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

 

General Questions

 

 

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, 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.
  • 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

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.  

We are pleased 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 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.

If you would like to make the medical test for driving license, we have an external clinic that is hired by Government affairs and HR to make the medical tests for new residents (iqama test), and they offer the tests (blood and vision) for driving license as well.  They come every Tuesday around noon time and sit in the radiology department at KH and accept walk in clients. They start with the iqama tests first then do the driving tests, you can come at 12:30 pm and expect some waiting time (depending on iqama test clients load). You will need to bring the following:  

  • Copy of Iqama
  • Copy of passport
  • Passport sized photo with white back ground. 
  • 200 SAR cash

     

    The results are then uploaded directly into Absher.

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.

 

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. 

Non-IMC patients: All KAUST Health patients now have an IMC unified medical record number. This number can be obtained when calling to book an appointment after June 1 or by visiting the clinic for your first appointment.

Existing IMC Patients: For patients who already have a previous medical record number with IMC, this will transfer to KAUST Health so you can use this number when scheduling appointments or accessing your medical records in KAUST Health. We have worked to ensure a smooth transition to minimize any inconvenience.

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 from KAUST Health securely transferred to their IMC medical file.

Records for care received at DSFH or DSFMC will stay in the DSFH record system and will not transfer to IMC. You can access these records through the fakeeh.care app.

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. 

Effective immediately, if you are requesting a medication refill for the first time with the IMC team, please schedule an appointment with our Family Medicine doctor. This allows us to review your medical history, assess your condition, and provide personalized care.

To book an appointment, Contact our call center at 940, and our representatives will assist you in scheduling an appointment with the Family Medicine doctor.

We understand this additional step may be inconvenient, but it ensures you receive the care you need. For future medication refills after your initial appointment, simply reach out to us using this email.

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 patient-relations@kaust.edu.sa