Complaints procedure

Of course we do our very best to provide you with adequate care. Still, it may happen that you are not satisfied with something. In that case, we would appreciate it if you first discuss your complaint with your therapist and try to resolve it together. Often a personal meeting in which you indicate what you are facing is also very helpful for yourself and will be sufficient to continue the treatment. If you cannot reach an agreement together, you can decide to switch to a different therapist or to turn to our “external” complaints officer. We will of course help you with this.

If this does not lead to the desired result, you can consider submitting a complaint to the independent Healthcare Complaints Desk. An employee of the Complaints Desk will try to resolve your complaint with information and advice and will put you in touch with an independent complaints officer. He can mediate between you and us, so that together we can still find a good solution. You can easily reach the Healthcare Complaints Desk by calling telephone number 070-310 53 92. This is possible from Monday to Friday from 9:00 to 17:00. Or send an email to info@klachtenloket-zorg.nl. For more information, please visit the healthcare complaints desk.

You can also submit a complaint to the external and independent Disputes Committee for Healthcare in general (De Geschillencommissie Zorg). Your complaint then becomes a dispute. An impartial, expert committee will assess your dispute and you will receive a binding decision. This means that both you and us must comply with the decision and cannot appeal against the decision. For more information about this, see the website of De Geschillencommissie Zorg.

For problems with your health insurer about, for example, the reimbursement of your treatment, you can contact the Stichting Klachten en Geschillen Zorgverzekeringen (SKGZ).