Morton & Partners
1.6|42 reviews
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Anonymous
1 reviews | Active since Member
02 Dec 2025, 08:59
Ambushed and Overcharged for Emergency Chest X-Ray by Morton and Partners at Netcare Blaauwberg Hospital
Date of Incident: 22 November 2025 Company: Morton and Partners Location: Netcare Blaauwberg Hospital Emergency Room, Cape TownI am writing this complaint to express my extreme disappointment and frustration with the ********* and predatory billing practices employed by Morton and Partners during my emergency visit to Netcare Blaauwberg Hospital. As a paying member of a medical aid scheme, I expect transparent, fair, and compassionate treatment—especially in a high-stress ER environment. Instead, I was ambushed, overcharged, and left in unnecessary debt, which has caused me significant financial and emotional distress.On 22 November 2025, I found myself in the Emergency Room at Netcare Blaauwberg due to severe respiratory symptoms requiring immediate attention. After being admitted and stabilized, I underwent a routine chest X-ray as part of my diagnostic workup. The procedure was quick and unremarkable, and I was returned to my bed to await further results.Moments later—literally as I was still catching my breath—one of Morton and Partners' consultants burst into the room unannounced, brandishing a portable card machine. Without any prior explanation, warning, or opportunity for me to consult my medical aid or understand the charges, she demanded immediate payment for the X-ray, claiming my medical aid "hadn't paid." Under duress in the vulnerable state of an ER patient, I had no choice but to swipe my personal card for R1,310. This felt like nothing short of an ambush—aggressive, insensitive, and exploitative, especially when I was in no condition to negotiate or even process what was happening.To my horror, upon reviewing my medical aid statement later that day, I discovered that my scheme had in fact paid R612.18 directly to Morton and Partners for the exact same chest X-ray procedure. This means I was not only coerced into paying out-of-pocket unnecessarily but was also grossly overcharged by nearly double the approved amount. The total I've now been lumbered with—R1,310—is an unfair debt that has pushed me into a credit crunch at the worst possible time, all because of what appears to be a deliberate tactic to extract extra funds from distressed patients.This incident is not just a billing error; it's a blatant violation of patient rights and ethical standards in healthcare. In an emergency setting, patients deserve clear communication about costs upfront, not shock tactics with card machines. I feel ******, violated, and deeply distrustful of the system that is supposed to protect me when I'm at my most vulnerable. How can a radiology service partner like Morton and Partners justify such behavior? It undermines the entire purpose of medical aid contributions and erodes faith in private healthcare providers.I demand the following immediate actions from Morton and Partners:A full refund of the R1,310 I was coerced into paying, including any associated bank fees.
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Replies (53)Morton & Partners's replyOfficial
03 Dec 2025, 13:42Dear Mr Jacobs,
Thank you for bringing this matter to our attention. We are truly sorry for the distress this experience caused you, particularly while you were seeking urgent care in the Emergency Room.
No patient should feel confused or pressured about medical costs, and we appreciate the opportunity to address your concerns.
After conducting a full internal review, we would like to explain what occurred:
1. Benefit check and payment at the time of your visitDuring after-hours times, our radiographers are required to perform a medical aid benefit check. In your case, the system indicated that you were liable for R612.18. This was communicated to you by the radiographer, along with an explanation that benefit checks are not a final guarantee of medical aid payment.Because this was an after-hours visit, the radiographer added the applicable after-hours fee and the radiologist’s reporting fee. This brought the total to R1,310, which you paid at the time.
2. What went wrong afterwards
When your account was finalised the next day, the Patient Administrator unfortunately did not tick the after-hours fee or the radiologist reporting fee when submitting the claim. As a result:
3. What we are doing to resolve it
We will be refunding the full amount you paid (R1310.00) . According to our team they have been in contact with you to start the refund process.
4. What we are doing to prevent this from happening again
We have addressed the matter directly with both the radiographer and the patient administrator involved. Your experience has highlighted a gap in our process, and we are taking concrete steps to strengthen it.
Once again, we sincerely apologise for the frustration and distress this situation has caused.
Thank you for giving us the opportunity to correct it. If you have any further questions or require assistance, please feel free to contact us directly — we are here to help.
Warm regards,
Morton & Partners Radiologists
Thank you for bringing this matter to our attention. We are truly sorry for the distress this experience caused you, particularly while you were seeking urgent care in the Emergency Room.
No patient should feel confused or pressured about medical costs, and we appreciate the opportunity to address your concerns.
After conducting a full internal review, we would like to explain what occurred:
1. Benefit check and payment at the time of your visitDuring after-hours times, our radiographers are required to perform a medical aid benefit check. In your case, the system indicated that you were liable for R612.18. This was communicated to you by the radiographer, along with an explanation that benefit checks are not a final guarantee of medical aid payment.Because this was an after-hours visit, the radiographer added the applicable after-hours fee and the radiologist’s reporting fee. This brought the total to R1,310, which you paid at the time.
2. What went wrong afterwards
When your account was finalised the next day, the Patient Administrator unfortunately did not tick the after-hours fee or the radiologist reporting fee when submitting the claim. As a result:
- Only the basic X-ray tariff was submitted to your medical aid.
- Your medical aid paid this amount (R612.18).
- The system reflected both a payment from you and a payment from the medical aid — which should not have happened.
3. What we are doing to resolve it
We will be refunding the full amount you paid (R1310.00) . According to our team they have been in contact with you to start the refund process.
4. What we are doing to prevent this from happening again
We have addressed the matter directly with both the radiographer and the patient administrator involved. Your experience has highlighted a gap in our process, and we are taking concrete steps to strengthen it.
Once again, we sincerely apologise for the frustration and distress this situation has caused.
Thank you for giving us the opportunity to correct it. If you have any further questions or require assistance, please feel free to contact us directly — we are here to help.
Warm regards,
Morton & Partners Radiologists
Best regards,
Morton & Partners's reply03 Dec 2025, 13:42
Official
Dear Mr Jacobs,
Thank you for bringing this matter to our attention. We are truly sorry for the distress this experience caused you, particularly while you were seeking urgent care in the Emergency Room.
No patient should feel confused or pressured about medical costs, and we appreciate the opportunity to address your concerns.
After conducting a full internal review, we would like to explain what occurred:
1. Benefit check and payment at the time of your visitDuring after-hours times, our radiographers are required to perform a medical aid benefit check. In your case, the system indicated that you were liable for R612.18. This was communicated to you by the radiographer, along with an explanation that benefit checks are not a final guarantee of medical aid payment.Because this was an after-hours visit, the radiographer added the applicable after-hours fee and the radiologist’s reporting fee. This brought the total to R1,310, which you paid at the time.
2. What went wrong afterwards
When your account was finalised the next day, the Patient Administrator unfortunately did not tick the after-hours fee or the radiologist reporting fee when submitting the claim. As a result:
3. What we are doing to resolve it
We will be refunding the full amount you paid (R1310.00) . According to our team they have been in contact with you to start the refund process.
4. What we are doing to prevent this from happening again
We have addressed the matter directly with both the radiographer and the patient administrator involved. Your experience has highlighted a gap in our process, and we are taking concrete steps to strengthen it.
Once again, we sincerely apologise for the frustration and distress this situation has caused.
Thank you for giving us the opportunity to correct it. If you have any further questions or require assistance, please feel free to contact us directly — we are here to help.
Warm regards,
Morton & Partners Radiologists
Thank you for bringing this matter to our attention. We are truly sorry for the distress this experience caused you, particularly while you were seeking urgent care in the Emergency Room.
No patient should feel confused or pressured about medical costs, and we appreciate the opportunity to address your concerns.
After conducting a full internal review, we would like to explain what occurred:
1. Benefit check and payment at the time of your visitDuring after-hours times, our radiographers are required to perform a medical aid benefit check. In your case, the system indicated that you were liable for R612.18. This was communicated to you by the radiographer, along with an explanation that benefit checks are not a final guarantee of medical aid payment.Because this was an after-hours visit, the radiographer added the applicable after-hours fee and the radiologist’s reporting fee. This brought the total to R1,310, which you paid at the time.
2. What went wrong afterwards
When your account was finalised the next day, the Patient Administrator unfortunately did not tick the after-hours fee or the radiologist reporting fee when submitting the claim. As a result:
- Only the basic X-ray tariff was submitted to your medical aid.
- Your medical aid paid this amount (R612.18).
- The system reflected both a payment from you and a payment from the medical aid — which should not have happened.
3. What we are doing to resolve it
We will be refunding the full amount you paid (R1310.00) . According to our team they have been in contact with you to start the refund process.
4. What we are doing to prevent this from happening again
We have addressed the matter directly with both the radiographer and the patient administrator involved. Your experience has highlighted a gap in our process, and we are taking concrete steps to strengthen it.
Once again, we sincerely apologise for the frustration and distress this situation has caused.
Thank you for giving us the opportunity to correct it. If you have any further questions or require assistance, please feel free to contact us directly — we are here to help.
Warm regards,
Morton & Partners Radiologists
Best regards,