HOME > PATIENT PROMISE

Committed to your care and well-being

Patient Promise

A comfortable and seamless experience

At the Ear & Eye Clinic, our goal is to make you feel seen, respected, and cared for every step of the way.

The Ear & Eye Clinic’s Patient Promise outlines our commitment to your care and well-being, ensuring that your experience with us is as comfortable and seamless as possible.

Friendly service at the Ear and Eye Clinic
Deliver compassionate care that treats you with respect and honours your dignity
  • We promise to treat every patient with the utmost respect, kindness, and dignity regardless of age, background, or medical condition.
  • We promise to honour your treatment decisions and be your partner in your healthcare journey.
  • Your role: to treat our clinic’s people, including fellow patients, with the same level of respect and courtesy.
  • We promise to provide medical care that meets your specific needs, with warmth and empathy.
  • We promise to explain your diagnosis, treatment options, and next steps in clear, simple terms, and take the time to answer all your medical questions.
  • Your role: to share your wishes, requests, and concerns regarding your condition, treatment options, or procedures.
  • Your role: to share accurate and relevant information for the purposes of diagnosis, treatment, rehabilitation or related ear or eye healthcare.
  • We promise to manage your personal and medical information with the highest standards of confidentiality, and in line with the Protection of Personal Information Act (POPIA) of South Africa.
  • Your role: to take care of your personal and medical records that are in your possession, and to make such records available for the purposes of diagnosis, treatment, rehabilitation or related ear or eye healthcare.
  • We promise to provide timely appointments and minimise waiting times. We are committed to ensuring you receive the care you need without unnecessary delays.
  • We promise to have a doctor on call, daily, for eye and ear emergencies.
  • Your role: to understand the ear and eye services offered at our clinic, and to make contact with our clinic when you require additional clarity on your ear or eye healthcare needs.
  • We promise to continue upskilling our knowledge, improving our technology and equipment, and maintaining a high-level of clinical management to ensure that every patient has the best possible medical care at the highest medical standards.
  • Your role: to comply with the prescribed ear or eye healthcare treatment and related rehabilitation procedures.
  • Your role: to enquire about the related costs of treatment, managing your health insurance payments (including co-payments and related costs or reimbursements), and making arrangements for payment.
  • We promise to maintain a safe, clean, welcoming, and well-lit environment that makes you feel comfortable during your visit.
  • Your role: to enjoy and utilise our clinic’s facilities in the manner for which they were intended for, and to not abuse, vandalise, or destroy any of our clinic’s property, equipment, or materials.
  • We promise to provide feedback and commentary facilities that are easy to access and complete. Every compliment, suggestion, or concern, matters!
  • Your role: to submit your experience at our clinic through any one of the provided feedback options, including: online patient feedback survey/comments, telephonic, or electronic feedback. We appreciate the opportunity to discuss any of your compliments, concerns, or suggestions with you directly – helping us provide you with the best possible experience at the Ear & Eye Clinic.