Unfair treatment

I would like to lodge a formal complaint regarding the treatment we received today while at the X-ray department at Medi Clini Kloof Hospital in Pretoria.

Our child was making noise due to his condition, when one of the staff members approached us in an irritated manner and instructed us to make him sit down and keep quiet. She further stated that there were “very sick people here” and that we were making noise.

I found this approach insensitive and upsetting. We were also at the hospital because we were unwell and required medical attention. The fact that our child has a condition that may cause him to make noise or behave differently should have been met with understanding, patience and compassion.

We have seen other children making noise or behaving similarly in public spaces, and we understand because children are children and some may have additional needs. What was particularly disappointing was not necessarily the concern raised, but the manner in which it was communicated. It is not only what you say, but how you say it that matters.

The incident also left us feeling uncomfortable and wondering whether we were treated differently because our child is Black. While I cannot confirm the reason for the staff member's attitude, the experience made us feel singled out and unfairly treated.

We respectfully request that this matter be investigated and that staff members be reminded of the importance of treating all patients and their families with dignity, sensitivity, patience and respect, particularly families caring for children with special needs.

We hope that raising this complaint will help prevent another family from having a similar experience.