UAE's first national multiple sclerosis helpline aims to offer critical support to patients

Available daily, service will provide unprecedented support to patients across the country

Mansoor Al Mansoori, Chairman of the Department of Health, speaks at the launch of the National Multiple Sclerosis Society in Abu Dhabi in 2023. Khushnum Bhandari / The National

The UAE has taken a significant step in improving care for people living with multiple sclerosis by launching the MS Helpline, the nation's first dedicated support service for the chronic disease.

Launched by the National Multiple Sclerosis Society in partnership with Abu Dhabi health technology company M42 and supported by Mubadala through the Mubadala Foundation, the helpline offers expert guidance, emotional support and access to critical resources tailored to the needs of the MS community.

Accessible by dialling 800677 and available daily from 10am to 10pm, the line provides personalised assistance, including referrals to specialists, mental health assessments and active listening support.

“The UAE’s leadership prioritises advancing health care for everyone and the National Multiple Sclerosis Society is committed to improving access to necessary medical services for people living with MS,” said Ahmed Taleb Al Shamsi, chief executive of the Emirates Foundation and vice chairman of the NMSS. “We are proud that this helpline is a regional first for dedicated MS support.”

Transforming support systems

The MS Helpline is part of a broader initiative by the NMSS to improve quality of life for patients. The helpline also aligns with the National MS Coalition's objectives, announced on World MS Day in May. These include introducing a national agenda for MS care, fostering knowledge sharing and addressing gaps in services through a structured framework.

“The introduction of the MS Helpline is an important service that we are proud to support,” said Mansour Ahmed Al Ketbi, deputy chief corporate and human capital officer at Mubadala. ”Our collaboration with NMSS and Ma'an underscores our ongoing commitment to enhance social efforts that drive positive outcomes in our community. We aim to enhance the quality of life for those affected by MS and ensure they have access to the necessary support and resources.”

What is multiple sclerosis?

Multiple sclerosis (MS) is a neurological condition that can affect the brain and spinal cord.

The disease causes the immune system to attack the protective layer that covers nerve fibres (the myelin sheath), preventing brain signals from properly reaching other parts of the body.

It is a lifelong condition with no known cure or cause, although there are treatments to manage symptoms.

According to the NMSS, about 64 in every 100,000 Emiratis in Abu Dhabi are diagnosed with MS, twice the global rate.

Empowering the community

Designed as more than a traditional call centre, the MS Helpline aims to redefine how support is delivered.

“Whether you’re newly diagnosed, seeking ongoing support, or a loved one looking to help, our helpline is here to provide guidance,” senior manager Hala Zainal said. “Our goal was to create a helpline that goes beyond a traditional call centre, combining expert healthcare advice with compassionate emotional support.

"We wanted to provide a safe and confidential environment where individuals can discuss their concerns with experienced professionals specifically trained to support people with MS, offering empathetic counsel, de-escalating distressed calls, and facilitating mental health follow-ups with healthcare teams.”

Dr Ruqqia Mir speaks at the launch of the first National Multiple Sclerosis society in Abu Dhabi. Khushnum Bhandari / The National

The helpline was piloted with members of the MS community to ensure it meets specific needs, using M42’s operational expertise and resources. “Together with our operational and healthcare partners, we’re creating a supportive ecosystem that puts the MS community at the heart of its operation and works to design solutions to fill gaps identified by our community,” Ms Zainal said.

Omar Al Nokhatha, an MS ambassador, said: “I believe the helpline will have a dramatic positive impact on the MS community. Having a reliable source to reduce confusion and misinformation is essential, especially during times when individuals feel lost and uncertain. Such initiatives play a crucial role in calming people and providing them with a trusted channel to connect with experts, offering much-needed clarity on MS-related concerns, which by its essence fosters healing.”

Established in 2022 under the Ministry of Community Development, the NMSS is a UAE-based NGO dedicated to improving the lives of people living with MS through education, advocacy, and advancing global efforts to find a cure.

For more information or to contribute to the MS community, visit the NMSS website or donate through the Authority of Social Contribution – Ma’an platform.