Our goal is to provide high quality mental health care to all of our clients in a timely manner; therefore, it is necessary that you review and acknowledge the mental health care services related policies. The following policies apply to appointments, in person attendance and remotely (telehealth or online health care system), and differences will be mentioned where

appropriate.

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Appointments Policy

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Appointments booking

• If you have an emergency case or need admission, please contact the nearest hospital or call 997

• Opening a medical file requires providing a copy of the national ID or a valid residence permit for adults or minors as mandated by Ministry of Health regulations (MOH).

• Appointments are accepted directly from the client or his/her legal guardian only.

• All requests for Appointments will be processed within 48 hours, and clients might be contacted for additional information as needed

• All clients must pay the appointment fees not less than 48 hours from the scheduled appointment time to avoid automatic cancelation.

• Requests for family appointments (more than one family member) will be booked and billed separately.

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Advanced payment

• Appointment fees depend on the required specialty and service, customer care will provide the necessary information.

• Advanced payment is mandatory to secure the booking of all appointments.

• All clients must pay the appointment fees not less than 48 hours from the scheduled appointment time to avoid automatic cancelation.

• Payment can be made via bank transfer to the center’s accounts or via card payment.

• Completing the appointment’s payment means that you have read and agreed to the appointment’s policy terms and conditions.

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Cancellation and refund

• Appointment cancelation 24 hours before the appointment will allow another client to benefit from it, we appreciate your cooperation and understanding.

• Appointment cancelation 24 hours before the appointment will guarantee rescheduling or a full refund, kindly call customer care (0138146411).

• Failure to cancel the appointment 24 hours before will result in no refund.

• The administration will consider and accommodate certain situations.

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Appointment reminders

• You will receive two reminders.

• .Email and SMS reminders 48 hours before your appointment​

• Phone call 24 hours before your appointment on the main mobile number registered with the center and in case of no response, an additional SMS will be sent.

• It is important that you confirm your attendance by answering the phone call or SMS to avoid automatic cancellation.

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Punctuality

• Time is precious to all of us thus we apply actual time booking which means the time booked for you can’t be used by another client. Accordingly, we will apply the following in cases of late arrival or no show:

  • Clients are expected to arrive 10 minutes before the actual appointment time. If you arrive late, you will be seen for the remaining time as per your booking. No additional time will be granted, and no refund will be made.

  • In case the delay is from our side client will be granted the full scheduled time.

  • If the client requests an additional time, provided it is available, an additional fee will be calculated.

  • Failure to comply with the cancelation policy will result in no refund.

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Free follow up

• Applied in the following cases:

  • Within 14 days from the date of the first diagnostic assessment and medication initiation, it does not apply to psychotherapy sessions.

  • As a reward session requested by the treating medical team member in return for the client’s efforts and progress during the treatment period.

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Discontinuation of follow up

• Missing follow-up for a period of one year or more from the date of the last appointment will require a new evaluation.

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Privacy and confidentiality of information

• All client’s personal and medical information will be private, confidential, and stored securely in protected and backed-up electronic files that can only be shared with the Renewal and Reward medical team, except under the following circumstances:

  • Client prior written approval has been obtained.

  • If the client indicates that he/she may be a danger to him/herself or others.

  • In the case of any type of apparent or suspected abuse.

  • If a client’s medical records are subpoenaed by a court of law​

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Telemedicine (telehealth or online health care system)

The Renewal & Reward Medical Center (RRC) is considered one of the leading Mental Health care centers, licensed by the Ministry of Health as an approved center for providing Mental Health care through telehealth techniques:

• Live video conferencing for assessment and psychotherapy.

• Follow-up phone call.

• Emails to follow up on treatment progress.

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The online health care(remote) appointments require:

• Availability of a good internet connection through phone or computer, a camera, and preferable headphones.

• Presence in a quiet and safe place to ensure privacy.

• Proper clothing.

• If you are interested in remote services and concerned about privacy in your place, we can help you with that. Kindly contact customer care (0138146411).

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Emergency Cases

• The Renewal and Reward center provides outpatient and remote services only; we apologize for not being able to accommodate emergency cases or transfer them to another hospital.

• In case of an emergency before or after your appointment, whether in person or remotely, contact the nearest hospital or call 997.

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Medication Refill Policy

• Doctors will provide the appropriate and adequate supply of medications until your next follow-up appointment.

• Following medication instructions as discussed with your doctor will ensure a good response, for additional inquiries call customer care (0138146411).

• Periodic follow-ups are necessary to evaluate response to treatment, monitor and treat potential side effects, and adjust treatment as required.

• If you experience bothersome side effects outside the center’s working hours, contact the nearest hospital.

• In the event of an urgent need for a prescription outside the center’s working hours, a temporary prescription can be obtained by calling 937.

• As a general rule, the Renewal and Reward Center does not prescribe stimulants or sedatives, or any other controlled drugs.

If you have an emergency or need to be admitted, please contact the nearest hospital, or call 997

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Medical Report Policy

• The client or his legal representative has the right to request a medical report.

• Reports can be requested from the treating doctor or through customer care (0138146411), indicating the reason for the report is useful.

• The medical report will include personal information, diagnosis, and treatment plan. A detailed report requires a minimum of 4 visits.

• Medical reports will be provided in English.

• Completion of the medical reports might take 10-14 working days.

• Medical reports can be received by the client, him/herself with proof of identification.

• The client can authorize someone else to receive the report. However, this will require the client to sign a form specifying the name, relationship, and identification number of the recipient.

Client companion

• In compliance with respecting the client’s privacy and following the general health rules, one companion can be allowed with the client if necessary.