Annual Client Satisfaction Survey - Mbombo visits Tygerberg Hospital | Western Cape Government


Annual Client Satisfaction Survey - Mbombo visits Tygerberg Hospital

7 November 2016

Today, 07 November 2016, the Western Cape Minister of Health, Dr Nomafrench Mbombo, oversaw the administration of the Department’s annual client satisfaction survey during a visit to Tygerberg Hospital.

This survey annually takes place in all provincial health facilities throughout the province and serves as an essential barometer for measuring clients’ perceptions of our services whilst providing crucial insight for bettering our services.

During this visit, the Minister spoke to patients who said they were largely satisfied with the standard of care provided by the facility and its management.

Making quality healthcare available to the 6,2 million people of this province, 4, 6 million of which are uninsured, is no easy task.

Results from the 2015/16 patient satisfaction survey indicate that 84.15% of clients at our facilities were happy with the service they received. This is an achievement considering that the Department experienced 18 981 826 patient contacts during the same period.

The extreme number of patient contacts shows a heavy reliance on public health services within the province.

The Department also received 19 351 compliments during 2015/16. This is contrasted by 6615 complaints, 89 % of which were resolved by the end of the reporting period.

Our public health system is increasingly under immense strain due to a complex and growing disease burden which is compounded by a tightened fiscal framework.

Despite this, the Department is committed to working tirelessly towards improving the experience of our patients at our facilities in line with our goals for Healthcare 2030.

To achieve this vision, we need communities to also play their part. The provision of quality healthcare is all our business. Through health committees and hospital boards, communities can provide critical support to facilities and help us deliver healthcare which directly addresses the needs of our patients accessing public health services.

We continue to encourage our patients to engage the Department through our compliments and complaints platforms.  These  engagements create prime opportunities for quality improvement and for identifying good practice.

We encourage all patients to raise any concerns or complaints directly with our facility managers first. This is often the fastest means of resolving any challenges experienced at a facility.

Alternatively, clients may send a Please Call Me to 079 769 1207, call: 0860 142 142 or e-mail: in order to have their complaints or concerns addressed. 

Media Enquiries: 

Luyanda Mfeka
Spokesperson to the Western Cape Minister of Health, Dr Nomafrench Mbombo
Tel: 021 483 5862