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Step One — Contact the Practice Directly

In the first instance, we ask that you raise your concern directly with the Practice. Many concerns can be resolved quickly through a conversation. Please contact our Practice Manager:

If you prefer to submit your complaint in writing, please email or post it to the address above, marked for the attention of the Practice Manager.

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What to Include in Your Complaint

To help us investigate and respond effectively, please include the following where possible:

• Your full name and contact details
• The date and nature of the appointment or interaction concerned
• A clear description of the concern or complaint
• Any relevant documentation such as correspondence, accounts, or referral letters
• What outcome you are hoping to achieve

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Our Response Timeframes

All complaints are handled confidentially. Your care will not be adversely affected by raising a concern.

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Step Two — Escalation to Dr Smit

If your complaint is not resolved to your satisfaction by the Practice Manager, you may escalate the matter in writing to Dr Louis Smit directly at info@helderbergpainclinic.co.za, marked for the attention of Dr Smit. He will personally review the matter and respond within 21 business days.

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Step Three — External Bodies

If your complaint remains unresolved after following the steps above, you have the right to refer the matter to the appropriate external body. The relevant body will depend on the nature of your complaint:

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Confidentiality

All complaints are handled in strict confidence. Information relating to your complaint will only be shared with those directly involved in investigating and resolving the matter. Raising a complaint will have no bearing on the quality of care you receive from this Practice.

Submit a Complaint or Concern

We welcome the opportunity to hear from you and to put things right. Please contact us:

021 851 1556

info@helderbergpainclinic.co.za