VisionCare Eye Clinic Business Plan › Section 6 › Operations Plan

6.1 Clinical Service Delivery Model

VisionCare operates a multidisciplinary hub-and-spoke clinical model
within a single facility. The patient journey is designed for minimal
friction and maximum clinical value per encounter:

1. Arrival and digital check-in at a self-service kiosk, verifying
   medical-scheme membership in real-time.
2. Pre-screening workup by an ophthalmic nurse — visual acuity,
   auto-refraction, tonometry — before the patient sees the clinician. This
   saves 8–10 minutes of clinician chair-time per encounter.
3. Primary consultation with the optometrist or (Phase 2)
   ophthalmologist. Diagnostic tests ordered are executed in dedicated
   imaging rooms while the clinician sees the next patient, then the
   patient returns for interpretation and plan discussion.
4. Dispensing and check-out: the dispensing optician walks the
   patient through frame selection and lens options; the billing
   coordinator processes scheme claims in real-time via integrated
   EDI.
5. Follow-up and recall: the EMR system automatically schedules
   appropriate follow-up appointments and sends annual-recall SMS
   reminders.

This flow targets a patient-through-the-door time of 45–55 minutes
for a full examination including dispensing — materially shorter than
the 70–90 minutes typical in hospital-based ophthalmology clinics and
comparable to the best-in-class retail optical experience.

6.2 Premises, Layout & Equipment Schedule

The primary site will occupy approximately 320 square metres in a
well-trafficked retail or medical-park location within the agreed
catchment area. The layout allocates space as follows:

Core Equipment Schedule

The clinical equipment investment totals R 3.20 million in Phase 1,
with a further R 2.40 million committed to Phase 2 surgical capability.
All equipment is sourced from tier-1 global manufacturers under
five-year service contracts:

6.3 Clinical Governance, Quality & Patient Safety

A documented Quality Management System (QMS) is central to both
clinical safety and investor assurance. The QMS comprises:

• Standard Operating Procedures (SOPs) for every
  clinical pathway, developed against HPCSA guidelines and OSSA
  best-practice protocols.
• Monthly morbidity & mortality review chaired
  by the Chief Medical Officer, with all adverse events, near-misses, and
  complications reviewed and corrective actions logged.
• Outcome-metrics tracking including
  cataract-surgery visual-acuity outcomes, endophthalmitis rate, posterior
  capsule rupture rate, and refractive outcome precision — all benchmarked
  to published international standards.
• Patient complaint and compliment register
  reviewed monthly, with root-cause analysis for every formal
  complaint.
• Infection prevention and control (IPC) protocols
  for instrument sterilisation, surface decontamination, and theatre
  etiquette, audited quarterly.
• Annual clinical audit by an external
  ophthalmologist not employed by the Company, with audit reports tabled
  at board meetings.

6.4 Technology, EMR & Data Protection (POPIA)

VisionCare operates on a single integrated technology stack anchored
by an ophthalmology-configured Electronic Medical Records (EMR) system
(shortlisted options include GoodX, Elixir-Live, and HealthOne). The EMR
integrates with diagnostic devices via DICOM interfaces so that OCT
scans, visual fields, and fundus photographs are automatically filed to
the patient record, eliminating transcription risk.

The practice-management layer handles real-time medical-scheme
eligibility verification, Electronic Data Interchange (EDI) claim
submission, and reconciliation with scheme remittances. Point-of-sale
functionality extends to the optical retail side, with inventory tracked
at frame-SKU level.

POPIA compliance is embedded rather than bolted on: all patient data
is encrypted at rest and in transit, a registered Information Officer is
appointed at launch, a documented Data Processing Agreement is in place
with every third-party processor (including the cloud EMR vendor), and
an incident-response protocol addresses data-breach notification to both
the Information Regulator and affected data subjects within statutory
timelines.

Confidential — this business plan is provided to prospective investors and lenders for evaluation purposes only and may not be reproduced or distributed without the written consent of VisionCare Eye Clinic (Pty) Ltd.