Formal Complaint Regarding Poor Quality of Care in the Surgical Ward

I am writing to formally lodge a complaint regarding the deeply unsatisfactory level of care I received during my recent stay in the surgical ward at Glynwood Hospital (Benoni). I was admitted on 6 August 2025 to Surgical Ward 111B, and I am extremely disappointed with the standard of treatment, communication, and hygiene during my time there.

The first incident involved a nurse named Nangamso, who entered my room coughing without a mask, did not introduce herself, and offered no explanation of the procedure she was about to carry out. I had to ask what she was doing, and even then, she was unable to answer. She then proceeded to perform an ECG incorrectly, wasting almost 15 minutes of my time. Thankfully, another nurse came in, removed the misplaced ECG patches, and completed the process correctly in under a minute.

To my shock, my specialist surgeon had to personally push my bed to the operating theatre, ensuring I was properly covered and opening doors along the way—responsibilities that clearly fall under hospital staff, not the operating doctor. He himself remarked, “If you want things to get done here, you need to do them yourself,” which I found both disheartening and telling of the hospital’s dysfunction.

Throughout my stay, only two nurses introduced themselves. Others would come in, administer medication through my drip, and leave without any explanation of what was being given or why. Their attitude was generally rude and dismissive.

My doctor had given specific instructions for both a dietician and physician to see me. By the time he returned on Friday to discharge me, neither had attended to me. Only after he insisted that I should not leave without seeing a dietician did anyone begin following up. I still left the hospital without ever seeing a physician.

On Thursday, the doctor prescribed medication at 10:00 a.m. for symptoms of dizziness, weakness, and nausea. By 12:00 p.m., I had still not received it. Only after I called the nurses did one check and find the medication in the box. She immediately blamed the pharmacy, and when I pointed out that I shouldn't have to chase after my own treatment, she walked out. I escalated the issue to the ward manager, who was present when the nurse repeated that it was not her responsibility and that I should have asked. His only response was, “sorry,” which I found entirely inadequate.

Additionally, I am now experiencing pain, swelling, and discoloration at the site where the IV was placed—likely due to improper monitoring or misplacement of the drip. It was clear the drip was not functioning properly, and yet no one seemed to notice or correct it.

To make matters worse, I was sharing the ward with an elderly patient who began vomiting and soiled the bathroom. The nurse said she would find someone to clean it, but no one ever came. I was discharged while the bathroom was still in an unsanitary state, and I am appalled that patients were expected to continue using it under those conditions.

I chose Glynwood Hospital with the expectation of receiving safe, professional, and compassionate care. What I experienced was unprofessional conduct, poor hygiene, lack of communication, and an overall disregard for patient wellbeing.

I request that this complaint be taken seriously and that immediate steps be taken to investigate the issues raised. Please confirm receipt of this letter and inform me of any actions that will be taken to address these concerns.