Complaints and Feedback Policy

This policy explains how patients, parents, guardians and website visitors can raise complaints, privacy concerns, access-to-information concerns or general feedback with Dr Lerissa Pillay Specialist Paediatrician.

Feedback about the website, practice communication or patient experience can be sent to info@northcoastpaediatrics.co.za. Clear, constructive feedback helps the practice identify what is working well and what may need improvement.

Concerns about clinical care should be raised directly with the practice through appropriate communication channels. Clinical concerns may require review of the relevant consultation, patient record, communication history or additional information.

If you believe your personal information has been handled incorrectly, you may contact the practice with details of the concern, the information involved, the date of the incident if known and the outcome you are requesting.

If you are unhappy with how an access request was handled, you may ask the practice to review the matter. Depending on the nature of the request, you may also have rights under PAIA or POPIA.

Please include your name, contact details, patient relationship, a clear description of the issue, dates or reference information where available, and any documents or screenshots that may help the practice understand the concern.

Complaints are handled with confidentiality as far as reasonably possible. Information may need to be shared internally or with relevant professional, legal or regulatory parties where necessary to review and respond properly.

The practice will aim to acknowledge and respond to complaints within a reasonable time, depending on the complexity of the matter. Some concerns may require more time if information must be gathered, reviewed or verified.

If a privacy or access-to-information concern is not resolved, you may contact the Information Regulator of South Africa. Other clinical or professional concerns may be referred to the relevant professional or regulatory body where appropriate.

Complaints and feedback may be used to improve website content, communication, patient administration, accessibility and internal processes. The practice aims to handle concerns respectfully and responsibly.