Privacy Policy

We collect the personal and health information reasonably necessary to provide safe healthcare services. This may include:

• Contact and identification details (name, date of birth, ID or passport number, address, phone, email).
• Medical and surgical history, current medication, allergies, symptoms and clinical observations.
• Examination findings, diagnoses, treatment plans, prescriptions and referral information.
• Diagnostic results such as laboratory tests, X-rays and blood tests.
• Medical scheme details and billing information.
• Information you provide through online forms, appointment requests and website enquiries.

We process your information to provide, coordinate and improve your healthcare — including clinical assessment, treatment, safe prescribing, referrals, billing, appointment management, and legal and professional record-keeping. Processing your information is necessary for us to deliver healthcare services to you.

Information you submit through online patient forms or appointment requests is transmitted to acuteMed for administrative and clinical use. Appointment requests received online are not confirmed appointments until our team verifies availability and confirms with you. Please do not include detailed clinical information in general website forms — describe your needs briefly and our team will direct you appropriately.

We protect your information using reasonable technical and organisational measures appropriate to the sensitivity of health data, including:

• Access controls limiting information to authorised clinical and administrative staff who need it to perform their duties.
• Secure storage of records and restricted access to practice systems.
• Confidentiality obligations consistent with professional healthcare ethics.
• Procedures for handling and responding to data breaches where required by law.

Your information may be shared, on a need-to-know basis and where you have consented or the law permits, with:

• Laboratories and radiology providers for tests and imaging.
• Hospitals and specialists for referral and continued care.
• Medical schemes for billing and claims administration.

We do not sell your personal information. Sharing is limited to what is necessary for your care, payment and related healthcare purposes.

Health records are retained for the period required by applicable healthcare legislation and professional regulatory requirements, and thereafter securely destroyed or de-identified in line with our retention schedule.

You have the right, subject to legal requirements, to:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or outdated information.
• Request deletion of information where legally permitted.
• Object to or restrict certain processing of your information.

To exercise these rights, contact the Information Officer using the details below.

If you believe we have processed your information in a manner that does not comply with POPIA, you may:

• Lodge a complaint with the Information Officer using the contact details above.
• If your concern is not resolved, lodge a complaint with the Information Regulator.

Information Regulator (South Africa): complaints@inforegulator.org.za · www.inforegulator.org.za

Our website uses cookies and similar technologies for essential functionality and to understand how the site is used through analytics. This helps us improve site performance and patient experience. You can control cookies through your browser settings. We do not use cookies to share your personal information with third parties for advertising.

Certain information is processed by trusted external providers on our behalf, under agreements that require them to protect your information in line with POPIA. These may include:

• Online booking and appointment management platforms.
• Website hosting providers.
• Email service providers used to communicate with you.

These providers process information only as necessary to deliver the service we have engaged them for, and do not use it for their own purposes.