What does Oman's Ministry of Health expect of patient experience?

Oman's Ministry of Health expects a posted charter of rights in Arabic and English, full disclosure of cost, consent in both languages, interpreters, access to records and complaints answered in writing. The clinics patients recommend go further, answering every enquiry in the patient's own language and asking for feedback after every visit.

What DGPHE's manual requires

The Charter of Patients' Rights and Responsibilities is displayed in at least Arabic and English in every patient care and waiting area, and on the establishment's website. Patients have the right to full disclosure of cost, an interpreter when needed, information about the treating professional's scope and licence, and a copy of their medical records. Care plans are made in partnership with the patient, refusals are signed and documented, and the establishment provides information in several languages where its patients need it.¹

What the Ministry measures

MOH follows patient experience through periodic surveys of patients, their families, providers and staff, and tracks the points of dissatisfaction they raise. Establishments are asked to measure the performance indicators the Ministry sets.³ Clinics may run their own satisfaction surveys, and patients are encouraged to give feedback on their care.¹ Every establishment equipped for it gives first aid in an emergency without asking for payment first.⁴

World class, in practice

• Every enquiry answered the same day, in the language the patient wrote in.
• The price and the cancellation policy shown before the patient commits.
• A reminder before every visit, and the slot offered to the waitlist when it is cancelled.
• A written answer to every complaint, from the whole conversation on record.

1. Post the charter. In Arabic and English in every waiting and care area, and on the website.
2. Publish the prices. The approved price list at reception, and the price at booking.
3. Answer in the patient's language. With interpreters on a list for the consultation.
4. Ask after every visit. A short survey, read every week by a named lead.
5. Close the loop. Every complaint acknowledged, investigated and answered in writing.

1. Week ______ Responses ______
2. Median reply time to enquiries ______
3. Complaints received ______ Answered in writing ______
4. Themes ______
5. Action, owner and date ______

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Questions

In which languages must the rights charter be shown?

At least Arabic and English, with more where the establishment's patients need them.

Must we show prices?

Yes. Patients have the right to full disclosure of cost, and DGPHE's manual asks for a price list of the major services on display.

Does the Ministry survey our patients?

MOH follows patient experience through periodic surveys of patients, families, providers and staff in private establishments.

Sources

1. 1Ministry of Health, Oman, 2024Licensing Regulations for Private Health Establishments Manual, MoH/DGPHE/F/013/Vers.003, August 2024Read source
2. 2Ministry of Health, Oman, 2012Patients' Rights and Responsibilities Policy, P002-2012, draft for the private sectorRead source
3. 3Ministry of Health, Oman, 2025Supervision and Control Policy for Private Health Establishments, MOH/DGPHE/P&P/006/Vers.01, February 2025 (Arabic)Read source
4. 4Qanoon.om, 2024Ministerial Decision 231/2024 issuing the Executive Regulation of the Law Regulating the Practice of the Medical Profession and Allied Medical ProfessionsRead source

Written by the wai team from Oman Ministry of Health guidance, checked on 16 October 2026. This is guidance, not legal advice. Oman MOH does not endorse wai or any software.