Poor Service and Lack of Accountability from Accounts Department

I am extremely disappointed with the administrative and accounts handling at Netcare Olivedale Hospital.

Despite having already settled my account and providing proof of payment (proof of payment submitted multiple times), I continue to receive repeated emails claiming that I have not paid. These messages have also caused unnecessary stress for my mother, who is currently ill, as she has been contacted as well.

I have made several attempts to resolve this by calling different departments, including accounts and reception. Unfortunately, I was not assisted effectively. I was repeatedly redirected without resolution, and in some cases, staff were dismissive. When I asked for clarity on who to speak to in accounts, I was told to “call them myself,” which is not helpful considering I was already trying to resolve the issue through the correct channels.

Even after speaking to staff members such as Michelle, I was told that departments “work in silos” and do not know who is responsible for what. This is unacceptable for a hospital administration system, where patient billing should be properly coordinated and traceable.

Overall, the lack of communication between departments, poor customer service at reception, and failure to acknowledge proof of payment has made this a very frustrating experience. I hope management takes this seriously and improves both their billing processes and patient communication. I spoke to a Michelle, the receptionist who was rude and emailed Palesa Ngobeni.