Extremely Disappointed: Almost 24-Hour Delay in My Child’s Treatment Due to an Unclear Prescription

I am writing to formally lodge a serious complaint regarding the care and assistance I have received from Life Brenthurst Hospital following my child’s consultation.

I brought my baby to the hospital during the night because he was experiencing stomach cramps and significant pain, had been vomiting, and had a fever. We went to the hospital because we were extremely concerned about his condition and trusted that, after paying for care at a hospital of this standard, we would receive clear instructions and appropriate treatment.

Unfortunately, the prescription written by the doctor is so unclear that I have now been to five different pharmacies, and none of them have been able to confidently read or identify the medication prescribed.

This is completely unacceptable when we are dealing with a small child who is sick and requires medication.

My baby was supposed to have received his medication this morning. It is now evening, and almost 24 hours have passed since we went to the hospital, yet he has still not received the medication written on this prescription because nobody can establish with cer*****y what the doctor prescribed.

What has made this situation even more frustrating is the lack of assistance from the hospital. I have repeatedly called the hospital and have been sent from one person to another without receiving a solution. I asked whether I could be connected directly to Dr Mpania, who treated my child, but I was told that he was not on shift. I also asked whether I could be given his contact details so that I could clarify the prescription directly, but I was not assisted.

It was only now that Dr Dlamini provided some assistance by telling me that she had contacted Dr Mpania herself to clarify what was prescribed. She also indicated that they themselves were unable to read what Dr Mpania had written in the child’s file. I appreciate Dr Dlamini taking the initiative to assist, but it is extremely concerning that it took almost the entire day and repeated calls from me before someone took steps to clarify the medication.

I paid a substantial amount of money to receive medical care at your hospital. I did so because my child’s health and safety are extremely important to me. I did not expect that, after leaving the hospital, I would spend the entire following day trying to determine what medication had been prescribed and trying to get assistance from the hospital.

I have now had to purchase Panado separately simply so that my child can receive something for his symptoms, because I cannot responsibly purchase the other medications when the prescription is illegible and pharmacies cannot determine what has been prescribed.

I am extremely frustrated, disappointed and honestly regretful that I chose this hospital on this occasion. The issue is not simply that the handwriting is difficult to read. The serious issue is that a prescription for a sick child was written in a manner that multiple pharmacies cannot interpret, and when I sought clarification from the hospital, I was not promptly assisted.

I would like the hospital to urgently investigate:

1. Why the prescription was written in a manner that is effectively unreadable to pharmacists. 2. Why I was not immediately provided with a clear, typed or otherwise legible copy of the prescription when I contacted the hospital. 3. Why I was repeatedly referred from one person to another instead of being given a clear solution. 4. Why I could not be connected with the treating doctor or otherwise have the prescription immediately clarified. 5. What measures Life Brenthurst Hospital will put in place to ensure that this does not happen to another child or patient. 6. I would also like a clear written explanation of exactly what medication was prescribed for my child, including the medication names, strengths, dosage, frequency and duration.

Most importantly, I expect the hospital to recognise the seriousness of this situation. A child’s medication cannot depend on whether several pharmacists are able to decipher a doctor’s handwriting. When a parent leaves a hospital with a prescription, the expectation is that the prescription will be clear enough for the medication to be safely dispensed.

I would appreciate an urgent response from hospital management and Patient Relations, as this matter concerns my child’s health and the failure to provide clear medication instructions has already resulted in a significant delay in treatment.

I have retained the original prescription and can provide it as part of this complaint.

I look forward to your urgent response.