Complaints information

What can you do if you have a complaint?

The staff at Excellent Care Clinics is committed to providing you with the best possible service, both as a patient and as a client. However, you may still be dissatisfied with the treatment, the organization, or the procedures in our center. We encourage you to share your concerns with us so we can work together to find a solution. We can also learn from your complaints and observations to prevent similar situations in the future.

If you are (or have been) a patient, you can file a complaint. If you are not a patient, you can only file a complaint on behalf of a patient, with their written consent.

In most cases, the quickest way to reach a resolution is to discuss your question or complaint directly with the person you believe caused or is responsible for it. A solution can then be sought during your treatment or outpatient clinic visit. If this proves insufficient, you need assistance, or this does not lead to a satisfactory solution, you can contact the complaints coordinator at Excellent Care Clinics.

Complaints coordinator Excellent Care Clinics

The complaints coordinator will inform you about the options available for handling your complaint. In general, we request that you put your complaint in writing for further processing. If necessary, our staff can assist you with this.

How can I reach our complaints coordinator?

You can reach our complaints coordinator by email, klachtenfunctionaris@excellentcareclinics.nl

Postal address:
Excellent Care Clinics
Attn: Complaints Coordinator (confidential)
Leeghwaterweg 1 B
1951NA Velsen-Noord

What options are there to have your complaint dealt with?

Through mediation:
The complaints coordinator at Excellent Care Clinics is happy to help you express your complaint and find a satisfactory solution. Your treatment at Excellent Care Clinics will never be compromised if you make a complaint about the treatment.

If you wish, the complaints coordinator can mediate between you and the person you're complaining about, for example, by setting up a meeting. You can then explain how you feel they fell short, and the employee in question can provide an explanation. The complaints coordinator can be present at the meeting at your request or at the request of the employee in question.

Your complaint can also be handled in writing if you prefer. If this hasn't already been done, the complaints coordinator at Excellent Care Clinics will ask you to put your complaint in writing. If you prefer, your complaint can be submitted to the relevant Excellent Care Clinics employee via the mediator and a written response requested.

Complaints Committee Handling
If mediation does not achieve your desired result and it concerns a medical complaint, your complaint will be submitted to the Complaints Committee, chaired by an independent chairperson. The committee will conduct an investigation into the events to which your complaint relates. They will gather information and request a response from the employee and/or the head of the department to which your complaint relates. If necessary, the Complaints Committee will request your permission to inspect your medical file. You may be invited to explain your complaint orally. Based on its findings, the committee will determine whether your complaint is justified. The Complaints Committee will include a recommendation in its report to the management of Excellent Care Clinics. You will receive written notification of this from the Complaints Committee.

There are, of course, no costs associated with this procedure. (More detailed information about the complaints procedure is available from the complaints coordinator at Excellent Care Clinics.) The complaints regulations and procedure are available online at www.excellentcareclinics.nl.

Liability

If you believe that your care or treatment at Excellent Care Clinics has been subject to attributable errors that have caused you harm, you can hold Excellent Care Clinics liable. Further information is available from the complaints coordinator at Excellent Care Clinics or visit www.excellentcareclinics.nl.

Health Care Inspectorate (IGZ)

You can obtain more information about complaints about the healthcare provided via the website of the Health Care Inspectorate www.igz.nl