Patient Care

Complaints

While we strive to ensure that our services are delivered to the highest possible standards, there may be times when you are not happy with some aspect of the service provided – please bring this to our notice. If you have cause to complain about your treatment, you should speak to a member of staff who is involved in your care e.g. Doctor or Nurse. In many cases, your problem will be resolved right away.

Hospital Policy on Patients Complaints

It is Hospital Policy to ensure that all complaints are dealt with in a prompt, courteous, fair and positive manner. A complaint may be verbal or written and the Hospital has a standard complaint form for this purpose, a copy of which may be had on request in each department and at Reception.

Making a Complaint

A person wishing to make a complaint, may do so to any member of staff who will record the details and pass them to the relevant department head for investigation and follow up. The nominated Complaints Officer for each Department is the Department Head. A person may forward a complaint directly to Hospital Administration, if (s)he wishes to do so.

Any staff member who is the subject of a complaint will not be involved in investigating that complaint.

A complainant will receive a written or verbal response within 14 working days, unless the urgency attaching to the matter requires an earlier response. Where a person who makes a complaint is not satisfied with the response, the person will be advised of their right to appeal to the Hospital Chief Executive.