Healthcare Online Reputation Management for UAE Brands

There is no doubt that the UAE’s healthcare system is one of the best in the world. According to 2018 statistics, there were around 181 doctors for every 100,000 citizens. Medical tourism has increased significantly in the UAE due to improving healthcare quality, and world-class hospitals are becoming increasingly popular. There are, however, a number of challenges and problems in the UAE’s healthcare sector.

Let’s understand these gaps below

Gaps in Effective Communication: According to a study on the factors that influence patient satisfaction in the UAE, the quality and accessibility of healthcare are in line with international standards. Still, it falls short in other areas, such as patient and provider responsiveness and effective communication, as well as healthcare affordability.

Shortage of Skilled Manpower: Healthcare in the UAE region is also constantly plagued with a lack of skilled manpower. There is a severe scarcity of skilled nurses and specialized doctors, according to a research article released in 2021. The same study also suggests that healthcare professionals lack motivation, which results in a low rate of innovations and subpar service performance. As a result, many people are choosing to seek medical care abroad.

Long Waiting Times: Another key metric affecting patient satisfaction poorly in the region is patient waiting times at the healthcare facility. Patients reported long wait times for registration, consultations, pharmacy visits, and other services, according to a 2019 survey of a sample of 552 patients intended to gauge their satisfaction with their waiting experience in hospitals in the UAE. Understaffing, inefficient procedures, and poor facilities, among other things, were significant contributors to lengthy wait times.

Unique Needs of Expats:  Expatriates account for approximately 89% of the total population in the UAE. Although expats have access to both public as well as private healthcare in the UAE, they prefer private care, where English is commonly spoken and most of the medical staff are expats themselves or foreign-trained. This inclination for private care has given rise to a large number of private healthcare players in the sector. However, the expat population often finds itself paying high prices for healthcare. A report by Khaleej Times found that people resent the high fees charged at private hospitals. The perceived high costs of private care naturally set the stage for extremely high expectations from care providers regarding patient experience and care delivery.

All of these factors demand proactive online reputation management for hospitals. Hospitals need to ensure that negative patient experiences due to the factors above or any other factors are addressed efficiently.