MuelMed Medi Clinic

This would be the second time in the space of just less than a year where my mother has been to MuelMed and supporting documentation was not sent to our medical aid. The first incident, mom was in hospital for 5 days when only 2 days were authorised with staff being slow to rectify, and we were almost held liable for the costs of the unauthorised 3.

Again my mother needed to be admitted (15th June 2023) and spends a good 20 days with our medical aid receiving no correspondence. My father is alerted by our provider and told that we would be held liable. I called the hospital on the 6th of July asking for clarity on what has been happening, as not even the Dr has arrange any contact with us as the patient’s family. I was told that a Lisa Olifant was handling the medical aid submission but had stepped out. I asked for her to call back, left my name and contact details but never received the call. Miraculously that same day our medical aid tells us that all outstanding documents have been received and all has been sorted. 20+ days after admission.

I’m lodging this complaint because this is the second time such has happened, and because I don’t quite understand why we need to be chasing hospital staff for feedback and clear communication. It gives the impression that patients aren’t a priority. Besides the administrative issues, not one Dr has tried to call or arrange to speak to us, knowing that we are hundreds of KMs away from the patient and can’t drop in as frequently as we would need.