Netcare Pretoria East Hospital - ER - Account Dispute - Failure to disclose inforation

Netcare Pretoria East Hospital - Emergency Room.

On Friday the 31st of August 2018, I had been bitten by a Genet. As a result I visited the Emergency Room at Pretoria East hospital in order to get the required medical attention.

On my arrival, the person at reception explained to me that a fee in the region of R900 will be payable immediately, due to the fact that the Doctors are not contracted by Discovery, and that I can later claim that amount back from Discovery. The ER Reception also checked my Medical Aid and informed me that the rest of my visit will be covered by Discovery. I had been assured that no further approvals or permission will be required.

During my consultation, I spoke to two different doctors whom explained to me the importance to not only have the Tettanis injection administered, but that I must also be treated for Raibies.

The doctors explained that they could not get the usual medication and that they should inject me with an Generic medicine. The explained the possible side effects and administered the injections.

Upon my release from the hospital, a shift change occurred, and the receptionist whom initially assisted me had left the building. The replacement told me that there is no bill payable, and that I will receive the invoice via email.

The doctors forgot to administer the Tettanis injection, and I had to go back the next day. (Such unbelievable incompetence). Luckily the nursing staff had been awake.

A couple of days later, I received bill for R910 and a notice for payment from the emergency ward. I also received an invoice to the value of R8 090.43 and a notice from the hospital, indicating that discovery will not cover the costs. After several enquiries, I realised that the reason why discovery will not cover the claim is because the medication which had been administered is not registered with the Medical Control Counsel. The 5 times 5ml Equirab which had been administered is a section 21 drug. (Note that staff at the Pretoria East Hospital had been extremely rude and unwilling to assist.)

I believe that the information provided by the Emergency Room staff, including the reception staff as well as the attending doctors had been incomplete and in some cases blatantly false. It must have been explained to me that the medicine is not registered with the Medical Control Council (MCC) of South Africa. Please note that I can write an book in this regard, but that I am keeping it short for the purpose of this mail..

I did not receive fair and honest dealing. I did not receive disclosure of information. I did not receive fair and responsible marketing. There is absolutely no accountability by the supplier. I did not receive fair value, good quality and safety. I did not receive fair, just and reasonable terms and conditions.

The attending Doctors assured me that the usual medication is not available in South Africa, yet, three days later Kloof Hospital informed me that they had stock.

In reference to the current Consumer Protection Act (No. 68 of 2008) as amended, I hereby declare a dispute in regards to the received service and the accompanying invoice.

I have no intention of settling the invoice until this dispute had been resolved.

Note that I am in no way an expert on medicines, and as such I relay the information as I have received it. I also believe that for this reason, all details should have thoroughly explained to me as a patient.

Also Note: Discovery indicated that they will consider covering the claim, if the hospital will supply the temporary approval certificate from the MCC, authoring temporary use of Equirab.

Please be so kind as to confirm receipt of this mail.

I am looking forward to your reply.