Complaint Procedure

The Healthcare Quality, Complaints and Disputes Act (Wkkgz) aims to provide transparency about complaints and adverse events within healthcare and to learn from them.

Are you dissatisfied with anything, or do you have a complaint about our care? We are happy to engage with you and look for a solution. If you are unwilling or unable to discuss the complaint with us, or would like independent support in doing so, you can contact Care Complaint Portal. Healthcare Complaint Portal is an external organization we are affiliated with to help resolve dissatisfaction and complaints about our care.

Once you have sent in your complaint or dissatisfaction, Klachtenportaal Zorg will assess whether it meets the requirements for consideration and the appropriate procedure. If information is missing or unclear, they will contact you to make it complete and ensure that the complaint procedure is properly initiated.

Would you like advice on how to deal with a situation you are dissatisfied with? Even then, you can contact Care Complaint Portal. You then do not start a procedure yet.

Below are the legal ground rules that apply when filing a complaint or reporting an incident.

• First, inform the health care provider about your dissatisfaction or complaint. If you are more comfortable getting support with this, you can request it from Care Complaint Portal.
• Both the healthcare provider and the client may request support from an independent complaints officer.
• The formal deadline begins after the written submission of the complaint to the health care provider.
• The healthcare provider must provide a reasoned opinion on the complaint within 6 weeks. This is the healthcare provider’s view of the complaint, what decisions were made and what action will be taken as a result of the complaint.
• This 6-week period may be extended once by 4 weeks. The healthcare provider will notify you of this, with justification for the reason.
• Only when client and healthcare provider agree on this is another extension possible, for example, if it has been agreed to follow a mediation process (mediation).
• If you are not satisfied with the resolution and handling of the complaint, you may have the complaint submitted to the independent KPZ Dispute Resolution Authority.
• The independent dispute resolution body takes the healthcare provider’s opinion into consideration. The arbitration body investigates the situation and issues a binding decision for both parties.

Contact Care Complaint Portal at info@klachtenportaalzorg.nl or by completing the complaint form at www.klachtenportaalzorg.nl.