Complaints information

Complaints and signals of dissatisfaction

At Excellent Care Clinics we do our utmost to provide you with good, safe and personal care. We work in line with the healthcare laws and regulations that apply to us, including the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), and we take account of the guidelines and expectations of the Health and Youth Care Inspectorate (IGJ). Even so, you may be dissatisfied with our care, our communication or our organisation. We think it is important that you tell us. Only then can we look for a solution together with you and improve our care.

Our complaints procedure is set up in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz) and meets the expectations of the Health and Youth Care Inspectorate (IGJ) for handling complaints in a low-threshold, independent and careful way.

Discuss your dissatisfaction with us first

Is there something you are not satisfied with? If at all possible, we ask you to discuss this first with the member of staff or care provider involved. A misunderstanding or a problem can often be resolved in a conversation.

Would you rather not do that, are you unable to resolve it together, or do you want to file a complaint straight away? Then you can contact our complaints officer.

Filing a complaint

Would you like to file a complaint, a signal of dissatisfaction or a report? You can also do this anonymously. You can use our complaints form. In it you can describe your complaint or report and indicate how you would like us to contact you: for example by email at klachtenfunctionaris@excellentcareclinics.nl, by telephone on 085-0479273, in a personal conversation, or for our information only. If you prefer, you can also submit a report anonymously.

Our complaints officer will then contact you and discuss with you what is needed to handle the complaint properly.

What does the complaints officer do?

The complaints officer is there to help you discuss and resolve your complaint. The complaints officer listens to your complaint or signal, explains the complaints procedure, can help you put your complaint into words, and looks into what solution is possible together with you and the member of staff or care provider involved.

The complaints officer acts independently and impartially.

How soon will you receive a response?

We handle your complaint as carefully and as quickly as possible. You will receive a written response from Excellent Care Clinics no later than six weeks after we receive your complaint.

If more time is needed for a careful investigation, we may extend this period once by a maximum of four weeks. If more time is needed after that, this is only possible if you agree to it in writing.

Costs

Filing and handling a complaint is free of charge for you.

Not satisfied with the outcome?

We do our best to resolve your complaint properly together with you. A complaint is handled in steps. First the complaints officer handles your complaint and looks for a suitable solution together with you. Are you not satisfied with the outcome after that? Then you can object to the complaints committee. If that does not resolve matters either, you can put your complaint to an independent, recognised disputes body.

Excellent Care Clinics is affiliated with Stichting Zorggeschil. This step is intended for situations in which the complaint has not been resolved satisfactorily after being handled by the complaints officer and after an objection to the complaints committee. You can find more information on the Stichting Zorggeschil website.

Privacy

We handle your data carefully and confidentially. Only people involved in handling your complaint have access to the information needed for that purpose. We process personal data in accordance with the General Data Protection Regulation (GDPR).

We use complaints to improve our care

Complaints, reports and signals of dissatisfaction help us to learn and improve. Excellent Care Clinics records these reports, including when they are made for our information only or anonymously. We analyse recurring themes and take improvement measures where necessary. In this way we use your experience to keep improving the quality and safety of our care.