Ministry of Health Approves Mechanism for Rapid Processing of Comments and Complaints Circulated via Social Media
AbdulKarim Al-Abdullah: The Deputy Minister of Health, Sheikh Dr. Salman Al-Sabah, has approved a mechanism to swiftly address and respond to observations and complaints observed and circulated via social media.
According to the mechanism, published by Al-Anbaa, the Public Relations and Media Department is tasked with monitoring observations and complaints related to health services and facilities under the Ministry’s jurisdiction, and referring them to the competent authority for appropriate action.
The mechanism approved by Deputy Minister Al-Sabah stipulates that the competent authority must study every observation or complaint that can be acted upon to improve the services provided by the Ministry immediately upon receipt, verify the facts, and take necessary measures to address them in accordance with prevailing regulations and systems.
The mechanism indicated that the Public Relations and Media Department must be provided with a written report detailing the observation and complaint. The response must include: a summary of the incident; the results of verification and the actions taken; corrective or preventive measures, if any; and future recommendations, where appropriate.
The mechanism specified that written reports must be submitted in a confidential envelope within a maximum period of seven working days from the date the matter was received. In cases requiring a longer period for verification or to complete procedures, the Deputy Minister’s office must be notified before the deadline expires, with an explanation of the reasons for the delay and the time needed to finalize the response.
The mechanism emphasized that all relevant sectors of the Ministry are required to fully and promptly cooperate with the Public Relations and Media Department, providing any information, data, or documents necessary to prepare media responses, without conflicting with laws and regulations governing data protection and information confidentiality.
The mechanism affirmed that the head of each entity is responsible for addressing observations and complaints, adhering to response deadlines, ensuring the accuracy of the information provided, and covering all actions taken regarding the matter.
The mechanism noted that this initiative stems from the Ministry’s commitment to enhancing the quality of health services, reinforcing principles of transparency and accountability, and elevating institutional communication with members of society, thereby contributing to the swift resolution of observations and complaints circulating on social media.
