This is an English translation provided for your convenience. The Dutch version of this complaints procedure is binding.
A good relationship between physician and client is important to us. Nevertheless, it may happen that you are not satisfied and have a complaint. We would like to hear about it, so that we can find a solution together. Below you can read how your complaint can be handled and what the further options are to resolve it. You can also read how your complaint is handled within the complaints scheme of the DOKh complaints officer.
1. Resolving it together
The first and often best step is a personal conversation with your physician. Many uncertainties or complaints can be resolved in an open conversation. Let us know your complaint, and we will look for a suitable solution together.
2. Complaint support and assistance
If you cannot work it out together, or you find a direct conversation difficult? Then you can make use of an independent complaints officer. This person supports you, answers your questions and helps you formulate your complaint clearly. You can submit the complaint via the “report dissatisfaction” form on the website of Stichting DOKh: Onvrede melden patiënt - Stichting DOKh.
3. Complaint mediation
Many complaints can be resolved with the help of mediation, in which the complaints officer supports you throughout the process and guides the conversation between you and the clinic. This only takes place if both parties agree to it.
4. Independent disputes body
If handling your complaint does not lead to a satisfactory solution, you can turn to the independent disputes body to which Zclinics is affiliated in the context of the Care Quality, Complaints and Disputes Act (Wkkgz). The complaints officer then supports you in this step. Your complaint then becomes a dispute. If you wish to file a formal complaint, the disputes body issues a binding ruling (Article 20 Wkkgz). You agree to this. Compensation of up to € 25,000 can be awarded. By doing so, you waive your right to also submit the dispute to the court established by law.
5. Ground rules
- The involvement of the complaints officer is free of charge for you;
- Mediation only takes place if both parties agree to it;
- We treat each other and the complaint with respect;
- Your privacy is safeguarded at all times.
The full complaints scheme can be downloaded here: Klacht & geschil zorgverlener - Stichting DOKh
6. Contact Zclinics
Would you like to file a complaint or do you have questions about this procedure? Then please contact us via the contact page.
7. Contact details DOKh
Stichting DOKh
Complaints and Disputes Department
Robijnstraat 6, 1812 RB in Alkmaar
Tel: 072 – 527 91 00 option 2
Email: klachtenengeschillen@dokh.nl
Website: Onvrede melden patiënt - Stichting DOKh