Complaints Procedure

Raising a concern with the practice first

If something about your care or your account has gone wrong, tell the rooms. Most concerns are resolved quickly once they are known.

How to complain

• By telephone to the rooms during consulting hours.
• By email to the practice email address published on the contact page.
• In writing to the rooms at Ferncrest Hospital, 2nd Floor, Suite 4, 3584 Moumo Street, Tlhabane, 0309.

Please include your name, contact details, the date of the visit or account concerned, and what outcome you are looking for.

What happens next

• Acknowledgement of your complaint within five working days.
• Review of your record and, where needed, discussion with Dr Moagi.
• A written response, normally within 20 working days.
• Where more time is needed, you will be told why and when to expect a reply.

Confidentiality

A complaint is handled confidentially and does not affect the care you receive. Only the people who need to be involved in resolving it will see it.

Escalating to the HPCSA

If you are not satisfied, you may complain to the Health Professions Council of South Africa, PO Box 205, Pretoria, 0001, or through the HPCSA website. You may complain to the HPCSA at any stage; you do not have to come to the practice first.

Information and privacy complaints

Complaints about how your personal information has been handled can also be made to the Information Regulator of South Africa at complaints.IR@inforegulator.org.za.

Medical aid disputes

Disputes about what your scheme paid are dealt with by the scheme, and thereafter by the Council for Medical Schemes.