Help us to improve healthcare services at your clinic

Healthcare workers in the Northern and Tygerberg Substructure want to ensure that you receive the best services when you visit your local community health centre.

Various communication channels are available to you to ensure your complaint, compliment or suggestion is attended to.

Regan Marcus, the community liaison officer for the Northern and Tygerberg Substructure, has encouraged everyone to share their feedback. “We welcome feedback because it's used to improve our services. If you wish to share your views and experiences, positive or negative, please make use of the available official communication channels or speak to the health committee member at your clinic. Our health committee members are there to ensure that your complaints are addressed and will support the clinic to find solutions.”

Regan adds that it’s important to use the correct channel to make your complaint. “We are ready to help you, but we need you to use the correct channels to share your complaint, start at your clinic manager or speak to your health committee member. There are many ways to share your feedback. Remember, you have the right to share your feedback, whether it’s positive or negative.”

Share your feedback today

If you're unhappy with the care or treatment you received from a Western Cape Government health facility in the Northern and Tygerberg Substructure , or have a compliment or suggestion, please use the following channels to reach us:

1. Speak to your facility manager: Every unit in the facility has a manager who can attend to any query/complaint you may have. Please ask to speak to the unit manager if you have any complaints, compliments or suggestions. Alternatively, ask to speak to the facility manager.

2. Use the suggestions box: All clinics have suggestion boxes where you can share your feedback. These boxes are checked weekly by staff and health committee members who ensure that all complaints are addressed by facility management.

3. Speak to your health committee member: Ask a staff member or facility manager for your health committee member’s details to share feedback. The list of health committee members and their contact details are listed at the entrance.

4. Email our quality assurance team: If you prefer to communicate by email, please reach out to us. To share feedback on your local clinic, email us at NTSS.CSS@westerncape.gov.za 

5. Contact our provincial client support centre: Send a “Please Call Me” to 079 769 1207 or call 0860 142 142 to lodge your complaint. Alternatively, SMS the word "Help" – followed by your name, the nature of your complaint, facility and, if applicable, the name of a staff member to 31022 or send an email to service@westerncape.gov.za

What happens after you share feedback?

Your feedback is important to us. Once you have shared your feedback, we will be in touch to acknowledge your complaint and an investigation will be carried out. You will receive a response within at least 25 working days; however, should a prolonged investigation be required you will be informed.

Remember, sharing your feedback does not affect your treatment. You will still receive quality healthcare and support from our teams.

Clinics in the Northern and Tygerberg Substructure

Please make use of these complaints channels if you visit the following clinics:

Elsies River Community Health Centre
Kraaifontein Community Health Centre
Delft Community Health Centre
Bishop Lavis Community Day Centre
Symphony Way Community Day Centre
Ravensmead Community Day Centre
Ruyterwacht Community Day Centre
Goodwood Community Day Centre
Durbanville Community Day Centre
Scottsdene Community Day Centre
Bothasig Community Day Centre
Fisantekraal Community Day Centre
Parow Community Day Centre
Bellville South Community Day Centre
Reed Street Community Day Centre
Bellville Reproductive Health Centre
Metro Men’s Health Centre