To be treated with utter lack of respect

To whom this may concern,

I was at Kloof Mediclinic yesterday (4th June 20202) to pick up a patient who was admitted there for an operation. I dropped her off in the morning and received a call from the Dr rooms to pick her up around 11am. When I got there I found her in the waiting area and she only then informed me that she still has to go in for one more operation which she think might be at 13h00.

The reason why she was operation in the rooms was because her Lancet COVID19 results were not ready yet. I then went to lancet myself and asked them to assist. Around 11:40pm I was able to get the results and I gave it to the patient and then carried on organising authorisation at her medical aid. She since then was sent to the Ward.

I felt that I drove all the way to Kloof Hospital, I might as well sit and wait which no one had a problem with nor did any tell me that I am not allowed. I then sat on my own, not close to people and ordered something from the Cafe which was open. Around 12 \ 12:30pm there was a shift change at the door where a different lady took over to test the patients temperature. I had my original paper with me the whole time that the Dr rooms signed when I got there when I thought I was going to pick the patient up.

I told the lady at the door that I am going to sit in my car, can I just show her my paper when I come back again, not letting me finish my sentence, she looked at me and told me in a VERY rude voice that “We can not remember faces, you WILL fill in a new form when you come back and re-take your temperature” . I was shocked by the way she spoke to me but I then said that it is fine and off I went to my car.

I then sat in my car for a rather long time because the lady at the door was so rude and I could clearly see that this is going to be a problem when I want to go back. But as life has it I then had to use the bathrooms and I took the opportunity to phone the ward to hear about the patient, they then told me that she just came out of theatre and and I can phone back in 5 min then they will be able to answer my question.. I hen made my way back to the Hospital (this was around 13:30). When I got to the door there was two patients at the door getting their documents ready and handing it in to the rude lady at the door. She then yelled at the patient for not keeping his distance from her, but he was an older man and he struggled to hear. She then gave him the 3rd degree to where he is going and what he is going to do.

Then it was my turn, I handed my new document in since she told me that I will fill in a new form. I told her that I want to go to Ward-D to see if the person I am here for is maybe finished because I just phoned and they told me that she just came out of theatre and I must give them 5min then I can phone back to hear when she can be picked up. The lady at the door told me in a very rude manner that I am NOT allowed in to the hospital. I then apologised but did not want to make extra work for everyone hence why I wanted to go look myself. I then asked her if I can just buy a cool-drink, she then again told me that I am not even allowed in, basically pushing me aside while she says this to assist a different person and not letting me finish. I then asked her if I can please use the bathroom and she looked at me and she said “No, we don't want people to come in because patients use the bathroom as an excuse to come in and then they never come back but if you really need to go then you will leave your bag in front and then pick it up when you come back…”

I then did exactly just that, I left my bag there with all my valuables inside and used the bathroom, I then rushed back and noticed that she wasn't even looking out for my bag and anyone can take it.

I understand that there are new rules to the Hospital and the staff needs to inform this to the patients so we can all learn, but speaking to me like I am a child is uncalled for. When this happens I was so shocked that someone is talking to me like I am a total idiot and a child who cant understand. This is truly insulting my intelligence.

As I left I climbed on my phone and spoken to a lady who is the Admin Manager. She was shocked to hear what has happened to me and shocked to hear about my experience. She told me that she was going to speak to this lady about how she addresses the patients. But for me this isn’t enough. I am still in total shock that I was spoken to like this and I want her to apologise to me. No one deserves to be treated like this.

Kindly see that the head of the Hospital gets this message as I will continue to contact the hospital or drive there myself and demand the apology in-front of everyone there. I am a very calm person and I do not get easily upset, but his treatment was horrific, horrible, disrespectful, mean and uncalled for as I was there not for myself but for someone who was bringing in money to your hospital.