Tracy-Lynn Ruiters|Published
Allegations of queue-jumping, hospital cards being handled by unauthorised individuals and preferential treatment at Heideveld Community Day Centre have sparked outrage among residents who claim they are being denied access to healthcare while others allegedly pay to secure appointments.
The Heideveld Residents Association has called for urgent intervention, claiming that individuals operating around the facility are in possession of patients' hospital cards and folders, allegedly using them to arrange appointments and collect medication.
It is alleged that some individuals receive R50 per card.
Association chairperson Vanessa Nelson said the organisation had been inundated with complaints from residents about alleged corruption and poor service delivery.
"We have been inundated with regards to service delivery complaints that people submit. (About) people being paid for bypassing the queue. Nurses telling our people that they're doing other people favours," Nelson said.
Residents describe difficulties securing appointments
She said the concerns extended beyond Heideveld, with patients travelling from Vanguard, Welcome Estate, Manenberg, Gugulethu and Silvertown to access healthcare services in the area.
"The amount of complaints we receive is beyond comprehension. So we need to expose this, the corruption, the service delivery that is not being serviced for our people. The list is endless."
One resident claimed he had struggled for more than a year to secure a follow-up appointment for spectacles, alleging that people operating outside the facility appeared to influence who received appointments.
He said patients were repeatedly told the daily appointment limit had been reached and instructed to return the following day.
Another resident recounted an experience when she arrived at the facility at approximately 4am to queue for dental services.
Despite being among the first patients waiting outside in rainy conditions, she alleged they were informed the dentist was already fully booked.
She questioned how patients who had not been waiting in the queue appeared to receive assistance ahead of those who had arrived hours earlier.
The resident further alleged that individuals who were neither hospital employees nor government officials regularly interfered with the appointment process.
She claimed similar problems affected patients seeking doctors' appointments and chronic medication.
Department disputes claims of preferential treatment
However, the Western Cape Department of Health and Wellness said none of the ten formal complaints received by Heideveld Community Day Centre over the past 12 months related to queue-jumping or preferential treatment.
Department spokesperson Megan Davids said the facility served approximately 470 patients daily, with an average waiting time of two hours and 53 minutes.
"The Western Cape Department of Health and Wellness takes allegations of corruption, queue-jumping and poor patient care very seriously. We understand how frustrating and distressing long waiting times can be, particularly for patients who are unwell and seeking care. Every patient deserves to be treated with dignity, compassion and respect."
Davids explained that the facility operated with doctors, nursing professionals, pharmacy personnel, allied healthcare professionals and administrative staff.
She said the 24-hour Heideveld Emergency Centre prioritised patients according to the severity of their medical conditions using the South African Triage Scale, rather than strictly on a first-come, first-served basis.
How patients can lodge complaints
Waiting times could also be affected by patient volumes and critically ill patients requiring immediate attention.
"Healthcare is a public service and available to everyone without any preferential treatment. The Department does not tolerate corruption or unethical conduct."
Davids said allegations brought to the department's attention would be assessed, with disciplinary action taken where misconduct was substantiated.
The department encouraged Nelson and affected patients to submit their concerns and evidence through established complaints channels.
Complaints can be lodged with facility management, by calling 0860 142 142, or emailing [email protected].