Terms of Service

Written Disclosure of Home Health Program Guidelines:

ADEED would like to thank you for giving us the opportunity to serve you. Below are some of the points that should be clarified prior to starting the recommended service.

Brief Introduction:

We are ADEED, a home healthcare company based in Riyadh, Saudi Arabia. Subsidiary of Saudi

Our Mission: To provide compassionate services and holistic care to enhance people's quality of life.

Our Vision: To become a trusted healthcare companion; providing wellness and care personalized to people's needs

Core Values: Care, Respect, Teamwork, Discipline and Excellence.

Treatment Period:

ADEED’s treatment team has made the following initial recommendation to the length of your care in ADEED.

Hours of treatment:

For Nursing Services, the treatment time will depend on the completion of the required service.
For (Physical and Occupational Therapy the patient will receive a session of 15 to 60 minutes.

General terms:

One representative must be identified by the family who will be responsible for communicating with ADEED, and a sub-representative must be identified if he is not available.
Patient’s data should be updated if phone numbers, or home address changed within a maximum of 24 hours.
Patient/family should treat ADEED’s staff in an appropriate manner.
Family must have one caregiver/or family member present in the treatment session who may ask questions related to the patient care/patient condition but must not interfere with the treatment session. Questions regarding care and provided service will be answered by ADEED Medical Care Provider based on their scope of practice and will be responsible to continue the care and follow up the instructions for continuity of the care and best outcome.
The patient is required to be ready and clean for the session before the arrival of the HHC team.
Family must prepare a place for the team in which they can provide their services without interruptions such as: having visitor’s children’s or other family members around during the session to protect the patient’s privacy.
Your length of stay and type of service provided is based on the clinical treatment team’s professional recommendations and is subject to change according to your medical and rehabilitation needs throughout the program.
The visit confirmation form should be signed upon each visit and, Supervisory visits will be conducted to see the progress of the treatment plan and to evaluate the provider during the service.
ADEED reserves the right to change the care provider based on availability and business needs.
ADEED can only provide medical care services to hospitalized patient with hospital permission.
During services longer than 4 hours the care provider is entitled to 30 minutes break and during services longer than 8 hours care provider is entitled to total one (1) hour break as per Saudi Labor Law.
Please note that a patient's medical file is an electronic file so our staff are provided with a portable electronic device to complete medical documents. To ensure data is entered correctly, they need to use it during the time of the visit. It is prohibited to be used for personal phone calls, chats, internet or taking pictures.
If the customer wishes to extend the contract period with the same care provider, the customer service must be notified 5 working days prior to the date of end of the contract. In case of non-compliance, the Saudi Medical services company has the right to replace assigned staff in the new contract commensurate with the client’s needs.
If you wish to take the care provider for traveling outside Riyadh, you must notify the Customer Service Department of Saudi Medical Service Co. for a maximum of 7 days prior the date of Travelling.
Requests for refunds or replacements of the medical earring sold with the ear piercing service are not accepted.

Cancellation Policy:

In case you wish to cancel in advance or change the date or location of the visit, we estimate that you will notify us at least 24 hours in advance of the scheduled visit time except for the weekend 48 hours in advance and up to 3 times during the contract. If the allowable number is exceeded, a fee of 5% of the total contract value will be charged.

If we are notified of the prior cancellation or change of visit date less than 24 hours before the date of the visit, the full value of the visit will be calculated at the customer's expense.

In case the client wishes to cancel the contract prior the start of the treatment plan, cancellation request must be submitted at least 48 hours before the beginning of the treatment plan, otherwise client will be subject to a percentage of 5% from the contract as a cancellation fee and refund the remaining balance –If any-.

In case the client wishes to cancel the contract after the start of the fully paid treatment plan, all provided services will be re-calculated and charged to the client based on the original prices before any discounts and remaining amount will be refunded to client. – If any. In the absence of a discount, the cancellation fee is calculated according to the previous item.

If the client wishes to discontinue the treatment plan during the implementation period, all above mentioned cancellation terms will be applied and remaining balance will be transferred to the new service. – If any.

In case the client wishes to change the service to another service. The client will be subjected to 5% Changing from the total contract.

In case the team arrived to the home and patient cancelled the appointment on site, he/she will be charged for a full payment of the visit.

The treatment will be cancelled if no body open the door and the team is waiting for more than 15 minutes. And he/she will be charged for a full payment of the visit.

All cancellation/rescheduling request is subject to treating physician evaluation to ensure from the maximum improvement for the client.

If the customer requests to refund the remaining balance after cancellation, the balance will be transferred on the same account from which the service is paid.

Refunds are made within a maximum period of 14 business days from the request date.

Any services provided by third-party (laboratory tests, medical transport, etc.) will be subject to the third-party cancellation policy. And does not meet the terms and conditions mentioned above.

If client request, to change the care provider due to the incompetence of the care provider. The request will be evaluated to verify the care provider incompetency. If confirmed, the care provider will be replaced with another care provider.

If the client request to change the care provider for a reason not related to competency. The request will be evaluated. If rejected, Saudi Medical Services Company reserves the right to reject the request because there is no substantial reason and, the service price will be non-refundable.

Your Home Health Care program will be discontinued in the event of the following:

Your goals have been met.
If admitted to any hospital for more than 24 hours.
3 times of consecutive (Cancel on Site) without notifying ADEED’s Call Center.
If traveling/stopping for more than 5 days and will require a new referral if follow up is required.
Any ethical misconduct by the patient / family toward the Home Health Care staff.
Lack of funding.
Refusal to perform re-assessment visit for contract renewal or when new service requested during ongoing service.
If the patient /family not showing the interest to follow the agreed treatment plan and medical and instructions.
The client has no right to take photos or record Saudi Medical Services. in case of non-compliance, the Necessary legal actions will be taken.

Patient Rights at ADEED:

informed about the organization’s mission statement which is “To provide compassionate services and holistic care to enhance people's quality of life”.
informed about their rights in a manner they can understand.
Access treatment, services, and care necessary to help regain or maintain his/her maximum state of health regardless race, religion, gender, marital status, ethnicity, age, disability, or source of payment.
Be treated with consideration and respect with recognition of his/her individuality and dignity, including reasonable visual and auditory privacy during personal hygiene activities, clinical procedures, consultation, examination, and treatment.
Privacy from staff, other patients or family members as desired. Whether in discussing the treatment program or providing the service.
Privacy and confidentiality of health information as required by law and to have this information protected from loss or misuse and to be only shared with the patient or his/her legal guardian or official governmental bodies.
To be cared for by health providers who are qualified through education and experience and who perform the service for which they are responsible efficiently.
Apply infection control standards approved by the ministry of health to protect patients from infection.
Ensure that healthcare provider performs patient safety measures prior, during and after performing the medical procedure or test and has the right to remind him or to request a replacement.
Expect that the health care providers are educated about their role in identifying patients’ values and beliefs and protecting patient rights and reporting cases of physical or psychological violence.
Verify the identification of guardian or responsible person authorized by the patient.
Participate in the care process through;

a. Enable patient and his family of contacting the treatment team to obtain complete & updated information regarding diagnosis, benefit of suggested treatment, expected outcomes, complications, risks, and succession rate of treatment.

b. Explain available services and capabilities in ADEED.

c. Awareness of names and specialties of treatment team and responsible physician to supervise the case.

Have information provided in a way and language they understand.
Appropriate assessment and management of pain.
Be informed of the process in order to participate in care decisions to the extent he/she wishes to participate.
Refuse or discontinue treatment to the extent permitted by law.
Be informed of his/her responsibilities and consequences related to his/her decision to refuse treatment and the alternative treatments.
Ask questions when he/she does not understand his/her care treatment or service provided or what he/she is expected to do.
Be fully informed of the scope of services provided by the ADEED and how to access those services.
Identify legal guardian to make decisions for him/her when the patient is unable or unwilling to make decisions regarding the treatment plan.
Provide safe and secure environment during the treatment session and protection from any type of sexual, verbal, or neglect and ill treatment.
Be informed in advance about the cost of his/her care, including the right to look at and receive reasonable explanation of the total bill and detailed charges for service received for self-pay patients.
Receive explanation of all papers he/she is asked to sign.
Obtain a second opinion upon his/her request.
Refuse to sign a consent form if it was not explained to him/her to his/her satisfaction.
To be notified in case of a critical lab test result. But quite often the test result is not critical but lies outside the normal reference ranges, meaning it is abnormal but does not require immediate intervention. It is the patient/representative’s responsibility to make sure to obtain their treating Physician’s comments/consultation after receiving the results.
Notify the Customer Experience Specialist of any complaint, conflict, and difference of opinion related to patient care or violations of his/her rights, safety or security.
Complaints/Grievances/Suggestions:
You have the right to voice your complaints to either the Chief Operating Officer on 920019911 or by instant conversation (WhatsApp) or write your complaints and hand it to the assigned staff to be delivered to ADEED.
Lease take into account that private communication numbers are not allowed to be exchanged with the service provider

Home Health Care Contact Numbers:

If you have any query or suggestion, please contact us on: 920019911 Saturday to Friday (08:00 to 22:00). In case of no respond please leave a message with your name and contact number on the answering machine and we will call you back.

We encourage you to ask questions and we will devote ourselves to address your needs.

Patient/ Family Responsibilities:

Patient/Family should treat ADEED’s staff in an appropriate manner.
Patient/Family shall provide the accurate and complete information about the health condition, present complaint, past illness, hospitalization, surgeries, medication, dietary supplements, any allergies, perceived risks in care and other matters related to the health. If the patient is not able to provide the needed information, then it becomes the responsibility of an identified family member or legal guardian.
Identify legal guardian to make decisions for him/her when the patient is unable or unwilling to make decisions regarding the treatment plan.
Patient/Family should identify one person who will be responsible for the communication with ADEED.
Patient/Family should update their information in case there is any change in the patient’s location or contact numbers.
Family must have one caregiver / or family member present in the treatment session (if the patient is unable to present him/herself) who may ask questions related to the patient care / patient condition but must not interfere with the treatment session.
Facilitate the conduct of supervisory visits by ADEED’s supervisors to ensure the quality of service provided
The patient is required to be ready and clean for the session before the arrival of the ADEED medical team.
Please make sure to have your meal and prescribed medications by your doctor prior to the visit.
Family must prepare a place for the team in which they can provide their services without interruptions such as: having the TV on, having visitors or other family members around during the session to protect the patient’s privacy.
Patient/Family should comply with the approved scope of work as per service contract.
Express any concern or barrier that will limit the ability to follow the proposed plan of care.
The length of stay is based on the clinical treatment team’s professional recommendations and is subject to change according to your medical and rehabilitation needs throughout the program.
Promptly meeting the financial obligation.

CONSENT FOR GENERAL TREATMENT

I hereby voluntarily consent and authorize medical and rehabilitation treatment by ADEED- A Saudi Medical Services Company specialized in Home Health Care as my care provider deems advisable in my best interest, this may include routine diagnostic tests including radiology and laboratory procedures and medication administration.
I understand that excluding emergency circumstances, no substantial procedure will be performed without me giving informed consent for that procedure, and the informed consent means that a medical provider must disclose information about the procedure explaining benefits and risks.
No research or experimental procedure will be done without my knowledge and consent.
I understand that ADEED medical company staff will always respect my privacy and confidentiality of my medical information and I have received a copy of the patient bill of rights.
I understand that the treating physician is the primary responsible provider of care and ADEED staff will always follow his/her instructions.
I also acknowledge the receipt of the health education material.
I was informed that in case of a critical lab test result. But quite often the test result is not critical but lies outside the normal reference ranges, meaning it is abnormal but does not require immediate intervention. It is the patient/representative’s responsibility to make sure to obtain their treating Physician’s comments/consultation after receiving the results.
I understand that it is my responsibility to treat all employees with respect and dignity.
I accept the responsibility to meet my financial obligations for any services, and any dispute will be settled by the applicable courts in the Kingdom of Saudi Arabia.
I fully agree to comply with the care plan decided by ADEED medical team and in case of refusal the company does not bear the consequences of any health complications.
I fully agree to provide the necessary support for ADEED’s staff in serving the patient if requested by the clinician such as moving overweight patients or preparing the environment of care.
I accept to facilitate the conduct of supervisory visits by ADEED’s supervisors to ensure the quality of service provided.
I promise not to force the service provider to perform out of scope services.
I, (the patient/legal guardian) acknowledge that I have been given the opportunity to review this consent before signing and received full explanation of its scope, and I understand that any violation of the regulation of ADEED medical company or any of the above points could result with ending of the plan of care.
In case the patient condition reasonably precludes the ability to grant informed consent, the above information has been explained to the following responsible relative and treatment is hereby authorized.

Saudi Medical Services Co. - ADEED

Terms of Service