Formal Complaint – Unprofessional and Unacceptable Conduct by Kevin (Admissions Department)

Dear Wilgeheuwel Life Hospital Management,

I am writing to lodge a formal and serious complaint regarding the conduct of a staff member in your Admissions Department, namely Kevin, and to express my deep concern over the inexcusable delay in updating my mother’s medical aid information and submitting her urgent procedure for authorisation, which resulted in a life-threatening delay in care.

On Wednesday, 11 June, I phoned the Admissions Department to urgently query why my mother’s extended hospital stay and critical theatre procedure had still not been submitted to her medical aid, despite the specialist having confirmed the need for the procedure the day before. My mother had been removed from life-sustaining medication in preparation for this procedure, making any delay extremely dangerous. Despite this, your hospital and case management team only submitted the request 19 hours later, significantly increasing the risk to her health.

When I spoke to Kevin over the phone, I was met with an appalling lack of urgency, empathy, or professionalism. He was dismissive and rude, and while he said he would follow up and call me back shortly, he never did. Three hours later, having received no feedback, I physically went to the hospital before visiting hours to address this in person.

In person, Kevin’s behaviour was even more unacceptable. He was rude, arrogant, and sarcastic throughout the conversation. As I tried to tearfully explain the seriousness of the matter and the risk to my mother, he rolled his eyes repeatedly, spoke over me, and dismissed my concerns entirely. When I asked why he had not phoned me back, he responded in a condescending and belittling manner, stating, “It must not be important if the medical aid hasn’t approved it,” showing zero accountability for the fact that his department only submitted the request after 19 hours. His coldness and lack of compassion were inhumane. I even pointed out his rude behaviour, yet he continued to repeat himself in a sarcastic tone with no apology or concern whatsoever. I asked to speak to a manager, at which point Kevin told me to sit and then disappeared. I waited for 20–30 minutes, during which time no manager arrived, and I later learned that Kevin had not requested one as I asked. A kind lady from Admissions, whose name I will not mention out of fear that she may be victimised, eventually came over. She confirmed that Kevin is known for his rude and difficult behaviour and revealed that she had simply been on the phone and had not called management as I requested – essentially ignoring me. She was deeply sympathetic when she heard what had happened and was clearly uncomfortable with his behaviour. She even asked me to pray for her because she has to work with someone like him, and told me that Kevin is the senior person in Admissions, and only he can resolve such matters – if he chooses to.

This sweet staff member also recommended that I go visit my mother as half the visiting time had already passed while I sat waiting for help, and she encouraged me to escalate the matter to management.

I am absolutely disgusted and devastated by Kevin’s conduct and by the hospital’s handling of this incident. His actions caused a delay in my mother’s life-saving procedure, and not only was there no apology or ownership from him, but to date, no one from hospital management has reached out to me to address this serious failure in duty of care.

Kevin’s behaviour is unprofessional, *********, and completely unacceptable in a healthcare environment. His continued presence in a role that deals directly with vulnerable patients and distressed families is a serious concern. Someone with such a blatant lack of empathy, accountability, and professionalism should not be allowed to work with people—especially in a hospital environment where compassion and responsiveness are critical.

I demand that this matter be urgently investigated, and that serious disciplinary action be taken against Kevin. I further request formal written feedback regarding what action will be taken to ensure that no other family is subjected to this kind of negligence and inhumane treatment in future.