Be treated to the highest professional standards by appropriately licensed, qualified, and experienced practitioners in a properly licensed and approved facility with honour dignity.
Be involved in any decision making about your treatment and care.
Have communications in your native language or through the services of an interpreter.
Refuse or accept treatment based on personal decision.
Have access to your medical records and expect those records to be up-to-date and accurate.
The right to receive information and ask questions related to the confidentiality of your telemedicine/Home visit consultation and the use of your medical information.
The right to receive safe and quality care within the range of services that telemedicine/Home visit provides.
To seek a second medical opinion about your illness or request for your transfer to another Hospital or facility
Privacy both of person and information.
Be informed regarding any uncovered costs and expenses prior to making decisions.
The right to request an in-person consultation (Home visits) should you feel that the telemedicine consultation is less than adequate or otherwise unsatisfactory.
Receive treatment regardless of the status of your insurance card.
The right to receive a copy of and details about your bill.
Receive information on how to make a complaint to the healthcare facility if unhappy about the lack of access to your rights, medical examination or treatment, behaviour of the staff.
To be free from restraints and seclusion that is not medically necessary.
To be addressed by your proper names and to be informed the names of your healthcare providers.
The right to know the telemedicine/ Home visit grievance process and share a concern or grievance about your care either orally or in writing and receive a timely notice of resolution. If you have a grievance or concern, please contact the Clinic Manager.
To request for the relief from pain.
To be able to exercise cultural and spiritual believes.
Patient Responsibilities
To present their valid EID/insurance card with them when they approach Droncall.
To follow any specific rules and regulations of the facility.
Follow the treatment plan as outlined by the health care professional.
Ask any question if they are not clear and got convinced about any aspect of their healthcare provided including documents that are being asked to sign.
To consider the rights and responsibilities of other patient and healthcare professionals and treat others including visitors with courtesy and respect.
Not to use abusive language or display unsocial behaviour to Doctors/Nurses or other staff.
To show consideration for the needs of others at all times.
To give accurate information about personal details, medical history, medication you are receiving and history of allergies or sensitivity to medicines.
Face the outcomes of your own actions if you decide not to follow any advice, instructions and/or treatment plan and recommendations.
To keep appointments and inform staff if you are unable to attend so that the time can be used by other patients.
To inform staff if you have any special needs for effective refusal from the consultation.
To be accountable for payment of any deductible or medical services excluded from the insurance scheme provided by the practitioner/facility.
To take care of the Droncall property and supplies (if any)
Patients’ Rights (Mental Health Services – in accordance with UAE Federal Law No. 10 of 2023 on Mental Health)
Patients shall be treated with dignity, respect, and humanity at all times without discrimination, while ensuring protection of privacy, cultural values, and personal beliefs
Patients have the right to receive care in the least restrictive environment that preserves their dignity and meets needs thereof according to their health condition.
Patients have the right to provide informed consent prior to any psychiatric or psychological assessment, diagnosis, treatment, or medication, except in emergency situations or where involuntary treatment is permitted under law.
Patients have the right to confidentiality of all medical and personal information, which shall not be disclosed without consent except as required by law or where there is risk of harm to self or others.
Patients have the right to participate in decisions regarding their care plan, including the right to accept or refuse treatment in line with applicable legal provisions.
Patients have the right to receive clear, accurate, and understandable information regarding their diagnosis, treatment options, medications (including dosage, route, frequency, and side effects), and expected outcomes.
Patients have the right to be protected from all forms of abuse, neglect, exploitation, or degrading treatment, and to receive care solely for therapeutic and safety purposes.
Patients have the right to appropriate intervention in emergency situations where there is risk of harm to self or others, in accordance with UAE law, including escalation or referral when required.
Patients have the right to continuity of care, follow-up, and referral to specialized mental health services when clinically indicated.
Patients have the right to raise concerns or complaints regarding their care without fear of retaliation and to have them addressed appropriately.
Minor psychiatric patients shall be provided with enhanced protection in accordance with the UAE Federal Mental Health Law (Federal Law No. 10 of 2023), ensuring that all decisions are guided by their best interests, age, and clinical condition, including the right to education and continuity of learning without disruption to essential care. The legal guardian or representative shall be responsible for fully complying with the prescribed treatment plan and ensuring adherence to clinical recommendations and follow-ups. Any psychiatric assessment, intervention, or procedure shall be preceded by appropriate psychological preparation conducted by a qualified social worker or psychologist, and in cases of compulsory admission, minors shall be accommodated in separate, age-appropriate facilities distinct from adult patients to ensure safety, protection, and appropriate care standards.
Patients’ Responsibilities (Mental Health Services)
Patients are responsible for providing accurate, complete, and truthful information regarding their medical history, psychiatric history, symptoms, medications, and any risk-related factors.
Patients are responsible for complying with the agreed treatment plan, including attending scheduled consultations, taking medications as prescribed, and following clinical advice.
Patients are responsible for treating healthcare professionals with respect and must not engage in abusive, threatening, or inappropriate behaviour.
Patients are responsible for complying with applicable UAE laws and safety instructions, particularly in situations involving risk assessment or emergency interventions.
Patients are responsible for actively participating in their care by communicating concerns, asking questions, and engaging in treatment decisions to support safe outcomes.
Patients are responsible for attending recommended follow-ups, investigations, or referrals to higher levels of care when advised by the treating clinician.
Patients using teleconsultation services are responsible for ensuring privacy and appropriate conditions during consultations and for using the service appropriately and responsibly.
.png){kind=small}
.svg)
.png)