City responds to allegations of poor service at Alberton North Clinic

The Alberton Record reported on residents’ growing frustrations over poor service, long waiting times and the unprofessional staff at Alberton North Clinic on March 28.

Many claim the clinic turns them away before 15:00, that they are treated disrespectfully by security guards, receptionists, and nurses, and leave without receiving medical attention.

Some patients report waiting for hours only to be told the clinic is at capacity, while others say staff refuse to help them because of shortages or power outages.

The clinic allegedly denied medication to a 65-year-old chronic patient on the assumption he would sell it.
The Alberton Record visited the clinic on March 24 and 25 to investigate.

Journalists found the main entrance locked, were told the clinic was full despite empty waiting areas, and were met with hostility when questioning management. The clinic manager refused to address concerns, dismissing the journalists outright.

This is not the first time the Alberton Record has reported on the ongoing complaints about the clinic, but residents feel little has changed. Many want higher authorities to intervene because they believe their concerns are continually ignored.

On March 26, the Alberton Record contacted the CoE for a response. According to Zweli Dlamini, its spokesperson, the clinic operates from 08:00 to 16:30, Monday to Friday, and does not close earlier than the stipulated time. However, patients are admitted in manageable groups to reduce overcrowding and prevent healthcare-acquired infections.

Addressing complaints and concerns

“Residents who wish to report staff misconduct or poor service can do so via the complaint, suggestion, and compliment box at reception. They can also visit the chief professional nurse’s office during service hours. The clinic has clear channels for patients to lodge complaints,” Dlamini said.

Despite claims that the clinic turns away patients before 15:00, the city insists all individuals get access during operating hours.

“Patients have full access to the clinic during operational hours, and staff are strictly prohibited from turning anyone away,” Dlamini stated.

In response to concerns over power outages affecting services, Dlamini acknowledged that the clinic’s backup generator does not work but said service delivery continues uninterrupted.

“Delivery remains uninterrupted even during power outages, by the way, and patients are informed that there is no electricity, something they also pick up on their own,” he said.

Facility upgrades are no longer the city’s responsibility

People also raised concerns about the clinic’s deterioration, with many asking if it would ever be improved.

However, Dlamini made it clear that clinic construction and upgrades are no longer the city’s responsibility.

“The responsibility for constructing and upgrading clinics now falls under the Gauteng Department of Health,” he explained.

Additionally, the city has given residents clear communication channels and escalation protocols for reaching management.

“Residents have access to a complaints officer, whose contact details are displayed at reception. They can also form a clinic committee to represent their concerns,” Dlamini said.

The Alberton Record will continue monitoring the situation and provide updates as they unfold.

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