​​​​Frequently Asked Questions​

​​​​Sign-up / Activation​

Does every Cleveland Clinic Abu Dhabi patient automatically have access to our Health Portal?​

All patients over the age of 18 are eligible to voluntarily sign up for the Health Portal. We strongly encourage you to sign up through our Health Portal app to benefit from the full range of convenient features. 

 
You can set up your account by completing the online activation steps, or during your next appointment at the hospital. 

I’m not a Cleveland Clinic Abu Dhabi patient – can I still sign-up and use the Health Portal?

You can use the Health Portal as a guest user and access loads of useful English and Arabic content including Find a Doctor and our HealthByte blog, as well as book an appointment with a Cleveland Clinic Abu Dhabi caregiver.
Once you have booked an appointment, you will be able to register and set up your account and access all the features and functions of the app following your first appointment.

I want to sign up for the Health Portal, how do I set up my account?

Once you are a registered Cleveland Clinic Abu Dhabi patient, there are two convenient ways to set up your personal Health Portal account once you have downloaded the app.
  1. Self Sign-up
    If you don’t have your activation code, you can still sign up by requesting your code online.
    • Tap ‘register’ followed by the ‘sign-up online’ button, and complete the sign-up form.
    • Your information will then be verified and your one-time activation code will be emailed to your chosen email.
    • Once you receive your activation code, you can complete your account activation using the steps above.
  2. With an activation code
    • During your next visit, ask your patient service representative to generate your one-time Health Portal activation code. Alternatively call our Contact Center who will be able to provide your code.
    • Open the app and tap on the ‘register’ button where you will be asked to enter your activation code and provide your personal details.
    3. Please​ note all information you provide is strictly confidential and processed securely through the Health Portal.​​

Do I have to pay for the Health Portal app?

No, the Health Portal app is complimentary for our patients and guests, and is available for free download from the App Store and Google Play Store.

Is it possible to set up an account for a family member and access their details?

Yes, you can set up and access a Health Portal account for family and friends through the proxy access feature. You must be over 18 years of age and have permission from the patient agreeing to allow access to their account.
You will need to submit an online / hard copy proxy access form with authorization from the family member / friend. This will be reviewed by Cleveland Clinic Abu Dhabi, and access should be granted within 2 working days.

​Appointments

Can I book an appointment using the app?

Yes, the app’s self-schedule function allows patients with a Health Portal account to book an appointment with their doctor at a convenient time and date. Guest users are able to book or request an appointment after answering a few short questions.

Can I view my appointment on the app?

Yes, you will be able to access your confirmed appointment details and add to your calendar. You will also be able to cancel your appointment up to 2 hours before your scheduled time – you will need to call our Contact Center on  800 8 2223 to reschedule for a more convenient time.

 
Should you need to cancel within 2 hours of your appointment, please call our Contact Center.
 

Can I complete any details ahead of my appointment using the app?

The eCheck-in feature on the app allows you to review and update your personal details, insurance information and complete a short general questionnaire ahead of your scheduled appointment.

​Notifications

How will I receive communications and notifications from the Health Portal?

When you set up your personal account you will state your preferred email address for communication, all your Health Portal notifications will be sent to this email.

When I open my email notifications, I only see a ‘do not reply’ automated message, how can I view the full details?

Cleveland Clinic Abu Dhabi adheres to the strictest confidentiality and communication security policies to protect our patients’ privacy. Email notifications do not contain any confidential information, and you will need to log-in to your Health Portal account to view the full message details.

​Medical Records

Why can’t I see my full medical records in my Health Summary?

Your Health Summary displays the record of health issues and diagnoses for which you are actively being treated, and does not include short-term diagnoses and treatments.
 
If you have any questions or concerns regarding the health issues listed, please contact your physician using the message feature, or discuss these during your next appointment.

Can I request my medical records via the Health Portal?

Yes, you can request your medical records using the online Health Portal to be available within 24 hours. Please note that this feature is not currently available on the Health Portal App. ​
 

​Medication

Why doesn’t all my medication show in my Medication List?

Your Medication List only displays the medication you are taking at present as prescribed by Cleveland Clinic Abu Dhabi. 
 
Discontinued medication and prescriptions written by non-Cleveland Clinic Abu Dhabi physicians will not appear (unless documented by your Cleveland Clinic Abu Dhabi caregiver in your electronic medical record).

Can I refill my prescription using the app?

Providing you have an active prescription which has been prescribed by your Cleveland Clinic Abu Dhabi doctor, you will be able to request a renewal or refill using the app. 
 
If your refill is in progress, or the number of refills has reached its limit, you will need to make an appointment with your caregiver. If urgent call our Contact Center on 800 8 2223.

​Message Doctor Feature

How does the Message Doctor feature work?

Once you have had your first appointment with your doctor, you are able to message them directly using the Message Doctor feature. You will only be able to contact caregivers you have had appointments scheduled with in the last 15 months.
 
If you have any concerns prior to your first appointment, our Contact Center team will be happy to assist you.​

​Test Results

Can I view my test results on the app?

A number of test results are made accessible in the Test Results section of your Health Portal account as soon as they are available. You can message your caregiver directly using the Message Doctor feature to discuss your results ahead of any follow up appointments.

I can’t see my test results – why?

Depending on the type of test, it may take several days or even weeks for your test results to be ready and to display in the Test Results section of your app account. You can message your caregiver directly on the Message Doctor feature, or call the Contact Center on 800 8 2223 for assistance.

Can I view radiology images (e.g. X-rays , CT scans) on the app?

You will be able to view the text report of your radiology test results with the Test Results section of your app account. However, you will need to call the Contact Center on 800 8 2223 (select Option 2), or visit the medical records section to obtain copies of your radiology images.​

 App Support

 Our Contact Center is here to help you.

 800 8 2223

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