Complaints Procedure

How to raise a complaint

Send the details in writing to reception@drmakaulule.co.za, or telephone the rooms on TODO — practice number and ask to speak to the practice manager. Please include your name, contact details, the date of the event and what you would like to see put right.

What happens next

• Acknowledgement within five working days.
• Internal review of the clinical record and any relevant correspondence.
• A written response, ordinarily within 30 days, explaining the findings and any steps taken.

If you remain dissatisfied

You may refer the matter to the Health Professions Council of South Africa (HPCSA), PO Box 205, Pretoria 0001, or to the Office of Health Standards Compliance. Where the complaint concerns personal information, you may approach the Information Regulator.

No detriment

Raising a complaint will never affect the standard of care you receive from this practice.