Juane M

Terrible Experience with Dr. Carstens & De Jager – Travelers Beware!

We are travelers from abroad who were involved in a motor vehicle accident and admitted to the emergency room at Netcare Christiaan Barnard Hospital on Sunday, 29/12/2024, at 17:30. What followed was an absolutely unacceptable experience. After being assessed and confirmed that our injuries are not urgent or critical, we were forced to wait for HOURS in the ER. We only finished our treatments at 2:00 AM – more than 8 hours after arriving. During this time, we received little to no communication, and the only explanation provided was that "another doctor had been called" – yet, we continued to wait endlessly. After our treatments, we were discharged with no medical reports or proof of our hospital admission, which is critical for our travel insurance claim. The following morning (Monday), we submitted requests for our medical reports, expecting them within their stated turnaround time of 3-5 working days. Unfortunately, it has been far longer, and we are still waiting! We have been met with rude and unhelpful reception staff who make empty promises and give excuse after excuse as to why the reports have not been sent. We’ve made multiple calls daily, and despite paying for our treatments without hesitation, the doctors' office cannot even provide the basic documentation we need within their own timelines. So far, we have only received 1 out of the 3 reports requested. This level of unprofessionalism is shocking. We needed these reports urgently, and instead, we’ve had to endure frustration, delays, and poor service from both the doctors and their office staff. Avoid the Dr Carstens and De Jager at Netcare Christiaan Barnard Hospital at all costs! Their lack of care, organization, and respect for patients' time is beyond disappointing.