Excellent Doctors, But Admin and Billing Need Urgent Attention!!

I’ve been a patient at Medicross for quite some time, and I want to start by saying the doctors — especially Dr Bosman-Jansen — are absolutely amazing. He is professional, kind, and genuinely cares about his patients. I have no complaints whatsoever about the medical care itself; it’s excellent.

However, the nurses’ station and billing process need serious improvement. There have been multiple concerning incidents:

File mix-ups: On more than one occasion, a nurse almost gave my family member or me the wrong treatment because someone else’s documents were placed in our file. That’s a serious safety concern.

Incorrect billing: We’re always told at the time of payment that all charges for the visit have been billed and settled — only to receive surprise bills months later for things like blood tests, injections, or admin fees.

No disclosure of extra costs: Staff never advise upfront when additional charges will apply. Patients deserve full transparency before services are rendered.

Prescription fees: I’ve often received prescriptions over the phone (as advised by my doctor) without any charges. However, I’m now suddenly being billed for a “script fee” I never requested or was informed about.

Recent issue: In August, my partner and son were diagnosed with swine flu. The doctor advised that if they tested positive, I should also take Tamiflu as a preventative measure. I never asked for this prescription, nor was I told it would cost extra — yet I later received a bill for it.

Under the Consumer Protection Act (68 of 2008), any undisclosed or unauthorized charge constitutes an unfair business practice. I strongly suggest that Medicross improves staff training and ensures that nurses and admin personnel clearly communicate any potential costs before patients are billed.

It’s frustrating when great medical care is overshadowed by poor administration. I truly hope management takes this feedback seriously — your doctors deserve better support, and so do your patients.