FAQ

Frequently Asked Questions

WHAT IS THE FIRST STEP?

Whether you are a medical patient in need of domiciliary healthcare nursing services, or a company looking for Occupational Health and Corporate Wellness services, you need to contact us either via telephone  (+27) 61 414-5975 or email casemanager@xtended.co.za so that we can arrange to discuss your requirements with you.

HOW DO NEW PATIENTS REGISTER WITH YOU FOR NURSING SERVICES?

You need to complete a Patient Enrolment form which details all the contact information for the patient, spouse, and family, brief medical history, current ailments/illness, plus medical aid membership details if applicable. Copies of our Patient Enrolment form and our Terms of Business are available from our Care Managers.

WHY DO YOU ASSESS NEW PATIENTS AFTER THEY ARE REGISTERED?

Our assessment process begins when you make your first contact with us. We talk to you about the service you want and begin to understand what we need to do to meet your requirements.

Our Care Managers may arrange a visit to see the patient in hospital, or at home, or other domiciliary location, to gather nursing information about the patient from all the people involved in the clinical care of the patient, including physicians and family members, in order to provide a bespoke, patient focused Care Plan. During the assessment process, we will also determine if any specialised equipment and medical supplies are necessary such as mechanical ventilators, suction machines, nebulisers, oxygen concentrators, intravenous drips, etc.

Our Care Plan will be developed and agreed to ensure that we all know what we aim to achieve. Our Care Plans are not fixed or inflexible, but are ‘dynamic’, which means that we are able to adapt to the specific needs of our patient should they change.

DO YOU GET INVOLVED IN HOSPITAL DISCHARGE?

Most definitely!

It’s imperative that the Hospital Discharge Plan is discussed and agreed between the hospital staff, nursing team, and family to coordinate, discharge medicines, ambulance/transfer, the deployment of nursing resources and medical equipment at home or any other domiciliary location.

Depending on the complexity of care, nurses and equipment to be used may be deployed in hospital prior to discharge for orientation purposes. Sometimes, our nurse(s) will spend a few hours with the hospital physiotherapist prior to patient discharge to go through active, passive and occupational physiotherapy routines that they need to perform on the patient at home.

In most situations, our nurse(s) will assist or accompany patient and family with the discharge and transfer.

DO YOU WORK WITH MEDICAL SCHEMES?

Do you work with my Medical Aid?
We are registered with ALL the Medical Schemes in South Africa.

The scheme rules vary from one scheme to another, as do the benefits available for nursing services, but we can guide you through the process of obtaining Letters of Motivation and other documents required by Medical Schemes when requesting authorisation for our services.

Should you wish to utilise our services before you receive authorisation from your Medical Scheme, you may be required to provide a deposit to cover our services should your Medical Scheme decline your authorisation request.

As with authorisation requests, we can also assist you in the submission of your claims.

Do I need referral?
When requesting authorisation for our services from your Medical Scheme, you will need a referral “Letter of Motivation” from the patient’s treating doctor, which must include a brief note of clinical history, recent and current therapies/treatments, motivation for nursing support, and the “ICD10 codes” (medical abbreviations used by your doctor), our medical practice name “Complete Healthcare Services“, and our medical practice number “0230871“.

In addition to the Letter of Motivation, you will also need our “Nursing Assessment“.

HOW LIVE-IN CARE WORKS!

What is Live-in care?
It’s a 24/7, one-to-one service, shaped by each individual client’s situation and needs. Unlike having a nurse visit each day, live-in nurses ensure someone will be there throughout the day and night.

Live-in care is preferred by most of our clients as visiting nurses must be locally based, whilst live-in nurses are deployed from locations across the nation, which means they not only meet the required nursing care needs, but may have additional skills over and above expectations.

What is included in Live-in care?
Primary duties are to administer nursing care, and to assist where necessary, with light housekeeping and normal tasks that the client is unable to undertake (food preparation, washing patients clothes and bedding, running errands, etc.). There is no hard and fast rules, as it is all about supporting the client. Our live-in nurses often become part of the family and even accompany patients on holidays and visits.

What is the cost of Live-in care!
There are no additional charges for live-in care, provided that there is a separate bedroom available, and food is provided by the family. Each nurse, whether visiting or live-in, is charged at the same Daily Rate (based on a 12 hours).

How many hours does Live-in care cover?
Though live-in care is a 24 hour service, typically the nurse is available for 12-16 hours, and unavailable for 8 hours of sleep. Unlike the working times for visiting nurses which is normally 7am -7pm or 7pm-7am, live-in care is tailored to the client’s routine, time-table and specific needs.

If you require or choose to have 24 hour supervision or around-the-clock care, due to complex care needs (pressure care with 2 hourly turning, intermittent suctioning, mechanical ventilation, constant oxygen, PEG feeds, etc), multiple Live-in nurses will be needed.

HOW AND WHEN DO YOU BILL FOR PATIENT SERVICES?

When do you invoice for services?
Invoices for services rendered are normally raised during the course of the month, and are presented at month end or during the month on completion of service.

When is my account due for payment!
Invoices are due for payment on presentation and are either presented to you via email or your Medical Scheme electronically, or both, as appropriate and agreed with yourself.

Can you submit claims to my Medical Scheme on my behalf!
In most instances, we can submit invoices for services rendered as electronic claims to your Medical Scheme, on your behalf, if directed to do so.

What if my scheme does not pay my claim!
Normally, what a Medical Scheme authorises, is what a Medical Scheme pays, but in some instances, your claim may not be paid in full should your benefits or savings become exhausted. In any event, you will be liable for any unpaid portion of a claim.