Front Desk Main Receiption Pathetic Disgusting Service

Extremely Disgusting Main Receiption Service. No service Clueless we were told it's not her job description to assist us with medical aid. Son was rushed in on Sunday evening through emergency and later at 1am discharged due to no specialist available. Dr informed me he will contact me once the specialist contacts him on way forward. Son went home at 1am I called hospital at 4 30am spoke to Dr on duty he advised me that he would need to come in urgently. Then 10min later received a call from emergency reception saying we must go straight to main receiption they have all information there. I advised Dr and emergency receiption we probably be there at 7 30am. When I got there I went straight to main receiption told lady who actually never introduced herself to me that we here for admission at this point she was clueless no idea what or etc needed to be done. I was then approached by Mr Chilwan who was doing rounds at the hospital I explained to him the situation and he walked with me to the emergency reception area. They advised him front desk should have it but infact never did Dr on duty at emergency walked with and advised me everything will be sorted out. I sat down at front desk. She advised me that my medical aid declined his procedure which was an emergency procedure booked by a specialist. She told me medical aid said his a month on medical aid which is impossible she basically called medical confirming information which was incorrect and considered to be *****ulent without my presence. I then was told by Dr they can write out a letter for Victoria hospital I told Dr on duty something doesn't add up right here. I asked the front receiption lady why did the medical aid decline my son admission she said his only 1 month on medical aid I was shocked when she said that to me. I asked her if there is anyone else at hospital who can assist me she advised me that the medical aid lady is off and no one else to assist me and it's not her job description to assist me further. So I loaded airtime on my cell phone moved away from receiption area and called my medical aid only to find out she called the medical aid without me being present confirming information which is considered to be *****ulent information. Bare in mind we there front 7 30am and my son is sitting in waiting area in pain waiting for a life threatening procedure which the main receiption lady basically *****ed up his hospital administration. I spoke to my medical which on a call with medical aid I went to front desk reception to advise her I am on a call with them and I have the authorization code there was another patient she was busy with she advised me she can't help me or give me a pen to write down the Auth code I then asked if she is refusing to assist I will go to emergency reception for assistance which I did. Got a pen while I was on the call with medical aid got the Auth code and the very helpful lady there loaded onto the system and confirmed everything was authorized I then knocked on the door of emergency room spoke to Dr on duty who I advised it was authorized but earlier the main receiption lady gave incorrect information to medical aid without my presence. Dr at emergency then said he would let the surgeon know. Walked to front main receiption was taken up to surgical ward my son emergency procedure done.

Dear Mr Chilwan the Dr's, nursing staff, security, cleaning staff, catering staff are so amazing do excellent work however your front main receiption is the face of the hospital and this experience was most utterly disgusting pathetic experience since attending this hospital. If 1 staff member can put someone's life at risk, the Directors Mr Bharot needs to relook at their front receiption area experience. I am 1 patient what if there were more or will be more in time. Maybe always have a medical aid person on duty to assist especially over season time and a back up plan in place. To the lady with braids at front line you have no customer experience please stop putting peoples life's at risk do your job correctly or if you feel you don't want to move to a different job there are plenty of unemployed people in SA that would die to have a job today. And also you rolled your eyes at me in front of another patient even more disturbing. Don't put peoples life at risk.