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Who We Are

Who We Are

The Health Ombud is an independent body established under the National Health Amendment Act of 2013, and It is located within the Office of Health Standards Compliance (OHSC). The Health Ombud is assisted by persons designated and seconded by the OHSC with the concurrence of the Ombud and reports to and is accountable to the Minister of Health.

The Health Ombud may, on receipt of a written or verbal complaint relating to norms and standards, or on his own initiative, consider, investigate and dispose of the complaint in a fair, economical and expeditious manner. In executing his mandate the Health Ombud is assisted by a team of investigators with clinical and legal expertise, to investigate and resolve complaints in all health establishments in South Africa.

“The Health Ombud serves as the guardian that promotes and protects quality healthcare system in South Africa”

Vision

To Protect and promote against infractions of quality of healthcare.

Mission

To consider, investigate and resolve complaints or infractions.

Values

Accountability
Independence
Honesty
Advocacy
Results Driven
Effectiveness
Efficacy
Professionalism
Confidentiality

Complaints Management Process

Complaints are handled and resolved depending on the risk rating at our Complaints Call Centre, Complaints Assessment Unit and Complaints Investigation Unit. Upon conclusion of the investigation, the Ombud produces an investigation report with findings and recommendations. The office monitors the implementation of the recommendations within the healthcare system to protect and promote safe and quality healthcare services.

The Programme Comprises Three Units:

COMPLAINTS CALL CENTRE

  • Receive and register all complaints
  • Address and resolve Low risk rated complaints
  • Escalate all Medium, High and Extreme risk-rated complaints to other units
  • Refer out-of-scope complaints to other entities
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COMPLAINTS ASSESSMENT UNIT

  • Assess complaints received from Call Centre
  • Assess and resolve Medium risk-rated cases through desktop analysis
  • Assess and escalate High and Extreme risk-rated cases to the Complains Investigation Unit
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COMPLAINTS INVESTIGATIONS UNIT

  • High and Extreme risk-rated complaints are received from the Complaints Assessment Unit
  • Investigate all High and Extreme risk-rated clinical and legal cases
  • Issue an Investigation Report with the Ombud’s findings and recommendations
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Bio: South Africa's Health Ombud, Professor Taole Mokoena

Professor Taole Mokoena is a medical graduate of the University of Natal, a Doctor of Philosophy graduate of the University of Oxford and a Fellow of the Royal College of Physicians and Surgeons in Glasgow.

He is a recently retired Professor, academic Head of the Department of Surgery, and chief Surgeon of the Department of General Surgery at the University of Pretoria and Steve Biko Academic Hospital. He continues on a part-time sessional basis to teach, train, and supervise undergraduate and postgraduate medical students and research.

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Justice Your Voice Matters SMS SMS your complaint to 48090 Call Lodge a Complaint 080 911 6472 Email Email your complaint to complaints@healthombud.org.za Safeguarding Safeguarding Quality Healthcare
Justice Your Voice Matters SMS SMS your complaint to 48090 Call Lodge a Complaint 080 911 6472 Email Email your complaint to complaints@healthombud.org.za Safeguarding Safeguarding Quality Healthcare
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