Complaints procedure We highly value your satisfaction with the care we provide. However, sometimes it may happen that you don’t feel this way. It is important for both you and us that you inform us about this so we can work together to find a solution. We view complaints as an opportunity to learn and improve our care where possible. You can trust that we take complaints seriously and handle them carefully. The right to file a complaint and expect appropriate handling is laid down in the Health Care Quality, Complaints and Disputes Act (Wkkgz). What do we consider a complaint? A complaint is any expression of dissatisfaction. This can relate to your treatment and care, both medical and nursing, or the way you were treated by a staff member. You can also file a complaint about organizational matters. Where can you go with your complaint? We recommend that you first discuss your complaint with the relevant staff member. There may be a misunderstanding that can be resolved in a conversation. If you are unable to resolve the issue with the staff member, or if you prefer not to discuss it directly with the person involved, you can submit your complaint to our complaints coordinator via klacht@ornandumklinieken.nl. The complaints coordinator will assist you in finding a suitable solution and inform you about the further procedure. You will receive a response to your complaint within three working days. What if you cannot resolve the issue? If you cannot reach a solution with the complaints coordinator, you can contact the General Healthcare Disputes Committee via the independent Complaints Desk for Healthcare. You can go here for free advice, and an independent complaints officer can be appointed. This officer is neutral and bound by confidentiality, and can mediate between you and your healthcare provider. Complaints Desk for Healthcare 070-3105392 Info@klachten-loketzorg.nl And if you are still not satisfied? If, after the above steps, you are still unable to resolve the matter with your healthcare provider or if the complaints officer cannot resolve the complaint, the Complaints Desk for Healthcare and/or the complaints officer will refer you to the General Healthcare Disputes Committee. General Healthcare Disputes Committee degschillencommissiezorg.nl P.O. Box 90600 2509 LP The Hague 070-3105380
