JA
Jennifer A
Active since Sep 2023
5
Reviews
0
Industries
Reviews
5 reviews9 months ago
Unreliable Psychiatric Emergency Support
I have been a patient at Akeso Crescent Clinic since the age of 15, and I am now 26. Throughout my time under your care, I was consistently assured by my doctors and the******s that the Akeso emergency line was available 24/7 in case of a psychiatric crisis. On the morning of 19 July, I experienced a psychiatric emergency around 3:00 AM. Between 03:36 and 04:08, I made nine attempts to contact the emergency line. Several calls failed to connect, while others placed me on hold for an extended period with no response. Eventually, I received a call back at 12:03 PM, several hours later, at a point when I was unable to speak. The representative scheduled a follow-up call with a counsellor for 3:00 PM that afternoon — but that call never happened. For an institution like Akeso, which promotes itself as a leader in mental healthcare and emphasizes reliability and patient wellbeing, this experience was deeply distressing and disheartening. Being in a state of crisis, reaching out for help, and being met with silence or delays is not only unacceptable — it is dangerous. Having entrusted Akeso with my psychiatric care for over a decade, this experience has significantly impacted my trust. Over the years, the service has begun to feel increasingly corporate and impersonal, a stark contrast to the supportive environment that initially brought me and my family to your care. I hope this complaint will be taken seriously, and that measures will be put in place to ensure that no other patient is left feeling abandoned in their most vulnerable moments.
53 replies
9 months ago
Unreliable Emergency Support
I have been a patient at Akeso Crescent Clinic since the age of 15, and I am now 26. Throughout my time under your care, I was consistently assured by my doctors and the******s that the Akeso emergency line was available 24/7 in case of a psychiatric crisis. On the morning of 19 July, I experienced a psychiatric emergency around 3:00 AM. Between 03:36 and 04:08, I made nine attempts to contact the emergency line. Several calls failed to connect, while others placed me on hold for an extended period with no response. Eventually, I received a call back at 12:03 PM, several hours later, at a point when I was unable to speak. The representative scheduled a follow-up call with a counsellor for 3:00 PM that afternoon — but that call never happened. For an institution like Akeso, which promotes itself as a leader in mental healthcare and emphasizes reliability and patient wellbeing, this experience was deeply distressing and disheartening. Being in a state of crisis, reaching out for help, and being met with silence or delays is not only unacceptable — it is dangerous. Having entrusted Akeso with my psychiatric care for over a decade, this experience has significantly impacted my trust. Over the years, the service has begun to feel increasingly corporate and impersonal, a stark contrast to the supportive environment that initially brought me and my family to your care. I hope this complaint will be taken seriously, and that measures will be put in place to ensure that no other patient is left feeling abandoned in their most vulnerable moments.
0 replies
9 months ago
Unreliable Emergency Care
I have been a patient at Akeso Crescent Clinic since the age of 15, and I am now 26. Throughout my time under your care, I was consistently assured by my doctors and the******s that the Akeso emergency line was available 24/7 in case of a psychiatric crisis. On the morning of 19 July, I experienced a psychiatric emergency around 3:00 AM. Between 03:36 and 04:08, I made nine attempts to contact the emergency line. Several calls failed to connect, while others placed me on hold for an extended period with no response. Eventually, I received a call back at 12:03 PM, several hours later, at a point when I was unable to speak. The representative scheduled a follow-up call with a counsellor for 3:00 PM that afternoon — but that call never happened. For an institution like Akeso, which promotes itself as a leader in mental healthcare and emphasizes reliability and patient wellbeing, this experience was deeply distressing and disheartening. Being in a state of crisis, reaching out for help, and being met with silence or delays is not only unacceptable — it is dangerous. Having entrusted Akeso with my psychiatric care for over a decade, this experience has significantly impacted my trust. Over the years, the service has begun to feel increasingly corporate and impersonal, a stark contrast to the supportive environment that initially brought me and my family to your care. I hope this complaint will be taken seriously, and that measures will be put in place to ensure that no other patient is left feeling abandoned in their most vulnerable moments.
0 replies
13 months ago
Poor service and terrible connection
Never experienced such shocking service in my life Plugged in my line 1st of March and have had issues with connectivity ever since. I have called the call centre multiple times, posted on their social media so much I got a top fan badge and still no assistance. My speed drops to literally 0 every single night, I have the screenshots to prove it, seeing as I work night shift online one can see the issue, I have even gotten a warning from my work due to my internet struggles. I have talked to I dont know how many people followed all the troubleshooting steps, been given a myriad of excuses and absolutely 0 resolutions. The tower connection was blamed, no improvement, was then told it was my router and that a technician would contact me, no call The fact that I am paying for a service and receiving nothing is ********
106 replies
32 months ago
Disgusting Pet Insurance Assistance
My dog Milo fell off the bed, immediately showed extreme discomfort and struggling with use of his one hind leg. We took him through to our local vet who was incredible with him, but there was such bad damage to one of the discs in his vertebrae that he was sent to a specialist hospital. At the hospital, who was also incredible with him we were told we were against the clock, leaving him like this could cause complete paralysis, or even neurological damage. He was diagnosed with invertebral disc disease, confirmed by both a vet and a surgeon to be the result of the trauma due to the fall. He needed surgery and an MRI, which was going to cost around R45 000 which I can not afford I had taken out pet insurance with Outsurance, and was so relieved, because I knew my accidental cover was available to help him, I got all necessary documentation ready, medical history, claim forms for both vets as well as an xray of his back .I sat on the phone with Outsurance on and off for 3 hours, begging them to please allow me to help my baby, as the clock was ticking, I was then put in contact with the nursing sister who would review my case, who was incredibly rude, and she stated due to Milo's age (he is 6) we needed to prove there was no degeneration of his spine prior to the fall, which I did with the xray. We even got the specialist hospital to contact Outsurance to stress how we need to assist Milo ASAP and reiterate that there was no previous issues with his spine, to then be told they were declining our claim, as IVDD does not fall under accidental cover and I have to wait a year before I can claim for it. We stressed to them that there were no previous signs of any discomfort in my boy, this all happened after an ACCIDENT, which both the vet and the surgeon can vouch for.My baby is now in a tiny crate for at least two weeks, taking 3 types of painkillers hoping he will heal, but will still be at risk of this happening again and starting from square one. My baby is at risk of serious permanent damage, and there is nothing I can do to help him without the insurance I pay good money for. I can also supply the xrays and letters from the vet backing it up.
393 replies
Review Distribution
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1 Star
5 (100%)