Formal Complaint: Unprofessional Medical Service at HEMS Mooinooi Mining Hospital

Date: 18 August 2026 I am writing to formally lodge a complaint regarding the poor and unprofessional service I am currently experiencing at HEMS Mooinooi Mining Hospital while attending for my medical exit process.

I arrived early this morning at approximately 06:47 AM and was issued a number as part of the queue system. However, as of now, I am still waiting to be assisted. It is already past 10:00 AM, and there has been no progress in my case. What is even more concerning is that individuals who arrived after me have already been assisted, which clearly shows that the numbering system is not being followed.

When I tried to ask for clarity regarding the situation, I was treated with disrespect and felt bul**** by the staff instead of being assisted professionally. This behavior is unacceptable and does not reflect the standards expected in a medical facility.

Additionally, the system in place is ineffective. Although numbers are issued, they are not being used properly, and there is no clear or fair line management. Patients are mixed together without order, causing frustration and unnecessary delays, especially for those who arrive early.

I kindly request urgent intervention from management to:

- Enforce the proper use of the numbering system - Ensure fair and orderly service for all patients - Address staff conduct and improve professionalism - Implement a clear and functioning queue system

This situation is extremely frustrating, and it is unacceptable for a person to wait this long despite arriving early.

Yours sincerely, Petro Mashamaite