Medical Center Policy

3. Introduction & Purpose
Purpose of the Policy
This policy aims to:
• Ensure consistent, high-quality patient care
• Protect patients and staff by defining clear ethical and operational guidelines
• Maintain compliance with regulations and best practices
• Improve the safety and efficiency of healthcare delivery
Mission Statement
“To provide the highest quality and affordable primary healthcare services possible and to be an employer of choice.”
Vision Statement
“To create the most fair and effortless healthcare experience in our local community.”
Core Values
1. Accessibility – Ensuring everyone can receive primary healthcare services
2. Sustainability – Providing long-term, reliable healthcare solutions
3. Inclusivity – Treating all patients with dignity and respect, regardless of background
Key Goals
• Delivering quality healthcare
• Ensuring affordability of medical services
• Improving accessibility for underserved communities
• Preventing illness and detecting conditions early through proactive care and timely referrals
4. Governance & Administration
4.1 Ownership & Management Structure
• Dr. Mmotla and Partners Medical Suites is owned and managed by Dr. Mmotla, with a team of healthcare professionals and administrative staff ensuring smooth operations.
• The management team oversees clinical and non-clinical functions, compliance, patient experience, and financial sustainability.
4.2 Roles & Responsibilities of Staff
a) Medical Professionals (Doctors, Nurses, Allied Health Practitioners)
• Deliver patient care according to best practices
• Ensure adherence to ethical and legal guidelines
• Maintain professional development through continuous learning
b) Administrative Staff
• Manage patient records and appointment systems
• Ensure financial processes and medical aid claims are handled efficiently
• Support daily operations and customer service
c) Cleaning & General Staff
• Maintain hygiene and infection control protocols
• Ensure facility cleanliness and patient comfort
4.3 Code of Conduct
All staff are expected to:
• Maintain professionalism, integrity, and confidentiality
• Follow ethical patient care standards
• Uphold a dress code appropriate for healthcare professionals
• Ensure a respectful and inclusive environment for patients and colleagues
4.4 Compliance with Laws & Regulations
The medical center adheres to:
• Health Professions Council of South Africa (HPCSA) Guidelines
• National Health Act (NHA) of South Africa
• Protection of Personal Information Act (POPIA) for patient data security
• Other relevant health and safety regulations
5.Patient Care & Service Delivery
5.1 Scope of Services
Dr. Mmotla and Partners Medical Suites offers a range of primary healthcare services, including:
• Women’s Health Services (including safe and legal abortions, family planning, antenatal care)
• General Medical Consultations (acute & chronic conditions management)
• Preventative Healthcare (vaccinations, screenings, health education)
• X-ray & Diagnostic Imaging
• Referral Services (specialists, hospitals, advanced care facilities)
5.2 Standard Operating Procedures (SOPs)
5.2.1 Patient Registration & Record-Keeping
• All patients must complete a registration form with personal details and medical history.
• Patient records are securely stored and managed in compliance with POPIA regulations.
• Electronic Medical Records (EMRs) will be used where possible to enhance efficiency and security.
5.2.2 Appointment Scheduling
• Patients may book appointments via phone call or online system.
• Walk-ins are allowed for first-time visits.
• Regular clients are required to schedule appointments to avoid long queues.
• A fee will be charged for unscheduled or emergency consultations.
• Emergency cases and high-risk patients will always be given priority.
• Patients must be notified in advance of any appointment delays or rescheduling.
5.2.3 Medical Consultations & Treatment Plans
• Consultations will be patient-centered, focusing on history-taking, examination, diagnosis, and treatment.
• Treatment plans should follow evidence-based guidelines and include patient education.
• Informed consent must be obtained before any procedure or intervention.
5.2.4 Emergency & Referral Protocols
• All medical emergencies will be assessed and stabilised on-site before appropriate referral.
• A network of specialist doctors and hospitals will be maintained for referrals.
• Ambulance services must be contacted immediately for critical cases.
5.2.5 Infection Control & Hygiene Practices
• Strict hand hygiene and sanitization protocols must be followed.
• Medical waste disposal must comply with infection control regulations.
• Cleaning staff must follow daily disinfection schedules for all patient areas.
5.2.6 Patient Confidentiality & Informed Consent
• All patient information is strictly confidential and shared only with patient consent or as required by law.
• Before any treatment, patients must:
• Understand the procedure, risks, and benefits.
• Sign an informed consent form where applicable.
5.3 Service Fees & Payment Methods
• Patients will be informed of service costs upfront before receiving treatment.
• Payment options include:
• Cash & Card Payments
• Medical Aid Claims (only registered medical aids accepted)
• Payment Plans (available for certain procedures)
• Receipts must be issued for all payments made.
• No refunds will be issued for services already provided.
6. Human Resources Policies
6.1 Recruitment & Hiring
• The recruitment process will be fair, transparent, and merit-based.
• Hiring decisions will be based on qualifications, experience, and alignment with the centre’s mission and values.
• All healthcare professionals must be registered with the relevant regulatory bodies (HPCSA, SANC, etc.).
• Background checks, reference verification, and credential validation will be conducted before employment.
6.2 Employment Contracts & Terms
• All employees will receive a formal employment contract outlining:
• Job title and responsibilities
• Salary and benefits
• Working hours and overtime policy
• Disciplinary procedures
• Termination and notice period
• Employees must sign a confidentiality agreement to protect patient data.
6.3 Staff Training & Continuous Professional Development
• Staff will receive ongoing training on:
• Clinical best practices and medical ethics
• Patient communication and customer service
• Emergency response and infection control
• Compliance with HPCSA, POPIA, and NHA regulations
• The medical center encourages participation in CPD (Continuous Professional Development) activities and will provide support where possible.
6.4 Workplace Safety & Occupational Health Policies
• The medical center is committed to ensuring a safe and healthy work environment.
• Safety policies include:
• Proper handling of medical waste and hazardous materials
• Infection prevention measures (hand hygiene, PPE use, sterilization)
• Workplace injury and reporting procedures
• Access to first aid and emergency response training
• Employees must report any workplace safety concerns immediately.
6.5 Leave Policies
Employees are entitled to leave as per South African labour laws:
• Annual Leave – 15 working days per year
• Sick Leave – As per BCEA (Basic Conditions of Employment Act) guidelines
• Maternity & Paternity Leave – As per labour laws
• Study Leave – May be granted for employees pursuing further education relevant to their role
6.6 Disciplinary & Grievance Procedures
• The medical center follows a progressive discipline system for misconduct, including verbal warnings, written warnings, suspension, and termination where necessary.
• Employees may raise concerns or disputes through a formal grievance procedure, ensuring fairness and confidentiality.
7. Financial Management & Funding
7.1 Billing & Claims Management
• All services must be billed transparently according to the center’s pricing structure.
• Patients will receive a detailed invoice outlining the services rendered.
• Medical aid claims will be submitted to registered schemes, and patients will be responsible for any shortfalls.
• Unpaid invoices must be followed up according to the center’s debt collection policy.
7.2 Medical Aid & Government Subsidy Compliance
• The center will comply with medical aid billing regulations and ensure accurate documentation for claims.
• Where applicable, the center will apply for government healthcare subsidies to support affordability.
• Financial audits will be conducted periodically to ensure compliance with funding agreements.
7.3 Financial Sustainability Strategies
• Revenue will be generated through:
• Patient fees (private and medical aid payments)
• Specialist services and diagnostic procedures
• Partnerships with corporate healthcare providers
• Government and donor funding (where applicable)
• A portion of income will be allocated to facility maintenance, equipment upgrades, and staff training.
7.4 Auditing & Financial Reporting
• Quarterly financial reports will be prepared to track income, expenses, and financial performance.
• An independent audit will be conducted annually to ensure financial accountability.
• Any financial discrepancies or mismanagement must be reported and investigated immediately.
8. Facility & Equipment Management
8.1 Medical Equipment Procurement & Maintenance
• All medical equipment will be sourced from accredited suppliers to ensure compliance with safety standards.
• Equipment must be regularly serviced and calibrated according to manufacturer guidelines.
• A maintenance log will be kept to track servicing, repairs, and replacements.
• Faulty or outdated equipment must be reported immediately and replaced if necessary.
8.2 Pharmacy & Medication Storage Policy
• Medications will be stored according to regulations (temperature control, labeling, and expiry date monitoring).
• Only authorized personnel (doctors, nurses, or pharmacists) may handle and dispense medication.
• Expired or damaged medication must be disposed of safely in accordance with health regulations.
• A stock control system will be implemented to prevent shortages and overstocking.
8.3 Waste Disposal & Environmental Health Guidelines
• Medical waste (sharps, biohazard materials, expired medications) must be disposed of in compliance with health and environmental laws.
• General waste will be segregated and disposed of responsibly to maintain cleanliness and environmental sustainability.
• A contracted waste management service will be used for hazardous materials.
8.4 Security Measures & Access Control
• Surveillance cameras and access control systems will be installed for security.
• Only authorized personnel may access restricted areas (e.g., pharmacy, storage rooms, medical records).
• A visitor policy will be in place to monitor non-staff movement within the facility.
• Security personnel will be deployed where necessary to ensure staff and patient safety.
9. Patient Rights & Responsibilities
9.1 Patient Rights
Every patient at Dr. Mmotla and Partners Medical Suites has the right to:
1. Quality Healthcare Services
• Receive safe, effective, and respectful medical care.
• Be treated by qualified healthcare professionals.
2. Confidentiality & Privacy
• Have their personal and medical information protected.
• Expect privacy during consultations and treatments.
3. Informed Consent
• Be informed about their diagnosis, treatment options, risks, and costs before consenting.
• Refuse treatment (except in cases where public health laws apply).
4. Dignity & Respect
• Be treated with dignity, respect, and non-discrimination, regardless of background or condition.
• Be free from abuse, harassment, or unfair treatment.
5. Emergency Medical Care
• Receive prompt attention in emergencies.
• Be stabilized and referred if advanced care is needed.
6. Access to Medical Records
• Request and review their own medical records, as per POPIA regulations.
• Request corrections if records are inaccurate.
7. Complaint & Feedback Mechanism
• Lodge complaints or concerns about the care received.
• Receive a timely response and resolution to concerns.
9.2 Patient Responsibilities
Patients also have responsibilities to ensure smooth healthcare delivery:
1. Provide Accurate Information
• Give correct personal and medical details.
• Inform the healthcare provider about allergies, chronic conditions, or medications.
2. Follow Medical Advice & Treatment Plans
• Adhere to prescribed treatment plans and follow-up appointments.
• Ask questions if they do not understand their diagnosis or treatment.
3. Respect Healthcare Staff & Other Patients
• Treat staff and fellow patients with courtesy and respect.
• Avoid disruptive or violent behavior.
4. Financial Responsibility
• Pay for medical services received.
• Understand and comply with payment policies.
5. Attend Appointments or Cancel in Advance
• Arrive on time for appointments.
• Cancel or reschedule in advance if unable to attend.
6. Follow Facility Rules
• Adhere to the medical centre’s rules and policies.
• Respect infection control measures (e.g., hand hygiene, wearing masks if required).
10. Risk Management & Emergency Preparedness
10.1 Risk Assessment & Prevention
• The medical center will conduct regular risk assessments to identify potential hazards.
• All staff will be trained to recognise, report, and mitigate risks related to patient safety, workplace hazards, and data security.
• A risk management committee will oversee risk reduction strategies and policy enforcement.
10.2 Infection Control & Disease Prevention
• Strict infection control protocols will be followed, including:
• Hand hygiene and PPE use.
• Regular sanitation of medical equipment and surfaces.
• Isolation procedures for infectious patients if needed.
• Compliance with the National Institute for Communicable Diseases (NICD) guidelines will be maintained.
10.3 Emergency Response Plan
• The medical center will have a written emergency response plan covering:
• Medical Emergencies (e.g., cardiac arrest, anaphylaxis, severe trauma).
• Fire & Evacuation Procedures.
• Power Outages & Equipment Failures.
• Security Threats or Violence in the Facility.
• All staff will receive annual training on emergency protocols.
• Emergency contact numbers will be clearly displayed in all work areas.
10.4 Medical Waste & Hazardous Materials Handling
• Medical waste will be properly sorted, stored, and disposed of through licensed waste disposal services.
• Sharp objects (needles, scalpels) must be discarded in puncture-proof containers.
• Hazardous materials (e.g., expired drugs, lab chemicals) must be handled by trained personnel only.
10.5 Patient & Staff Safety Measures
• A zero-tolerance policy for workplace violence, abuse, or harassment will be enforced.
• Security measures include surveillance cameras, access control, and security personnel where necessary.
• Incident reports must be completed immediately after any safety-related event, and corrective action must be taken.
10.6 Fire Safety & Disaster Preparedness
• Fire extinguishers, alarms, and emergency exits must be inspected regularly.
• All staff must participate in fire drills and disaster response training.
• The center will maintain a business continuity plan to ensure operations can continue during crises.
11. Community Engagement & Corporate Social Responsibility (CSR)
11.1 Community Outreach Programs
• The medical center will be actively involved in community-based initiatives that promote health education, preventative care, and well-being.
• Outreach programs will focus on:
• Health awareness campaigns (e.g., maternal health, HIV/AIDS, mental health).
• Free or subsidized health services for underserved populations in the local community.
• School health programs, including immunization drives and education on healthy living.
11.2 Partnerships with Local Organizations
• The center will collaborate with local non-governmental organizations (NGOs), community groups, and government bodies to improve healthcare access.
• Strategic partnerships may include:
• Collaborating with local schools, clinics, and hospitals for health education and referrals.
• Supporting local businesses and services to strengthen the community’s healthcare ecosystem.
11.3 Corporate Social Responsibility (CSR) Initiatives
• The medical center will commit to socially responsible actions that improve the quality of life for local communities. These may include:
• Sponsoring health-related community events (e.g., health fairs, sports events promoting wellness).
• Offering volunteer services, such as providing healthcare at community gatherings or free health clinics.
• Supporting youth empowerment initiatives, such as mentorship programs or career guidance in healthcare fields.
11.4 Environmental Sustainability
• The center will adopt environmentally sustainable practices in its operations, including:
• Reducing waste by recycling and minimizing single-use plastics.
• Using energy-efficient equipment and exploring renewable energy options where possible.
• Supporting eco-friendly suppliers and opting for sustainable materials in facility operations.
11.5 Employee Volunteering & Involvement
• The center will encourage staff participation in CSR activities by offering paid leave for volunteering and organizing team-based outreach efforts.
• Employees may also contribute by sharing their expertise in community programs, such as providing health talks or free consultations.
12. Policy Review & Updates
12.1 Regular Review of Policies
• The Medical Center Policy will be reviewed at least annually to ensure it remains relevant, compliant with laws, and aligned with the center’s mission and values.
• Reviews will consider:
• Changes in regulatory requirements (e.g., health regulations, labour laws).
• Feedback from staff, patients, and stakeholders.
• New best practices in healthcare and management.
• The review process will be led by the management team in consultation with key stakeholders, including department heads.
12.2 Updating the Policy
• Based on the annual review, necessary updates and revisions will be made to the policy.
• Any changes to the policy will be communicated to all staff members and relevant stakeholders.
• A version control system will be maintained to ensure that the most current policy is in effect at all times.
12.3 Staff Training on Policy Changes
• When significant policy updates occur, the center will conduct training sessions to ensure all staff understand and can comply with the new or updated procedures.
• Staff members will be required to acknowledge receipt and understanding of the updated policy through a signed document or an electronic confirmation.
12.4 Accountability for Policy Implementation
• Department heads and managers are responsible for ensuring that their teams are familiar with and comply with the updated policy.
• Regular audits and assessments will be conducted to ensure adherence to the policy’s guidelines.
• Non-compliance with the policy may result in disciplinary actions in line with the center’s human resources policies.