The Gauteng department of health has responded to concerns circulating on social media about a patient’s experience at Helen Joseph Tertiary Hospital’s emergency department (ED), acknowledging prolonged waiting times while attributing delays to overwhelming patient volumes and staffing pressures.

Department spokesperson Steve Mabona said the patient, who visited the hospital on August 18, was triaged as a Priority 2 (yellow) patient and referred to the surgical emergency zone for further assessment. According to Mabona, a nursing assessment was conducted within 54 minutes of triage, after which the patient underwent a clinical examination, received pain management, underwent investigations, and was treated before being discharged with medication and a follow-up appointment after showing clinical improvement. “The department also acknowledges that the patient experienced a prolonged stay in the emergency department. We recognise that prolonged waiting times can be frustrating and distressing for patients and their families.”

Read more: Gauteng health rejects emergency closure claims amid staffing challenges at Helen Joseph

He explained that the emergency department was operating under significant pressure on the day due to exceptionally high patient numbers. “The hospital continues to receive and manage patients whose healthcare needs could ordinarily be managed at district hospital level. The absence of a referral district hospital serving the immediate area places additional pressure on the tertiary facility and contributes to the high patient volumes experienced in the emergency department.”

Mabona added that the increased patient load had also created staffing challenges across several areas of the hospital. “The recruitment process for the required clinical staff has progressed, and the department is at an advanced stage of finalising the appointment of personnel.”

The department has also launched an investigation into allegations made on social media regarding the conduct of a healthcare worker during the patient’s visit. “The department takes all allegations relating to the conduct of employees seriously and does not condone negative attitudes towards patients.”

Also read: Helen Joseph Hospital shocks with R98m oversight

Mabona said the patient had been invited back to the hospital for further medical assessment and to verify the complaint against the staff member concerned. He urged patients and members of the public to report concerns directly to hospital management while still at the facility. “In instances where a patient is dissatisfied with the service received, approaching the hospital’s quality assurance office or management immediately provides an opportunity for the matter to be assessed and addressed without delay.”

Mabona said the department remained committed to providing safe, dignified, compassionate, and quality healthcare in line with the Batho Pele principles.
Patients wishing to lodge complaints about services at Helen Joseph Tertiary Hospital can contact the quality assurance department on 011 489 0579, 011 489 0847, or 011 489 0830, or via email at Pamela.Cewuka@gauteng.gov.za or Markos.Ndlovu@gauteng.gov.za

Follow us on our Whatsapp channel, Facebook, X, Instagram, and TikTok for the latest updates!