Residents are encouraged to use suggestion boxes to voice any frustrations experienced at any of the city’s health facilities.
This reminder follows a brief disruption by a few members of the community at Geluksdal Clinic on April 14.
Speaking about this matter, the city’s spokesperson Zweli Dlamini said: “The right to access healthcare services is a fundamental human right enshrined in the Constitution, and residents are urged to raise concerns, through proper channels, should they feel this right is being compromised.
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“To uphold this right, residents visiting any of the city’s health facilities are advised not to leave without having their needs addressed.
“Suggestion boxes are available at all health facilities, along with information on how to file complaints.”
Although the provincial government has resolved to take over the running and control of clinics in the region, Executive Mayor Nkosindiphile Xhakaza stated during the recent State of the City Address that the city remains resolute in its commitment to ensuring that clinics continue to operate optimally and provide the necessary primary healthcare to residents.
The community is encouraged to utilise these channels so that issues can be addressed promptly by the clinic head. This initiative is part of the city’s ongoing efforts to improve customer experiences.
This was also addressed at the recent Ekurhuleni health district (EHD) media engagement.
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During the session, it was highlighted that the EHD plays a crucial role in the administration and delivery of public primary health care (PHC) services within the City of Ekurhuleni.
Leading the EHD is acting chief director Simon Choma, who highlighted that there are 93 primary healthcare facilities within the CoE, with 77 clinics managed by the CoE, 16 managed by the EHD and there are eight community health centres that provide 24-hours services.
EHD also oversees six hospitals, compromising one district hospital (namely Bertha Gxowa Hospital), four regional hospitals and one tertiary hospital.
East Sub District Hlengiwe Makhanye later explained the process to lodge a complaint or record a compliment or suggestion.
“One can approach the official responsible for managing complaints, compliments and suggestions,” said Makhanye.
“In writing, one needs to fill in the prescribed form that is available next to the designated box or from the responsible official. The form will guide you on the information needed.
Hand over the form to the official or place it in the box provided to post complaints, compliments, or suggestions.
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“If the complaint is urgent, give it directly to the responsible official as the boxes will only be opened at scheduled times as indicated on the box.
The complaint on the box will be acknowledged within five working days. The complaint will be investigated. The complaint will be resolved and redress conducted within 25 working days.
“Should the case require more time for investigation, updates will be provided. Should you be dissatisfied with the outcome, lodge the complaint at the district /provincial office or call centre,” said Makhanye.
For complaints, compliments and suggestions, patients and stakeholders can reach the Bertha Gxowa quality assurance manager Siyanda Mashatolo at Siyanda.Mashatolo@gauteng.gov.za or contact the Ekurhuleni Health District official Beatrice Peloagae at 0835512644 or email at Beatrice.Peloagae@gauteng.gov.za.
