Administrative Mismanagement – Netcare Greenacres Hospital

I am writing to formally raise a serious concern regarding my experience following my visit to your Emergency Room at Netcare Greenacres Hospital on 10 February 2025.

While I was very satisfied with the medical service provided on the day, what followed has been nothing short of a nightmare. Upon arrival and prior to consultation, I explicitly informed Ra-eesa and Linda at reception that my medical aid scheme requires pre-authorization, even for outpatient consultations. Unfortunately, no authorization request was submitted, despite my clear communication.

Subsequently, all claims related to my visit were rejected by my medical aid, due to the missing authorization. These claims have now been handed over to debt collectors, and I am listed with the credit bureau—for accounts I should not be personally liable for.

Despite repeated follow-ups over several months with Calin Williams, who has consistently assured me that the required medical reports would be submitted to the medical aid for retrospective review, there has been no resolution to date. It is extremely frustrating and disappointing that I now find myself listed for non-payment due to failures in your administration process, not any fault of my own.

This ongoing issue has cost me significant time, effort, and financial resources to try to resolve—a burden I should not have to bear for what is clearly an internal procedural lapse.

I urge you to take immediate action to:

1. Submit the outstanding medical report and authorization request to my medical aid for review.

2. Engage directly with the debt collector to place the account on hold pending resolution.

3. Provide written confirmation that this matter is being formally investigated and that steps will be taken to prevent this from affecting other patients.

Please treat this matter with the urgency and seriousness it deserves. I look forward to your response within 7 working days.

Sincerely, Onele Ngcetane Case number:***