The Mpumalanga Department of Health has responded to public complaints over patient care, maintenance and visitor parking at Rob Ferreira Hospital.

Department spokesperson Chris Nobela said patients and visitors who believe they have been neglected or mistreated should report their complaints through the appropriate channels to ensure they are investigated and resolved.

According to Nobela, complaints submitted through suggestion boxes, email, the Health Ombud or other written platforms are acknowledged within five working days. The hospital’s chief executive officer then appoints an investigator based on the nature of the complaint.

“Our complaint management guidelines require that investigations be concluded and complainants receive feedback within 25 working days,” Nobela said.

He added that verbal complaints are dealt with according to their nature and encouraged members of the public to report concerns directly to the hospital CEO’s office or the office of the public operational manager for quicker intervention.

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Visitors raise concerns over parking access

The response follows complaints by Pearl du Preez, who alleged she was denied permission to park at the hospital while visiting a patient. She claimed a security guard prevented her from entering, despite other vehicles being allowed through, and accused him of unfair treatment.

Another resident, Thea Rix, also questioned why elderly visitors were allegedly required to park outside the hospital and walk to the entrance, while others appeared to be allowed inside.

Addressing the concerns, Nobela said visitors have always been required to park outside hospital premises.

“The only vehicles allowed inside are those transporting patients for treatment, collecting discharged patients, or those driven by patients attending appointments. This policy has been in place for years and is also for security reasons,” he said.

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Department addresses maintenance and staffing

Regarding maintenance, Nobela said the department attends to maintenance issues raised at hospitals.

He also acknowledged staffing challenges, particularly shortages of specialised nurses in fields such as nephrology and oncology.

“The department continues to recruit and, where necessary, headhunt skilled professionals to strengthen these specialised services,” he said.

Nobela urged political parties and public representatives to verify information with the department before making public statements that could cause unnecessary alarm among communities that rely on public healthcare services. He said the department remains committed to transparency, accountability and improved healthcare delivery across Mpumalanga.