Patient Rights & Responsibilities
Last updated: [ Tuesday 7 July ]
At MedCall Prime Home Healthcare, your safety, dignity, and trust come first. Because we bring care into your home, hotel, or office rather than a clinic, we believe you should know exactly what to expect from us — and what we ask of you in return — so that every visit is safe, respectful, and effective.
This Charter sets out the rights and responsibilities of every person who receives care from MedCall. It is aligned with the UAE Patient’s Rights and Responsibilities Charter (Ministerial Resolution No. 14 of 2021), the regulations of the Dubai Health Authority (DHA), and applicable UAE law. This Charter complements, and does not replace, those laws and regulations — where any difference arises, UAE law and DHA regulations take precedence.
Your Rights
As a MedCall patient — and, where appropriate, your family or legal guardian — you have the right to:
1. Safe, respectful, and non-discriminatory care. Receive safe, compassionate, high-quality care from qualified, DHA-licensed healthcare professionals, without discrimination based on age, gender, nationality, religion, disability, or social or economic status.
2. Care based on your clinical need. Receive care that is appropriate to your medical condition, and to be told honestly — before we proceed — if a service is not suitable or safe for you, along with guidance or referral to more appropriate care.
3. Know who is caring for you. Know the name, role, and professional identity of the nurse or clinician attending your visit.
4. Clear information you can understand. Receive clear information about your condition, the service or procedure proposed, its benefits, any risks, available alternatives, and the expected outcome, in language you can understand. If language is a barrier, you may request interpretation support, which we will arrange where available.
5. Give — or withhold — informed consent. Give your informed consent before any test, treatment, or procedure, after receiving the information you need to make a decision. You also have the right to ask questions at any point and to take the time you need to decide.
6. Refuse or stop treatment. Refuse or discontinue any treatment, even after it has begun. Our clinician will explain the possible medical consequences of your decision, and you may be asked to confirm your refusal in writing.
7. Privacy and confidentiality. Have your privacy respected during every examination, procedure, and treatment, and have your personal and health information kept confidential. Your data is handled in line with the UAE Health Data Law and the Personal Data Protection Law, and is only shared with those involved in your care, with laboratories or insurers where necessary, or where required by law. Please see our Privacy Policy for full details.
8. Dignity and protection from harm. Be treated with dignity and respect at all times, and be protected from any form of physical, verbal, or psychological harm.
9. A chaperone and family support. Have a family member, guardian, or chaperone present during your visit where appropriate, and to request that a person of your own gender be present during any intimate examination.
10. Take part in decisions about your care. Participate, to the extent you wish, in planning and making decisions about your own care, together with our clinical team.
11. Appropriate management of pain and comfort. Have any pain or discomfort assessed and managed appropriately, based on sound clinical practice.
12. Transparent pricing. Know the price of your service before it is provided, with no hidden charges — the price you are quoted is the price you pay. You may request an itemised invoice for any service, whether paid by you or by another party.
13. Access to your records and results. Receive a copy of your test results and a medical report on request, in line with DHA rules and our record-keeping obligations.
14. Give feedback and be heard. Share feedback, make suggestions, or raise a complaint about any part of your experience, have it handled fairly and promptly, and — if a concern remains unresolved — escalate it to the Dubai Health Authority through its official channels.
15. Decline research or teaching. Choose not to take part in any research, teaching, or promotional activity without it affecting the quality of your care.
Your Responsibilities
To help us keep you safe and deliver the best possible care in your home, we ask that you:
1. Give accurate, complete information. Share honest and complete details about your current symptoms, medical history, existing conditions, current medications, and any known allergies. Safe care depends on accurate information.
2. Provide valid identification where needed. Have a valid Emirates ID or passport, and your insurance details where relevant, available when required for a service or claim.
3. Provide safe access and a suitable environment. Ensure our nurse or clinician can reach you safely and has a clean, well-lit, and reasonable space to provide care during the home, hotel, or office visit.
4. Treat our team with respect. Treat our staff and clinicians with courtesy and respect, and help maintain a safe environment free from harassment, threats, or abuse. We reserve the right to decline or end a visit where the safety of our team is at risk.
5. Be available at the agreed time. Be present and reachable at the time and place booked, and notify us promptly if you need to cancel or reschedule, in line with our booking and cancellation terms.
6. Follow the agreed plan of care. Follow the instructions and care plan agreed with your clinician, or tell us if you decide not to, understanding that you are responsible for the outcome of refusing recommended care.
7. Ask when something is unclear. Ask questions and request clarification whenever you do not fully understand your condition, your care, or this Charter.
8. Keep your details up to date. Give us correct contact and address information, and let us know of any change in your condition before or during a visit.
9. Look after your belongings. Keep your personal belongings and valuables secure during a visit, as these remain your responsibility.
10. Meet your payment obligations. Pay for the services you receive as agreed at the time of booking.
Emergencies
MedCall provides scheduled home healthcare and is not an emergency service. If you or someone with you experiences a medical emergency — such as difficulty breathing, chest pain, severe bleeding, loss of consciousness, or a severe allergic reaction — call 998 (ambulance) or 999 immediately, or go to the nearest emergency department.
Feedback and Complaints
We welcome your feedback and take every concern seriously.
- Phone / WhatsApp: +971 55 850 2472
- Email: info@medcall.ae [or a dedicated address such as care@medcall.ae]
If you feel your concern has not been resolved, you have the right to raise it with the Dubai Health Authority (DHA) through its official complaint channels.
Contact Us
MedCall Prime Home Healthcare
- Phone / WhatsApp: +971 55 850 2472
- Email: info@medcall.ae
- Website: medcall.ae
- Registered entity: [INSERT REGISTERED LEGAL NAME]
- DHA licence number: [INSERT DHA LICENCE NUMBER]
- Address: [INSERT ADDRESS]
This Charter reflects our commitment to caring for you with skill, honesty, and respect — every visit, wherever you are.