Help Us Make Our Health Services Even Better

2014
(Western Cape Government)
Hospital The Western Cape Government Department of Health wants to ensure you receive only the best service. 
 
If you are unhappy with the care or treatment you receive from a Western Cape Government health facility, send a “Please Call Me” to 079 769 1207 or call 0860 142 142 to lodge your complaint.
 
This communication channel is specifically for patients who are unhappy about health services and want to receive a quick response the same day.
 
What is the Complaints Project?
  • Western Cape Minister of Health, Theuns Botha, first launched the complaints pilot project in 2012. The project allows clients to raise concerns if they are unhappy and dissatisfied with the service they receive at health facilities.
  • This project does not replace the current complaints procedure, but merely offers you another opportunity to inform the department of unsatisfactory service you might experience at a health facility.
How Do I Send Complaints?
  • 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.
  • Call 0860 142 142 and press "1".
  • Send an e-mail to service@westerncape.gov.za
When Can I Make Use of the Service?
  • A call centre was set up to attend to SMSes, calls and e-mails between 07:00 and 19:00, Monday to Friday. You can still send complaints after these hours and you will receive an SMS, but these queries will only be dealt with the following morning at 07:00.
How Much Does It Cost?
  • Standard SMS rates apply.
  • Cost of a local telephone call from anywhere in South Africa.
What Information Do You Require from Me?
  • Your name and surname.
  • The name of the facility you are complaining about.
  • The nature of your complaint or the incident.
  • If the complaint is about a staff member, you should provide his/her name.
Who Will Contact Me?
  • Initially you will be contacted by the call centre agent who will take down all of your information. Once the matter is resolved, you will get another SMS confirming the outcome the person at the facility discussed with you.
How Soon Will I Get a Response after Sending an SMS?
  • You will get a SMS acknowledging your complaint and a reference number after all of details have been captured on the electronic system. If your complaint can be resolved immediately, the call centre agent will contact you within 20 minutes. If it is a complex complaint, staff at the facility have been tasked to contact with you within 20 minutes to let you know what steps will be taken.
Should the complaint require further attention, the details will be sent to the official at the facility who is tasked with handling call centre complaints. The facility official will then contact the complainant and provide progress about the complaint, or report its outcome, on a web-based monitoring system within two hours.
 
Once the complaint is resolved, the complainant will receive another SMS to confirm the outcome and clients will be phoned to confirm if they are satisfied. If they are not satisfied, they will be informed of other avenues – for example, approaching the Independent Complaints Advisory Commission.
 
You can listen to the radio ads of the health complaints project in English, Afrikaans and Xhosa:
 
English
 

 

Afrikaans

 

Xhosa

 

          Health complaints poster

The content on this page was last updated on 20 August 2014