Complaints, Compliments & Suggestions

At Cape Town Med, we are committed to providing high-quality healthcare and value feedback from our patients. Your input helps us improve our services and ensures a positive experience for everyone.

How to Share Your Feedback

You can share a complaint, compliment, or suggestion in the following ways:

  1. In person: First raise you concern with the receptionist or doctor.

  2. By email: Then send your feedback to admin@capetownmed.com.

  3. Via our feedback survey: A link is sent within 24 hours after weekday consultations, or by the following Monday for Saturday appointments.
    All feedback will be acknowledged within 48 hours.

What We Need From You

To ensure we handle your feedback efficiently, please provide:

  • Your full name and contact details

  • Date and time of the event

  • Details of the incident or compliment, including staff involved

  • Preferred method of communication for our response

How We Handle Complaints

  1. Assessment: The practice manager or delegated staff categorises your complaint (administrative, clinical, safety-related, staff conduct, etc.).

  2. Investigation:

    • Relevant documentation is reviewed

    • Staff involved may be interviewed

    • Legal or clinical advisors may be consulted if needed

    • Most investigations are completed within 10 working days

  3. Documentation: All findings are recorded in our Complaints Register

How We Respond

You will receive a written or verbal response within 15 working days, including:

  • The findings of our investigation

  • Actions taken or planned

  • An apology or remedy if applicable

If you are not satisfied, you may escalate your concern to the Office of Health Standards Compliance (OHSC) or the Health Professions Council of South Africa (HPCSA).

Confidentiality & Record Keeping

All feedback is treated with strict confidentiality in line with the Protection of Personal Information Act (POPIA). Records are stored securely and retained indefinitely.

Continuous Improvement

We use feedback from complaints, compliments, and suggestions to improve patient care and service delivery.

Thank you for taking the time to share your feedback.

Your input helps us provide better care, improve our services, and ensure a positive experience for all our patients.

We are committed to listening, learning, and acting on what you tell us.