Terms & Conditions

Terms and Conditions of Service

(To Be Agreed to by Patients / Parents / Guardians)

If you do not understand any of the clauses below, please speak to a staff member at the practice.

1. PRICING, FEES & PAYMENT

1.1. The practice applies a structured billing policy that reflects the training, experience, and services provided by its healthcare professionals.

1.2. Medical scheme coverage varies by provider and plan. Patients are responsible for confirming their benefits. If scheme rates differ from the practice’s rates, a co-payment or levy may be required and must be paid at the practice (via card or cash).

1.3. Practice fees cover consultations and standard consumables. Additional services (e.g., ECGs, point-of-care tests) may be billed separately.

1.4. Fees do not include hospital, anaesthetist, pathology, radiology, or other external provider charges. You must discuss these separately with the relevant provider.

1.5. Treatment costs may vary based on clinical necessity or emergency intervention. All necessary services, even if unplanned, will be charged.

1.6. Accounts must be settled at the time of the visit or within 5 business days of notification if submitted to a scheme.

1.7. By receiving services at this practice, you:

• Consent to us submitting your claim to your medical scheme, unless you request otherwise before leaving.

• Acknowledge that scheme submission is not a guarantee of payment.

• Confirm that your scheme membership is valid on the date of service.

1.8. Adult patients are personally liable for all charges, even when covered by another party’s medical scheme.

1.9. Unpaid accounts may incur a 2% monthly interest. After 20 working days' notice, unpaid debts may be handed over for legal collection, including additional fees.

1.10. Patients may contact the Council for Medical Schemes at complaints@medicalschemes.com or fax 086 673 2466 for unresolved scheme issues.

2. APPOINTMENTS & TIMELINESS

2.1. While the practice aims to keep to appointment times, delays may occur due to medical emergencies or extended consultations. Patients are asked to understand and accommodate such situations.

3. COMMUNICATION POLICY

3.1. The practice may or may not accept communication via email, SMS, or messaging platforms. Patients should contact the practice by telephone for all queries.

4. COMPLAINTS & FEEDBACK

4.1. The practice strives to handle all complaints promptly. A formal complaints policy and form are available at reception.

5. PRIVACY & CONFIDENTIALITY

5.1. The practice protects all patient information in accordance with legal and ethical standards.

5.2. Personal data is used only for your care, unless explicit consent is given for secondary use (e.g., research). A consent form is available for disclosure.

5.3. The law may require disclosure of specific information to:

• Medical schemes (e.g., diagnosis and treatment codes),

• Government agencies (e.g., Compensation Fund, Road Accident Fund),

• Referring healthcare professionals (when clinically necessary).

5.4. Some medical schemes provide all dependent information to the principal member. The practice is not responsible for disclosures resulting from this.

6. UNDERSTANDING HEALTHCARE LIMITATIONS

6.1. Patients acknowledge that healthcare outcomes cannot be guaranteed and depend on individual factors and compliance with care instructions.

6.2. Patients must follow medical advice and attend follow-up appointments. Non-compliance may negatively affect outcomes.

7. CHILDREN & CONSENT

7.1. Parents or legal guardians are responsible for the cost of a child’s healthcare, regardless of the child’s ability to consent under the Children’s Act.

8. EQUIPMENT, DEVICES & MEDICATIONS

8.1. Patients will be informed of substitutions. Only generic substitution is allowed by law.

8.2. Medicines and medical devices cannot be returned for refunds unless faulty. Any issues will be directed to the supplier.

9. PATIENT RESPONSIBILITIES

9.1. Patients must follow all practice rules and staff instructions.

9.2. Patients have the right to ask questions and are encouraged to do so.

9.3. Abuse or harassment of staff is prohibited. The practice may refuse treatment if this occurs and may refer patients elsewhere.

Billing Policy (Generic Practice)

1. Fees are determined by the qualifications, experience, and operational costs of the practice and are not standardized across practices due to competition laws.

2. A general price list of common fees is available on request at reception or by phone.

3. Fees are reviewed annually and changes are communicated via notices in the practice, email, website, or patient app.

4. Cost estimates will be provided where possible, but actual costs may vary based on clinical complexity and treatment variations.

5. External providers (e.g., hospitals, specialists, therapists) bill separately and independently from this practice.

6. The practice may contract with specific medical schemes or plans. Patients are advised to confirm such agreements annually.

7. Where no contract exists with a scheme, patients may be responsible for shortfalls or full costs. Disputes can be raised with the Council for Medical Schemes.

8. Some schemes require pre-authorisation. Approval does not guarantee full payment.

9. Unpaid accounts may incur interest and be referred for debt collection. Additional fees will apply.

10. Patients must update their contact details regularly to ensure effective communication.

11. The practice encourages patients to communicate early if facing financial difficulty.