Beginning January 1, 2014, the Dubai Health Authority made healthcare insurance mandatory for every national, resident and visitor in Dubai, with a view to cover the entire population of Dubai in 2-3 years. According to Dr. Haidar Saeed Al Yousuf, Director of Health Funding at the Dubai Health Authority, the mandatory health insurance model had two key pillars – access and quality. The first pillar ensured access to healthcare for every person in the Emirate. The second key pillar improved service quality at every step beginning with a complaints forum, an e-prescription and e-claims system. Future endeavours included indicators and clinical guidelines, among others. The universal insurance scheme posed several managerial challenges to the healthcare clinics in delivering good quality service to a larger number of patients. The hospital administrator of City Healthcare Clinic, Dubai is concerned about maintaining the quality of service delivery with the increased load of patients.