Pensioner required to pay for medical attention

We took our grandmother who is 100 years of age to Bheki Mlangeni hospital in jabulani as she needed serious medical attention and we were informed that she needed to pay for them to attend her. Do pensioners pay for such. ? They gave us a number to call for complaints which is supposed to be a 24hr line however the phone was off . the number is fr the clinical manager Dr.E. Ohonba *** . I'm really disgusted by the service provided by our government