Spine Africa

Extremely Disappointing Patient Experience

I recently contacted Spine Africa regarding my brother, who is experiencing a serious spinal disc issue with a suspected bulging disc requiring urgent assessment. Following my initial call, your receptionist explained the process in detail. I completed all the required forms, submitted the requested scans, medical documentation, and a comprehensive description of his symptoms and pain. I was advised that everything would be reviewed and that I would be contacted regarding the next steps. It has now been over a month, and we have received absolutely no communication—no acknowledgement, no update, and no indication of whether the case has even been reviewed. For a specialist medical practice, this level of communication is extremely disappointing. I understand that practices are busy and that not every patient can necessarily be accommodated immediately. However, keeping a patient completely uninformed for more than four weeks—particularly when the referral concerns a potentially serious spinal condition—is unacceptable. Doctors and specialist practices have a responsibility not only to provide medical expertise but also to ensure patients receive appropriate communication and guidance. Even a simple email or phone call advising of delays, requesting additional information, or informing us that the practice is unable to assist would have demonstrated professionalism and respect. We often criticize government institutions for poor service delivery, yet private healthcare providers should be setting the standard. Unfortunately, our experience with Spine Africa has fallen well below the level of professionalism one would expect from a specialist practice. I would appreciate an urgent response advising: * Whether my brother’s referral has been reviewed. * What the outcome of that review is. * What the next steps are, if any. I hope this matter can be resolved promptly.