Complaints

This is an English translation for your convenience. In case of any difference between this translation and the Dutch text, the Dutch text prevails.

On this page you will find our complaints policy, in which we have set out a clear and transparent procedure to deal with your complaints effectively and to ensure that your experience with us improves.

You have a complaint about your doctor. What now? DOKh complaints procedure

A good relationship between you and your doctor is important. Unfortunately, things sometimes happen that disrupt this relationship. You are dissatisfied and you have a complaint. This brochure provides information about what you can do if you have a problem with your doctor. You can read about the options for resolving your complaint and how your complaint is handled under the complaints procedure of DOKh (an independent complaints and disputes body for healthcare).

Resolving it together

First try to discuss and resolve the problem with your doctor in a personal conversation. If this is not successful, your doctor will put you in touch with the Complaints Officer (Klachtenfunctionaris) of DOKh. You can also contact DOKh directly yourself.

Receiving your complaint

The DOKh Complaints Officer is independent and works with you to find a solution to your complaint. The Complaints Officer will contact you within 1 week after DOKh has been notified of your complaint.

The Complaints Officer will try to mediate the complaint if you are open to this.

Complaint mediation

Many complaints can be resolved in a conversation (in person or by telephone). During the mediation meetings, you and your doctor are given the opportunity to explain the event(s). As mutual understanding grows, a workable situation often develops again. The ultimate aim of mediation is to restore the relationship between you and your doctor.

Judgement formulated by the doctor

To complete the complaints process, the doctor is required to inform you of his/her judgement within 6 weeks of the complaint being submitted. A judgement means a written statement of the decisions he/she has taken about and in response to the complaint and of any measure(s) that will be taken. The 6-week period may be extended by a maximum of four weeks, provided you are informed of this in good time.

If both parties are satisfied with the judgement, the complaint is thereby settled. If you are not satisfied and wish to continue the complaints procedure, there is a dispute. After the judgement, you have 6 months to decide whether you wish to submit the dispute to the Geschilleninstantie (the independent disputes committee).

Ground rules

• The help of the Complaints Officer, complaint mediation and complaint handling are free of charge for you.
• Mediation is only successful if both parties agree on this.
• Mediation is based on mutual respect and trust.
• Everyone involved in the process treats your privacy with the utmost care and is bound by a duty of confidentiality.
• The full complaints procedure can be downloaded below.

Can you not reach a solution together with the Complaints Officer?

If you do not reach a solution despite the mediation meetings, the Complaints Officer will support you with any next step. Your complaint then becomes a dispute. For more information on this, please refer to the information on our website and to the leaflet on having a dispute with your doctor.

Please note: the person submitting a dispute is aware that the procedure before the Geschilleninstantie has the nature of binding advice (bindend advies) (Article 20 of the Wkkgz, the Dutch Healthcare Quality, Complaints and Disputes Act). By submitting the dispute, the submitter voluntarily and unequivocally agrees that the Geschilleninstantie will settle the dispute by way of binding advice and may award compensation of up to €25,000.00. The submitter thereby waives the right to (also) submit the dispute to the court established by law.