Dismissive rude Nurse

Date:24 July 2025

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding an extremely distressing experience I had at your facility on 24 July 2025, specifically at the Family Planning Unit, involving Sister Pamela Qwanya.

I arrived at the clinic at 15:30 seeking family planning services. My delay in arriving earlier was due to prior medical appointments—a private consultation and a dentist visit—earlier in the day. Upon arrival, I was assisted at reception and directed to the family planning section, where I joined a group that included several school learners.

After clients with scheduled appointments had been assisted, it was time for walk-ins to be seen. I approached Door 2, where I was met by Sister Pamela Qwanya. She asked if I had an appointment, to which I responded “No.” She then asked for my age, and when I said I was 28, she immediately began shouting at me in front of the school children, questioning why I had come “at such a big age” so late for family planning. I calmly asked what time I was expected to come, and her response was simply, “You’re supposed to know.”

I explained that I had not been to the clinic for the past three years and wasn’t aware of the expected timing. Her tone remained harsh and dismissive. She then told me she would not assist me and rudely told me to leave. This exchange happened publicly, in front of several high school learners—some of whom even asked me afterward if I knew her personally due to how unprofessionally she spoke to me.

I then returned to the front desk, explained what had happened, and was told by the receptionist that some nurses do assist at that time, even though it is a youth clinic. I also witnessed Sister Qwanya assisting a woman significantly older than myself who had arrived after me. When I asked about this inconsistency, I was told, “The lady asked,” which is exactly what I had done as well—politely.

When I returned to ask Sister Qwanya for her name in order to file a formal complaint, she falsely accused me of shouting at her and claimed I had not asked for assistance. This is not true, and there were multiple learners who witnessed the entire interaction and can attest to my calm approach.

I respectfully request that CCTV footage be reviewed to confirm my account of events, and to verify how rudely and dismissively I was treated. The footage will also show that I did not shout or behave inappropriately in any way to deserve the rude manner she spoke in .

Please note that I was on sick leave that day and despite having medical aid, it is extremely difficult to find private doctors who offer the Nexplanon arm implant. Public clinics are often our only option, and it is disheartening to face such hostility and lack of compassion.

To make matters worse, another nurse closed the door in my face while I was speaking, further highlighting the toxic and dismissive culture that seems to be tolerated in this facility.

I left the clinic an hour later, without receiving the assistance I needed. One of the teenagers commented: “Yoh sisi, why did she shout at you?” and shared that she also avoids family planning at that clinic because of how rudely nurses treat patients.

This kind of treatment is unacceptable and unprofessional—especially in a facility serving young people and women in need of reproductive healthcare. It contributes directly to fear, avoidance of care, and ultimately poor health outcomes.

I kindly request the following:

A formal apology from Sister Pamela Qwanya.

Urgent assistance with access to the Nexplanon implant.

Assurance that disciplinary action or retraining will be taken to address the inappropriate behavior.

A commitment that all patients—regardless of age, appointment status, or arrival time—will be treated with dignity, fairness, and respect.

Thank you for taking the time to read this letter. I trust that your office will treat this matter seriously.

Sincerely,

Noluvo Nkabeni

9707071059084

0828834845