Poor service is order of the day at Jack Hindon clinic in the north, say residents

Frustration and despair fill the air at Jack Hindon clinic in Pretoria North, as residents claim to line up for hours only to be met with poor service from the nurses.

Some claim to have been mistreated, or even turned away when seeking help.

Their struggles are a reflection of the broader healthcare crisis in Gauteng, where people are crying out for reform.

The clinic, like so many public healthcare facilities in Gauteng, is meant to be a lifeline for those who can’t afford private care.

But instead of receiving the treatment they need, patients claim that their basic human right to healthcare is violated.

Residents told Rekord that their cries for help are falling on deaf ears, and the situation is nothing short of a humanitarian crisis.

They said they have reported this matter of mistreatment, poor service and negligence on many occasions.

But no help came and the residents resorted to venting out their frustration on social media.

Elize Smit, a long-time patient of Jack Hindon Clinic, feels trapped and powerless.

“I have been a patient at the clinic since 2011 but it is evident that the situation has become worse.”

Smit said patients at the clinic are stuck between a rock and a hard place.

She has firsthand seen how the clinic has let patients down.

“The long waiting times, the lack of compassion, the disrespect and the feeling of being ignored all take a toll on the patients.

“It’s not just a problem for the individuals involved, but for society as a whole.

“The well-being of the people should be a top priority, but for many, it seems to be an afterthought,” Smit said.

She said it’s like they are lost when they go to the facility.

“No matter how early we arrive, we know we might not be seen. We might not even be treated with dignity or respect.”

She said on May 10, she was denied her blood test results.

“I wanted to see the doctor for my blood results and the person I met at the front desk said the doctor is tired.”

Smit claimed that no one was going inside the building to get help as the nurses were just sitting in the consultation rooms playing with their phones.

“Imagine being given the wrong medication, potentially putting your health and life at risk.”

This is the reality for one old woman who is a patient at the clinic.

The woman is living with a chronic illness and wished to remain anonymous for fear of retribution.

She described how the nurses seem more focused on their phones than on their patients.

“They are gambling with my health and their negligence could have life-threatening consequences,” the patient said.

Isabel Jacobs said she was told to wait outside with a heavily sick child.

She had to wait in the sun with her sick two-year-old grandchild for hours.

“The child had a lung infection and an upper respiratory tract infection, but I couldn’t get help.”

Rekord contacted the MMC for health Rina Marx for her comment.

Marx said she was deeply troubled about this situation.

“I have escalated the complaints to the chief director of tshwane district health because the clinic falls under the provincial health department.”

The department told Rekord is was aware of the allegations.

According to the department, the clinic has a functional complaints management committee.

“The clinic manages complaints according to the national guidelines for management of complaints for public health facilities,” said departmental spokesperson Motalatale Modiba.

He said every clinic has a complaints management box which is accessible to the public and the complaints management team opens this box weekly to attend to all complaints.

The department said it strives to meet the health needs of all patients.

“We encourage the community to raise their concerns with the health facility manager and work together with their clinic committees and ward councillors to help find solutions,” said Modiba.

The clinic is open every weekday from 07:00 to 16:00.

“It is accessible to all healthcare users, and the clinic strives to address all community concerns accordingly,” Modiba stated.

He said the clinic will have to look at ways to strengthen communication with the public.

He said when a matter requires an investigation, the department’s quality assurance investigates it and post the investigation convenes a redressing meeting with the affected parties.

“All clients who have complained are redressed and apologies are offered, and healthcare services are prioritised,” said Modiba.

“The district applies the same procedure and the statistics of complaints are reviewed quarterly for interventions in the form of Quality Improvement Plans that are monitored.”

He encouraged patients to participate in the patient experience of care (PEC) survey.

“The survey affords patients, families and the public, accessing healthcare services in Gauteng public hospitals and clinics to rate the level of care received.”

Between July and September, patients and the public can participate in the PEC survey and indicate their satisfaction or dissatisfaction levels in relation to services received.

He said the survey forms are available at all public healthcare facilities.

Modiba said beyond the survey, the public can report incidents to the department through the following channels:

– Telephone: 0800 203 886 (Toll free number)

– Email: patients.health@gauteng.gov.za/ support@gauteng.gov.za

– SMS: 35023

– The Gauteng service delivery hotline can also be used to lodge complaints:

Via USSD *134*47472# or by calling 0800 228 827 or 0800 GAUTENG (4288364).

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