Right to health protection without discrimination
Every person has the right to health protection and access to care without discrimination based on religion, gender, nationality, color, age, disability, or socio-economic status, within the hospital’s licensed scope and resources.
Priority care for special categories
Priority is given according to clinical need and law to emergencies and to vulnerable groups such as children, elderly/frail persons, persons with disabilities, and pregnant women.
Emergency care first
In emergencies, clinical care is prioritized first; administrative and financial processes are completed afterward as permitted by applicable regulations.
Communication and translation support
The hospital provides information in a language the patient understands and offers interpreter support when needed and available.
Accessibility and respectful environment
The hospital takes measures to support access for persons with disabilities and reduced mobility and maintains a respectful environment that protects dignity and privacy.
Feedback and complaints
Patients and families are informed how to submit feedback and complaints, and the hospital responds within a defined time frame.
To protect and advance patient and family rights, the hospital commits to the following:
Leadership accountability
Hospital leaders implement and monitor patient and family rights as required by UAE laws and regulations and provide direction to all departments for consistent practice.
Staff training
All clinical staff are trained on patient and family rights, privacy expectations, informed consent, family involvement, complaint handling, and communication standards.
Patient- and family-inclusive policy development
The hospital uses a collaborative approach to develop and improve patient-centered policies and education materials, incorporating patient and family feedback.
Patient-defined family involvement
The hospital has a process that allows each patient to identify who they consider “family” and decide the extent of their involvement and what information may be shared.
You have the right to:
Receive a written copy of this Charter during inpatient admission or outpatient registration, and have it explained if you cannot read or understand it.
Know the identity and specialty of the physician and care team members responsible for your care.
Receive clear, understandable information about:
Your diagnosis and condition, and any changes in your condition
Proposed treatments, alternatives, benefits, risks, expected outcomes, and common complications
The expected outcomes of refusing or delaying treatment
Reasons for referral or transfer to another facility
Request a second opinion. The hospital will not obstruct your request and will provide the clinical information required for the second opinion according to policy and applicable regulations (note: costs of external second opinions may be the patient’s responsibility).
Participate in care decisions based on your preferences. If you prefer not to receive certain information or prefer others to participate on your behalf, the hospital will document your preference according to law.
You have the right to decide:
Who you consider to be your family or support person(s)
If and to what extent they are involved in your care decisions.
What information may be shared with them.
When and under what circumstances they may be involved or receive information (e.g., only during surgery decisions, or throughout admission to discharge).
These preferences may be updated and will be respected and documented as appropriate.
You have the right to:
Respectful, considerate care that supports dignity at all times.
Respect for cultural values, personal beliefs, and religious or spiritual preferences, when safe to do so.
Request religious or spiritual support; the hospital will respond through available staff, community resources, or family-referred support in accordance with policy and safety considerations.
Protection from physical, verbal, or psychological abuse and harassment.
You have the right to:
Privacy during interviews, examinations, procedures, treatments, and transport.
Request additional privacy from others, including staff, other patients, or family members.
Refuse photography, video, or recording unless required by law or approved by you as part of care processes.
Confidential handling of your health information. Your information is protected and may only be shared with your permission or as required by UAE law (for example, for public health reporting, continuity of care, insurance/billing, or other lawful requirements).
Access your health information and receive medical reports and test results according to applicable regulations and hospital policy, regardless of ability to pay, unless restricted by law.
You have the right to:
Receive care aimed at accurate diagnosis and appropriate treatment within the hospital’s scope.
Receive immediate care in emergencies.
Continuity of care and follow-up for as long as your health status requires, including coordination across services.
Appropriate pain assessment and management using recognized approaches.
Be informed of significant unanticipated outcomes during your care (for example, medication errors, hospital-acquired infections, or other unexpected events) in accordance with hospital policy and applicable UAE regulations.
You have the right to:
Provide informed consent through a defined process carried out by trained staff, in a language and manner you understand.
Be informed of which interventions require consent, including at minimum:
جراحة
Anesthesia/sedation
Blood and blood products
Other high-risk procedures identified by the hospital
Have your consent discussions and decisions documented (including date/time, who explained, risks/benefits/alternatives, and signatures as required).
Emergency care may proceed without standard consent only under conditions defined by law and hospital policy, with documentation.
Refuse treatment or discontinue treatment when clinically appropriate, after being informed of consequences and alternatives, subject to legal exceptions (including where refusal poses risk to self, others, or public health).
Leave the facility against medical advice on your own responsibility, subject to applicable law and documentation requirements.
If you lack capacity, consent and decisions will be made by your legally authorized representative or surrogate decision-maker as defined by law and hospital policy.
You have the right to:
Receive an explanation of the reasons for transfer to another facility, alternatives, and any financial/administrative implications.
Have the hospital coordinate transfer arrangements and secure acceptance by the receiving facility when required.
Receive information needed for continuity of care during transfer.
You have the right to:
Clear information about expected costs of services before procedures are initiated when feasible.
A detailed itemized bill upon request regardless of the payment source.
Information about charges and coverage requirements (including insurance documentation requirements) according to applicable regulations.
You have the right to:
Education tailored to your age, condition, language, and ability to understand.
Assessment of your learning needs and barriers (literacy, language, hearing/vision, readiness to learn) and documentation of education provided.
Verification that you understood the education (for example, using teach-back when appropriate).
You have the right to:
Submit complaints or suggestions through Patient Experience/Customer Relations, management, or official electronic channels.
Acknowledgement of your complaint and investigation within a defined time frame (typically 3–5 working days, unless complexity requires longer with updates).
Be informed of the hospital process for disclosure of clinical errors and how the hospital investigates and prevents recurrence, in accordance with applicable UAE laws and regulations.
You have the right to:
Receive information about the hospital’s level of responsibility for safeguarding personal possessions and the process for storage and handover.
Have your possessions safeguarded when the hospital assumes responsibility or when you are unable to do so (such as emergency cases, day surgery, inpatients, or patients who lack decision-making capacity).
To support safe and effective care, patients and families are responsible to:
Respect the hospital’s internal regulations, safety rules, and unit requirements.
Treat staff, other patients, and visitors with courtesy and respect.
احترم خصوصية وراحة المرضى الآخرين.
Follow safety regulations (including hygiene, infection prevention, no-smoking policies, and other facility rules).
Obtain permission before photography or recording, in line with facility policy and patient privacy.
Provide complete and accurate information about your symptoms, past history, medications, and allergies.
Inform the care team of changes in your condition and any concerns.
Provide required administrative documents (e.g., valid ID and other required documents) and insurance information as applicable.
Respect the physician’s professional independence to assess your condition and recommend appropriate treatment.
Follow the care team’s instructions and complete required tests on time.
Take medications as prescribed and follow preventive and therapeutic recommendations.
Attend appointments on time and notify the facility in advance if you need to reschedule/cancel (as per hospital policy).
Respect prioritization of emergencies and critical cases.
If you refuse treatment or hospitalization or insist on leaving against medical advice, sign the required form acknowledging responsibility and discharge of liability as permitted by law and hospital policy.
If you refuse to sign, the hospital may document the event in an official report signed by designated staff, recorded in the medical record, in accordance with policy and law.
Settle financial obligations or provide proof of insurance/coverage undertaking as required.
Cooperate with administrative processes needed for billing and insurance.
Avoid bringing valuables when possible. If valuables must be brought, follow the hospital process for secure storage and documentation.
Cooperate with the hospital’s possessions process, especially during emergencies or admission.
Preserve facility property and avoid damage to buildings, furniture, and equipment.
Comply with conduct standards; repeated serious violations may be escalated to relevant authorities as permitted by applicable regulations.
This Charter is made available to all patients and families and is explained when needed. Saudi German Health continuously reviews its patient-centered processes and improves them based on patient experience data, quality outcomes, and regulatory requirements.
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