Terrible treatment

On Friday, 13 April 2018, I was taken to the Netcare Pinehaven Hospital with a dislocated shoulder (unfortunately, this was the nearest hospital). My shoulder dislocated at around 19:45 at the venue we were attending.

We arrived at the Emergency Unit/Department at around 20:30 possibly 21:00. The triage was done by a nurse who couldn’t speak and/or understand proper English. I was then taken to a room and a drip was put in.

It took a while for the doctor, who I believe is a locum from D Erasmus Inc, to see me and prescribe pain medication. Pain medication was then administered then I had to wait, yet again, to have x-rays done. I was then taken to radiology, waited a long time there as well, after x-rays, I was then wheeled back to the room where they moved me to when we got to the hospital.

I had to call out for assistance a couple of times, as I was just placed in that room without anybody bothering to check on me. The pain medication had worn off. (When I called the week after to complain about the treatment I received, I was also told that I was probably the patient staff were talking about, who they had forgotten about). I do understand that someone had come in who was in a serious condition, but I feel that if that was the case, more doctors should be available. Seeing as this was a Friday evening.

I was then finally moved again where I was given more medication and shoulder was then placed back. I was asked by Radiology if I wanted to walk to get the second lot of x-rays done or if I want to stay where I was, I then said I'm here now, so it can be done here (I was never informed that it would be an extra cost if it is NOT done at radiology).

My issues with this horrible experience:

1. I only left the hospital after 01:00 the following morning. My shoulder dislocates once or twice every year, I normally go to Olivedale Clinic and I've NEVER had to be there for more than 2 hours. As you can imagine, the pain is unbearable and I feel that Netcare Pinehaven could have tried harder to speed up the process. 4 hours plus with a dislocated shoulder is unacceptable. If this was a state hospital I can understand but I am paying a premium for medical aid to go to a Private Hospital and this is the treatment that you get?!

2. Being charged for extra fees i.e. D Erasmus Inc charged a "New Patient" fee which I feel shouldn’t have been charged for, I was taken to that hospital because it was the closest hospital and this was an emergency. Radiologists (Motshudi & Bergman Inc) - charging extra for not walking back to radiology to have x-rays done.

I'm not sure if the Hospital will also be claiming from my medical aid - nothing has been submitted yet and I want to make sure that the hospital doesn't claim from my medical aid. I actually want our medical aid savings account refunded by D Erasmus Inc and Motshudi & Bergman as well due to the treatment I have received.