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Feedback and Complaints

Are you dissatisfied with something, or do you have a complaint about our care? We would be happy to discuss it with you and find a solution together.

If you are unable or unwilling to discuss your complaint with us directly, or if you would like independent support, you can contact the Healthcare Complaints Portal (Klachtenportaal Zorg). We are affiliated with them to help resolve any dissatisfaction regarding our care.

How the Process Works

  • Assessment: Once you submit a complaint, the Healthcare Complaints Portal assesses if it meets the requirements and determines which procedure applies.
  • Clarification: If any information is missing or unclear, they will contact you to ensure the procedure is initiated correctly.
  • Advice: You can also contact the portal for advice on how to handle a situation without officially initiating a procedure.

Contact Information

  • Website: Use the complaints form on the Healthcare Complaints Portal website.
  • Email: info@klachtenportaalzorg.nl
  • Guidance: If you are unsure which procedure applies to you, the portal can assist you.

Our Complaints Procedures

We follow specific legal procedures depending on the type of care provided:

1. Healthcare Quality, Complaints and Disputes Act (Wkkgz)

This covers most care, including the Long-Term Care Act (Wlz) and Personal Budget (PGB) care. (Excludes Youth Care and involuntary/compulsory care.)

  • Mediation: A procedure and/or mediation led by an independent complaints officer.
  • Disputes Committee: Access to the KPZ Disputes Committee for a binding decision if you are not satisfied with the solution offered after the initial procedure.

2. Youth Act (Youth Care)

  • Direct Access: Access to the Youth Care Complaints Committee for a decision on the validity of the complaint and advice for the care provider.
  • Mediation: The Healthcare Complaints Portal always offers mediation if the complainant prefers this path to resolution.

3. Care and Compulsion Act (Wzd)

  • Decision Timeline: A complaints committee will issue a decision regarding the specific measure the complaint concerns within 2 to 4 weeks.

Goal: Our primary objective remains the fair and effective resolution of all dissatisfaction and complaints.