Incorrect Ambulance Routing & Unnecessary Charges

Good Afternoon

I am submitting a formal complaint to the GEMS Ambulance Department regarding the distress, inconvenience, and financial impact caused to my 72‑year‑old mother during her emergency medical incidents.

Summary of Events

15 January 2026: My mother requested an ambulance. IPSS transported her to Victoria Medi‑Clinic, where she was treated and discharged on 20 January.

24 January 2026: She required emergency assistance again and called GEMS. EMS arrived and insisted on taking her to KwaDukuza Private Hospital (KPH). She clearly refused KPH and requested Victoria Medi‑Clinic because: She had been admitted there earlier that week. Her tests, doctors, and full medical history were already at Victoria. Going elsewhere meant restarting the entire medical process. Despite her age and clear instructions, EMS ignored her request and took her to KPH. At KPH: She was taken to casualty After assessment, she was transferred to Victoria Medi‑Clinic — the hospital she originally requested.

Financial Impact

KPH submitted a casualty claim of R 2,466.37 (doctor + casualty fee). This amount was deducted from her day‑to‑day benefits, even though: She never asked to go there. She was taken there against her wishes. She was not admitted at KPH and was transferred out.

Attempts to Resolve (6 February 2026)

I called Gems was told the claim can be reversed but my mother would still be liable, despite the ambulance causing the error. KPH confirmed they cannot request authorisation because my mother was not admitted. 08:42am called GEMS ambulance department and spoke to Nokuthula, who transferred me to Kagiso (Team Leader). Kagiso said she would call or WhatsApp me after speaking to her EHOD and she also agreed that my mother was supposed to be transferred to Victoria . Due to no feedback, I called again at 13:44 and spoke to Elsie, who said Kagiso was in a meeting and would call back.

Frustration & Impact on My 72‑Year‑Old Mother

She experienced unnecessary distress, confusion, and discomfort on the 24th of Jan 2026. Her medical continuity was disrupted. She endured a forced detour to a hospital she clearly refused. She incurred a financial loss through no fault of her own.

Requested Resolution

I urgently request the following:

GEMS /ambulance department to settle the R 2,466.37 casualty bill, as it resulted from incorrect ambulance routing. Reinstatement of my mother’s full day‑to‑day benefits. An explanation for why her request to return to Victoria Medi‑Clinic was ignored. Assurance that patient preference — especially for elderly patients — will be respected when clinically appropriate.

I look forward to your urgent response