The Health Professions Council Of South Africa Is A Statutory Body, Established In Terms Of The Health Professions Act And Is Committed To Protecting The Public And Guiding The Professions.
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NQF level 5 qualification in health-related field plus current registration with a health statutory council.
2 years complaints handling experience.
PRINCIPAL ACCOUNTABILITY AND KEY PERFORMANCE AREAS
Handle all queries regarding handling of complaints.
Create a record of queries on the available case management system.
Determine if complaint falls under the remit of HPCSA.
Provide advice on the lodging of a complaint including appropriate authority to deal with complaint if outside the remit of the HPCSA.
Provide verbal/written advice on complaint lodging process if within the remit of the HPCSA.
Receive and screen complaints lodged verbally, in writing or via a physical visit.
Ensure that the complaint form is duly completed and signed by the complainant.
Ensure that an identity document is attached together with relevant documents before processing the case to Complaints Handling. Ensure that the descriptions of allegations are clear.
Check if the complaint was previously registered opened, and: If existing, forward to the relevant person handling the complaint and if new process as a new complaint.
Check complaint and where relevant, contact the complainant to collect additional complaint information.
Request affidavit from complainants where relevant.
Alert the immediate line manager of any complaints where the practitioner is posing danger to members of the public.
Prepare and submit monthly, quarterly and annual reports on all kinds of complaints received.
Perform ad-hoc duties as maybe required by the Head of Division: Complaints Handling and Investigations.
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