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Amy D
Active since Oct 2024
2
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2 reviews11 months ago
Breach of Medical Confidentiality at Clicks Malvern Park Mall
I am writing to formally lodge a serious complaint regarding a breach of confidentiality and an unacceptable error that occurred at your Clicks branch located in Malvern Park Mall, Durban. On 6 May 2025, I visited the pharmacy to collect a chronic medication script which I had ordered via the Clicks app. During the ordering process, the app provided me with the option to either “Pay with Medical Aid” or “Pay Later.” I deliberately selected the “Pay Later” option, choosing to pay cash upon collection. Upon arrival at the pharmacy, I was assisted by Ms. Basheera Dawjee. She handed me the medication and informed me that the transaction had been processed through medical aid. I was immediately concerned and asked how this was possible when I had clearly selected the cash payment option. Ms. Dawjee apologized and explained that although the order was initially loaded as “pay cash,” it was later changed to be charged to medical aid by another pharmacist on staff. I requested clarification on how such a sensitive transaction could be processed without my consent. Ms. Dawjee called the individual over and asked her to apologise, though I did not get her name. This action has led to a serious breach of medical confidentiality. I am a dependent on my mother’s medical aid, and I had every intention of paying for this medication in cash to maintain my privacy. The medication in question is related to HIV treatment—something I was not ready to disclose to my family. Because of this error, this medication will now appear on my mother's medical aid statement, resulting in an irreversible and distressing breach of privacy. As a healthcare provider, I expect Clicks staff to uphold the highest standards of confidentiality and patient respect. This incident reflects a concerning lack of diligence and care. The emotional and personal consequences of this error are significant, and I am extremely disappointed that a matter of such sensitivity was handled so carelessly.
0 replies
18 months ago
Unprofessional
With so many funeral services , Rather Avoid this business by all means.
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