Benedictine Hospital in Nongoma

Benedictine Hospital Revenue Department & PRO

I am compelled to formally express my deep dissatisfaction with the unacceptable level of service received from the Revenue Department and the Public Relations Office at your facility. My friend’s mother recently attended your offices to complete the necessary documentation required for a life cover application. She was initially informed that such requests are processed through the Office of the CEO and was provided with the CEO’s contact details. Upon following up telephonically, we were advised that this information was incorrect and were redirected back to the Revenue Department. We subsequently spoke to Mr Mvelo Shenge, who provided a personal email address for submission of the required documents instead of an official work email address. Despite complying with this instruction in good faith, our calls and emails have since been ignored without explanation or acknowledgement. Given the lack of response, a formal complaint was lodged with the KwaZulu-Natal Department of Health in Pietermaritzburg. To date, no action has been taken, nor has there been any meaningful communication from the complaints department. This continued inaction is both disappointing and unacceptable. It is particularly concerning that this matter is urgent. There are only four days remaining before the life cover application lapses due to outstanding medical documentation. The delays, misinformation, and lack of accountability have placed my friend’s mother at serious risk of losing an important financial protection opportunity. Such conduct falls far short of the Batho Pele Principles, which are intended to promote service excellence, accountability, transparency, and respect within public service institutions. The current experience reflects the opposite. I request immediate intervention and a written response outlining what corrective steps will be taken to resolve this matter without further delay.