We strive to provide the best possible healthcare. It is, however, possible that the healthcare we provide does not correspond to your expectations. We would find that disappointing and kindly invite you to discuss it wit hus, should this occur. Hopefully, we can then further improve the health care we provide.
Should you remain dissatisfied following the dicussion, there is the possibility of lodging a complaint. The complaint can be lodged through an independent complaints officer, who will then contact you. There is also the possibility to approach a dispute commission.
A complaint regarding your physician
You have a complaint regarding your physician. What now? Complaints procedure DOKh
A pleasant trust between you and your physician is important. Unfortunately, sometimes situations occur that challenge the trust. You feel dissatisfied, complaint regarding your physician. This template offers information on what you can do should you have a complaint regarding your physician. The information includes what the possibilities are for addressing the complaint and how your complaint is handled within the complaints procedure of DOKh.
Resolution
In first instance, try to dicusss the issue with your physician and try to resolve the situation together. Should this not be possible, your physician will bring you in contact with the DOKh complaints officer. You may also choose to contact DOKh directly.
Handling of complaints
The DOKh complaints officer is independent and together with you will seek a solution for your complaint. The complaints officer will contact you within a week of notification of the complaint.
The complaints officer will act as mediator if you are open to mediation.
Mediation of complaints
Many complaints are resolved in a (telephone) conversation. During mediation, you and your physician have the opportunity to explain your points of view regarding the situation(s). Understanding for one another’s points of view often leads to a restoration of the workable relationship. The goal of mediation is to restore the trust between you and your physician.
Analysis by the physician
In order to complete the complaints procedure, the physician is compelled to inform you within 6 weeks of the notification, of his/her analysis of the situation. With analysis, a written explanation of steps he/she has taken regarding the complaint and what measures have been taken as a result of the complaint should this be relevant, is meant. The term of 6 weeks may be extended with a further 4 weeks, on the condition that you are notified in time.
Should both parties be satisfied with the outcome, the complaint procedure will be considered completed. We speak of a dispute should you not be satisfied with the outcome and wish to continue the complaint procedure. You have 6 months following the analysis in order to decide whether you wish to submit a dispute to the dispute commission.
Basic premises
- Assistance given by the complaints officer, the mediation and complaint process are free of charge for you.
- Mediation is only considered completed when both parties are in agreement.
- Mediation is based on mutual respect and trust.
- All those involved in the process treat your privacy with great care and are bound by confidentiality constraints.
- The complete complaints process (in Dutch) may be downloaded using the following link.
What if mediation is unsuccesfull?
Should the mediation process be unsuccesful, the complaints officer will assist you in further steps. Your complaint then becomes a dispute. Additional information about the dispute process may be found on the DOKh website and folder regarding a dispute with your physician.
NB: It is important to note that the outcome of the dispute commission is a binding advies (article 20 Wkkgz). By submitting a dispute to the commission, the claimant agrees voluntarily and unambiguously that the dispute commission will reach a decision which is binding, and may grant compensation up to maximal € 25.000.00. The claimant hereby waives his/her right to (also) submit the dispute in a court of law.
Contact details of the independent complaints officer and of the dispute commission:
Stichting DOKh
Afdeling Klachten en Geschillen
Robijnstraat 6
1812 RB ALKMAAR
Tel: 072-520 83 25 (daily from 9.00-15.00 o’ clock)
Email: klachtenengeschillen@dokh.nl
Website: www.dokh.nl
Make an appointment
Appointments may be made by sending us an email or by leaving a message on the telephone answering service.
