PATIENTS AND THEIR FAMILIES HAVE THE FOLLOWING RIGHTS:

1. To know the mission statement of the healthcare facility and type of services that they provide
2. To be treated with dignity and respect, consistent with professional standards for all patients regardless of manner of payment, race, sex, nationality, religion, culture, disability or any other factor
3. To be treated to the highest professional standards by appropriately licensed, qualified and experienced practitioners in a properly licensed and approved facility
4. To receive care that is considerate and respectful of the patients’ personal values and beliefs
5. To receive healthcare on the basis of clinical need
6. To receive emergency medical care and treatment easily and quickly
7. To be referred to a specialist/consultant for special care when there is a clinical need
8. To receive a detailed explanation of their condition, care, treatment and aftercare, in terms that are free from professional jargon in order that the patient can fully understand
9. To access their medical record and medical information
10. To seek a second opinion without fear of compromise to his or her care within or outside the hospital
11. To privacy during examination, procedures, clinical care/treatment and to know who is in attendance and the purpose of those in attendance
12. To informed consent for treatment, procedures and interventions, as per Department of Health Consent Policy (Reference PPR/hCP/P0003/07)
13. To receive verbal and written information about any proposed treatment and to be told if there are any alternatives available
14. To have all clinical and pharmaceutical records kept fully updated and relevant, information fully documented and personal details and records kept fully confidential and protected from loss and misuse
15. To receive information on admission regarding the healthcare facility’s regulations and relevant policies
16. To reasonable safety in relation to the healthcare facility environment and practices
17. The freedom to choose their pharmaceutical care provider
18. To receive relevant, current and understandable information concerning their drugs and treatment
19. To decision making about their drugs and treatment choices
20. To discuss and request information related to their specific drug therapy, possible adverse side effects and drug interactions
21. To have drug therapy monitored for safety and efficacy and reasonable efforts made to detect and prevent drug allergies, adverse reactions or contraindications
22. To monitor the patient compliance and proper drug use and institute remedial interventions when necessary
23. To be provided with Arabic/English interpreter services; all other language barriers will be accommodated based upon availability of interpreter resources
24. To have any complaint that they may make acknowledged and fully investigated, and be provided with a written response as per the facility policy
25. To be protected from physical assault during their visit/stay in the healthcare facility
26. To appropriate protection if they are children, disabled, elderly or vulnerable
27. To care at the end of their life which is respectful and compassionate
28. To be informed regarding any uncovered costs and expenses prior to making decisions. To receive treatment in an emergency situation regardless of the status of their insurance card
29. To receive information on how to make a complaint to the healthcare facility if unhappy about the lack of access to their rights, medical examination or treatment, behavior of the staff or healthcare facility safety standards

If you have a suggestion or complaint about the services provided you may:

• Ask to speak to one of our head of departments.
• Submit a Suggestion and Complaint form available in all reception areas
• Contact us at +971 2 559 1800
• Email us at info@perfectbalance.ae

Your feedback will be handled appropriately, professionally and confidentially.

If you feel that your complaint is not receiving appropriate attention, you have the right to reach out to the Abu Dhabi Government by phone at 800 555 or by email at contact@abudhabi.ae and to the Joint Commission International by email at JCIquality@jcrinc.com

PATIENT RESPONSIBILITIES

Patients and their families have the following responsibilities:

1. To bring a valid ID, their medical and insurance cards with them every time they attend the facility
2. To follow the rules and regulations of the facility
3. To follow the treatment plan as outlined by the healthcare professional
4. To ask any questions if they are not clear about any aspect of the healthcare provided
5. To consider the rights and responsibilities of other patients and healthcare professionals
6. To show respect and courtesy to caregivers
7. To avoid using abusive language and/or display unsocial behavior to other patients, visitors or staff
8. To show consideration for other patients’ needs
9. To use the emergency services only for very urgent problems or when they are unable to use other health services
10. To give accurate information about their personal details and past medical history, including current treatments, medications, history of allergy or allergic reaction to any medication
11. To safeguard any belongings that they decide to keep in their possession during their visit/stay in the facility
12. To inform the medical staff if they have any special requirements for discharge and be prepared to go home/another facility once medically discharged from the hospital
13. To bear the consequences for their own actions if they decide not to follow the healthcare provider’s instructions and/or treatment plan and recommendations
14. To keep their appointments and inform the clinic in advance if they are unable to attend so that the appointment may be used for someone else in need
15. To be accountable for the payment of the services provided by the facility when applicable