COMPLAINT WATERFALL HOSPITAL NON PAYMENT OF ACCOUNT

Good day My complaint refers :

My name is Roshinie Pillay, Customer Number ********** 682, and was admitted at Waterfall City Hospital on 02 May 2017.

On 19 January 2019 I received a call from an Attorney advising me of Non-Payment of account – and I have an outstanding amount of R1800. I was unaware of this, and asked that the attorneys forward me an Invoice/Statement?

On 21 January 2019 I received the statement and invoice from Lorraine Khoda (employee of Netcare) I immediately forwarded this message to my medical aid (Bankmed) to advise why this account was not settled? Bankmed sent me a reply on 22 January 2019 stating that :” In response to your email kindly be advised the claim for the above mentioned hospital was for a total of R24 063.12 and we have paid the hospital an amount of R22 187.03 on 29 May 2017. There shortfall of R1 876.09 because we require a doctor’s report to assess paying the balance of this claim. The requested report can be sent to ********** for review and feedback will be provided within three working days”

Why was this report Not submitted by the case manager from waterfall hospital – as per my knowledge the accounts and payments thereof is dealt between the case manager and medical aid. Bankmed would have stipulated to case manager what report is required, as they don’t liaise with the patient directly. It is quite unfair for me to receive a call from an attorney, over a year later, and demand a payment? Had the correct procedures been followed by Netcare Waterfall hospital, this account would have been settled in 2017. I have forwarded bankmed’s response to Lorraine, and she asked me to follow up with my doctor for the report – to which I rep**** “why is Netcare pushing their duties off onto me? Should this not have been done by the case manager? and to date I have not received any feedback from her?

Further to this, my husband received a call yesterday, 05 February 2019, from a VERY RUDE person named KEAGAN – he was asked who is Roshinie Pillay to him, which he rep****, she was the wife. Then Keagan goes on to say – “It is because of people like you, everyone suffers? Why can’t we just pay the bill?” he also said “if we don’t pay this bill, we will be Exempted from using the Netcare Waterfall Hospital and even all other Netcare Hospitals” Just a message for rude KEAGAN – it is because of people like himself who bullies and threatens people, that people are often victims of injustice. However I am not like everyone else, and do understand my rights as a customer, and I will not accept INJUSTICE from anyone……..

Who gives your employees the right to speak to Customers in this tone and manner? Is there No Etiquette that Netcare employees are taught? Without Understanding the reason for non-payment he has the audacity to go on at my husband?

Had Netcare Waterfall done their job in the first place, this would have not come to this? I don’t see why I the patient/customer must face such behaviour and treatment from Netcare, when I am not even at fault?

Please look into this matter urgently and I hope you find a solution, and more importantly the likes of KEAGAN is dealt with. I believe KEAGAN owes my husband an apology