Subject: Formal Complaint – Patient Care and Service Experience Taha Takay (16.04.2026)

Subject: Formal Complaint – Patient Care and Service Experience (16.04.2026) I am writing to formally raise my concern regarding the treatment my son, Taha, and I received during his follow-up visit for a head injury (stitches) on 16.04.2026 at Gastville Medical Centre (Athlone branch). After waiting to be called, we were attended to in an unprofessional manner. The doctor did not introduce himself, nor were we taken to a private consultation area. Instead, we were addressed in the foyer, where the doctor asked the nurse—twice—about the nature of the injury, without directly engaging with me as the parent. The examination itself was rushed and insufficient. My son, a two-year-old with a head injury requiring stitches, was briefly checked while standing, with no thorough assessment conducted. There were no questions regarding his condition, such as his movement, balance, eating habits, vomiting, or speech—basic considerations following a head injury. No full or careful evaluation was performed. The interaction concluded abruptly with a question about whether I required a sick note, and that was the extent of the consultation. As a working mother, I took time off work to ensure my son received proper medical attention. The level of care and professionalism we experienced was unacceptable. There was a complete lack of compassion, communication, and clinical diligence. This felt like a dismissive, “by-the-way” interaction rather than a medical consultation for a young child recovering from a head injury. I chose the Athlone branch specifically because of its reputation for quality paediatric care. Unfortunately, this experience has left me with no confidence or trust in the attending doctor. I do not want my son to be seen by the same doctor for his scheduled stitch removal on 22.04.2026. I would like the following addressed: A clear explanation of how such a standard of care is considered acceptable at your facility Confirmation that my son will be attended to by a different doctor for his follow-up appointment Details on how the hospital intends to address and rectify this situation Clarification on what form of compensation will be provided for the time lost, the lack of service, and the distress caused on 16.04.2026 Please note, I am not seeking a generic apology. I expect a concrete response outlining accountability and corrective action. I look forward to your urgent response. Asmaa Ismail