Terrible and unprofessional Service

To the Management of Netcare, I am writing to lodge a formal complaint regarding a severe and ******** breach of medical ethics, patient rights, and statutory law that occurred when I sought emergency care at your facility. I was actively turned away and refused emergency medical treatment by the emergency department staff/Dr on call on the grounds that my medical aid's "day-to-day benefits were depleted." I presented to the Netcare Emergency Unit with acute, severe symptoms and critical clinical readings: • Blood Pressure: 163/125 mmHg (A diastolic reading over 120 mmHg is classified medically as a hypertensive crisis). • Blood Glucose: 11.9 mmol/L (Hyperglycemia). Furthermore, I am a fully registered and approved beneficiary for Hypertension under the Prescribed Minimum Benefit (PMB) chronic disease list (CDL) with my medical scheme. Turning me away under these circumstances directly violates the following legal frameworks: 1. Section 27(3) of the Constitution of South Africa: "No one may be refused emergency medical treatment." 2. The Medical Schemes Act 131 of 1998 (Regulations 29 & 30): Medical emergency conditions and registered PMB/CDL conditions must be funded in full by the scheme from risk benefits, explicitly prohibiting hospitals or medical aids from utilizing day-to-day savings or denying stabilization care. 3. Netcare's Own Patient Rights Charter: Which guarantees "timely emergency care without payment ability" barriers. The triage or administrative staff failed to act in accordance with the South African Triage Scale (SATS) guidelines by prioritizing commercial payment and day-to-day benefit status over an objective, life-threatening clinical presentation. My physiological state put me at immediate risk of acute stroke, myocardial infarction, or organ failure. I demand a formal, written investigation into this incident, including: • A written explanation as to why administrative financial checks overrode an objective clinical emergency. • The names and designations of the staff members who refused my care. • The immediate rectifying steps Netcare will take to ensure no other cardiac or hypertensive patient is turned away under these ******** conditions. Please note that this matter has been concurrently escalated to the Council for Medical Schemes (CMS) and the Health Professions Council of South Africa (HPCSA) for formal statutory review. I look forward to your urgent response within 5 business days.