Complaint Regarding Unacceptable Service

I would like to formally express my dissatisfaction regarding the service I received during my son's appointment on 22 August 2026.

I do not normally visit Health-Worx due to previous poor experiences; however, this particular visit was exceptionally disappointing. I have never felt compelled to lodge a formal complaint before, but the conduct displayed during this consultation has left me with no choice. As a result of this experience, I will not be returning to your facility and will be seeking an alternative doctor for my family.

My appointment was with Dr Donald Mello. During the consultation, he asked whether my son was born in the Free State. When I rep**** that he was born in Pretoria, Dr Mello responded by asking, "Where in Pretoria?" I was unsure how this information was relevant to diagnosing or treating my five-year-old son.

He then asked what medication I had been giving my son. I explained that I had been administering Empaped and ibuprofen because his fever had exceeded 39°C. His response was, "Empaped 250 mg is for children under four." I informed him that the medication is indicated for children between the ages of two and eight. He then stated that my son's weight also needed to be taken into account. My son is small for his age, and I was left uncertain about what he was implying.

Dr Mello then asked whether I give my child aspirin, to which I responded, "Definitely not." He proceeded to tell me that he was "trying to educate" me. While I appreciate medical advice when it is provided professionally and respectfully, I found this remark condescending and unnecessary. I am an educated individual and I also work within the healthcare industry.

What I found most concerning was that Dr Mello went on to tell my son that we, as his parents, had done him wrong by allowing our ENT specialist to remove his adenoids. I found this comment highly inappropriate and insulting. Medical decisions regarding my child are made in consultation with qualified specialists, and it is unacceptable for a healthcare professional to make such remarks directly to a young child.

Throughout the consultation, I felt spoken down to rather than treated as a parent seeking medical assistance for my child. Professionalism, respect, and effective communication are essential in healthcare, and unfortunately, I did not experience any of these during this appointment.

No parent should leave a consultation feeling belittled or criticised for decisions made in the best interests of their child.

As stated above, this experience has resulted in my decision not to return to your facility in the future.