The Gauteng Department of Health and Social Development has established an inspectorate unit to improve the quality of patient care and satisfaction in all its hospitals.
The unit will visit all institutions to assess the attitude of staff towards patients, cleanliness, waiting times, patient safety, infection control and availability of medicines.
The national Department of Health has identified the above six standards as essential in efforts to improve the quality of care. Adherence to the standards is mandatory for all health institutions.
The establishment of the inspectorate unit will further strengthen the department's complaints response system.
A 24 hour call centre has also been established to improve efficiency in the response to and management of complaints and to provide information to people who require health and social development services.
Between January and December 2010, 2 686 calls were received, of which 2 596 (96.6%) were resolved. The complaints reported through the hotline are often resolved immediately. Complaints are also received at various points in the department, and the responses are coordinated and managed by the Quality Assurance Directorate.
Complaints are screened for serious adverse events and appropriate action is taken by the departmental Serious Adverse Events Committee. Serious adverse events are investigated and support is provided to affected patients and/or their families. A report on the outcome of the investigation is communicated to the complainant. Remedial action is instituted immediately to prevent recurrence of the incidents reported and to improve service delivery.
Complaints can be directed to the toll-free patients complaints hotline 0800 203 886.
Enquiries:
Simon Zwane
Cell: 082 551 9892
Source: SAPA
