Are you dissatisfied with something, or do you have a complaint regarding our care? We welcome the opportunity to discuss this with you and work toward a solution.
If you are unable or do not wish to discuss the complaint directly with us, or if you prefer independent support, you may contact Klachtenportaal Zorg. Klachtenportaal Zorg is an external, independent organization we are affiliated with to help resolve dissatisfaction and complaints concerning our care.
Once you submit your complaint or concern, Klachtenportaal Zorg will assess whether it meets the conditions for processing and determine the appropriate procedure.
If any information is missing or unclear, they will contact you to complete the file and ensure the complaints procedure is initiated correctly.
Would you like advice on how to handle a situation you are dissatisfied with? You can also contact Klachtenportaal Zorg for guidance. Reaching out for advice does not initiate a formal complaints procedure.
You can submit your complaint using the complaint form on the Klachtenportaal Zorg website. You can also send an email to info@klachtenportaalzorg.nl. If you are unsure which complaints procedure applies to your situation, Klachtenportaal Zorg can assist you with this as well.
The objective remains resolving dissatisfaction and complaints constructively.
Which Complaint Procedures Do We Work With?
Healthcare Quality, Complaints, and Disputes Act (Wkkgz)
Consists of:
A complaints procedure and/or mediation facilitated by an independent complaints officer;
Access to the Disputes Committee KPZ (Geschillencommissie KPZ) for a binding decision on a handled complaint. You may submit the complaint as a formal dispute to the committee if you are not satisfied with the resolution offered after completing the complaints procedure.
Wkkgz care encompasses virtually all healthcare services, including Wlz (Long-Term Care Act) and Pgb (Personal Budget) care. Excluded are: Youth care governed by the Youth Act (Jeugdwet) and involuntary/compulsory care (governed by the Wzd and Wvggz).
Youth Care Governed by the Youth Act (Jeugdwet)
Consists of:
Direct access to the Youth Care Complaints Committee for a ruling on the validity of a complaint (or parts thereof), accompanied by formal recommendations to the care provider;
Klachtenportaal Zorg always offers mediation for complainants who anticipate that the matter can be resolved through dialogue.
Care and Coercion Act (Wzd)
Consists of:
A complaints committee that issues a formal decision within 2 to 4 weeks regarding the specific involuntary measure being contested.