1. CONFIDENTIALITY
1.1. Your medical information is confidential. It is the policy of this practice to maintain security of personal information at all times to the best of our ability and to ensure that this information is only available to authorized members of staff. Employees sign a confidentiality statement.
1.2. The practice processes all information electronically and maintains and stores it in the Cloud. The access to this information is password protected. Original documents are shredded by us and disposed of by the hospital.
2. DISCLOSURE OF INFORMATION
2.1. In terms of section 14 of the National Health Act patients must provide written informed consent for the disclosure of their medical information to a third party. This includes, but is not limited to, their medical scheme, insurance company, spouse/family member.
2.2. In terms of the Medical Scheme Act and Regulations it is a requirement for practitioners to include a diagnostic code that summarizes your diagnosis (ICD10) on all accounts submitted and scripts issued. If an ICD10 code is not included the medical scheme may, and probably will, decline to pay. By signing this form you give consent for the ICD10 code to be included on your account and script. Should you wish the practice not to include an ICD10 code please inform Dr. Townsend.
3. EMERGENCIES
If there is a medical emergency, please ask your referring doctor to contact the rooms directly. If medical help is required after hours, or if you cannot contact our rooms, please go to your closest Casualty.
4. TELEPHONE CONTACT
4.1. Due to Consultation and Ward Patient commitments, Dr Townsend is unable to take telephonic queries. This is a courtesy to each of her patients to ensure their consultation time is not disturbed. She will only accept calls during consultations from other doctors regarding patients.
4.2. If the reception staff is unable to help or if your query cannot be answered easily, you may be asked to make a follow up appointment.
5. EMAIL AND VIRTUAL CONSULTATIONS
Due to the nature of the neurological discipline and it’s disorders, Dr Townsend does not offer this service.
6. PRESCRIPTIONS, LETTERS, CHRONIC FORMS
6.1. Requests for repeat prescriptions, letters, and chronic forms can be submitted via email (scripts@neurohealth.co.za and reception1@neurohealth.co.za) and will be charged for at medical aid rates.
6.2. For medical and ethical reasons, Dr Townsend needs to physically consult with each patient at least every 12 months before another chronic repeat script can be provided. The onus is on you to ensure that this appointment is made timeously.
6.3. Original scripts not collected within one month will be destroyed.
7. ANCILLIARY SERVICES
The patient may require certain ancillary medical services as part of the consultation – for example, Nerve Conduction Studies, EMG or EEG. These services will be charged for in addition to the consultation fee, and will be discussed with the patient either prior to consultation or prior to the test.
8. FEES
8.1. Fees charged in the rooms are discussed when appointment is made. Any additional fee will be discussed before an additional procedure is done.
8.2. Fees charged by this practice are as per the guidelines laid down for Neurologists by the South African Medical Association. It is not the responsibility of Dr. Townsend or her staff to know what each medical scheme plan covers and to what extent.
8.3. Payment in full is due on the day of consultation unless otherwise organized with the practice. The practice does not accept cheques.
8.4. It is the responsibility of the patient/member to submit the account to his/her medical aid.
9. COMPLAINTS AND SUGGESTIONS.
9.1. We are continually seeking to upgrade our service. Should you have any suggestions or are unhappy
about your dealings with the doctor or staff, please email the Practice Manager, Deanne, deanne@neurohealth.co.za
9.2. If the issue cannot be resolved satisfactorily at this level, or the complainant wishes to take the matter further, correspondence should be directed to the Health Professions Council of South Africa.
9.3. Likewise, should the doctor or her staff feel verbally or physically threatened or harassed by a patient, Dr Townsend reserves the right to conclude the professional relationship, and will supply the patient with a list of alternative Neurologists for them to consult. In this case, your medical records will be forwarded to the relevant doctor.
If you have any queries, or would like a hard copy of this document, please direct them to Lerato at the rooms (011-647-3421 / 079-038-6137) or email reception1@neurohealth.co.za.