People's Post Claremont | Rondebosch - 3 November 2020

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CLAREMONT | RONDEBOSCH

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TUESDAY 3 November 2020 | Tel: 021 910 6500 | Email: post@peoplespost.co.za | Website: www.peoplespost.co.za

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People’s Post

RONDEBOSCH

RMC in ‘bad’ service row NETTALIE VILJOEN NETTALIE.VILJOEN@MEDIA24.COM

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ondebosch Medical Centre (RMC), an independent private hospital located on Klipfontein Road, is being called out for bad service. Of the 15 reviews posted on hellopeter, an online platform which allows consumers to share their experiences of local businesses, RMC scored an average rating of one star. The site allows companies the opportunity to respond, but in this case, none was forthcoming in any of the reviews posted. The latest post on the website belongs to Faeka Carlsen. On Monday 22 June, she alleges her mother (73) – following a stay at RMC – was sent home with an intravenous (IV) cannula still left in her arm. Carlsen claims her mom was also sent home wearing a short nighty and no underwear. She further alleges that during her mother’s hospital stay, she and her family members weren’t allowed to visit because of the Covid19 regulations. As a result, her mother, who suffers memory problems, was completely reliant on the nurses’ assistance. “You would have thought they would have checked her before she was discharged. I mean, sending my mother home without any underwear, anything could have happened,” she adds. Despite her bad experience, Carlsen claimed she gave RMC another chance when her mother was again admitted to the hospital on Thursday 24 September. Alerting the hospital to her mother’s special needs in an email before her second admittance, Carlsen hoped they would have a better hospital experience. But it was not to be. She alleges that this time her

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mother was sent home with a pillow slip and linen protector as an incontinence pad. She says when she complained to the hospital, she was told it was her mother who had asked to use the pillow slip and linen protector, saying she had none. However, Carlsen says there were pads in her mother’s clothing bag. Nursing staff only needed to check. Carlsen further claims that, when they returned the pillowcase to the hospital, they witnessed nurses and visitors walking into the hospital without following any safety protocols. She claims no sanitising, screening or the signing of a security register took place. Carlsen says she reported the non-compliance to the hospital and she was promised they would investigate. “Admitting an elderly parent to hospital in the middle of the Covid19 pandemic is scary enough, but then not being able to trust in the nursing staff whose job it is to look after them,” Carlsen states. Deborah Mathews is another dissatisfied client. She says her mom, Hajira Mathews (80), was admitted to the ICU at RMC on Sunday 13 September. She claims on Tuesday 15 September she perchance witnessed her mom being returned to ICU (located on the third floor) after her mother was sent to Morton & Partners Radiologists for a scan on the ground floor. She claims her mom was not wearing a mask when she was being moved. Mathews also alleges that her mom was sent home with bedsores, however, when she reported it to RMC, the hospital responded saying that, according to their routine and mandatory skin assessments made during her mother’s stay, all pressure areas were intact. As to the allegation that her mother wasn’t wearing a mask, the hospital admitted this was indeed so and that the concerned nurse would be addressed by the matron.

Mathews also queries the R34 226.70 hospital bill for her mom’s three-day stay (Sunday 13 to Wednesday 16 September) in ICU. She claims her mom was also admitted to the hospital for three days in January – two days in the high care ward and one day in medical and neuro. In this case, the bill came to R18 980.16. When she asked for a complete breakdown of the latest ICU costs, the statement sent only showed the individual ward stock charges and the pharmacy stock charges which totalled R1 420.03. This was added on to the ICU claim which was then submitted to and paid by Mathews’s medical aid. She claims often patients aren’t even aware that all these “extras” are being charged or they just let it slide. “This idea that ‘it’s okay, the medical aid will pay for it’ and that it won’t affect the patient negatively is not true. The high cost of health care influences medical aid premiums, so we do end up paying for it,” Mathews says. People’s Post contacted RMC, levelling Carlsen’s and Mathew’s allegations against them. Lynn Moonsamy, RMC’s spokesperson, responded saying it was not the hospital’s policy to discuss and resolve confidential patient information via the media. She said both cases had been dealt with in a “professional manner” with the family members through its quality department after a thorough investigation had been completed. “Our doors are always open to all our patients and their families to discuss their concerns and grievances with our hospital manager,” Moonsamy said. Regarding the breakdown of costs, the hospital said that ward tariffs were a fixed, daily rate predetermined by the National Hospital Network (NHN) and medical aid schemes and not by RMC. V Continued on page 3.

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Faeka Carlsen’s mother was sent home from Rondebosch Medical Centre with an intravenous (IV) cannula still left in her arm.

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