Complaints Policy

Patakahle Care Services

1. Introduction

Patakahle Care Services is dedicated to delivering high-quality, compassionate, and professional palliative care to all patients, their families, caregivers, and clients. We recognize that, occasionally, concerns or complaints may arise regarding the care or services we provide.

This Complaints Policy outlines how complaints are received, addressed, and resolved, ensuring transparency, accountability, and continuous improvement.

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2. Purpose

The purpose of this policy is to:

• Provide a clear, accessible process for raising complaints

• Ensure complaints are addressed promptly, fairly, and respectfully

• Promote learning and improvement in service delivery

• Protect the rights and dignity of patients, families, and staff

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3. Scope

This policy applies to:

• Patients receiving home-based or clinic care

• Family members and caregivers

• Volunteers and staff

• Website users and external clients interacting with Patakahle Care Services

Complaints may relate to:

• Medical or personal care provided

• Staff behavior or professionalism

• Equipment hire or demonstration services

• Delays, miscommunication, or other service concerns

• Website, contact form, or administrative matters

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4. Guiding Principles

Patakahle Care Services is committed to:

• Accessibility: Everyone has the right to raise a complaint without fear of retaliation.

• Transparency: Complaint procedures are clear, and progress is communicated.

• Confidentiality: All complaints are handled discreetly and confidentially.

• Timeliness: Complaints are acknowledged immediately and resolved as quickly as possible.

• Accountability: Staff are trained to address complaints professionally and to take corrective actions when required.

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5. How to Submit a Complaint

Complaints can be submitted via:

a) Email: complaints@patakahlecare.com
b) Phone/WhatsApp: +263 773 040 725
c) Website Contact Form: Include full name, contact details, nature of complaint, and relevant dates
d) In-person or written submission: At mobile clinics or during home visits

When submitting a complaint, please provide:

• Your full name and contact information

• Details of the incident or issue, including dates and names if known

• Any supporting documents, photographs, or evidence

• Preferred outcome or resolution

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6. Complaint Handling Procedure

Step 1: Acknowledgment

• Complaints will be acknowledged within 48 hours of receipt.

• The complainant will be provided with a reference number for tracking.

Step 2: Investigation

• The designated Complaints Officer or management team will review the complaint.

• All relevant parties may be consulted.

• The investigation will be conducted objectively, confidentially, and without bias.

Step 3: Resolution

• A response will be provided within 10 working days where possible.

• The response will include findings, actions taken, and, if applicable, steps to prevent recurrence.

• If resolution is not possible within 10 working days, the complainant will be updated on progress and expected timelines.

Step 4: Escalation

• If the complainant is dissatisfied with the outcome, the matter can be escalated to the Senior Management Team for review.

• Escalated complaints may also be referred to relevant regulatory or professional bodies, where appropriate.

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7. Record Keeping

All complaints, investigations, and outcomes are:

• Documented securely and confidentially

• Retained in accordance with Zimbabwean medical and data protection laws

• Used for continuous improvement and staff training purposes

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8. Commitment to Improvement

Patakahle Care Services uses complaints as an opportunity to:

• Improve patient care and service delivery

• Identify training or procedural gaps

• Strengthen communication and accountability

• Enhance overall quality and patient experience

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9. Confidentiality and Protection

• All parties involved in a complaint are expected to maintain confidentiality.

• Complainants will not be penalized or discriminated against for raising a concern in good faith.

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10. Contact Information

For complaints, questions, or further guidance, please contact:

Complaints Officer
Email: complaints@patakahlecare.com
Phone/WhatsApp: +263 773 040 725
Website: www.patakahlecare.com

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Patakahle Care Services is committed to ensuring that all concerns are heard, addressed fairly, and used to continually enhance the care, comfort, and dignity of our patients and families.