Know exactly what to expect.

Requests & confirmation

Your chosen time is a request first.

A requested time is provisional until the practice confirms it on WhatsApp. The practice aims to reply during operating hours.

Requests may be sent up to 60 days ahead and at least 2 hours before the preferred time. The confirmed WhatsApp message is the final appointment record.

Payment

Pay after the time is accepted.

Full payment is due after the practice accepts the requested time and before the consultation begins. Payment instructions are sent privately.

Do not send card details. If EFT is used, the practice shares verified account details privately after accepting the appointment.

Changes & late arrival

Give notice as early as possible.

Patients may cancel or move an appointment without charge by contacting the practice at least 4 hours before the confirmed time.

Cancellations within 4 hours and missed appointments are reviewed fairly case by case and may not be refundable. If the practice cancels, the patient may choose a new time or a full refund.

The clinician will wait for 10 minutes. A late start may shorten the consultation; after 10 minutes the appointment may need to be rescheduled.

Children

A guardian remains part of the process.

A parent or legal guardian must request the appointment, give consent and remain available for a child’s consultation.

Dr Ntsaba may recommend urgent or in-person assessment when remote care is not suitable for the child’s symptoms or age.

On the day

Prepare a private place and reliable connection.

The confirmation message contains the final date, time and video method. The practice should send reminders approximately 24 hours and 1 hour before the appointment where possible.

Keep your device charged. The practice verifies the patient’s identity and current physical location when the call begins. Consultations are not recorded by default.

Clinical suitability

Virtual care is not always the safest care.

A prescription, certificate, test or referral is issued only when clinically appropriate. Dr Ntsaba may stop the virtual assessment and recommend examination at a clinic, doctor’s room or emergency facility.