Northwest Clinic Day Surgical LLC
Last updated: 24 August 2026
1. Who we are
Northwest Clinic Day Surgical LLC is a day surgical centre licensed by the Dubai Health Authority, at 935 Al Wasl Road, Jumeirah, Umm Suqeim 2, Dubai, United Arab Emirates.
This policy explains how we handle your information when you message us on our WhatsApp number +971 50 100 3015.
We follow UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection and the health data rules that apply to DHA-licensed facilities.
2. What this covers
This policy covers WhatsApp only. Information you give us at reception, by phone, by email or during a consultation is covered by the consent forms you sign as a patient.
WhatsApp itself is run by Meta. Your messages pass through Meta’s systems under their own privacy policy, which we don’t control.
3. Please don’t send these on WhatsApp
WhatsApp is for appointments and general questions. Please don’t send us:
- Test results, medical reports, scans or prescriptions
- Copies of your Emirates ID, passport or insurance card
- Card numbers, bank details or passwords
We will never ask you for card details, passwords or one-time codes on WhatsApp. If you get a message like that claiming to be us, don’t reply — call us on +971 4 384 2000.
For anything clinical, please speak to us by phone or in person.
4. What we collect
- Your mobile number and WhatsApp profile name
- The messages you send us, and our replies
- Date, time and delivery status of messages
- Your appointment details — doctor, date, time, confirmations and changes
- If you’re already a patient, your name and file number, so we can match you to your records
We don’t see your contacts, your other chats, or anything you send to anyone else.
5. Why we use it
- To book, confirm, change and remind you about appointments
- To answer your questions about our services, timings and doctors
- To send billing and insurance updates
- To check we’re messaging the right person
- To send health campaigns and offers — only if you’ve separately agreed to those
- To keep records the law requires us to keep
Some replies are automatic. You can ask for a person at any time by replying AGENT.
In an emergency call 998 or 999, or go to the nearest emergency department. Our WhatsApp is not monitored 24 hours a day, and it doesn’t give medical advice.
6. Stopping messages
Reply STOP to any message, or STOP PROMO to keep appointment messages but stop marketing. You can also block our number, call us, or tell reception.
We’ll action it within 7 days. We may still contact you by phone or email where it’s needed for your care. Reply START to opt back in.
7. Who we share it with
- Meta / WhatsApp — they carry the messages
- Our staff — reception, patient relations, billing and clinical staff, on a need-to-know basis
- Our IT and clinic system providers — under written contracts, only on our instructions
- Your insurer or TPA — only where needed for your claim, and only with the authorisation you gave at registration
- The Dubai Health Authority, including the NABIDH platform, as we are required to
- Courts, regulators or police — only where the law requires it
We don’t sell your information.
8. Where it’s kept, and for how long
Our patient records are held on systems inside the UAE. We are enabling UAE data storage for our WhatsApp service so that message content is held here rather than abroad. Message delivery still passes through Meta’s global systems, which is how WhatsApp works everywhere.
- WhatsApp conversations: 24 months from your last message
- Anything added to your medical record: as long as UAE health rules require
- Billing and insurance records: 7 years
- Consent and opt-out records: while you are our patient, plus 2 years
We use encryption, restricted staff access and multi-factor authentication. Please keep your own phone locked and tell us if your number changes.
9. Your rights
You can ask us to:
- Show you what we hold about you
- Correct anything wrong
- Delete it, where we are allowed to (we must keep medical records by law)
- Stop or limit how we use it
- Send it to you or another provider
- Withdraw your consent, or stop marketing, at any time
Contact us and we’ll respond within one month. We’ll need to confirm your identity first — not over WhatsApp, for your own protection.
10. Children
WhatsApp messaging with us is for people aged 18 and over. For a child or someone who cannot act for themselves, a parent, guardian or authorised representative should message us instead.
11. Changes
If we change this policy we will post the new version here with a new date.
12. Contact us
Privacy Contact — Northwest Clinic Day Surgical LLC
935 Al Wasl Road, Jumeirah, Umm Suqeim 2, Dubai, UAE
Email: [email protected]
Phone: +971 4 384 2000 or 800 NORTHWEST (800 67849378)
If you are not happy with our answer, you can complain to the UAE Data Office (u.ae) or the Dubai Health Authority (dha.gov.ae).