Welcome to Nabta Health Clinic’s Terms and Conditions of Use and Privacy Policy.
These terms govern the use of our services at Nabta Health Clinic, including medical consultations, diagnostic procedures, treatments, and any other healthcare services we provide. They also outline how we collect, use, and protect personal information in accordance with applicable laws and best practices. By accessing our services, you agree to these terms.
1. Patients are accepted and registered only if Nabta Health Clinic can provide the needed care and treatment.
2. When the clinic does not have the clinical capability to provide the needed services, the patient shall be assisted in identifying sources of services to meet their needs and referred promptly.
3. Triage will be done by prioritizing patients according to their needs.
4. On admission, each patient will be assessed using the Nursing Assessment form or the EMR.
5. On admission, all patients are required to sign the General Consent for Treatment authorizing Nabta Health and its healthcare professionals to provide routine medical evaluation, investigations, and treatment within the scope of standard care.
6. Referrals for medical services at another facility or specific procedures may require additional consent from the patient.
6.1. In addition to the General Consent for Treatment, a separate written consent must be obtained from the patient (or legal guardian) before any transfer to another healthcare facility for investigations, procedures, treatment, or continuation of care.
6.2. The transfer consent form authorizes the transfer and the sharing of relevant medical information with the receiving facility. Detailed clinical and medical information related to the transfer will not be documented within the consent form itself, but will be included in a separate clinical referral prepared by the treating clinician.
6.3. The clinical referral will contain the necessary medical details to ensure safe continuity of care, including relevant history, examination findings, diagnosis or working diagnosis, medications, allergies, investigation results, and the specific reason for transfer.
6.4. By signing the transfer consent, the patient authorizes:
6.5. All information sharing will follow Dubai Health Authority (DHA) standards for patient confidentiality, data protection, and minimum-necessary disclosure.
6.6. Patients must be given the opportunity to ask questions and make an informed decision prior to signing. Consent must be voluntary, documented, signed, and witnessed before transfer.
6.7. In emergency situations where immediate transfer is required to prevent serious harm or risk to life, and the patient is unable to provide consent, transfer and necessary medical information sharing may proceed in accordance with DHA emergency care and patient safety regulations, with documentation completed as soon as feasible.
7. The general consent does not replace the requirement for procedure-specific informed consent. Prior to performing any invasive, interventional, or higher-risk clinical procedure, informed consent must be obtained using an appropriate procedure consent form.
7.1. At Nabta Health, individual consent forms may not exist for every procedure. Instead, designated general procedure consent forms (e.g. general gynecology procedure consent) may be used, with the specific procedure clearly documented in the form at the time of consent. These may include, but are not limited to:
7.2. Sedation and anesthesia, where applicable, will be addressed and consented to within the relevant procedure consent documentation.
7.3. During the consent process, the treating clinician must provide a clear, procedure-specific explanation covering:
7.4. All risks, alternatives, and potential complications must be verbally discussed with the patient. By signing the consent form, the patient confirms that:
7.5. Consent must be documented, signed, dated, and witnessed prior to the procedure in accordance with Dubai Health Authority (DHA) regulations, ethical standards, and Nabta Health clinical governance policies.
8. The initial medical assessment will include taking vital signs, gathering the patient’s medical history, conducting a pain assessment, and performing physical and psychological evaluations. This process will focus on the reason for the visit and any complaints from all patients who come to the clinic for consultations.
9. The patient has the right to refuse the plan of care, and a waiver must be signed.
10. Nabta Health Clinic is committed to providing equitable, respectful, and patient-centred care that accommodates the cultural, linguistic, and individual needs of all patients.
10.1. To support patients who are non-Arabic and/or non-English speakers, the clinic implements the following operational measures:
10.2. Patients are encouraged to inform the clinic in advance if language assistance or cultural accommodations are required. Nabta Health will make reasonable efforts to ensure effective communication, patient understanding, and informed participation in care in alignment with Dubai Health Authority (DHA) patient rights, safety, and quality of care standards.
10.3. All patients are given the opportunity to ask questions and confirm understanding before making healthcare decisions. The use of language support is documented in the medical record where applicable.
11. Children and Adolescents (Under 18) require parental or guardian consent for consultations and treatment.
12. Any patient presenting with red-flag symptoms, rapid clinical deterioration, abnormal vital signs, or clinician concern for instability will be referred immediately to emergency or hospital care, regardless of inclusion criteria.
13. Services are delivered strictly within DHA licensing scope, clinician privileges, and facility capabilities.
14. Clinical decisions are individualized. Inclusion criteria do not guarantee outpatient management if clinician judgment determines higher care is required.
Patients eligible for outpatient care in the Obstetrics and Gynecology (OB-GYN) department must meet the following criteria:
1. Antenatal Care:
2. Postnatal Care:
1. General Gynecological Consultations:
2. Preventive and Routine Care:
3. Minimally Invasive Procedures:
4. Management of Mild to Moderate Gynecological Conditions:
Patients with the following conditions require referral to a higher level of care (e.g. hospital or tertiary center) and are not eligible for outpatient management at Nabta Clinic:
1. High-Risk Pregnancy Cases Beyond Outpatient Management:
2. Acute Obstetric Emergencies:
3. Postnatal
1. Severe Gynecological Conditions Requiring Hospital Admission:
2. Acute Gynecological Emergencies:
3. Complex Fertility Treatments:
4. Urogynecological Conditions Requiring Surgery:
Patients eligible for outpatient care in the General Practice (GP) and Family Medicine department must meet the following criteria:
1. General Medical Consultations
2. Acute and Minor Conditions
3. Chronic Disease Management
4. Preventive and Wellness Care
5. Minor Procedures and Wound Care
Patients with the following conditions require referral to a higher level of care (e.g. hospital or specialised center) and are not eligible for outpatient management at Nabta Clinic:
1. Acute Medical Emergencies
2. Severe and Complex Conditions
3. Surgical and Advanced Procedures
Important: Procedures will only be performed when:
1. General Eligibility for Physiotherapy
2. Musculoskeletal Conditions
3. Neurological Conditions
4. Cardiorespiratory Conditions:
5. Post-Surgical Rehabilitation
Important: Only stable patients cleared by a cardiologist or respiratory physician will be accepted for outpatient rehabilitation.
Patients must:
Important: Medical clearance from the treating physician may be required before initiating physiotherapy in post-surgical, cardiac, neurological, or high-risk obstetric patients.
Red Flag Symptoms Requiring Immediate Referral:
1. Pregnancy & Postpartum
2. Pelvic Floor Dysfunction
3. Post-Surgical Recovery
Physiotherapy services are provided within the professional scope of practice of licensed physiotherapists and in accordance with DHA regulations. Physiotherapists do not diagnose medical conditions outside their scope and will refer patients to appropriate medical providers when indicated.
If at any stage a patient’s condition is deemed unsafe for outpatient physiotherapy, the therapist will refer the patient to the attending physician or initiate emergency transfer in accordance with Nabta Health’s “Transfer of a Patient to an Outside Facility” policy.
Patients must:
1. Medical Nutrition Therapy (MNT)
Patients requiring dietary intervention for:
2. Preventive & Wellness Nutrition
The following conditions require referral to a higher level of care or specialized service:
1. Advanced or Complex Medical Conditions
2. Severe Eating Disorders
3. Acute Medical Instability
4. Services Not Offered
If at any stage a patient is deemed clinically unstable or outside the outpatient scope of practice, the dietitian will refer the patient to the appropriate physician or specialist in accordance with Nabta Health’s Referral and Transfer Policy.
Patients must:
Patients eligible for outpatient psychological services at Nabta Health Clinic include:
1. General Psychological Support & Therapy
2. Psychological Assessments (Scope-Appropriate)
Important: Where cases require highly specialised or multidisciplinary neuropsychological evaluation beyond the clinic’s scope, patients will be referred to appropriate specialized centers.
The following conditions require referral to a higher level of care, psychiatrist, or specialized service and are not suitable for outpatient management at Nabta Health Clinic:
1. Acute Psychiatric Emergencies
2. Severe Mental Health Conditions Requiring Psychiatric-Led Care
3. Medical or Neurological Primary Conditions
Psychological services at Nabta Health Clinic are delivered by licensed psychologists within DHA regulatory scope and professional competencies.
Psychologists do not prescribe medication and will collaborate with or refer to psychiatrists, physicians, or specialized services when pharmacological or multidisciplinary intervention is required.
1. Completed the intake form with demographic and medical history details.
2. Copy of Emirates ID
3. Copy of Insurance Card
4. Physician or psychiatrist referral (if required).
5. Consent forms, especially for minors or individuals with guardianship arrangements.
6. Previous medical or psychological reports (if available).
If a required service or specialist consultation is not available at Nabta Health, the Doctor will provide an external referral. For members with policies issued outside Dubai, the Doctor will recommend a specialist if a referral is needed and include a referral note in your Doctor’s Report. Please note that the acceptance of the referral by the Specialist or, as per the laws in your jurisdiction, may vary.
1. External Referral for Non-Available Services
If a required diagnostic service, procedure, or specialist consultation is not available at Nabta Health Clinic, the attending physician will issue an external referral.
2. Third-Party Liability Disclaimer
Nabta Health Clinic is not responsible for the clinical management, medical decisions, outcomes, acts, or omissions of third-party providers, hospitals, ambulance services, or specialists following referral.
Each external provider operates independently and assumes full responsibility for care delivered within their respective facility.
3. Emergency Situations (Including patient under homehealth care)
In the event of a medical emergency:
Where an emergency arises within Nabta Health Clinic:
4. Emergency Transfer Protocol
All emergency transfers shall be conducted in accordance with:
4.1 Transfer Process
4.2 Responsibility and Indemnification
Inclusion within outpatient eligibility criteria does not guarantee management at Nabta Health Clinic. The attending physician retains full discretion to refer or transfer a patient to a higher level of care if clinically indicated.
Patients are entitled to one complimentary follow-up consultation within 7 days of their initial appointment. This follow-up is intended for reviewing test results, discussing the doctor’s or healthcare professional’s recommendations, and addressing any further concerns related to the initial consultation. It is the patient’s responsibility to schedule the follow-up appointment once their test results are available and at a time that suits their availability. Failure to book within the 7-day period may result in standard consultation charges.
Nabta Health does not arrange medication delivery. Patients are responsible for collecting their prescribed medications from a pharmacy of their choice.
Certain services, including elective procedures, require an advance payment or deposit. The amount and refundability will be communicated at the time of booking.
1. General Principles
Nabta Health Clinic maintains a transparent and structured refund policy in accordance with Dubai Health Authority (DHA) regulations and applicable UAE laws.
Refunds will be processed only in accordance with the terms outlined below. All refund decisions are subject to clinical, administrative, and financial review.
2. Services Rendered
3. Prepaid Services & Deposits
4. Provider or Clinic-Initiated Cancellation
If Nabta Health cancels or reschedules an appointment due to:
The patient may choose:
No administrative deductions will apply in such cases.
Nabta Health Clinic shall not be held liable for delays, cancellations, or service interruptions caused by events beyond its reasonable control, including but not limited to:
Where services cannot be delivered due to force majeure:
The following are strictly non-refundable:
If a patient disagrees with a refund decision:
If unresolved, patients may escalate concerns in accordance with Nabta Health’s Complaint & Grievance Policy.
A “no-show” is defined as:
The following fees will apply:
1. Consultations
2. Procedures & Booked Clinical Slots
3. Packages / Prepaid Services
A late cancellation is defined as cancellation made less than 24 hours before the scheduled appointment.
Applicable charges:
No no-show or late cancellation fee will be applied in the following circumstances:
If a patient records:
Nabta Health Clinic reserves the right to:
Insurance Appointments
Payment of No-Show Fees
By booking an appointment with Nabta Health Clinic, patients acknowledge and accept this No-Show and Late Cancellation Policy.
Nabta Health Clinic may provide direct billing (cashless) services with approved insurance providers subject to eligibility verification and pre-authorisation where required.
Insurance verification does not guarantee payment. Final claim approval is determined solely by the insurance provider in accordance with the patient’s policy terms.
Patients are responsible for:
It is the patient’s responsibility to:
Nabta Health Clinic reserves the right to decline or withdraw direct billing (cashless) arrangements in the following circumstances:
In such cases, the patient may:
Direct billing is provided as a convenience service and does not create a contractual obligation between Nabta Health Clinic and the patient’s insurance provider.
If an insurance claim is:
The patient shall be financially responsible for:
The clinic will notify the patient once a claim outcome is received.
Where:
The patient may choose to proceed as self-pay.
Self-pay charges must be settled at the time of service.
If a patient disputes a billing decision:
If the matter remains unresolved:
Nabta Health Clinic is not responsible for:
All insurance providers operate independently and retain full authority over claim approvals and reimbursements.
Nabta Health Clinic reserves the right to revise prices for services at any time. Updated pricing will be communicated in advance where applicable.
1. The total value of the gift card must be used in a single transaction. Services may be booked in advance but are valid only at Nabta Health Clinics and with Nabta Health’s officially approved service partners.
2. Official partners include, but are not limited to:
3. Gift cards may be used for eligible healthcare services including:
4. Gift cards cannot be used to purchase:
5. Complimentary (FREE) gift cards are restricted to consultation services only and cannot be applied toward procedures, diagnostics, packages, or third-party services.
6. Gift cards cannot be applied toward the purchase of products listed on the Nabta marketplace, retail items, or non-clinical merchandise.
7. Gift cards are non-transferable, non-exchangeable for cash, and hold no monetary value outside Nabta Health services.
8. Gift cards must be used within the stated validity period. Expired gift cards will not be extended, replaced, or refunded unless otherwise approved by clinic management under exceptional circumstances.
9. Nabta Health reserves the right to verify the authenticity of any gift card and may decline use if fraud, duplication, tampering, or misuse is suspected.
10. Nabta Health reserves the right to modify the list of approved partners and eligible services at its discretion. Updates will be communicated through official clinic channels where applicable.
1. Vouchers and promotional offers may provide discounts on services or offer complimentary consultations, tests, or packages. The specific terms and eligibility criteria will be stated on the voucher or communicated to the patient at the time of issuance.
2. Where a minimum spend applies, this requirement will be clearly specified on the voucher or communicated at the time of issuance and must be met before redemption.
3. All vouchers, promotional codes, and discounts must be redeemed within the specified validity period and in accordance with stated terms.
4. Only one voucher, discount, or promotional code may be applied per consultation or transaction unless otherwise stated.
5. Vouchers, discounts, and promotional codes:
6. Nabta Health reserves the right to cancel, suspend, or modify any promotional campaign due to technical issues, operational constraints, regulatory requirements, or misuse, in accordance with applicable UAE laws.
7. Nabta Health may take reasonable measures to prevent fraudulent or invalid redemption, including verification of identity or rejecting vouchers that are altered, duplicated, or tampered with.
8. Standard patient registration requirements and these Terms & Conditions apply to all services accessed using vouchers or promotional offers.
9. Patient data collected during the use of vouchers, discounts, or promotional campaigns will be processed in accordance with Nabta Health’s Privacy Policy and applicable UAE data protection laws.
10. Nabta Health is not responsible for lost, stolen, damaged, or destroyed vouchers, and replacements will not be issued.
11. Vouchers and promotional offers must be used within the stated validity period. Extensions will not be granted unless required by law or approved by clinic management under exceptional circumstances.
1. Where a voucher provides a fixed-value discount (e.g. AED 200), the discount applies only to eligible in-house professional service fees provided directly by Nabta Health Clinic.
2. The voucher does not apply to:
3. Where an invoice includes both eligible in-house services and third-party services:
4. If the value of the eligible in-house services is less than the voucher amount, the remaining balance:
Nabta Health Clinic is committed to protecting patient privacy and maintaining the confidentiality of all personal and medical information in accordance with:
All patient information is handled using secure systems and accessed only on a need-to-know basis for clinical, administrative, and operational purposes.
The clinic collects personal and health information necessary for:
Nabta Health Clinic participates in NABIDH, Dubai’s health information exchange platform.
As part of NABIDH requirements:
Patient information may be shared, when clinically necessary, with:
Information shared is limited to what is necessary for:
Where required, patient consent will be obtained prior to sharing information.
When a patient is referred externally:
Nabta Health Clinic may communicate with patients through:
These communications may include:
Sensitive clinical information will be shared through secure and appropriate channels whenever possible.
Patient information is stored:
Security measures include:
Patient records are retained in accordance with DHA regulations and legal requirements.
Records may be stored for a minimum period mandated by law for:
After the retention period, records may be archived or securely destroyed in accordance with applicable regulations.
Patients have the right to:
Requests must be submitted in writing and may require identity verification.
Patient information will not be used for marketing communications without explicit consent (opt-in).
Patients may choose to:
Withdrawal of marketing consent will not affect access to medical care.
In the event of a data breach or unauthorized disclosure:
External providers (labs, radiology, insurers, hospitals) receiving patient information operate under their own privacy obligations and data protection policies.
Nabta Health Clinic is not responsible for data handling practices once information is transferred in accordance with patient care and regulatory requirements.
By accessing services at Nabta Health Clinic, patients acknowledge and consent to:
All data use will remain within legal, ethical, and regulatory boundaries.
Nabta Health Clinic provides healthcare services in accordance with accepted medical standards, professional judgment, and regulatory requirements. Clinical decisions are individualized and based on available information at the time of consultation.
While every effort is made to ensure safe and effective care, no specific medical outcome or result can be guaranteed.
Patients are responsible for:
Nabta Health Clinic shall not be liable for adverse outcomes resulting from incomplete information provided by the patient or failure to follow professional advice.
All medical evaluations, procedures, and treatments carry inherent risks and potential complications.
By consenting to care, patients acknowledge that:
The clinic is not liable for known medical risks appropriately explained during the consent process.
Telehealth services have inherent limitations, including:
Nabta Health Clinic is not responsible for diagnostic limitations arising from telehealth consultations when patients decline in-person evaluation after recommendation.
Where patients are referred to:
These entities operate independently.
Nabta Health Clinic is not liable for:
related to third-party providers.
Nabta Health Clinic is an outpatient facility and not an emergency medical center.
In emergencies:
The clinic is not liable for outcomes related to emergency events occurring outside its operational capacity.
Nabta Health Clinic is not responsible for:
Patients remain responsible for understanding their insurance benefits.
Clinical decisions are based on:
The clinic is not liable for outcomes influenced by incomplete or inaccurate external documentation.
To the extent permitted by UAE law, Nabta Health Clinic’s liability is limited to services directly provided within its facility and under its professional control. Nothing in this section excludes liability where prohibited by law, including gross negligence or regulatory violations.
Either the patient or Nabta Health Clinic may terminate the clinical relationship by providing 30 days’ written notice, where appropriate and clinically safe to do so.
During this period:
Nabta Health Clinic reserves the right to immediately suspend or terminate services without prior notice in the following circumstances:
Immediate termination may include cancellation of future appointments.
If, in the professional judgment of the treating clinician, continuation of care:
The clinic may terminate services and arrange referral to an appropriate provider or facility.
All outstanding balances must be settled prior to termination of services.
The clinic reserves the right to:
This does not apply to urgent medical records required for continuity of care.
Upon termination:
Patients are responsible for selecting and coordinating with a new provider.
Termination of services will not be based on:
All decisions will align with professional, ethical, and regulatory standards.
The clinic may involve security personnel or law enforcement where behavior poses immediate risk.
Nabta Health Clinic reserves the right to amend, update, or modify these Terms and Conditions from time to time to reflect:
Where material changes are made, reasonable notice will be provided through one or more of the following:
Continued use of Nabta Health Clinic services after such updates constitutes acceptance of the revised Terms and Conditions.
The clinic reserves the right to implement immediate amendments without prior notice where required for:
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.
Healthcare services provided by Nabta Health Clinic are subject to:
Any dispute arising from or related to these Terms and Conditions shall fall under the jurisdiction of the competent courts of Dubai, United Arab Emirates, unless otherwise required by applicable law or regulatory authority.
1. Nabta Health Clinic is committed to delivering safe, respectful, and high-quality care. Patients, families, and caregivers have the right to raise concerns, provide feedback, or submit complaints regarding any aspect of services received.
2. All complaints will be handled in a fair, confidential, and timely manner in accordance with Dubai Health Authority (DHA) patient rights and quality-of-care standards.
3. Complaints may relate to, but are not limited to:
4. Patients will not face discrimination, service limitation, or retaliation for submitting a complaint in good faith.
Complaints may be submitted through any of the following channels:
Patients are encouraged to include:
Anonymous complaints will be reviewed where sufficient information is available.
1. The clinic will conduct an internal review involving relevant clinical and administrative teams.
2. Patients may be contacted for clarification if needed.
3. A formal response will be issued within:
4. Where investigation requires additional time, the patient will be informed of the revised timeline.
Possible outcomes include:
If the patient is not satisfied with the clinic’s response, they may escalate the complaint through the following channels:
The clinic will cooperate fully with any DHA review or investigation.
All complaints will be managed confidentially and handled in accordance with patient privacy, data protection laws, and DHA regulations.
Information will only be shared with relevant personnel involved in the review process.
Submitting a complaint will not affect:
Nabta Health Clinic maintains a zero-retaliation policy.
