Complaintsprocedure

Introduction

Every employee at Karmenta tries their hardest every day to provide good care and assistance. Unfortunately it is still possible you won’t be fully satisfied after your treatment. Your comments or complaints are immensely important to us, one the one hand to improve the care we provide, on the other hand because customer satisfaction is one of our main priorities. In this article you can read what you can do if you have a comment or complaint. 

Law Quality, Complaints and Disputes (Wet kwaliteit, klachten en geschillen (Wkkgz))

One the 1st of January 2017 the Wkggz law about quality, complaints and disputes was fully enacted. This replaced the Law complaintright clients healthcare sector. In the Wkkgz, among other things, organises that care providers are given access to an independent complaints officer. Karmenta complies with the Wkggz. A more in depth explanation for receiving complaints is available at Karmenta’s secretariat. Feel free to ask for it!!

Telling your care provider

Initially you can leave your reaction (this can be a general reaction, complaint, idea for improvement, tip or a compliment) via the reaction form on our website. We really appreciate this because if we don’t know you’re unsatisfied we can’t do anything to help fix your issue or improve our care, as well as make sure that it doesn’t happen to any other patients that come to Karmenta.

Give us your opinion with the reaction form

Independent complaints officer at DOKh

By opening communication with each other we think we’ll be able to solve most complaints. If that doesn’t work, you can put forward your complaint to the independent complaints officer at Stichting DOKhThat’s an external organisation completely separate from Karmenta, that also handles complaints form other healthcare organisations. Karmenta has made a contract for this purpose with Stichting DOKh in Alkmaar:

Stichting DOKh

Department of Complaints and Disputes
Robijnstraat 6
1812 RB ALKMAAR
Tel: 072-520 83 25 (daily from 9.00-15.00 hours)
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.dokh.nl

You can find how DOKh’s complaints procedures below.

You have a complaint about your doctor. What now? Complaints Procedure DOKh

A good relationship between you and your doctor is important. Unfortunately sometimes things can happen that disrupt this relationship. You are unsatisfies, you have a complaint. This brochure gives you information on what you can do if you have a problem with your doctor. You’ll read what the options are to rectify the complaint and in what way the DOKh handles your complaints.

Fix it together

Try to fix the issue with a personal conversation with your doctor first. If that doesn’t work, your doctor will put you in contact with the complaints officer at DOKh. Offcourse, you can also call DOKh yourself

Receiving your complaint

The complaints officer at DOKh is independent and will you for a solution with you. Within 1 week after making your complaint at DOKh the officer will get in contact with you. 

The officer will try to mediate your complaint if you are open to it.

Mediating your complaint

Many complaints can be solved through a conversation (in person or on the phone). During the mediation talks both you and your doctor will be able to give explanations or the event(s). When both sides start understanding each other more, usually the situation will be workable again. The ultimate goal of this mediation is to fix the relationship between you and your doctor.

Verdict formulated by doctor

To complete the complaint procedure the doctor is obligated to hand in a verdict on the complaint to you within 6 weeks of making the complaint. A verdict refers to a written explanation for what decisions the doctor made leading up to the complaint and what (potential) actions need to be taken. The 6 week period can be extended by a maximum of 4 weeks, which you will notified of in a timely manner.

If both parties are satisfied with the verdict, than with that the complaint is dealt with. If you are not satisfied and want to go further in the complaints procedure, we talk of a dispute. After the verdict you have 6 months to decide if you want to hand in a dispute with the dispute resolution body.

Rules

• The complaints officers assistance, the mediation and the complaints procedure do not cost you anything.
• Mediation is only successful and complete if both parties are in agreement.
• During mediation, mutual trust and respect is assumed.
• Every one involved in the procedure handle your privacy with the upmost care and have a confidentialty agreement.
• The full procedures can be downloaded below.

Can you not find a solution with the complaints officer?

In case you cannot find an agreeable solution, despite the mediation talks, the officer will aid you in taking any potential next steps. Your complaint will then become a dispute and it will be handled by the next body, the dispute resolution body at DOKh. For more information about this we will refer you to the information on our website, to the folder: you have a dispute with your doctor.

Download

• Complaints Procedure Regulations
• Complaint Mediation Protocol