Complaints regulations

There are two options for filing a complaint.

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1. Complaints are handled in accordance with a complaints procedure, of which this text is a summary. You can request the complete regulations from the Intermedica Kliniek.

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Introduction
All employees at the Intermedica Kliniek do their best to provide you with good care and assistance. However, things do not always go as expected and complaints can arise. It is best to discuss these complaints directly with the employee involved or with the medical director of the clinic. But if this is not possible or does not work, you (or others on your behalf) have the option to file a complaint with the clinic's complaints officer.

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The complaints officer
The complaints officer handles the complaint and coordinates the progress. This officer investigates the events leading to the complaint and reports to the complainant and to the clinic's management. The management will inform the complainant to what extent the measures and proposals of the complaints officer will be followed.

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Submitting a complaint
A complaint must always be submitted in writing. You can get help from a family member or a lawyer in handling your complaint. Any costs associated with this assistance are at your expense; the complaint handling itself is free of charge.

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Sometimes it follows from the complaint itself that mediation by the complaints officer is not possible or is not desirable. The confirmation of receipt then states that the complaint will be handled by the Disputes Committee for Independent Clinics (see under 2).

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Handling the complaint
You will receive confirmation of receipt from the complaints officer within two weeks of receiving your complaint. The complaints officer will investigate your complaint and strive for an answer that is acceptable to both you and the accused employee(s). He asks those involved for their views on what happened, inspects your file, consults experts and, if necessary, asks you for further explanation. He can also invite you for a meeting with the person involved in your complaint. If you would like to provide further oral or written explanation, you can report this.

You will receive an answer to your complaint from the complaints officer within six weeks after confirmation of receipt. This letter contains an explanation of what happened. The letter may contain the apologies of the employee(s) involved or a mediation proposal may be made. It also lists any measures that those involved have taken to prevent recurrence. Copies of the letter will be sent to the employee(s) involved in the complaint and to their managers. Employees of the Intermedica Clinic are happy to help resolve complaints. An appropriate and acceptable answer to the complaint can almost always be found through this mediation.

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If you are not satisfied with the response from the complaints officer, you can still have the complaint handled by the Disputes Committee of Independent Clinics Netherlands (see under 2).

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If no response is received within six weeks of the response from the complaints officer, the complaint will be considered settled.

By submitting a complaint, you agree that the employee(s) involved may provide information and access to files to the members of the Complaints Committee. If you do not want this, you must explicitly state this when submitting your complaint. The members of the Complaints Committee have a duty of confidentiality when handling complaints.

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2. The complaint is submitted directly, without the intervention of the clinic, to the ZKN Disputes Committee. The procedures and regulations are described on this website