Terms and condition

Terms and Conditions

What is Telemedicine?
Motmaina Medical Center for Psychological Consultations and Training provides remote healthcare through telemedicine or the virtual clinic, using modern technologies and a specialized team of physicians and psychologists, so that the patient can meet their physician and psychotherapist remotely to be examined and diagnosed from their place of residence. Medical consultation and a treatment plan can also be provided through an electronic system linked to various healthcare facilities.
Before using the remote medical care service (telemedicine) provided by Motmaina Center, remember that:
• The service aims to provide quick access to physicians and psychotherapists to obtain the required medical and psychological consultations, and to follow up with the patient remotely.
• These consultations are for informational purposes only, and the patient may need to visit the physician at the clinic and undergo the necessary medical examinations when needed.
• Remote consultation services are provided for stable cases only; they do not serve emergency and critical cases that require transfer to a hospital or another healthcare provider.
• The data provided by the patient is not shared with anyone.

Available Virtual Clinics:
• Psychiatry Clinic.
• Psychotherapy Clinic (Clinical Psychology).
Telemedicine Clinic (Virtual Clinic) Working Hours:
• Patients are received at the virtual clinics daily from Saturday to Thursday, from 8 AM to 10 PM.
• Friday from 4 PM to 10 PM.

Method of Communication:
Communication between the patient and the treating physician will take place via the virtual clinic through the app, based on the following steps:
1. Booking the appointment through the app from the consultant's appointments page.
2. Sending an appointment confirmation message to the patient containing the details of the scheduled appointment.

Patients' Rights and Responsibilities
• All patients at Motmaina Medical Center deserve high-quality care, regardless of race, creed, gender, nationality, source of payment, moral, political, or cultural beliefs, or educational background.
• Equality in receiving medical care from a competent and specialized team.
• Confidentiality of their health and social information.
• Prompt and reasonable response to their inquiries.
• Respect for the patient's dignity and privacy.
• Knowing complete information about the treating physician and the healthcare staff involved in their service.
• Obtaining adequate information about their health condition in a language they understand, including through translation services if necessary.
• Knowing the time required for treatment, the available treatment alternatives, the associated risks, and the chances of recovery.
• Refusing treatment after receiving information about the potential risks or negative consequences of that treatment, after which they will be asked to sign a special form for that.
• Choosing and changing the treating physician in accordance with the Center's regulations and policy.
• Obtaining information about the cost of treatment.
• Knowing the Center's rules and regulations, and filing a complaint if necessary.

Responsibilities of the Patient and Their Family:
• Being considerate of other patients and visitors.
• Providing complete information about the illness and medical history.
• Listening to the explanations given by the treating physician and members of the medical team, and participating in decisions related to treatment.
• Attending at the scheduled appointment date and time.
• Reporting any feedback on the care provided so that we can improve the level of service provided.
• Following the visiting hours system to ensure the comfort of all patients, as well as maintaining quiet during visits.
• Treating the Center's staff with respect and not assaulting them, violating their dignity, or causing them physical or psychological harm.
• Some patients will have service priority due to their critical medical condition.
• Following the Center's safety and security instructions.
• Designating the person who will sign official documents on their behalf and who may receive the information permitted to be given about the patient's health condition.

Telemedicine Terms and Conditions
• The duration of a remote psychiatric medical consultation is 15 minutes.
• The duration of a remote psychotherapy consultation is 30 minutes.
• If the patient does not attend their appointment, the appointment is considered cancelled, and the amount paid is not refunded.
• The patient can cancel the appointment 24 hours in advance.
• Patient information is not shared with anyone.
• The consultation is recorded (audio and video) to be kept in the medical records.

Principles of Patient Assessment and Treatment Plans:
• In the first consultation, the patient's complete medical history is taken, as well as the social and family factors related to the condition, and the patient's case is studied in detail.
• The patient is diagnosed based on the reported symptoms according to the Tenth Revision of the International Classification of Diseases – Classification of Mental and Behavioural Disorders (ICD/10).
• The treatment plan is set based on the severity of the psychological condition and the extent of its impact on the patient's life, and the number of sessions ranges from 4 to 8 sessions, more or less depending on the patient's needs.

Principles for Documenting Patient Information in the Health File and Methods of Retaining It:
• Files are opened electronically on the servers of Motmaina's own software.
• Backup copies of all patient files are kept on different devices in different locations in anticipation of any emergency.

Guidelines for Health Practitioners that Facilitate Access to and Exchange of Patient Information and Data Using the Electronic Medical File:
Our system at Motmaina is fully cloud-based; therefore, the specialist can log in from anywhere through the website's control panel using their username and password and view all the data of the patient they are treating.

Principles for Obtaining Patient Consent to Use Remote Healthcare Services and Mechanisms for Ensuring Patient Privacy and Rights:
• Consent is obtained from the client through a feature on the website that appears to them before they confirm the appointment.
• Regarding file privacy, no one can access the client's file except the physician or psychologist with whom the appointment was booked, and the specialist or physician cannot export or print the client's file, or print part of it, without the approval of the Center's Medical Director.
• No one can open the patient's file or access their page except the account owner, by linking it to their personal mobile phone.

Rules for Ensuring Competence and Skill, Including Continuous Training of the Administrative and Medical Staff Involved in the Service:
• Periodic evaluation of psychologists and physicians by a scientific committee at the Center.
• Periodic evaluation by clients and visitors, and collecting their questionnaires about the level of service provided by the Center and by the treating physician and specialist.
• Continuous development of the entire healthcare staff by enrolling them in intensive courses at various health training centers and through conferences and seminars held inside and outside the Center.

Principles of Data Transfer and Storage and Guidelines Related to Communication Networks:
• The client must have a device that supports basic communication technologies, including mobile networks, Wi-Fi, and mobile and landline telephone networks, to enable "Motmaina" to provide the service properly.
• The client must ensure the quality of the connection before starting the service, to avoid any interruption or slowness in the connection.
• All communication services (whether video, audio, or text) are subject to direct encryption to ensure the confidentiality of client information.
• All client data, including files, is subject to high electronic protection and complete confidentiality. No one views your medical data except your specialist physician, and the customer service employee views your name and phone number or email only for the purpose of contacting you and confirming appointment bookings.

Policies and Procedures in Case of Service Interruption Due to a Technical Error:
• All our electronic operations are subject to 100% availability, and in the event of a connection interruption due to a malfunction on the website's side, the client is entitled to redo the session or reschedule it later according to available appointments free of charge.
• "Motmaina" is not responsible for any malfunctions or weak connectivity on the client's side, and no compensation can be provided in this case.
• "Motmaina" is not responsible for any malfunctions or interruptions beyond its control, including but not limited to: a complete internet outage at the regional or national level, power outages at the regional or national level, or any disasters or circumstances to which "Motmaina" is not a party and which prevent the provision of electronic services.

Service Prices
• Consultant Psychiatrist: 400
• Senior Specialist Psychiatrist: 300
• Specialist Psychiatrist: 250
• Psychotherapy: 300
• Social Worker: 200

Scope of Service
• Motmaina Center's health service via communication means provides consultations by a psychiatrist or a psychotherapy specialist through the app.
• All physicians in Motmaina Center's health service via communication means are physicians and health practitioners accredited by the Saudi Commission for Health Specialties.
• This service is available to those who have reached eighteen years of age. Those under eighteen can book appointments through their parents or guardians.
• There are limitations regarding the medical consultation provided in this service, and the physician from whom you receive the consultation may ask you to undergo a physical examination or clinical examinations requiring some tests, only if necessary.
• Medications can be prescribed and these prescriptions sent to the patient in an approved electronic form.
• You should not use this service in case of an emergency, or if you are aware of a health condition of yours that requires a physical examination.
• The consultation will be provided at the time agreed upon when booking the consultation between the Center and the patient, and after payment of the fees.
• Merely accessing this service and following the steps is considered the patient's consent to the terms and conditions related to the service, as follows:
  - Agreeing to the fees and the payment method. The fees will be paid in Saudi Riyals.
  - Agreeing to the scope of the service.
  - The patient's consent to provide the required information, whether verbally by phone, by electronic message, and/or via any electronic means.
  - Agreeing to the recording of the voice call or video call for safety purposes.
  - Agreeing that the patient's medical history be kept in the medical records at Motmaina Center.
• All information provided by the patient is fully subject to Motmaina Medical Center's confidentiality policy.
• Motmaina Center has the right to refrain from providing the medical consultation service by phone or internet for any reason.
• If the consultation is cancelled by the physician/psychotherapist for any reason, Motmaina Center's management will reschedule the consultation as soon as possible based on a time suitable for the patient and the physician/psychotherapist. If rescheduling the consultation is not possible, the amount paid by the patient for the consultation will be refunded in full.
• If the patient cancels the consultation before its scheduled time, the amount will be refunded in full, provided that the cancellation is made 24 hours before the scheduled consultation time.

Disclaimer
The patient releases Motmaina Center, the physicians, the medical staff, and others from liability for everything related to this service, and the visitor bears full responsibility for all the information they disclose while receiving the service and its accuracy.