Complaints procedure
Vatan Kliniek considers it important that patients and visitors are satisfied. Are you dissatisfied? Let us know and we will look for a solution together.
How the complaints procedure works
There are several ways to make your complaint known. Vatan Kliniek is affiliated with Klachtenportaal Zorg, the independent complaints scheme for Dutch healthcare. The procedure follows four clear steps and is free of charge for you.
First discuss your complaint with us
The quickest way to resolve your complaint is to discuss it with the care provider concerned or their supervisor. Such a conversation often resolves the dissatisfaction and prevents further misunderstandings.
File a complaint with Klachtenportaal Zorg
Unable to work it out with us, or would you rather not speak directly with the clinic? Then file your complaint via the complaint form on klachtenportaalzorg.nl or by e-mail. An independent complaints officer will then contact you.
Mediation by an independent complaints officer
The complaints officer does not work at the clinic and has a supportive, impartial role. He or she puts your complaint into a formal letter which, with your approval, is sent to the clinic, and can also facilitate a mediation meeting if desired. The procedure takes a maximum of six weeks and can be extended once by four weeks.
Resolution or binding decision
The clinic records the agreements made in a letter and the complaints officer closes the procedure with a final letter. Not satisfied with the outcome? You can then submit the dispute to the recognised disputes committee, which issues a binding decision.
Good to know
- The complaints procedure is free of charge for you; only the disputes committee charges a filing fee, which is refunded if your dispute is (partly) upheld.
- The complaints officer is independent and does not work for Vatan Kliniek.
- You may stop the procedure at any time; please inform the complaints officer if you do.
- Through its affiliation with Klachtenportaal Zorg, Vatan Kliniek complies with the Dutch Care Quality, Complaints and Disputes Act (Wkkgz).
Contacting Klachtenportaal Zorg
You can file your complaint via the complaint form on the website or by e-mail to info@klachtenportaalzorg.nl. The flyer explains the full procedure clearly (in Dutch).
Prefer to talk to us first? Contact us