The Mpumalanga Department of Health has set out how complaints about Rob Ferreira Hospital are handled and reiterated long-standing visitor parking rules after members of the public raised concerns about treatment, facilities and access to the hospital grounds.
How complaints are processed
Department spokesperson Chris Nobela explained that concerns raised in writing — via suggestion boxes, email, the Health Ombud or other formal channels — receive an acknowledgement within five working days. An investigator is then appointed by the hospital chief executive officer and the department aims to conclude investigations and provide feedback within 25 working days.
Verbal complaints, Nobela said, are responded to according to the urgency and nature of the issue. He encouraged patients and visitors seeking quicker intervention to approach the hospital CEO’s office or the public operational manager directly.
- Written complaints: acknowledged within 5 working days.
- Investigation timeframe: feedback expected within 25 working days.
- Verbal complaints: handled according to severity and urgency.
The department's statement comes after several public complaints, including allegations about neglect and uneven treatment of visitors at the hospital entrance. Nobela said complaint management follows established departmental guidelines and stressed the importance of using official channels so issues can be investigated and resolved.
Visitor parking and access policy
Concerns were raised after a visitor claimed she was prevented from driving onto hospital property while other vehicles were allowed through. Another resident questioned why some elderly visitors appeared to be made to park outside and walk to the entrance.
Addressing these concerns, Nobela said visitors have long been required to park outside the hospital grounds for security reasons. He said only certain vehicles are permitted onto the premises: those transporting patients receiving treatment, vehicles collecting discharged patients and cars driven by patients who have appointments.
“The only vehicles allowed inside are those transporting patients for treatment, collecting discharged patients, or those driven by patients attending appointments. This policy has been in place for years and is also for security reasons,”
The department’s clarification highlights the balance between patient safety, infection control and operational needs at a busy regional hospital. Hospital security staff enforce these rules at the gate and visitors who believe they were unfairly prevented from accessing the facility are urged to raise a complaint through the hospital’s complaints process.
Maintenance and staffing concerns
In its response the department also touched on maintenance and staffing matters that had been raised publicly. Nobela said maintenance issues reported to the hospital are attended to by the appropriate teams, and that complaints are routed through the same official channels so they can be recorded and actioned.
He emphasised that the complaint management system exists to ensure accountability and timely resolution, and reiterated the route for escalation should complainants be dissatisfied with outcomes.
| Issue | Advice from department |
|---|---|
| Patient care or negligence | Submit written complaint; acknowledged within 5 days; investigate and feedback within 25 days |
| Visitor denied entry | Report to CEO’s office or public operational manager for expedited review |
| Maintenance | Record via hospital channels so facility management can schedule repairs |
Rob Ferreira Hospital serves a large catchment area in and around Mbombela and is often under public scrutiny due to the volume of patients it handles. Clear pathways for complaints and transparent communication about access rules are crucial to maintain trust between the community and the hospital.
What residents can do
To ensure concerns are investigated, the department asks residents to:
- Make complaints in writing when possible — this triggers the formal acknowledgement and tracking procedure.
- Keep records of dates, times and names of staff involved when lodging a complaint.
- If urgent assistance is needed, approach the CEO’s office or the public operational manager at the hospital for immediate attention.
The department’s statement aims to reassure the public that there are mechanisms in place to address complaints and that visitor parking rules are applied for security and operational reasons. Those who remain dissatisfied after following the hospital’s internal process may seek further redress through the provincial health structures or the Health Ombud.
Rob Ferreira Hospital and the provincial health department were contacted for further comment when the initial complaints were raised; Nobela’s response forms the department’s official position on the matters outlined.
