Welcome, Practice of the Practice Community

Yes. All Ubuntu Personnel who support U.S. healthcare clients complete formal HIPAA training before accessing any Protected Health Information (PHI).

Our current team has completed third-party HIPAA training through CFISA’s accredited eLearning programme.  Certificates of completion can be provided upon request.

In addition to external training, all Personnel are required to:

• Sign Ubuntu’s HIPAA Subcontractor Agreements
• Acknowledge and comply with our internal HIPAA Privacy & Security Policy
• Follow our HIPAA Do’s & Don’ts Guide for day-to-day compliance
• Complete and maintain the required controls outlined in our HIPAA Device Security Checklist

Our internal policy framework includes:

• Minimum Necessary access standards
• Strict device and network security requirements
• Prohibition of local PHI storage
• Two-hour incident reporting requirements
• Ongoing compliance monitoring and audit rights
• Immediate termination for non-compliance

Confidentiality and data protection are central to how we operate. Our systems, policies, and oversight procedures are designed to support therapy practices in maintaining compliance while working with a remote team.

Our team is based in South Africa and speaks with a South African accent. In most cases, this is neutral and well received by clients in the US, UK, Canada and Australia.

Your team member will work within your required time zone and operate fully as part of your practice. They will follow your communication style, scripts, tone and workflows to ensure consistency with your brand and client experience.

Many of our clients find that patients care far more about warmth, responsiveness and professionalism than geography.  Our focus is ensuring your clients receive timely, empathetic and structured communication that reflects your standards of care.

Our onboarding process is structured and efficient.

Once you complete our intake form and strategy call, we curate a shortlist of vetted candidates aligned to your practice size, systems and priorities. You will then interview your preferred candidates and select the person who feels like the best fit.

In most cases, we can begin onboarding within 1–2 weeks, depending on interview availability and the scope of support required.

For larger practices or more specialised roles (e.g. billing coordination or multi-VA support), timelines may vary slightly to ensure the right match.

We prioritise fit and structure over speed, but we move quickly once alignment is confirmed.

Yes. You will always interview your virtual assistant before making a decision.

We provide a curated shortlist of vetted candidates (typically a minimum of three profiles). You can choose who you would like to meet with and interview all shortlisted candidates if you wish.

Each candidate has already completed our internal screening process, including interviews, reference checks and training requirements. Your interviews are focused on alignment – communication style, systems experience, and cultural fit within your practice.

You make the final decision.

While mismatches are rare due to our screening and matching process, we understand that working relationships are personal.

If something doesn’t feel aligned, we step in quickly. Your dedicated business manager will assess the situation, identify where the gap is, and implement a solution, whether that is additional training, workflow clarification, or transitioning you to a better-suited team member.

Our services operate month-to-month with 30 days’ notice, and we are committed to ensuring you feel supported and confident in your partnership with us.

Your practice stability is our priority.