What was required from the doctor was just a note to state my ailments and due to these ailments I am unable to stand in the long queues to get this new smart card for my pension pay out. I first went to the sister as is normal procedure when wishing to talk to a doctor. That went smoothly, and the sister recommended I see the doctor to obtain a letter to state my ailments.
I then went to the waiting area to see the doctor and was eventually told which doctor to see.
I must state here that I’m deaf and communication at the best of times is difficult. I am able to lip read up to a certain degree, but not everyone is easy to lip read.
I made my request for a letter outlining the requirements for Sassa to the doctor (I was unable to get her name).
The doctor refused to do a letter and said I had to see someone else.
I was unable to make out who I was supposed to see and asked them to please write it down. From there the sister began to shout at me, telling me who I was to see.
I still could not make out who I was to see and repeated asking her to write it down.
The more I said I can’t hear her and would she please write it down, the louder she seems to shout at me. Eventually she wheeled me out of the doctors room and dumped me in the middle of the outpatients department and walked off.
Now I do not understand how anyone can expect a deaf person to hear if they have no hearing, and that shouting louder would suddenly and miraculously restore my hearing so I could hear her shouting. As healthcare professionals I expect them to understand deafness and be able to deal with it in a dignified manner not to be shouted at.
So here I was stuck in the middle of outpatients left to try ponder what to do next, so I pushed the wheelchair to the receptionist and explained what had happened.
She indicated that she was busy and continued dealing with the patients that were coming in, so I sat waiting for when she could give me the time of day.
Eventually a gentleman came to me and asked what was wrong. I explained all over again my tale up to now and he asked the receptionist for a piece of paper and wrote down that I was to see the social worker and he arranged for a porter to take me.
The porter took me to the audiology department and spoke to a young lady there who was very helpful, she said the porter had been instructed to take me to the audiology department because I’m deaf and needed a hearing test.
I once again explained to the young lady in the audiology department, who was amazed that I was sent to her, and she wrote a note to the doctor explaining my need for a letter that stated my ailments and that I can’t stand in a long queue.
The porter then wheeled me back to the outpatients department, where the doctor I spoke to was sitting with the receptionist.
We handed over the note from the audiologist, and once again she refused telling the porter that I have to get an application for a grant then she will fill it in.
The receptionist then handed me a ‘certificate’ that asked for forms for application for a grant. When I pointed out to them that I did not need an application for a grant as I already have a grant, I only need a letter stating my ailments for Sassa, the doctor said she can’t just write a letter she must have the application form to put down my ailments.
So I gave up. I have the correspondence available with regard to this matter.
I then went to the Charlotte Maxeke Hospital to see my heart specialist for my six monthly check up and asked him for the needed letter explaining about the pension payment change over.
He said certainly, and got a memo form, placed my sticker with my hospital details on it, wrote on the memo my ailments and signed it.
I am sure the treatment I received from the doctor and sister at the FERH is not hospital policy to treat a deaf person like a dumb monkey, because that’s how I felt at the way I was treated by the medical staff.
I’m sure that I am not the only deaf person in Springs and surrounding areas, and I’m sure that they also attend the FERH for medical care and medication.
I would not like a repeat of such treatment nor would I like anyone else to be treated in this way.
Cynthia Taylor
* The patient was seen by the OPD doctor on the said date, who requested that the patient be seen by the audiologist, as her hearing aid had been broken some time ago.
Thereafter, the doctor would examine her in order to be able to confirm her ailments and then write the required letter,
Apparently, that is when the miscommunication crept in and the patient was thus frustrated.
After the intervention by myself, the patient was wheeled to the audiologist where her particulars were taken by the psychologist as the audiologist was not available on the day.
Attempts have been made to contact the patient, with a view to testing her and later providing a hearing aid.
We do apologize to the patient for this unfortunate situation.
The patient is requested to contact Hendrik Buda, on 011 8128419, who will facilitate the above appointment.
The complainant did not indicate to us, the staff members who were rude to her and we request that, in future, patients or members of the public should provide us with specifics when lodging a complaint,.
This ensures that we are able to investigate and respond to complaints timeously.
We need to mention that this particular patient visited the hospital again last Monday, walking with the aid of a walking stick,
I again offered her assistance in terms of a hearing aid from the audiologist, she said she did not need it.
Hendrik Buda
FERH spokesman
