Terms and Details of Enquiring About Bidaya Center Services

Why have terms for simply asking?

It may seem odd to set rules for a question. But asking about healthcare is not like asking about a product: you are sharing sensitive information about someone you care about and may base a decision on our answer. So you should know in advance what we do with your information, what our reply can and cannot offer, and when an arrangement becomes binding. These are not restrictions on you; they are commitments we make to you.

1. Enquiries are free and non-binding

Sending an enquiry costs nothing and does not oblige you to book. You can ask about a service, receive a proposal and a quote, and decide not to go ahead without giving a reason. You can also ask today and come back weeks later; just note that proposed slots and quotes may change over time, so we reconfirm them when you return.

2. An enquiry is not a medical consultation

Our reply aims to identify and arrange the right home service, not to diagnose an illness or prescribe medication. We may explain in general terms what physiotherapy involves for a condition, or why we suggest a nursing visit, but we do not diagnose by message. The real assessment happens at the visit, when the physiotherapist or nurse sees the patient in person. If the case needs a doctor's opinion, we will point you there.

3. Emergencies are outside the enquiry process

Messages are not the right tool for emergencies, because any delay in reply could be dangerous. If the patient has life-threatening symptoms, do not send an enquiry or wait for a response; call 112 or go to the nearest hospital. If a message describing emergency symptoms reaches us, our first reply will direct you to emergency care, not arrange a visit.

4. Privacy of information and reports

Medical reports, scan images and wound photos are sensitive health information, and we treat them that way:

• Information is used for one purpose: understanding the case and arranging the right service.
• It is seen by those in the care team who need it to deliver the service, such as the physiotherapist or nurse who will visit.
• We do not share patient information with anyone outside the care team without your consent, unless the law requires it.
• We never use patient photos or stories in marketing.

Details of how long chats and attachments are retained after care ends can be explained on request. If something is particularly sensitive, you can mention it on a call instead of writing it down.

5. What we ask for, and why

We ask for the minimum needed to arrange safe care:

We do not ask for personal documents such as a Civil ID or bank details at enquiry stage. If anyone asks you for these in our name from a number other than our known one, contact us on 98938009 to check.

6. Consent when you enquire for someone else

Enquiries from sons, daughters and relatives are welcome and are the majority. We still hold that an adult patient able to make decisions is the one who decides about their care. We may ask whether the patient knows about and agrees to the enquiry, and at the first visit the patient is asked for permission before any assessment. If the patient cannot decide because of their condition, for example advanced dementia, we work with the person responsible for their care. For children, contact and consent come from a parent or guardian, who, or an adult they authorise, must be present during sessions.

7. Proposals and quotes

Once we understand the case, we send a written proposal: the suggested service and why, a proposed slot, and a quote. The quote is based on what you told us: condition, visit length, number of visits, area and any package. If the first visit shows the situation is substantially different from what was described, such as needing much more time or an additional service, we explain before any change in cost and never change it without your agreement. The price factors are explained in our home physiotherapy price terms and home nursing price terms.

8. When is an appointment confirmed?

An enquiry does not book a slot, and neither does a proposal. The appointment is confirmed only when you explicitly accept the slot and quote and we send a confirmation. This protects you from assuming everything is settled while it is still being arranged, and protects clinicians' time from being held for visits nobody approved. Postponement and cancellation arrangements after confirmation are explained at booking.

9. We may decline or redirect

You should know that we may decline a request or suggest an alternative in specific cases: the patient is not medically stable enough for a safe home session; the case needs equipment that cannot be provided at home; the request is outside our services, such as live-in help with housework; or a suitable clinician is not available at the time needed. In each case we explain why and suggest what we think is the best next step, even if it is outside Bidaya.

10. Communication and follow-up

• It helps to name one family member to coordinate, so appointments and information do not conflict.
• If the patient's condition changes after the enquiry and before the visit, tell us; the proposal may change.
• If you decide not to go ahead, a one-word message lets us release the proposed slot for someone else.
• We commit to replying respectfully and clearly, and not sending repeated marketing messages you did not ask for.

Guidance on sending photos

Photos help a lot, within limits. Report photos should be clear and readable. Wound photos should be close-ups of the wound itself, without the face or unrelated areas. Please do not send photos of private areas unless the team asks for a specific reason; it may be better to leave that for the visit. Avoid photos that include other people in the home.

Three cases showing how these terms apply

A family that changed its mind. A family in Qurain asked about physiotherapy for their father after a pelvic fracture and received a proposal and quote. Two days later the doctor moved him to an inpatient rehabilitation centre for a while. The family told us in one line, we released the slot, and nothing was owed. When he came home weeks later, we picked up again with a new proposal suited to his changed condition.

A message describing worrying symptoms. A family wrote about a diabetic mother with severe dizziness, sweating and confusion for the past hour, asking for a nurse to check her sugar. Our first reply was that these symptoms need urgent assessment and to call emergency services; once she was stable, we followed up to arrange home monitoring.

A son asking for a hesitant father. A son asked about sessions for his father after a mild stroke and mentioned that his father dislikes strangers at home. We agreed the first visit would be an introduction and gentle assessment with the son present, and the father would decide afterwards. He agreed at the end of the visit, because the decision stayed his.

What we commit to at enquiry stage

• Reading your whole message before replying, not sending a canned answer.
• Explaining why we suggest a service, not just naming it.
• Saying "we don't know yet" when the answer needs an assessment, rather than guessing.
• Stating the full quote before confirmation, with no surprise items later.
• Directing you to a doctor or emergency care whenever that is right, even if it means no booking.

Summary

Next steps

If the rules are clear, the next step is simple: send the condition, area and preferred time on WhatsApp. For help writing the enquiry, read how to enquire about Bidaya services; for what we offer, see the Bidaya services guide; for frequent questions, see the enquiry FAQ. Contact details are on the contact page, and the site-wide privacy policy covers general data use.

Frequently asked questions

This content is general health information from the Bidaya Center team and does not replace an individual medical diagnosis or consultation.