A good relationship between you and your doctor is important. Unfortunately, sometimes things happen that disrupt this relationship. You are dissatisfied and have a complaint. Below you can read what you can do if you have a problem with your doctor. You will read what the options are for resolving your complaint and how your complaint is handled within the DOKh complaints procedure.
First, try to discuss and resolve the problem in a personal conversation with your doctor. In many cases, such a conversation can be very clarifying for both parties, and the doctor and their organisation can learn from your feedback. When requesting such a conversation, indicate that you would like to discuss a complaint with your doctor and that you would like to reserve some extra time for it. This often resolves your complaint in a way that is satisfactory to you.
If this does not work, your doctor will put you in touch with the DOKh complaints officer.
You will have a conversation with the complaints officer, who will receive your complaint, as it were. You can go to them with your questions, and you will receive advice and, if necessary, help with formulating your complaint in writing.
Once your complaint is clear, you and the complaints officer will work together to find a solution. The first option usually chosen is (telephone) complaint mediation. You can indicate to your complaints officer whether you are open to this.
Many complaints can be resolved in a conversation with an impartial mediator at the table. If both you and your doctor indicate that (telephone) mediation is desired, a first mediation meeting will take place within two weeks. The complaints officer mentioned above acts as mediator. During the mediation meetings, you and your doctor are given the opportunity to explain the event(s). When mutual understanding grows, a workable situation often arises again. The ultimate goal of mediation is to restore the relationship of trust between you and your doctor.
To complete the complaints procedure, the doctor is obliged to inform you of their judgement within 6 weeks of the complaint being submitted. A judgement means a written statement of the decisions they have taken about and in response to the complaint and which measure(s), if any, will be taken. The 6-week period may be extended by a maximum of four weeks, provided you are informed of this in good time.
If both parties are satisfied with the judgement, the complaint is thereby settled. If you are not satisfied and wish to continue the complaints procedure, there is a dispute. After the judgement, you have 6 months to decide whether you want to submit the dispute to the disputes body.
Ground rules
If you cannot reach a solution despite the mediation meetings, the complaints officer will support you with any next step. Your complaint then becomes a dispute.
Stichting DOKh
Afdeling Klachten en Geschillen (Complaints and Disputes Department)
Robijnstraat 6
1812 RB ALKMAAR
The Netherlands
Tel: +31 72 520 83 25
Website: www.dokh.nl
