Principles

• Dignity & respect — zero tolerance for discrimination or abuse.
• Safety & quality — reasonable measures to deliver safe, timely care.
• Privacy — POPIA‑aligned handling of personal and health information.
• Transparency — clear information on services, fees, and limitations.

Your rights

• Information & communication — to clear, understandable explanations about your condition, options, and costs.
• Informed consent — to agree to or refuse care, and to withdraw consent at any time.
• Privacy & confidentiality — to have your data protected and shared only where lawful and necessary.
• Access to records — to view or request copies of your personal information (see PAIA Manual).
• Second opinion & choice — to seek another clinician or referral where appropriate.
• Respectful care — free from discrimination, harassment, or neglect.
• Continuity — to appropriate follow‑up, referrals, and safe hand‑over of care.
• Complaints & remedies — to raise concerns without retaliation (see Complaints Procedure).

Telehealth: your rights

• To know your clinician’s name, role, and registration status.
• To request switching to in‑person care when clinically indicated.
• To a private session with reasonable technical safeguards and no recording without written consent.

Access to records & certificates

You may request access to personal information and clinical records in line with POPIA/PAIA. Fees may apply for copies. See our PAIA Manual or email privacy@mzansidoctors.com.

Consent, minors & representatives

• Patients under 18 require consent from a parent/guardian (unless otherwise permitted by law).
• Where capacity is impaired, an authorised representative provides consent.
• You can withdraw consent at any time; tell your clinician during the session.

Your responsibilities

• Provide accurate information — symptoms, history, medications, allergies.
• Ask questions — if anything is unclear, ask for explanations.
• Follow agreed plans — take medicines as directed; attend follow‑ups; report changes.
• Be respectful — towards clinicians and support staff.
• Keep appointments — cancel or reschedule in advance where possible.
• Protect your account — keep logins private; secure your device.
• Payment — settle fees as communicated; share accurate medical aid details if applicable.

Telehealth responsibilities

• Ensure a private, quiet space with a stable connection, camera, and microphone.
• Do not record or broadcast the session without prior written consent.
• Share your location and emergency contact if requested for safety.

Fees, cancellations & refunds

• Fees are shown before booking; we do not store card details on our servers.
• Refunds for missed or undelivered sessions follow our Refund Policy.

Complaints & feedback

Raise concerns without fear of retaliation. See our Complaints Procedure for steps and timelines.