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Complaints

YOUR RIGHTS:

Article 31 of the Transitional Constitution of South Sudan (2011), as amended in 2018, provides that; All levels of government shall promote public health, establish, rehabilitate and develop basic medical and diagnostic institutions and provide free primary health care and emergency services for all citizens. It is also internationally recognized by patients’ Charter Rights that all people have the right to good health and quality healthcare, which includes:

Right to access health care.
Right to receive emergency treatment in any health facility.
Right to be informed of all the provisions of one’s Medical Scheme/Health Insurance Policy.
Right to choose a health care provider.
Right to the highest attainable quality of health care products and services.
Right to refuse treatment.
Right to confidentiality.
Right to informed consent to treatment.
Right to information concerning one’s health and health care.
Right to be treated with respect and dignity.
Right to a second medical opinion.
Right to complain about healthcare, to have your complaint investigated and to receive a full response thereafter.
Right to insurance coverage without discrimination
Right to donate his or her organs and/or any other arrangements/ wishes upon ones demise.

WHAT CAN YOU COMPLAIN ABOUT:

Delayed diagnosis
Dental malpractice
Failing to submit medical report
Failure to treat
Medical malpractice
Misdiagnosis
Mismanagement
Overcharging
Patient abandonment
Referral/Transfer without proper instruction
Surgical error
Undertaking a procedure without informed consent
Unprofessional/Unethical Conduct
Wrong treatment/Wrong medication
Other (Please specify)

WHO CAN YOU LODGE A COMPLAINT AGAINST:

One can lodge a complaint against the following:

NOTE: Laboratory Technologists/Technicians, Associate Clinicians, Clinical Officers, Pharmacy Technicians, Nurses and Midwives are not registered by the Council.

HOW TO LODGE A COMPLAINT

To enable the Council begin investigations into the complaint one must fill in the Application for Lodging a Complaint Form and follow the instructions therein. the form summarizes the Following:

The name of the doctor who you wish to make a complaint about.
The date (or approximate date) that the incident (or incidents) that you wish to report took place.
Details of the incident – for example, Where the incident (or incidents) happened?, What you feel that the doctor has done wrong? What happened to you as a result of the doctor’s actions?
If you have already complained to the hospital administration or other organization, it will help us if you can provide details of who you complained to and what the outcome was.

This information will be filled onto the complaint form that can be picked from the Council office or downloaded from the Council website through the following link: Application for Lodging Complaint Form (9).
All complaints are to be submitted in writing, addressing the Secretary General of the Council, either via:

1. Hand Delivery:

South Sudan General Medical Council
Ministries Rd, Ministry of Health Complex, First Floor.
Juba, South Sudan

1. E-Mail:

xxxxxxx

HOW THE COUNCIL HANDLES COMPLAINTS

Please note that investigation of a complaint can be a lengthy process. However, the Legal department at the Council shall do everything, within the law, to ensure that your matter is determined at the shortest time possible.

Complaint received by the Council complete with supporting documents is forwarded to the practitioner and/or institution (within five (5) working days) to respond to the allegations in the complaint.
The complaint and the response of the respondent is tabled before the Disciplinary & Ethics Committee for discussion in scheduled meeting for that;
At Inquiry, documentary evidence is sufficient for the committee to make a decision. However, if it deems it necessary, the Committee may also call for oral evidence.
The decision of the Preliminary Inquiry Committee shall be communicated to you in writing within thirty (30) days

Health Facilities