Complaints Procedure
We strive for the best care for all our patients. Are you dissatisfied about something? We would like to hear about it and take every complaint seriously.
At DKliniek, quality of care is central. Despite our careful approach, you may not be satisfied with our services. We think it is important that you share this with us, so that we can learn and improve our care. On this page you can read how to file a complaint and what you can expect from us.
Contact us
Submit your complaint first to DKliniek via email
External authority
Not satisfied? Contact ZorgDoenWijSamen for mediation or disputes committee
1Step 1: File a complaint with DKliniek
We ask you to first submit your complaint to us. In many cases we can come to a good solution together. You can submit your complaint in the following way:
By email
info@dkliniek.nlIn your email, please clearly state your name, contact details, the date of the incident and a description of your complaint.
What to include in your complaint?
- Your full name and contact details
- The date and time of the incident
- A clear description of what happened
- What you expect from us as a solution
- Any relevant documents or evidence
Confirmation of receipt
You will receive a confirmation of receipt of your complaint within 5 working days.
Handling
We aim to resolve your complaint within 4 weeks. For complex complaints this may take longer, we will keep you informed.
2Step 2: External complaints authority
Are you not satisfied with the handling of your complaint by DKliniek? Then you can submit your complaint to an independent complaints officer. DKliniek is affiliated with ZorgDoenWijSamen.
ZorgDoenWijSamen
ZorgDoenWijSamen is an independent organization that mediates in healthcare complaints. They can help find a solution when you cannot work it out with us.
Go to ZorgDoenWijSamenWhat does ZorgDoenWijSamen do?
- Independent complaints officer for mediation
- Support in formulating your complaint
- Looking for a solution acceptable to both parties
- Disputes committee for binding decisions if necessary
- Free for patients
Disputes Committee
If mediation does not lead to a solution, you can submit your dispute to the affiliated disputes committee via ZorgDoenWijSamen. This committee makes a binding decision.
Important information
Deadlines
- • File complaint: as soon as possible, but no later than 1 year after the incident
- • Confirmation of receipt: within 5 working days
- • Substantive response: within 4 weeks
Confidentiality
Your complaint is treated confidentially. Only the directly involved employees have access to the data needed to handle your complaint.
Legal framework
This complaints procedure has been drawn up in accordance with the Quality, Complaints and Disputes in Healthcare Act (Wkkgz) which has been in force since 1 January 2017.
No adverse consequences
Filing a complaint has no adverse consequences for your treatment or the relationship with DKliniek.
Do you have a complaint or comment?
We would like to hear from you. Contact us so we can work together to find a solution.