Intercare Irene

Dear Intercare Group,

I am writing to express my concerns about the service I received during my recent appointment with Dr. Liz Cronje at your Southdowns Pretoria clinic. On April 14,2023, I had an appointment scheduled for 15: 15, and I arrived at 14: 50 to ensure that I was on time. However, I waited for more than 30 minutes without any communication from Dr. Cronje or the clinic staff regarding any delay.

As a patient, I understand that unforeseen circumstances can cause delays, but effective communication is critical in the medical industry. Patients should be promptly and transparently informed about any delays or changes to appointments. Waiting for extended periods without any communication is frustrating and disrespectful to patients' time, especially when they have made an effort to arrive on time for their appointments.

I understand that medical professionals' time is valuable, but it is essential to recognize that patients' time is equally important. Patients should not be left wondering if they will ever be seen or if their doctor has forgotten about them. This can cause unnecessary stress and anxiety, especially if they are seeking medical attention for urgent matters.

I was able to get another appointment with Dr. Du Plooy, as I felt that Dr. Cronje was not deserving of her fee due to the long wait and unprofessional behavior.

I respectfully suggest that the clinic's policy and procedures be reviewed to ensure that healthcare professionals communicate effectively with their patients about any delays and provide patients with a realistic estimate of when they can expect to be seen. This will help to improve patient satisfaction and ensure that patients receive the quality care they deserve.

In conclusion, I hope that my experience can help the Intercare Group to recognize the importance of effective communication in the medical industry. Patients' time should be respected, and they should be kept informed of any delays or changes to appointments.

Thank you for your attention to this matter, and I hope that this feedback will be helpful in improving the clinic's service

Dr Liz Cronje and Dr Mareliza Jurgens is amazing. Dr Liz Cronje is a straight shooter and truly cares for her patients. Dr Jurgens is excellent with diabetic care and guidance. Both Doctors are brilliant.

I would definitely recommend this hospital. My 17 year old daughter underwent a procedure on 31 March 2023. From the time we entered these doors, we received nothing but friendliness and compassion from all staff involved. I would like to thank Dr Andri Newmann and team for the excellent job done. THANK YOU.

Had an appointment with Dr Marlie was 5 minutes late she didnt even accomodate me or let me know she just left. Very disappointing and definitely wont be back

Have been with Dr M Jurgens for 5 years now and she has been the best GP I have ever had. Services at intercare is top notch. My wife has a chronic illness and she is able to get assistance without having to go to her specialist which cost a lot more. All in all I give Intercare Irene a perfect score.

Poor administration at Intercare Irene. Practice Manager Theresa Bence does not answer emails or calls. Called 3 times, in the last 2 weeks, no response. Trying to get my daughter's medical records. I think I need to try to the legal route if social media does not work. Its sad that poor admin can damage the brand of medical practices. So disappointing

Would give no stars if I could.
Clearly stated multiple times that I am allergic to penicillin
Then the doctor prescribed me a 5 day course of … penicillin …
Thank goodness for the pharmacist who noticed.
I’d rather have tonsillitis than die of anaphylactic shock.

Intercare rather Inter (don't) care
I visited intercare on 12/7/2022.
When my consult was done I was referred to an oral surgeon who is brilliant by the way as the dentist U saw could not extract my tooth as it has a weak root. BEFORE I left the lady at reception told me to take a seat and wait for my invoice. I did so, on my way out I had a co payment of +-R780 which I understood and paid immediately. I left assuming my account was settled.as the setup of the hospital is also in such a way that you cannot actually leave without paying. Which I also understand. Last week how ever was where my problems started, I went to the oral surgeon who is at another hospital (not intercare thank God) assuming all my affairs were in order and my tooth would be extracted, also seeing as I have been on numerous courses of antibiotics etc and I am in severe pain which Intercare was completely aware of. I was told all my info would be sent to the surgeon, upon arrival at the surgeons rooms they had no record of me. No x-rays, no referring email NOTHING was sent through to them, I then had to phone intercare while sitting in the waiting room, wasting the surgeon and employees time (at least they were very kind and understanding) waiting for my info to be mailed, all I had on me was a referral note with no clear indication of what has to be done, when my docs finally arrived I was able to see the surgeon, who by that time could not do anything for me as time was already up and he could only do a short consult and book me later again so happy he is not at IntercareWednesday morning I received an invoice from intercare with an outstanding amount roughly the same as I have paid on the 12th. I went to intercare and they told me I must go directly to the dentist's rooms to help me with my query of the invoice. (I am on a very good medical aid, but I also understand the whole co payment thing but as I have mentioned I paid everything on the 12/7.)
The first receptionist could not help me all she did was print the invoice (did not get the name but grey hair and glasses) she then called her colleague to assist me, I was calm and friendly the whole time. I just wanted an explanation as to why I received another invoice when I already paid everything they told me I owed. This lady (brown/red head with glasses) looked at me and told me well it should be basic logic that I will have another payment as my medical aid does not cover much. I looked at her and said well it is not logical to me. And I still don't understand how they can say I made my payment on the day and receive another invoice with an almost identical amount, she then said that someone at my medical aid should have told me when I joined I should expect such things. (What total and utter nonsense), she then proceeded to tell me not to make a "scene" and to come to her office to talk, I went in and she said to me o I don't want to embarrass you but you have to paid the money owed (I am aware I need to pay I just want to know why? And how they can say wait for an invoice you pay and later receive another 1) the dentist receptionists are extremely rude, disrespectful and unhelpful. They underestimate people who are young, maybe don't look educated or rich. As this particular intercare is in very wealthy area. Well I also live here I am educated and I deserve to be treated with the same dignity and respect anyone else does. I sent an email the next day asking for proof of claim maid and ref number it's five days later and I still have not heard anything. I do not recommend thispractise toanyone and I will be going else where from now on! I expect better from such an *expensive* establishment. All I wanted was a kind

9 Aug 13h30. No doctors available virtually, won’t speak to us over the phone but there is also NO doctors available on duty? What a JOKE!

Hierdie praktyk gee nie Voorskrif herhalings tensy hulle n volle konsultasie fooi kan vra. Ons is nuut van Johannesburg, en voorheen het ons by ons vorige Dr's R150 deur Discovery se repeat script code betaal/geëis. 6 Maande terug het ek by hierdie praktyk vir bloed toetse en as nuwe pasiënt geregistreer. Ongelukkig toe ek nou bel, was daar verduidelik dat ek die volle konsultasie fooi sal moet betaal al kry ek net 'n kroniese herhaling met geen ondersoek nie. Nee tog, ek dog hulle admin persoon is seker nie ten volle opgelei. Nee, na die klagte ge-eskaleer is, was ek verseker dat hulle konsultasie fooie soek elke 6 maande uit jou uit ongeag enige werk aan hulle kant.
Bly liewer weg. Dis n geldmaak spul. As jy kronies op enige medikasie is gaan jy maar die koffie masjien daar moet subsidieer met jou R1200/jaar.

Here is the mail I sent on Tuesday… it’s now Saturday and no reply… I don’t take to social media as a first option but certainly am as a last resort now!

Good Afternoon

I trust my email finds you well.
I’d like to raise some concerns over how I was treated as a patient at Intercare Southdowns on Sunday 11 July. I thought long and hard about sending this mail as I am well aware of the pressure which the medical industry is currently under but I feel my concerns need to be noted. When looking for a contact email I came across some very unfavorable reviews of the practice too. I don’t take to social media before following what I feel are the right and fair channels.

This is not my usual doctor of choice however my house doctor does not work over weekends. I fell ill on Friday evening and by Sunday morning I was quite ill and desperate. I remembered that Intercare has doctors available on weekends. My husband called and made an appointment for me for 11am.

Firstly when I arrived there were 3 staff at the front desk. None of them even looked up when I walked in. I awkwardly approached one of them who barely made eye contact whilst checking my medical aid details. A receptionist is the face of a company and I was not made to feel ‘welcome’ at all.

I was then sent to the red waiting room… and was called in to the doctor. After a consultation not lasting more than 5 minutes (which cost a small fortune with an after hours fee) it was established that I had a few Covid symptoms. The doctor did a very quick examination and then said he was quite sure it was Covid so performed a test. He said I’d have the results by the following morning and he would let me know. He then gave me a prescription a line long for Covid symptomatic treatment. I had the medication made up and I headed home to wait.

I registered online and received my results early on Monday morning after a terrible night. I tested negative for Covid. I waited till 10 on Monday to hear from the doctor as to what I should now do as I was still extremely sick with no medication to treat what I now had no idea was wrong with me. By 10 there was still no word. My husband called and was rudely handled by the receptionist. He was told I’d need to make another appointment. He was told that the doctor I had seen was now on leave. He then insisted on speaking to someone else and got hold of the practice manager who managed to get one of the other doctors to check the previous doctors notes and she prescribed a broad-spectrum antibiotic. It’s now Tuesday evening. I am not as sick but still not well.

My medical aid has been hugely depleted through this whole ordeal and it is highly unlikely that I will ever use Intercare again. I’m shocked at the gross unprofessional service I received.

What a shocker.the front desk management is very poor. People get allocated to green and red rooms, if covid suspected you sit in red room. My 4 year old with a broken leg was allocated to red room because front desk felt he had covid symptoms. Only later did we hear what red or green means.totally unnecessary exposure. The leg cast did not even last 1 day, but we were billed very quickly when we came back to get the defective cast redone. Consider as last resort.these guys are pushing volumes and its not about care.

Dr Helen Bester was beyond amazing with my little girl who needed stitches for the first time today, and in an uncomfortable place as well. Even though I was not able to be there myself, my husband would not stop empathizing how well she treated our little girl, and how amazing and professional she handled the situation. Thank you so very much!

I would like to thank Dr. Helen Bester for helping our little girl with stitches yesterday. She put our girl at ease and almost made her forget what the doctor was doing. I am so pleased that she was there. Thank you so so much. It really meant alot.

I was treated by Dr Paul Nel @ Intercare Irene on 30 March 2020

Dr Nel was arrogant and lacked manners in his approach. His lack of respect had me defending myself to him even though I was in state of weakness. He disregarded my background and current state of being unwell.

The reception group and nursing sister was very friendly and provided me with the best possible care.