1. Scope of service
AA Health Central (“AAHC”) provides independent, non-clinical healthcare navigation, care coordination, patient journey support, family and caregiver support, recovery and continuity support, and healthcare-related administrative coordination.
AAHC works alongside healthcare providers and does not replace them. Each engagement has a defined scope, agreed in writing following the initial conversation and, where required, an assessment.
2. What we don’t provide
AAHC does not provide:
- Clinical advice or clinical decision-making
- Medical diagnosis or treatment recommendations
- Medication prescribing
- Emergency or urgent response support
- 24/7 support
- Legal advice
- Insurance coverage guarantees
- Visa services, or travel and accommodation arrangements, including flights and hotels
- Food and meal-preparation services
In a medical emergency, call 998 or go to your nearest emergency department.
3. Independence & referrals
Independent recommendation policy. Provider options are guided by each patient’s individual needs, preferences and circumstances, with respect for patient choice and autonomy. The final choice of provider always remains with the patient.
Provider partnerships. Some provider partnerships are commission-based. We also help clients explore providers outside those partnerships.
4. Payment terms
- The initial inquiry conversation (15–30 minutes) is free of charge.
- Assessments are payable in advance.
- Navigation support is payable in advance.
- Ongoing patient journey support is payable monthly in advance.
- Services outside the agreed scope may incur additional fees, agreed with you beforehand.
5. Cancellation
- Assessment cancellations require 24 hours’ notice.
- Late cancellations may be charged at AAHC’s discretion.
- In-person support cancellations may be subject to cancellation fees.
6. Termination
Either party may end the engagement with written notice. Fees for services already delivered remain payable, and any ongoing coordination activities will be transitioned appropriately, including handover of relevant information.
7. Confidentiality & family communication
Patient information is treated as confidential and shared only with authorised parties, as required, in line with applicable UAE regulations. Communication with family members follows the patient’s authorisation and an agreed family contact. See our Privacy Policy.
8. Communication standards
- Responses within 48 business hours
- Monday to Friday: 9am–6pm
- Saturday: 10am–2pm
9. Geographic coverage
Dubai is included. Abu Dhabi is available with a travel surcharge. Remote support is available where appropriate.
10. Governing law
These terms are governed by the laws of the United Arab Emirates.
Questions about these terms? Contact info@aahealthcentral.com.