Complaints scheme

We aim to provide a good service for you as a patient, this applies to both our service and our medically substantive care. Nevertheless, it may happen that you are not satisfied with something. Please let us know - we will be happy to talk to you to find a solution together.

1. Make your complaint known

You can make your complaint by sending us digital complaint form which you will find at the bottom of this page. Once we receive your completed form, we will start working on your complaint immediately. We will contact you within a week to discuss how we will deal with your complaint.

Depending on the situation, there may be a meeting with the employee concerned or a consultation with a third party. Together with you, we determine what actions are needed to resolve your complaint. With this, we aim to settle your complaint to your satisfaction.

2. DOKH's external complaints officer

If we cannot work it out together, you can contact an independent complaints officer of DOKh, a nationally recognised complaints and disputes body. The complaints officer does not take sides and accompanies you throughout the process. Everything you tell will be treated confidentially.

The complaints officer will listen to your story, discuss your complaint with you and help you determine the best next steps. He or she can support you in writing a letter to your healthcare provider or mediate a conversation between you and your healthcare provider. Together with you and the practice's internal complaints committee, the officer will seek an appropriate solution.

The starting point is always to find a solution through mediation between you and the GP.

3. The disputes committee will come up with a binding opinion

If, despite the support of the complaints officer, your complaint is still not resolved to your satisfaction, you can file a dispute. This means that your complaint will be dealt with by DOKh's disputes body. This body consists of a judge, a colleague of your healthcare provider and a representative of a patient organisation.

If your complaint is declared admissible, a hearing will follow at which you and your healthcare provider can tell your story. After that, the disputes body issues a binding decision. This may sometimes include awarding compensation. Please note that you can only file a dispute if you have first tried to solve the problem through the complaints officer.

The decision of the disputes body is binding. This means that you cannot then appeal to the ordinary courts on the same dispute.