medical services who just don’t care

I am writing to formally complain about an interaction I had today with a staff member named Ty, who handles MRI/MRA bookings for Morton and Partners.

I contacted Ty to book an MRA. As someone unfami**** with the procedure, I asked a few clarifying questions about the booking process, including what my financial responsibility would be regarding my medical aid coverage. Rather than providing clear information, Ty became visibly irritated and spoke to me in a scolding, condescending tone. When I asked for clarity on the payment process, he told me I should already know what my medical aid covers, rather than offering any guidance.

I remained calm throughout and asked him directly to show some patience and kindness, given how overwhelming this process already was for me. He did not. Instead, he repeated that it was my responsibility to know my medical aid coverage, and subsequently sent an email to the referring practice in which he again criticised me for asking about payment.

By the end of the call I was in tears, embarrassed, and genuinely anxious about being treated by this practice. I no longer felt safe or comfortable proceeding with the procedure under their care and have since cancelled my booking.

For comparison, the new practice I booked with handled the entire process with warmth and professionalism. They proactively explained the procedure, the co-payment, and the financial process without my having to ask, and checked in to make sure I understood and felt okay. This made the contrast in how Ty handled the situation even more stark.

I understand that booking staff deal with administrative processes daily, but for patients this is often an unfami**** and stressful experience, particularly around medical procedures and costs. I would ask that this complaint be formally noted, and that Ty receive guidance on patient communication and professionalism. I would also appreciate a response outlining what steps will be taken to address this.