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Patient Rights & Responsibilities

This document outlines the rights and responsibilities of patients receiving care through CallAdoc Telehealth Services LLC in accordance with applicable standards of the Dubai Health Authority (DHA).

By using our services, you acknowledge and agree to the following:

PART A – PATIENT RIGHTS

1. Right to Access Care

  • Patients have the right to timely access telehealth consultations, subject to availability and clinical suitability
  • Care will be provided without discrimination based on nationality, gender, or background

2. Right to Information

Patients have the right to receive clear, accurate, and understandable information regarding:

  • Diagnosis (where applicable)
  • Treatment options
  • Medications (if prescribed)
  • Risks and limitations of telehealth services

3. Right to Informed Consent

  • No medical service will be provided without patient consent
  • Patients have the right to accept or refuse treatment after being informed of potential risks and consequences

4. Right to Privacy & Confidentiality

  • All consultations and patient data are treated with strict confidentiality
  • Information will only be shared:
    • With patient consent, or
    • As required by UAE law or regulatory authorities

5. Right to Respect & Dignity

  • Patients are entitled to respectful, professional, and ethical care at all times
  • Cultural values and personal preferences will be respected within clinical and legal boundaries

6. Right to Safe & Qualified Care

  • Patients have the right to receive care from licensed and qualified healthcare professionals
  • Services are delivered in accordance with DHA telehealth safety standards

7. Right to Access Medical Records

  • Patients may request access to their medical records, subject to applicable legal and regulatory requirements

8. Right to Provide Feedback & Raise Concerns

  • Patients may submit complaints, feedback, or concerns
  • This can be done without fear of discrimination or service denial

PART B – PATIENT RESPONSIBILITIES

1. Provide Accurate Information

Patients must:

  • Provide complete and accurate medical history
  • Disclose all relevant symptoms and conditions
  • Avoid providing false or misleading information

2. Identity Verification

Patients are required to:

  • Provide valid identification (Emirates ID / Passport)
  • Provide accurate contact details (mobile number and email)
  • Keep their information updated at all times

3. Appointment Responsibility

Patients must:

  • Attend consultations on time or at least 5 minutes early
  • Inform in advance for cancellations
  • Respect scheduled appointment times

Late arrival or no-show may result in:

  • Reduced consultation time, or
  • Cancellation as per applicable policies

4. Emergency Awareness

Patients acknowledge that CallAdoc is not an emergency service provider.

In case of symptoms such as:

  • Chest pain
  • Difficulty breathing
  • Stroke symptoms
  • Severe trauma
  • Life-threatening conditions

👉 Patients must immediately call UAE emergency ambulance services (998) or visit the nearest emergency department.

5. Respectful Conduct

Patients must:

  • Maintain respectful communication with doctors and staff
  • Avoid abusive, aggressive, or inappropriate behavior
  • Use services appropriately and responsibly

Failure to comply may result in suspension or termination of services.

6. Follow Medical Advice

Patients are responsible for:

  • Following prescribed treatment plans (where applicable)
  • Informing doctors of any side effects or complications
  • Avoiding self-modification of medication without consultation

7. Technology Responsibility

Patients must:

  • Ensure stable internet connection and a functioning device
  • Maintain privacy during consultations
  • Avoid recording sessions without prior consent

8. Financial Responsibility

Patients agree to:

  • Understand pricing and payment terms before booking
  • Acknowledge that services are governed by the Refund Policy
  • Accept that payment confirms service activation

9. Compliance with Policies

Patients must comply with:

  • Terms & Conditions
  • Refund Policy
  • Privacy Policy
  • Clinical guidance provided by healthcare professionals

10. Honest Engagement in Care

Patients are expected to:

  • Actively participate in their treatment plan
  • Communicate progress honestly
  • Avoid misuse of prescriptions or medical documentation

IMPORTANT NOTICE

Failure to comply with patient responsibilities may result in:

  • Delay or interruption of services
  • Suspension or termination of access
  • Legal or regulatory escalation where required

✔ Patient Declaration

By using CallAdoc services, you confirm that:

  • You understand your rights and responsibilities
  • You agree to participate honestly and responsibly in your care
  • You acknowledge the limitations of telehealth services
  • You understand and agree to emergency procedures