Connect With Changes

Don’t rely on a single Google result or a flashy social page. Ask the caller for the facility’s physical address, registration or licence number and the names and professional registration numbers of clinical staff (HPCSA for doctors/psychs, or relevant nursing/therapy registers). Cross‑check the facility against the Department of Social Development’s list of substance treatment programmes and look for a verifiable landline or fixed business number rather than only a private mobile. Call the number from a different phone and ask to speak to the clinical manager; request an intake form emailed to you and confirm the return address matches the facility. If they pressure you to pay cash up front, give vague details, or refuse to provide a professional’s registration, treat that as a red flag and walk away.

Expect a quick clinical risk screen: current substance(s), last use, withdrawal history (esp. alcohol, benzodiazepines), current meds, mental health symptoms, suicidal or violent thoughts, and major medical problems. They need this to decide if a medically supervised detox or emergency care is required before admission. You’ll also be asked for ID, medical aid details and next of kin — these are administrative necessities for booking and for POPIA‑compliant record keeping. If you’re calling on behalf of a patient, be prepared: adults can refuse disclosure and staff will explain consent limits. Good admissions staff will tell you clearly whether they can admit immediately, require a referral or recommend an ER. If they give vague answers about medical oversight or avoid withdrawal questions, that’s a problem.

Yes — but it depends on what you request and who consents. Under POPIA and clinical confidentiality rules, centres must protect personal information and will not disclose clinical details to third parties without consent. Many private facilities also offer discreet admissions: meeting at an agreed pickup point, using unmarked transport, and keeping the client’s physical location private. However, confidentiality has limits: if there’s a risk of harm to the person or others, staff must act and may notify emergency services. For minors or court‑ordered placements different rules apply — guardians and legal authorities may need to be involved. Ask admissions up front for their confidentiality policy in writing and exactly how they handle phone enquiries from family members.

If the person is acutely intoxicated and unresponsive, has breathing problems, shows signs of severe withdrawal (confusion, tremors, hallucinations, seizures), has active suicidal or homicidal intent, or is medically unstable (chest pain, severe vomiting, head injury), call emergency services or go to the nearest ER. Many Northcliff‑area programmes are psychosocial and cannot manage complex medical detox or acute psychiatric crises; a proper admissions team will immediately refer those cases to a hospital or a facility with 24/7 medical cover. Don’t allow admissions staff to downplay these symptoms to secure a bed — insist on medical clearance if needed.

Medical aid status changes the conversation at intake. If the patient is on medical aid, admissions must give you the facility’s scheme code, tariff codes and a written estimate so you can get preauthorisation — many funds won’t pay without it. If authorisation is pending, some centres will hold a bed for a short time; others require payment and refund later. If you’re self‑funding, ask for an itemised admission quote and the facility’s banking details and ensure the account belongs to the registered entity. Always get a written financial agreement before transfer. Finally, check whether the facility is on your medical aid’s provider list — if a centre is out‑of‑network, you’ll face higher costs and your admissions contact should be upfront about that.