Complaint
All our staff members do their utmost to treat you to your full satisfaction. Nevertheless, it may happen that you are dissatisfied with something. We aim to resolve all grievances in consultation with you and to your satisfaction. Below you can read which steps you can take if you are not satisfied.
Step 1: Make your dissatisfaction known to the organization
If you are dissatisfied with something, we advise you to discuss this with your healthcare provider. It is important for the person(s) involved to know that you are dissatisfied, giving them the opportunity to solve the problem together with you. Usually, this clears up many ambiguities and allows you to find a solution together. We strive to resolve all complaints together in good consultation. This is most pleasant for everyone.
Step 2: Submit complaint to independent complaints officer
If you and your healthcare provider cannot reach a suitable solution, you can contact Erisietsmisgegaan.nl. Erisietsmisgegaan.nl is an external organization to which we are affiliated to help resolve dissatisfaction or complaints about our care.
Use the dissatisfaction reporting form at erisietsmisgegaan.nl for this. After submitting this form, they will contact you by telephone to discuss your report.
- The complaints officer mediates between you and the healthcare provider based on hearing both sides.
- You can receive assistance from a complaints officer in wording the complaint. The complaints officers of erisietsmisgegaan.nl are trained and experienced in communication, coaching, and advice and are in no way connected to the healthcare provider.
- If you agree with the way the complaint is worded, the complaint is finalized and sent to the healthcare provider.
- The healthcare provider will respond to the complaint as quickly as possible, but in any case within two working weeks, with a substantiated response from their perspective. In doing so, the healthcare provider will at least address the solution proposed by you or propose another solution.
- In principle, the complaint is handled within six working weeks. This period can be extended by four working weeks with substantiation.
- If you and the healthcare provider agree on a solution to the problem, the complaint, the healthcare provider's response to it, and the solution accepted by both are stored in a digital file and the file is closed. The file is kept for 2 years. If necessary, the file can be opened at the request of those involved.
With this, the complaint is handled according to the Wkkgz guidelines.
Step 3: Wkkgz: Disputes Committee
If the handling of your complaint and/or mediation has not led to a solution suitable for you, you can submit your complaint to the independent disputes committee in The Hague.
The disputes committee consists of an independent chairperson and at least two independent members: one or more members who are deemed to represent your perspective and one or more members who represent the perspective of the healthcare provider.