top of page

Complaints procedure ReAge Clinics

 

Have you been to the practice and do you have a complaint? Discuss your complaint immediately with your doctor. Henk-Peter is open to this and will try to resolve your complaint in close consultation with you. ReAge Clinics is affiliated with Solopartners under the Care Quality, Complaints and Disputes Act (WKKGZ).

 

Below you can read the ReAge Clinics complaints procedure in full.

 

Article 1: Definition of terms. In these regulations, the following definitions apply:

  • Clinic: ReAge with all its treatment locations

  • Complainant: The person who has a complaint against the clinic.

  • The complainant's representative; The next of kin(s) of the complainant; The complainant may be represented by a third party.

  • Complaint: Expressing dissatisfaction experienced by the complainant in her or his contact and/or treatment with the clinic.

  • Accused: The person against whom the complaint is directed, being anyone who provides assistance within the clinic or provides services to that end to the patient/client or to the clinic as an organisation.

  • Employees: Those who work for the clinic on the basis of an agreement.

  • Mediator: The designated person who handles the complaint; This meator acts as neutral as possible in mediation. If it concerns a complaint against the mediator himself, another employee will act as complaints handler.

  • Complaints Committee: The appointed committee, consisting of three members (namely an independent chairperson, an external member and the complaints mediator) to handle the complaint if the complaints mediator cannot reach an agreement with the complainant.

 

Article 2: Objective of this complaints procedure: If possible, restoring the relationship of trust between the complainant and the accused(s); Doing justice to the complainant, the accused and all those involved in the complaint within a reasonable period of time. The systematic collection and registration of complaints in order to gain a better insight into possible shortcomings in the care provided by the clinic and to be able to take corrective and preventive measures as adequately as possible. Promoting the quality of care.

 

Article 3: Filing a complaint.

A complaint is submitted by the complainant to the complaints mediator of the clinic.

The complaint must be submitted in writing.

In order to be processed, the complaint must include:

Name of the complainant

Address of the complainant

Date of submission

Who the complaint is against

Description of the complaint

 

The complaints mediator will indicate in written confirmation in which type of complaint this complaint has been placed. Complaints relating to the functioning of one of the employees of the, being doctors, assistants, nurses and other employees. Complaints relating to the result and consequences of a treatment. Complaints relating to the organization of the clinic.

 

Article 4: Handling the complaint. The complainant turns to the complaints mediator for information about the options for settling the complaint. The complainant, if desired through the mediation of the complaints mediator, turns to the care provider against whom the complaint is directed. At the request of the complainant, the complaints mediator is present at the meeting between the complainant and the care provider to whom the complaint relates. The complaints mediator will, if desired by one of the parties, make a written report of the meeting and provide the report to both parties. The handling of a complaint must be completed within six weeks after submission. If the handling has not yielded the desired result for the complainant, the complainant can submit the complaint to an independent complaints committee. The complaints mediator informs the complainant about this.

 

Article 5: The complaints committee. The complaints committee consists of at least 3 members. An independent chairperson, an external member and the complaints mediator of the clinic. Term of office is 4 years. The complaint must be handled within 3 months of notification. Anonymized reporting takes place to the board of the clinic.

​

Article 6: Registration and disclosure. The complaints mediator is responsible for the registration of the complaints submitted and the manner in which they are settled. The annual report of the clinic mentions the number of complaints and the nature of the complaints. ​

 

Article 7: Final provisions. The regulations and amendments thereto are determined by the board of the clinic.

 

Article 8: Entry of the regulations. The regulations come into effect on January 1, 2019 ​

 

​

​

​

​

​

bottom of page