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Frequently Asked Questions (FAQ) Change of medical service provider at KAUST Health from DSFH to IMC


General Questions


I use KAUST Health for my family's healthcare needs, how will this change impact me?

The healthcare provision at KAUST Health will continue to operate as normal with minimal impact to community members, but we hope there will be several enhancements to the services and experience for all. Community members using the clinic will notice some changes;  

  • new clinic staff including medical personnel 

  • new IT systems and administrative processes – all patients with medical records at KAUST Health will be contacted prior to any changes applied to them. More information will be provided around this process 

  • patient portal and mobile applications including appointment booking systems will change 

  • additional services and resources will be made available in KAUST Health including specialty consultants and additional dental capacity 


The contract with DSFH runs until May 31st, 2023. The new contract with IMC begins from June 1st, 2023. The administrative team at KAUST Health are now working with IMC and DSFH to oversee the transition and mobilization plan to ensure a smooth handover of service provision. 


The KAUST Health clinic will be closed for patients from May 30th through June 1st whilst the actual transition takes place, to allow the DSFH team to depart and for the IMC team to onboard in readiness to serve the KAUST community. During this time, emergency services will remain constantly available. 

After partnering with DSFH for the past ten years, since 2013, it is good practice to review the marketplace for new providers, innovative services, exceptional patient care, first class experience and to ensure the best value for money for KAUST. 

Therefore, a full tender process was conducted and several of the best qualified providers in KSA were invited to participate. Based against a set of clear requirements, the bidders proposals were evaluated both technically and commercially with the outcome of this process identifying the successful bidder. 



Questions about IMC


Will there be a patient liaison at IMC?

Yes, we will have patient liaison officers at both IMC and First Clinic to assist KAUST patients. The contact information and services will be available on our website. 


There will no longer be dedicated KAUST patient liaisons at DSFH or at DSFMC from June 1st, but the patient experience offices located there will be able to assist with any queries.

Yes, KAUST community members can visit any medical facility they wish and if they have insurance, can utilize this to access a large range of providers and services.  
Yes, Bupa and other medical insurance providers will be accepted as normal.

As well as their first-class main hospital facility, IMC have a second facility called First Clinic. In addition, they are currently building a new state-of-the-art facility in Obhur which is due to open in late 2024 and will provide high end facilities closer to KAUST. 


This change enables KAUST Health to efficiently manage its resources, prioritizing enhanced access to services and patient experience at the clinic in KAUST, but also in accessing services in Jeddah.  Many enhancements will commence from June to August, and from September 1, we expect all new elements to be available. 

Some of the key benefits include:

  • A single patient record across KAUST Health and IMC facilities in Jeddah so both patients and clinicians can access all medical notes through one system.
  • Extended call center opening times, Saturday – Thursday, 8:00 a.m. to 10:00 p.m. for all medical appointments in KAUST Health and referrals in Jeddah.
  • Enhanced digital access to records and bookings through the IMC mobile application.
  • Increased availability of high-demand existing services, a return of specialty consultant services (based on demand) and new services at both KAUST Health and the Family and Child Support Center. 
  • The medical buses timetable will be updated to cover any new locations and minimize travel times for individuals
International Medical Center or IMC is a large hospital in Jeddah, Saudi Arabia, and was built in 2005. The CEO of the Center is Dr. Walid Fitaihi. The IMC is a multi-disciplinary hospital that features specialty centers providing a wide range of comprehensive treatment options for different health problems.


Questions about KAUST Health


Will there be enhancements to the services offered at the Family and Child Support Center?

Yes, we will be adding the following services to be available at the Family and Child Support Center:

  • Occupational Therapy
  • Speech and Language Therapy
  • Clinical Psychology

IMC has an existing app, My IMC, and you will be able to access your records, book and cancel appointments and see your lab results from there. 

Download from the app store here.

Download from Google play here

No, there will be no need to open another file, as long as your file with IMC is still active. 
The administration and no-show fees are part of the KAUST Health strategy to drive overall efficiency and utilization of services. These fees are constantly under review and any changes will be shared with the community.  
No, emergency services will be maintained throughout the transition period. 
Until June 1st, for bookings at KAUST Health for June 4-8, you can contact patient relations at 808-4119. From June 1st  all bookings can be made through the IMC application or by calling our call center at 940 from a KAUST landline or 012-808-0940 from your mobile. Bookings for IMC and First Clinic can be made through the IMC app or by calling 920027778. 

We are please to announce the return of higher demand specialty services and new services in KAUST Health including:

  • ENT
  • Dermatology
  • Cardiology
  • Orthopedics
  • Nutritionist/Dietician
  • Optometrist

We will also see increased availability of our existing services in:

  • General Dentistry
  • Pediatric Dentistry
  • Oral Hygienist
  • Physiotherapy
  • Chiropractor
  • Psychiatry


No, health coverage provided by KAUST will remain in place and will continue to have the same levels of coverage. 
There will be a significant change in clinical personnel from June 1. All of the new clinicians have been recruited to high qualification and experience standards, ensuring the best quality provision for patients. 
There is no change to these services. They are operated by a separate provider currently and this will continue beyond June 1st, every Tuesday between the hours of 11 a.m. and 1 p.m.

Yes, all current serviced facilities will continue and an additional stop at the IMC First Clinic will also be added in addition to the IMC main hospital facility. 

 In addition, to improve the experience for the KAUST community, timetables have been adjusted to shorten travel times. 

Please click here for the current Medical bus timings.

There are currently no plans to change the core operating hours of KAUST Health, 8 a.m. - 5 p.m. Sunday to Thursday. During the mobilization phase, a review of late evening and weekend opening will be undertaken. Any additional hours will be announced to our community.


Questions about Continuity of Care


Will the health promotions like smoking cessation and Skin cancer screening still run?
We are currently running some of our health promotions and we will be re-launching some existing ones, and adding new promotions in the coming months. Please visit our website for more information and updates on new programs.

Yes, you will receive a new medical record number. However, you will have one medical record number for all IMC facilities, whether that be in KAUST Health, IMC main hospital or any other IMC owned clinics. This will make ease of access and record keeping much simpler and efficient. 


The medical records and appointment booking system will transition from DSFH to IMC.  Each individual who has a medical file at KAUST Health will have their records securely transferred from DSFH to IMC. Anyone with an existing IMC medical record number will retain that number. For anyone without an IMC medical record number, IMC will generate a new medical record number for each individual that will be linked to your existing DSFH number for ease of access.

Patients always have a choice and KAUST Health and IMC will look to facilitate the patient choice in these circumstances. 
Each patient will be given a choice to continue their care with DSFH (in Jeddah and/or remotely) or to transfer to IMC. Continuation of care in some cases can be important so it may be necessary to discuss your best options with your current medical care provider. 
As with any change in medical provider you may be recalled to have a review of your case and medication but you will still be able to get your medication refilled at KAUST Health. 
Yes. The Fakeeh Vision store and service is a separate company to the DSFH hospital services and is managed by the KAUST retail team. There is no impact to this service. 

Yes. Whilst the team will not be present in KAUST Health after May 31st, any community member wishing to continue seeing a specific clinician can do so in a DSFH facility in Jeddah as normal. This can be done utilizing their medical insurance card or by booking directly with DSFH/DSFMC. 

 If any community member requires information on locations where a specific clinician works in Jeddah, please contact the DSFH team directly. 




If you have any questions that have not been answered here, please direct them to