Expert Post-Surgery
Rehabilitation

1. Introduction

Elite Care Physiotherapy Center (“we,” “our,” or “us”) is committed to protecting the privacy and security of your personal and health information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our services, or interact with us in any way.

This policy complies with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE PDPL) and all applicable UAE health data regulations.

By accessing our website or using our services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the terms stated herein, please refrain from using our services.

2. Information We Collect

We may collect the following categories of information:

2.1 Personal Identification Information

• Full name, date of birth, and gender
• Emirates ID number or passport number
• Contact details: phone number, email address, and home address
• Emergency contact information

2.2 Health and Medical Information

• Medical history, diagnoses, and treatment records
• Physiotherapy assessment notes and treatment plans
• Referral letters and reports from other healthcare providers
• Medication lists and allergy information
• Progress notes and outcome measurements

2.3 Payment and Insurance Information

• Health insurance details and policy numbers
• Billing and payment records
• Payment method details (processed securely via third-party gateways)

2.4 Website and Technical Data

• IP address, browser type, and operating system
• Pages visited, time spent, and navigation patterns
• Cookies and similar tracking technologies (see Section 9)

3. How We Use Your Information

We use your personal and health information to:

• Provide, coordinate, and manage your physiotherapy care and treatment
• Schedule appointments and send appointment reminders
• Process insurance claims and billing transactions
• Communicate with referring physicians, specialists, or other healthcare providers involved in your care
• Improve our website, services, and patient experience
• Comply with legal, regulatory, and licensing obligations
• Conduct internal quality assurance and clinical audits
• Send you service-related updates and, with your consent, health tips or promotional information

4. Legal Basis for Processing Your Data

Under the UAE PDPL, we process your personal data on the following legal grounds:

• Contractual necessity: to deliver the physiotherapy services you have requested
• Legal obligation: to comply with UAE health authority regulations and licensing requirements
• Vital interests: where processing is necessary to protect your health or safety
• Legitimate interests: for internal administration, fraud prevention, and service improvement
• Consent: for marketing communications and non-essential cookies (you may withdraw consent at any time)

5. Sharing Your Information

We do not sell, rent, or trade your personal information. We may share your information only in the following circumstances:

5.1 Healthcare Providers

With your consent, we may share relevant medical information with referring doctors, specialists, hospitals, or other healthcare professionals involved in your ongoing treatment.

5.2 Insurance and Payment Processors

We share necessary billing information with your health insurance provider and secure third-party payment processors to facilitate claims and payments.

5.3 Regulatory and Legal Authorities

We may disclose your information to UAE health authorities, courts, or law enforcement agencies if required by applicable law, court order, or legal process.

5.4 Service Providers

We engage trusted third-party service providers (e.g., IT support, appointment scheduling platforms) who process data solely on our behalf under strict confidentiality agreements and data protection obligations.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal and health information against unauthorised access, loss, destruction, or disclosure. These measures include:

• Encrypted storage of electronic health records
• Secure, access-controlled physical storage of paper records
• Role-based access controls, limiting data access to authorised staff only
• Regular security assessments and staff training on data protection
• SSL/TLS encryption for all data transmitted via our website

Despite these safeguards, no method of transmission over the internet or electronic storage is 100% secure. We encourage you to contact us immediately if you suspect any unauthorised use of your information.

7. Data Retention

We retain your personal and health information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, or as required by UAE law. Health records are generally retained for a minimum of ten (10) years following the date of last treatment, in accordance with UAE Ministry of Health guidelines.

Upon the expiry of the applicable retention period, your information will be securely deleted or anonymised.

8. Your Rights Under UAE PDPL

In accordance with the UAE Federal Decree-Law No. 45 of 2021, you have the following rights with respect to your personal data:

• Right of Access: to request a copy of the personal data we hold about you
• Right to Rectification: to request correction of inaccurate or incomplete data
• Right to Erasure: to request deletion of your data, subject to legal retention obligations
• Right to Restriction: to request that we limit the processing of your data in certain circumstances
• Right to Data Portability: to receive your data in a structured, commonly used format
• Right to Object: to object to processing based on legitimate interests or for direct marketing
• Right to Withdraw Consent: where processing is based on consent, to withdraw it at any time without affecting prior lawful processing

To exercise any of these rights, please contact us using the details in Section 12. We will respond to your request within thirty (30) days.

9. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience and analyse website traffic. The types of cookies we use include:

• Essential cookies: required for the website to function correctly
• Analytics cookies: to understand how visitors interact with our website (e.g., Google Analytics)
• Preference cookies: to remember your settings and preferences

You can control and manage cookie preferences through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

10. Third-Party Links

Our website may contain links to external websites or services not operated by Elite Care Physiotherapy Center. We have no control over and assume no responsibility for the content, privacy practices, or policies of any third-party sites. We encourage you to review the privacy policies of any external websites you visit.

11. Children's Privacy

We provide physiotherapy services to patients of all ages, including minors. For patients under the age of eighteen (18), personal and health information is collected with the consent of a parent or legal guardian, who also has the right to access, correct, or request deletion of their child's information. We do not knowingly collect information from minors without verifiable parental or guardian consent.

12. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time to reflect changes in our practices, legal requirements, or service offerings. When we make material changes, we will update the "Last Updated" date at the top of this document and, where appropriate, notify you via email or a notice on our website. Your continued use of our services after any changes constitutes your acceptance of the updated Privacy Policy. We encourage you to review this page periodically.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your personal information, please contact us:

If you are not satisfied with our response, you have the right to lodge a complaint with the UAE competent supervisory authority responsible for data protection matters.