17/03/2026
COMPLAINTS PROCEDURE AIMS TO ADDRESS PATIENTS GRIEVANCES AT JST HOSPITAL
As part of the JST strategy in reducing and addressing complaints, The Quality Assurance Unit is embedded with the responsibility of ensuring that adherence to quality assurance standards is upheld. The Unit is also responsible for monitoring customer dissatisfaction as enshrined in the Patient’s Rights Charter and Batho Pele Principles.
“It is a requirement that hospital personnel should be identified through the identification name tags as per the requirement of Ideal Hospital Realization and Maintenance Frame-Work, Batho Pele Principles and Patient’s Rights Charter”, said Ms Gloria Motsatsing, Acting Quality Assurance Manager.
She indicated that any person who has any vested interest in the patient and has been given a consent by the patient, as per PAIA, PAJA ACT 3 of 2000 and Section 32 & 33 (2) of the country’s constitution of 1996, can complain on behalf of the patient.
Ms Motsatsing explained that they are guided by the National Complaint Management Policies , she further indicated that patients should raise their complaints to the sectional manager; It is a unit where a complainant first lodge a grievance. The complaint should be acknowledged within 5 days. Telephonic, walk ins and hand delivered should be acknowledged immediately. Email should be acknowledged within 5 working days. Once the complaint has been acknowledged, the process of investigation resumes and should take approximately 25 working days for the complaint to be resolved, except for high risk complaints requiring Patient Safety Group Committee (PSG) investigation.
“This process include, redress in the form of a meeting with a complainant / family/ patient. If the complainant is satisfied with the outcome of the investigation after redress, the complaint will be regarded as closed. If the complainant is not satisfied with the content of the redress, the complaint will be referred to the Quality Assurance Manager. If after the interaction with the Quality Manager, they do not accept the outcome, the complaint is then referred to the CEO”, added Ms Motsatsing.
If the complainant is unable to lodge the query due to intimidation, the complainant can be lodged with, Nursing Services manager, Corporate Services Manager, Quality manager and Clinical Manager including the hospital Board Chairperson.
The Board members contact details are displayed at various strategic locations e.g. major hospital entrances. Complaints that have been lodged through the media will be referred to the CEO and referred to relevant disciplines/ Head of Departments and the process of investigation still unfolds. These also entail queries lodged from MEC, Province and Office of Health Standard Compliance. Members of the public are urged to follow the complaint procedure when lodging a grievance in order to be assisted accordingly.