The purpose of the Healthcare Quality, Complaints and Disputes Act is to provide openness about complaints and undesirable events within healthcare and to learn from them. Your healthcare provider is obliged to have a complaints procedure in place so that complaints are handled properly. Below you will find the legal rules that apply when submitting a complaint or reporting an incident.

1. First inform the healthcare provider about your dissatisfaction or the complaint. If it is more convenient to receive support with this, you can request it from the Healthcare Complaints Portal.
2. Both the care provider and the client can request support from an independent complaints officer.
3. The ‘formal’ term starts after the written submission of the complaint to the care provider.
4. The healthcare provider must now give a substantiated opinion about the complaint within 6 weeks. This is the healthcare provider’s view on the complaint, which decisions have been made and which measures are taken in response to the complaint.
5. This period of 6 weeks may be extended once by 4 weeks. The healthcare provider will inform you of this, stating the reason.
6. An extension is only possible if the client and care provider agree on this, for example if it has been agreed to follow a mediation process.
7. If you are not satisfied with the solution and the handling of the complaint, you may submit the complaint to the independent Disputes Authority KPZ.
8. The independent disputes body takes the judgment of the care provider into account in the treatment. The disputes body investigates the situation, makes a binding decision where both parties.

Contact klachtenportaalzorg:  info@klachtenportaalzorg.nl or fill in the complaints form on www.klachtenportaalzorg.nl