Last updated: 26 September 2026
At The One Call Doctor Home Healthcare LLC, we believe good care is built on respect, trust and clear communication. Our patients’ rights and responsibilities follow the patient rights charter used by DHA-licensed healthcare facilities in Dubai, adapted for care in your home.
These rights apply to every patient, and to the parents, guardians or family members who make decisions on a patient’s behalf.
1. Patient Rights
You have the right to:
- Be treated to the highest professional and ethical standards by appropriately qualified, experienced and licensed healthcare professionals.
- Be informed about the cost and payment options of the healthcare services we provide.
- Know the name and specialty of the doctor and the other healthcare professionals responsible for your care.
- Ask that your doctor and other healthcare professionals communicate in terms and a language you can reasonably be expected to understand, or through an interpreter.
- Have your requests received courteously and considered as quickly as circumstances permit.
- Be adequately informed about your diagnosis, treatment plan, prognosis and follow-up care.
- Be informed of the reason for any tests and treatments.
- Receive information about your treatment or procedure, such as its potential benefits, side effects, risks and alternatives, so that you can take part in making an informed decision.
- Change your mind about any treatment or procedure you have consented to, refuse treatment, and be informed of the medical consequences of doing so.
- Ask for a second opinion from another doctor, or change your healthcare provider or treating doctor, without compromising your care.
- Be informed of the evidence behind any treatment or procedure we provide, and of its potential benefits, risks and alternatives.
- Receive immediate help in a life-threatening emergency, including an ambulance called on 998.
- Receive adequate assessment and management of pain.
- Receive respectful and compassionate care at the end of life, according to your personal beliefs and DHA regulations.
- Have your personal privacy respected in your home, to the fullest extent consistent with your care and UAE law.
- Have all communication and records about your care kept confidential and protected from loss or misuse, as required by UAE laws and regulations.
- View your medical record under the supervision of your treating doctor or medical team, in line with DHA rules and regulations.
- Be cared for in a safe environment.
- Receive appropriate protection and services if you are vulnerable, a person of determination, or elderly.
- Receive information on how to make a suggestion or complaint to us (see Feedback & Complaints below).
- Consent to or refuse participation in medical training programs or research projects.
- End your participation in such programs or projects at any time, for any reason, without affecting the quality of care you receive.
2. Patient Responsibilities
It is your responsibility to:
- Follow our service policies and procedures.
- Present official identification and health insurance details when required.
- Be available at the agreed visit time, and let us know as early as possible if you cannot keep it for any reason.
- Understand that emergency cases are given priority, which may occasionally delay a visit.
- Provide accurate and complete information about your current complaints, past illnesses, hospital stays, medications, allergies and anything else related to your health.
- Tell your healthcare professional if you do not understand your diagnosis, treatment or prognosis.
- Cooperate with, and follow, the treatment plan outlined by your healthcare professional.
- Bear the consequences if you decide not to follow the instructions, treatment plan or recommendations of your healthcare professionals.
- Treat our healthcare professionals, and everyone involved in your care, with respect.
- Accept the financial obligations associated with your care.
- Keep your valuables and belongings safe during visits.
- Help keep visits safe by observing safety rules, including no smoking during the visit, keeping the care area clean, practising hand hygiene and keeping pets secured.
- Make sure a parent, guardian or responsible adult is at home during visits to a child, or to a patient who needs support to make decisions, unless agreed otherwise.
3. In an Emergency
Our home healthcare services are not an emergency service. In a medical emergency, call 998 for an ambulance, or go to the nearest hospital emergency department.
4. Feedback & Complaints
We welcome your feedback, good or bad, because it helps us improve. If you are unhappy with any part of your care, please tell us as soon as possible. Call us on 04 261 5566, message us on WhatsApp at +971 54 511 7927, or email appointments@onecalluae.com.
We will acknowledge your concern, look into it carefully and let you know the outcome. Raising a concern will never affect the care you or your family receive.
If you are not satisfied with how we have handled your complaint, you can contact the Dubai Health Authority (DHA) through its official channels at dha.gov.ae.
5. Contact Us
If you have any questions about your rights or responsibilities, our care team is here to help, 24/7. Call us on 04 261 5566, message us on WhatsApp at +971 54 511 7927, or email appointments@onecalluae.com.
The One Call Doctor Home Healthcare LLC, UBC Near Al Twar Center - Room 202 - Al Nahda St - Al Twar Fifth - Al Twar 5 - Dubai.