Netcare St Augustines Hospital

I am writing to express my concerns regarding my recent hospitalization at St. Augustine's Hospital, from June 3rd to June 4th, for a fractured wrist requiring plate and pin insertion. While the clinical nursing care I received was commendable - their bedside manner and kindness is absolutely wonderful - several administrative issues significantly impacted my experience and warrant attention. Pre-Admission and Online Assistance : On June 2nd, I contacted the hospital seeking assistance with the online admission process. The representative I spoke with provided an extension number and didnt offer to put me through. When I inquired if she could transfer me, her demeanor was completely unhelpful and dismissive. I subsequently held for 10 minutes and 51 seconds before the call disconnected. Subsequent attempts, including trying the provided extension, also went unanswered. Admission Process: Upon my arrival for admission, the lady at the reception desk exhibited an unsmiling but efficient demeanor...i suppose greeting so many people constantly is too much for her. I tried phoning on the 4th as well about 11/11.30 and general number was ne er answered. Ward Experience: June 3rd My admission to the ward around 07:10 was marked by disorganization. My designated room was not ready, with the bed unmade, they then gave me another room. Despite informing three separate nurses of my anticipated surgery time (around 09:00/09:30, as advised by the anaesthetist) and that my ward admission hadn't been done, none initiated the process...to be honest, i think its a long process and they didnt want the job . It was only when Nurse Shereen Kahn came to my room and I told her, that she hurriedly started the ward admission process. Upon arrival at the theatre, the anaesthetist expressed dissatisfaction, saying they had been waiting for approximately 30 minutes. Back in the ward after op: I experienced considerable pain throughout my stay, and I wish to commend the nursing staff for their exceptional kindness and efficacy in managing my discomfort. They really were wonderful. Discharge Process: June 4th My doctor discharged me at 08:15 on June 4th. I immediately expressed my urgency to return home (small emergency ) and inquired about me fetching my medication, to which the attending nurse stated arrangements would be made. As time progressed with no medicine being delivered,, I approached another nurse who assured me she would follow up and report back within 20 minutes; however, this did not occur. Thereafter I approached the ward reception desk three times...it's on its way, it's got lost, we cant fetch porter will bring...just unbelievable uncaring attitude. The staff there were notably unhelpful, conveying an impression that my inquiries were a total inconvenience to then...in fact not once when i went to the desk did any of them ask if they could help me...as i just stood there they felt obliged to help. St Augustines management could ciew the footage.Eventually, a call was made to the pharmacy, and I was informed that my medication was en route. Finally at 11:53, I was compelled to insist on immediate discharge to avoid incurring charges for an additional day. That's how atrocious the staff were. Finally I phoned and pharmacy told me they had the medicine. Again front desk at this Neuro ward ignored me and there was about 10 nurses, sisters, admin...I hvnt a clue milling about... Until finally a nurse coming down passage assisted me when I explained and said all I wanted was for someone to take me to the pharmacy as I wasn't sure where it was. omg you'd think this would be easy!! NO! no one allocated sttaight away to help me,, plus the sister who I think was in charge, insisted on phoning the pharmacy . I said, please don't. I'm sick and tired of this inefficiency, I just want to go get my medi inefficient and go home...we talking now about 4½ hours after doctor discharged me. I I hadn't insisted on getting discharge paper signed before 12, I would have had an extra day charged to me AND FOR WHAT, their incompetence. Conclusion This experience underscores the critical need for not only compassionate and skilled nursing staff, which St. Augustine's clearly possesses, but also for competent and efficient administrative and management personnel. The effectiveness of patient care is significantly hampered when systemic inefficiencies undermine the efforts of dedicated clinical teams.