1 reviews | Active since Mar 2023

16 Mar 2023, 08:34

Netcare - Unitas Centurion - Complaints

Item: Netcare
Rating: 1
Author: Jan S

Good afternoon, All.

The below correspondence refers.

It is now eleven days since I have lodged the complaint below and no feedback received. Is this the norm for Netcare? If anybody intends to respond, please do so on this e-mail to keep the train of correspondence intact.

Thank you.

JAN SWIEGERS Underwriting Manager

***

+27 (0) 12 ***

Block A, Block@Nature 472 Botterklapper Street, Die Wilgers Lynnwood Ridge, Pretoria

Natsure (Pty) Ltd – FSP 4578 Natsure Underwriting Managers (Pty) Ltd – FSP 50704 Authorised Financial Services Providers

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From: Jan Swiegers Sent: Wednesday, March 8, 2023 4:59 PM To: Wendy Beukes <***> Cc: Elsa Swiegers <***>; *** Subject: RE: NTC*** Swiegers EH Case No ***

Thank you, Wendy.

Much appreciated.

Kind regards.

JAN SWIEGERS Underwriting Manager

***

+27 (0) 12 ***

Block A, Block@Nature 472 Botterklapper Street, Die Wilgers Lynnwood Ridge, Pretoria

Natsure (Pty) Ltd – FSP 4578 Natsure Underwriting Managers (Pty) Ltd – FSP 50704 Authorised Financial Services Providers

From: Wendy Beukes <***> Sent: Wednesday, March 8, 2023 3:10 PM To: Jan Swiegers <***> Cc: Elsa Swiegers <***>; *** Subject: RE: NTC*** Swiegers EH Case No ***

Dear Mr Swiegers

Please allow me to assure you that the complaint is not closed and review and written feedback will still continue. It is merely the escalation log (Escalation request) that has been closed as contact by Senior Nursing Management was made. I apologise if there might have been a misunderstanding based on my email that you received.

I will ensure that the relevant parties receive your communication below.

Kind Regards

Wendy Beukes Person Centred Care Officer Netcare Unitas Hospital Clifton Avenue Lyttelton Centurion 0140 Switchboard: +27 (0)12 *** Direct Number: +27 (0)12 *** E-mail: ***

Website: www.netcare.co.za

________________________________________ DISCLAIMER AND CONFIDENTIALITY NOTICE: NETCARE LIMITED The information contained in this e-mail communication is confidential. This information is intended solely for the use of the intended recipient named above. If you have received this e-mail communication in error, please notify the sender immediately, forward it to the intended recipient, if you are aware of who the intended recipient is and delete this e-mail from your e-mail system immediately. In the event that you are not the intended recipient, you are hereby notified that any disclosure, distribution, use of, printing, copying or other action on the contents of this e-mail communication is strictly prohibited. This e-mail communication and its contents are not intended to be legally binding on Netcare Limited, its affiliates or the sender hereof nor should the contents hereof be construed to amend any contractual arrangement in place, unless explicitly stated herein. Netcare Limited accepts no liability for any loss or damage, whether direct, indirect, consequential or economic, however caused, which may result directly or indirectly from this e-mail communication or from any files attached hereto. Save for bona fide company matters, Netcare Limited does not accept any responsibility for any material, views or opinions contained in this email. This email is further subject to the provisions of the Protection of Personal Information Act 4 of 2013.

From: Jan Swiegers <***> Sent: Wednesday, 08 March 2023 14:08 To: Wendy Beukes <***> Cc: Elsa Swiegers <***>; *** Subject: RE: NTC*** Swiegers EH Case No ***

ALERT: This message originated outside of Netcare's network. Please be additionally cautious before clicking any link or opening attachments. ________________________________________ Good afternoon, Wendy.

A few issues:

a) I find it disappointing that Netcare would want to close the escalation log, without having received feedback from the hospital and full knowing that the complainant has not received feedback either. These are not mere “concerns” that can be wiped off the table via a telephone call. A patient’s health was seriously jeopardised and I would have thought that (given the flowery words pertaining to “patient care” and “professionalism”, etc on the website) Netcare would actually drive an in-depth investigation to get to the bottom of this? b) Some matron – Elsie?- did call me with a very lackadaisical attitude, informing me that she could not comment on the payment, but the other problems, she could address. (The problems would be rather difficult to address, seeing that the patient has been out of the hospital since last week, Thursday?) She seemed quite taken aback when I insisted on written feedback, possibly because that would mean some extra work and it can also not later-on just be denied. Questions: Why was the matron not available on Thursday evening, at least not until after the staff realised that I was seriously concerned for my wife’s health and that I was in fact taking her out of the hospital – please refer to my report below. What answers was the matron going to give regarding the fact that most of the specialist physicians were on leave at the same time or the lack of treatment by the one specialist that could eventually be found? c) I have copied my original e-mail below and I would appreciate everybody to keep responding to this mail in order to keep the train of correspondence intact. I would appreciate you forwarding this request to whoever is going to respond to my complaint, as it is almost impossible to obtain an e-mail address for the hospital. If you could forward an e-mail address of the superintendent of Unitas, I will keep him/ her in the loop – going forward. (Apparently this person’s name and contact details are state secrets.)

Your further feedback would be appreciated.

Kind regards.

Jan Swiegers ***

From: Wendy Beukes <***> Sent: Wednesday, March 8, 2023 10:18 AM To: Jan Swiegers <***> Cc: Elsa Swiegers <***> Subject: FW: NTC*** Swiegers EH Case No ***

Dear Mr and Mrs Swiegers

I believe that Matron Morare and Sr Sithole from Ward 1A made contact telephonically and acknowledged the concerns that you had raised. Matron Morare indicated that you had requested written feedback which will be provided in due course.

Please note that I will be closing the escalation log on CareNet from my side and you will receive a notification to that effect. You are welcome to contact me should you need any additional assistance.

Kind Regards

Wendy Beukes Person Centred Care Officer Netcare Unitas Hospital Clifton Avenue Lyttelton Centurion 0140 Switchboard: +27 (0)12 *** Direct Number: +27 (0)12 *** E-mail: ***

Website: www.netcare.co.za

From: Jan Swiegers <***> Sent: Monday, 06 March 2023 13:08 To: Wendy Beukes <***> Cc: *** Subject: RE: NTC*** Swiegers EH Case No ***

You don't often get email from ***. Learn why this is important

This serves to confirm consent of my wife, EH Swiegers, that you may address all correspondence to myself.

Kind regards.

JA Swiegers. ***

PS: She will also reply from her e-mail.

From: Wendy Beukes <***> Sent: Monday, March 6, 2023 12:07 PM To: Jan Swiegers <***> Cc: *** Subject: NTC*** Swiegers EH Case No ***

Dear Mr Swiegers

Thank you for reaching out via our Customer Care Forum. The content of your communication has been noted. We apologise for your negative experience whilst Mrs Swiegers was admitted at Netcare Unitas Hospital .We wish to assure you that your email will be brought to the attention of Nursing Management for review and feedback in this matter. Please note that we will contact you either by e-mail or telephone, within the next couple of days.

Would you also please be so kind in the interim to furnish us with written consent from Mrs Swiegers ? This is necessary so that we may communicate with you on her behalf . For the sake of your convenience,you are welcome to provide this via a return mail. Feedback will be provided directly to Mrs Swiegers in the absence of the aforementioned document.

Kind Regards

Wendy Beukes Person Centred Care Officer Netcare Unitas Hospital Clifton Avenue Lyttelton Centurion 0140 Switchboard: +27 (0)12 *** Direct Number: +27 (0)12 *** E-mail: ***

Website: www.netcare.co.za

From: Jan Swiegers Sent: Saturday, March 4, 2023 7:12 PM To: '***' <***> Cc: '***' <***> Subject: Complaint - Patient EH Swiegers

WITHOUT PREJUDICE

Hospital: Netcare – Unitas – Centurion. Ward 1A – Bed 10 Dates: Admission – Wednesday, 01/03/2023 @ +- 11h00 Left - Thursday, 02/03/2023 @ +- 18h00 Patient: Mrs EH Swiegers – *** Medical Aid: Discovery (Classic Comprehensive) – *** Main member: Jan A Swiegers - *** Reason for admittance: Covid+. (High fever/ diarrhoea/ dehydration/ dizziness/ painful lungs/ severe coughing, etc)

To start on a positive note: The ladies at reception and the Discovery representative were excellent, helpful and sympathetic.

The referring GP – Dr Anso Kilian of @ Health - couldn’t get hold of a specialist physician to admit the patient, as almost all the specialist physicians were on leave at the same time. How can the hospital allow this? She eventually got hold of a dr. Molopong (not sure about the spelling) – hereafter referred to as dr M – who authorised the admission.

On arrival, we were told to wait in secluded corner. After +- 20 mins one of the reception ladies came to inform us that we have to do the admission ourselves, on the hospital’s electronic system. It took 20 mins just to connect to the hospital’s wi-fi to get access to the system. The hospital system is a farce and after an hour of unsuccessfully trying to get this process completed, a gentleman, who apparently is in charge of this electronic system, came to assist, to no avail. After 20+ mins I went to enquire and he then approved a manual admission. We were then told that they are moving patients to free a private room (quite understandably). We were then told to wait 20 mins for the staff to deep clean the room (again, no problem herewith) This eventually took just short of an hour (still OK) [However, when I took my wife out of the hospital, we found a pair of old, dirty socks in the small bedside cabinet! So much for deep cleaning!]

She was eventually placed in this room (Ward 1A – bed 10) by 14h24, and the admission vitals were done. At +- 15h00 dr M arrived and examined her and prescribed some tests to be done, explaining that he was considering “an alternative course of action.” The patient notified the ward nurse that she had serious diarrhoea and was coughing until she was totally out of breath. By 16h30, nothing done – no treatment. Same at 18h45 when I visited the patient. The patient continuously enquired about treatment/ medicine and was told that “they are waiting for the pharmacy.” At 22h40 she was given a drip with medication for the diarrhoea and a small glass with cough medicine. Dr M again saw her the next morning at around 08h00 and (I assume) requested further tests to be done – without providing any information. Early the next morning the same night sister brought her another small glass with folic acid and two Synaleve capsules and gave her a Clexane injection. (In-between vitals were taken and more blood was taken for tests – nobody informed the patient what tests were done) At +- 12h00 a physiothe****** – Palesa- arrived, but as there was no phlegm in the lungs, no treatment was done, Palesa however noted the high fever and rubbed down the patient with a wet facecloth to try and bring the fever down. She warned the nurse on duty who then took the fever at 37.9 – after the cold rub. The patient was then told that she would be given an Adco 200 at 14h00, which was eventually brought at 16h00. The patient had through-out complained about fever, diarrhoea, coughing and dehydration- with absolutely no reaction. At +- 17h00 she asked the nurses for the wi-fi log-in detail, so that she could call her husband. Two nurses refused to provide the detail.

The above was the sum total of treatment that the patient received – No treatment for Covid, whatsoever!

She called me at +- 17h15 and was almost hallucinating.

I rushed to the hospital and asked the nurse where the matron responsible for the ward was. Answer – “She already knocked off” I asked if I could call her. Answer “I don’t have the number”. I then asked where the ward sister was and the nurse pointed and said, “other side”. I found the sister and told her that the patient had been lying without any treatment (symptomatic or otherwise) for hours and asked her to come to bed 10 immediately. She came about 5 mins later and then wanted to know “what the problem was”.

I then decided that it would be dangerous for my wife’s health (you can check her underlying health issues, brain tumour, epilepsy, anaemia, etc as declared upon admission.) to leave her in that hospital any longer and informed the sister that I was taking her home. The sister then said that she would call the matron and I could talk to her. As I failed to see what good that could do, I declined and I took my wife home. She was so weak that I had to half-carry her to get her in the car. No assistance was offered and all we got was hostile stares.

When we got home, we fell back on the initial treatment prescribed by the referring GP and she improved rapidly.

I immediately tried to lodge a complaint on the Unitas system or website – again without success.

I certainly propose to place this on “Hello Peter” and similar sites, as well as the hospitals website (from where I am sure it will be speedily removed.) and I reserve the right to institute legal action.

I trust that this will receive urgent attention.

Yours faithfully.

Jan A Swiegers. ***

@ Discovery:

(Just as difficult to obtain an e-mail address or contact numbers)

It remains Discovery’s decision, but I would recommend that none of the costs pertaining to this episode be paid. Your call. I will certainly not pay one cent on any account that might be sent to me.

Regards.

ALL RIGHTS REMAIN RESERVED

Jan A Swiegers. ***

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