Here MHR personnel (panel members) and prospective candidates will find answers to the most frequently asked questions regarding our company, daily operations, policies and procedures. For any further questions, please contact your local MHR office.

1. AFTER-HOURS CALL CENTRE

After-hours Call Centre Number 
T +27 21 861 6100

Operating Hours

  • Monday - Friday: 04:00 – 08:00  |  16:00 – 22:00
  • Saturday, Sunday and public holidays: 04:00 – 22:00

2. ASSESSMENT & ORIENTATION

2.1 What is a competency-based assessment?

A competency-based assessment includes the following according to your profession and field of specialisation:

  • Theoretical assessment 
  • Practical skills assessment
  • Individual interview

2.2 Does everyone need to complete a competency-based assessment?

It depends on your profession and employment status. Contact your local MHR office for more information.

2.3 How many opportunities do I have to complete an assessment if I have failed the assessment?

You are allowed three opportunities to redo any assessment.

2.4 How long do I have to complete my assessments, including repeat assessments? 

You have five months to complete all the assessments after you have completed the first assessment, including repeat assessments.

2.5 How many days does it take to complete MHR and clinical orientation? (Nursing/Care workers)

  • The duration of MHR orientation will depend on your profession and the client’s requirements
  • The duration of clinical orientation at a client’s facility will depend on your ability to prove competency in the clinical area

Contact your local MHR office for more information.

3. COMPLIMENTS & COMPLAINTS

How can I submit a compliment or complaint?

Visit your nearest MHR office. Alternatively, contact the Assistant Branch Manager or Senior Coordinator at your local MHR branch. You are also welcome to submit a compliment or complaint online.

4. CORONAVIRUS

Limiting the spread of Coronavirus infection and transmission requires the collective effort of everyone in a community. 

MHR understands that the uncertainty around COVID-19 has naturally caused concern among pregnant women and those with young babies. 

A safer future starts with you. The COVID-19 vaccine is our best shot at defeating the Coronavirus together #ourbestshot. 

5. DRESS CODE (UNIFORM & NAME BADGE)

Click on the topic/question below to view the applicable section:

5.1 What is MHR’s dress code?
5.2 Where can I get a uniform pricelist?
5.3 How do I order a uniform?
5.4 MHR name badge

5.1 What is MHR’s dress code?

All personnel are required to wear MHR uniforms as per the dress code policies on our Policies and Documents page.

5.2 Where can I get a uniform pricelist?

The pricelist is available under the Documents section on our Policies and Documents page.

5.3 How do I order uniform?

Visit your nearest MHR office to complete an order form. Alternatively, complete the order form that is available under the Documents section on our Policies and Documents page and email the completed form to your region’s admin email address listed on our Contact page.

5.4 MHR name badge

  • A temporary name badge will be issued to you before client orientation. Please wear this temporary name badge until you receive your permanent name badge
  • A permanent name badge will be ordered for you free of charge after you have worked 60 hours. Kindly visit the applicable MHR office to collect your name badge when you receive an SMS

Contact your local MHR office if you need to replace a lost or damaged name badge.

6. EVENTS (CONTAMINATION & IOD)

Click on the question below to view the applicable section:

6.1 What steps do I follow if I get injured on duty?
6.2 What steps do I follow to report an incident/event?

6.1 What steps do I follow if I get injured on duty? 

  • Any incident involving a patient or equipment must be reported to the unit/department manager immediately
  • The MHR and facility procedure regarding incident reporting must be followed
  • Inform MHR immediately and forward a copy of your completed incident report to MHR

Visit our Policies and Documents page to view our event reporting policy.

6.2 What steps do I follow to report an incident/event?

All injuries sustained during work assigned by MHR must be reported immediately to the manager of the particular department or the manager on duty if it is after hours.

If it is a contamination injury, please follow the steps below:

Needle-stick injury

  • Encourage free bleeding and clean injury site with water
  • DO NOT apply caustic agents or antiseptic agents to the wound

Mucous membrane and/or eye exposure

  • Rinse with water

The line manager or person on call continues to follow the necessary steps as per the injury on duty policy available on our Policies and Documents page. Please ensure that you complete a Near Miss Adverse Event report as specified in our policy. 

7. INDEMNITY

7.1 Non-Mediclinic/non-ER24 Clients - Do I need indemnity insurance if I am working at these clients?

If you work shifts at non-Mediclinic/non-ER24 facilities, you are required to take out your cover at an indemnity insurance service provider of your choice and submit proof of cover to your local MHR office. Please ensure that you renew this cover timeously before its expiry date to avoid temporary deactivation on our system. Please contact your local MHR office to confirm the recommended cover.

7.2 Mediclinic/ER24 Clients - Do I need indemnity insurance if I am working at these clients?

If you are a porter, care worker or healthcare professional (excluding Emergency Centre Doctors) and you are working shifts through MHR at Mediclinic or ER24 facilities, you do not require indemnity insurance, as you will be covered by the client’s insurance.

8. LEAVE

8.1 Leave options available

One hour leave is granted for every 17 hours worked. The following options are available to select from:

  • Option A: Leave does not accrue and is included in your hourly tariff: MHR pays a leave- inclusive hourly tariff to compensate for annual leave
  • Option B: Leave amount accrues and is excluded from your hourly tariff: MHR pays a tariff excluding the leave component as the leave balance accrues separately. Accrued leave balances (exceeding R100) are paid out quarterly at the end of February, May, August and November each year. Accrued leave balances less than R100 are carried over to the next quarterly payment date

8.2 How do I change my leave option?

Contact your local MHR office. Alternatively, complete a new ‘Leave and Personal Tax’ form that is available under the Documents section on our Policies and Documents page and email the completed form to your region’s admin email address listed on our Contact page.

8.3 Sick leave

  • You are entitled to one hour of paid sick leave for every 26 hours worked over a three-year cycle. Your cycle starts on your MHR start date and cannot be carried over
  • Should you be unable to work a confirmed shift due to illness, please notify MHR before your shift commences
  • To claim sick leave for a confirmed shift, hand in an original medical certificate at your nearest MHR office within one month after your sick leave

Visit our Policies and Documents page to view our sick leave policy.

8.4 Family Responsibility Leave

  • Family responsibility leave only applies to MHR employees (A personnel member who only works shifts through MHR and is not permanently employed elsewhere)
  • Family responsibility leave is granted if you have worked for MHR longer than four months on a regular basis (approximately four shifts per week over a four-month period)
  • You are entitled to 24 hours’ family responsibility leave per year from your date of registration with MHR
  • Family responsibility leave includes the death of a next of kin, birth of a child (paternity leave), or when your child (if younger than 18) falls ill
  • To claim family responsibility leave for a confirmed shift, hand in the applicable original proof, e.g. medical certificate, at your local MHR office

Visit our Policies and Documents page to view our family responsibility leave policy.

8.5 Unemployment Insurance Fund (UIF) Benefits (e.g. Maternity Leave)

1% UIF is deducted and paid over to UIF with each payment made, according to the Basic Conditions of Employment Act (BCEA). You are entitled to the following benefits, subject to conditions laid down in the BCEA:

  • Unemployment benefits (dismissal, contract expired and retirement)
  • Sickness benefits (long-term)
  • Maternity benefits
  • Death benefits (family of deceased)
  • Adoption benefits

If you have a UIF claim, please inform the MHR office to which Department of Labour the UI-19 must be forwarded.

NB: If you are going on maternity leave, it is your responsibility to notify MHR in writing of the date on which you intend to commence maternity leave and return to work following maternity leave.

9. PAYMENT

9.1 Who do I contact for payment enquiries?

Contact your nearest MHR office or send an email to your region’s payment email address listed below. You are also welcome to submit a query onlineNB: Please check your payslip before you contact MHR with a payment enquiry. Remember to include your name, surname, date(s) worked, facility name, unit and day/night shift in your email.

9.2 What payment options does MHR offer

MHR offers daily (if applicable in the specific region), weekly and monthly payment options to suit the needs of our personnel. Refer to section 9.3 below for more information. Contact your nearest MHR office to find out which payment options are available in your region.

9.3 How do the different payment options work?

  • Daily*: If we receive your approved register/hours from the client the day after you have worked a shift (before our daily cut-off time), you will be paid the following afternoon. For example, if you worked a shift on a Monday, and it is approved by the client and submitted to MHR on the Tuesday, and you will be paid on the Wednesday. This applies to all shifts, except Friday and Saturday shifts, which, if received and approved by the client on a Monday will be paid on a Tuesday. Please see the table below for more information
  • Weekly*: All approved registers/hours received from the client for the previous week's shifts worked (Monday - Sunday), will be paid on a Friday
  • Monthly Accrual*: If we receive your register/hours from the client for a month’s shifts worked (before our monthly accrual cut-off time), you will be paid on the confirmed mid-month payment date

Please note that if the payment date falls on a public holiday, payment will only reflect the next working day or on a Saturday if the public holiday falls on a Friday.

9.4 How do I change my payment option?

Contact your nearest MHR office or send an email to your region’s admin email address listed on our Contact page. You are also welcome to submit a query online.

9.5 When can I expect to receive payment if a public holiday falls on a weekday?

If the payment date of your shift falls on a public holiday, you can expect payment to reflect the next working day or on a Saturday if the public holiday falls on a Friday. See section 9.3 above for more information.

9.6 Public holiday payment calculation

  • Night before the public holiday*: If your shift is 12 hours (19:00 – 07:00), you will be paid 2 x the night tariff. If you work all your hours on the night before the public holiday (19:00 – 24:00) – in other words, any hours worked between 19:00 – 24:00, you will be paid the normal weeknight tariff
  • Public holiday day*: You will be paid 2 x the day tariff for all the hours worked between 07:00 –19:00
  • Night of the public holiday*: If your shift is 12 hours (19:00 – 07:00), you will be paid the normal weeknight tariff, but if you work all your hours on the public holiday (19:00 – 24:00), you will be paid 2 x the night tariff

In some instances, the above may differ. Contact your nearest MHR office for more information.

9.7 How do I change my banking details?

Contact your nearest MHR office or send an email to your region’s admin email address listed on our Contact page. You are also welcome to submit a query online.

9.8 How is my tax calculated?

  • If you are not permanently employed elsewhere when you join MHR, you are given the option to have your tax contributions deducted on a monthly basis, by either using tax tables or a fixed percentage of your earnings
  • If you are permanently employed elsewhere and only work additional hours through MHR, you are advised to use a fixed tax percentage. This is to ensure that sufficient tax is deducted and that you do not run the risk of having to pay in when you submit your tax assessment to SARS

Contact your local MHR branch should you have any queries. The branch will be able to advise you on the correct contribution to activate on your profile.

9.9 When should I change my tax status, and how do I change my tax status?

If you are no longer a moonlighter (permanently employed elsewhere) or have become a permanent employee, Contact your local MHR office to complete a new ‘Leave and Personal Tax’ form.

9.10 IRP5 Certificates

Upon SARS’ income tax season commencement, you will receive an SMS from MHR informing you that your annual IRP5 certificate is available on SARS eFiling. Contact your local MHR branch after season commencement if you require a copy of your IRP5 certificate.

9.11 Can MHR deduct non-MHR payments, e.g. Council licence fees?

Unfortunately, MHR cannot deduct non-MHR payments, and we advise that you get in touch with the applicable service provider(s).

9.12 Does MHR offer fringe benefits, e.g. medical aid or pension fund?

Unfortunately, MHR does not offer fringe benefits. Click here to view the list of benefits we offer to clients and personnel.

10. PROFESSIONAL COUNCIL REGISTRATION

10.1 What professional council licence documentation does MHR require? 

  • Newly registered personnel member: A certified copy of your current licence (a council e-register may not be submitted)
  • Existing personnel member: A certified copy of your renewed licence for MHR to verify your licence with the applicable council’s e-register
  • Foreign personnel member: A certified copy of your current licence (a council e-register may not be submitted)

10.2 How do I submit my renewed professional council licence?

  • Submit your renewed professional licence to your nearest MHR office or email your licence to your region’s admin email address listed on our Contact page.

10.3 Validity period of professional council licences

  • SANC licence is valid from 1 January - 31 December
  • HPCSA licence is valid from 1 April - 31 March
  • SAPC licence for a pharmacist is valid from 1 February - 31 January, with an extension of three months for late payments
  • SAPC licence for a pharmacist assistant is valid from 1 June - 31 May, with an extension of three months for late payments

Important note:

  • Professional councils may decide to extend their licence period and will notify members on their websites
  • If the council licence expiry date falls on a weekend day, you are required to pay your licence fee on the last working day of the month, not at the end of the month, to ensure your licence is renewed on time
  • Please ensure that you renew your licence on time to avoid the temporary deactivation of your profile on our system

10.4 Visit the professional council websites for more information:

11. REGISTRATION WITH MHR / MHR PROFILE

11.1 How do I change my personal information on my MHR profile?

Contact your nearest MHR office or send an email to your region’s admin email address listed on our Contact page. You are also welcome to submit a query online.

11.2 What are the benefits of registering with MHR?

Click here to view the benefits that we offer to clients and personnel. 

11.3 What should I do if I want to work at a Mediclinic or MHR client in my area? Where do I start?

Visit our Contact page to get in touch with your nearest MHR office or submit a query online. Nursing and care worker candidates are welcome to complete our online screening form to expedite the recruitment and selection process.

11.4 I want to work at ER24. How do I register?

Get in touch with your nearest ER24 branch. You are welcome to refer to the ER24 website https://www.er24.co.za/ to view the ER24 branches countrywide.

11.5 How do I register with MHR?

Visit our Contact page to get in touch with one of our friendly representatives or submit a query online.

11.6 What documents do I require for registration with MHR?

Click here to view the list of documents required for registration with MHR. Note that you can only submit these documents once you have successfully completed our screening and selection process and are contacted by one of our representatives to proceed with the registration process.

11.7 What are the requirements to join MHR?

  • You need to be in possession of all the documents listed on our Documents required for registration page
  • You must be able to provide two professional contactable references not older than five years
  • If you are a healthcare professional, you must have a valid professional council licence

11.8 What should I bring with me if I want to register with MHR?

You first need to complete MHR’s screening and selection process before you can submit the required supporting documents to MHR. Visit our Contact page to get in touch with your nearest MHR office or submit a query online.

11.9 What documents can I submit to confirm registration with SARS?

A SARS income tax notification with your income tax number or an IRP5 certificate of a current/previous employer. Unfortunately, MHR does not accept payslips.

11.10 What do I do if I am not registered with the South African Revenue Service (SARS)?

MHR can assist you with your SARS Income Tax registration. Visit our Contact page to get in touch with your local MHR branch.

11.11 Does everyone need to complete the standard screening and selection process?

If you are not permanently employed at one of our clients, you need to complete our standard screening and selection process according to your profession. A different process may apply if you are permanently employed at one of our clients and would like to work additional shifts through MHR. Contact your nearest MHR office for more information or submit a query online.

11.12 What is the difference between MHR and the Human Resource (HR) Department at a client?

If you are registered with MHR, MHR is your employer, and you are working shifts through MHR at MHR clients. Hence, MHR is responsible for all human resource-related matters. Clients have their own HR departments that provide a service to their own permanent personnel. Please ensure that you contact MHR as your employer with all enquiries.

11.13 Can I still work for MHR if I move to another location/province?

You can continue to work shifts through MHR if MHR has clients in the area where you have relocated. Contact the branch you are transferring from to assist you with the arrangements. 

11.14 Does MHR offer fixed-term employment opportunities? 

MHR is a temporary employment agency and places personnel at clients as and when shifts are available. In some instances, MHR will sign a fixed-term contract with a staff member if this is a specific requirement of an MHR client.

11.15 Can I be permanently employed by MHR after working for a period of time?

You are welcome to apply for permanent career opportunities at our clients on our Careers page. Please note that our clients follow a standard recruitment and selection process for all applicants.

11.16 Can I do volunteer work, an internship or practical training through MHR?

Unfortunately, MHR does not offer volunteer work, internships or practical training opportunities. 

12. REPORTING FOR DUTY (CLOCKING / HOURS)

12.1 Electronic clocking at clients

Some clients make use of an electronic clocking system called Kronos at their facilities. If you are working your first shift through MHR at a facility that is making use of an electronic clocking system, please visit the HR Department at the facility to enrol on the system. Remember to take your ID book/card or passport with you.

Please clock in and out correctly to avoid a delay in payment:

  • Make sure that you add the correct department on the clocking machine when you clock 
  • Scan your finger at the beginning and at the end of each shift. Your hours will be approved by the client and sent to MHR for payment processing 

12.2 What do I need to do when I report for duty?

  • Report punctually at the facility where you are scheduled to work – at least 15 minutes before your shift commences
  • In the event of being delayed or lost, please inform MHR timeously
  • Note it is a disciplinary offence to fail to report for duty or be late for work without a valid reason

Sign or clock in and out correctly to avoid a delay in payment:

  • If you transfer to another unit during your shift, remember to sign/clock out at the previous unit and sign/clock in at the new unit (if it is a requirement of the specific client)
  • Sign/clock in and out when your shift starts and finishes. If you arrive early, only sign/clock in when your shift starts. If you stay on the premises after your shift, make sure that you sign/clock out when your shift finishes and not when you leave the premises

12.3 What are the permitted working hours per month?

Please ensure that you do not exceed the following working hours per month as stipulated in the Basic Conditions of Employment Act No. 75 of 1997:

  • MHR Employees = 230 hours/month
  • Moonlighters = 48 hours/month

NB: Notify MHR if you are no longer a moonlighter (permanently employed elsewhere) or have become a permanent employee and complete a new ‘Leave and Personal Tax’ form at your nearest MHR office to change your tax status.

13. SHIFT INFORMATION

13.1 How do I confirm my availability for a potential shift? / Who can I contact for a shift?

  • Contact the after-hours call centre Coordinator on +27 21 861 6100 during the call centre operating hours 
  • During office hours, contact the MHR Recruitment Consultant or Coordinator at the branch or hospital you would like to work. Visit our Contact page for the applicable contact numbers

13.2 How do I cancel a shift?
Should you wish to cancel your shift, please inform the MHR Coordinator, Recruitment Consultant or after-hours call centre Coordinator, adhering to the times below:

  • Night duty: At least three hours before your shift commences
  • Day duty: Preferably the previous night, but no later than two and a half hours before your shift commences

13.3 Cancellation of a shift by a client or MHR

  • MHR or the client will be liable for a cancellation fee if your shift is cancelled after the prescribed times specified in our cancellation policy. Refer to our cancellation policy on our Policies and Documents page for more information
  • All cancellations will be confirmed via SMS. Please ensure that you check your cell phone for a cancellation SMS before you depart from your location to work a shift through MHR

13.4 How is my shift confirmed?
MHR sends an automated SMS at the times below to confirm your booked shift:

  • Night shift at 16:00 on the afternoon of your night shift
  • Day shift at 21:00 for the following day shift

14. TRAINING

Click on the topic/question below to view the applicable section:

14.1 Professional development opportunities
14.2 What is AHA BLS?
14.3 Who should take an AHA BLS course?

14.1 Professional development opportunities

MHR has an ongoing quality improvement programme in which we encourage you to participate:

  • Where necessary, you will be given counselling and guidance by a mentor or clinical facilitator to improve development areas, thus enhancing your career
  • Apart from the formal, structured orientation programme that you are required to complete, MHR presents regular, continuous professional development opportunities throughout the year, where you will be given the opportunity to update your skills
  • MHR assessment points can be acquired for professional development activities completed

Contact your local MHR office for more information or submit a query online.

14.2 What is AHA BLS?

AHA BLS is the American Heart Association’s Basic Life Support course. This course trains participants to promptly recognise several life-threatening emergencies, give high-quality chest compressions, deliver appropriate ventilations and provide early use of an Automated External Defibrillator (AED). 

14.3 Who should take an AHA BLS course?

The American Heart Association’s Basic Life Support (AHA BLS) course is designed for healthcare professionals and other personnel who need to know how to perform CPR and other basic cardiovascular life support skills in a wide variety of in-facility and pre-hospital settings.