Lack of service

Good day,

Today my mother went to Lilian Ngoyi Community Clinic for her chronic checkup. When she got there she went to the chronic admin clerk to collect her file, to her surprise the clerk told her to wait while she is looking for the file because her file is missing and that if she cannot find the file she will have to open a new file for my mother. My mother had no problem with waiting while the woman was trying to get her file but now she was waiting for up to 1hour 45minutes with no update as to whether the lady can find the file or not. So my mother went to remind the lady that she is still waiting for the file but the lady told her that she is still looking for it however she was busy on her phone and chatting with her colleagues. At that point my mother was getting annoyed because all the other patients that were behind her were done so she had to literally rejoin the queue all over again while waiting for this clerk to bring her file to her. After 2hours 12minutes of waiting for the file my mother went to the matron to explain the situation and that’s only when the clerk came to her with her file and asked her why did she go to the matron to report her because she took her precious time to try and find the file... the clerk was talking to my mother with so much attitude as if she was not on duty. This is not the first to such happen at most of these government community clinics. I mean our parents go there almost every month to seek medical assistance and these admin clerks, nurses and doctors take advantage of them knowing that they cannot say anything because they need help. I find it hard to understand what this clerk lady meant when she said she is taking her time to find my mothers clinic file.. I mean is she not getting paid every month for her service? I mean is volunteering or what? And even she is a volunteer, I mean no one forced her to do it. My point here exactly is all government health care workers should stop treating our parents/patients bad because they have medical aid and go to private hospitals were they are treated with respect. Enough is enough.. I demand an apology.