Privacy policy and service terms

Privacy Policy and Service Terms

Privacy Policy:

We have long been committed to protecting patient privacy. As part of this commitment, we follow federal and state law which requires us to maintain the privacy of your health information and to provide you with this Notice of our privacy practices.

When we use or disclose your health information, we are required to follow the privacy practices described in this Notice (or other notice in effect at the time of the use or disclosure). We must follow either federal or state law, whichever is more protective of your privacy rights.

We reserve the right to change the privacy practices described in this Notice at any time. Changes to our privacy practices would apply to all health information we maintain. If we change our privacy practices, we will post the new notice on our website, and/or make it available to you.

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing to our email We will then attempt to resolve it in accordance with our resolution procedure.

1. Purpose:

To provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.



2.1.1. General informed consent is to be obtained at the time of registering of the patient for the clinic by the Customer Care Coordinator.

2.1.2. Specific informed consent: Must be obtained prior to any of the procedures listed in Attachment No. Treating physician is responsible for properly completing the informed consent required for the planned medical or surgical procedure and ensuring that all relevant information is documented. The physician performing diagnostic, medical or surgical intervention must provide the patient and/or his/her representative(s) clear information regarding The name(s) of the person(s) who will be involved in the provision of care to the patient as assistants or participants. Patient clinical condition and diagnosis. The recommended procedure or management which was decided in accordance with good medical practice. The specific procedure site if applicable e.g. right molar tooth, left eye. The benefits, risks, discomfort and complications which may occur during the treatment or procedure, also the potential problems related to recuperation that may be reasonably expected. The likelihood of success. The prognosis and expected consequences of the recommended procedure or treatment may be refused by the patient or the legal representative. Reasonable alternative medical treatment or surgical procedure may be given if available. Both physicians should give enough time to their patients to answer their questions. Understanding the Consent: Information should be mentioned to the Legally-Consented person in laymans language. The treating physician should ensure that the consent form has been read carefully and signed by the patient, his / her designee(s) or the legally authorized person(s) before starting the medical / surgical procedure or administration of medical treatment. Legally-Consented person should be given the opportunity to ask questions to ensure that the agreement is of an informed nature If Language barrier exists between the Physician and the Legally-Consented person, Translation-Interpretation policy applies. Taking the Decision: Family members are encouraged to get engaged if required to support in taking the decisions. Legally-Consented person may sign the consent immediately or sign it at a later date to have enough time to think. Keeping the Consent: Once the informed consent obtained and form signed, the clinic nurse should keep the consent and hand it to medical record employee for scanning and achieving. The Consent is then handed to the employee who will scan it and upload it to the HIS. Validity of Consent: Informed Consent form can be obtained and signed within 30 days prior to the date of performing the planned elective procedure(s). A single consent form may be signed for the entire course of treatment (not to exceed 6 months) in certain therapeutic programs involving a course of multiple in Dental Department. It is preferred to obtain the patients signature and consent as near to the day of planned medical or surgical intervention as possible Assuming the consent was initially valid (i.e. informed, freely given, the patient was competent to give it and not under the effect of any medication that can alter his/her mental capacity) it remains valid and in effect until one of the following events occur: If, for any reason, the procedure is delayed beyond 30 days If the patient or his/her representative(s) withdraws the consent. (A verbal revocation should promptly be documented in the patients medical record by the attending physician). If the medical condition of the patient significantly changed or becomes mentally incompetent. If the attending physician will not be able to perform the procedure him/herself or will not be available for any emergency reasons, a new consent must be obtained by his/ her substitute who will be performing the intervention If any of the above mentioned events occurred, the consent form will become null and void and a new consent form must be signed prior to performing the medical or surgical procedure.

2.1.3. Conditions for waiving the mandate of informed Consent: There are situations where Informed consent policy doesnt apply; the procedures may be performed without the need to obtain the Legally-Consented person approval such as: Immediate action must be taken to preserve the patients life Immediate action must be taken to prevent a possible serious impairment of a body organ Immediate action must be taken to prevent deterioration of the patients health. When a Legally-Consented person is not available and theres a medical necessity to intervene and time does not permit waiting until this person is available. The attending physician should note in the patients medical record in advance, the facts of the emergency and that the recommended treatment or surgery is essential to save the patients organ or life. The Operation Manager should be informed.

2.1.4. Verification of Consent: It is the responsibility of the charge nurse involved in the patient’s care to: Check prior to the initiation of a treatment or procedure if it requires an informed consent or not according to this policy Be sure that the proper consent form is used. Check each consent form to see that it is completely filled out

When you register as a patient in our system or using our service through direct visit to our facility or via virtual consultation such as chat, voice or video, you provide consent for our AXA One Health employeesto access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

2.2.1Collect, use, hold and share your personal information:

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial/insurance claims and payments, practice audits and accreditation, and business processes (eg staff training).

2.2.1. personal information includes your: .Names, Date of birth, Addresses, Contact details (Mobile number, Email ID) information including medical history, Medications, Allergies, Adverse events, Iimmunizations, Social history, Family history and Risk factors Laboratory samples or scans for the sake of testing and diagnosis Insurance number (where available) for identification and claiming purposes and insurance related information submitted by you or your insurer Healthcare Identifiers or MRN Health fund details etc.

2.2.2 3.2.2.Methods of collecting your personal information in several different ways. When you use our service for first time our staff will collect your personal and demographic information. Information may be collected through our applications while downloading, activating or using the application. During the course of providing medical services, we may collect further personal Information or medical data and samples for the case testing and diagnosis We may also collect your personal information when you visit our website, send us an SMS, calling our helpline, make an online appointment or communicate with us through other means. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

Your guardian or responsible person

Other involved healthcare providers, such as specialists, allied health professionals,

Hospitals, community health services and pathology and diagnostic imaging services

Your insurance provider, employer or service provider in case the service is offered by them.

2.2.3 We sometimes share your personal information: With third parties who work with our practice such us insurance provider, health care providers or service provider (consent is required), including but not limited to;




Mokhtabar or any other laboratory contracted by AXA

By using any of the above mentioned services you are giving us the consent to transfer the necessary information related to your personal or medical data to their side to be able to process your request and grant the service With third party medical diagnostic institutions in the case of further medical test and analysis is required When it is required or authorized by law (state or federal). When it is necessary to lessen or prevent a serious threat to a patients life, health or safety or public health or safety, or it is impractical to obtain the patients consent. In the case of your medical emergency, we may disclose your patient identifying information without your prior consent. To assist in locating a missing person. To establish, exercise or defend an equitable claim. For the purpose of confidential dispute resolution process. When there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification such as COVID -19). De-identified information Ffor the purposes on Quality Improvement Auditing. The information is de-identified before it leaves the practice.which means that you cannot be identified from the information used by the third party assisting us. Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third partywithout your consent except for the above mention reasons and/or third parties. We will not share your personal information with anyone outside Egypt (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice will not use your personal information for marketing any of our goods or services directly to you without contacting you firstyour express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.

2.2.4 Store and Protect your personal information: Your personal information may be stored at our premises in various forms such as electronic records, paper records and voice, visual or video records. Our practice stores all personal information securely and all staff and contractors are bound by confidentiality agreements. Access to personal information is only available to authorised personnel. We have implemented reasonable technical, physical, administrative, and organizational safeguards to protect the information we collect from loss, misuse, and unauthorized access, disclosure, alteration, and destruction. Please be aware that despite our efforts, no data security measures can guarantee 100% security. You should take steps to protect against unauthorized access to your password, phone, and computer by, among other things, signing off after using a shared computer, choosing a robust password that nobody else knows or can easily guess, and keeping your log-in and password private. We are not responsible for any lost, stolen, or compromised passwords or for any activity on your account via unauthorized password activity. All credit/debit cards detail and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties. We will not share any debit/credit card details to third parties.

2.2.5 Access and Correct your personal information at our practice: You have the right to request access to, and correction of, your personal information. Our practice acknowledges that patients may request access to their medical records. We require you to put this request in writing addressed to our concerned authority through email and our practice will respond within 30 days of receipt of the request. You may be responsible for payment of any reasonable fees incurred by the practice in providing this information to you. Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information stored in our system is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to concerned authority.

2.3 Patient Rights

2.3.1 Awareness:

Patient awareness of the Patient, Family Rights and Responsibility statement: All patients and their families or their legal representative(s) have the right to be informed about their rights and responsibilities and to receive a copy of AXA One Health Bill of Rights and Responsibilities so: All AXA One Health patients upon registration on their first visit will receive a copy from the statement of rights and responsibilities in a brochure from Customer Care Coordinator. Patient might seek help in understanding the Patient, Family Rights and Responsibility statement. Patient rights and responsibilities are posted in the waiting areas and public areas by Patient Relation Department Patients and their families can read the patient rights and responsibilities on the AXA One Health web site. AXA One Health employees are educated during their general orientation about the clinic policy and their role in protecting patient rights.

2.3.2. Access to Care: All Individuals will be afforded impartial access within the clinic scope of services to treatment that are available and medically indicated based on the patients need and according to the clinics mission, vision, and capability to provide needed services regardless of race, color, age, disability, creed, sex, marital status, national or ethnic origin, religion, sexual orientation or source of payment. Patients and their families will be informed by the treating physicians about the alternative sources of care if the service required is not available at AXA One Health. Patients have the right to choose their physicians and to be transferred to another treating physician, if they do not wish to remain under the care of their current physician upon justifiable. Patients have the right to request a second opinion that can be from another AXA One Health physician or from external licensed physicians. For seeking for second opinion from outside AXA One Health, patients or their relatives should notify the attending physician or his/her designee. Patients and their legal representatives have the right to be informed about the expected costs of any recommended treatment. Patients who are requesting to know the financial obligations will be directed to the Reception Desk.

2.3.3 Respect and Dignity: Patients have the right to considerate; respectful care at all times and under all circumstances, with recognition of their personal dignity and worth. Patients dignity is maintained at all times; Patient identification occurs using his/her name. Patients have the right to wear appropriate personal clothing, religious, cultural or other symbolic items as long as they do not jeopardize his / her safety, modesty or hinder and interfere with diagnostic procedures or treatment. All health care providers shall seek to understand the care and services they are providing within the context of the patients values and beliefs. Patients can be visited by their clergy or spiritual representative at any time.

2.3.4 Personal Safety and Security: Patients have the right to be protected from any verbal or physical abuse by any AXA One Health staff or others individuals by Safety and Security Department Patients have the right to expect reasonable safety in so far as the clinic practices and environment are concerned. Patients have the right to address the needs of patient, visitor and staff regarding safety and security. Limited access to the facility through the use of security personnel on campus is governed by AXA One Health policy of Access Devise and Key Management Governance And the use of employee identification badges that are to be conspicuously displayed Vulnerable patients will be taken care of according to AXA One Health policies. A No-Smoking policy is adopted in AXA One Health. More details about Confidentiality can be found in Confidentiality Policy.

2.3.5 Care providers identity: Patients have the right to know the identity and professional status of individuals providing service to them, and to know which physician or other practitioner is primarily responsible for their care Patients have the right to know the qualifications and the experience of their attending physicians, and they can get the required information from the Patient Relation. All clinic staff is responsible to stick to the clinic dress code policy so they can be easily identified by patients and their families. More details about Staff Identification can be found in Staff Identification Policy.

2.3.6 Privacy Unless mandated by law, all conversations with the patient regarding his/her care will be conducted in a confidential manner. All discussions with family members in front of the patient will be conducted in a volume sufficient for the patient to hear Persons not directly involved in patient care will not be allowed to attend the patient’s examination unless patient approved their stay. Non-life-threatening Patients will not be examined in entrances or waiting areas. Patients will be placed in protective privacy when considered necessary for personal safety. Patients have the right to refuse to be photographed, recorded or being part of AXA One Health administrative or educational activities. Male/Female specific waiting areas might be arranged based on the patient request. Appropriate chaperon may be provided upon patient request.

2.3.7 Confidentiality: Unless mandated by law, all discussions or consultations involving a patient case will be conducted discreetly and that individuals not involved in direct care will not be present without permission of the patient. Unless mandated by law, Medical records is read only by individuals directly involved in treatment, research or monitoring of quality, and by other individuals only on authorization by the patient or that of his/her legally authorized representative. Unless mandated by law, all communications and other records pertaining to his/her care, including the source of payment for treatment, are treated as confidential. More details about Confidentiality can be found in Confidentiality Policy.

2.3.8 Condition-related Information: Patients have the right to obtain from the practitioners responsible for coordinating their care, complete, accurate, updated information concerning their diagnosis, treatment (including the benefits, risks and expected outcomes), pain management, and any expected prognosis Patients have the right to have information about the alternative treatment options and modalities (if available) and the expected benefits, risks and complications of each option. This information will be communicated in terms the patients can reasonably be expected to understand. Patients have the right to request an interpreter, if they do not understand the language spoken by the health care providers. When it is medically advisable, as documented by the attending physician in the patient medical record, the information will be given to the patient’s designee(s) or to the legally authorized individual. The patient has the formal right of access to his/her medical records.

2.3.9 Informed Consent: The patient has the right to reasonably informed participation in decisions involving his/her care by treating physician This participation will be based on a clear, concise explanation of his/her condition and of all proposed technical procedures, including the possibilities of any risk of mortality or serious side effects, problems related to healing, and probability of success. The patient will not be subjected to elective specific procedures (none life threatening procedures) without his/her voluntary, competent, and informed consent, or that of his/her legally authorized representative. Where medically significant alternatives for care or treatment exist, the patient will be so informed by treating physician The patient has the right to know who is responsible for performing the procedures or treatment.

2.3.10. Informed Refusal: The patient may refuse a recommended treatment or diagnostic or therapeutic procedure. If a patient is unconscious or is determined to be mentally incompetent and no consent can be obtained from an appropriate family member, an alternative treatment or procedure which does not require obtaining an informed consent can be carried on. If the procedure or the treatment is urgent, the said treatment or procedure will be carried on without consent according to the clinic policy for informed consent. Refusal of diagnostic or treatment plan will not affect the professionalism of the medical care provided by AXA One Health.

2.3.11. Pain Assessment and Management: The patient has the right to be properly assessed and has effective pain management. The patient has the right to be educated and have information about pain, pain relief measures and available options. The patient has the right to have time allocated for pain assessment, prevention and management.

2.3.12. Participation of planning treatment: AXA One Health guarantees to all patients the right to participate in their care planning. This right includes and not limited to; the opportunity to discuss treatment and alternatives with individual care provider, the opportunity to request and participate in formal care meetings. Patients have the right to request a family member or other representative(s) to be involved in such meetings. If the patient is unconscious, comatose or unable to communicate and take decisions, AXA One Health shall make reasonable efforts to notify the legal representatives, a family member or a designated person(s) identified in writing by the patient AXA One Health encourages the participation of family members in the care process of their patients, unless AXA One Health has a written request from the patient not to involve certain person(s).

2.3.13. Transfer and Continuity of Care: The patient will not be transferred to another facility unless he/she has received a complete explanation of the need for the transfer and the alternatives to such a transfer, and unless the transfer is acceptable to the other facility. All necessary information about the patient care and treatment will be shared with the Healthcare Facility to which the patient will be transferred. The patient has the right to be transferred safely and comfortably to the facility that agrees to provide treatment for him/her. AXA One Health will arrange for the transfer by its staff and ambulance which will be prepared with all required equipment and escorting staff according to patients needs. Privacy will be maintained during transfer. Patient has the right to decide upon his/her request if he/she wants to be transferred by the ambulance and the escorting team.

2.3.14. Complaint/Feedback Process: All patients, and their family members have the right to express their opinions, suggestions, concerns and to submit an official complaint regarding their personal experience and any unmet reasonable expectations as regards the care or services provided to them and have the right to know information regarding the clinic process and the approved mechanism for the initiation, review and resolution of such complaints.

2.3.15 Do Not Resuscitate conditions: AXA One Health staff will abide with the relevant regulations.

Patient Responsibilities:

2.3.16 Full disclosure of health information: The patient is responsible for providing to the best of their knowledge, accurate and complete information about medical complaints, past illnesses, hospitalizations, medications, pain, and other matters relating to their health. The patient is responsible for answering fully the questions of the health care team The patient is responsible for making sure that he/she is understanding the medical and clinical information given to him/her. The patient is responsible for reporting pain to their treating physicians and nurses, discussing relief options to develop pain management plans, telling the treating physician or nurses if their pain is not relieved and reporting any concerns they may have about taking pain medications.

2.3.17. Cooperation during examinations and procedures: The patient is responsible for following the treatment plan recommended by those responsible for their care to the best of their ability. This may include following the instructions of the nurses and health professions as they carry out the coordinated plan of care implement the responsible practitioners orders and enforce the applicable rules and regulations. The patient is responsible for compliance with instructions for self-care including taking medications and attending follow-up visits. Patients and, as appropriate their families, should express their ability to follow the agreed upon treatment care plan. Accepting the consequences of refusing treatment or not following the health care teams instructions, and they should respect and comply with the clinic regulations.

2.3.18. AXA One Health Rules and Regulations: The patient is responsible for keeping appointments and, when he/she is unable to do so for any reason, for notifying the central Booking. Patient might be liable for fine or a penalty in case of not showing up for their appointment. The patient is responsible for making sure that their bills are paid as promptly as possible. Being considerate of the rights of other patients by: Maintain a quiet Atmosphere and observe no smoking policy and infection control regulations. Not using the personal properties of other patients. Being considerate of the rights of the clinic staff. Taking care of AXA One Health properties at all times. Seeking information, and in the event they have questions, asking them. Taking reasonable care of their own valuables and other possessions if they keep them in their possession

Special Conditions:

2.3.19 Children: Children have the right to be assessed and managed safely by specialized staff, using adjusted tools and equipment Child patients have the right to receive care when they are accompanied by a guardian AXA One Health hold the responsibility of providing vaccinations based on the MOH schedule. An abuse and neglect policy is adopted. Specific room is designated as a play ground All used electrical plugs are safe for children

2.3.20. Psychological / mental / disabled patients: Dignity is maintained at all times Environment is adjusted for their safety. Specific parking spots for physically disabled patients.

2.3.21. Definitions: Access to care: The ability to receive medical and/or clinical care as and when needed (emergency access to care to all patients) according to the patient condition and guided by the services available and the eligibility policy of the organization. Patient: is any recipient of health care services. The patient is most often ill or injured and in need of treatment by a health care provider. . Complaint: is an objection to something that is unfair, unacceptable, or otherwise not up to normal standards. Confidentiality: is the right of an individual to have personal, identifiable medical information kept private. Such information should be available only individual which need to have access, reason for access. Family member: A person related to the patient by blood relation e.g. mother; father, brother, sister or grandparent etc. Family refers to the person(s) who play a significant role in patients life. Informed consent Agreement or permission accompanied by full information on the nature, risks, and alternatives of a medical procedure or treatment before the physician or other health care professional begins the procedure or treatment. After receiving this information, the patient then either consents to or refuses such a procedure or treatment. Pain Management: The process of screening for existence of pain, assessment of the pain and the treatment or control of pain through pharmacologic and Non pharmacological means Privacy: The quality or condition of being private from the presence or view of others. Referral: Is the process in which a physician decides that the patient needs to be seen by another physician or needs to get additional or different medical services within clinic or at another healthcare facility. Protection from loss, destruction, tampering, or unauthorized access or use. The formal shifting of responsibility for the care of a patient from (1) one care unit to another, (2) one clinical service to another, (3) one qualified practitioner to another, or (4) organization to another organization. individuals who is14 years old or younger.

2.4 How lodge a privacy-related complaint, and how will the complaint be handled at our practice:

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing to our email id We will then attempt to resolve it in accordance with our resolution procedure.

Service terms 

We strive to always provide you the best personalized care available. To make this possible, we kindly ask

you adhere to the below very important guidelines.


Being 10 minutes late for an appointment may require you to either reschedule or wait for an available opening.

There are no guarantees since openings due to cancellations or no-shows are unpredictable, however we will

always do our best to accommodate you.


If you wish to change or cancel an appointment, we ask that you please provide 24-hour advance notice. This

allows us to offer your appointment to another patient who may be waiting to see a physician. We understand,

however, that emergencies can and do happen, and will make every attempt to work with you. If you can’t contact

us 24-hours in advance, please call as soon as you know you cannot make your scheduled appointment time. If you

miss your appointment without notice or provide less than 24-hour advance notice, it will be considered a no-

show. Patients who repeatedly don’t show to their appointments with no notice, may be subject to future

appointment scheduling difficulties, and in some cases, dismissal from the clinic.


It is important to remember that our primary care physicians are not pain management specialists or providers,

and therefore do not guarantee any form of pain medications and/or narcotics. If you have a chronic condition

that requires long-term use of such medications, please be advised we may refer you to a pain management clinic

for treatment of the chronic condition.


For insured patients, they are responsible for any co-payments that their policy does not cover. The insurance card

must be valid at every visit to guarantee an easy journey. Failure to make (co-payment, over limit, or uncovered

services) during visit, could result in cancellation of the appointment.


Patients without valid photo ID, proper insurance information, missing insurance information, may be asked to

reschedule or will be asked for full payment. Any patient who misrepresents themselves by using an outdated card

or someone else’s identification may be dismissed from the practice and/or subject to further investigations

relating to insurance fraud


Refund Policy and Procedure

All consumed services are non-refundable.

Promotional/bundle/ packages unused services refund: the bundles/ packages will be cancelled and the per session cost will be calculated without any discount. The refund request should be issued within the bundle/ package duration only.


Your Consent:


 By using our services, registering in a program, or by purchasing an offer, you hereby consent to our Return & Refund Policy and agree to its terms & conditions.

Contact Us:


If by chance you face an issue with our services or quality of care, kindly contact our support team who will endeavor to get back to you immediately with a resolution. You can reach support by:

  • Calling 15292

  • Filling in our online ‘contact us’ form through our website ( 

  • Submitting your concerns through the in-clinic feedback tablets available inside all our clinics

Thank you for choosing OneHealth!