1. Fees & Payment
1.1       Our fees are not aligned with medical aid rates and are reviewed annually. You may request an estimate before treatment.
1.2       We charge a booking deposit fee to secure your appointment.
1.3       Balance payment is required immediately after each appointment, if the total invoice is more than the deposit amount.
1.4       If you are covered by medical aid, you must submit your claim yourself.
1.5       Medical aid pre-authorisation does not guarantee payment. You are responsible for checking your scheme’s benefits and ensuring payment.
1.6       If your medical scheme disputes or declines payment, you may lodge a complaint with the Council for Medical Schemes at complaints@medicalschemes.com.
1.7       Accounts unpaid for 7 days will be handed over for debt collection, leading to additional legal costs, which will be for your account. Non-payment may also affect your credit record.

2. Appointments
2.1       Booking Appointments
2.1.1    Booking an appointment with us is a valid and binding contract between practitioner, who will avail themselves for the consultation and supply medical services, and patient, who will make payment for this availability and any services rendered.
2.1.2    We charge a booking deposit fee to secure your appointment.
2.1.3    You bear the sole responsibility of booking an appointment at a time that you are available, through the booking software in use.
2.1.4    You also remain solely responsible for ensuring that you remember and remain available for your appointment.
2.1.5    We may send out reminders regarding your appointment as a courtesy to you. However, neither are obliged to do so nor is your reliance on same a valid defence in the event that you forget, reschedule, or cancel your appointment.
 
2.2       Rescheduling or Cancelling
2.2.1    You can manage your appointments via the online booking system in use.
2.2.2    Rescheduling or cancelling an appointment can be done up to 6 hours ahead of the appointment time, free of charge.
2.2.2.1 If you reschedule, your deposit will be carried over to the new appointment.
2.2.2.2 If you cancel, please email us, to refund your deposit.
 
2.3       Missed or Late Cancellations
2.3.1    If you do not cancel in time, as per the above, or miss an appointment, your deposit will be forfeited. It will be retained for the breach of contract for our lost opportunity costs. This applies regardless of the reason for missing the appointment.
 
2.4       Late Arrivals
2.4.1    If you arrive 15 minutes or more late, the practitioner may not be able to see you and your appointment and deposit will be forfeited as a missed appointment.
2.4.2    If the practitioner is able to see you, the appointment will end within the original appointment duration, which means that your treatment will be shorter. You will be charged for the full appointment.
2.4.3    This policy ensures that all patients receive fair and timely care.
 
3. Confidentiality & Communication
3.1       This document constitutes a contractual agreement by the practice to protect all personal information and hold it in confidence to the extent required by law. Please see the documents section on our website https://www.mmaddocksinc.co.za/policies/  for our privacy and data management policies:
– POPI Policy (Protection of Personal Information Act)
– PAIA Manual (Promotion of Access to Information Act)
– Retention, Archiving & Destruction Policy.
3.2       As an adult, or a consenting child over the age of 12 (twelve), your information provided to us will only be used in relation to your healthcare. None of your information will be shared without your informed and written consent.  All information collected is treated as confidential and if a family member requests your information, your written consent must be provided to that specified family member for the information to be disclosed.
3.3       Your details will be added to our practice mailing list which we use to keep you updated on practice updates, educational material, and marketing.
3.4       The following special cases exist where the law compels us to disclose your personal information and by agreeing to our services, you acknowledge this legal duty that we have to disclose:
3.4.1    To your medical scheme: a diagnostic code and details of the treatment and/or operation, so that the scheme can evaluate whether it falls within your benefits.
3.4.2    To the Compensation Commission or the Road Accident Fund: if you want to claim from them in cases of work-related illness or injury, or in the case of a motor-vehicle accident, all details they require of us.
3.4.3    To referring or other healthcare professionals involved in your care: information that is necessary and in your best interest will be shared with such healthcare professionals in terms of the National Health Act.
3.5       We keep and may use anonymised information (i.e.) without your name, identity number, or address, to track trends in healthcare and other services.
3.6       We may contact you for healthcare or administrative purposes via Phone call, SMS, email, and WhatsApp.
3.7       If you prefer not to receive certain types of communication, please notify us in writing.
 
4. Medical Records
4.1       We keep digital records, which may include photos, videos, and voice recording related to your treatment.
4.2       These will only be used for your medical care and will not be shared without your consent, except where legally required.
4.3       We make use of practice management software that uses AI (artificial intelligence) to assist with administrative takes, note summaries, etc.
 
5. Telehealth Consultations
5.1       Remote consultations (video calls, voice calls, emails, WhatsApp, and web-supported platforms) are available and are billed at standard consultation rates.
5.2       Medical aid schemes may or may not cover telehealth services. You are responsible for full payment thereof.
5.3       Practitioners may decline to consult via electronic communication and may request an in-person appointment instead.
 
6. Emergency & Unforeseen Delays
6.1       While we strive to see patients on time, emergencies take priority.
6.2       If there are delays due to emergency cases, we will do our best to notify you.
6.3       If you are unable to provide consent for treatment, during an emergency, it will be obtained from your next of kin/emergency contact or legal representative.
 
7. Liability
7.1       We will always provide you with the best care possible.
7.2       However, medical treatment outcomes are not always predictable, and we cannot guarantee specific results.
 
8. Patient Responsibilities
8.1       You must provide accurate personal and medical information.
8.2       You agree to follow the practitioner’s medical advice, including treatment plans and follow-ups. If you do not, the practice cannot be held responsible for negative health outcomes.

9. Respect for Staff
9.1       Verbal or written abuse, threats, or harassment towards medical or administrative staff will not be tolerated.
9.2       We reserve the right to refuse treatment to anyone behaving inappropriately.