Patients’ Charter

This charter provides practical information that Health Authority – Abu Dhabi (HAAD) hopes will be useful to you as a patient in the Emirate of Abu Dhabi.
This charter reflects recent guidance that has been issued to all members of the medical profession and to all healthcare facilities; it reflects both the applicable healthcare laws
and professional responsibilities to patients in receipt of health care. This charter also reflects the current policy, Patients Rights and Responsibilities’, issued in February 2008 (PPR/HCP/P0030/08)

Just as we expect those who provide healthcare to conduct themselves in a professional manner, we believe that a patient should also have rights and responsibilities in order for them to get the best possible care for themselves and their families.

Patient Responsibilities are:

  • To bring their insurance card with them when they attend a healthcare facility.
  • To follow any specific rules and regulations of the health care facility.
  • Follow the treatment plan as outlined by the health care professional.
  • Ask any questions if they are not clear about any aspect of their health care provided.
  • To consider the rights and responsibilities of other patients and health care professionals.
  • Not to use abusive language or display unsocial behavior to other patients, visitors or staff.
  • To show consideration for the needs of others at all times.
  • To use any emergency services only for very urgent problems or when you are unable to use other health services.
  • 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 safeguard your belongings whilst receiving any health care treatment.
  • 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 discharge from a hospital or clinic. You should try to make preparations for discharge to the best of your ability as soon as you are medically fit.
  • To be accountable for payment of any deductable or medical services excluded from the insurance scheme provided by the practitioner/facility.

Patient Rights – You have the right to:

  • Be treated to the highest professional standards by appropriately licensed, qualified and experienced practitioners in a properly licensed and approved facility.
  • 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.
  • Receive information on admission regarding the health care facilities regulations and relevant policies.
  • Reasonable safety in relation to the healthcare facility environment and practices..
  • Seek a second opinion if you so choose.
  • Privacy, both of person and information.
  • Be informed regarding any uncovered costs and expenses prior to making decisions.
  • Receive treatment in an emergency situation regardless of the status of your insurance card.
  • Receive information on how to make a omplaint to the healthcare facility if unhappy about the lack of access to your rights, medical examination or treatment, behavior of the staff or healthcare facility safety standards.

Patient Feedback
How to make a complaint or comment about your treatment:
If you are unhappy with any medical examination or treatment you have received, the behavior of the professional staff or the safety standards of any healthcare facility, you have the right to make a complaint to the healthcare facility management or the Health Authority – Abu Dhabi (HAAD).
If you wish to make a complaint or a positive comment to HAAD, contact us here

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