Complaints

How complaints can be made
Complaints may be received in writing or orally. Where a patient is unable to communicate a complaint by either means on their own then arrangements will be made to facilitate the giving of the complaint.
Your comments, suggestions and complaints are important to us. If you feel that our service is not up to your expectations or would like to discuss any matter, please let us know immediately so that we may hope to resolve the situation. When a complaint is received, it is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Persons who can complain
Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.
When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child and the complaint must be being made in the best interests of the child. If this is not the case, then written notification of the decision not to investigate the complaint must be sent to the representative.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patient’s concerns in a caring and sensitive way.

Persons responsible for handling complaints
Responsible Person: The Responsible Person is Dr. Leonette Rossouw. She is responsible for the supervision of the complaints procedure and for making sure that action is taken in light of the outcome of any investigation.
Complaints Manager: The Complaints Manager, Leonette Rossouw, is responsible for the handling and investigation of complaints.
If the patients are not satisfied with the complaint handling they can contact The Dental Complaint Service.