Complaints procedure
The Boerhaave Medical Centre aims to treat, care for and inform you as effectively as possible. It is important for us that you are satisfied with the services and care we provide.
But despite this, things may go differently to how you expected, prompting you to make a complaint. It is important for you as well as for us that you let us know about anything you are not satisfied with. Only in this way will it be possible to starting looking for a solution, together with you. After all, the clinic can learn from your complaint. You can rest assured we will take your complaint seriously and handle it with due care and attention.
It is the patient’s right to voice a complaint and have it dealt with, as set out in the Dutch Clients’ Right of Complaint (Care Sector) Act.
What is a complaint?
We understand a ‘complaint’ to be the expression of dissatisfaction. It may relate to your treatment and care by medical or nursing staff, or to the way in which another member of staff deals with you. You may also submit complaints for example about organisational matters.
Who do you make your complaint to?
We advise you to first discuss your complaint with the person to whom your complaint relates. In this way you will give them the opportunity to acknowledge any errors or failings. Misunderstandings can be corrected.
It may be that your complaint is not resolved to your satisfaction with the person in question. It may also be that you are unable or unwilling to discuss your problem or complaint directly with the person or people involved.
You can therefore direct your complaint in writing to the quality officer at our clinic, or to our complaints committee.
Receipt and mediation by quality officer
When you file your complaint, you should state what you wish to achieve by the complaint and how you wish your complaint to be further handled. If you want, the quality officer can set up a meeting between you and the person involved in the complaint. It is also possible for the quality officer to attend this meeting as an impartial partner.
If the handling of your complaint does not lead to the result you desire, you have the option to submit your complaint in writing to the complaints committee of the clinic.
Non-disclosure
The quality officer has an obligation not to disclose information you provide. Only with your consent will your complaint be made known to others, for example the Board of the clinic. Your personal data will of course be handled with the utmost care.
How complaints are handled by the complaints committee
If the quality officer’s mediation does not lead to the desired result, you may address the clinic’s complaints committee which will officially deal with the complaint. You are required to submit your complaint in writing to the complaints committee, specifying your name and address.
Complaints committee at Boerhaave Medical Centre
Attn: Y.H. Heslinga, Chairman
Johannes Vermeerstraat 31
1071 DL Amsterdam
www.boerhaave.com/complaints/
You will be sent written acknowledgement of receipt.
To investigate the matter, the committee needs your consent to present your complaint to the staff in question and request (medical) data. You will therefore be requested to sign a power of attorney. If you so wish, you may explain your complaint verbally. If necessary, you can arrange to be assisted by counsel. You will be liable for any costs incurred in this respect.
Once your complaint has been investigated, the complaints committee will render a decision on the validity of the complaint. This decision is not binding. It is not possible to lodge an appeal with the complaints committee against its decision on the validity of the complaint. The committee will send its decision to you, to the person concerned in your complaint and to the Board of the clinic. It may also advise the Board to take measures to avoid this situation from happening again. Complaints are generally settled within three months. You will then receive a response from the Board within eight weeks.
Who sits on the complaints committee?
The complaints committee is made up of representatives from various disciplines within the clinic and a practising GP in the local area. The independent chair is a lawyer and is not connected to the clinic. The committee is bound not to disclose information. It will deal with your complaint with the utmost care and impartiality.
The handling of complaints falls within the scope of the Dutch Personal Data Protection Act.
Rules of procedure for complaints
These rules of procedure are available in PDF format by clicking on the following link.
Rules of procedure (in Dutch)
Application for compensation
The complaints committee does not handle any applications for compensation. If you wish to hold the clinic liable for damage suffered, you may direct your application to the Board.
Not satisfied?
If you do not agree with the decision reached by the complaints committee, you may present your complaint to the following independent bodies. They will carry out their own entirely separate investigation and pass judgement based on legal criteria. It is possible to appeal against the judgement.
Regionaal Tuchtcollege (Regional disciplinary tribunal)
Secretariaat: Gerechtsgebouw
Postbus 84500
1080 BN Amsterdam
Tel: +31 (0)20 – 5412776
Inspectie voor de Gezondheidszorg (Dutch Health Care Inspectorate)
Postbus 20584
1001 NN Amsterdam
Tel: +31 (0)20 – 5800100
Civil court
Criminal court
The following body may also be contacted to answer questions or provide advice:
Klachten in de gezondheidszorg voor patiënten (Complaints in health care for patients)
Tel: +31 (0)900 – 2437070
A final word
We hope you will never actually have a need for this information and that your contact with the Boerhaave Medical Centre is a pleasant experience. For any additional information on the rules of procedure for complaints, please do not hesitate to contact the clinic during office hours, tel: +31 (0)20 – 30 500 30.