Trauma at Lakeview Hospital

I was employed by a bank and left the employment of bank while I was pregnant and this meant joining a different Medical Aid ... I made sure I got my authorization in place as time for my son's birth was nearing. On the 1st of October 2022 I was high in labour with my son. i had planned to give birth with a midwife and when things were not ok my midwife called my gynae who suggested it is best to go with a Cesarean and that would mean being admitted at Lakeview hospital. I arrived at lakeview hospital and was met by the gynae and was immediately prepped for theatre. On the other side my sister had gone to open a file for me and was then told that they cannot get hold of my medical aid. While waiting for the anesthesia Doctor One of the admin staff came and asked me when I joined my medical aid.... I explained to her that I was previously on a Bank medical aid and after I left I had to join a new medical aid in march which took me with all my pre-existing conditions. They were provided with my authorization number but for some reason they were not convinced that my medical aid would pay . (this was a Saturday which meant that their offices were not contactable up until the Monday and according to my understanding in a case of emergency hospitals have about 3 days or the next available working day to obtain or confirm authorization) I pleaded with them as i was in so much pain and tried to plead my case but i was told they are unable to assist me or admit me as according to their knowledge "my medical aid will not pay".

The hospital staff then said I have to pay R6500 for the ambulance or they can try negotiating with one of the drivers they know if I have R2500 they can come and take me to hospital. I did not understand what was happening. I was in so much pain.

My husband and sister decided they will take me to a government hospital close to where I stay and that is where I had my son via emergency Cesarean. I then had to spend more days with my son in hospital as he had some complications. My husband missed the whole birth and all our plans for this birth went down the drain.

I filed a complaint with the hospital where the Hospital manager Mrs Salochni Naidoo asked to meet with me after they had carried out their investigations. I went for the meeting with my little sister and in the meeting they apologised for what had happened as they overlooked some things and had asked what I would want. At that moment I had told them that I would need counselling because the Trauma i went through with this birth is beyond me and I am in tears everyday instead of loving my newborn. I had a lot of questions and she was patient on that day to answer them but not to my satisfaction. Things that she had said that day: 1 - They will arrange for counselling for me with the psychologist for as long as I need it at no cost to me. 2 - She would arrange a meeting for me with the Case manager as most of my questions were on why they did not refer my situation to Case manager as most Case managers know what a "forced removal" is. 3 - She had said that she would arrange a nurse for me who I can keep in contact with and will assist with any baby related issues. 4 - She had said if there is anything you would like us to do for you please do not hesitate and if it is within our power it will be done

I had my first session with the Psychologist which I found very helpful. We had arranged to have a follow up session when I can leave the baby behind so we can do some release exercises with her. However coming to Lakeview hospital was a trigger and it replayed that dreadful day as well as the distance from my house to the hospital was a bit much with the rise in petrol.

I sent an email requesting for possible compensation as i have spent so much paying for my medical aid to make sure everything I would need medically for this birth would be provided for and also about the meeting with the Case Manager and I was told it was not their fault and that the meeting with the case manager was never discussed in our meeting I advised her since you cannot remember its ok let us let it go.

I sent another email stating that since you had said if there is anything I need I can let you know, I would like to know the possibility of having my son circumcised and also the drive for the psychologist is too stressful for me. They responded by saying it would not be possible to arrange a circumcision at their expense, however they can find a Psychologist closer to me. They sent me the names of the psychologists and they said I could start the sessions and they will call me for a meeting in a couple of weeks.

I managed to get a booking with one of the psychologists and when i called them to confirm the payment i was told they will call me back and in that call Mrs Salochni Naidoo stated and in a rather hostile tone and i quote " I do not know what we said that made you think that we will take ownership of the payment of your psychologists appointments we simply said we will help you find a psychologist we took it upon ourselves in good faith to send you their details..... I am sorry if I made you feel in any way that we will pay your Psychologist fees. I did say that I will get a psychologist to see you once-off". Because of this trauma I am having anxiety issues and immediately after that call I suffered the worst ever attack. Luckily an ambulance was close by and they assisted.

To me it just seemed as though she has been playing with my feelings and my emotions i have been through the worst with this birth and this is by far the worst ever birth experience of my life and not because I had a csection but because of the rejection, the service that i did not receive and the trauma i have to deal with everyday ... I cannot talk about that day without tears and anger