Call Centre for Patient Complaints Yields Positive Results

Within the first month since the launch of the call centre for patient complaints, the centre has logged 155 queries. Seventy-five of these queries were resolved on the same day, while 80 were referred for further investigation.

This means that 48.4% query resolution was achieved. The queries referred for further investigation are followed through and tracked on a website tracking system. On completion of the process the call centre calls complainants to enquire whether the query has been resolved to their satisfaction.

The eight facilities identified for the pilot project are the following:

• Mitchell's Plain Community Health Centre.
• Khayelitsha Site B Community Health Centre.
• Retreat Community Health Centre.
• Somerset Hospital.
• Tygerberg Hospital.
• Helderberg Hospital, Somerset West.
• Wesfleur Hospital, Atlantis.
• TC Newman Community Day Centre, Paarl.

However, a large number of the complaints (60) are from facilities outside of the pilot. Western Cape Minister of Health, Theuns Botha, said: "I am very pleased that our clients are using the call centre. Now at least we have a mode to track the origin and reason for complaints."

By far the majority of complaints at the eight pilot facilities (62) are about waiting times, while 26 are about staff attitudes. Three complaints relate to security, two to visiting hours and two to cleanliness.

Minister Botha says, "We encourage our clients to utilise the service so that we can render a better health service. Complaints help us to understand our problems and where we should intervene. At the same time our staff is dealing with larger numbers of patients. Our facilities are overloaded and we do our best to offer access to everyone."

The call centre number is 0860 142 142. To send a text message, SMS the word HELP to 31022 or e-mail service@westerncape.gov.za.