About us

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1. General Information

ELEMENTAL Day Surgical Center (“we”, “us”, “our”) operates in the Emirate of Dubai, United Arab Emirates, under the license and regulatory supervision of the Dubai Health Authority (DHA). These Terms & Conditions govern all requests for appointments made through our website, telephone, email, WhatsApp, or any other communication channel.

By submitting an appointment request, you confirm that you have read, understood, and agreed to these Terms & Conditions, as well as our Privacy Policy and Consent for Personal Data Processing. If you do not agree, please do not proceed with your request.

2. How to Request an Appointment

You may request an appointment via:

• Our website’s online booking form
• Telephone call to our reception
• Email message
• In‑person visit to our center

We will acknowledge your request within one (1) business day. A confirmed appointment is only valid after you receive a confirmation message (SMS, email) from us. Please do not consider your appointment as booked until you receive this confirmation.

3. Information You Must Provide

• Full name (as per Emirates ID or passport)
• Contact phone number and email address
• Preferred date and time
• Reason for visit (e.g., consultation, follow‑up, specific procedure)
• Name of referring physician (if any)
• Insurance details (if applicable)

Failure to provide required information may delay or cancel your appointment.

4. Medical Records and Referrals

If you have previous medical records, laboratory results, or imaging studies related to your condition, please bring them or send them to us before your appointment.

Some surgical procedures or specialised consultations may require a referral letter from a general practitioner or another specialist. We will inform you if this applies to your case.
You are responsible for ensuring that any referral or prior medical documentation is authentic and complete.

5. Cancellation and Rescheduling

We understand that circumstances change. To allow other patients to access care, please observe the following:

Cancellation / rescheduling notice: at least 24 hours before your scheduled appointment time.
For surgical procedures, longer notice (e.g., 48–72 hours) may be required – you will be informed at the time of booking.
Repeated no‑shows may lead to restrictions on future online booking.

To cancel or reschedule, contact us using the details in Section 11.

6. Late Arrival

If you arrive more than 15 minutes late for your appointment, we may be unable to see you, and you may be asked to reschedule. In such cases, a late‑cancellation fee may apply, as the time slot cannot be filled.

7. Insurance and Payment

We accept most major insurance plans active in the UAE. However, it is your responsibility to verify with your insurance provider that your planned consultation or procedure is covered before your appointment.

You must present a valid insurance card and a government‑issued ID (Emirates ID or passport) at check‑in.
Any co‑payments, deductibles, or non‑covered services are due on the day of service.

For self‑pay patients, full payment is required before or on the day of the appointment.
We accept cash, credit/debit cards, and approved payment gateways.

8. Accuracy of Information

You warrant that all information provided in your appointment request is true, accurate, and complete. We rely on this information to prepare for your care. Providing false or misleading information may result in cancellation of your appointment and liability for any resulting costs.

9. Emergency Situations

Do not use appointment request forms for medical emergencies. If you are experiencing a life‑threatening condition or severe symptoms, please call 998 (Dubai Ambulance) or go to the nearest hospital emergency department immediately.

Our center is a day surgical facility – we do not provide 24/7 emergency services.

10. Limitation of Liability

We strive to accommodate your requested date and time, but appointment availability is subject to our surgeons’ and staff schedules. We reserve the right to propose alternative slots.

We are not liable for any direct or indirect loss, delay, or inconvenience caused by unavailability of requested appointment times, technical errors on our website, or miscommunication.

Medical outcomes depend on individual health factors. An appointment request does not guarantee any specific diagnosis or treatment result.

11. Contact Information

11. Contact Information

ELEMENTAL Day Surgical Center

Jumeirah 1 Jumeirah St.113, Dubai UAE
Phone: 043830500
Email: info@elemental.ae

For appointment requests, cancellations, or rescheduling, please use the above contacts.

12. Changes to These Terms

We may update these Terms & Conditions from time to time. The latest version will always be published on our website. Continued use of our appointment request service after changes constitutes your acceptance of the revised terms.

13. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates. Any disputes arising from appointment requests shall be subject to the exclusive jurisdiction of the Dubai courts.

1. Introduction

At ELEMENTAL Day Surgical Center, we are committed to delivering high‑quality surgical care while respecting your legal rights. Effective communication between you and your healthcare providers is essential for accurate diagnosis, safe treatment, and continuity of care. 

This Patient Consent for Communication with Healthcare Providers document explains how we obtain, document, and manage your consent for various forms of communication – including in‑person discussions, telephone calls, electronic messaging (SMS, email), video consultations (telehealth), and the sharing of your medical information with other DHA‑licensed professionals involved in your treatment.

This policy is designed to comply with:

• Dubai Health Authority (DHA) Guidelines for Patient Consent (Version 1.1)
• UAE Federal Decree‑Law No. 45 of 2021 on Personal Data Protection (PDPL)
• UAE Federal Law No. 2 of 2019 (Health Data Law)

• Ministerial Resolution No. (14) of 2021 Regarding the Patient Rights and Duties Charter

   

2. When We Obtain Your Consent

We obtain your consent at various stages of your patient journey:

Initial Registration – When you first register at our center, you will be asked to sign a General Consent for Treatment, which covers routine communications related to your care.

Before Any Procedure – Prior to any surgical intervention, minimally invasive procedure, anaesthesia, or blood transfusion, you will be required to give written informed consent after receiving a full explanation of the procedure, its benefits, risks, and available alternatives.

For Electronic Communications – By providing your phone number or email address, you explicitly consent to receive appointment reminders, follow‑up instructions, and clinic updates via  SMS, or email. You may opt out at any time.

For Telehealth Consultations – If you choose to have a virtual consultation, we will obtain your verbal or electronic consent before the session begins, in accordance with DHA telehealth safety standards.

For Photography or Marketing – Any use of your clinical photographs, videos, or testimonials for educational or promotional purposes requires a separate, explicit written consent.

3. How We Obtain and Document Consent

All consent forms are maintained in your medical record for the legally required retention period (minimum 25 years, in compliance with DHA and MOHAP regulations).

4. What You Are Consenting To

By providing your consent, you agree that we may communicate with you and share your relevant medical information as necessary for your care. Specifically, you consent to:

In‑person discussions with your treating surgeon, anaesthesiologist, nurses, and other clinical staff.

Telephone calls to confirm appointments, discuss test results, or provide post‑operative instructions.

Electronic communications (SMS, email) for appointment reminders, general inquiries, and follow‑up care. 

Secure sharing of your medical information with other DHA‑licensed healthcare providers involved in your treatment (e.g., referring physicians, radiologists, laboratory staff) to ensure continuity of care.

Recording of clinical notes in our electronic medical records system, which may be accessed by authorised personnel only.
Telehealth sessions, during which your healthcare provider may discuss your medical history, symptoms, and treatment options in a secure virtual environment.

We never share your data for marketing or commercial purposes without your separate explicit consent.

5. Your Rights: Withdrawal of Consent and Refusal of Communication

You have the right to refuse or withdraw your consent for certain forms of communication at any time. Please note:

• Withdrawal of consent for routine communications (e.g., WhatsApp reminders) will not affect the quality of your medical treatment. You may withdraw by replying “STOP” to any message or by contacting our reception.
• Refusal to sign a General Consent Form may limit our ability to treat you, as we are required by DHA regulations to obtain and document patient consent before providing healthcare services.
• Withdrawal of consent for a specific procedure must be made in writing before the procedure is scheduled to begin. Once a procedure has started, consent cannot be withdrawn retroactively.
• Refusal to share information with other healthcare providers (e.g., for referral purposes) will be respected, but may affect the coordination of your care.
• No charge or penalty will be applied for withdrawing consent for non‑essential communications.

To withdraw or modify your consent preferences, please contact us using the details in Section 8 of this policy.

6. Confidentiality and Data Security

All communications with our healthcare providers are treated as strictly confidential. We implement robust security measures to protect your personal and medical information:

• Encryption – All electronic communications (email, patient portal) are encrypted in transit.
• Access Controls – Only authorised clinical and administrative personnel have access to your medical records, on a strict need‑to‑know basis.
• Secure Storage – Your medical records are stored on secure servers located within the United Arab Emirates, in compliance with UAE Federal Law No. 2 of 2019.
• No Unauthorised Recording – Patients are not permitted to record consultations or procedures without prior written consent from our center.

7. Telehealth and Video Consultations: Special Provisions

If you choose to use a telehealth service offered by ELEMENTAL:

• We will obtain your explicit verbal or electronic consent before the session begins.
• You will be informed of the potential risks of telehealth (e.g., technical failures, data transmission interruptions) and your right to stop the session at any time.
• Telehealth sessions are conducted through secure, DHA‑approved platforms. Sessions are not recorded unless you give separate written permission.
• You are responsible for ensuring that your communication device (smartphone, tablet, computer) is secure and that you are in a private location where you cannot be overheard.

8. Contact Information

If you have any questions, concerns, or requests regarding your consent for communication with our healthcare providers, please contact us:

ELEMENTAL Day Surgical Center
113 Jumeirah St., Dubai UAE
Phone: 043830500
Email: info@elemental.ae

For data protection or consent‑related inquiries, you may also contact our designated Data Protection Officer (DPO) at: [insert DPO email address].

Regulatory complaints may be directed to:

• Dubai Health Authority (DHA): www.dha.gov.ae
• UAE Data Protection Office (once established)

Last updated: 18.05.2026

This WhatsApp Communication Policy explains how ELEMENTAL DAY SURGICAL CENTER L.L.C (“Elemental”, “we”, “our”, “us”) communicates with patients, clients, website visitors, and other contacts through WhatsApp.

By providing your mobile phone number and confirming your consent, you agree that Elemental may contact you on WhatsApp for the purposes described below.

1. Who We Are

ELEMENTAL DAY SURGICAL CENTER L.L.C
Villa 113, Jumeirah First, Dubai, United Arab Emirates
TRN: 104043134600003
Website: elemental.ae
Email: info@elemental.ae
Phone / WhatsApp: +97143830500

2. How We Collect WhatsApp Consent

You may give consent by:

• submitting a form on our website
• ticking a WhatsApp consent checkbox
• booking an appointment or requesting information
• scanning a QR code
• clicking a WhatsApp button
• sending us a message directly on WhatsApp

When you provide your phone number, you confirm that the number belongs to you or that you are authorized to use it.

3. Types of WhatsApp Messages We May Send

Depending on your interaction with us, we may send WhatsApp messages related to:

• appointment confirmations, reminders, rescheduling, and cancellations
• responses to your inquiries
• information about our services, doctors, treatments, and availability
• pre-visit or post-visit instructions
• administrative follow-ups
• payment, invoice, or document-related updates
• service announcements or important operational updates
• promotional or marketing messages, only where permitted and where you have provided the required consent

We do not use WhatsApp to send misleading, fraudulent, spam, or irrelevant messages.

4. Marketing Messages

If you consent to receive marketing messages, we may occasionally send you information about Elemental services, offers, events, or updates that may be relevant to you.

You can opt out of marketing messages at any time by replying STOP, UNSUBSCRIBE, or by contacting us using the details below.

5. How to Opt Out

You may withdraw your WhatsApp consent at any time.

To stop receiving WhatsApp messages from us, reply:

STOP

After we receive your opt-out request, we will stop sending you non-essential WhatsApp messages. We may still contact you where necessary for legal, safety, medical, appointment-related, or administrative reasons connected to services you have requested.

You may also contact us at:

Email: info@elemental.ae
Phone / WhatsApp: +97143830500

6. Data We Process for WhatsApp Communication

For WhatsApp communication, we may process the following information:

• your name
• mobile phone number
• message content
• appointment or inquiry details
• communication preferences
• consent status
• opt-in and opt-out history
• time, date, and source of your consent

We use this information only for legitimate business, healthcare, administrative, customer support, and communication purposes.

7. Data Sharing and Service Providers

• We may use authorized technology providers, WhatsApp Business Platform providers, customer support tools, or CRM systems to manage WhatsApp communication
• These providers may process limited personal data on our behalf only where necessary to deliver the communication service and subject to appropriate confidentiality and security obligations
• We do not sell your personal data

8. Confidentiality and Medical Information

Please avoid sending sensitive medical information through WhatsApp unless specifically requested by our authorized team.

WhatsApp may be used for communication and coordination, but it should not be used for emergencies. If you have a medical emergency, please contact emergency services or visit the nearest emergency department.

9. Security

We take reasonable technical and organizational measures to protect personal data processed through WhatsApp communication. However, no communication channel can be guaranteed to be completely secure.

10. Your Privacy Rights

You may request access, correction, deletion, restriction, or withdrawal of consent regarding your personal data, subject to applicable laws and regulatory obligations.

To exercise your rights, please contact:

Email: info@elemental.ae
Phone / WhatsApp: +97143830500

11. Changes to This Policy

We may update this WhatsApp Communication Policy from time to time. Any updated version will be published on this page with a revised “Last updated” date.