Privacy policy

Who we are

Emerald Avenue Medical Clinic L.L.C. is a multispecialty clinic at Al Fattan Tower, Business Hub JBR 1, Dubai Marina, Dubai, United Arab Emirates. We are licensed by the Dubai Health Authority under DHA registration number 5540173.

In this policy, we, us and the clinic mean Emerald Avenue Medical Clinic L.L.C. You means anyone whose personal information we hold: patients, prospective patients, visitors to this website and people who contact us.

We are the controller of the information described here. We decide why it is held and how it is used, and we are answerable for it.

This policy covers the clinic and this website, emeraldavenuemc.com. Where the two are treated differently, we say so.

The information we hold

If you contact us or use this website

• Your name
• Your telephone number and email address
• The speciality or service you asked about, and the appointment time you would prefer
• Anything you choose to write in a message to us
• Technical information about your visit: IP address, device and browser, the pages you viewed and how you arrived at the site

If you become a patient

• Identification: Emirates ID, passport or visa details, date of birth, nationality and gender, as a medical record in the UAE is required to carry
• Insurance details, where a policy is used
• Your medical record: history, examination findings, diagnoses, investigations and their results, prescriptions, procedures and clinical correspondence
• Billing and payment records
• Clinical images, where an investigation or a procedure requires them and you have consented
• Telephone calls, where a call is recorded and you are told so at the time

Why we hold it

• To answer your enquiry and arrange your appointment
• To provide your care, and to keep the record of that care that UAE law requires
• To bill you, or to claim from your insurer
• To meet our obligations to the Dubai Health Authority, the Ministry of Health and Prevention and other regulators
• To send you the newsletter, if you asked for it
• To understand how this website is used and to measure our advertising
• To run the clinic: quality, safety, complaints, audit and our own legal position

We do not sell your information. We do not use your medical record for marketing.

Our lawful basis

Under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, we hold your information because one of the following applies.

• You have given consent, for example to receive the newsletter or to be contacted about an enquiry
• It is necessary to provide you with care, or to perform a contract with you
• It is necessary for us to comply with UAE law, including the record keeping duties placed on a licensed medical facility
• It is necessary to protect a person’s life or health, in an emergency

Where we rely on consent, you can withdraw it at any time. That does not affect anything done before you withdrew it, and it does not remove a record we are required by law to keep.

Your medical record

Health information carries a higher duty than ordinary personal information, and it is treated separately here.

Your record is held in the clinic’s own systems inside the United Arab Emirates, under Federal Law No. 2 of 2019 concerning the use of information and communication technology in the field of health, and the decisions issued under it.

• It is seen only by the clinicians and staff involved in your care, or in the administration of it
• It is not disclosed outside the clinic without your written consent, unless UAE law requires or permits it, for example to a health authority, to a court, or where there is a risk to life
• It is not transferred outside the UAE except in the narrow cases the law permits, and then only with your consent or the approval of the relevant authority
• We are required to keep it for at least 25 years from the date of your last procedure

Your family are not given information about your care without your consent. The exception is where the patient is a child or lacks capacity, and the person asking is the parent or legal guardian.

This website

This website is published for information. It does not give medical advice and it does not offer teleconsultation. We do not currently consult online or by video. If that changes, this policy will be updated before the service opens.

The site is built and hosted on Webflow. Submissions made here, the appointment request and the newsletter sign up, are processed by Webflow and by our email provider on servers outside the United Arab Emirates. That is why we ask you to keep these forms to contact details only. Once an enquiry becomes an appointment, your information moves into the clinic’s systems in the UAE.

Cookies and similar technologies are covered in our cookie policy.

Who we share it with

• Clinicians and staff at the clinic, where they are involved in your care
• Laboratories, imaging providers and other clinical partners, where an investigation or a referral needs them
• Your insurer, where a policy is used, and then only what the claim needs
• Our service providers: the companies that run our website, email, appointment and billing systems, our payment processors and our professional advisers
• An instalment provider such as Tabby, where you choose that payment method. They collect their own information from you directly, under their own terms
• Regulators and public authorities, where UAE law requires it

Service providers act on our instructions. They are not permitted to use your information for their own purposes.

Where it is held

Your medical record stays in the United Arab Emirates.

Website and marketing information, which means form submissions, newsletter addresses and analytics, is processed by providers based outside the UAE, including in the United States and the European Union. Where that happens we transfer only what is needed, we do not include health information, and we require the provider to protect it to a standard consistent with UAE law.

How we protect it

Access is limited to the people who need it, by role. Systems are password protected and access is logged. The clinical systems sit behind separate controls from the website. Paper is kept locked. Staff are bound by confidentiality as a condition of employment, and clinicians by their professional duty.

No system is completely secure. If a breach occurs that puts your information at risk, we will notify the UAE Data Office and, where required, the health authority, and we will tell you.

How long we keep it

• Medical records: at least 25 years from your last procedure, as UAE law requires
• Billing and financial records: for the period UAE tax and company law requires
• Enquiries that do not become appointments: up to 24 months
• Newsletter subscriptions: until you unsubscribe
• Website analytics: for the period set by the provider, ordinarily up to 14 months

Your rights

Under the Personal Data Protection Law you may ask us to do the following.

• Tell you what we hold about you, and give you a copy
• Correct anything inaccurate
• Delete information, where we are not required to keep it
• Stop or limit a particular use
• Give you your information in a portable format
• Stop using your information for direct marketing
• Withdraw a consent you have given

Two limits are worth stating plainly. We cannot delete a medical record that the law requires us to keep. And a correction to a clinical record is made as an addition to it rather than by erasing what was written, because the record has to show what was known at the time.

Write to info@emeraldavenuemc.com to make a request. We will answer within one month. If the request is complex we may need longer, and we will tell you why.

If you are not satisfied you may complain to the UAE Data Office. A complaint about clinical care is handled under Complaints in our terms and conditions, and may also be taken to the Dubai Health Authority.

Children

This website is not directed at children. A patient under 18 attends with a parent or legal guardian, who consents to treatment and exercises these rights on the child’s behalf until the child is old enough to do so themselves.

Changes to this policy

We update this policy when the clinic’s services or systems change. The date at the top of the page is the date of the current version. A material change is noted here.