FAQ

• Through the C-Care Mobile App (Google Play & App Store)
• On the C-Care website by submitting an appointment request (a member of our team will contact you to confirm your booking) or by booking directly online
• By calling our Contact Centre:
  • • C-Care Wellkin: 605 1000
    • C-Care Darné: 601 2300
    • C-Care Grand Baie: 601 2500
    • C-Care Tamarin: 484 0600
    • C-Lab: 86888
    • Dentcare: 605 1600
• By visiting your preferred C-Care facility in person

For some specialists, appointments are managed directly by their private secretary. If this applies to your doctor, you can contact the C-Care facility where they consult, and our team will connect you with their secretary to assist with your appointment.

Waiting times vary depending on the doctor’s specialty, availability, and the urgency of your medical needs. Our teams will always do their best to offer you the earliest available appointments.

If you require urgent medical attention, we recommend visiting one of our Emergency Departments or calling an ambulance by dialing 118, rather than waiting for a scheduled consultation.

• Prepare a personalised cost estimate based on your doctor’s treatment plan
• Guide you through the pre-admission process
• Assist with insurance pre-authorisations, where applicable
• Explain your estimated hospital costs and insurance coverage
• Answer any non-clinical questions you may have before your procedure. For clinical questions, the team will connect you with the appropriate healthcare professional or help obtain the information you need from the relevant clinical team.

If your doctor recommends a planned surgery or procedure, they will provide you with a prescription. Simply bring this to the PACS Desk at your hospital.

The PACS Desk is a walk-in service, so no appointment is required. If you are unable to visit the hospital after your consultation, you can also contact the team by phone, email, or WhatsApp (where available), and they will guide you through the process.

PACS Desk Contact Details

C-Care Darné

Ground Floor

601 2524

5422 4098 / 5499 3221

preadmission@cliniquedarne.com

Monday to Friday: 8:00 am – 5:00 pm
Saturday: 8:00 am – 12:00 pm
Sundays and Public Holidays: Closed

C-Care Wellkin

Main Lobby – Ground Floor

605 1019

5509 1262

preadmission@wellkinhospital.com

Monday to Friday: 7:00 am – 8:00 pm
Saturday: 7:00 am – 4:00 pm
Sundays and Public Holidays: Closed

C-Care Grand Baie

Main Lobby – Ground Floor

601 2503

N/A

Preadmission.grandbaie@C-Care.mu

Monday to Friday: 6:00 am – 5:00 pm
Weekends and Public Holidays: 8:00 am – 5:00 pm

Please bring:

• Your doctor’s prescription, along with any relevant medical reports
• Your national ID card (or birth certificate for children)
• Your insurance card or proof of medical insurance (if applicable)
• Any requested test results or other medical documents

Yes, you are welcome to have a family member or caregiver accompany you during your visit to the Pre-Admission & Counselling Services Desk if you wish. For children, a parent or legal guardian must be present.

During these sessions, our team helps you understand your planned admission, provides a personalised cost estimate, explains your insurance coverage (where applicable), answers any questions you may have, and guides you through the administrative process before your treatment.

• Within 24 working hours for most planned surgeries or procedures
• Within 48 working hours for more complex procedures requiring procurement of external implants or prostheses
• Within 12 hours for patients who have already been admitted to the hospital

In urgent cases, your cost estimate will be prioritised and prepared as soon as possible, subject to the availability of all required clinical information and supporting documents.

Once ready, your cost estimate can be sent to you by email or collected directly from the Pre-Admission & Counselling Services (PACS) Desk at your hospital.

• Hospital room charges
• Operating theatre charges
• Medications, consumables, and medical equipment
• Surgeon, anaesthetist, and assistant surgeon fees, where applicable
• Fees for other specialists involved in your care, where applicable
• Laboratory tests, imaging, and other investigations, if required
• Prostheses or implants, if required
• Specific medical or surgical equipment to be used during your procedure
• Blood transfusion and related services, if required
• Physiotherapy or other specialist services, if required
• Applicable hospital packages, where available and subject to eligibility

The items included in your cost estimate will depend on the type of procedure, the expected length of stay, the involvement of other specialists, the equipment and services required, and your individual treatment plan.

This may include changes to your treatment plan, the length of your hospital stay, medications, consumables, implants, investigations, or any additional care required due to your clinical condition or unforeseen medical circumstances.

For planned admissions, C-Care aims to keep the final bill as closely as possible to the original cost estimate. If your treatment changes significantly, our team will make every effort to keep you or your next of kin informed.
You may also request an update on your ongoing bill at any time during your hospital stay.

Once we receive your doctor’s treatment plan and the required clinical information, our Pre-Admission & Counselling Services (PACS) team will prepare a personalised cost estimate based on your planned care. This helps ensure you receive the most accurate information possible before your admission.

Every patient is unique, and treatment is tailored to their individual clinical needs. Even for the same procedure, costs may vary depending on factors such as your medical condition, the complexity of your treatment, the type of room you choose, the medications, consumables, or implants required, the investigations performed, and the length of your hospital stay.

• Hospital room charges
• Surgeon, anesthetist, and other doctor fees
• Operating theatre charges
• Medications, consumables, and medical equipment
• Laboratory tests, imaging, and other investigations
• Procedures and treatments received
• Pre-operative services (where applicable)

The items included on your bill will depend on your individual treatment plan and clinical needs.

If you have any questions about your bill or would like clarification on any item, please contact our Billing Department. Our team will be happy to review your bill with you and answer any questions you may have.

Billing Department Contact Details

Our goal is to provide high-quality care in a safe and comfortable environment while ensuring you understand the services included in your treatment and feel confident about your bill.

At C-Care, prices are determined using a structured pricing methodology that considers the clinical and operational resources required to deliver each service safely and effectively. This includes factors such as the complexity of the procedure, clinical expertise, medical equipment, medications, consumables, facility costs, and the level of care required.

Because every patient is different, the final cost of treatment may vary depending on individual clinical needs, including the investigations performed, medications used, implants required, and length of stay.

To help you plan with confidence, C-Care provides a personalised cost estimate for all planned surgical admissions. Our aim is to ensure you understand the expected costs of your treatment before your admission and to provide transparent, predictable pricing whenever possible.

This will depend on your individual medical condition and the type of surgery you are having. Please follow the advice of your treating doctor, who will let you know which medications or supplements you should continue, adjust, or stop before your procedure.

If you are insured, the amount you pay out of pocket may differ depending on your insurance policy, level of cover, coverage limits, or services and items that are not covered by your insurer. Whenever possible, our team will help you understand your coverage and any costs you may be responsible for before your treatment.

If you are insured, the amount you pay personally may vary depending on your insurance policy, including your level of cover, coverage limits, or services and items that are not covered by your insurer.

Doctors are independent practitioners, and their fees may not always be fully covered by your insurance policy.

If your insurer only covers part of the doctor’s fees, you or your representative will need to pay the difference before or at the time of admission. Our team will explain any additional amount payable once the insurer’s coverage has been confirmed.

Before your planned admission, C-Care will submit a GOP request to your insurer or employer on your behalf. Once approved, we will bill the approved amount directly. You will only be responsible for any costs that are not covered under your policy, such as coverage limits, exclusions, or services outside your coverage.

Depending on your insurance policy, you may still be responsible for costs related to coverage limits, exclusions, or services that are not covered by your insurer. If your final treatment costs exceed the approved GOP amount, you will also be responsible for the remaining balance.

Whenever possible, our Pre-Admission & Counselling Services (PACS) team will explain your insurance coverage and any expected out-of-pocket costs before your admission.

We also recommend reviewing your health insurance policy in advance, including its terms and conditions and any applicable exclusions, so you have a clear understanding of your coverage.

Our billing team will also help you understand your insurance coverage and explain any costs that may remain your responsibility.

We also recommend reviewing your health insurance policy in advance, including its terms and conditions and any applicable exclusions, so you have a clear understanding of your coverage.

• Swan Insurance
• Mauritius Union Assurance (MUA)
• SICOM
• Eagle Insurance
• NIC
• Linkham Services
• Medscheme
• Sanlam Allianz
• SES Pty
• MSO
• AIMS
• IMA
• Henner
• Cigna
• GMA
• VYV – CFE
• April Mobility
• Europ Assistance
• International SOS
• Unisure

As coverage varies by insurer and policy, we recommend contacting our team before your admission to confirm your benefits and any potential out-of-pocket costs.

If your insurer is not listed above, please get in touch with us. We’ll be happy to advise you, as our accepted insurance partners and coverage arrangements are continually evolving.

If you have any questions about your bill or insurance coverage during your stay, please don’t hesitate to speak with a member of our billing team, who will be happy to assist you.

If your insurer requires additional information or has not yet approved the GOP, we may ask you to contact them to help avoid any delays to your admission.

We also recommend reviewing your health insurance policy in advance, including its terms and conditions, benefits, and any applicable exclusions, so you have a clear understanding of your coverage.

If your revised treatment is not fully covered by your insurance, or additional costs are expected, our billing team will explain these to you or your next of kin as soon as possible.

In the event of a life-threatening emergency, as assessed by our medical team, life-saving treatment will not be delayed. Once the patient has been stabilised, our team will discuss the available options and next steps, which may include transfer to a public hospital where appropriate, as well as any applicable payment arrangements.

• Cash (up to Rs 500,000, in accordance with the Financial Intelligence and Anti-Money Laundering Act (FIAMLA))
• Credit and debit cards
• Bank transfer
• Juice
• Bank cheque
• Medical insurance (where applicable)

C-Care does not accept personal or company cheques.

If you have any questions about payment options before your admission, our Pre-Admission & Counselling Services (PACS) team will be happy to assist you.

Yes. The amount you need to pay will depend on the type of admission and whether you are paying for your treatment yourself or using medical insurance.
For a planned admission:
• Self-paying patients are generally required to pay the estimated cost of treatment before admission.
• Insured patients are required to pay any amount not covered by their insurer, based on the Guarantee of Payment (GOP) received from the insurance company.

For planned medical or surgical admissions, your deposit is based on the cost estimate prepared by the hospital.
For an emergency admission, the deposit for a self-paying patient is calculated based on the treatment and services expected to be required at that stage. As your care progresses, the amount may be reviewed and adjusted according to your actual treatment needs.

Please note that a cost estimate is not a final bill. The total cost may change depending on your medical condition, treatment, length of stay, medication, consumables and any additional services required.

In a life-threatening emergency, the medical care required to stabilise your condition will not be delayed because a deposit has not yet been paid.

Once you have been stabilised, our team will explain the estimated cost of any further treatment and discuss the applicable deposit and payment arrangements with you or your representative.

For a planned admission, you can speak to our Pre-Admission and Counselling Services (PACS) team about your cost estimate, insurance coverage and any amount you may need to pay.

During your admission, our Billing team can explain any additional charges or changes to the amount payable. We encourage you to ask questions if anything is unclear.

A deposit contributes towards the anticipated cost of your care and helps clarify your expected financial responsibility from the beginning of your admission. It also allows the hospital to responsibly manage the medical resources, medication, consumables and services required for your treatment while ensuring that care remains available to all patients.

For insured patients, the deposit may also cover amounts not included in the Guarantee of Payment provided by the insurer. Your final bill will be based on the treatment and services you actually receive.

Fee-for-service billing

Each service, item or treatment provided during your admission is charged separately. Your bill may include doctors’ fees, room charges, procedures, medications, consumables, laboratory tests, imaging and other services. The final amount depends on the care and resources you actually receive.

Fee-for-service billing applies when you do not select a package before admission or when your care does not meet, or can no longer follow, the predefined conditions of the package.

Package billing

A package combines a predefined set of services for an eligible planned surgical admission at an agreed price. Each package has specific inclusions, exclusions, conditions and, where applicable, limits.

A package must be selected by the patient before admission following a discussion with the Pre-Admission & Counselling Services (PACS) team. It is not automatically applied or selected by the hospital. The PACS team will explain the available billing options and what the package includes and excludes so that you can make an informed choice.

If additional or unexpected care is required and your treatment no longer meets the package conditions, the package will no longer apply and your admission will be billed on a fee-for-service basis.

Each charge is listed separately, along with the quantity, unit cost, and total amount.

If you selected a package and your care remained within its predefined conditions, the agreed package price will be shown on your bill. If additional or unexpected care was required and your treatment no longer met the package conditions, the package would no longer apply, and your admission would be billed on a fee-for-service basis with the individual charges itemized.

If you have any questions, our billing team will be happy to explain any item or charge in detail.

Unlike fee-for-service billing, where each service is charged separately, a package combines the services and resources normally required for a standard procedure into one price. Depending on the procedure, this may include operating theatre time, medications, consumables, implants, the expected length of stay, and doctors’ fees.

Before admission, the Pre-Admission & Counselling Services (PACS) team will discuss the available billing options with you and clearly explain what the package covers. You may then choose whether to proceed with the package.

A package applies when the planned procedure and recovery follow the predefined treatment pathway. If additional or unexpected care becomes necessary and the treatment no longer follows that pathway, the package will no longer apply. The admission will then be billed on a fee-for-service basis, and the PACS team will provide a personalised cost estimate based on your updated treatment plan.

If you have any questions about your bill or would like clarification on a particular charge, our billing team will be happy to review it with you and explain how it relates to your treatment.

For planned procedures, we provide a personalised cost estimate before admission whenever possible. While your final bill may vary if your treatment or clinical needs change, every charge reflects the care and services you actually received.

If you have any questions about your bill or would like clarification on any item, our Billing Department will be happy to review it with you and explain any charges.

If you have any questions about a specific item on your bill, our billing team will be happy to explain why it was used and how the charge was calculated.

If your bill needs to be revised, we will explain the reason for the adjustment and provide you with an updated bill. If you believe a charge on your bill is incorrect or do not understand why it has been included, please contact our billing team as soon as possible so we can review it with you and address any concerns.

Our goal is to ensure your bill is accurate, transparent, and easy to understand.

If your query cannot be resolved immediately, it will be escalated to the appropriate team manager for further review.

Once a billing error has been confirmed and the refund has been approved, C-Care aims to process refunds within 7 to 10 working days, in accordance with our financial procedures. Our team will keep you informed of the expected timeline throughout the process.

Our teams will coordinate the administrative and insurance processes, where applicable, and explain how your charges will be presented and settled. You will receive one final bill covering your care across the facilities, which will be issued and settled at the hospital where you are discharged.

If you have any questions following a transfer, our billing team will be happy to assist you.

For planned procedures, your cost estimate will clearly identify the applicable hospital charges and doctors’ fees, so you understand the expected costs before your admission.

If you would like further reassurance, you are also welcome to seek a second opinion. At C-Care, we support patients in making informed decisions about their healthcare and respect your right to fully understand your diagnosis and treatment options before proceeding.

Yes. Seeking a second medical opinion is your right as a patient and can help you make an informed decision about your healthcare. If you would like a second opinion, please speak with your treating doctor who can guide you through the process.

Your treating doctor decides which tests, scans, or treatments are medically appropriate based on your individual condition, symptoms, and clinical needs. These decisions are made independently and in your best interests to support the most appropriate care.

No, doctors are not paid more for prescribing additional laboratory tests or imaging examinations. Decisions about which tests or investigations are needed are based solely on your individual clinical condition and medical needs, with the aim of supporting an accurate diagnosis and appropriate treatment.

Doctors’ professional fees are determined by individual doctors, not by C-Care. Hospital charges, such as room accommodation, operating theatre fees, nursing care, and other facility-related services, are determined by C-Care.

For planned procedures, your cost estimate will clearly identify the applicable hospital charges and doctors’ fees, so you understand the expected costs before your admission.

No, a doctor's practice at other hospitals does not affect the care you receive or the way you are billed at C-Care. Your treatment and hospital charges are based on the care and services you receive during your visit or admission at C-Care.

In life-threatening emergencies, treatment will not be delayed, and your next of kin will be informed as soon as possible.

If the change in your level of care is expected to affect the cost of your treatment, our team will explain the financial implications to you or your next of kin as soon as reasonably possible.

If you require additional copies of your medical records or test results, you can request them from the relevant C-Care facility. For confidentiality and security reasons, you will be asked to provide valid identification, such as your National Identity Card or passport.

For a complete list of your rights and responsibilities, please refer to our Patients’ Rights and Responsibilities page: https://c-care.com/mu/patients-info/patient-rights-responsibilities/

This includes:

• Accreditation by the Capita Health Knowledge System (CHKS), a UKAS-accredited, internationally recognised healthcare accreditation body whose standards are aligned with the International Society for Quality in Health Care (ISQua) and internationally recognised best practices.
• ISO certification (ISO 15189, ISO 9001) for applicable services, including our laboratories, demonstrating compliance with internationally recognised quality management standards.
• Clinical governance committees that monitor patient safety, quality of care, and clinical outcomes.
• Evidence-based clinical protocols, pathways, and guidelines.
• Regular internal audits to measure compliance with our policies, standard operating procedures (SOPs), and quality standards.
• Independent external audits to assess compliance with recognised healthcare quality and patient safety standards.
• Ongoing quality improvement programmes and clinical audits to identify opportunities for improvement.
• Ongoing education, training, and competency assessments for healthcare professionals, including Objective Structured Clinical Examinations (OSCEs).
• Infection prevention and control programmes.
• Incident reporting and learning systems that help identify opportunities for improvement and reduce the risk of future events.
• Patient feedback, which plays an important role in continuously improving the quality, safety, and patient experience of our services.
• External clinical certification programmes for specific services. For example, C-Care Wellkin has achieved Angels certification for stroke care, with C-Care Darné currently working towards certification, helping ensure our stroke management pathways align with internationally recognised best practices.

Together, these measures help ensure our patients receive safe, high-quality care that meets internationally recognised standards while fostering a culture of continuous learning and improvement.

• Your nurse
• The Patient Care Officer assigned to your ward
• The Shift Leader

You can also:

• Scan the QR code displayed on posters throughout our facilities or available at the administrative desk in your ward
• Email, call or visit the Patient Service Desk

If your concern cannot be resolved immediately or you wish to submit a formal complaint, our team will explain the process and ensure it is directed to the appropriate department.

Each concern or complaint is investigated by the appropriate teams to identify its root cause. Based on the findings, we implement corrective and preventive actions to address the issue and reduce the likelihood of it happening again.

We keep patients informed throughout the process whenever possible and respond to all complaints. The insights gained from patient feedback are also used to improve our processes, strengthen patient experience, and enhance the quality and safety of the care we provide

• Non-clinical complaints (such as administrative, billing, or service-related concerns) are typically resolved within 10 working days.
• Clinical or medical complaints may take 15 to 45 working days, as they often require a detailed clinical review, discussions with the healthcare professionals involved, and, where appropriate, review by clinical governance teams.

If additional time is required, the patient experience manager will keep you informed of the progress and expected timeframe for resolution.

If the charges were submitted through your insurer, we will also work directly with the insurer to make any necessary adjustments.

Visiting hours may occasionally change depending on a patient’s clinical needs or infection-control measures. Please confirm with the relevant hospital before your visit.

Throughout a patient's hospital stay, the treating doctor and nursing team will keep the patient and, where appropriate, their designated next of kin informed about their condition, treatment plan, and progress. We encourage patients and their families to ask questions at any time so they can make informed decisions about their care.

We understand that waiting for updates can be stressful. Our teams are committed to keeping you informed and appreciate your patience, as their priority is providing safe, uninterrupted care to all patients.

Where the patient is able to make their own healthcare decisions, their wishes will guide their care. If the patient is unable to make decisions, discussions will take place with their designated next of kin or legally authorised representative, in accordance with applicable laws and C-Care policies.

If you remain concerned after speaking with the medical team, you have the right to request a second medical opinion. Your treating doctor can help facilitate this process and provide the information needed to support your decision.

Internal audits are carried out throughout the year according to a structured audit programme, with findings reviewed by our teams to identify opportunities for improvement and strengthen our processes.

In addition, our hospitals undergo independent external assessments, including accreditation audits every three years and annual surveillance audits by CHKS (Capita Health Knowledge System). These reviews assess areas such as clinical quality, patient safety, governance, documentation, and operational processes, helping us continuously improve the care and services we provide.

To improve billing transparency and patient understanding, we have implemented or are strengthening several initiatives, including:

• Personalised cost estimates for planned admissions through our Pre-Admission & Counselling Services (PACS).
• Pre-admission counselling to explain expected costs, insurance coverage, and the admission process.
• A goal of keeping final bills as close as possible to the original cost estimate for planned admissions whenever clinically possible.
• The ability for patients to request updates on their ongoing hospital bill during their stay.
• Detailed, itemized final bills and access to our Billing Department to answer questions or clarify charges.
• A dedicated FAQ and educational resources to explain billing, insurance, packages, and healthcare costs.
• Clearer communication materials throughout our hospitals and digital channels to help patients better understand the billing process.
• Continuous review of our billing processes, patient feedback, and audit findings to identify opportunities for improvement.

Our goal is to ensure every patient has the information they need to understand their care, their costs, and the services they receive.