Appointments Policy

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

Advanced payment

• Appointment fees depends on the required specialty and service, customer care will provide necessary
  information.
• Advanced payment is mandatory to secure booking of all appointments.
• All clients must pay the appointment fees not less than 48 hours from the scheduled appointment time to avoid automatic
  cancellation.
• Payment can be made via bank transfer to the center’s accounts or via card payment.
• Completing appointment’s payment means that you have read and agreed to appointment’s policy terms and
  conditions.

Cancellation and refund

• Appointment cancellation 24 hours before the appointment will allow another client to benefit from it, we
  appreciate your cooperation and understanding.
• Appointment cancellation 24 hours before the appointment will guarantee rescheduling or full refund, kindly call
  customer care (0138146411).
• Failure to cancel the appointment 24 hours before will result in no refund.
• Administration will consider and accommodate certain situation.

Appointment reminders

You will receive two reminders
1. Email and SMS reminders 48 hours before your appointment.
2. 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.

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:

1. Clients are expected to arrive 10 minutes before actual appointment time. If you arrive late, you will be seen for
the remainder time as per your booking. No additional time will be granted, and no refund will be made
2. In case the delay is from our side client will be granted the full scheduled time.
3. If the client requests an additional time, provided it is available, an additional fee will be calculated.
4. Failure to comply with cancelation policy will result in no refund.

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 client’s efforts and progress
  during the treatment period.

Discontinuation of follow up

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

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 client indicate that he/she may be a danger to self or others
• In the case of any type of apparent or suspected abuse
• If client’s medical records are subpoenaed by a court of law

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 tele-health techniques:

• Live videoconferencing for assessment and psychotherapy
• Follow-up phone call
• Emails to follow up on treatment progress
  

  The online health care(remote) appointments require:

• vailability of a good internet connection through phone or computer, a camera and preferably headphones
• Presence in 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).

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.

Medication Refill policy

• Doctors will provide the appropriate and adequate supply of medications until your next follow up appointment
• Following medication instruction as discussed with your doctor will ensure good response, for additional
  inquiries call customer care (0138146411).
• Periodic follow-ups are necessary to evaluate response to treatment, to monitor and treat potential side effects and
  to 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

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 report is useful.
• Medical report will include personal information, diagnosis, and treatment plan. Detailed report requires
  minimum of 4 visits.
• Medical reports will be provided in English.
• Completion of medical report might take 10-14 working days.
• Medical report can be received by the client, him/herself with proof of identification.
• Client can authorize someone else to receive the report. However, this will require client signing 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.