Formal Complaint Regarding Ambulance Response

Dear Netcare Team,

I am writing to formally lodge a complaint regarding the extremely poor service I received from Netcare Ambulance on the night of [insert date[ 13 July 2025].

At approximately 23:49, I contacted your emergency number (082 911) requesting urgent assistance due to a severe headache. The pain was so intense I could barely lift my head. During the initial call, I was asked whether I was breathing properly. I explained that although I had no difficulty breathing, I was in severe pain and urgently needed to be taken to the emergency room.

At 00:02, I received a follow-up call from *** to check whether the ambulance had arrived. A friend of mine responded that we were still waiting. At 00:27, we received another call advising that I needed to come to where the ambulance was parked. My friend informed them that the ambulance was parked at a garage a street away from the building and that I could not walk there due to the severity of my pain. We pleaded with them to come into the building, but they refused.

Later, during another call (after a missed one at 00:36), the ambulance staff said they could not come inside because the crew consisted of women and they were afraid to enter the building. Despite the fact that my 12-year-old nephew and my friend were with me and repeatedly explained that I was physically unable to walk, they insisted that I make my way to the ambulance.

At 00:46, they called again. By that time, my condition had worsened significantly. I was in no state to move and told them they could leave. They mentioned they would call the next morning to check how I was.

In the end, I received no medical assistance and had to self-medicate with 2 Panados, 2 Grandas, and 2 sleeping pills in an attempt to manage the pain. It is important to note that I am on chronic medication for hypertension, and the severity of the headache, combined with my existing medical condition, made this situation even more dangerous.

As a result of the sleepless and painful night, I was unable to attend work the following day, which further affected me both personally and professionally.

I would like a clear response on the following:

Is it Netcare policy to park at a distance and refuse to assist patients who are physically unable to reach the ambulance?

Are Netcare crews not trained or required to enter residential buildings under such circumstances?

Why was the responsibility placed on me, a person in severe pain with a chronic condition, to walk across the street to receive medical help?

Additionally, I had provided my ID during the call, and the system recognized my information, which confirms that this was not my first time using your service. I expected a much better standard of care.

This incident was not only distressing but has left me deeply disappointed in a service I believed I could rely on in times of need. I expect a full explanation and accountability for what occurred, as well as information on what measures will be taken to ensure this does not happen to others.

Sincerely; Mmathabo