Beware of Administrative Incompetence: My Experience with East Rand Physicians at the Glynnwood Hospital

In May 2023, I sought medical care from Dr. Kuven Naidu at East Rand Physicians while being admitted to Glynnwood Hospital. Like many South Africans, I rely on my fully comprehensive medical aid to cover hospital and specialist costs—especially during times of urgent need. What should have been a seamless billing process turned into a bureaucratic mess due to administrative failure on the part of the East Rand Physicians’ practice.

Despite being admitted and receiving legitimate care, the practice failed to collect the money from my medical aid. Months later, instead of owning their mistake, I find myself being harassed by a credit controller over payment. Let’s be clear: medical aids do not simply reject legitimate claims if paperwork is submitted correctly and on time. This issue stems entirely from an error—or neglect—within East Rand Physicians' administrative process.

This isn’t just a case of a technical glitch. This is a symptom of a much deeper problem—one where patients are left bearing the consequences of an internal failure, with little to no recourse. The entitlement of demanding payment from patients after an administrative blunder is astounding, especially when the system was designed to protect patients from these very scenarios.

Sadly, this experience is not unique. South Africans are growing weary of institutions and businesses—both public and private—that fail to deliver on their responsibilities, and yet expect full compliance and payment from the public. It echoes the frustrating dynamics we’ve come to associate with governance failures in our country.

To those considering using East Rand Physicians at the Glynnwood Hospital : be aware. Ask questions. Confirm that claims are submitted timeously. Insist on written proof. Otherwise, you might find yourself paying out of pocket for someone else’s mistake.

Healthcare should heal. It shouldn't haunt.