Patient Rights, Responsibilities & Clinic Policies
1. PATIENT RIGHTS
Being a valued patient in the Dubai Health Authority, you and your family have the following rights:
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- Receive a written copy of the Patient and Family Bill of Rights from reception, registration office, or Communication and Customer Relations Office. If, for any reason, you don’t understand them, please contact the Administrative Officer in the Health Center or Communication and Customer Relations Office (Toll-free no: 800342 or 800-DHA) for any help including providing an interpreter, if any.
- Receive impartial care respecting your personal values and beliefs from all staff without discrimination, according to DHA rules and regulations.
- Receive comprehensive medical care aiming at reaching proper medical diagnosis and treatment of your illness and/or injury.
- Receive immediate care in emergency cases.
- Know the identity (name & specialty) of the physician responsible for your care.
- Receive from the healthcare team in a simple understandable manner comprehensive information about your diagnosis, proposed treatment, any changes in your health status and causes of such changes, alternative treatment, probabilities of treatment success or failure, therapy advantages and disadvantages (if any), possible problems related to treatment and expected results of ignoring the treatment.
- Have an interpreter (upon availability) if the language presents a barrier to understanding details of your comprehensive medical care.
- You have the right to have a person of one’s own sex present during certain parts of a physical examination, treatment, or procedure performed by a health professional of the opposite sex and the right not to remain disrobed any longer than is required for accomplishing the medical purpose for which disrobing was needed.
- Participate in your care decision-making. DHA encourages patients, parents, or legal guardians, to the extent they wish, to participate in planning and implementing the treatment with nurses and physicians.
- Obtain a medical report and a copy of medical test results from the medical records section (upon your request), for which the health center will charge according to DHA rules and regulations.
- Enjoy privacy while carrying out all examinations, procedures, and treatment at the health center, and confidentiality of all your information.
- Choose the treating doctor (depends on availability), in addition to rejecting him/her upon furnishing a genuine reason.
- Refuse the treatment (if wish so). Thus, the treatment doctor must inform you of the medical consequences of your refusal. Accordingly, you shall sign a form prepared to that effect.
- Refuse examination or access to your treatment details by any person not directly responsible for your care. For persons who are not directly involved in your treatment, must have your prior permission to attend your case discussion, examination, and treatment.
- Be protected during treatment from any physical, verbal, or psychological assault.
- Receive information from the treating doctor (in case you would like to donate any body organ) about the donation process including advantages disadvantages (if any).
- Have a family member or guardian as an escort depending on your health status, as per DHA rules and regulations. However, due to medical reasons, certain units do not allow this.
- Receive a complete explanation of causes to be transferred to another center (should need arise), consequent obligations (financial, administrative, if any), and alternatives. Then, the Health Center management will take all necessary arrangements to obtain the alternate medical center approval to receive the referred patient before starting the transfer process.
- Receive upon your request an itemized bill explaining all charges regardless paid by yourself or by another source.
- Complain, suggest, and comment on services through Communication and Customer Relations Office (Toll-Free 800342).
- View your medical record under the supervision of the treating doctor or a medical team staff, according to DHA rules and regulations.
- DHA respects your right to appropriate assessment and management of pain through evidence-based practices and provides you with all necessary information in this regard.
- In case of any new scientific research conducted by DHA pertaining to your treatment, your doctor will inform you on all related issues including potential benefits and risks, therapeutic alternatives, and medical research protocol details.
- If you are asked to participate in medical research, you have the right to give written consent or refuse. On the other hand, you have the right to end your participation at any time for any reason, noting that this will not compromise the quality of medical services provided to you.
- DHA is committed to provide terminally ill and dying patients with decent and compassionate care respecting their unique needs, according to DHA rules and regulations.
- Right to receive a clear estimate of treatment costs before care begins
2. PATIENT RESPONSIBILITIES
Being a valued patient in Dubai Health Authority, you and your family have the following responsibilities:
- Respect the Health Center’s rules and regulations.
- Show consideration for others and deal with other patients and staff with respect.
- Respect the privacy and comfort of other patients.
- Provide complete and accurate information about present complaints, past illness, previous hospitalization, and treatment and any known allergy.
- Follow the treating doctor’s instructions.
- Give your written General Consent for treatment at DHA upon visit to the Health Center.
- Give your written informed consent before any minor surgery, anesthesia, or any other procedures that entail your written consent (according to DHA rules and regulations; after receiving all information that you may need. This must include the procedure benefits, available alternatives, and all possible risks (if any).
- Hold the responsibility for refusing or not following the treatment plan, after being informed of consequences.
- Avoid delay in taking an appointment from the Medical Records section, as soon as it is requested by the doctor.
- Attend the appointment on time. If you want to cancel it, inform the Medical Records Section 48 hours in advance.
- Respect the priority given to emergency cases.
- Observe safety regulations including the no-smoking policy, maintaining the cleanliness of the place, hand hygiene, etc.
- Ensure that financial obligations due for DHA are fulfilled promptly (if any).
- Give requested samples and attend medical check-up on time.
- Avoid bringing valuables personal belongings to the Health Center. The Health center will not be held responsible for damage or loss of such belongings. However, in emergency cases, you must notify nurses and give them these valuables in the presence of the Health Center’s security staff against duly signed special forms. You must keep a copy of this form and verify the recipient’s official identity. The Health Center management is not responsible for any consequences resulting from nonadherence to the above instructions.
- Ask questions when information is unclear or not understood.
وثيقة حقوق و واجبات المرضى وعائلاتهم — النسخة المحدّثة
كونك مريضًا لدى هيئة الصحة في دبي، لك ولعائلتك الحقوق التالية:
١. الحصول على نسخة من هذه الحقوق من مكتب الاستقبال أو مكتب التسجيل. إذا لم تستطع فهم مضمون هذه الوثيقة لأي سبب، الرجاء التواصل مع مكتب خدمة العملاء لطلب المساعدة بما في ذلك توفير مترجم إن وجد (الأرقام متوفرة في الصفحة الأمامية).
٢. تلقي رعاية صحية عادلة تتسم بالمساواة مع احترام قيمك ومعتقداتك الشخصية من قبل جميع العاملين وفقًا لقواعد ولوائح هيئة الصحة بدبي.
٣. الحصول على رعاية صحية شاملة تهدف إلى تشخيص وعلاج سليم لمرضك و/أو إصابتك.
٤. تلقي رعاية فورية في الحالات الطارئة.
٥. معرفة اسم وتخصص الطبيب المسؤول عن رعايتك.
٦. الحصول على معلومات شاملة عن تشخيصك مع المقترحات العلاجية لحالتك، وإخبارك بأي تغييرات تطرأ على وضعك الصحي وأسبابها. كما لك الحق في معرفة العلاجات البديلة وفرص نجاحها، ومعرفة مزايا علاجك والمشاكل المحتملة ونتائج تجاهل العلاج. ستُقدم لك هذه المعلومات بطريقة بسيطة ومفهومة.
٧. الحصول على مترجم (إن أمكن) في حال وجود عوائق لغوية تمنعك من فهم تفاصيل حالتك الصحية.
٨. الحصول على التوعية اللازمة حول التثقيف الصحي، وإرشادات الوقاية والرعاية الذاتية بما يتناسب مع حالتك.
٩. المشاركة في اتخاذ القرارات الخاصة برعايتك الصحية. وتشجع هيئة الصحة بدبي المرضى والوالدين والأوصياء القانونيين على المشاركة في تخطيط وتنفيذ العلاج مع الأطباء والممرضات.
١٠. الحصول على تقرير طبي ونسخة من نتائج فحوصاتك الطبية من قسم السجلات الطبية (بناءً على طلبك) مع العلم أنها مرتبطة برسوم وفقًا لقواعد ولوائح هيئة الصحة بدبي.
١١. التمتع بالخصوصية أثناء جميع فحوصاتك وإجراءاتك وعلاجك في المركز الصحي والحفاظ على سرية جميع معلوماتك.
١٢. اختيار الطبيب المشرف على علاجك ضمن ما هو متوفر في المركز الصحي.
١٣. رفض العلاج (إذا رغبت بذلك). وعلى الطبيب المعالج إبلاغك بالعواقب الطبية لقرارك، كما يجب توقيعك على استمارة تُقرّ فيها بذلك.
١٤. الحصول على شرح وافٍ حول الخطة العلاجية، ومدة التعافي المتوقعة، وأي خطوات إضافية تتعلق بمتابعة وضعك الصحي.
١٥. حمايتك من أي إساءة جسدية أو لفظية أو أي اعتداء نفسي أثناء تلقي العلاج.
١٦. تلقي المعلومات من الطبيب المعالج في حال كنت ترغب بالتبرع بأي عضو من أعضاء الجسم، بما في ذلك المنافع والمساوئ المحتملة.
١٧. مرافقة أحد أفراد أسرتك أو ولي أمرك وفقًا لحالتك الصحية ووفقًا للوائح هيئة الصحة بدبي.
١٨. تلقي تفسير شامل في حال وجوب نقلك إلى مركز طبي آخر، ومناقشة البدائل المتوفرة. وستتخذ إدارة المركز جميع الإجراءات اللازمة لنقلك بعد الحصول على الموافقة من الجهة المستقبلة، وإبلاغك بالالتزامات الإدارية أو المالية (إن وجدت).
١٩. تلقي فاتورة مفصلة تشرح جميع الرسوم المستحقة الدفع بغض النظر عمن سيتحمل الدفع.
٢٠. تقديم اقتراحاتك وشكاويك لمكاتب خدمة العملاء أو عبر نظام المقترحات والشكاوى الإلكترونية.
٢١. الاطلاع على سجلك الطبي تحت إشراف طبيبك أو أحد أفراد الفريق الطبي وفقًا للوائح هيئة الصحة بدبي.
٢٢. حقك في الحصول على تقييم مناسب لشكواك من خلال اتباع علاج طبي علمي معروف مع إعطائك جميع المعلومات اللازمة.
٢٣. في حال وجود بحث علمي جديد متعلق بعلاجك، سيزوّدك الطبيب بكل المعلومات اللازمة، بما في ذلك الفوائد والمخاطر والبدائل وخطوات البروتوكول.
٢٤. إذا طُلب منك المشاركة في بحث علمي، لديك الحق في القبول أو الرفض، ولديك أيضًا الحق في الانسحاب في أي وقت دون أن يؤثر ذلك على جودة الرعاية المقدمة لك.
٢٥. تلتزم هيئة الصحة بدبي بتقديم رعاية كريمة للمرضى الذين يعانون من أمراض لا شفاء مرجو منها مع احترام كرامتهم واحتياجاتهم وفقًا للوائح الهيئة.
٢٦. الحق في الحصول على تقدير واضح لتكاليف العلاج قبل بدء الرعاية.
الواجبات — النسخة المحدّثة مع إضافة البند ١٦ الجديد
١. احترام قواعد ولوائح المركز الصحي.
٢. مراعاة المرضى الآخرين واحترام جميع العاملين.
٣. احترام خصوصية وراحة المرضى الآخرين.
٤. إعطاء معلومات كاملة ودقيقة عن حالتك الصحية الحالية والسابقة وأي علاج سابق وأي حساسية إن وجدت.
٥. اتباع تعليمات الطبيب المعالج.
٦. إعطاء موافقة مكتوبة على الاستشارة الطبية عند تسجيلك لعلاج في المركز الصحي.
٧. إعطاء موافقة مكتوبة قبل أي عملية جراحية أو تنظير أو تخدير أو نقل دم أو أي إجراء يتطلب موافقة خطية وفق لوائح هيئة الصحة بدبي.
٨. تحمل المسؤولية عند رفض العلاج أو عدم اتباع خطة العلاج بعد إبلاغك بالعواقب.
٩. تفادي التأخير في أخذ المواعيد من قسم السجلات الطبية بناء على طلب الطبيب.
١٠. حضور الموعد في الوقت المحدد، وإبلاغ المركز قبل ٤٨ ساعة في حال الرغبة بإلغاء الموعد.
١١. احترام إعطاء أولوية للحالات الطارئة.
١٢. الالتزام بقواعد السلامة وسياسة عدم التدخين والمحافظة على نظافة المكان.
١٣. ضمان الوفاء بالالتزامات المالية المستحقة في الوقت المحدد (إن وجدت).
١٤. إعطاء العينات المطلوبة والحضور للفحوصات الطبية في الوقت المحدد دون تأخير.
١٥. تجنب جلب الممتلكات القيمة للمركز الصحي، أو تسليمها للتمريض في الحالات الطارئة وفق الإجراءات.
١٦. طرح الأسئلة عندما تكون المعلومات غير واضحة أو غير مفهومة.
3. TREATMENT, BOOKING & NON-REFUNDABLE DEPOSIT POLICY
Applies to all patients of DentalDate Dental Clinic LLC
At DentalDate Dental Clinic LLC, we are committed to providing the highest quality of care. To ensure the smooth operation of our clinic and fair allocation of our team’s time and resources, the following booking and treatment rules apply:
3.1 Appointment Confirmation
All procedures requiring preparation or special materials must be confirmed by a prepayment. The required prepayment amounts are as follows:
- Haas appliances – 100% prepayment
- Aligners – minimum 50% prepayment
- Surgical procedures (implants, recessions, complex surgeries) – 1500 AED prepayment
- Splints – 100% prepayment
- Temporary prosthetic constructions – minimum 50% prepayment
- Permanent prosthetic constructions – minimum 50% prepayment
No appointment will be reserved without the required prepayment where applicable.
3.2 Cancellation and No-Show Policy
- The visit will be cancelled in case of missing confirmation.
- If a patient cancels an appointment less than 24 hours in advance, or fails to show up (no-show) it will be recorded. If a patient cancels an appointment less than 3 hours in advance a fee of 300 aed can be applied.
- If there are two instances of short-notice cancellations and/or no-shows in total, the clinic reserves the right to require full prepayment for any future appointments and.
- If a patient is more than 20 minutes late for the appointment, the clinic reserves the right to cancel or reschedule that visit, as there may not be sufficient time to complete the treatment
- This policy is in place to ensure fairness to our doctors and patients, and to maintain clinic efficiency.
3.3 Repeat Non-Compliance
In cases where a patient repeatedly attends appointments but does not proceed with treatment without medical or valid reason (e.g. wasting the doctor’s time, refusing procedures upon arrival), the clinic may request 100% advance payment for all future visits.
3.4 Payment Policy
- All treatments must be paid according to the agreed financial plan.
- Any outstanding balances must be paid in full (100%) before continuation of further treatment.
3.5 General Terms
- The clinic reserves the right to update this policy at any time. Patients will be informed accordingly.
- By booking an appointment, the patient accepts these terms.
- For all surgical procedures, including but not limited to implant placement, gum recession treatment, and complex oral surgeries, a prepayment of 1500 AED is required to confirm the booking.
- This prepayment ensures proper preparation of surgical materials, equipment, and team availability.
3.6 DentalDate Prepayment Refund Policy
1. Prepayment is non-refundable in the following cases:
- Patient no-show for a confirmed appointment;
- Cancellation of the appointment less than 24 hours in advance;
- Refusal of treatment directly at the appointment if the specialist’s time has already been used and the corresponding resources have been spent.
2. In case of partial prepayment for lab items (e.g. aligners, dentures, crowns, etc.), the amount becomes non-refundable after the start of lab work, even if the patient decides not to continue with the treatment.
*In case the patient requests a refund for an agreed treatment plan involving lab work after the start of the clinical process (including consultation, preparation of the treatment plan and reservation of specialists’ time), a cancellation fee of AED 3,500 will be charged, regardless of whether the treatment has been started or not.
*Financial costs for returns
When returning funds at the initiative of the patient, paid using a bank card or payment gateway, the clinic retains 3% of the refund amount to compensate for the costs of the payment gateway and administrative expenses.
Please note that if you are more than 20 minutes late for your appointment, the clinic reserves the right to cancel or reschedule your visit, as there may not be sufficient time to complete your treatment. Thank you🤍
4. Warranty Policy
4.1 Warranty Policy & Conditions for Splints (Occlusal Appliances)
- The warranty period for a splint is 30 calendar days from the date the device is handed over to the patient.
- The warranty becomes void if the patient misses two or more follow-up appointments required for monitoring and adjusting the splint.
- In case of breakage within the warranty period, a free replacement is only possible if:
– all usage and care instructions provided by the doctor were followed;
– the patient submitted clear photos of the damage in a timely manner, allowing an objective assessment. - If no photos are submitted, or the breakage occurs after the recommended usage period (usually 4–6 weeks), the case is not covered under warranty.
- In non-warranty cases, a new splint must be paid for in full according to the clinic’s official price list.
- The doctor reserves the right to deny warranty replacement if there is reasonable evidence of improper handling or misuse.
4.2 Warranty Policy & Conditions for Aesthetic and Prosthetic Work
To ensure the durability and aesthetics of any prosthetic or cosmetic work (veneers, crowns, bridges, composite veneers), the following warranty rules apply:
Warranty is valid only if all professional dental hygiene procedures are performed at DentalDate Clinic.
The warranty becomes void if the patient:
- performs cleaning, polishing, scaling or any hygiene procedure outside DentalDate;
- misses scheduled follow-up visits;
- declines or does not use prescribed night guard / retainers;
- performs whitening or polishing in other clinics without prior approval.
External clinics may use abrasive materials or ultrasonic tools that can damage the ceramic glaze, coating or veneer integrity.
Any such damage is not covered under warranty.
By proceeding with treatment, the patient confirms awareness and acceptance of these terms.
5. LOST AND FOUND POLICY
Items that are lost anywhere in the clinic will be kept in a designated lost and found area for a period of thirty (30) days.
Applicability
Items that are in good repair and considered worth saving.
Objective
To provide a mean to hold lost items in order to return them to the rightful owner.
Procedures
- Found items will be logged into a lost and found notebook or binder along with a description of the item and the date that it was found. Contact attempt dates, times and whether successful will be noted. The date that the item is picked up or disposed will also be noted.
- A note with the date found will also be attached to the item.
- Clinic will designate a specific locked location where found items will be kept.
- If an item contains identification, the owner will be notified by phone call or email as soon as possible.
- All patients who visited the clinic before discovering the lost items will be contacted by the staff through phone calls or instant messages and emails when patients don’t respond to phone calls. Clinic lost and found procedures will be explained to the owner. Staff will make three attempts to contact the owner. Whether the owner is contacted or not, the item will be disposed according to the following procedures when not claimed after 30 days.
- When the owners name is known, unless the staff knows the owner by sight, the person claiming the item will be required to show identification. If the owners name is unknown, person claiming the item must describe the item.
All items will be retained for 30 days.
At the end of 30 days all items will be disposed of as follows:
- Cash will be considered a donation to nonprofit charity organizations
- ID cards, credit cards, bill, and any other paper containing personal information will be shredded or cutup
- Keys will be separated and each thrown into different closed trash receptacle
- All other paper will be recycled
- Glasses will be donated to the nonprofit charity organizations
- Other items with any value will be donated to nonprofit organizations
- Items with no value will be put in the trash