Complaints

If something about your care, your account or the way you were treated has gone wrong, the rooms would rather hear it directly. Most concerns are resolved quickly once they are raised. Write to amanda@daniehoffmann.com or telephone +27 64 400 4605. Written complaints may be posted to PO Box 2904, Kempton Park, 1620.

• Your full name and a contact number or email address.
• The date or dates concerned.
• What happened, in your own words.
• What you would like the practice to do about it.

• Receipt is acknowledged within five working days.
• The complaint is reviewed by the practice, and by Dr Hoffmann personally where it concerns clinical care.
• A substantive response follows within 30 days. If the review takes longer, you are told why and given a date.
• You may ask for a meeting in the rooms rather than a written reply.

A complaint process is not the route for a clinical worry. If you are recovering and something does not look or feel right, telephone the rooms so you can be seen. Concerns about the result of an operation are examined and discussed, not handled on paper.

You are entitled to take a complaint further at any point, whether or not you raise it with the practice first. Professional conduct complaints may be lodged with the Health Professions Council of South Africa, with which Dr Hoffmann is registered under HPCSA No 261190. Complaints about how the practice handled your personal information may be lodged with the Information Regulator of South Africa. Account disputes involving a medical scheme may be taken to the Council for Medical Schemes.