A:

• The person affected by the medical issue.
• A first-degree relative or legal guardian of the affected person.
• A representative authorised by the affected person to submit the complaint on their behalf.

A: You can submit a complaint through any of the following channels:

• NHRA’s Medical Complaint Registration eService, available through the Bahrain eGovernment portal.
• By email: complaints@nhra.bh.
• Tawasul, the National Suggestions and Complaints System.
• In person at the NHRA.

A:

When submitting a medical complaint, you should provide:

• A completed Medical Complaint Registration Form.
• A copy of the patient’s CPR.
• A copy of the complainant’s CPR, if the complainant is not the patient
• Any relevant supporting documents available to you, such as medical reports, medical records, X-rays, laboratory results, or other documents related to the complaint.

A: NHRA cannot accept a complaint anonymous complaints, as this ensures the seriousness of complaints and maintains confidence in the medical system. However, upon request, NHRA can keep the complainant’s identity confidential, disclosing it only when necessary.

A:

• Practitioners such as doctors, nurses, dentists, pharmacists, physiotherapists, paramedics, and other allied health professionals regulated by the NHRA.
• Health service facilities such as public or private hospitals, clinics, medical centers, day surgery centers, the Ambulance Service, and others providing clinical care or treatment to individuals.
• The complaint can be about the health service provider’s professional conduct and/or the clinical care and treatment provided, or fitness to practice.

A: There are no fees for submitting a complaint.

A:

The Medical Complaint Registration Form is available through:

• NHRA’s website (direct form link).
• By requesting it via our email: complaints@nhra.bh.

You may also submit your complaint electronically through the NHRA Medical Complaint eService.

Medical Complaint Registration Form — Bahrain eGovernment Portal

A: Our staff can provide guidance on how to complete the Complaint Form and clarify the information required for submission. They do not write or formulate the complaint on behalf of the complainant.

A: Once the NHRA receives your complaint, it will be assessed, and if it is not within NHRA’s jurisdiction, you will be notified and directed to the appropriate authority where possible. If the complaint is within NHRA’s jurisdiction, you will receive an acknowledgment letter, which will include the number assigned to your complaint. The NHRA will obtain all relevant information, including a copy of your medical record and a report from your healthcare provider. Internal/external professional advisors and committees may be needed to review your complaint before a decision is reached. Once a final decision is made, you will be notified of the result.

A: There is no specific time frame in which complaints are resolved. Once a complaint is received, it will be reviewed and the necessary information to evaluate the complaint will be gathered. It may take several months to review and/or resolve depending on the nature of the complaint.

A: It is not within the jurisdiction of NHRA to consider any claims for compensation. NHRA’s role lies in determining the medical error and the disciplinary punishment for health professionals. Should you wish to pursue compensation, you may file a claim before the courts.

A: The NHRA cannot compel a health service provider to alter their fees or make any recommendations in relation to their fees. The NHRA cannot compel a health service provider to provide you with a refund. Should you wish to pursue a refund, you can seek legal advice or contact the Consumer Protection Directorate of the Ministry of Industry and Commerce.

A: The NHRA does not directly amend medical records, as the healthcare facility concerned is responsible for maintaining and updating them. If you are not satisfied with the information in your medical records, you may submit your comments to the healthcare provider and request that they be added to your records.

A: NHRA cannot provide treatment or make recommendations regarding alternative healthcare providers.

A: A health service provider is required to provide treatment in an emergency situation. However, in non-emergency situations, a health service provider can refuse to treat you, provided that their decision does not contradict medical practice or ethics. You can file a complaint if you believe you were refused medical treatment without justification.

A: If you decide to withdraw your complaint, you must submit a signed Complaint Withdrawal Form. However, NHRA reserves the right to continue investigating the complaint if it represents a significant issue of public health or safety and involves a medical error or a violation of medical practice ethics or regulations.

A: A complainant cannot appeal NHRA’s decision. In case of dissatisfaction with the decision, you may approach the judicial authorities in the Kingdom.

A: The complaint file and all related documents, reports, and investigation proceedings are kept confidential at NHRA. It is not permitted to release any document related to the investigation to any party, including the complainant, except through an official request from the judicial authorities in the Kingdom.

A:

• Management of the healthcare facility where you received treatment.
• Consumer Protection Directorate of the Ministry of Industry and Commerce (click here)
• Ministry of Health (for non-regulatory concerns about a public health service) (click here).