Urgent Concern About My Mother's Care at Groote Schuur Hospital

Dear [Hospital Administrators / Patient Liaison Officer],

I am writing to formally raise serious concerns regarding the lack of communication, inadequate patient monitoring, and overall quality of care my mother has received since being admitted to Groote Schuur Hospital on 19 June 2025. As of today, 01 July 2025, she remains in the hospital with no clear diagnosis or treatment plan communicated to us, despite repeated attempts to engage with the ward and treating medical team.

Communication Timeline:

24 June 2025, 09:13 AM: I made my first call to the ward, which lasted 2 minutes. I spoke only with a nurse who provided no substantial update.

24 June 2025, 10:52 AM: A second call was made and lasted 16 minutes. I again spoke to a nurse, requested to speak to the doctor, and was eventually connected to Dr M, who gave a basic overview. He mentioned that further tests (X-ray, CT scan, blood tests) were being done to investigate. He also acknowledged and apologized that we had not been updated earlier and assured us that we would be contacted within two days for a follow-up update.

26 June 2025, 11:18 AM: Another call was made, lasting 3 minutes. We were told only that additional blood had been drawn and we should call again later if we wished to speak to a doctor.

26 June 2025, 1:23 PM: I received a call from Dr M, who provided a more informed update, including a preliminary diagnosis and the need for additional testing.

01 July 2025, 12:09 PM: We again contacted the ward and, once more, could not reach a doctor. The only information provided was that a possible discharge may happen today, despite no clarity about her condition or ongoing treatment.

All the communication above was made solely from my cellphone, and despite multiple attempts by my sister to speak with the doctor as well, she has not succeeded in making any direct contact. I have been the only family member to speak directly with a doctor since my mother’s admission.

Daily Visits & Lack of Communication:

My family and I have been visiting the hospital daily during the standard visiting hours of 3 PM–4 PM and 7 PM–8 PM. During these visits, we have repeatedly asked the nurses on duty for updates, but each time we receive only very basic information, such as “they are still running tests” or “you will need to speak to the doctor.”

Despite our ongoing presence and repeated requests, no meaningful updates have been provided by the ward staff, and we have been continuously referred to the doctor — who, as mentioned, is almost impossible to get a hold of.

Incident of Neglect:

During visiting hours today (3 PM – 4 PM), we arrived to find my mother shivering and feeling cold. She had informed the nursing staff earlier that she felt unwell and requested that a doctor be called. The nurses assured her someone would come, but no one followed up. Only after we raised the issue again did the nurses check her vitals and find that she was indeed cold and had dangerously high blood pressure.

This delay in response is unacceptable. It should not take multiple alerts from family members for staff to respond appropriately to a patient’s distress.

Ongoing Concerns:

The communication from the medical team has been sporadic, inconsistent, and mostly unavailable.

We have had no detailed update on my mother’s condition since 26 June, and today’s mention of discharge is extremely concerning given the lack of transparency.

My mother has informed us that she personally witnessed two patient deaths in the same ward during her admission. While we understand that these incidents are separate from her case, it has left her — and us — feeling extremely uncomfortable, distressed, and worried about the quality of patient care and response in the ward.

When we attempt to raise concerns, we are told we are being rude, when in fact we are simply anxious, frustrated, and advocating for someone who cannot advocate for herself.

We Urgently Request:

A comprehensive medical update on my mother’s condition, including diagnosis, treatment plans, and next steps

An explanation as to why a discharge was considered without providing the family any clear medical reasoning or notice

Assurance that staff are appropriately responding to patients’ needs and distress signals

A commitment to improving communication between doctors, nurses, and family members going forward

We understand the pressure healthcare professionals are under, but basic communication and timely care are not optional — they are critical to a patient’s safety and a family’s trust.

Please treat this matter with urgency. We are available for a meeting or call at your earliest convenience.

Sincerely, Bryan Rutgers Son of a patient currently admitted at Groote Schuur Hospital