1) Personal Privacy/Security
- Have your personal dignity respected.
- Be protected from all forms of abuse or harassment.
- Enjoy personal privacy and a safe, clean environment and to let us know if you would like to restrict your visitors or phone calls.
- Visitors, unless your health care provider states in your record that this would compromise your treatment.
- Know that restraints will be used only when you become a danger to yourself or others.
- Confidentiality of your identifiable health information.
2) Cultural and Spiritual Values
- Have your cultural, psychosocial, spiritual, and personal values, beliefs and preferences respected.
- Have access to pastoral and other spiritual services.
3) Access to Care
- Be informed of your rights as a patient in advance of the provision of care.
- Receive care regardless of your race, creed, color, national origin, gender, age, or disability.
- Be informed as a patient or family member about any expected cost when not approved for payment by public or private source.
- Give general consent for treatment after having the general scope and limits of this consent fully explained to you.
- Be informed of the availability of care and services at Sheikh Khalifa Medical City, and how to access these services or alternatives.
- Ask for a change of provider or a second opinion.
4) Access to Information
- Have your family or a representative you choose and your own physician, if requested, informed of your hospital admission.
- Know that Sheikh Khalifa Medical City hospital is a teaching hospital and you may ask your caregivers if they are in training.
- Know the names and professional titles of your caregivers.
- Have your bill explained and receive information about your charges, and any potential limitations your policy may place on your coverage.
- Be told what you need to know to manage your health condition after hospital discharge or clinic visit.
- Have your physician inform you and help you understand your illness, diagnosis, treatment plan and all anticipated outcomes, material risks, benefits, and alternatives to enable you make informed decisions about your care plan.
- Say “yes” or “no” to experimental treatments and to be advised when you are considered to be part of a medical research or donor program. All medical research goes through a special process required by law that reviews protections for patients involved in research. We will only involve you in medical research with your consent, in compliance with the laws of the United Arab Emirates. You may refuse or withdraw at any time without affecting your care.
- Legally appoint someone else to make decisions for you if you should become unable to do so, and have that person approve or refuse care and treatment and services.
- Have your family or representative involved in care and treatment decisions, as allowed by the United Arab Emirates law.
- Have your wishes followed concerning organ donation, when you make such wishes known, in accordance with law and regulation.
- Receive information in a manner you can understand.
- Have access to an interpreter and/or translation services.
- Know the reasons for any proposed change in the attending physicians/professional staff responsible for your care within or outside the hospital.
6) Pain Management
- Have pain assessed in a timely manner and managed appropriately.
- Request a report about your healthcare, and to access and amend your medical record as allowed by law.
8) Recording and Filming
- Accept or refuse the making of any recordings, films, or other images that may be used anywhere.
9) Concerns, Compliments, Grievances
- Be advised of the Sheikh Khalifa Medical City’s compliment or complaint process.
- Compliment or complain to your immediate care giver or Patient Experience Navigator/ Office. All your suggestions/complaints will be appropriately dealt with in a timely manner under the supervision of Patient Experience Office.
Patient Experience Office: +971 2 819 4300
If the matter is still not resolved, please contact the Health Authority of Abu Dhabi directly on 800800 or
SEHA at +971 2 651 9000
1) Provision of Pertinent Information
- Give us complete and accurate information about your health, including your previous medical history and all the medications you are taking.
- Inform us of changes in your condition or symptoms, including pain.
2) Asking Questions and Following Instructions
- Let us know if you do not understand the information we give you about your condition or treatment.
- Speak up. Communicate your concerns as soon as possible to any member of the patient care team, unit manager or patient service navigator.
3) Refusing Treatment and Accepting Consequences
- Notify your health care team about refusing treatment and leaving against medical advice.
- Follow our instructions and advice, understanding that you must accept the consequences if you refuse.
4) Fulfillment of Financial Charges
- Pay your bills or make arrangements to meet the financial obligations arising from your care.
5) Following Rules and Regulations
- Follow Sheikh Khalifa Medical City rules and regulations.
- Abide by Sheikh Khalifa Medical City policies regarding patient conduct, no smoking and visitation timings.
- Keep your scheduled appointments, arrive on time or let us know, in advance, if you are unable to keep your appointment or if you would like to reschedule.
- Leave your personal belongings at home or have family members take valuables home while you are hospitalized or failing to do so ensure they are handed over to our Security Department.
6) Respect and Consideration
- Treat other patients, visitors and Sheikh Khalifa Medical City staff with courtesy and respect.
- Respect the rights and property of others.
- Accept shared accommodation when required and respect roommate’s rights
- Prepare yourself to leave when your doctor approves your discharge from hospital.
If you have any concerns or questions, please contact your Patient Service Navigator on +971 2 819 4746