Did you know that you can now upload complaints about the Western Cape Blood Service (WCBS) online? Use our quick and easy service/product complaint forms to log your issue, or voice your complaint by email or telephone, and we’ll get back to you as soon as possible.
For service complaints, the complainant will receive an explanation of the complaints process within one working day, and feedback will be provided within three working days of receipt of the completed complaint.
Each complaint is investigated using problem-solving techniques to identify the root cause and find corrective actions. The investigation findings and corrective actions taken are reviewed by senior staff members before feedback is provided to the complainant.
Complaints that may result in medico-legal action are reviewed by the WCBS medical team, who will consult directly with clinicians and initiate a product recall if required.
For product-related complaints, a visual inspection by WCBS is performed on the product bag and giving set in question as part of the investigation. Feedback will be provided to the complainant within three working days of receipt of the completed complaint.
The complaints are monitored regularly to identify trends, recurrence and the effectiveness of corrective actions.
Complaints related to adverse patient reactions are dealt with separately (see information about the investigation of adverse transfusion reactions).
For more information about the WCBS complaints process, contact Hayley Alie, Hospital Liaison Officer (Hayleya@wcbs.org.za)
