Patient Rights & Complaints
Your rights as a patient
M-Care Optima supports the National Patients’ Rights Charter and the rights of mental health care users under the Mental Health Care Act, 2002. As a patient, you have the right to:
- be treated with respect and dignity, without discrimination;
- privacy and confidentiality;
- information about your condition, treatment and costs, in a way you understand;
- take part in decisions about your care, and to give or refuse informed consent;
- know the names of the professionals treating you;
- ask for a second opinion;
- a safe and healthy environment; and
- complain about the care you receive, and have your complaint investigated.
Your responsibilities
To help us care for you and others, we ask patients and visitors to:
- give accurate information about your health and medication;
- follow the hospital rules, including the rules on alcohol, drugs, weapons and valuables;
- respect the privacy, rights and dignity of other patients and staff; and
- take part in your treatment programme as agreed with your treatment team.
Compliments and complaints
We welcome your feedback.
- Speak to us first. Most concerns can be resolved quickly by speaking to the nursing staff or the nursing manager on duty.
- Put it in writing. If your concern is not resolved, send a written complaint to help.optima@mcare.co.za or hand it in at reception. We will acknowledge it within 3 working days and aim to respond in full within 21 working days.
- Escalate if needed. If you are still not satisfied, you may contact:
- the Office of Health Standards Compliance (complaints about health establishments);
- the Health Professions Council of South Africa (conduct of a registered practitioner);
- the Council for Medical Schemes (disputes with your medical aid); or
- the Information Regulator (privacy complaints).
Contact Us Today
We are looking forward to hearing from you. If you have any questions, please send us a message or phone us.