Poor Service, Misinformation and Lack of Accountability at Lancet Die Wilgers

I'm expressing my disappointment with the service I received at the Lancet Die Wilgers branch, specifically from Ms Noxolo Msibi.

On 11 October, I visited the branch for blood tests and was informed by Ms Msibi that "your doctor is restricted on the system." This immediately caused me concern, especially as I had been unable to contact my doctor for several days. Fearing something may have happened to her, I left the branch to call her. Fortunately, I reached her immediately, and she was equally surprised by this information.

When I returned and advised that my doctor wished to understand why she was allegedly "restricted", Ms Msibi changed her explanation and said it was actually my medical aid that was restricted. I found this concerning, particularly as it contradicted what I had clearly been told earlier.

The following day, I contacted my medical aid and was advised that there was no issue with my membership and that no enquiry had been received from Lancet.

When I returned to the branch again, I was once more told that my medical aid was restricted. After contacting my medical aid from the branch, one of Ms Msibi's colleagues spoke directly to them and established that there was, in fact, nothing wrong with my medical aid. The issue appeared to stem from how the request had been captured or processed on the system.

Mistakes happen, and I understand that. What I found most disappointing was the complete lack of accountability. Once the issue had been identified and corrected, no apology or acknowledgement was offered for the unnecessary distress, inconvenience, and delay caused by being given incorrect information on two separate occasions.

As a frontline employee, Ms Msibi represents the face of your organisation. Patients should be able to expect professionalism, accuracy, and courteous service. Unfortunately, my experience fell far short of that standard and has left me with a negative impression of the Die Wilgers branch.

Had my doctor not specifically referred me to Lancet, I would have considered using another provider. I trust this matter will be addressed to ensure other patients do not have a similar experience.