NPS Score
-100
Recommended: Unlikely
Apr '26 - Sep '26
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Share Your Experience1 reviews | Active since Apr 2023
Management is *********, unprofessional and insult patients and family members
I can only go on what I experienced firsthand from ARC as a family member of a patient. On the positive note, the patient did enjoy group sessions and classes where they learned about addiction and the psychology around it. Patient also seems keen to go to the outpatient sessions with the the****** they chose. Only time will tell how effective the 21 days at ARC was and one must have hope but not be deluded to think it is an automatic ‘cure’ and that there is still a long road for recovery. Now for the not so positive… On initial booking for a family member/patient, the booking process was quick, and ARC was fast at getting the authorisation for the medical aid. If the medical aid does not cover the full treatment you will need to make a co-payment. The medical aid does not tell you how much is the co-payment and I was only told the amount of the co-payment by ARC once the patient was physically booked in. I was a little annoyed at the fact that ARC only confirmed the actual amount of the co-payment AFTER the patient was physically booked in. It would have been a better professional practice for ARC to confirm the exact amount for co-payment before physically booking in the patient so that people have a clear understanding of the financial costs. Please note that at no point have I disputed that the patient went in and used facilities. I am pointing out what would be better practice in general to advice beforehand so people are not caught off-guard or have to book the patient out because they can’t afford the co-payment. This is just common sense surely? Imagine booking in a patient and then an hour later take the patient out because you are not aware of how much the actual co-payment was. The medical aid does not tell you how much the co-payment is, they will only advice that there is a co-payment. Whatever centre you book a patient in to has to give you the actual co-payment amount as it varies from centre to centre. The co-payment we had to make was just a little over R17,000. Thankfully we could afford this, but it still would have been nice to know the amount prior to admitting the patient. I received a bill from the resident GP who billed for 4 consultations, but the patient tells me there was only 3 consultations, with 1 consult being done over a video call and the other 2 were very quick consults done at ARC. I did email the GP the same day I received the bill to query it, but this has so far gone answered. The first family held session was not productive and very little information was provided. We had 3 family members attend the first session. We were asked if we had questions and most questions were met with "you should book a therapy session for yourself". Nearly every question was met with “you should do therapy” and it starts sounding like a money making initiative. I asked if ARC had any information resources like books they could recommend for family members. I was told they would look into it and send us a list. It has been 4 weeks, and I still have not received any helpful resources. Of course, a person can look online and find books or information, but I would expect a centre like ARC making nearly R60,000 a patient would have some help and resources for family members since they are the professionals and could easily recommend appropriate resources. There is an option to put money into a vending card for vending machine. Family members pay a bit of extra money so that patients can get some treats. We would put money for the vending card and on 1 occasion we paid money but the money was not loaded on the card for over a week and then ARC wanted to load it on the Monday but patient was leaving on the Tuesday. I specifically stated that they should not load the money and rather return it on the Tuesday when we collected the patient, because the patient would not have been able to use all the money within a day. ARC loaded the money anyway, forcing us to have to take whatever we could from the vending machine to use up the funds that day. I felt this was very inappropriate. When I questioned this Ryan on this, he told me I am lying. I literally have the WhatsApp messages with Nadine about this issue on the 21 March 2026. Nadine said the nurse only made her aware of the vending card problem that same day (21 March), which was a week after the money was paid in. Imagine being told you are lying when you physically have the WhatsApp messages as well as the credit card receipt with the proof. When I left the Google review and after speaking to Nadine I was told to contact Ryan to discuss the issues. Nadine stated on WhatsApp, and I quote “Perhaps consider that the feedback you’re getting is from someone who’s …” I can’t go on to the rest because it was Nadine stating what the patient had said/done, (being a reason for the patient being at ARC). The patient says they witnessed some issues at ARC. I put this on a Google review and Ryan from ARC tells me over the phone that the patient is lying and that I am “*********” and have an “ego problem”, aside from other names he called me like “manipulative and dishonest”. Ryan also stated that I "should consider where the information is coming from due to the patient’s..." It was not lost on me that at various times Ryan and Nadine said very similar things so it is obvious that they are discussing this with each other as they using similar words and insults. It is deeply concerning that representatives of a rehabillitation centre would weaponize a patient’s medical history or mental state to discredit a family member's review. By using private clinical information to label me as “*********, manipulative and dishonest”, the representatives from ARC have demonstrated a profound lack of ethical boundaries. A rehabilitation centre has a duty to protect patient dignity, not exploit their vulnerabilities. I contacted Ryan on 01 April 2026. From the onset of the conversation, I was met with hostility and shouting. I asked 4 times for him to stop shouting at me. After several times I got frustrated and said “**** me still shouting” and he accused me of saying “**** you”. I did not say “**** you” to him, I said ‘**** me!” because I was exasperated at this point. I was barely allowed to say anything as he constantly shouted and cut me off each time I tried to speak and kept calling me names. Ryan kept asking the same question if I read the email from Discovery about the co-payment. I said “no, I do not get the emails because I am not a member on that medical aid.” I was sent the text the family member with the pre-auth number. Ryan kept asking me over and over if I read the Discovery email. I repeatedly said I did not receive the email as I am not the medical aid member. He then says I am ********* and won’t answer him. I am not sure what more I can say in English to be clear that I did not get the email so how can I read something I did not see? I asked him if the email from Discovery states how much was the co-payment and he said no just says that there is a co-payment. At no point have I disputed that there is a co-payment. My dispute is that ARC did not confirm the co-payment amount before booking in the patient. I am not disputing that the patient went in and used facilities. At no point did I dispute that. All I am saying is that it will be better professional practice if they give the required co-payment amount prior to the patient being physically booked in. Now when someone is shouting at you and calling you abhorrent things and accuses you to have some “motive”, “ego problem”, “*********”, “manipulative”, “dishonest” etc. you are going to get your back up and get angry, so of course I told him that he should not be managing a practice when he is so unprofessional and that maybe he is a narcissist. Ryan also stated that I am unprofessional but it is important to note that as a healthcare provider, the onus of professional conduct and adherence to an ethical code lies with the institution. I am well within my rights to provide honest feedback based on my experience. Should the centre disagree with a review, the appropriate response is professional mediation, rather than the verbal insults and hostility I encountered. I’m not sure about other people’s experience but usually when you put someone into a rehab centre, they usually are not happy with you or want to see you because you have taken away their access to phones and people that have been bad for them. Ryan actually tried to use the patient’s temporary reluctance to engage with me whilst at ARC as a personal slight against me, which is both irrelevant and malicious. For a professional at a rehabilitation centre to exploit a patient’s clinical state or personal boundaries to score points in an argument is a gross violation of privacy and demonstrates a complete lack of integrity. The suggestion from Ryan and Nadine that there is an underlying 'motive' for my feedback is a baseless attempt to deflect from the documented experiences shared. My only objective is to ensure transparency. Furthermore, let it be clear that any disclosure of the patient’s private information or clinical history by ARC staff —whether direct or imp****— will be treated as a severe breach of confidentiality. Such actions will be immediately escalated to the Information Regulator (POPIA), the HPCSA, the SA Human Rights Commission, and the Department of Social Development for formal investigation. Ryan states that he recorded the conversation, and I truly hope to God he did because I would really like a copy and I hope he listens to it again to see how he was constantly shouting and throwing insults. Ryan, when you read this, please go and listen to the conversation and please send me a copy for my legal records.
1 reviews | Active since Apr 2023
Management is *********, unprofessional and insult patients and family members
I can only go on what I experienced firsthand from ARC as a family member of a patient. On the positive note, the patient did enjoy group sessions and classes where they learned about addiction and the psychology around it. Patient also seems keen to go to the outpatient sessions with the the****** they chose. Only time will tell how effective the 21 days at ARC was and one must have hope but not be deluded to think it is an automatic ‘cure’ and that there is still a long road for recovery. Now for the not so positive… On initial booking for a family member/patient, the booking process was quick, and ARC was fast at getting the authorisation for the medical aid. If the medical aid does not cover the full treatment you will need to make a co-payment. The medical aid does not tell you how much is the co-payment and I was only told the amount of the co-payment by ARC once the patient was physically booked in. I was a little annoyed at the fact that ARC only confirmed the actual amount of the co-payment AFTER the patient was physically booked in. It would have been a better professional practice for ARC to confirm the exact amount for co-payment before physically booking in the patient so that people have a clear understanding of the financial costs. Please note that at no point have I disputed that the patient went in and used facilities. I am pointing out what would be better practice in general to advice beforehand so people are not caught off-guard or have to book the patient out because they can’t afford the co-payment. This is just common sense surely? Imagine booking in a patient and then an hour later take the patient out because you are not aware of how much the actual co-payment was. The medical aid does not tell you how much the co-payment is, they will only advice that there is a co-payment. Whatever centre you book a patient in to has to give you the actual co-payment amount as it varies from centre to centre. The co-payment we had to make was just a little over R17,000. Thankfully we could afford this, but it still would have been nice to know the amount prior to admitting the patient. I received a bill from the resident GP who billed for 4 consultations, but the patient tells me there was only 3 consultations, with 1 consult being done over a video call and the other 2 were very quick consults done at ARC. I did email the GP the same day I received the bill to query it, but this has so far gone answered. The first family held session was not productive and very little information was provided. We had 3 family members attend the first session. We were asked if we had questions and most questions were met with "you should book a therapy session for yourself". Nearly every question was met with “you should do therapy” and it starts sounding like a money making initiative. I asked if ARC had any information resources like books they could recommend for family members. I was told they would look into it and send us a list. It has been 4 weeks, and I still have not received any helpful resources. Of course, a person can look online and find books or information, but I would expect a centre like ARC making nearly R60,000 a patient would have some help and resources for family members since they are the professionals and could easily recommend appropriate resources. There is an option to put money into a vending card for vending machine. Family members pay a bit of extra money so that patients can get some treats. We would put money for the vending card and on 1 occasion we paid money but the money was not loaded on the card for over a week and then ARC wanted to load it on the Monday but patient was leaving on the Tuesday. I specifically stated that they should not load the money and rather return it on the Tuesday when we collected the patient, because the patient would not have been able to use all the money within a day. ARC loaded the money anyway, forcing us to have to take whatever we could from the vending machine to use up the funds that day. I felt this was very inappropriate. When I questioned this Ryan on this, he told me I am lying. I literally have the WhatsApp messages with Nadine about this issue on the 21 March 2026. Nadine said the nurse only made her aware of the vending card problem that same day (21 March), which was a week after the money was paid in. Imagine being told you are lying when you physically have the WhatsApp messages as well as the credit card receipt with the proof. When I left the Google review and after speaking to Nadine I was told to contact Ryan to discuss the issues. Nadine stated on WhatsApp, and I quote “Perhaps consider that the feedback you’re getting is from someone who’s …” I can’t go on to the rest because it was Nadine stating what the patient had said/done, (being a reason for the patient being at ARC). The patient says they witnessed some issues at ARC. I put this on a Google review and Ryan from ARC tells me over the phone that the patient is lying and that I am “*********” and have an “ego problem”, aside from other names he called me like “manipulative and dishonest”. Ryan also stated that I "should consider where the information is coming from due to the patient’s..." It was not lost on me that at various times Ryan and Nadine said very similar things so it is obvious that they are discussing this with each other as they using similar words and insults. It is deeply concerning that representatives of a rehabillitation centre would weaponize a patient’s medical history or mental state to discredit a family member's review. By using private clinical information to label me as “*********, manipulative and dishonest”, the representatives from ARC have demonstrated a profound lack of ethical boundaries. A rehabilitation centre has a duty to protect patient dignity, not exploit their vulnerabilities. I contacted Ryan on 01 April 2026. From the onset of the conversation, I was met with hostility and shouting. I asked 4 times for him to stop shouting at me. After several times I got frustrated and said “**** me still shouting” and he accused me of saying “**** you”. I did not say “**** you” to him, I said ‘**** me!” because I was exasperated at this point. I was barely allowed to say anything as he constantly shouted and cut me off each time I tried to speak and kept calling me names. Ryan kept asking the same question if I read the email from Discovery about the co-payment. I said “no, I do not get the emails because I am not a member on that medical aid.” I was sent the text the family member with the pre-auth number. Ryan kept asking me over and over if I read the Discovery email. I repeatedly said I did not receive the email as I am not the medical aid member. He then says I am ********* and won’t answer him. I am not sure what more I can say in English to be clear that I did not get the email so how can I read something I did not see? I asked him if the email from Discovery states how much was the co-payment and he said no just says that there is a co-payment. At no point have I disputed that there is a co-payment. My dispute is that ARC did not confirm the co-payment amount before booking in the patient. I am not disputing that the patient went in and used facilities. At no point did I dispute that. All I am saying is that it will be better professional practice if they give the required co-payment amount prior to the patient being physically booked in. Now when someone is shouting at you and calling you abhorrent things and accuses you to have some “motive”, “ego problem”, “*********”, “manipulative”, “dishonest” etc. you are going to get your back up and get angry, so of course I told him that he should not be managing a practice when he is so unprofessional and that maybe he is a narcissist. Ryan also stated that I am unprofessional but it is important to note that as a healthcare provider, the onus of professional conduct and adherence to an ethical code lies with the institution. I am well within my rights to provide honest feedback based on my experience. Should the centre disagree with a review, the appropriate response is professional mediation, rather than the verbal insults and hostility I encountered. I’m not sure about other people’s experience but usually when you put someone into a rehab centre, they usually are not happy with you or want to see you because you have taken away their access to phones and people that have been bad for them. Ryan actually tried to use the patient’s temporary reluctance to engage with me whilst at ARC as a personal slight against me, which is both irrelevant and malicious. For a professional at a rehabilitation centre to exploit a patient’s clinical state or personal boundaries to score points in an argument is a gross violation of privacy and demonstrates a complete lack of integrity. The suggestion from Ryan and Nadine that there is an underlying 'motive' for my feedback is a baseless attempt to deflect from the documented experiences shared. My only objective is to ensure transparency. Furthermore, let it be clear that any disclosure of the patient’s private information or clinical history by ARC staff —whether direct or imp****— will be treated as a severe breach of confidentiality. Such actions will be immediately escalated to the Information Regulator (POPIA), the HPCSA, the SA Human Rights Commission, and the Department of Social Development for formal investigation. Ryan states that he recorded the conversation, and I truly hope to God he did because I would really like a copy and I hope he listens to it again to see how he was constantly shouting and throwing insults. Ryan, when you read this, please go and listen to the conversation and please send me a copy for my legal records.