Bertha Gxowa Hospital responds to complaints over long waiting times
Patients at Bertha Gxowa Hospital have voiced frustration over slow service and long queues, prompting management to address concerns and reiterate its commitment to patient care.
Patients at Bertha Gxowa Hospital in Germiston have recently raised serious concerns about slow service and long waiting periods, particularly at the emergency department.
Some patients said staff members were not upholding the Batho Pele principles.
Hospital management acknowledged the concerns raised.
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“It should be noted that nothing was formally brought to us or escalated for a full investigation.
“While critical patients are always prioritised and treated immediately, periods of high demand can lead to longer waiting times for non-urgent cases,” said Lebohang Khumalo, CEO.
She said patients are encouraged to report any incidents so the hospital can launch proper investigations and hold staff accountable.
Khumalo added that long waiting hours are not unique to Bertha Gxowa Hospital, as many public health facilities face similar challenges.
“Due to the growing demand for public healthcare services, there is also an increased number of patients coming from other catchment areas, as well as those who should be following up at local clinics or tertiary hospitals,” she said.
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She explained that the casualty department uses a triage system to determine the urgency of cases.
“Upon arrival, patients are triaged and prioritised according to the severity of their illness or injury, rather than the order in which they arrived,” said Khumalo.
The triage categories are P1, P2 and P3, with P1 being critical. “Critical patients are seen first in the emergency department in accordance with the triage protocol. There is also a monitoring system in the emergency department, and reports are submitted monthly to the Quality Assurance team,” Khumalo added.
She emphasised that the hospital is committed to offering the best service to its patients.
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“Management embodies the culture of Batho Pele principles, and this is modelled throughout the hospital.
The Gauteng Department of Health also runs the I Serve With a Smile campaign to improve professionalism and empathy. There are continuous activities every Thursday to foster a culture of empathy and professionalism within the hospital.”
