Unprofessional Service at Unitas Hospital Emergency Unit

I am writing to formally express my dissatisfaction with the service I received from the administrative staff at the reception area of the Unitas Hospital Emergency Unit on 28th January 2025.

While the medical professionals, including the doctors, radiologists, and nurses, provided excellent care and made my experience pleasant, the behavior of one of the administrative staff members was deeply upsetting.

The staff member in question, who was wearing black and white (but not a uniform), was extremely rude and inconsiderate when I approached her to collect my referral letter and check my medical aid details. Her attitude was dismissive and lacked any sense of empathy. Not only did she make me feel uncomfortable, but she also stated that I should have visited a regular GP instead of coming to Unitas Hospital.

I had specifically chosen Unitas Hospital because I knew my medical aid covered all expenses, which meant I would not be required to pay an upfront consultation fee & my illness is still very much concerning so I wanted the best care. While I understand that I was initially informed about the possibility of such fees, I also know that hospitals typically send invoices for these charges rather than addressing patients in a humiliating manner at the reception desk.

Instead of offering assistance or solutions, this staff member contributed to my anxiety and panic. After initially refusing to offer any constructive guidance, she eventually provided options like EFT payment and setting a future payment date. I’m still waiting for her email with these details.

However, the way she conducted herself throughout the interaction felt unprofessional and undermining.

I am deeply disappointed by this experience. The lack of empathy and professionalism displayed by this individual stands in stark contrast to the exceptional care I received from the medical staff.

The behavior I encountered has left me feeling reluctant to return to Unitas Hospital in the future. I would appreciate it if you could look into this matter and take appropriate action to ensure that all patients are treated with the respect and care they deserve, particularly in stressful or sensitive situations.

Thank you for your attention to this complaint. I look forward to your response.