Frequently Asked Questions

General

  • How do I book an appointment?

    Booking an appointment with any of our specialists is easy. Just call our contact center at +971 2 4929000, 800 AD HEALTH or visit: http://www.healthpoint.ae/en-us/request-appointment to book your appointment or to know our timings.

  • What are the clinical services available at the hospital?

    Healthpoint currently offers:

    • Anesthesia
    • Bariatric & Metabolic Surgery
    • Cardiology
    • Dentistry
    • Dermatology
    • Diagnostic Imaging
    • Digestive Diseases
    • Ear, Nose and Throat
    • Family Medicine
    • General Practice
    • General Surgery
    • Gynecology
    • Internal Medicine
    • Non-invasive Cosmetics
    • Orthopedics & Sports Medicine
    • Pain Management
    • Pediatrics
    • Physiotherapy & Rehabilitation
    • Plastic & Cosmetic Surgery
    • Podiatry
    • Respiratory & Sleep Medicine
    • Rheumatology
    • Spine Care
    • Urology
    • Vascular surgery
    • Wound Care

    Healthpoint is also the flagship home to Abu Dhabi Knee & Sports Medicine Centre, offering orthopedic medicine and endoprosthetics, and Wooridul Spine Centre, each with new, state-of-the-art consult and surgery facilities. Coupled with approximately 1,000 square meters of physiotherapy and rehabilitation areas for men, women and children, Healthpoint offers the most comprehensive orthopedic, spine and physiotherapy centers in Abu Dhabi.

  • Is Healthpoint a government / public hospital?

    Yes we are. This also means that patients with Thiqa insurance are 100% covered for insurance accepted services.

  • How is Healthpoint’s approach different than other hospitals?

    In line with the Abu Dhabi Vision 2030, Healthpoint aims to provide the highest quality of care while using the latest state-of-the-art technology. Healthpoint offers a multi-specialty integrated and coordinated care model that brings together teams of physicians and specialists to address complex medical conditions. This innovative and efficient model minimizes a patient's need to seek multiple opinions from physicians and specialists, resulting in a highly patient-centric and multi-disciplinary approach to diagnosis, treatment and disease management.

    By incorporating multiple specialties into one convenient location, Healthpoint aims to serve the UAE community by reducing the need for patients to travel overseas to seek care and treatment. Healthpoint accepts medical visits from primary to tertiary, including preventative care, diagnosis and treatment, to post-operation follow-ups.

  • What is Joint Commission International (JCI) accreditation and why is it important?

    JCI is a not-for-profit organization dedicated to improving the quality and safety of patient care around the world. Healthpoint received the Gold Seal of Approval® from the JCI   Meeting JCI’s demanding standards means that we deliver the highest quality and ‘patient- safe’ care and reaffirms our commitment to world-class healthcare to serve the UAE community.

  • Does Healthpoint accept Thiqa insurance?

    Healthpoint is a public hospital, which means patients with Thiqa insurance are 100% covered for all Thiqa insurance accepted services.

  • Does Healthpoint have medical partners?

    Healthpoint is proud to work alongside its partners in Abu Dhabi and the international community to elevate the standard of healthcare in the emirate as well as to provide our patients with world-class services.

    1. Abu Dhabi Knee and Sports Medical Centre

    Healthpoint’s state-of-the-art orthopedic center exclusively provides the specialist services of Abu Dhabi Knee & Sports Medicine Centre, specializing in the diagnosis and treatment of patients with knee, shoulder and other sports related injuries.

    2. Wooridul Spine Centre

    Healthpoint’s specialist spine care services are offered by Wooridul Spine Centre and are dedicated to the treatment of spinal injuries and chronic back pain. Wooridul Spine Centre is a partnership between Mubadala Healthcare and South Korea's Wooridul Spine Hospital, world- leaders in minimally invasive spine surgery techniques. Its goal is to bring cutting-edge spinal care to United Arab Emirates, to address the region's high prevalence of spinal problems and to reduce the need for patients to travel abroad for specialized treatment.

    Wooridul Spine Centre also has a Dubai location for added convenience.

    3. Manchester City Football Club

    In November 2014, Healthpoint joined Manchester City Football Club in a partnership to become the Barclays Premier League Champion’s Regional Healthcare Partner. This partnership continues today and allows the two organizations to work together to share best practices for treating athletes in sports medicine. These activities create opportunities to share knowledge and elevate the quality of care offered to athletes and others suffering from sports injuries throughout the UAE community. MCFC also learns from Healthpoint as the region’s leader in sports medicine. The agreement even encourages Healthpoint sports medicine providers to train alongside the football club’s medical team in Manchester.

    Healthpoint also works with City Football Schools sponsoring events to encourage young children to play football in a bid to keep them active.

    By combining best practices and sharing knowledge with international partners, Healthpoint is able to provide its community with access to second-to-none medical care for a range of problems obtained in sport or everyday life.

    4. Mubadala Healthcare Partnerships

    Healthpoint has teamed up with Imperial College London Diabetes Center (ICLDC) to raise the bar for obesity and metabolic surgery in diabetic patients. The synergies between address the complex needs of people with diabetes.

    Other services will soon become collaborative efforts between ICLDC and Healthpoint such as ante natal treatment for those with gestational diabetes and also thyroid issues.

    We also work with the National Reference Laboratory, part of the Mubadala healthcare network, which provides laboratory services for Healthpoint onsite at the hospital’s campus. 

    5. Other partnerships

    Healthpoint also collaborates with US Children’s National Medical Center to help strengthen local specialisms in pediatric care. The agreement sees visiting physicians, knowledge sharing and transfer, as well as the founding of a number of training programs for physicians and nurses to build capacity and enhance pediatric patient services at Healthpoint. With international expertise on hand, this partnership reduces the need for releases patients and their families to seek medical care overseas at a stressful time.  

    Healthpoint also collaborates with Cleveland Clinic Abu Dhabi Eye Institute for pediatric ophthalmology with surgeons from both institutions performing critical eye surgeries for children.

  • What nationalities are Healthpoint’s physicians?

    We employ physicians and staff from countries all around the world, across both clinical and non-clinical roles at Healthpoint. We have Emiratis in clinical and non-clinical roles, from executive leadership through to clinical positions and administration level.

Admissions and Other Services

  • What are the admitting procedures and patient guidelines?

    On admission, you will be welcomed by our friendly staff who will guide you (or your companion) on the important procedures concerning your stay (if self-pay, our staff will inform you also of the billing process). You will also be informed of your rights as a patient, privacy rules, specialists services, visiting procedures and other relevant information.

  • What are the food services options?

    At Healthpoint, we strive to provide our patients the best nutrition possible as recommended by their doctors during their stay. As an inpatient you will receive a menu card of halal meals every day for you to choose your meals for the day. You can also inform our friendly staff should you have other requests or special dietary requirements. Our kitchen is open from 08:00am to 03:00pm and can be reached at 02 4921785.

    Outpatient’s needs are catered for by The Hummingbird Restaurant, an executive-style dining lounge on the ground level of the hospital, featuring freshly prepared, healthy and tasty international cuisine. Patients and guests can also enjoy Starbucks coffee and a variety of baked goods at Deli Marche in the clinic reception area, close to the pharmacy.

  • What should I do with my valuables?

    The facilities of Healthpoint are safe and secure. Should you have valuables like money, jewelry, credit cards that cannot be sent home, you can keep these items in the cabinet in your room. Alternatively, you can also inform our coordinator who can discuss options on how to keep your valuables safe. Healthpoint cannot be responsible for valuables you choose to keep in your room or on your person.

  • What are the amenities and conveniences for patients?

    Healthpoint is designed to provide our patients and visitors enjoyable five-star hotel-like services. Within our premises, you will find a Starbucks coffee shop, gourmet dining experiences, complimentary valet parking, complimentary WiFi internet connection, plus many more.

    Patient rooms: As Healthpoint is a state-of-the-art hospital, our patient rooms are modern, spacious and designed to make your stay comfortable and convenient. There are different types of suites  thatoffer maximum comfort for those needing to stay overnight with us. Each is equipped with flat-screen televisions, coffee machines, and other five-star amenities. Your suite is selected based on your doctor’s recommendation in consideration of your condition.

    Instructions will be provided to you on how to operate your bed and where to find your call light. Most items you need in your room will be provided and should you require items like extra bedding, pillow or even a kettle, just speak to your nurse.

    Language services: As our hospital is multi-national, we have colleagues who speak many languages to help explain things for you if required.

    Pharmacy: We have a large outpatient pharmacy which is located on the ground floor of the clinic building and is open from Sundays to Thursdays, 08:30am to 07:30 pm.

    Parking/Valet: For the convenience of both visitors and patients, parking and valet service are available at the hospital for free.

    Prayer Rooms: Prayer rooms are available on the ground floor of the hospital building for the convenience of our patients, visitors and employees. 

    Guest services: Guest services officers at the clinic and hospital reception desks will guide and escort guests with disabilities and special needs to their appointments.

  • Do you allow smoking in the hospital?

    The hospital is completely smoke-free in line with Government laws. There are no smoking facilities available anywhere on the campus.

Insurance and Billing

  • Is my insurance valid at Healthpoint?

    We strive to bring excellent healthcare to all. We accept Thiqa patients and many other insurance types, as well as self-pay patients. Please call our Contact Center at 02 4929000 or visit our insurance page on our website at http://www.healthpoint.ae/en-us/patients/insurance to determine if your insurance is accepted.

  • What if I have questions about insurance coverage or individual bill when admitted?

    Healthpoint accepts most insurance to ensure efficient delivery of care. There may be a few that are not listed with us and we suggest that our patients or their families verify with our guest services on their type of insurance. Representatives from our billing department are also on hand to answer any queries you might have in your bill in the event that you are admitted.

    If you do not have insurance and are self-pay: A representative of the billing department will discuss financial arrangements with you. You will also receive several bills for your stay to keep you updated. The bill will reflect all of the services you received during your stay and you will get a separate one from your attending physician and/or specialists who may consult on your care. If you have certain special tests or treatments in the hospital, you also may receive bills for those services.

    If you have health insurance: Most health services are covered by insurance. In the event that your insurance does not cover a particular service, our coordinator or billing representative will discuss the matter with you.

  • What do I need to know when I leave the hospital?

    Your doctor will issue you a discharge order once you are cleared and deemed fit to leave. The coordinator or your attending nurse will also provide you with additional instructions about your discharge as well as your home care if necessary.

    For bills, you or your companion will be asked to visit the billing department to settle any other payments not covered by your insurance.

  • Who do I call with a complaint or concern?

    We understand that sometimes things can be frustrating, particularly if you are already suffering from a medical condition. At Healthpoint, we strive to deliver excellent service to help alleviate what you’re going through. If at times you still feel your needs were not met, please feel free to contact our patient services team at +971 2 492 9000. You can also ask to speak to a manager when you are on site or email us at info@healthpoint.ae

  • How is my medical information protected?

    We respect your privacy thus all patient records are confidential and only accessible internally to deliver the best treatment possible. Healthpoint is governed by strict privacy policy and will not in any way or occasion, sell, trade or reveal your data to any party outside our institution.

Patients’ Rights

  • What are my rights and responsibilities as a patient?

    CARE

    • To receive care that is compassionate and respectful of my personal values and beliefs
    • To receive care on the basis of clinical need
    • To receive a detailed explanation of my condition, treatment plan and aftercare, in terms that are clear in order to ensure that I can fully understand my condition and treatment
    • To receive emergency medical care and treatment easily and efficiently
    • To receive a second opinion or to have my care transferred to another physician, if I wish
    • To be referred to a specialist/consultant for special care when there is a clinical need
    • To choose my pharmaceutical care provider
    • To have drug therapy monitored for safety and efficacy, as well as to have reasonable efforts made to detect and prevent drug allergies, adverse reactions or contraindications
    • To be provided with Arabic and English interpreter services. Other languages will be accommodated based upon availability of translation resources
    • To receive appropriate care and protection if I am a child, disabled, elderly or vulnerable
    • To care at the end of my life which is respectful and compassionate

    RESPECT

    • To be treated with dignity and respect, consistent with the utmost professional standards regardless of form of payment, race, gender, nationality, religion, culture, disability or any other factor
    • To have any complaint acknowledged, fully investigated, and to be provided with a written response as per the facility policy
    • To be protected from physical assault during my visit or stay
    • To participate in decision making about my drugs and treatment choices

    PRIVACY

    • To privacy during examinations, procedures, clinical care and treatment; and the right to know who is in attendance
    • To have all clinical and pharmaceutical records kept fully updated and relevant, information fully documented and personal details and records kept confidential and protected from loss and misuse

    INFORMATION

    • To access your medical records and information
    • To receive relevant, current and understandable information concerning prescribed drugs and treatment
    • To discuss and request information related to my specific drug therapy, possible adverse side effects and drug interactions
    • To receive verbal and written information about proposed treatment and be informed of alternatives treatments
    • To monitor compliance of treatment and proper drug use, as well as remedial interventions when necessary
    • To know my mission statement and the type of services that Healthpoint provides
    • To informed consent for treatment, procedures, interventions, as per HAAD Consent Policy (Reference PPR/HCP/P0003/07)

Patient Portal

  • How long does it take for the patient to receive the email after registration?

    Approximately 15 minutes

  • What if the patient forgets their password?

    They can use the forgot password option on the login screen

  • Can I email my physician directly?

    This feature is not available at the moment but will be available soon

  • Can I renew or refill my prescription?

    This feature is not available