Request for Clarification and Resolution of Medical Concerns

I am writing to formally address a series of concerns regarding the medical treatment I received at Zamokuhle (Lenmed) hospital following my visit to the casualty department on December 24th. I was initially assured that I would be admitted for consultation with Dr Ngwata, a gastroenterologist, but the unfolding events have raised several unresolved issues. On December 24th, Dr Govender informed me that I needed to be admitted so that I consult with Dr Ngwata, and I was assured that Dr Ngwata would see me that same day. He recommended that I do X-rays and blood tests. He told me that Dr Ngwata would explain the blood test. He said the x-ray shows that I have constipation. The following day, Dr Mpanza, who is not a gastroenterologist, attended to me and informed me that Dr Ngwata was on leave. This lack of communication and inconsistency is profoundly concerning and undermines my trust in the care provided. While I was explicitly admitted to consult a gastroenterologist, the following occurred: 1. Dr Mpanza initially recommended additional blood tests as he said something was in my liver. 2. He then suggested a sauna procedure, which yielded no significant results but did detect a cyst on my left kidney. He reassured me that there was no need for concern regarding the cyst. 3. The sauna procedure did not provide meaningful results, so Dr. Mpanza recommended a CT scan and further blood tests. After the CT scan, I experienced swelling in my hand. While I was initially told it was a minor issue, the swelling worsened, and I have photographic evidence to support this. After being discharged on December 27th, I raised my concerns with the individual in charge, as the primary contact was on holiday. I was assured these matters would be addressed, yet I have received no feedback or resolution to date. Furthermore, upon receiving notification that my medical aid claim was being processed, I was informed of a shortfall of over R2,000 for the CT scan. I am questioning why I am being expected to pay this shortfall when the hospital did not fulfil its commitment to provide the gastroenterologist consultation to which I was admitted. On January 14th, I received an email stating that Dr. Ngwata had submitted claims to my medical aid. I would like clarification on why claims were submitted under her name when she never saw me. Does she even know me? How do you claim when you have never seen a patient? I would like clarification on whether it is lawful for her to use my medical aid number to claim for never-rendered services. Given these concerns, I respectfully request the following: 1. An explanation of why I was treated with procedures unrelated to my original admission for consultation with a gastroenterologist. 2. Clarification of the rationale behind these additional procedures, which were outside the scope of my original consultation. 3. An explanation of why Dr Ngwata committed to seeing me on December 24th, despite already being on leave from December 13th and why she failed to honour this commitment. 4. An explanation of the unauthorised claims submitted to my medical aid under Dr. Ngwata’s name. 5. A review of the care provided by Dr Mpanza, particularly regarding the contradictory information about the cyst and the necessity for further consultations. 6. Feedback regarding the blood tests ordered by Dr. Mpanza on December 26th for chest pain, as I have not received the results. 7. A prompt response to the complaint I raised on December 27th, including details of the actions taken to address these concerns. 8. Lastly, I must state that I will not pay any shortfall, as the hospital did not fulfil its obligations or provide the promised care. I sent an email to Lenmed on January 26th, and I received a response the following day requesting the hospital's name. To date, I have not received any further communication. I requested a response within five business days, but I have not received any feedback.