Netcare Pinehaven Hospital - Patient considered liable for hospital costs incurred due to incorrect Netcare hospital COVID Emergency admissions protocols

My mother Dianne Malan, arrived at Netcare Pinehaven via a Netcare ambulance as a COVID patient at +/-02h00am on the 16/07 in need of medical attention as she was in a vey weak and also extremely dehydrated state. On arrival she had given her ID and Discovery card under the instruction of the Ambulance staff so they could sort out the hospital admission, they returned with someone from the hospital to do a COVID test. We strongly suspect the test given has caused some permanent damage as it was extremely painful and probing and the person did not stop even as she protested in agonizing pain - we have requested the persons name that did the test but nothing has been provided so far? My mom has also not felt the same since and had the same pain even days later. When the test results came back and confirmed she had COVID, she was then taken into the hospital, further tests were run, she was treated and then stayed in a ward overnight and was discharged by a doctor the next day.

Then 2 days later she was informed by the private doctor groups that make up Pinehaven hospital staff (namely Mothudi, Bergman, Ross Inc and Dr. D. Erasmus) that she was considered to be liable for costs incurred rather than Discovery Health even though she had given her ID and Discovery Health card for admission and has a valid Hospital plan? She was shocked by this and she had a very clear intention to be booked into hospital as it was an emergency situation. After all she had been screened at home and then driven to Pinehaven in a Netcare ambulance and told they were sorting out the admission for her? After it cannot be expected that an emergency patient who is sick and in a weak condition from COVID can just make their way to the admissions / reception desk to book themselves in! She had also provided my contact details as the primary contact person - nobody had even called me for any feedback, consent or consultation at any stage? The fact is she was tested and treated and given a bed in a ward for the night. My mother never signed to authorize any of the costs incurred as she was under the impression that she had been admitted into the hospital on the knowledge of her healthcare provider - Discovery Health and was therefore being treated as a patient.

So purely due to some sort of an operational or procedural shortfall where the paperwork or admissions process was not handled correctly by Pinehaven staff on the night. The scenario has now become that my moms patient status on the night was considered to be an 'Outpatient' and therefore redirects any costs incurred.

Netcare Pinehaven must be able to produce documentation where here specific consent for the treatments and tests carried out and for any associated costs incurred which she is now being considered to be liable for. She has requested a full written account from Netcare Pinehaven on how the sequence of events was recorded by the hospital - so far nothing but a simple response from Constance Majeke the Hospital General Manager at Pinehaven has been received that simply notes notes: 'Any patients brought in by an ambulance or own transport, are all assessed at our emergency department. An admission into our facility lies solely at the discretion of the attending Doctors. The costs incurred, if not paid by the medical aid are for the member’s own pocket. Please note that any treatment at our emergency Department is covered by day to day benefits'.

In this very brief and cold response, there is zero consideration or feedback given at all to the COVID Emergency situation admissions protocols, clear and concise communication to patient or family or any kind of authority to proceed without consent and no empathy. We currently still await further feedback from Pinehaven hospital at this stage to provide us with further details requested. My mother is also now left with no other choice but to approach the Health Ombudsman as her next stop to fight this with Pinehaven hospital.

While this is all happening she is also being told that she will be handed over to attorneys by Dr. D. Erasmus for failing to make an initial payment deadline even though she had specifically requested that all payment deadlines be put on hold until the complaint lodged with Netcare is officially considered as finalized.

IT SEEMS THAT NETCARE DOES NOT LIVE UP TO ITS OWN VALUE SYSTEM WHICH SHOULD GIVE EMPHASIS TO PAITENT CARE, CONSENT AND EMPATHY.