Horror Experience from Panorama Medi-clinic

I hereby want to give an insight into what my 7-year-old son had to endure at Panorama MediClinic Private Hospital on the 14th November 2021. He went into emergency for a cut between his eyebrows.

Qiraans nightmare ordeal started the moment Dr. Biketi entered the cubical without greeting or introducing himself. He then without a word walked out, I followed him to ask what will be done. He said that it's best to glue the wound to lessen scarring. As Dr pushed in the trolly, Qiraan saw the scissors on the trolly and he panicked and asked if it will be used on him. I assured Qiraan that it won't be used on him but to cut band-aids. I then said '' right Dr ', and Dr rep**** with an "Er" looking visibly agitated and annoyed. Dr then proceeded to clean the wound but Qiraan became fearful and asked Dr if it's going to hurt, to which Dr rep**** in a raised voice '' I don't have time for this and if you don't sit still, the wound will open more and when you come back then it's going to really hurt".

Qiraan fearful comp**** and Dr clean the wound. Dr did not take into consideration protecting Qiraans eyes by closing it and just squirting the glue resulting in the glue running in the opposite eye. Qiraan shrieked out screaming "help" saying '' it's burning''. Dr again said in an agitated manner '' sit still '' That's when I told him that the glue ran into Qiraans eye. In the meanwhile, Qiraan was panicked stricken, and screamed and begged for help. He also shouted for his daddy that was outside to come and help him. Even the security was startled. Both the doctor and nurse took water to try and wipe the glue away but after a few minutes, they left leaving my husband and I, trying to wipe away the glue but to no avail. The eye was completely shut.

The doctor came to inspect a couple of times and left each time saying nothing. Later a different doctor came to check Qiraan's eye and left, a few minutes later the emergency Dr. Beketi returned saying that he called a Pediatric Surgeon and she said that we must leave the eye and she will see him in the morning. Doctor Beketi said that we may leave and come back the following morning or they can admit Qiraan to which I confirmed that I thought for safety that Qiraan should be admitted. I stayed over with my son and gave a report of what happened to the complaints department.

In the Pediatric ward, we were with highly compassionate nurses and a Dr that was kind and treated Qiraan with compassion, respect, and love but they can attest to the fact that Qiraan was severely traumatized.

They can also attest to the fact that when they entered Qiraans room to apply the eye drops and ointment that Qiraan panicked begging for them not to come near and wanting to know if its the Dr that glued his eye. On the 16th December, Qiraan was discharged and we went to the same lady in the complaints department to ask for a copy of our report and requested a copy of the outcome of the hospital's report. She said that the hospital's report will take 5 to 7 days and she will then give us a copy.

We received a call from Joshua to say that Panorama Hospital will be paying his hospital stay and when we asked about the emergency room bill we were told by Joshua that he will come back to us which he later did and said that the hospital will take care of that bill as well. We requested that both the hospital and Dr. Biketi need to personally ask Qiraan for forgiveness as we teach our son to be accountable for his actions and that it's not okay for others to disrespect or cause him harm. We wanted to also know whether the Dr will be reprimanded as this could happen in the future to another patient and their reply was that they cannot discuss that with us. Becoming frustrated we realized that Qiraans ordeal was just a 2nd thought to them. We asked Joshua to gift Qiraan and hand it over to him personally with an apology. Joshua asked if a teddy bear will be okay and I said no because Qiraan does not play with teddy bears. Joshua asked what Qiraan liked and I said computer games. By this time out of frustration that the Doctor and a hospital representative did not personally apologize to Qiraan we asked for a game set up as we felt that we were wronged from the beginning. They sent a driver to drop off a card, 2 colour in books, and a voucher for R700 which we declined as 1, where is the personal apology to Qiraan from both Dr. Beketi and a hospital representative. 2. Offering R700 as compensation for the nightmare Qiraan had to suffer. Later that day on Tuesday 07 December 2021 we popped in to ask for the outcome of the hospital report. She advised us that because we declined the voucher that she cannot discuss the case any further as it was handed over to their legal department, however, she felt the right to voice her opinion and said of the 14 years of working at Panorama Hospital she never came across such demands and that from talks with their doctors that were on duty, on said date, they all said it was an accident. She also said that it was Qiraans fault for not laying still and it was an accident, not negligence. She would not allow us to respond and swiftly moved towards escalating her bias opinion. This was the response Panorama Hospital sent us,

Not sure if I can publish their response email but here is a summary:

We appreciate the time and effort you took to bring your concerns to our attention and regret the ordeal my son has to endure, however, they don't accept that DR. Beketi was negligent but is willing to increase the amount of R700 to R2500 on a without prejudice basis in addition to writing off the costs directly associated with the incident which occurred in the emergency room. also if we accept we have to sign a discharge and release form.

I once again declined their offer as I 100% believe that Dr. Beketi was highly unprofessional, disrespectful, uncaring, and above all totally negligent. Failing to treat his 7-year-old patient with respect and dignity. He has put Qiraan's well-being in danger both physically and psychologically. I am also unwilling to sign their discharge and release form if justice was not done for Qiraan. What if later in life God forbid something goes wrong with his eye. It's my duty to stand up for my son and try to prevent this from happening to others.