What services does Netcare provide?

Netcare provides private hospital care, emergency medical services and access to healthcare professionals across South Africa. Services include emergency and trauma care, cancer care, cardiac care, maternity care, neurological care, orthopaedic care, paediatric care, rehabilitation and stroke care. Available services vary by facility.

How can I find a Netcare hospital?

You can search for a hospital by location on the Netcare website. Review the services available at each facility before selecting a hospital, as not every service is available at every location.

How can I find a doctor or specialist?

You can search for a healthcare professional by speciality or facility on the Netcare website. You can also contact Netcare appointmed if you would like help finding a suitable specialist, general practitioner or dentist.

What is Netcare appointmed?

Netcare appointmed is a free appointment-booking service. It can help you or a loved one find an appointment with a specialist, general practitioner or dentist within the Netcare network.

Which facilities are covered by Netcare appointmed?

The service covers practitioners across the countrywide network of:

• Netcare hospitals.

• Netcare Medicross medical and dental centres.

• Netcare Akeso mental health facilities.

How do I request an appointment?

You can submit an appointment request online or call Netcare appointmed on 0860 555 565. You will be asked what type of practitioner or care you need, your preferred location and the dates and times that suit you.

What information should I provide when requesting an appointment?

Be ready to provide:

• The type of practitioner or care you require.

• Your preferred area or facility.

• Suitable dates and times.

• Your contact details.

• Your medical scheme and option, where relevant.

• Any accessibility or appointment requirements that should be considered.

Additional information may be requested before an appointment can be confirmed.

Can Netcare appointmed find a practitioner near me?

Yes. Provide your preferred area when requesting an appointment, and the service can look for a suitable practitioner within the Netcare network.

Can I specify when I am available?

Yes. You can provide preferred dates and times, as well as times when you are unavailable. Appointment options will depend on practitioner availability.

Can Netcare appointmed find a practitioner who works with my medical scheme?

The service can consider whether a practitioner is contracted to your medical scheme when searching for an appointment. Participation depends on the practitioner and your medical scheme option, so you should confirm the applicable network and payment arrangements before treatment.

Is an appointment guaranteed when I submit a request?

No. A request does not guarantee an appointment. Availability depends on the practitioner, location, speciality and requested date and time. Review the proposed details before confirming the booking.

Can I request an appointment for someone else?

Yes. Netcare appointmed can help you find an appointment for yourself or a loved one. Appropriate personal, medical scheme and consent information may be required.

Is there a charge for using Netcare appointmed?

No. Netcare appointmed is a free appointment-booking service. This does not mean that the consultation or treatment itself is free.

What is MyNetcare Online?

MyNetcare Online is a secure portal for managing selected personal healthcare information and Netcare services.

What can I do through MyNetcare Online?

Depending on the service and facility, you can use MyNetcare Online to:

• Maintain your personal profile.

• Manage dependant information.

• Complete an online hospital pre-admission.

• Request help from Netcare appointmed.

Should I keep my MyNetcare Online information updated?

Yes. Keep your contact and dependant details current. A hospital or practitioner may still ask for additional clinical, medical scheme, identity or consent information.

What is hospital pre-admission?

Pre-admission is the process of providing the personal, medical scheme and treatment information required by the hospital before a planned admission. Online pre-admission is available for supported Netcare facilities.

Does completing pre-admission confirm medical scheme authorisation?

Not necessarily. You should separately confirm any authorisation, network or payment requirements with your medical scheme before arriving at the hospital.

What should I bring when I am admitted?

Requirements depend on the hospital, procedure and treating practitioner. Follow the instructions provided by the hospital or your doctor’s rooms and bring the requested documents and personal items.

What happens during a hospital stay?

The care team will explain your treatment and the relevant hospital arrangements. Tell them about your medication, allergies, medical history and any concerns that could affect your care. Ask for an explanation if anything is unclear.

What should I do after being discharged?

Follow the discharge instructions provided by the care team. These may include instructions about medication, wound care, physical activity, follow-up appointments and symptoms that require medical attention.

Does Netcare provide emergency and trauma care?

Yes. Netcare hospitals provide emergency and trauma services to medical scheme members, private-paying patients and international patients with medical cover.

How are patients prioritised in an emergency department?

Emergency departments use a clinical triage process. Patients with the most urgent medical needs are treated first, so treatment may not take place in order of arrival.

What number should I call in a medical emergency?

Call Netcare 911 on 082 911 for emergency medical assistance.

What information should I provide during an emergency call?

Provide:

• Your name.

• A reliable callback number.

• The exact location of the emergency.

• A clear description of what has happened.

• The number and condition of the people requiring assistance, where known.

Follow the call-taker’s instructions while assistance is arranged.

Can general customer service arrange emergency assistance?

For a medical emergency, call Netcare 911 on 082 911 rather than using the general enquiries number or an online appointment service.

Can I ask questions about my treatment?

Yes. You should be involved in decisions about your care and receive information that helps you understand the proposed treatment. Ask the care team to explain anything you do not understand.

Who should I contact about admission requirements or visiting arrangements?

Contact the relevant Netcare hospital directly for facility-specific information about:

• Admission requirements.

• Visiting arrangements.

• Billing questions.

• Services available at the facility.

• Information about a current patient, subject to privacy requirements.

How can I contact Netcare?

• Medical appointments: Netcare appointmed on 0860 555 565

• General enquiries and feedback: 0860 NETCARE or 0860 638 2273

• Customer service hours: Weekdays from 08:00 to 16:00

• Medical emergencies: Netcare 911 on 082 911