How to Complain About a Hospital or Clinic in South Africa
Every patient has the right to complain about the care they receive at a public or private health facility. South Africa has several official bodies that receive and investigate health care complaints. Acting on poor care helps improve services for everyone.
Most complaints can be resolved quickly at facility level. Speak to the person in charge of the ward, the facility manager, or the complaints officer first before escalating.
Start with the Health Facility
The first step is to raise your complaint directly with the health facility. Most hospitals and clinics have a complaints officer or patient liaison officer.
State your complaint clearly in writing if possible. Keep copies of all correspondence. Ask for a reference number for your complaint. The facility must respond within a reasonable time.
Office of Health Standards Compliance (OHSC)
The OHSC is the statutory body responsible for setting norms and standards for health establishments and investigating complaints about health facilities in South Africa.
If the facility has not resolved your complaint satisfactorily, you can escalate to the OHSC.
- Toll-free complaints line: 0800 424 284
- Complaints portal: www.ohsc.org.za
- Email: complaints@ohsc.org.za
- Physical address: 75 Kalone Close, Highveld Technopark, Centurion, 0157
What the OHSC Investigates
The OHSC handles complaints about health establishments (the facility, not individual professionals). This includes:
- Poor quality of care or unsafe conditions at a hospital or clinic
- Failure to follow the Patients Rights Charter
- Emergency care refused
- Inadequate facilities, hygiene, or equipment
- Systemic failures and repeated problems at a specific facility
- Death or serious injury resulting from sub-standard care at a facility
Complaints About Individual Health Professionals
If your complaint is about the conduct of a specific doctor, nurse, pharmacist, or other registered health professional, you must contact the relevant professional council.
| Profession | Council | Website |
|---|---|---|
| Doctors, dentists, psychologists | HPCSA | www.hpcsa.co.za |
| Nurses and midwives | SANC | www.sanc.co.za |
| Pharmacists | SAPC | www.pharmcouncil.co.za |
| Emergency care practitioners | HPCSA | www.hpcsa.co.za |
Private Hospitals and Medical Aids
For complaints about private hospitals, you can use the OHSC process as above. The OHSC has jurisdiction over both public and private health establishments.
For complaints about medical aid scheme decisions or treatment of members, contact the Council for Medical Schemes at www.medicalschemes.co.za or 0861 123 267.
Legal claims for medical negligence have a three-year prescription period from the date you became aware of the harm. If you are considering legal action, consult an attorney as soon as possible.
Legal Action and Further Escalation
If you have suffered serious harm due to negligence, you may have a legal claim for medical malpractice. Consult an attorney specialising in medical law. Time limits (prescription) apply, so act promptly.
For broader human rights violations, the South African Human Rights Commission (SAHRC) can assist. Contact them at www.sahrc.org.za or 011 877 3600.