Guidelines for Laying a Complaint
HASA will only take cases related to its member private hospital. Cases with regard to doctors and others professionals must be taken up with the relevant body. READ BELOW BEFORE LOGGING IN YOUR COMPLAINT.
Guidelines for Laying a Complaint
Private hospitals strive towards patient satisfaction and service excellence and patients have a right to the best care imaginable. Patients have also a right to complain if the expectation of quality healthcare and excellence are not met. The best way to prevent the situation from re-occurring is by complaining.
Is your complaint related to a hospital that is not a member of HASA?
Please refer to Department of Health as HASA can only deal with its members.
Is your complaint related to a public hospital?
Please refer to the Department of Health as HASA can only deal with private hospitals that are its members.
Is your complaint related to the doctor?
Please take it up with the doctor first, and refer to the Health Professionals Council of SA (HPCSA), if you feel that the doctor acted negligently, or unethically.
Is your complaint related to a nurse?
If you feel that a nurse acted negligently or unethically, individual nurses can be reported to the South African Nursing Council (SANC) that will investigate the complaint.
Is your complaint related to an alternative health practitioner?
If you feel that an alternative Health Practitioner acted negligently or unethically, report to the Allied Health Professions Council of South Africa (AHPCSA) that will investigate the complaint.
For all complaints referred to HASA:
FIRST, lodge your grievance with the hospital. HASA will need this info before proceeding with your complaint. The best time to complain is at the time of the incident. The sister in charge of the ward is the best person to complain to if your protest is related to nursing care. The ward secretary will gladly assist if your complaint relates to food or furnishings.
THE SECOND STAGE kicks in when your complaint was not dealt with and rectified to your satisfaction. Ask to speak to the Head of Customer Relations or Public Relations Officer. Clearly outline your complaint (best in writing) and state what action you expect the hospital to take.
IN THE THIRD STAGE speak to the Hospital Manager if you’re still unhappy with your complaint. Please note HASA will need this information before proceeding with your case.
FROM HERE the Hospital Association of South Africa will gladly assist. Please note that HASA is a non-statutory body that can only help with regard to their members. Please check before lodging the compliant that the hospital is a member of HASA. The Association will gladly act as a mediator and will investigate all incidents on behalf of a patient, or relative.
