Two Years of Delays, No Compensation, No Empathy – HPCSA Complaint Process

I am writing this review out of deep frustration with the handling of my complaint by the Health Professions Council of South Africa (HPCSA).

In December 2021, I suffered severe facial burns and internal gum injuries during a dental procedure performed by Dr Minaar at Birchleigh Clinic. Incorrect equipment was used, resulting in burns from inside my mouth to my cheek, torn gums, long-term scarring, and ongoing complications.

The impact on my life has been devastating:

I could not eat or speak properly for months.

I had to syringe food into my mouth.

I incurred over R70,000 in specialist and medical costs.

I lost income due to being unable to work.

I now live with permanent scarring and a keloid on my face.

I experience ongoing trauma and fear of returning to a dentist.

I reported the matter to the HPCSA in good faith, believing that the regulatory body exists to protect patients and ensure accountability.

However, the process took nearly two years. Throughout this time:

I repeatedly followed up with little meaningful feedback.

I submitted extensive documentation, photographs, receipts and medical reports.

I received minimal empathy or reassurance.

Communication felt procedural rather than supportive.

I was eventually informed that the matter was concluded under professional conduct proceedings and that any fine imposed is paid to the HPCSA — not to the complainant — as it is not a civil compensation process.

This means that:

The dentist may have paid a fine.

The HPCSA retained that payment.

I, as the injured patient, received nothing.

After two years of waiting, trauma, financial loss and emotional exhaustion, there was no compensation, no assistance with medical costs, and no meaningful support offered.

While I understand that the HPCSA is not a civil court, the experience has left me feeling unheard and unsupported. A regulatory body should not only discipline practitioners but also ensure that complainants are treated with dignity, empathy, and transparency throughout the process.

Instead, the delays and lack of communication added to the trauma I was already experiencing.

I share this review in the hope that:

The HPCSA improves turnaround times.

Complainants are treated with greater empathy and communication.

Patients are better informed from the start about what outcomes to realistically expect.

No patient should feel re-traumatised by the very system meant to protect them.