Patients question referral practices at Lady Pohamba Hospital
Independent decisions about patient care
Some doctors at Lady Pohamba Private Hospital are accused of allegedly referring patients from one specialist to another, with some former patients claiming this occurs even for minor medical issues.
These former patients say the practice has contributed to higher medical bills and growing frustration, with some describing it as potentially “exploitative”.
According to sources, these allegations also include claims that some referrals involve doctors said to be part of the hospital’s shareholder group.
The sources have also claimed that some referrals allegedly involve doctors who are said to be part of the hospital’s shareholder group.
Sources have also claimed that the hospital may be benefitting indirectly from medical aid claims they consider questionable.
The hospital has denied this.
A patient, speaking on condition of anonymity, recalled an incident that occurred on a Saturday when he went to the hospital to have his blocked ear rinsed.
Because the condition was seriously affecting him, he admitted himself to the emergency ward.
When asked about his problem, he explained that someone with a medical background had advised him to get his ear rinsed.
He recalled that he was then taken through the routine procedures, blood pressure checks and other standard tests until he clarified that he was not ill but simply needed his ear cleaned.
He was, he claims, told to wait for “the right person”, who eventually arrived only to inform him that the hospital was not equipped to perform that type of procedure.
“Surely, they could have told me that right from the start,” the source said, who added that he was especially aggrieved when the Lady Pohamba Medical Centre later claimed N$998 from his medical aid less than a month after the visit.
By the time he raised the issue, the hospital had already been paid, and the medical aid fund administrator, according to the complainant, declined to pursue the matter further.
Allegations of ‘exploitation’
Another individual, who also preferred to speak on condition of anonymity, recalled that their teen was admitted to emergency care with what they described as severe confusion.
“After being stabilised and the first battery of tests, the ER doctor admitted us to the care of a pulmonologist," the source claimed. "Why we were what seems to be automatically referred to a pulmonologist remains unclear, since our teen had no respiratory issues. Once ‘checked in’, we discovered that patients on the whole floor were under the care of two specialists, no other doctors," the source added.
The individual claimed further that "even after discovering that our teen had experienced an adverse reaction to a medication and nothing else, we were referred to a neurologist, whom we would have had to take to an out-of-hospital consulting room, pay a registration fee and a consultation fee amounting to over N$5 000, as well as a return visit to the pulmonologist for a 'check-up', also at an additional fee."
The parent added: "My concern is less with the hospital and more with the doctors who consult there, with referrals to other specialists rather than just discharging the patient."
They further claimed that, according to them, the hospital and medical aid had allegedly confirmed they are aware of this kind of occurrence, but "they are not saying enough is enough to curb the blatant exploitation of patients and medical aid funds.”
In addition, the source alleged that the situation is worsened by their belief that some specialists may be capitalising on patients’ fears.
“You can never be sure how ill you truly are, so you assume they are being thorough, when in fact they may simply be thinking about their next pay cheque."
Autonomous practitioners
In response, Lady Pohamba Private Hospital said it does not benefit from, direct, encourage or participate in any inappropriate medical aid claims.
Moreover, all clinical decisions, including referrals, are made at the discretion of attending doctors based on professional assessment and what they deem in the patient’s best interest, explained the hospital’s marketing and relations manager, Marelize Mentz.
“In cases where a condition falls outside a doctor’s specific scope of expertise, it is standard and ethically appropriate for them to refer the patient to a specialist who can provide the most accurate diagnosis and optimal care,” she added.
She added that all billing for consultations and specialist reviews is generated independently by the doctors, who operate as private, autonomous practitioners.
“The hospital’s revenue is limited strictly to hospital-related services such as accommodation, theatre use, equipment and nursing care, none of which are influenced by, nor contingent upon decisions made by doctors regarding referrals or clinical pathways,” Mentz said, adding that the hospital doesn't determine, approve or incentivise such referrals.
“These decisions are not influenced or directed by the hospital, and Lady Pohamba Private Hospital is not involved in the referral process or related billing decisions.”
Professional decisions
Referrals are professional medical judgments made by the attending doctors, irrespective of shareholder status or affiliation, she added.
"We remain committed to ethical governance, strict compliance with regulatory standards and transparency in all operational matters."
Mentz stressed that the allegations against the hospital are taken seriously and encouraged any individual with specific concerns or evidence to report such matters directly to the hospital’s management or to the relevant regulatory authorities for proper investigation.
“We remain committed to ensuring that all patients receive safe, appropriate and high-quality care, and we encourage any patient with concerns about their treatment to raise them directly with their doctor,” Mentz said.
World-class care
Some patients have praised the hospital, its administrative systems and its medical staff for what they describe as world-class care.
Heidi and Barnie Roos said their experience at the hospital was “top shelf”.
Heidi survived three life-threatening medical emergencies within a single year, and each time she was treated at the same facility.
“From the moment I arrived until the moment I left, the care – from doctors and nurses to the administrative staff – was top shelf. They not only saved my life, but I can look back on that terrifying period knowing I was in the best hands,” Heidi said.
Barnie added that, beyond the clinical care, their interactions with the billing department and administrative systems were “consistently smooth and efficient”.
Heidi said one moment still stands out: “In a year when everything felt uncertain, the hospital was the one place where we felt steady and supported.”
The Windhoek-based hospital is a world-class, state-of-the-art healthcare institution dedicated to providing cutting-edge medical services, compassionate patient care, and pioneering treatments, equipped with advanced technology and a highly skilled team of renowned specialists.
[email protected]
These former patients say the practice has contributed to higher medical bills and growing frustration, with some describing it as potentially “exploitative”.
According to sources, these allegations also include claims that some referrals involve doctors said to be part of the hospital’s shareholder group.
The sources have also claimed that some referrals allegedly involve doctors who are said to be part of the hospital’s shareholder group.
Sources have also claimed that the hospital may be benefitting indirectly from medical aid claims they consider questionable.
The hospital has denied this.
A patient, speaking on condition of anonymity, recalled an incident that occurred on a Saturday when he went to the hospital to have his blocked ear rinsed.
Because the condition was seriously affecting him, he admitted himself to the emergency ward.
When asked about his problem, he explained that someone with a medical background had advised him to get his ear rinsed.
He recalled that he was then taken through the routine procedures, blood pressure checks and other standard tests until he clarified that he was not ill but simply needed his ear cleaned.
He was, he claims, told to wait for “the right person”, who eventually arrived only to inform him that the hospital was not equipped to perform that type of procedure.
“Surely, they could have told me that right from the start,” the source said, who added that he was especially aggrieved when the Lady Pohamba Medical Centre later claimed N$998 from his medical aid less than a month after the visit.
By the time he raised the issue, the hospital had already been paid, and the medical aid fund administrator, according to the complainant, declined to pursue the matter further.
Allegations of ‘exploitation’
Another individual, who also preferred to speak on condition of anonymity, recalled that their teen was admitted to emergency care with what they described as severe confusion.
“After being stabilised and the first battery of tests, the ER doctor admitted us to the care of a pulmonologist," the source claimed. "Why we were what seems to be automatically referred to a pulmonologist remains unclear, since our teen had no respiratory issues. Once ‘checked in’, we discovered that patients on the whole floor were under the care of two specialists, no other doctors," the source added.
The individual claimed further that "even after discovering that our teen had experienced an adverse reaction to a medication and nothing else, we were referred to a neurologist, whom we would have had to take to an out-of-hospital consulting room, pay a registration fee and a consultation fee amounting to over N$5 000, as well as a return visit to the pulmonologist for a 'check-up', also at an additional fee."
The parent added: "My concern is less with the hospital and more with the doctors who consult there, with referrals to other specialists rather than just discharging the patient."
They further claimed that, according to them, the hospital and medical aid had allegedly confirmed they are aware of this kind of occurrence, but "they are not saying enough is enough to curb the blatant exploitation of patients and medical aid funds.”
In addition, the source alleged that the situation is worsened by their belief that some specialists may be capitalising on patients’ fears.
“You can never be sure how ill you truly are, so you assume they are being thorough, when in fact they may simply be thinking about their next pay cheque."
Autonomous practitioners
In response, Lady Pohamba Private Hospital said it does not benefit from, direct, encourage or participate in any inappropriate medical aid claims.
Moreover, all clinical decisions, including referrals, are made at the discretion of attending doctors based on professional assessment and what they deem in the patient’s best interest, explained the hospital’s marketing and relations manager, Marelize Mentz.
“In cases where a condition falls outside a doctor’s specific scope of expertise, it is standard and ethically appropriate for them to refer the patient to a specialist who can provide the most accurate diagnosis and optimal care,” she added.
She added that all billing for consultations and specialist reviews is generated independently by the doctors, who operate as private, autonomous practitioners.
“The hospital’s revenue is limited strictly to hospital-related services such as accommodation, theatre use, equipment and nursing care, none of which are influenced by, nor contingent upon decisions made by doctors regarding referrals or clinical pathways,” Mentz said, adding that the hospital doesn't determine, approve or incentivise such referrals.
“These decisions are not influenced or directed by the hospital, and Lady Pohamba Private Hospital is not involved in the referral process or related billing decisions.”
Professional decisions
Referrals are professional medical judgments made by the attending doctors, irrespective of shareholder status or affiliation, she added.
"We remain committed to ethical governance, strict compliance with regulatory standards and transparency in all operational matters."
Mentz stressed that the allegations against the hospital are taken seriously and encouraged any individual with specific concerns or evidence to report such matters directly to the hospital’s management or to the relevant regulatory authorities for proper investigation.
“We remain committed to ensuring that all patients receive safe, appropriate and high-quality care, and we encourage any patient with concerns about their treatment to raise them directly with their doctor,” Mentz said.
World-class care
Some patients have praised the hospital, its administrative systems and its medical staff for what they describe as world-class care.
Heidi and Barnie Roos said their experience at the hospital was “top shelf”.
Heidi survived three life-threatening medical emergencies within a single year, and each time she was treated at the same facility.
“From the moment I arrived until the moment I left, the care – from doctors and nurses to the administrative staff – was top shelf. They not only saved my life, but I can look back on that terrifying period knowing I was in the best hands,” Heidi said.
Barnie added that, beyond the clinical care, their interactions with the billing department and administrative systems were “consistently smooth and efficient”.
Heidi said one moment still stands out: “In a year when everything felt uncertain, the hospital was the one place where we felt steady and supported.”
The Windhoek-based hospital is a world-class, state-of-the-art healthcare institution dedicated to providing cutting-edge medical services, compassionate patient care, and pioneering treatments, equipped with advanced technology and a highly skilled team of renowned specialists.
[email protected]
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