Formal Complaint Regarding Refusal of Treatment and Poor Patient Service

Formal Complaint Regarding Refusal of Treatment and Poor Patient Service

I am writing to formally lodge a complaint regarding the unacceptable service I received on 02/12/2025 at Intercare dental practice, Northriding. Not even one star worthy – in fact, negative-star worthy.

I booked the latest available appointment for 17:30, as I work in Edenvale and can only leave at 16:30. Due to the severe weather and traffic, my husband called ahead to notify the practice that I would be slightly late. Your reception also contacted me, and I confirmed that my GPS indicated I would arrive at approximately 17:37.

I arrived at 17:35, yet Dr K. Molefe refused to assist me, stating that the practice must strictly close at 18:00. Despite being informed of my delay three times, I was still turned away.

In addition, when I requested a note for my employer at 17:45, the dental assistant only provided it at 17:54. The time taken to write the note exceeded the time required to provide the treatment I came for, making the refusal even more unreasonable.

This experience demonstrates an alarming lack of patient care. There was no willingness to accommodate a clearly communicated delay, and no effort to assist a patient who made every attempt to arrive as close to on time as possible under difficult circumstances.

I respectfully request that this matter be investigated and that I receive a clear explanation as to why I was denied treatment under these circumstances.