Terms & Conditions &
Billing Policy

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   Payment is required immediately after each consultation. If you are covered by medical aid, you must submit your claim yourself.

1.3  In some cases, we may submit claims directly to medical aid schemes. However:

1.3.1   This does not guarantee that your scheme will pay the full amount.

1.3.2    If your scheme only partially covers the cost, or rejects the claim, you remain responsible for settling the outstanding balance immediately.

1.4   Medical aid pre-authorisation does not guarantee payment. You are responsible for checking your scheme’s benefits and ensuring payment.

1.5   If your medical scheme disputes or declines payment, you may lodge a complaint with the Council for Medical Schemes at complaints@medicalschemes.com.

1.6   Accounts unpaid for 30 days will incur interest at 2% per month, in line with the National Credit Act, and:

1.6.1   If unpaid after 40 days, the account may be handed over for debt collection, leading to additional legal costs, which will be for your account.

1.6.2   Non-payment may also affect your credit record.

 

2. Appointments & Cancellations

2.1   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   You bear the sole responsibility of booking an appointment at a time that you are available.

2.1.3   You also remain solely responsible for ensuring that you remember and remain available for your appointment.

2.1.4   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   Rescheduling or cancelling an appointment is a breach of the contract made between patient and practitioner when the appointment is booked.

2.2.2   We require at least one full business days’ notice (before 16:00) to cancel or reschedule an appointment.

2.2.3   For clarity, Monday appointments must be cancelled by 16:00 on the preceding Friday.

2.3   Missed or Late Cancellations

2.3.1   If you do not cancel in time or miss an appointment, you will be charged for the breach of contract in the amount of our lost opportunity costs, which amount will be determined per the table below, which amount shall be subject to the same annual escalations:

Patient Type	Consultation Length	Amount   (2025)
New Patient	45 minutes	R 1 059.00
Existing Patient	30 minutes	R    705.00
Existing Patient	45 minutes	R 1 059.00
Existing Patient	15 minutes	R    424.00

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 may be charged as a missed appointment.

2.4.2   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 calls, 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 notes 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.

 

5. Telehealth Consultations

5.1   Remote consultations (video calls, voice calls, emails, and WhatsApp) 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, as per 1.2.

5.3   Practitioners may decline to consult via electronic communication and may request an in-person appointment

 

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.

 

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.

 

 

 

Updated April 2025