GGZ VOOR ELKAAR
COMPLAINTS PROCEDURE
INTRODUCTION
The staff at GGZ voor elkaar do their utmost to provide you with good care and support. Nevertheless, it is possible that afterward you may not be completely satisfied with a treatment. Your comment(s) and/or complaint(s) are considered very important. First of all, because GGZ voor elkaar believes it is important that you are fully satisfied. In addition, this offers an opportunity to improve care delivery.
Below you can read what you can do with your complaint or comment.
BRING IT TO YOUR CARE PROVIDER
If you are not fully satisfied with a treatment, it is advisable not to keep it to yourself. Many complaints are based on miscommunication or differing expectations. GGZ voor elkaar suggests that, in such a situation, you contact your practitioner to discuss it, so that you have the opportunity to be heard.
Experience has shown that a large proportion of complaints can be resolved in this way.
If you and your practitioner are unable to resolve the issue together, you have the option of submitting your complaint to the lead practitioner or care coordinator. When you submit a complaint, the lead practitioner or care coordinator will aim to reach a solution as quickly as possible and within a maximum of six weeks.
COMPLAINTS OFFICER
If you are unable to resolve the issue together with your practitioner and lead practitioner, or care coordinator, you have the option of submitting your complaint to a complaints officer. A complaints officer is an independent professional mediator who can work with you and your healthcare provider toward a solution. Even when a complaints officer is involved, the aim is to reach a solution within six weeks.
If you would like to contact the complaints officer, you can request this in a conversation with the management of GGZ voor elkaar.
DISPUTES COMMITTEE
If you and the complaints officer and your healthcare provider are unable to resolve the issue together, you can contact the disputes committee. This disputes committee is an independent organization that issues a ruling on whether a complaint is well-founded; in certain cases, the disputes committee may award compensation.
GGZ voor elkaar has entered into an agreement with the Geschillencommissie GGZ in The Hague for handling disputes (www.degeschillencommissiezorg.nl). The disputes committee consists of a chairperson (legal expert) and two members, one of whom has a medical background. When a dispute is submitted, an investigation will be conducted into the causes of the complaint. Depending on the nature of the dispute, the chairperson determines how the committee will reach a decision.
More information about how the disputes committee works can be found on the website Disputes Committee EZA – Geschillencommissie EZa (geschillencommissie-eza.nl). You can also find information here on how to submit a dispute.
FINALLY
Finally, please also keep the following points in mind:
- GGZ voor elkaar believes it is important that you are satisfied with the care provided. When you are open about your experiences, you help your practitioner achieve this goal.
- Working together with a complaints officer to resolve your complaint does not affect your right to submit a dispute.
- If you submit a dispute, please note that the disputes committee has a period of six months to issue a decision. In that case, you will be asked to give the disputes committee access to your medical record.
If you would like to obtain access to your file, please complete the form and send it to