FAQ
Do you see patients on all medical aid plans?
We are contracted to the following medical schemes and can submit claims directly on your behalf:
• Discovery Health (including all schemes they administer, e.g. LA Health)
• Bankmed
• Bonitas
• CAMAF
Important information for lower-tier plans:
Some lower benefit options require you to nominate our practice before we can claim directly:
- Discovery KeyCare: We only consult and claim for KeyCare patients who are employees of the FirstRand Bank Group. You will need to nominate our practice as your primary doctor.
Practice number: 0651966 - Bankmed Basic: We only consult and claim for Bankmed Basic patients who are employees of the FirstRand Bank Group. Please nominate our practice as your primary (or secondary) doctor.
Practice number: 0651966 - BonCap: We only consult and claim for BonCap patients who are employees of the FirstRand Bank Group.
If you are unsure of your plan or whether you need to nominate us, feel free to contact us and we’ll be happy to guide you.
I am not on a Discovery, Bankmed, Bonitas, or CAMAF medical aid - will my consultation still be covered by my scheme?
If you do not belong to Discovery, Bankmed, Bonitas, or CAMAF plans, you can still consult at the practice and will be charged the Discovery GP rate. You may then submit the paid invoice to your medical aid for reimbursement.
Will I have to pay upfront or will there be co-payments for my visit?
We do our utmost to bill using codes and consumables that will be covered by your medical aid. If there are line items that are not covered by your medical aid or are rejected by your medical aid, you will be personally liable to settle your outstanding account on the day of your consultation. We do our best to warn you of these costs ahead of time.
What is your cancellation policy?
Appointments not canceled within 2 hours of the scheduled time will be charged for. This is for your personal account and cannot be claimed from your medical aid.
Do you charge medical aid rates and claim directly from medical aid?
Yes, we do claim in real time from Discovery, Bankmed, Bonitas, and CAMAF medical schemes. If your savings or benefits are exhausted, you will be liable for the outstanding amount on your account on the day of your consultation. The same applies if your plan does not cover the services being provided.
Can I walk into the practice without an appointment, or do I need to book in advance?
We recommend booking in advance to ensure that you can be seen promptly. You can schedule your appointment here.
Is a Clinical Associate the same as a doctor?
A Clinical Associate (also known as a Clinical Medical Associate or ClinA) is a trained healthcare professional with a Bachelor of Clinical Medical Practice (BCMP) degree. They are qualified to perform many of the same clinical tasks as doctors, including taking medical histories, performing physical examinations, ordering and interpreting certain tests, diagnosing and managing common conditions, and providing treatment.
At our practice, Clinical Associates consult with patients and provide care within a clearly defined clinical scope, and always under the supervision and guidance of our doctors. This means you can expect thorough, attentive, and high-quality care, with oversight and support from our medical team whenever needed.
Will I be billed for consumables?
Yes, any consumables (eg. injections, dressings, IV drips, pregnancy tests, instruments etc…) used in a consultation will be added to the consultation fee at medical aid rates.
If I don’t work for FirstRand Bank Group may I still visit the practice?
Yes, our Merchant Place practice in Sandton is open to anyone from the public. Book here
I work for FirstRand Bank Group, may I bring my family members to any of the practices?
Yes, all family members of FirstRand Group employees are welcome to visit any of our four GP practices.
If I am a FirstRand Bank Group employee, are Health with Heart medical services free?
No. All services are charged directly to the individual who received them at medical aid rates. Cash patients or patients who are not on Discovery, Bankmed or Bonitas are charged at Discovery GP rates and may then claim back from their respective schemes.
Can I walk into the practice without an appointment or do I need to book in advance?
We encourage all patients to book online or telephonically so that we can manage our time and yours more efficiently. Please book ahead of time. In case of emergency, we will never turn anyone away and will always help you.
Do the practitioners at Health with Heart run on time?
We do our best to run on time and when we are running late, we try to let you know ahead of your appointment. Please be on time for your appointment to help us to make this possible.
What is your cancellation policy?
Appointments not canceled within 2 hours of the scheduled time will be charged for. This is for your personal account and cannot be claimed from your medical aid.
Do you do PAP smears?
Yes, we do. Please note that Discovery has a screening benefit every three years, where the laboratory testing fees will be covered from your screening benefit but the appointment with our doctor as well as consumables will come out of your savings. Bankmed and CAMAF offer the same but it is an ANNUAL benefit for Pap smears.
Do you insert IUDs (intra-uterine devices)?
Yes we do insert the copper T, Mireina and Kyleena. We do so in our rooms. You are required to have an appointment ahead of your insertion appointment for counseling on the best choice suited to you and to understand the insertion process.
Can I drive home after my IUD is inserted?
In most cases, you will be able to drive home, but we recommend that you arrange a lift in case you have significant cramps or low blood pressure following your insertion (both of which can be normal and resolve quickly).
Do you do breast cancer screening?
We do clinical breast exams and can teach you how to do self-examinations. If we are concerned we will refer you for the appropriate breast imaging.
Do you do ultrasounds and mammograms?
No, we do not. We have a relationship with specialists who offer this service when needed.
Can you help me in a medical emergency?
Yes, we can help to stabilize a patient and refer them to the appropriate place. If you believe a person needs hospitalization, then going directly to your nearest casualty is preferred.
I am having chest pain, can I come straight to the rooms?
If you are a known cardiac patient, it is preferred that you go directly to your cardiologist’s preferred casualty. If you have no cardiac history, you can come straight to our rooms to be evaluated and referred on.
I think I have broken a bone, can I come to your rooms?
Yes, you can. If you come to see one of our doctors, we will assess the injury and refer you to a radiology department to have the required X-ray views if we suspect a fracture and liaise directly with the specialist if needed.
What check ups should I have every year?
This depends on your age and sex. We recommend that all people with access to quality healthcare should have an annual check up with their GP. In this consultation, health optimizing strategies should be discussed and appropriate screening should be recommended at the appropriate time. A proactive approach to one’s health is always preferred.
Do you perform PHAs and Vitality Assessments?
Yes, we offer both PHAs and Vitality Assessments. You can book yours here.
Do you do PHA’s and Vitality Assessments?
You can book a Bankmed PHA (Personal Health Assessment) or a Discovery Vitality assessment with any of our nurses at any of our campuses.
Do you offer childhood vaccinations?
We do not routinely stock childhood vaccinations. These can be ordered especially ahead of your visit in consultation with our doctors.
Do you see children in the practice?
Yes, we love looking after everyone in your family, from babies to grannies and grandpas.
Can you help get me an earlier specialist appointment if required?
In the case of an emergency requiring a specialist’s assistance, we can help get you the appropriate appointment as soon as is possible. This is only possible for urgent needs.
Do you offer vitamin drips?
We do offer a variety of nutrient and mineral intravenous therapies. We prefer this to be doctor led with a consultation as all therapies have risk and your safety is always our first priority.
Do you remove moles or small skin lesions?
Yes, we do remove small moles, cysts or lipomas. If we are concerned about a malignancy, size or position of the lesion we will refer you to a specialist for the excision.
