Complaints procedure
How to raise a concern, what happens after you do, and where to go if it is not resolved. Complaining does not affect your care.
How to raise it
You may raise a concern, a complaint or a compliment directly with Dr Wilana Hattingh, or send it to:
- WhatsApp: 071 542 0929
- Email: [email protected]
- In writing: Unit 7, Ridge Square On Lynnwood, 162 Lynnwood Ridge, Die Wilgers, Pretoria, 0181
Please include your name, contact details, the date of your visit and a short description of the concern, so that it can be recorded, reviewed and answered.
Clinical emergencies or urgent symptoms should not be sent through the complaints route. Phone 10177 or 112.
What happens next
Every complaint is recorded in the practice's complaints register the day it arrives, and acknowledged within 2 working days. Dr Hattingh looks into it herself, and you are told the outcome in writing.
Your complaint is kept in a restricted register, not in your medical record. Complaining does not affect your care.
If it is not resolved
If a complaint about the quality or safety of care, or about professional conduct, cannot be resolved directly, you may take it to:
- the Office of Health Standards Compliance: www.ohsc.org.za
- the Health Professions Council of South Africa: www.hpcsa.co.za
A complaint about how your personal information is handled may go to the Information Regulator: www.inforegulator.org.za