Patient Rights & Responsibilities

KACH IV HOME HEALTH SERVICES LLC is committed to providing safe, respectful, professional and patient-centred home healthcare services.

This Patient Rights & Responsibilities Charter applies to patients receiving services from KACH IV in Dubai, United Arab Emirates.

DHA License No.: 5523569

Your Rights as a Patient

1. Respect, Dignity and Non-Discrimination

You have the right to receive healthcare with dignity, respect and consideration.

Care will be provided without inappropriate discrimination based on nationality, race, religion, language, gender, age, disability or other protected characteristics, subject to applicable UAE law and clinical requirements.

2. Safe and Appropriate Care

You have the right to receive healthcare from appropriately qualified and authorised healthcare professionals within the scope of services licensed and permitted by the Dubai Health Authority.

Patient safety takes priority over a requested treatment or procedure.

A healthcare professional may postpone, modify or decline a service where it is considered clinically inappropriate or unsafe.

3. Information About Your Care

You have the right to receive clear and understandable information about your proposed healthcare service, including where relevant:

• The nature and purpose of the treatment or procedure
• Expected benefits
• Material or reasonably foreseeable risks
• Available alternatives
• Relevant preparation requirements
• Expected follow-up
• The possible consequences of refusing treatment

You may ask questions before agreeing to a healthcare service.

4. Informed Consent

You have the right to provide informed consent before medical treatment or procedures where consent is required.

Consent must be obtained in accordance with applicable UAE and DHA requirements.

You have the right to ask questions and receive appropriate information before giving consent.

5. Right to Refuse Treatment

You may refuse a proposed treatment or procedure, subject to applicable laws and regulations.

The healthcare professional may explain the potential consequences or risks associated with refusing recommended care.

6. Participation in Decisions

You have the right to participate in decisions regarding your healthcare and discuss appropriate treatment options with the healthcare professional involved in your care.

7. Privacy and Confidentiality

You have the right to privacy during healthcare services and to appropriate protection of your personal and medical information.

Medical information will be accessed, used and disclosed only as permitted or required for legitimate healthcare, regulatory, legal or operational purposes.

8. Information About Healthcare Professionals

You may request appropriate information regarding the healthcare professional providing your care, including their professional role and, where applicable, information concerning their professional licence or authorised scope of practice.

9. Information About Costs

You have the right to receive clear information regarding applicable healthcare charges.

Where reasonably possible, charges for requested services and additional services will be communicated before treatment or payment.

10. Medical Records

Subject to applicable UAE healthcare laws and DHA requirements, you may request access to or information regarding your healthcare records.

Requests may be subject to identity verification and applicable record-management procedures.

11. Laboratory Results

Where laboratory testing forms part of your care, you have the right to receive your results in accordance with applicable clinical and laboratory procedures.

Some results may require interpretation by an appropriately qualified healthcare professional.

12. Communication

You have the right to receive information in a clear and understandable manner.

Where reasonably possible, KACH IV will assist patients who require clarification regarding their treatment, preparation instructions, results or services.

13. Complaints and Feedback

You have the right to raise a concern, complaint or provide feedback regarding the healthcare or service you receive.

Raising a complaint will not negatively affect your right to appropriate healthcare.

To submit feedback or a complaint, contact:

Where applicable, patients may also contact the relevant regulatory authority in accordance with UAE and Dubai healthcare procedures.

14. Emergency Care

KACH IV provides home healthcare services and is not an emergency medical service.

If you experience severe, sudden or potentially life-threatening symptoms, seek emergency medical assistance immediately.

Do not wait for a routine KACH IV booking or WhatsApp response in an emergency.

Your Responsibilities as a Patient

To help KACH IV provide safe and appropriate healthcare, patients have responsibilities including the following.

1. Provide Accurate Information

You are responsible for providing complete and accurate information relevant to your healthcare.

This may include:

• Current symptoms
• Medical conditions
• Previous treatments
• Allergies
• Medications
• Vitamins and supplements
• Pregnancy or suspected pregnancy where relevant
• Previous adverse reactions
• Relevant laboratory or medical results

2. Ask Questions

If you do not understand information about your treatment, test, medication, preparation instructions or follow-up, you should ask the healthcare professional for clarification.

3. Follow Healthcare Instructions

You are responsible for following agreed preparation, treatment and follow-up instructions where reasonably possible.

Please inform the healthcare professional if you cannot follow an instruction or treatment recommendation.

4. Inform Us About Changes

You should inform KACH IV of relevant changes to your symptoms, medications, allergies, medical status or other information that may affect treatment safety.

5. Respect Healthcare Professionals

Patients and accompanying persons are expected to communicate respectfully with healthcare professionals and KACH IV staff.

Threatening, abusive or unsafe behaviour may result in a service being discontinued where necessary for staff or patient safety.

6. Provide a Safe Home Environment

Because KACH IV provides healthcare outside a traditional medical facility, patients are responsible for providing reasonable and safe access to the location where the service will take place.

The environment should allow the healthcare professional to provide the service safely and appropriately.

7. Appointment Availability

Patients should be available at the confirmed service location and time.

If you need to change or cancel your appointment, please notify KACH IV as early as possible.

8. Financial Responsibility

Patients are responsible for paying agreed healthcare charges and asking questions about costs before proceeding where clarification is required.

9. Respect Healthcare Information and Documentation

Patients should provide accurate identity, booking and healthcare information and should not intentionally misuse prescriptions, reports, results, medical records or healthcare documentation.

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