Practice information
Complaints procedure
Complaints procedure
Version 1 · Effective 2026-11-04T20:20:30Z
DRKTMED COMPLAINTS PROCEDURE
1. How to contact us
Use the Support & Contact page on drkamotjelelemed.com. Explain whether the concern relates to healthcare, a professional directory listing, staffing, billing, privacy, access or technology. Include an appointment or application reference when available. Do not send medical records, identity documents or card numbers through ordinary public contact fields unless a secure channel has been arranged.
2. Receipt and triage
DrKTMed will route a complaint to the appropriate authorised clinical, operations, finance, privacy or network reviewer. Urgent patient-safety concerns should use the existing emergency and clinical escalation routes; this online complaint procedure is not an emergency service. A complaint may require identity verification before account or medical details can be disclosed.
3. Investigation and response
The reviewing team may request further information, assess records that it is legally authorised to access, and explain the next available step. Case-specific timelines should be communicated once scope and urgency are known; this document does not promise a response deadline that has not been established operationally.
4. Independent practices and staffing
Where independent professionals provide care, DrKTMed may assist with routing a complaint, but the treating practice retains its own clinical responsibilities. Employment and workplace complaints should also be raised with the engaging organisation or the appropriate statutory body as required.
5. Privacy and regulatory escalation
Privacy concerns may be raised with the responsible party through Support & Contact and, where applicable, with South Africa's Information Regulator. Professional conduct concerns may also be taken to the relevant professional regulator. The use of this procedure does not waive legal or statutory rights.
6. Record of outcome
Complaints and communications are retained according to applicable retention obligations and access rights. The person raising a complaint will be given a relevant outcome or escalation explanation, subject to confidentiality and legal restrictions.
1. How to contact us
Use the Support & Contact page on drkamotjelelemed.com. Explain whether the concern relates to healthcare, a professional directory listing, staffing, billing, privacy, access or technology. Include an appointment or application reference when available. Do not send medical records, identity documents or card numbers through ordinary public contact fields unless a secure channel has been arranged.
2. Receipt and triage
DrKTMed will route a complaint to the appropriate authorised clinical, operations, finance, privacy or network reviewer. Urgent patient-safety concerns should use the existing emergency and clinical escalation routes; this online complaint procedure is not an emergency service. A complaint may require identity verification before account or medical details can be disclosed.
3. Investigation and response
The reviewing team may request further information, assess records that it is legally authorised to access, and explain the next available step. Case-specific timelines should be communicated once scope and urgency are known; this document does not promise a response deadline that has not been established operationally.
4. Independent practices and staffing
Where independent professionals provide care, DrKTMed may assist with routing a complaint, but the treating practice retains its own clinical responsibilities. Employment and workplace complaints should also be raised with the engaging organisation or the appropriate statutory body as required.
5. Privacy and regulatory escalation
Privacy concerns may be raised with the responsible party through Support & Contact and, where applicable, with South Africa's Information Regulator. Professional conduct concerns may also be taken to the relevant professional regulator. The use of this procedure does not waive legal or statutory rights.
6. Record of outcome
Complaints and communications are retained according to applicable retention obligations and access rights. The person raising a complaint will be given a relevant outcome or escalation explanation, subject to confidentiality and legal restrictions.