DentoFace's Cosmetic Clinic

Privacy Policy

Customer Rights and Responsibilities

Complaint Management Process

If we fail to meet your expectations, we invite you to share your concerns about treatment, your safety and quality of care., all the process will be free of charge. You may tell your concerns to:

We encourage you to tell us of complaints right away (at the time of service). If you feel that any of your concerns or complaints have not been resolved as you wish, you may start a formal complaint and notify the Patient Experience Department by writing or calling:
Patient Experience Department
Tel: 043267367, 0503267300
Email: [email protected]
Office 103, Indigo Central 8, Al Manara, Sheikh Zayed Road, Dubai,UAE.
You will be contacted by the Patient Experience Department to discuss your concerns and start
the review process.

I am committed to strategies to increase customer satisfaction and pay serious attention to feedback received from customers.

  • I believe in continuously interacting with clients and customers and involving them in improving clinical processes.
  • I believe in allocating sufficient recourses as well as appropriate authority to staff to handle customer feedback.

This commitment and belief are implemented in the following
1. Identify customer needs and expectations
2. Appropriate, timely and continuous information to customers
3. Provide adequate training to staff
4. Data analysis and evaluation
5. Emphasis on accountability and transparency and information
integrity and responsiveness and confidentiality and

CEO and Medical Director
Dr. Farzin Sarkarat

Customer Rights

Specific rights are listed below:

As a patient, I, or my legally authorized representative, have the right to:

  • Receive impartial care respecting your personal values and beliefs from all staff without discrimination.
  • Know the identity (name & specialty) of the physician responsible for your care.
  • Have my family and doctor called right away when I am admitted to
  • the clinic and have my family take part in my care decisions when I wish.
  • Receive facts which help me to understand the Informed Consent needed for treatment and procedures before treatment begins.
  • Receive from the health care team in a simple understandable manner comprehensive information about your diagnosis, proposed treatment, any changes in your health status and causes of such changes, alternative treatment, probabilities of treatment success or failure, therapy advantages and disadvantages (if any), possible problems related to treatment and expected results of ignoring the treatment.
  • Receive considerate, respectful care in a clean, safe and private place free of neglect, harassment and abuse.
  • Enjoy privacy while carrying out all examinations, procedures, and treatment at our clinic, and confidentiality of all your information.
  • Choose the treating doctor (depends on availability), in addition to reject him/her upon furnishing a genuine reason.
  • Refuse the treatment (if wish so). Thus, the treatment doctor must inform you of the medical consequences of your refusal.
  • Be protected during treatment from any physical, verbal or psychological assault.
  • Receive upon your request an itemized bill explaining all charges regardless paid by yourself or by another source.
  • Complain, suggest and comment on services through Patient Experience Department Can be informed about your medical record under the supervision of the treating doctor or medical director of the clinic.
  • Be informed of the process to review and address the grievance without fear of retaliation or retribution from anyone at Dento Faces Cosmetic Clinic

Customer Responsibilities

Specific rights are listed below:

As a patient, I, or my legally authorized representative, have the right to:

  • Respect the DentoFaces Cosmetic Clinic rules and regulations. 
  • Show consideration for others and deal with other patients and staff with respect.
  • Be informed that waiting time is 15 to 25 minutes (we appreciated your patience and understanding, as emergency surgeries or procedures happening is not in our hand).
  • Respect the privacy and comfort of other patients.
  • Attend the appointment on time. If you want to cancel it, inform the Medical Records Section 24 hours in advance.
  • Provide complete and accurate information about present complaints, past illness, pervious hospitalization and treatment and any known allergy
  • Follow the treating doctor’s instructions. 
  • Give your written informed consent before any minor surgery, anesthesia or any other procedures that entail your written consent, after receiving all information that you may need. This must include the procedure benefits, available alternatives and all possible risks (if any). Choose the treating doctor (depends on availability), in addition to reject him/her upon furnishing a genuine reason.
  • Hold the responsibility for refusing or not following the treatment plan, after being informed of consequences.
  • Avoid delay in taking appointment from Medical Records Section, as soon as it is requested by the doctor
  • Respect the priority given to emergency cases.
  • Give requested samples and attend medical checkup on time. maintaining the cleanliness of the place, hand hygiene, etc.
  • Obey safety rules.