Privacy Policy

Last updated: [ Tuesday 7 July ]

MedCall Prime Home Healthcare (“MedCall”, “we”, “us”, or “our”) is committed to protecting your privacy and safeguarding the personal and health information you entrust to us. We are a home healthcare provider operating across Dubai and the United Arab Emirates, delivering nursing, IV drip therapy, lab testing, vaccinations, and related care at your home, hotel, or office.

This Privacy Policy explains what information we collect when you use our website (medcall.ae) or our services, how we use and protect it, who we share it with, and the rights you have over your information. We handle your data in accordance with the laws of the United Arab Emirates, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and Federal Law No. 2 of 2019 on the Use of Information and Communication Technology in Health Fields (the Health Data Law), as well as the regulations of the Dubai Health Authority (DHA).

By using our website or booking our services, you confirm that you have read and understood this Privacy Policy.

1. Who We Are

MedCall Prime Home Healthcare is a DHA-licensed home healthcare provider based in Dubai, United Arab Emirates.

Website: medcall.ae
Phone / WhatsApp: +971 55 850 2472
Email: info@medcall.ae
Registered entity: [INSERT REGISTERED LEGAL NAME]
Licence number: [INSERT DHA LICENCE NUMBER]
Registered address: [INSERT ADDRESS]

For any privacy-related question or request, you can contact us using the details in Section 15 below.

2. Scope of This Policy

This policy applies to:

Visitors to our website, medcall.ae;
Individuals who contact us by phone, WhatsApp, email, or online forms;
Patients and clients who book or receive any of our home healthcare services; and
Anyone whose personal or health data we process in the course of providing our services.

It does not apply to third-party websites we may link to, which have their own privacy policies.

3. Information We Collect

Depending on how you interact with us, we may collect the following categories of information.

3.1 Personal identification data

Your full name, date of birth, gender, nationality, and, where required for a medical service or insurance claim, your Emirates ID or passport details.

3.2 Contact and location data

Your phone number, email address, WhatsApp number, and the home, hotel, or office address where you would like a nurse to attend.

3.3 Health and medical data (sensitive data)

Because we provide healthcare, we may collect health information that is treated as sensitive personal data, including your medical history, existing conditions, current medications, allergies, symptoms, reason for the visit, vital signs recorded during a visit, laboratory and diagnostic test results, and treatment or care records. We only collect health data that is necessary to deliver your care safely.

3.4 Payment and transaction data

Details relating to your bookings and payments, such as the service purchased, amount, date, and payment method. Card payments are processed by secure third-party payment providers; we do not store full card numbers on our systems.

3.5 Website and technical data

When you use our website, we may automatically collect your IP address, device and browser type, pages viewed, referring website, and similar analytics information, including through cookies (see Section 10).

3.6 Communications

Records of your enquiries and our correspondence with you by phone, WhatsApp, email, or online form, so that we can respond and keep an accurate record of your care.

4. How We Collect Your Information

We collect information:

Directly from you — when you call, message, email, complete a form on our website, or speak with our coordinators and clinical staff.
During your care — when our DHA-licensed nurse or clinician attends your visit, collects a sample, or records your results.
Automatically — through cookies and analytics tools when you browse our website.
From third parties — where relevant and lawful, such as a referring doctor, a family member booking on your behalf, an accredited laboratory that processes your samples, or your insurance provider.

5. How and Why We Use Your Information

We use your information only for legitimate purposes connected to your care and our lawful obligations, including to:

Respond to your enquiries and arrange your booking;
Coordinate and deliver your home visit and clinical care;
Arrange laboratory testing and return your results, with clinical review by a doctor where applicable;
Verify your identity and eligibility where a service or insurance claim requires it;
Process payments and issue invoices or receipts;
Communicate with you about your appointment, results, and follow-up care;
Maintain accurate medical records as required by UAE healthcare regulations;
Comply with our legal, regulatory, and DHA licensing obligations;
Improve our services, website, and patient experience; and
Send you service updates or marketing communications where you have agreed to receive them (see Section 12).

We rely on your consent to process your personal and health data for your care, and on other lawful bases recognised under the PDPL — such as performing our contract with you, meeting a legal obligation, protecting your vital interests, or providing medical diagnosis and treatment.

6. Consent

We ask for your clear, informed consent before collecting and processing your personal and health data for the purpose of providing your care. Where the law requires explicit consent — for example, to process sensitive health data or to transfer data in permitted circumstances — we will obtain it from you or your legal representative.

You may withdraw your consent at any time by contacting us (see Section 15). Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal, and in some cases we may still need to retain certain records to meet our legal and regulatory obligations (see Sections 8 and 9).

7. How We Share Your Information

We treat your information as confidential and share it only where necessary and lawful. We may disclose your information to:

Accredited laboratories and pharmacies that process your samples or fulfil a prescription, on a need-to-know basis;
Treating clinicians involved in your care, such as the attending nurse or the reviewing doctor;
Payment service providers that process your transactions securely;
Your insurance provider or claims administrator, where you ask us to support an insurance claim or reimbursement;
Trusted service providers who support our operations (for example, secure IT, hosting, and communication providers) under written agreements that require them to protect your data and use it only for the agreed purpose;
Regulators and authorities, including the Dubai Health Authority, the Ministry of Health and Prevention, the UAE Data Office, or other competent authorities, where we are legally required to do so.

We do not sell your personal or health data, and we do not share it with advertisers.

8. Health Data Localisation and Cross-Border Transfers

In line with the UAE Health Data Law, health data relating to services we provide in the UAE is stored and processed within the UAE.

We will not transfer your health data outside the UAE except where this is permitted by law — for example, under one of the exceptions set out in Ministerial Resolution No. 51 of 2021 (such as sending a sample to an overseas laboratory, an insurance requirement, or your own written request). Where a permitted transfer takes place, we apply the required safeguards, which may include obtaining your written consent, using encryption, retaining a copy of the data in the UAE, and putting appropriate contractual protections in place.

For any other personal (non-health) data, any transfer outside the UAE will be carried out in accordance with the PDPL, using an approved basis such as an adequate level of protection in the destination country, appropriate contractual safeguards, or your explicit consent.

9. How Long We Keep Your Information

We keep your information only for as long as necessary for the purposes described in this policy and to meet our legal obligations.

Health data and medical records are retained for a minimum of 25 years from the date of your last health procedure, as required by the UAE Health Data Law.
Other personal data (such as enquiry and marketing records) is kept for as long as needed for the relevant purpose and then securely deleted or anonymised.

10. Data Security

We apply appropriate technical and organisational measures to protect your information against unauthorised access, loss, misuse, or alteration. These include secure systems, access controls limiting data to authorised personnel on a need-to-know basis, encryption of sensitive data where appropriate, confidentiality obligations for our staff, and ongoing review of our security practices.

While we take every reasonable step to protect your information, no method of transmission or storage is completely secure. In the unlikely event of a data breach that affects your privacy, we will act promptly and, where required, notify the UAE Data Office and affected individuals in line with our legal obligations.

11. Cookies and Analytics

Our website uses cookies and similar technologies to help it function, remember your preferences, and understand how visitors use the site so we can improve it. Some cookies are essential; others are used for analytics or performance.

You can control or disable cookies through your browser settings. Disabling some cookies may affect how parts of the website work. For more detail, please see our Cookie Policy [INSERT LINK IF SEPARATE] or the cookie settings on our website.

12. Marketing Communications

We will only send you marketing messages — such as health tips, offers, or service updates — where you have agreed to receive them. You can opt out at any time by replying to the message, contacting us, or using the unsubscribe option provided. Opting out of marketing will not affect messages we need to send you about your care or bookings.

13. Your Rights

Under the UAE Personal Data Protection Law, you have the right to:

Be informed about how your personal data is collected and used;
Access the personal data we hold about you;
Correct inaccurate or incomplete data;
Request deletion of your data, where the law permits (note that we may be legally required to retain medical records — see Section 9);
Restrict or object to certain processing of your data;
Request data portability, receiving your data in a structured, machine-readable format;
Withdraw consent at any time; and
Object to automated decision-making that produces legal effects or similarly significant effects on you.

To exercise any of these rights, please contact us using the details in Section 15. We will respond within a reasonable timeframe and may need to verify your identity first. If you are not satisfied with our response, you have the right to lodge a complaint with the UAE Data Office.

14. Children’s Privacy

Our services may be arranged for children where booked and consented to by a parent or legal guardian, who is responsible for providing the child’s information. Our website is not directed at children, and we do not knowingly collect a child’s personal data online without appropriate consent. If you believe we have collected a child’s data without proper consent, please contact us and we will take appropriate action.

15. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your rights, or want to make a privacy-related request, please contact us:

MedCall Prime Home Healthcare
Phone / WhatsApp: +971 55 850 2472
Email: info@medcall.ae [OR a dedicated address such as privacy@medcall.ae]
Address: [INSERT ADDRESS]

We take your privacy seriously and will do our best to resolve any concern you raise.

16. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. When we do, we will revise the “Last updated” date at the top of this page. We encourage you to review this policy periodically. Significant changes may be communicated to you directly where appropriate.

17. Governing Law

This Privacy Policy is governed by the laws of the United Arab Emirates, and any matter relating to it is subject to the jurisdiction of the competent UAE authorities and courts.