare more accessible, Dubai Health started a patient transport service. This helps patients get to and from hospitals or clinics safely and comfortably. In just one year, the number of people using this service grew from 862 in 2023 to 5,365 in 2024.

Home Care
Home medical visits also increased. In 2022, there were 23,277 home visits. That number grew to 39,114 in 2024 — a 68% increase. This shows Dubai Health’s promise to make care more comfortable and closer to home.

Telemedicine
Telemedicine services — which allow patients to consult with doctors from home — also grew. From 2022 to 2024, Dubai Health provided 256,350 virtual consultations, an increase of nearly 18%.

Call Center Services
Dubai Health’s call center answered around 5 million calls over three years. This shows how responsive and ready they are to help people when they need it.

Improving the Patient Journey
One of Dubai Health’s biggest new projects is the Patient Journey Redesign Program. This plan follows each patient’s steps through the healthcare system — from their first appointment to the end of treatment — making sure their care is smooth and well-organized.

This program aims to improve 45 important types of patient care journeys, which cover around 68% of the population. These include emergency care, special treatments, and preventive care.

The program was built using feedback from the public about their experiences in the healthcare system. It brings together teams from different areas and uses data to make sure Dubai Health is ready for the future — all while keeping the focus on the patient.