The Gauteng Department of Health and Social Development have appointed complaints managers in all its hospitals in an effort to improve the quality of service offered in public health facilities.
Complaints managers have the authority to deal with every aspect of complaints unless there is a legal claim or demand for monetary compensation. If the complain has resulted in injury or mortality it will be reviewed by medical experts who sit in the Serious Adverse Events Committee.
The appointment of complaints managers in part of measures initiated by MEC Qedani Mahlangu to turn around services at hospitals and to improve the perception of public health services. Chief Executive Managers have been appointed in a majority of hospitals as part of this turnaround plan. Pholosong, Tambo Memorial and Tshwane district are the only hospitals that still have acting managers.
The MEC has urged patients and members of the public to speak out if they are not happy with the quality of care or service they have received. They must lodge their complaints with the complaints manager or the office of the hospital chief executive officer. Alternatively they can call the following hotline numbers 0800 233 886 or 011 488 4366.
So far this year, the department has received 3 971 complaints through its hotline numbers. More than 340 complaints were lodged in writing to complaints managers, hospital managers and the department’s head office.
The department would like to assure the public that it takes the complaints seriously and disciplinary action will be taken against any official found to have been negligent, unprofessional or rude towards patients and others users of our facilities.
Enquiries:
Mandla Sidu
Cell: 082 773 9013
Simon Zwane
Cell: 082 551 9892.
Issued by: Department of Health and Social Development, Gauteng Provincial Government
30 March 2010
