Patient information
Everything you need before you visit.
Clear answers about your first visit, costs, referrals and how the practice works. All policies and fees on this demonstration site are samples.
Your first visit
What to expect, step by step.
Before you come
- Your ID document and medical aid card.
- A list of your current medicines, including anything you buy over the counter.
- Any referral letters, test results or reports you already have.
- Your questions, written down if that helps.
When you arrive
Please arrive about ten minutes early (sample) so reception can welcome you and confirm your details. Your medical history is taken in the consulting room with your practitioner, and not through this website.
During your appointment
Your practitioner listens, explains what they find, and talks through your options in plain language. You are welcome to ask questions, bring a support person, or pause at any time.
Afterwards
Reception helps with payment, claims and follow-up bookings. If another practitioner could help, we will only refer you with your consent.
Medical aid and payments
Clear costs, explained first.
We want you to know what to expect before you book. Reception can give you an estimate when you contact us.
We can submit claims to most medical aids. Cover varies by scheme and plan, so you remain responsible for any portion your medical aid does not pay. Some practitioners ask for payment on the day, and you then claim back from your scheme. We explain which applies when you book.
| General consultation (doctor) | R650 |
|---|---|
| Psychology session | R1,100 |
| Physiotherapy session | R700 |
| Dietetics initial consultation | R850 |
On a live website, fees are set and approved by each practitioner and clearly dated.
Referrals
When you need one, and when you do not.
You do not need a referral to see our doctors. You can usually book psychology, physiotherapy and dietetics directly, but some medical aids will only pay with a referral letter from a doctor. If you are unsure, ask your scheme before your visit.
Our practitioners can refer you to one another within Willow, or to specialists elsewhere, when that would help. We always explain why and ask for your consent first. We also welcome referral letters from your own doctor.
Cancellations
If your plans change.
Please let us know at least 24 hours before your appointment (sample) so that someone else can use the time. You can phone, WhatsApp or email reception.
Late cancellations and missed appointments may be charged. This is explained when you book, and we are understanding where something genuinely unexpected has happened.
Practice policies
A few things that help the practice run smoothly and keep everyone comfortable. These are sample policies.
Privacy and confidentiality
Your information is confidential and is shared only as the law allows, or with your consent. See our privacy policy.
Consent and under-18s
You are asked for consent before treatment or referral. Young patients are usually accompanied by a parent or guardian. Ask us if you have a specific situation.
Running late
We try to keep to time. If your appointment is delayed, we will tell you. If you are late, we will see you if possible, or help you rebook.
Messages and results
WhatsApp and email are for appointments and admin only. Medical advice and results are discussed with you by your practitioner, not through messaging apps.
Repeat prescriptions
To keep treatment safe, repeat prescriptions need a consultation at suitable intervals, as your doctor advises.
Respect for everyone
We treat patients and staff with courtesy and expect the same in return. Everyone is welcome here.
Do I need a referral to see a practitioner?
Not to see our doctors. For psychology, physiotherapy and dietetics, you can usually book directly, but some medical aids only pay if you have a referral. Check with your medical aid, or ask reception.
Do you accept medical aids?
Yes, we can submit claims to most medical aids, but cover differs between schemes and plans. You remain responsible for any amount your scheme does not pay. We explain how billing works before your appointment. (sample policy)
How do I make an appointment?
Send a request through our online form, phone 011 000 0000 or message us on WhatsApp. Reception will contact you to agree a time.
Is my online request a confirmed appointment?
No. It is a request. Your appointment is confirmed only once reception has spoken to you and agreed a time.
What should I bring to my first visit?
Your ID, medical aid card, a list of your current medicines, and any referral letters or reports. Writing your questions down beforehand also helps.
Can I get medical advice by WhatsApp or email?
No. WhatsApp and email are for appointment and admin enquiries only, because we cannot assess you safely that way. Please do not send medical details or test results through them.
What if I need urgent help?
Willow is not an emergency service. Call 10177 (ambulance) or 112 from a cell phone, or go to your nearest emergency unit. If you are in emotional crisis, call the SADAG Suicide Crisis Helpline on 0800 567 567 (24 hours).
Is my personal information safe?
We collect only what is needed to arrange your appointment, and we never ask for medical history through this website. Read our privacy policy for details.
What if I need to cancel or change my appointment?
Please tell us at least 24 hours beforehand so that someone else can use the time. Late cancellations may be charged, which we explain when you book. (sample policy)
Ready to book?
Send an appointment request in a few minutes, or contact reception directly.