Dr. JT de Lange

Nasty Financial Lady

1 Star I was a patient of this practice in 2007 and had laser surgery with excellent results. My experience at that time was outstanding, and I was very satisfied with both the treatment and the care I received. I returned in 2018 to enquire about further treatment to remove my need for glasses. By then my cellphone number had changed, but my next-of-kin number (my mother’s) remained exactly the same. At no point during my visits was I asked to verify or update my contact details. Ironically, the practice had no difficulty contacting me to confirm my appointments. I returned again for a check-up in 2024. Once again, my contact details were not reviewed or updated, and I received WhatsApp appointment confirmations without any issue. In 2026, during another visit, I was referred to the finance department and dealt with Carol. My experience with her was extremely disappointing. Instead of trying to resolve the situation professionally, I was told, “We cannot s****-feed patients.” I found this comment rude, dismissive and unnecessary. I was informed that payment notifications had been sent to an outdated WhatsApp number. However, the practice had other ways to contact me, including my email address, my next-of-kin’s number, and the contact details they had successfully used previously to confirm appointments. The lack of updated records was not addressed over several visits, yet I was made to feel as though the situation was entirely my fault. I have always paid my accounts and have never been someone who deliberately avoids payment. What upset me most was not the payment itself, but the disrespectful manner in which I was treated. Patients deserve to be spoken to with courtesy and professionalism, especially when resolving an administrative issue. It is unfortunate that such poor customer service overshadowed what had previously been an excellent opinion of this practice. I sincerely hope the practice reviews how patients are treated in the finance department, as no patient should leave feeling belittled or humiliated.