We strive to provide a good service for you as a patient, this applies to both our service and our medically substantive care. Nevertheless, it may happen that you are not satisfied with something. Please let us know - we will be happy to talk to you to find a solution together. You can use call the practice or the digital complaint form fill in.
After receiving your complaint, it will be taken up by our internal complaints committee, consisting of Ms T. Groot (GP) and Ms M. van Diemen (practice manager). They will review your report carefully and contact you to discuss your complaint and reach an appropriate solution together.
Are you not completely satisfied with our care or service? Let us know via this form. We will be happy to listen to your experience and work with you to find a solution. After receiving your message, we will contact you to discuss your complaint.
If we cannot work it out together, you can contact an independent complaints officer of DOKh, a nationally recognised complaints and disputes body. The complaints officer does not take sides and accompanies you throughout the process. Everything you tell will be treated confidentially.
The complaints officer will listen to your story, discuss your complaint with you and help you determine the best next steps. He or she can support you in writing a letter to your healthcare provider or mediate a conversation between you and your healthcare provider. Together with you and the practice's internal complaints committee, the officer will seek an appropriate solution.
Disputes
If, despite the support of the complaints officer, your complaint is still not resolved to your satisfaction, you can file a dispute. This means that your complaint will be dealt with by DOKh's disputes body. This body consists of a judge, a colleague of your healthcare provider and a representative of a patient organisation.
If your complaint is declared admissible, a hearing will follow at which you and your healthcare provider can tell your story. After that, the disputes body issues a binding decision. This may sometimes include awarding compensation. Please note that you can only file a dispute if you have first tried to solve the problem through the complaints officer.
The decision of the disputes body is binding. This means that you cannot then appeal to the ordinary courts on the same dispute.
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