Patient Policy

Your Rights and Responsibilities

At Doctor at Home, we believe that the best medical outcomes happen when there is a partnership of mutual respect between the patient and the healthcare provider.

We created our policies by strictly following the UAE Federal Law No. 2 of 2019 and DHA guidelines.

Your Rights as a Patient

When you book a home visit, nursing session, or physiotherapy with us. You have the right to:

• Impartial Care: Regardless of your nationality, religion, gender, or age, you reserve the right to receive high-quality medical treatment.

• Informed Consent: Before the beginning of the treatment, you should be fully informed about your diagnosis, treatment plan, and any associated risks with the treatment.

• Privacy and Dignity: You need not worry about your privacy. Expect total confidentiality. Your health data is stored locally in the UAE. Your care team can only access it directly.

• Right to Refuse: You may decline any treatment or medication. Our doctors will explain the medical consequences of your decision without pressure.

• Clear Communication: Receive information in a language you understand. We support the diverse community with multilingual staff.

Your Responsibilities

To help us provide the safest and most effective care in your home, we ask that you:

• Be Transparent: You should provide accurate details about your medical history. The details about the medications you are taking right now and if you are facing any allergies.

• Provide a Safe Environment: Ensure a safe and respectful workspace for our medical team during the visit to your home or office.

• Follow the Plan: Adhere to the treatment instructions and follow-up care agreed upon with your doctor.

• Respect Appointments: If you need to cancel or reschedule the appointment, please inform us 72 hours in advance to avoid cancellation fees.

How to Share Feedback or File a Complaint

Your voice matters. Your feedback is essential for us to make improvements every time and again. Thence, if your experience did not meet your expectations, or if you have a suggestion:

• Resolution: We aim to review and respond to all feedback formats within 48 hours.

• Escalation: If you feel as patient that your rights were not upheld. You have the right to escalate your concern directly to the Dubai Health Authority (DHA).

Note on Compliance

We regularly update this policy to reflect the latest UAE Federal Decree-Laws on data protection and healthcare safety.

Your continued use of services implies acceptance of these terms.

Our Cancellation & Refund Policy

To maintain the high standard of care our patients expect, we coordinate our medical staff’s schedules specifically for your home visit. We understand that plans change, so we’ve made our policy as straightforward as possible.

1. If You Need to Cancel or Reschedule

• More than 24 hours notice: Cancellations and rescheduling are 100% free. We appreciate the early notice so we can offer that time slot to another patient in need.
• Less than 24 hours notice: A 50% cancellation fee of the total service cost will apply to cover the travel and administrative costs already incurred.
• No-Shows: If our medical professional arrives at your door and is unable to gain access or you are not present, the full service charge will be applied.

2. How Refunds Work

• Eligibility: Refunds are issued for overpayments or cancellations made within the free window (more than 24 hours).
• Processing Time: Approved refunds are typically processed within 7 to 10 business days back to your original payment method (bank processing times may vary).
• Completed Services: Once a medical service, lab test, or nursing visit has been completed, the fee is generally non-refundable.
• Quality Guarantee: In the rare event of a verified quality issue, we will either provide a full refund or a free corrective session, at your preference.

3. Exceptions for Emergencies

We know that life happens, especially in medical situations. If you need to cancel last minute due to a genuine medical emergency or an unforeseen crisis, please contact us. We review these on a case-by-case basis and often waive fees for loyal patients in difficult circumstances.