I’m sure you get many complaints regarding this, but I need to let off steam. I had an appointment for today to see the doctor.
I sat in queues from 07:45 only to be told at 11:15 that the doctor couldn’t see me as I had not passed by a reception at the last visit to confirm the appointment.
It was written in my appointment book by the Sister who never said I had to do a confirmation. I spoke to some extremely rude staff until one mannered and concerned employee assisted me, took my file to the doctor who supposedly ‘reviewed’ contents and said I’m fine.
She said she cannot see me as she was busy and leaving at 12:00.
Patients had to go into an office to find their files as the staff getting paid to do this told everyone that ‘they can’t find their file’. If you could not find your file yourself you were told to make another appointment and come back at a later date.
An employee, who presumably gets paid, sits outside watching the queues – he points at everyone, never explains to anyone and does not lift himself to assist those who do not know which queue to sit in. What is he receiving a salary for?
This clinic is totally disorganised with the majority of the staff being rude, unhelpful, disrespectful and totally disinterested. They ignore the elderly, the genuinely sick and disabled with no help or even a kind word.
To the very few who actually try to do their jobs with compassion and efficiency, I apologise for this negative correspondence. There are so very many qualified and professional people out there looking for work that I fail to understand that these incompetent people get paid to do no job at all.
CoE’s response
CoE’s spokesperson, Zweli Dlamini assured that the reception area personnel were addressed on records management.
“They were informed to ensure that all patients should be properly registered and directed to the service areas. There is a standard operating procedure for measurement of patient waiting time and clients are updated on causes of delays,” he said.
In a statement, he said reception personnel were sensitised to ensure daily verification of clients referred to the doctor before consultations commence.
“The personnel were addressed and advised to ensure a courteous attitude to all clients. It was not easy to identify the personnel who displayed a rude attitude to the complainant because the complainant opted to be anonymous.
“The doctor was addressed to accommodate all booked clients that are referred by professional nurses,” said Dlamini.
He reiterated that there is a guideline on the care of the frail, elderly and the sick which he said is strictly adhered to.
