Complaints procedure

Do you have a complaint or are you dissatisfied with our care?

In the Netherlands, your General Practitioner (GP) is usually your first point of contact for healthcare. If you have concerns or are dissatisfied with the care you received, the first step is almost always to discuss the issue with your GP or the staff member involved. Many concerns can be resolved through an open conversation.

If that is not possible, or if you prefer not to discuss your complaint directly, you can follow the complaints procedure below.

  1. Discuss your concern

Whenever possible, we encourage you to first speak with the care provider involved. We will listen carefully to your concerns and do our best to find a suitable solution together.

  1. Submit a formal complaint

If your concern cannot be resolved informally, or if you would rather submit your complaint in writing, you can send an email to klachten@doccs.nl and you will receive a form to fill in.

After receiving your complaint, we will:

  • acknowledge receipt
  • review your complaint carefully;
  • contact you if additional information is needed;
  • aim to provide a response within 4 weeks. If more time is required, we will inform you.
  1. Independent complaints officer (SKGE)

If we are unable to resolve your complaint together, or if you would like independent support, you can contact the Dutch Foundation for Complaints and Disputes in Primary Care (SKGE). The SKGE provides an independent complaints officer who can help you understand the process, mediate between you and the practice, and work towards a solution. This service is free of charge.

Website: www.skge.nl

Telephone: +31 (0)88 022 91 00

Privacy

Any personal information you provide will only be used to process your complaint. Your information will be handled confidentially and in accordance with the General Data Protection Regulation (GDPR).