Disappointed by Unprofessional ER Treatment at Netcare Blaauwberg

I would like to lodge a complaint regarding the treatment my son received at the Netcare Blaauwberg Emergency Room during the early hours of Sunday, 3 August 2025.

My son was experiencing severe toothache and facial pain, and we were concerned enough to bring him to the ER. From the moment we arrived, we were made to feel as though we were wasting the staff’s time. Remarks were made such as, “Why didn’t you just pull the tooth yourself?” — which, although said in a joking manner, felt inappropriate and dismissive given the pain my son was in. He was triaged and then seen by a doctor. The doctor did not examine my son at all. He merely instructed the nurse to administer pain medication. The nurse returned with tablets, including four small tablets to be placed under the tongue, but no explanation was given as to what the medication was or what to expect. The only comment she made was, “He’ll be out cold before you reach your car.”

By the following morning, my son’s condition worsened dramatically. He was shivering, vomiting, and unable to lift his head. He could not even tolerate a sip of water without vomiting. Deeply concerned, I contacted the ER and explained his deteriorating condition. We then rushed him back to the hospital. This time, the experience was completely different. From the receptionist to the porters and medical staff, we were treated with professionalism and empathy. He was immediately placed on a drip. Dr Scholtz, who attended to my son, conducted a thorough examination, and explained every step of the treatment clearly. He identified a possible ear infection affecting his balance and even cleaned the ear as part of his treatment approach. Throughout our stay, we were kept fully informed, and my son received the care we believe he should have received during the first visit.

It is my belief that, had the first doctor and nurse taken the time to examine my son properly, and treated our concern with the seriousness it deserved, the second ER visit and the suffering he endured might have been avoided. Furthermore, the financial burden of a second ER visit, caused by what we feel was inadequate care on the first occasion, is unfair and distressing. I feel deeply aggrieved by how we were treated during the initial visit and request that this matter be investigated thoroughly. Patients should never be made to feel belittled for seeking emergency care — especially not when they in pain. Lastly, I would like to express our sincere gratitude to Dr Scholtz and his team, including the reception and porter staff, for their professionalism, empathy, and excellent care during the second visit.