If the matter is urgent
If your concern involves an immediate patient-safety issue, tell the nurse, doctor, facility manager or another Case team member immediately so the issue can be assessed without waiting for the formal complaints process. Do not use a complaint form for a medical emergency. For urgent Case assistance, call 0800 211 005.
How to give feedback or make a complaint
You may raise a compliment, suggestion or complaint in person, by telephone, by email or through the Case feedback form. You will not be denied appropriate care or disadvantaged because you raise a complaint in good faith.
Complaints made for another person
A representative, family member or carer may raise a complaint on behalf of a patient where appropriate. Case may need to verify the representative’s authority before discussing confidential health information. If the patient can make their own decisions, Case will normally seek to respect the patient’s wishes about disclosure.
What information helps us investigate
It is helpful to tell us:
- The Case facility, service or department involved.
- Approximately when the event happened.
- What happened and who was involved, if known.
- How the issue affected you or the patient.
- What you would like Case to consider doing.
- How you would like the team to contact you.
Please avoid sending more sensitive medical information than is necessary through an unsecured channel. Case can arrange an appropriate way to provide additional clinical information if needed.
What happens after a complaint
Case will assess whether any immediate safety, safeguarding or privacy action is needed, route the concern to an appropriate person, review relevant records and circumstances, and communicate the outcome or next step. Complex clinical matters can require input from several departments and may take longer than administrative issues.
Confidentiality and non-retaliation
Complaint information will be handled as confidentially as reasonably possible. Information should be shared internally only with people who need it to assess or respond to the concern, subject to legal, professional and regulatory obligations. A good-faith complaint should not be used as a reason to withhold appropriate healthcare.
External escalation routes
If a concern remains unresolved, the appropriate external route depends on the issue:
- Medical or dental professional conduct: Uganda Medical and Dental Practitioners Council (UMDPC). Visit UMDPC ↗
- Personal data and privacy: Personal Data Protection Office (PDPO). File a PDPO complaint ↗
- Insurance or health membership matters: Insurance Regulatory Authority of Uganda (IRA), where the complaint falls within its mandate. Visit IRA ↗
Records of complaints
Case may retain complaint correspondence, investigation notes and outcomes for accountability, quality improvement, legal or regulatory purposes. Complaint records are handled in accordance with the Privacy & Data Protection Notice and applicable records requirements.
