Distressed mother turned away with her 5year old daughter - struggling to breathe

**GARDEN CITY HOSPITAL** I am writing to formally express my deep dissatisfaction with the service my daughter and I received at Garden City Hospital in the early hours of Saturday, 28 March 2025. I am extremely concerned about the level of care and urgency provided, particularly in what was clearly an emergency situation.

Upon our arrival, we found the triage door closed. The receptionist, who was seated, took approximately eight seconds to acknowledge me. When I explained that my daughter was struggling to breathe, I was simply instructed to knock on the door and check if anyone was inside. This response was not only dismissive but highly inappropriate given the urgency of the situation.

As we waited near the triage room, my daughter continued to cough and complained of chest pain and discomfort. It was only after she coughed loudly that the nurse inside the room finally opened the door. In the meantime, the receptionist had gone into the emergency department (ED) to find someone to assist us. However, by the time he returned, the nurse had already started taking my daughter’s vital signs.

Despite her visible distress, we were made to wait again. I was then informed by the receptionist that I needed to pay an outstanding amount of R845 before my daughter could receive further medical attention. As this was an emergency, I find it entirely unacceptable that financial matters were prioritized over immediate care. My medical aid covers 1x Casualty emergency visit for my daughter, as she had not used it this year, and at that moment, my daughter’s well-being should have been the primary concern.

I am deeply disturbed by the lack of urgency and empathy displayed by the hospital staff. If my daughter’s condition had worsened while waiting, who would have been held accountable for the consequences? This experience has led me to question the hospital’s commitment to providing emergency care and ensuring patient safety.

I request a formal response addressing the following:

An explanation of the hospital’s emergency care policies, particularly regarding the prioritization of patients in distress.

Clarification on why immediate medical care was delayed due to a financial requirement, despite the nature of the emergency.

The steps the hospital will take to ensure that no other patient has to endure a similar experience in the future.

I trust that this matter will be taken seriously, and I look forward to your prompt response.