Frequently Asked Questions
Most of the questions you may need to know about case are in this section
WHAT HAPPENS DURING REGISTRATION?
At the reception, you will be registered on a first come first served basis unless it is an emergency. All your relevant file data will be recorded if you are a new patient and insurance patients will fill a medical insurance claim form. Cash patients will be asked to pay consultation fees. Depending on which doctor is to be seen, consultation fees differ. Repeat patients will fill in a claim form if they are on insurance and all patients will be requested to sit and wait for the patient guide’s advice. Each patient gets a unique identification number that be used to retrieve their data on any repeat visit. The time of your registration will indicated on your file so that the doctor sees you in the order in which you came.
WHAT HAPPENS IN THE CONSULTATION ROOM?
In the consultation room you will be examined by the doctor and you will be treated depending on the doctor’s findings. You may or may not be sent for investigations for some medical tests.
CAN I GET MY LABORATORY RESULTS ONLINE OR ON PHONE?
At CASE, we encourage patients to personally come for their investigation results. There are rare exceptions to the rule though where we can give your results online.
HOW LONG DO I HAVE TO WAIT FOR MY TEST RESULTS?
This depends on what investigations are being carried out and you will be accordingly advised by your doctor and laboratory technician.
CAN I REQUEST TO SEE THE DOCTOR MOST COMFORTABLE WITH?
Yes you can but this is a subject to availability of the required doctor. All our doctors are good though it’s understandable that some patients build rapport with specific doctors.
WHAT IF, ON DISCHARGE I HAVE TOTALLY FAILED TO RAISE MY OUTSTANDING TREATMENT BALANCE?
The billing clerk will daily update you on your bills and advise you to clear them as they arise. This is done in order to avoid any avoidable financial surprises. If by discharge time you have an outstanding balance, we may have to pent the discharge till you clear your bills, or depending on how long you been our client, we may request that you sign a credit note detailing a payment plan that we shall trust you to follow
HOW DOES THE INSURANCE POLICY WORK?
CASE Medcare handles prepaid policies or premiums that are paid annually and covers both inpatients and out patients. This is independent from CASE Medical Centre Which Manages all patients regardless of whether they are prepaid or not. CASE Medcare takes care of both corporate and personal medical covers.
HOW LONG DO I HAVE TO WAIT BEFORE I SEE MY DOCTOR?
Our average patient turnaround time from the time you register to the time you leave is slightly under or over two hours, all things being constant. There might be explained delays depending on the number or kind of emergencies coming in and it also depends on which doctor you are going to see. We maintain a first come first served policy.
WHO DETERMINES WHICH DOCTOR OR SPECIALIST I SEE?
It is advised to always see the general doctor who will refer you to a specialized doctor if there is need. If you however have a referral from another hospital to see a specialist. You will be advised by the receptionists on their availability and time. There are specific doctors that you can see directly without going through the GP, e.g the dentist and ophthalmologist, etc.
HOW CONCRETE IS THE PATIENT’S CONFIDENTIALITY POLICY?
Our records and archives department is very secure and all staff that handle patient’s files have signed the hospital patient confidentiality policy.
ARE ALL SPECIALISTS AVAILABLE AT ALL TIMES?
We are one stop specialist center and have in house and visiting specialists and there is a board at the front office with the different specialists and their clinic times, you can always call our front office and be advised on the specialist’s availability before you visit the clinic.
IF I AM A CASH PATIENT, WHERE DO I PAY?
If you are an outpatient you will pay at the cash office in the outpatient department but if you are admitted, a billing clerk will visit your ward and advise you on the bill and payment plan.
WHY DOES IT SEEM LIKE SOME PEOPLE SEEN FASTER THAN OTHERS?
Someone can only jump the queue if they are an emergency or if they had a prior appointment with the doctor. Sometimes people are called in for results that have been pending. We always ensure that the patient advisors communicate the reason for these unique and rare scenarios to the waiting patients.
CAN I OR MY FAMILY HAVE A MONTLY HEALTH MANAGEMENT PLAN?
Individuals, families or groups can have a monthly health management cover. We open accounts for the client in form of a book or files and monthly payments are made on the accounts.
MUST ALL PATIENTS GO THROUGH THE LABORATORY?
Not all patients must go through the laboratory although the indications following the doctor’s examination may require you to.
CAN I GET ALL THE DRUGS I NEED AT THE HOSPITAL PHARMACY?
We have a very wide range of drugs and in the rare event that we have a stock out, we shall ensure that we do get the drugs to the patient as soon as is practically possible.
ARE ALL LABORATORY TESTS CARRIED OUT AT CASE?
Almost all laboratory tests are carried out at CASE but the highly specialized tests are outsourced highly reputable laboratories in USA and South Africa.
WHEN DO NEED TO CALL FOR AN AMBULANCE AND WHAT IS THE PROCEDURE?
The ambulance is purely for emergencies. Emergencies can be defined as life or limb threatening experiences. When an emergency call comes through, a clinical personnel will talk to the caller and decide whether to send an ambulance or not and the patient will be advised.
WHY SHOULD I PAY A DEPOSIT BEFORE I AM ADMITTED?
This is more or less a commitment fee as much as it also helps us in the initial operational costs of the patient. This also eases the patient’s future burden of bulk payments.
WHOM DO I TALK TO ABOUT A MEDICAL INSURANCE SCHEME?
CASE Medcare is the department in charge of medical insurance and it has professional staff that will answer all related queries.
+256 (0) 772 888 324/ 701888325 / _+256 (0)776 641736 / 0752641736
Plot 69/71, Buganda Rd
P.O Box 4547, Kampala Uganda
Tel: +256 (0)312 261123/250362
WHAT IF I DON’T GET BETTER?
You will definitely get better but how soon you recover depends on when you came for treatment after you felt unwell, you age, your natural response to the treatment and the kind of sickness among other factors. You are encouraged to communicate to your doctor any concerns you may have regarding your recovery.