Complaints
Our GPs and assistants will always do the best they can to provide you with the help you need.
Despite that, you might not be completely satisfied with the service they provide.
If that is the case, please let us know
because that will give us an opportunity to learn.
We also think it is important that you report things so that you can regain your confidence in us.
We explain below how you can make suggestions or file a complaint.
We also have a comprehensive complaints procedure (in Dutch), which you can read about [link].
How do you file a complaint or make suggestions?
You can send an email to: klachtenhuisartsenpost@neohuisartsenzorg.nl.
Please provide, in any event, the following details:
1. Date, time and place of your contact with us (Nijmegen or Boxmeer).
2. Your name, telephone number and date of birth.
3. A brief description of your complaint or suggestion.
4. Does the complaint or suggestion concern someone else?
For example, your parent or child?
If so, it is important that you provide their name and date of birth.
Our complaints officer is there to help
We take all complaints seriously.
That is why we have a special complaints officer to deal with any complaints and suggestions and help find a solution.
What happens after that?
Our complaints officer will contact you within two weeks
by email or telephone.
We will then explain how we are going to respond to your complaint.
We often discuss your complaint with the GP or assistant concerned.
When investigating the complaint we sometimes also listen to the recorded telephone conversations.
We will also check our own information.
All of these actions are intended to give us a better understanding of what happened.
Confidentiality
When we investigate your complaint, we will ask if we can view your medical records. These are the details our emergency out-of-hours GP services have about you.
We are always very careful when dealing with personal data.
You can rest assured that it will be kept strictly confidential.
Help en tips
You can get free help from the National Health Care Report Centre (Dutch: Landelijk Meldpunt Zorg).
Their website also provides tips on how to discuss your complaint with others: www.landelijkmeldpuntzorg.nl
National Health Care Report Centre (Dutch: Landelijk Meldpunt Zorg)
Health and Youth Care Inspectorate, LMZ (Dutch: Inspectie Gezondheidszorg en Jeugd, LMZ)
PO Box 2115, 3500 GC Utrecht
Telephone no.: +31 (0)88 120 50 20
Website: www.landelijkmeldpuntzorg.nl
Landelijk Meldpunt Zorg
Inspectie Gezondheidszorg en Jeugd, LMZ
Postbus 2115, 3500 GC Utrecht
Telefoon: 088 120 50 20
www.landelijkmeldpuntzorg.nl
How to proceed if you are still not happy
If you disagree with our response or that of the GP or assistant
and you are unable to resolve the issue,
the Foundation for Complaints and Disputes in Primary Care (Stichting Klachten en Geschillen in de Eerstelijnszorg) may be able to help
all the parties involved find a solution.
They will either give an opinion or help with compensation (should any be available).
The complaints officer can provide you with more information on this.
Stichting Klachten & Geschillen Eerstelijnszorg
PO Box 8018, 5601 KA Eindhoven
Telephone no.: +31 (0)88 022 91 00
Email: info@skge.nl
Website: www.skge.nl