Patient Rights & Responsibilities in Saudi Arabia

Respect, Dignity & Non-Discrimination

Patients have the right to receive impartial care with dignity and respect without discrimination. Care is provided regardless of religion, gender, nationality, social status, or personal beliefs, while respecting the patient’s cultural and religious values. Care is delivered in accordance with professional standards, patient safety considerations, and First Response Healthcare policies. 

Identity & Transparency

Patients have the right to know the identity, name, and specialty of the physician and healthcare professionals responsible for their care.

Patients may also receive a written copy of the Patient and Family Bill of Rights and Responsibilities from First Response Healthcare staff, 24/7 Call Center or Customer Relations Department. Assistance or interpretation may be requested if any part of the document is unclear.

Call Center: 573500500

Information & Understanding

Patients have the right to receive clear and understandable information about their:

• Diagnosis and medical condition
   
• Proposed treatment plan
   
• Possible alternatives to treatment
   
• Risks, benefits, and expected outcomes
   
• Consequences of refusing or delaying treatment

Healthcare professionals should explain medical information in a manner that patients and families can easily understand.

Access to Care & Emergency Services

Patients have the right to receive comprehensive, appropriate, and timely medical care aimed at achieving an accurate diagnosis and effective treatment of their illness or injury. Patients should also be given adequate time with the medical team during treatment to discuss their care and address any concerns.

In medical emergencies, immediate care is provided within the scope of services offered by First Response Healthcare. For life-threatening emergencies, patients may be advised to contact emergency services such as the Ambulance/Saudi Red Crescent (997), while basic life support may be initiated when appropriate.

Participation in Care Decisions

Patients have the right to participate in decisions about their treatment and care planning. Patients, parents, or legal guardians may actively participate with physicians and nurses in discussing treatment options and planning care according to their preferences.

Consent, Refusal & Second Opinion

Patients have the right to accept or refuse medical treatment after receiving clear information about the consequences of their decision.

Informed consent will be obtained before procedures or treatments that require formal approval. 

Patients may request a second medical opinion within or outside the organization if they wish. (If required, patients may be responsible for the cost of obtaining a second opinion.)

Privacy & Confidentiality

Patients have the right to privacy during examinations, procedures, and treatment provided by the First Response Healthcare medical team.

All personal information and medical records are handled confidentially. Individuals not directly involved in the patient’s care may not access treatment details, examinations, or case discussions without prior permission.

Patients may request the presence of a person of the same gender during examinations or procedures performed by a healthcare professional of the opposite gender. Patients also have the right not to remain undressed longer than necessary for medical purposes.

Patients may have a family member or guardian present during care depending on their health condition. However, in certain situations this may be restricted due to medical or safety reasons.

Communication & Language Support

Patients may request interpreter support when language differences create difficulty in understanding medical care or treatment information, subject to availability.

Safety & Protection

Patients have the right to receive care in a safe environment and to be protected from physical, verbal, or psychological harm during treatment.

Patients may also report individuals who violate healthcare facility regulations, including smoking within or around healthcare facilities.

Choice of Doctor

Patients may request a specific treating doctor depending on availability. When booking a home consultation, patients may indicate preferences such as the doctor’s gender or language, and the customer care team will make reasonable efforts to accommodate these preferences.

Transfer of Care

If transfer to another healthcare facility is required, patients have the right to receive a full explanation of the reasons for the transfer, possible alternatives, and any financial or administrative responsibilities involved.

First Response Healthcare will coordinate with the receiving healthcare facility and obtain necessary approval before initiating the transfer.

Medical Records & Billing Transparency

Patients have the right to view their medical records under the supervision of the treating doctor or authorized medical staff.

Upon request, patients may receive an itemized bill explaining all charges, regardless of whether the payment is made by the patient or another party.

Complaints, Feedback & Support

Patients have the right to submit complaints, suggestions, or feedback about services through the 24/7 Call Center (573500500) or by contacting First Response Healthcare management.

All feedback will be reviewed according to the organization’s policies.

Pain Management & Compassionate Care

Patients have the right to appropriate assessment and management of pain through evidence-based practices.

First Response Healthcare is committed to providing compassionate and respectful care for patients with serious or terminal illnesses in accordance with applicable laws and regulations.

Note:
The rights of children, elderly patients, or individuals who are unable to exercise their rights independently will be exercised by their legally authorized family members or guardians.

Patients and their families play an important role in supporting safe, respectful, and effective care.

Patients are expected to:

• Respect and follow First Response Healthcare rules and regulations while receiving services
• Treat clinical and non-clinical staff with courtesy and respect
• Respect the privacy and comfort of patients during home healthcare visits
• Provide accurate and complete information about current symptoms, past illnesses, previous hospitalizations, treatments, medications, allergies, and other health-related details
• Follow the instructions of the treating physician and healthcare providers
• Take medications as prescribed
• Provide written general consent for medical assessment and treatment during visits by healthcare professionals.
• Provide written informed consent before any invasive procedure or treatment that requires written approval according to Ministry of Health (MOH) rules and regulations, after receiving all necessary information, including the benefits of the procedure, available alternatives, and possible risks.

• Accept responsibility if they refuse treatment or do not follow the agreed treatment plan after being informed of the consequences
• Confirm the doctor’s appointment time promptly with the 24/7 Call Center (573500500) when requested by your treating physician.
• Be available at the scheduled location (home, hotel, or office) at the time of the doctor’s visit and inform the call center at least one hour in advance if rescheduling or cancellation is required
• Respect the priority given to elderly patients, children, and new acute illness (non-emergency) cases when requesting follow-up appointments while already undergoing treatment with us. Appointments may occasionally be rescheduled or postponed due to unavoidable circumstances.
• Follow safety policies, including hygiene standards and the no-smoking policy
• Ensure that any financial obligations to First Response Healthcare are settled promptly
• Provide requested samples and undergo recommended medical tests or checkups on time without delay.
• Keep personal valuables secure and under your own responsibility. If any valuables interfere with the delivery of clinical care, they should be removed and kept safely under your custody.

Note: Patients should retain a copy of the Patient and Family Bill of Rights and Responsibilities. First Response Healthcare is not responsible for any consequences resulting from failure to follow the above instructions.