Complaints Procedure 

Are you dissatisfied with something, or do you have a complaint about the care I provided? I would be happy to talk with you and look for a solution together.

If you do not wish or are unable to discuss the complaint with me, or if you would like independent support, you can contact Klachtenportaal Zorg. 

Klachtenportaal Zorg is an external organization with which I am affiliated to help resolve dissatisfaction and complaints about the care I provide.

After you submit your complaint or dissatisfaction, Klachtenportaal Zorg will assess whether it meets the conditions for handling and which procedure applies.

If information is missing or unclear, they will contact you to complete the information and ensure that the complaints procedure is properly initiated.

Would you like advice on how to deal with a situation you are dissatisfied with? You can also contact Klachtenportaal Zorg for this purpose. In that case, no formal procedure will be started.

Submit your complaint using the complaint form on the Klachtenportaal Zorg website. You may also send an email to info@klachtenportaalzorg.nl. Not sure which complaints procedure applies to you? Klachtenportaal Zorg can assist you with that as well.

The goal remains to resolve dissatisfaction and complaints.

Please note the complaint must be sent to Klachtenportaal Zorg in Dutch and the complaints procedure will be conducted in Dutch. You can arrange an interpreter if necessary.

What complaints procedures are there?

Healthcare Quality, Complaints and Disputes Act (Wkkgz)

Consists of:

  • A complaints procedure and/or mediation by an independent complaints officer;

  • Access to the KPZ Disputes Committee for a binding ruling on a handled complaint. You may submit the complaint as a dispute to the disputes committee if you are not satisfied with the solution we have offered after completing the complaints procedure.

Wkkgz care covers all healthcare, including Long-term Care Act (Wlz) and Personal Budget (Pgb) care. Excluded are: Youth Care under the Youth Act, involuntary/compulsory care (covered by Wzd and Wvggz), and WMO care provided by organizations that exclusively offer WMO care.

Social Support Act (WMO)

Consists of:

  • A complaints committee that, after hearing both sides, issues a ruling on the validity of a complaint.

The WMO procedure is only followed if the care provider exclusively delivers WMO care and the municipality considers this complaints procedure sufficient. Otherwise, the Wkkgz procedure will be followed.

Youth Care under the Youth Act

Consists of:

  • Direct access to the Youth Care Complaints Committee for a ruling on the validity of a complaint (or parts thereof), supplemented by advice to the care provider;

  • Klachtenportaal Zorg always offers mediation for complainants who expect that the complaint could be resolved in this way.

Care and Compulsion Act (Wzd)

Consists of:

  • A complaints committee that issues a ruling within 2 to 4 weeks regarding the measure that is the subject of the complaint.

The Wzd applies when involuntary care is provided to people with an intellectual disability or a psychogeriatric condition. The care organization must have a Wzd policy in place and must have chosen to include this complaints procedure as an additional option within that policy.