Frequently Asked Questions
Is Pyramids Health Services licensed?
Yes. Pyramids is licensed by the Department of Health (Abu Dhabi) and complies with all regulatory requirements to operate as a Home Care company.
How long has Pyramids Health Services provided homecare for?
Since 2012. During this time, we have established excellent relationships with many hospitals and government departments including the Department of Health and DAMAN which helps us provide a streamlined homecare service.
How do I know if Pyramids clinicians are qualified?
Pyramids employs clinicians following rigorous screening, in depth interview and strict technical assessment. We then license them with the appropriate authorities.
How do I know that Pyramids provide good quality care?
Pyramids have the highest level of accreditation by Commission on Accreditation of Rehabilitation Facilities (CARF) and to ensure patient safety and the quality of our services Pyramids strictly follows international best standards practice for home care. Please visit our homepage to read our patient testimonials.
Who can use Pyramids services?
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How do I communicate suggestions or complaints?
Pyramids has a formal suggestion /complaints process. If you are not satisfied with our services you can communicate with us in many ways. Regardless of the communication method, Pyramids will conduct a prompt, comprehensive investigation and communicate feedback and resolution strategy as soon as possible.
- Communication methods:
- Call your allocated supervisor.
- Complete the complaint form provided to all patients on admission, seal it in the provided self-addressed envelope and hand it to your nurse or therapist.
- During office hours call 02 634 6431. Ask to speak to the nurse supervisor or coordinator or Operation Manager. Arabic speaking Pyramids employees are available to help you.
What clinical services does Pyramids offer?
Pyramids offer a wide range of clinical services including General Physician, skilled nursing, rehabilitation and therapy services and “unskilled” or “non-medical” care.
- Administering injections
- Skin care (pressure ulcers)
- Wound care
- Catheter care
- Stoma Diabetes management
- Oxygen
- Post-operative rehabilitation.
Pyramids rehabilitation services include: physiotherapy, occupational and speech language therapy. Additional services can include:
- Sleep therapy
- A Counselling
- Dietitian
What is "unskilled" nursing and who provides it?
Pyramids supply Home Health Aides who are often registered nurses in their own country but not licensed in the UAE, to provide “unskilled” or “non-medical” care. This care may be suitable for newborn, children or the elderly or individuals with disabilities wishing to maintain their independence and quality of life or those requiring support following hospital discharge. Examples of “unskilled” care include bathing, grooming, dressing, toileting, oral care, nutrition education and eating, meal preparation, assistance with walking, medication reminders, accompanying to appointments and home risk management to improve patients’ safety. Home Health Aides can work anywhere. Service timings range from a minimum of 8 hours to 24-hours a day. Home Health Aides are regularly supervised and evaluated to ensure the quality of their care.
Are Pyramids home care nurses the same as hospital nurses?
Yes. Pyramids registered nurses have the same qualifications and licenses as hospital nurses and are assessed for clinical competency and supervised and evaluated in the same way. The difference is that they provide care in the privacy and comfort of patients own homes, which is often more comfortable and convenient than a hospital. Examples of “unskilled” care include bathing, grooming, dressing, toileting, oral care, nutrition education and eating, meal preparation, assistance with walking, medication reminders, accompanying to appointments and home risk management to improve patients’ safety. Home Health Aides can work anywhere. Service timings range from a minimum of 8 hours to 24-hours a day. Home Health Aides are regularly supervised and evaluated to ensure the quality of their care.
Do I need a doctor's referral for homecare?
YES. If care is insurance funded Pyramids needs a referral to home care and a medical report from your treating physician services to get approval from your insurance company. NO If care is cash funded. Pyramids accepts cash for all services including nurses, Home Health Aides and therapists.
How soon can services start?
This depends on the case and how services are funded. For insured patients, care is generally started only after insurance approval. This normally takes 12 to 48 hours. For cash patients care can often be started immediately or within 12 hours of acceptance of quote and required payment.
How many hours do the nurse stay in my home?
For insured patients this depends on the insurance approval and the patient’s needs. For cash patients this is the patient’s choice — minimum 8 hours Patients can combine insurance and cash funded care to tailor care to their needs.
How many nurses will provide my care?
Nurses generally to work 12-hour shifts. 4 nurses are required to provide safe care for 24 hour/7 day services. This number as the number of required hours of care reduces.
Do nurses attend doctor's appointments?
Yes. This is part of Pyramids service.
Can nursing services continue during a trip outside Abu Dhabi?
Generally, yes but the final approval will depend on the care provided , the length of the stay and location and some notice is required for overnight stays. Accommodation and additional transport may be charged.
Will the service continue if the patient is admitted to hospital?
To ensure an appropriate handover of information nurses accompany the patient to hospital for admission. Based on the case a nurse or Home Health Aide may stay in the hospital but this is for companionship only because for liability reasons the hospital will not allow them to perform nursing duties.
Can your nurses escort patients traveling outside the country.
Yes. Pyramids nurses and Home Health Aide can escort patients going outside the UAE. Please contact us and we will guide you through the process.
What therapies do you provide in the home and how often does the therapist visit?
Pyramids therapy services include physiotherapy, occupational and speech language therapy. Additional services can include
- Sleep therapy
- Counselling
- Dietitian
Visits generally last 60 minutes For insured patient’s the visit frequency depends on the insurance approval and the patient’s needs. For cash patients the visit frequency is the patient’s choice, normally guided by the therapist. Patients can use a combination of insurance and cash funded visits.
Who pays for homecare service?
Some insurance plans have home health benefits e.g. Thiqa. Please contact us and Pyramid’s insurance experts will help you find out if your insurance policy provides homecare cover. For patients with homecare insurance benefits, their insurance will preauthorize most services prescribed and justified by their attending physician. If your insurance does not preauthorize the services you require Pyramids can provide a quotation for these services. Pyramids can provide care funded by a combination of insurance and cash.
Do I pay extra for transportation?
Our quotations include transport for our clinicians to and from the patient’s home. If the patient request care in any place other than their agreed residence additional transport costs may apply.
Who provides supplies and equipment?
For insured patient’s (depending on insurance approval) most medications, supplies and large equipment are provided by the insurer. Supplies or equipment not covered by the insurance company should be provided by the patient/family. Pyramids can help you source these. Pyramids provide basic supplies e.g. gloves and hand sanitizer.
Can we meet Pyramids healthcare team?
Definitely. Pyramids schedule supervisory visits to all homes at least once per month. If you want an additional meeting please communicate via your homecare clinician or call your allocated Supervisor, who is always available to answer your questions and address any concerns.
What does Pyramids expect from families relating to care?
Family emotional support is a very important part of patient care. When care is being provided by Pyramids family members can continue their daily routine e.g. work or traveling as their involvement in the physical or medical care process is generally limited to what they want to and can do. To improve patient safety Pyramids uses an electronic medical record to recorded patient’s information. access to a Wi-Fi connection if available in the house helps the nurse use this and communicate with her supervisor. If water and a place where the nurse can store her packed lunch can be provided this is very appreciated.
PHS aims to redefine and elevate the quality of specialized home care in the Middle East and Africa region and offer comprehensive services for all home care, rehabilitation or recuperative needs.
Homecare Services
USEFUL LINKS
Application #:OL47456-17/11/2024 Approval Date:11/14/2023
License No :K1NH9CQU-141123