Complaint procedure
Your healthcare provider is obligated to have a complaint procedure in place so that complaints are handled properly. Below, you will find the legal guidelines that apply when submitting a complaint or reporting an incident.
- First, inform the healthcare provider about your dissatisfaction or the complaint. If it is more convenient to receive support with this, you can request it from the Klachtenportaal Zorg.
- The care provider and the client can request support from an independent complaints officer.
- The 'formal' term starts after the written submission of the complaint has been delivered to the healthcare provider.
- The healthcare provider must now give a substantiated opinion about the complaint within 6 weeks. This is the healthcare provider's view on the complaint, which decisions have been made and which measures are taken in response to the complaint.
- This period of 6 weeks may be extended once by 4 weeks. The healthcare provider will inform you of this, stating the reason.
- An extension is only possible if the client and care provider agree to this, for example, if it has been agreed to follow a mediation process.
- If you are not satisfied with the solution and the handling of the complaint, you may submit the complaint to the independent Disputes Authority, Klachtenportaal Zorg in the Netherlands.
- The independent disputes body takes the judgement of the care provider into account in the treatment. The disputes body investigates the situation and makes a binding decision for both parties.
Contact Klachtenportaal Zorg info@klachtenportaalzorg.nl or fill in the complaints form at www.klachtenportaalzorg.nl
