Patient Rights & Responsibilities

Preamble

VeloMed and its subscribed providers are committed to upholding the Patient Bill of Rights issued by the Saudi Ministry of Health and the CHI Beneficiary Charter, in alignment with World Health Organization guidance and the UN Universal Declaration of Human Rights. This charter applies wherever you interact with VeloMed-operated infrastructure across the GCC.

Part A — Your rights

1. Right to respectful care

You have the right to receive considerate, dignified, and respectful care regardless of nationality, religion, gender, age, disability, social or economic status, or the source of payment for your care.

2. Right to information

You have the right to be informed, in a language you understand, of:

• the identity and professional status of those caring for you;
• your diagnosis, prognosis, treatment options, and expected outcomes;
• the costs of treatment before non-emergency procedures are performed.

3. Right to informed consent

You have the right to give or withhold informed consent for any non-emergency examination, procedure, or treatment, and to receive an explanation of risks, benefits, and alternatives. Emergency care necessary to preserve life or limb may be provided without explicit consent where you are unable to give it.

4. Right to refuse treatment

You may refuse treatment to the extent permitted by law and be informed of the medical consequences of your refusal.

5. Right to privacy & confidentiality

You have the right to confidentiality of all communications, clinical encounters, and records, consistent with the Privacy Policy and the HIPAA Notice. You may request that examinations and discussions be conducted discreetly and that observers be excluded.

6. Right to access your records

You have the right to request access to your medical records, an accounting of disclosures, and corrections of inaccuracies, in accordance with KSA MoH policy and applicable law.

7. Right to a second opinion

You have the right to seek a second medical opinion before consenting to a procedure or treatment plan, without prejudice to your ongoing care.

8. Right to advance directives

Where recognised by local law, you have the right to formulate advance directives concerning your care and to expect them to be respected to the extent permitted by law.

9. Right to safe environment & freedom from abuse

You have the right to receive care in a safe environment, free from any form of physical, emotional, sexual, or verbal abuse, neglect, or exploitation.

10. Right to pain management

You have the right to appropriate assessment and management of pain.

11. Right to spiritual care

You have the right to express your spiritual and cultural beliefs and to have them respected in your care plan to the extent clinically practicable.

12. Right to interpreter services

You have the right to qualified interpretation services, including for sign language, where available.

13. Right to complain & redress

You have the right to voice complaints regarding your care, to receive a timely response, and to be informed of the resolution process — through the Covered Entity, through VeloMed at patient-relations@velomedos.com, or through MoH / CHI complaint channels.

14. Right to be involved in your care plan

You have the right to participate in decisions about your care, including discharge planning, and to designate a family member or representative to receive information and act on your behalf.

15. Right to research participation choice

You have the right to consent to or decline participation in any research study, with no impact on your access to care.

Part B — Your responsibilities

To enable safe and effective care, we ask that you:

• provide, to the best of your knowledge, accurate and complete information about your health, current medications, allergies, and past illnesses;
• follow the treatment plan recommended by the clinicians caring for you, or inform them when you cannot or do not wish to;
• keep scheduled appointments or notify the provider in advance when you cannot;
• treat staff, other patients, and property with respect and refrain from any abusive or threatening conduct;
• meet your financial obligations promptly or arrange acceptable payment terms;
• respect the confidentiality of other patients you may encounter during your care.

Part C — How to raise a concern

1. Speak to a member of the care team or call-centre agent. 2. Contact the Covered Entity's Patient Relations department. 3. Email VeloMed at patient-relations@velomedos.com; we will acknowledge within 2 business days and substantively respond within 15 business days. 4. Escalate to the MoH 937 service, CHI beneficiary line, or your national health regulator if you remain dissatisfied.

Part D — Children & vulnerable adults

For minors, parental or guardian consent is required for non-emergency care. For adults lacking decision-making capacity, the legally authorised representative exercises these rights on their behalf, consistent with KSA MoH and GCC capacity-assessment frameworks.

Contact

• Patient Relations — patient-relations@velomedos.com
• Privacy Office — privacy@velomedos.com
• 24/7 Operations — see in-app dispatch console