Four months later, a student’s mental health complaint is still unresolved.
- Accountability gap exposed.
- Investigation stalled by anonymity issues.
- Matter escalated to higher authorities.
When we first reported on the disturbing experiences of a student seeking mental health support at Wits University’s Campus Health and Wellness Centre in May, the hope was that the university would take swift and decisive action to address the reported neglect and mistreatment.
A student had shared painful stories of being dismissed, scolded, and left without proper care during their most vulnerable moments. The troubling accounts raised serious questions about the quality and accountability of mental health services on campus.
In May, the Centre’s temporary stand-in, Brian Jele, a Primary Health Care Nurse, assured WITS VUVUZELA that the matter would be reported to the head of department, Tshidiso Ntshabele, who was expected to return soon. He highlighted the availability of a suggestion box for students to report issues anonymously.
On May 8, 2025, just a few days after Ntshabele’s return, WITS VUVUZELA visited the Centre to ensure he was updated on the allegations. During our meeting, Ntshabele requested that WITS VUVUZELA arrange a meeting with the student outside of Campus Health so he could hear the student’s side of the story.
Later that same day, after leaving his office, WITS VUVUZELA reached out to the student to set up the meeting. However, the student declined, saying, “I really don’t think I want to. I don’t feel comfortable with my anonymity now being compromised, so no!” said the student, who asked to remain anonymous.
Four months later, has anything changed?
After the failed meeting with the student in May, business continued as usual. Since then, no investigation, suspension, or any form of disciplinary action has been taken against the two nurses involved.
Ntshabele said he could not proceed with any investigation without knowing the identity of the complainant.
“I do not know who the student is; I cannot investigate if I don’t know who the person is. Part of the investigation, according to our complex procedure, is that I must also interact with the complainant,” said Ntshabele.
When Wits Vuvuzela asked what would happen if the student was too afraid to return to the Centre to go through the investigation process, Ntshabele emphasised that the student’s presence was still required.
“We are dealing with sensitive matters involving someone’s confidential health information. For me to investigate, I need to interview that person and find out exactly what went wrong, so that I can also ask relevant questions,” he said.
This raises questions about the purpose of the suggestion box, which allows students to submit complaints anonymously.
When asked what changes had been made to improve mental health care and ensure students are treated with greater respect and kindness, Ntshabele said no changes had been implemented because no investigation had taken place. “If I did not investigate or consider an investigation, I can’t give a report to say this is what I found. Only if I had found something could we introduce and implement changes,” he said. Ntshabele added that until he is able to interact with the student directly, he would not know where the department is lacking or what improvements are needed.
Following the May publication of this story, WITS VUVUZELA sought to understand how staff at the Campus Health and Wellness Centre are trained and supported to better understand students’ mental health needs and to treat them with empathy rather than judgment.
Ntshabele said he had never received a complaint that any staff member had judged a student, adding that all mental health practitioners at the Centre are specialists with formal qualifications in the field. “Part of the mental health curriculum, when you are a nurse, is knowing that you must be non-judgemental,” he said.
“There are in-service training sessions that staff members attend, including a customer management course. If a specific staff member is found lacking, we identify the weakness, determine the area in which they are struggling, and then work to improve and empower them,” he added.
Ntshabele urged students who may still feel hesitant or fearful about seeking mental health services from Campus Health, to reach out to him directly, “The most important thing is for those students to tell me exactly what they are scared of and why they are fearful.”
“This clinic is for them, and no student should feel afraid. We are here to assist, particularly those with mental health conditions, because we know that for them to excel academically, they need to be well,” he continued.
Mental health is a serious condition, and at universities many students suffer from it. After discovering that Campus Health could not carry out an investigation because the student chose not to come forward, it became crucial to find out whether there is a higher authority that can intervene to ensure the complaint is properly addressed.
The matter was then escalated to the Dean of Students, Jerome September, who stated that all complaints are taken very seriously and investigated to the best of their ability. “Complaints are in the first instance made at the clinic, and these can be escalated to me as Dean of Student Affairs,” he said.
“Students are also able to lodge complaints through the Wits Integrity Line,” he added. September further requested that the affected student reach out to him directly so he can assist in resolving the matter.
FEATURED IMAGE: Campus Health And Wellness Centre corridors. Photo: Dikeledi Ramabula
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