​​​​Frequently Asked Questions​

​​​​Sign-up/ Activation​​​

I’m not a Cleveland Clinic Abu Dhabi patient – can I still sign-up and use the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?​​

Yes, you can register yourself, even if you are not a patient at Cleveland Clinic Abu Dhabi. To register, you will need your Emirates ID. Once registered, you will be able to access all of the features, including book an appointment, message your doctor, and more. 

You can also use Cleveland Clinic Abu Dhabi Patient Portal as a guest user and gain access to lots of useful English and Arabic content, including our HealthByte blogs. Guest access also allows you to Find a Doctor and book an appointment with a Cleveland Clinic Abu Dhabi caregiver. 

Does every Cleveland Clinic Abu Dhabi patient automatically have access to the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App? 

All patients over the age of 18 are eligible to sign-up for the Patient Portal on the website & Mobile App. This is voluntary, but we encourage you to sign-up so you have access to the full range of helpful and convenient features. 
To set-up your account, complete the online activation steps or call our Contact Center who can assist you. Alternatively, speak to a member of our patient service representative team during your next visit.​

How do I set up my Cleveland Clinic Abu Dhabi Patient Portal & Mobile App account?

Once you are registered as a patient, download the Cleveland Clinic Abu Dhabi Mobile App, or use our website to access the Patient Portal. There are then two convenient ways you can set-up your personal account:

  1. Self sign-up
    If you don’t have your activation code, you can still sign up by requesting your code online.

    • Open the Cleveland Clinic Abu Dhabi Patient Portal on our website or Mobile App and tap ‘Register’, followed by the ‘Sign-up online’ button.
    • Complete the sign-up form and submit. Your information will then be verified and a one-time activation code will be emailed to your chosen email address. 
    • Once you have received the code, tap on the ‘Register’ button where you will be asked to enter your activation code and provide your personal details.
  2. With an activation code
    • During your next visit, ask your patient service representative to generate your one-time activation code. Alternatively call our Contact Center who will be able to provide you with a code.​
  3. Please​ note all information you provide is strictly confidential and processed securely through the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App.​​

​Do I have to pay for the Cleveland Clinic Abu Dhabi Mobile App?​

The Cleveland Clinic Abu Dhabi Mobile App is available to download for free from the App Store and Google Play.

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

Yes, you can set-up and access an account for family and friends through the proxy access feature. You must be over 18 years of age and have permission from the patient whose account you are accessing.​

You will need to submit an online or hard copy proxy access form, with authorization from the family member/friend. This will then be reviewed by Cleveland Clinic Abu Dhabi, and access should be granted within 2 working days.

Can you send me my activation code? 

If you don't have an activation code, you can sign-up to the  Cleveland Clinic Abu Dhabi Patient Portal & Mobile App using self sign-up. On the homepage/homescreen, tap ‘Register’ followed by the ‘Sign-up online’ button. Complete the sign-up form and submit. Your information will then be verified and a one-time activation code will be emailed to your chosen email. Once received, you can complete your account activation using the steps above. Alternatively, call our Contact Center who will be able to provide you with an activation code, or ask your patient service representative during your next visit. 

I have not received the verification code to my mobile number/email – how can I get it?

If you have requested your code via email and have not received it, try requesting it to go to your mobile number instead. If you requested it to your mobile, and have not received an SMS, try requesting it to your email. Please also check your junk email to see if the code has been sent there. If it is still not received, call our Contact Center to check that your mobile and email are registered correctly. 

Am I able to create an account for my children? 

Patients below 18 years of age cannot have direct access to the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App. A parent or guardian can log in to their own account and request authorization for proxy access. To do this, click on 'Request family proxy access (child/adult)' on the homepage/homescreen and fill out the form. If you do not receive proxy access within 2 working days, please call our Contact Center.​

I have forgotten my password - what should I do?

Please use the 'Forgot Password' feature or call our Contact Center team who can help you to reset your password.

I have forgotten my username - what should I do?

Please use the 'Forgot Username' feature or call our Contact Center team who can help you to retrieve your username.​

My account is locked, what should I do?​

Please call our Contact Center team who can help you to unlock (activate) your account. ​

My username/password is not working and I am getting an error message. What should I do?

Click on the 'eye' icon next to the password field (this will let you see what you are typing), to make sure you have typed the correct password. Alternatively, reset your password by clicking on 'forgot password' or call our Contact Center to check you are using the correct username. ​

I am international patient and I am having difficulty with my Cleveland Clinic Abu Dhabi Patient Portal account. Who should I contact?

As an International patient, you will have been assigned a care partner from our Cleveland Clinic Abu Dhabi GPS team. Please reach out to them and they will help to resolve your issue.​

How do I update my personal information (name, date of birth, insurance details etc.)?  ​

To update your email, mobile number or address, go to your account profile and click on 'Update personal information'. Alternatively, call our Contact Center or tell a patient service representative of any changes to your personal information during your next visit.​​

Appointments

Can I book an appointment using the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?

Yes, the self-schedule function allows patients with a Cleveland Clinic Abu Dhabi Patient Portal & Mobile App account to book an appointment with their doctor at a convenient time and date. Guest users are also able to book or request an appointment after answering a few short questions. Please note, for certain doctors, you may need to call our Contact Center to schedule an appointment.​

Can I view my appointment on the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?

Yes, you will be able to view your upcoming and past appointment details and add your upcoming appointment 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 to reschedule to a more convenient time.

Why can't I see some/any of my previous appointments?

Please call our Contact Center who will be able to help you. 

Can I reschedule my appointment via the Cleveland Clinic Abu Dhabi Mobile App?

You will be able to reschedule some appointments via the Cleveland Clinic Abu Dhabi Mobile App. Go to 'Your appointments' and select the appointment that you would like to reschedule. Click on 'Reschedule or cancel'. If you want to reschedule, a list of alternative time and date options will show up. Select your preference and click 'Schedule'. 
Please note, some appointments can only be rescheduled by calling our Contact Center.   

Can I cancel my appointment via the Cleveland Clinic Abu Dhabi Mobile App?

Yes. On the appointment screen, select the appointment you would like to cancel. Click on 'Reschedule or cancel' and select cancel. Choose the reason for cancelation, then click 'Cancel appointment' at the top of the screen.  

Can I be notified if an earlier appointment becomes available? 

Yes, you can add yourself to a waitlist. If any earlier appointments become available, a notification will be sent to you. To add yourself to the waitlist, go to 'Your appointments' and select the appointment. Then click on 'Get on waitlist'. 

Can I complete any details ahead of my appointment using the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?

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

How do I get ready for my virtual visit (video call) appointment?

On the homescreen, click on 'Appointments', then 'Digital patient visit appointment'. Next to the appointment details, click 'Check-in' to begin. You will be asked to verify personal information, allergies and medication. Click on 'This information is correct' to verify. Next you will be asked to review and sign an informed consent form. Click on ‘Draw and sign’ then submit. Please note, if any payment is due, an eCheck-in feature allows you to pay using your credit card. Once you have completed the eCheck-in, you can test if your device can be used for the video call by clicking on 'Video test' on the appointment details screen.
This can be done up to 30 minutes before your appointment. To start the video call, click 'begin visit'. ​

I am unable to start the video call after completing eCheck in - what should I do? ​

Make sure microphone and camera access is turned on for the Cleveland Clinic Abu Dhabi Mobile App. To do this, go into your phone's settings, search your app list and find 'Cleveland Clinic Abu Dhabi Mobile App', then allow access to the microphone and camera. 

I have already paid for my virtual visit, why is the Cleveland Clinic Abu Dhabi Mobile App asking me to pay again?​

If you made a payment outside of the Cleveland Clinic Abu Dhabi Mobile App (through a payment link or a money transfer), and you are still being asked for payment, please call our Contact Center who can resolve the issue.  

When I click on check-in, why do I keep being taken back to the main page?

Try logging out of the Cleveland Clinic Abu Dhabi Mobile App and closing it completely. Then relaunch and log-in again. If the problem persists, please call our Contact Center. 

The picture/sound is not working on my virtual visit - what can I do? 

Check that you have a good Wi-Fi or network connection. If you are using Wi-Fi, try switching to your network data, or vice versa.  

I have completed eCheck-in, where can I find the 'begin visit' option?

Check that your appointment is scheduled as a virtual visit. To do this, go to your appointments and select the appointment you wish to begin. To view the appointment details, look at the top of the screen where it should be listed as 'Digital'. If it does not say digital, please call our Contact Center.  

I have signed the informed consent, why can't I continue to the next step?  

Once you have completed the informed consent form, click 'Review and sign'. You need to make sure that you have signed underneath 'patient signature', that you have clicked on the box (draw and sign), and then clicked on the 'check' icon, to be able to save the signature and continue to the next page to submit the information. 

Why do I need to sign a consent form? ​

The informed consent form is required for insurance purposes. ​

Why I cannot see additional options to reschedule my appointment in the Patient portal?​

As an international patient, we will coordinate through your healthcare partner to schedule your appointment on the same day. Please contact your care partner at Cleveland Clinic Abu Dhabi to help you book your appointments.​ 

I got an SMS/email saying 'Fast Pass Offer'. What is this? 

If you have previously put yourself on waitlist and requested to be notified if an earlier appointment becomes available, and you meet the criteria, then a 'Fast Pass Offer' is a notification that an earlier appointment has become available. 

How do I meet criteria for a Fast Pass Offer?

You must have previously put yourself on the waitlist. To do this, connect to your Patient Portal account via the Cleveland Clinic Abu Dhabi mobile app or website, go to 'Your appointments' and select the appointment. Then click on 'Get on waitlist'. You will be notified via a Fast Past Offer (email or SMS) if your doctor can offer an earlier appointment. 

I received a Fast Pass Offer vie email/SMS but now it is says it is expired. Why?

Fast Pass Offers will go to multiple patients at same time, who have all put themselves on a waitlist for the same doctor. If another patient accepts before you do, then the offer will expire. ​

I am an international patient and I have a virtual visit at Cleveland Clinic Abu Dhabi. How can I get support in preparation of the visit?

For international patients, a partner is assigned from the healthcare team at Cleveland Clinic Abu Dhabi. Please contact your care partner to help you resolve your issue.​

Why I cannot see additional options to reschedule my appointment in the Patient portal?

For international patients, a partner is assigned from the healthcare team at Cleveland Clinic Abu Dhabi. Please contact your care partner to help you resolve your issue.​

Notifications

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 Cleveland Clinic Abu Dhabi Patient Portal account to view the full message details.

How will I receive communications and notifications from the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?

When you set up your personal account, you will be asked to state your preferred email address for communication. All your Cleveland Clinic Abu Dhabi Patient Portal & Mobile App notifications will be sent to this email.​

Medical Records

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

Your Patient Summary displays the record of patient 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 Patient issues listed, please contact your doctor using the message feature, or discuss these during your next appointment.

Can I see a list of immunizations given to me at Cleveland Clinic Abu Dhabi?

Yes, click the ‘Patient Summary’ tab, then select 'Immunization' and your list will be displayed.

Is it possible to give access to a family member so they can view my record?

Yes, your family and friends can access your Cleveland Clinic Abu Dhabi Patient Portal & Mobile App account through the proxy access feature. To share access with them, click on 'Friends and family access' on the homepage/homescreen. Then click on 'Invite' and complete the required information and indicate the type of access you would like to give them. Agree to the terms and conditions and then send the invite. Your selected family member or friend will then need to accept the invite. 

Can I access a family member's record?

Yes. If the patient is older than 18 years, they can invite you to access their records. Once the invitation email is sent to you, follow the steps to gain access. 
Patients below 18 years cannot have direct access to the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App. A parent or guardian can log in to their own account to request an authorization for proxy access. To do so, click on 'Request family proxy access (child/adult)' on the homepage and fill out the form. If you do not receive proxy access within 2 working days, please call our contact center

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

Your Patient Summary displays the record of patient 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 Patient issues listed, please contact your doctor using the message feature, or discuss these during your next appointment.

Can I request my medical records via the Cleveland Clinic Abu Dhabi Patient Portal?

You can request your medical records using the Cleveland Clinic Abu Dhabi Patient Portal. They will be available within 24 hours. Please note that this feature is not currently available on the Cleveland Clinic Abu Dhabi Mobile App.  

How do I review a medical report that has been requested?

To review a medical report that has been requested, log in and go to the document center on the homescreen. Select 'Requested records' and a list of documents will open on a website, which you can view and print. Alternatively, you can access the Cleveland Clinic Abu Dhabi Patient Portal online and view and print the reports. Please visit Patientportal.clevelandclinicabudhabi.ae/Patientportal/Authentication/Login?

How do I request a medical report? 


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 doctors will not appear (unless documented by your Cleveland Clinic Abu Dhabi caregiver in your electronic medical record).

Who can I contact if I have questions about the medication?

If you have any questions about your medication, contact the medical provider who prescribed it for you.   ​

Can I ask for my medication to be delivered? 

Yes. On your next visit, mention that you would like to have your medication delivered. The Cleveland Clinic Abu Dhabi Patient Portal & Mobile App allow you to select the delivery option when you ask for medication refill. Pease note, there may be some charges associated with the delivery of medications.

How long does it take to have medication delivered? 

Delivery of medication is usually within 3 business days. If it has not been delivered within this time, please call our Contact Center to follow up. 

Can someone else pick-up my medications on my behalf? 

Yes. If it is a controlled medication, then they will need to present their Emirates ID. ​

Can I request a refill of my medications?

Yes. If you have an active prescription which has been prescribed by a Cleveland Clinic Abu Dhabi doctor, you will be able to request a refill using the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App. 
 
If your refill is in progress, or the number of refills has reached its limit, you might need to make an appointment to see your doctor. You can message your medical provider via the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App or, if urgent, call our Contact Center. 

Message Doctor Feature

How does the Message Doctor feature work?

Once you have had your first appointment with your doctor, you will be 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. 

How do I send my medical reports to my doctor? ​

Go to the Message icon and click on 'Send a message'. Choose 'select medical question', then 'Non-urgent medical question'. Select the doctor you want to send the report to, complete the requested information and then and attach the report.

Why can't I attach a file/upload a document?

Check the size of the file you are trying to upload - there is a limit of 2MB. 

Why can't I message my doctor? 

You can send a message to your doctor if you have attended an appointment with them within the last 15 months. ​

After Visit

Can I see my after-visit summary in the Cleveland Clinic Abu Dhabi Patient Portal?

Yes, connect to the Cleveland Clinic Abu Dhabi Patient Portal account via the mobile app or website to view your after-visit summary. There is no need to request a printed copy. Once your appointment is complete, click on 'Past appointments' and select the visit you want to see the after-visit summary for. The electronic version will then be visible.​

Can I see my discharge summary for an admission to Cleveland Clinic Abu Dhabi within the Patient Portal? ​

Yes, connect to the Cleveland Clinic Abu Dhabi Patient Portal account via the mobile app or website, click on 'Past Admissions' and double click on the admission that you wish to view the discharge summary for. 
 

Test Results

Can I view my test results on the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?

A number of test results are available for you to view within the ‘Test Results’ section of your Cleveland Clinic Abu Dhabi Patient Portal & Mobile App account. You can message your doctor directly using the ‘Message Doctor’ feature to discuss your results ahead of any follow-up appointments.

Why can’t I see my lab/imaging results?​​

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 account. You can message your doctor directly using the Message Doctor feature or call the Contact Center for assistance.

I received an email/SMS that my test results are available - why can’t I see them? ​

Scroll down through your list of test results to see if you have any unread results, as older ones may appear first.​

Can I view radiology images (e.g. X-rays, CT scans) on the Cleveland Clinic Abu Dhabi Patient Portal & Mobile App?​

No, only radiology text reports are visible. For radiology images, please visit the Patient Information Management department on level P1.  

Can I print out my test results? ​

Most of your test results can be printed from the Cleveland Clinic Abu Dhabi Patient Portal website: Patientportal.clevelandclinicabudhabi.ae/Patientportal/Authentication/Login?
Please note, for imaging results, only the text report will be visible. For radiology images, please visit the Patient Information Management department on level P1.  

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