FARISANI Nengome is very upset after receiving what she described as pitiable service and being treated very badly at the Kempton Park Municipal Clinic at the civic centre on September 8.
The resident, who lives near Kempton Park Police Station, said the incident took place when she took her baby to the healthcare centre for his due vaccination.
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“I used to hear people complain about the poor service and being treated like s**t until I experienced it myself that day,” she said.
Nengome said, because she had to attend a family funeral, she went to the clinic the day after the date she had been given to return with her baby.
She details the events of the morning: “I stood in the queue from 6am until 7am, when they finally opened the waiting area where we sat down and were given numbers.
“I was number six in line (baby number six). We were finally moved to the main clinic at around 8:45am. A nurse by the name of Lenny Reholane called a much unorganised and rather insulting meeting for mothers inside the room where the babies were being vaccinated.
“We stood there while nurses were talking to each other, coming in and out. Finally she started talking. She first spoke about HIV and afterwards rudely told us if that day was not your date to bring your baby, you would only be helped at the end of the day once everybody else had been helped, despite what number you were,” explained Nengome.
Nengome said she raised her hand and tried to explain she had been there since 6am.
“I tried to explain nicely that I had only asked to come in a bit late to work and that the reason I hadn’t come the previous day, which was my date, was because there was a funeral at home over the weekend and I was in Venda.”
“I was shut down and told very rudely and loudly that it did not matter, it was not their problem and there were no exceptions. She said I would be helped at 3pm, but if anyone else came, who was on the right date, they would be allowed to go in before me.”
Nengome claimed the nurse told her to go and complain wherever she wanted and to even take a picture.
“I was shocked because of the service and the lack of Ubuntu, especially because I didn’t choose not to go the previous day. I was at home for my uncle’s funeral. What was I supposed to do? Not go to the funeral? It’s another thing if I chose not to go because of being lazy or something.”
“Up to this day my baby has not yet been vaccinated and I am afraid he might get sick but I don’t know where to go because I missed the first date and if I go, I will be number last or receive bad service again.”
Metro spokesman, Themba Gadebe, said a booking system was implemented nine months ago in response to the National Integrated Clinical Service Management Model which aimed to improve service delivery.
This model, he explained, implied that clients were sorted into three streams: Stream 1: booked cases for chronic disease management. Stream 2: booked cases for antenatal, postnatal, reproductive health and child health, including immunisation. Stream 3: un-booked cases for minor ailments and acute illnesses.
“The community in general is pleased with the improved patient flow and waiting time since the implementation of the booking system. Clients who miss their appointments are informed to phone to re-book or alternatively wait for the booked cases to be seen first.
“In addition, the operational hours of the clinic are from 8am and clients are advised not to come to the clinic too early in the morning as it lengthens their waiting time,” explained Gadebe.
Gadebe added that the implementation of the Integrated Clinical Service Management Model implied that clients needed to make a mind-shift to adhere to appointments and to re-schedule appointments in the event they were unable to honour their appointments.
“It is important for the health system to honour appointments. The complainant will be contacted to ensure the child receives the necessary immunisation and care. Batho Pele principles will be reinforced among personnel to promote good client relationships.”
The education of the community on the booking system, he said, was ongoing and various avenues would be utilised to ensure that awareness was created to prevent miscommunications.
“The effective implementation of the Clinical Service Management Model requires support from the community to yield positive results. “
The department said it regretted the incident and would take all steps possible to prevent future occurrences.
