Privacy Policy

You may give us your name, email address, telephone number, preferred branch and appointment preferences when completing a website form or contacting our team. We also receive whatever you choose to include in your message. These details help us understand your request and get back to you. If you leave out information needed to arrange an appointment, our team may ask you for it.

When making an enquiry for someone else, please make sure you are authorised to provide their information. A parent or legal guardian should arrange enquiries for a child.

Our website systems may record basic technical details when you visit, including your internet address, browser, device type and the pages you open. These records help identify website errors, investigate unusual activity and keep the website working. If analytics tools are enabled, they may also help us understand which pages visitors find useful.

The information you provide allows our team to answer your questions, check appointment availability and put you in touch with the appropriate clinic. We may also use it to send appointment updates, follow up on a request, address feedback or resolve a concern you have raised. Technical information is used to maintain and protect the website.

Where permission is needed for a particular use, we will ask for it. In other circumstances, information may be handled where applicable law allows or requires it. An online appointment request is an initial enquiry. Your booking is confirmed only after the clinic team checks availability and contacts you.

A simple inquiry form should be sufficient for your contact information as well as a short description of the service you need. It would be best if you did not send us your entire medical history or any form of ID or prescription unless requested by our staff.

If your message contains information about your health, we will treat it as sensitive and use it to help respond to your enquiry or arrange the next step. Medical records created when you register, consult a doctor or receive treatment are handled by the clinic responsible for your care. Separate requirements apply to their confidentiality, access and retention.

In order for you to connect with the appropriate team, your inquiry will be forwarded either to the chosen branch of Lifeline or the particular clinic that provides the service you want. Only those who need to know about it should have access to it.

Providers supporting our website, hosting, IT systems or communications may also process information as part of their work for us. Their access should be limited to the task they carry out and covered by appropriate arrangements for confidentiality and security.

We may need to provide information to an authorised body where a legal requirement or valid official request applies. We do not sell personal information.

Our team may reply using the telephone number, email address or communication channel you provided. Messages may relate to your enquiry, appointment timing, booking changes or other matters connected with the service you requested.

If you use WhatsApp or another external messaging platform, that provider’s own privacy terms also apply. Check with the clinic before sending sensitive documents through a messaging service. Where required, we will ask for consent before sending promotional messages. You can tell us if you no longer wish to receive them. Appointment and care-related communication may still be necessary.

Cookies are little files that can be placed on your computer by the website. Our website uses cookies to facilitate functionality of pages, remember preferences, or track the usage of the website. If any optional cookies need your consent, then that option must be given to you before any cookies are turned on. You can choose options for cookies from our website or your browser settings. Blocking certain cookies may affect how forms or other website features work.

We use appropriate safeguards to reduce the risk of information being lost, misused or accessed without permission. Staff access should reflect their responsibilities, and service providers should handle information only within their authorised role.

Online communication carries some risk, even with safeguards in place. Please share only what is needed for your enquiry and follow the clinic’s instructions when providing medical documents.

Enquiry details are kept for the time needed to deal with your request and meet relevant recordkeeping requirements. The period may vary depending on whether your message leads to an appointment, requires follow-up or concerns an unresolved matter.

Patient records follow the retention requirements that apply to the clinic and the care provided. Closing an enquiry or withdrawing consent does not necessarily mean that all related records can immediately be removed. Information that is no longer needed and is not subject to a retention requirement should be securely deleted or made anonymous.

You can contact us to ask what personal information we hold about you or to request a correction if something is inaccurate. Depending on the law that applies, you may also be able to request deletion, limit certain uses or withdraw permission for processing that depends on your consent.

We will consider the request alongside any obligations to retain medical or other records. We may ask for proof of identity before releasing information or making changes, so that your details are not disclosed to someone else.

The parents and guardians can provide details regarding the child when making an appointment or booking services. We ask that you include just the necessary details in your first email through our website.

Information collected during the child’s care is handled under the confidentiality and recordkeeping requirements applicable to the treating clinic.

You may follow links from this website to individual clinic websites, social media platforms or other services. Their forms, cookies and information handling practices may differ from those described here. Review the privacy notice on the website you are using before submitting personal details.

In order to raise any query regarding this privacy policy or for a request in regard to your personal information, you may approach us via the enquiry form available at lifelineuae.ae. Your letter should start with “Privacy Enquiry.” If your request concerns a consultation, treatment or medical record, contact the branch where you received care.

For your privacy, include only a brief description of your request in the first message. Our team can explain what further information is needed and how to provide it.