Complaints procedure

We take complaints about our work, staff, and level of service very seriously. We truly believe that complaints are useful feedback that help us improve the care we offer you. If you have a complaint concerning any of the aforementioned areas, please let us know so we can do our best to solve the issue.

To report a complaint

In case you have a complaint about one of our employees, please discuss this with them first and give them the opportunity to solve your problem.

If you wish, you can also contact the regional manager or the medical director. You can do this by filling out our complaint form at the bottom of this page.

Handling of complaints

After we have received your complaint, you will receive an e-mail from us confirming its delivery.  Your complaint will be handled with care by the regional manager within two working days.

The regional manager will discuss your complaint with the manager of your healthcare centre. If necessary, your file will be reviewed and checked with the relevant care provider. We might also listen to previous telephone conversations. Complaints related to medical issues will always be discussed with the medical director.

We will contact you within a maximum of 5 working days and discuss with you the possibilities for solving your complaint. If your complaint gives cause to improve our care provision, we will certainly do so. We will always inform you about how your complaint has been handled.

Regular complaints meeting

Each healthcare centre will discuss the complaints anonymously during the monthly meeting in order to gain insights and identify points for improvement for that particular healthcare centre. Once a year a meeting takes place where quality managers of all healthcare centres and all regional managers compare and discuss the different complaints and design an overall healthcare improvement plan for all healthcare centres.