How many doctors are in this practice?
Dr Lerato Masemola is the resident doctor here at THARI HEALTH EXCELLENCE. She is available most of our working hours unless it is her weekend off or she is on leave. She is also off certain afternoons of the week to attend medical seminars or to see to her children’s school activities.
If you would like to see Dr Lerato please specify when making an appointment so you can be advised of her availability. There are two locum doctors who stand in when she is not available.
Will I always see Dr Lerato?
Yes, if you make a pre-scheduled appointment to see her and there are no unforeseen circumstances which change her schedule. However, if you need to see a doctor urgently and she is not in then you are welcome to see the locum/ stand in doctor.
Are you open seven days a week?
Yes, Monday to Sunday and public holidays. Except on the 25th of December and 1st of January every year.
What is your appointment policy?
We prefer that patients book appointments. This helps for us to manage our time and also assist you more efficiently. Unfortunately, occasionally patient appointments do require longer time frames than scheduled and sometime patients arrive late as well which causes the doctor to run late. When this happens, your patience is appreciated. A sincere attempt is made to adhere to the practice schedule as much as possible. We do try our best to advise you beforehand if the doctor is significantly behind schedule.
Please be kind and considerate enough to let us know well in advance if you are unable to make it for your appointment so we can give that time to someone else who needs it. The doctor reserves the right to bill for a missed appointment in case of booked procedures as they are booked for extended periods and block many appointments at a time.
BILLING:
What are your rates?
We provide a wide range of services and it is not possible to list all the rates here. Please ask at reception for basic consultation rate. We do have a pensioners’ discount. We also have a discounted rate for domestic workers. You are welcome to ask for a quotation for any procedures beforehand if necessary.
What are after-hours fees? When do you charge them?
We charge after hours fees over and above the basic consultation rate from 5 pm weekdays, 12 pm Saturdays, all hours on Sundays and all public holidays regardless of day of the week. If your appointment was booked before after hours you will not be charged the extra fee should we run late. However, if you arrive unbooked and request to be squeezed in and only get seen during after-hours period, you will be billed the after-hours fee.
Please note the invoice will say “emergency/ unscheduled consultation”. This is the description of the code used to bill for this service. There is no code for “after-hours” consultation, because by virtue of the consultation being after normal hours it must be an emergency as it “cannot wait” for the next available appointment during office hours.
Do you accept Medical Aid?
Yes, we do accept Medical Aid at their respective rates. Please note that there are costs incurred to submit claims on your behalf so there is an administration fee surcharge which your medical aid will not cover. We are not obligated to submit claims on your behalf. Should you prefer or not want to pay the admin fee, you are welcome to pay our cash/ private rate immediately after consultation and then submit the claim later for your medical aid to pay you directly.
Please note that you as the patient are liable for any amounts that the medical aid did not cover, be it admin fees or medical shortfall amounts. Kindly settle at the end of your consultation.
Do you accept other forms of payment?
Yes. We have a card machine (preferred method) at the practice. Direct EFT payments may be done but this should be IMMEDIATELY after consultation while still at the practice.
I received a bill and have questions about it. Who can I call for assistance?
Our accounts department will help you to clarify this. For your convenience, please contact us by telephone at 011 792 6041, preferably during our day time office hours.
A claim was submitted to my Medical Aid. Why am I receiving a bill?
We submit claims to medical aid immediately after consultation. However some medical aids are not “real time” on line and will only notify us much later if your claim was accepted or if it will be paid. If your claim comes back rejected due to insufficient or depleted savings it is your responsibility to settle the outstanding amount.
Does my medical aid cover everything?
Some medical aids do not pay for certain things such as vitamin injections or vaccinations administered or even certain procedures e.g. the procedure for doing a pap smear or stitching a wound. It is impossible for the doctor to know what ALL the different medical aids cover. It is your responsibility as a patient to know what your medical aid will pay for. If in doubt, please ask us for codes related to your procedure ahead of time (unless it is an emergency), and you can check what you are covered for beforehand to avoid surprises.
Please note some medical aids still cover GP visits even when benefits are depleted. Please inquire with your funder about what you are covered for.
PRESCRIPTIONS
How do I get a refill on my prescription?
You may call in during normal office hours (preferably not in the evening) and request for refills on CHRONIC medication prescriptions. To avoid disappointment and frustration, we ask that you please not leave your prescription refill too late. The Doctor needs time to review your medical record before prescribing any medications. It is not always possible to a script on demand. Please calculate in advance when you may need a refill on your chronic medication.
Please note that in some instances the doctor may request that you come in for a follow up consultation prior issuing a repeat script. This is to make sure that your chronic condition is controlled and also to check if there are any tests due to be done.
Can I get a prescription for acute conditions?
No. Please do not ask for repeat prescriptions for “antibiotics” or other non-chronic medical conditions. These scripts will NOT be issued. It doesn’t matter that you had the same condition or know what is wrong. Please make an appointment to see the doctor.
Can my scripts be emailed?
Yes, certain prescriptions may be sent via email. However pharmacies will not accept an emailed prescription for schedule 5 and 6 medications. These scripts need to be collected. Your understanding is appreciated.
For emailed scripts, kindly check with the office any outstanding amounts to be settled prior the script being emailed. Amounts may be settled via EFT and upon receipt of a proof of payment the script will be sent to you or your selected pharmacy.
Do I need a referral from my primary care physician to see a specialist?
Some medical aid funders require the patient to see a GP first to determine if it is necessary to consult with a specialist and also for a referral and sometimes an authorisation for the specialist consultation and care. Your primary care Doctor (GP) is your central contact for all medical concerns as this allows for continuity of care. Referrals are typically processed within 14 days, except in urgent situations, and you will be notified by mail when the referral has been processed.