Horrible experience

The unacceptable level of care my newborn daughter received at Life Eugene Marais Hospital on two separate occasions.

I respectfully request that both matters be investigated, as the level of service provided was not only deeply distressing, but also posed risks to my child’s health.

Incident 1: On 3 July 2025, I brought my 4-day-old daughter to the Trauma and Emergency Unit due to visible signs of severe jaundice. Upon arrival, blood tests confirmed critically high bilirubin levels.

Despite this being a clear medical emergency, we were sent home and instructed to see paediatrician Dr. Magda Verster the following day.

On 4 July, Dr. Verster immediately expressed concern about the high levels and advised that my daughter required double blue light therapy (phototherapy) without delay. She gave us the option of either in-hospital or home treatment. We were understandably upset, as urgent care should have been initiated the previous day. Ultimately, we were admitted on 4 July based on the alarming results from the trauma unit visit on 3 July. It is extremely concerning that such a serious condition in a newborn was not treated as an emergency at the time.

In addition, I was charged approximately R720 above the R500 copayment and R170 for blood work for the visit on 3 July, despite the fact that proper protocols were not followed. The receptionist failed to obtain authorisation from our medical aid, even though all necessary information was provided. We did not receive a casualty authorisation number, and the administrative process appears to have been handled negligently.

Incident 2: 15 September 2025 In the early hours of 15 September we rushed our daughter to the hospital again due to a high fever (38.3°C), lethargy, persistent coughing, and an eye infection. These symptoms were particularly alarming given her age and the fact that she had not yet received her vaccinations.

We were seen by Dr. Thethi Mvakalli, who assessed my daughter and could not see any visible issues. He recommended blood tests, X-rays, and a urine sample. We agreed to proceed. Two nurses, Charlotte and Skhulile, attempted to draw blood in the Vermaak area. My husband and I stepped out to allow them to work, but from outside the room, we heard our daughter screaming hysterically for over 15 minutes. Another nurse named Charlotte entered to assist, but it quickly became clear the staff were struggling. They eventually informed us that they could not draw blood as the baby was “looking for milk.” We could visibly see that they attempted to draw blood on her arm and on her hand, the needle pierced through the skin but the nurses explained they could not get any blood which was extremely concerning. We explained that she had just been fed and it looked like they could get blood, they just did not know how to handle an infant. Their apparent confusion and lack of skill was extremely concerning. They then placed my daughter roughly onto the bed and continued to handle her with little to no care or sensitivity. She was held down forcefully and cried uncontrollably, to the point that staff across the trauma unit could hear.

Dr. Mvakalli later attempted to draw blood himself but proceeded to puncture her wrist multiple times without locating a vein. My husband and I pleaded with him to stop as he was clearly hurting her, but he continued until blood began gushing out & spilled onto the bed, and instead of drawing it properly, they attempted to collect it by s****ing it off her hand using tubes – an unhygienic and inhumane method. Nurses rushed to change the ****** bed sheets.

A urine sample was not done as the nurses had no interest in helping us. Eventually, I broke down in tears and removed my daughter from the situation. This was a deeply traumatic experience for us. Nurses came in the room demanding I give my daughter to her father because I was in so much distress, they had no compassion or professionalism towards the situation.

After 3.5 hours, the doctor returned and informed us that there was not enough blood collected to run any tests. They had also “forgot” to take a urine sample, and only an X-ray had been completed. Without any conclusive results, my daughter was discharged with a high fever and a recommendation to take Calpol and cough syrup as the Dr indicated that he did not know what was wrong with her, neither did he treat her eye Infection.

We were given no clear diagnosis and no understanding of what caused her fever or whether she had an infection, the nurses incorrectly noted that my daughter had no Diarrhoea which she did have. The entire process was handled with an alarming lack of incompetence and compassion.

Both of these experiences have left us extremely disappointed, traumatised, and concerned for the well-being of our newborn daughter. The level of care provided was not only unprofessional but dangerous.

At this stage, I have lost all confidence in the level of care provided at Life Eugene Marais Hospital, and I do not wish for any other family to endure what we went through.