A complaint about your doctor

You have a complaint about your doctor. What now?

DOKh Complaints Procedure

A good relationship between you and your doctor is important. Unfortunately, sometimes things happen that disrupt this relationship. You are dissatisfied, you have a complaint. Below you can read what you can do if you have a problem with your doctor. You can read what the options are to resolve your complaint and how your complaint is handled within the DOKh complaints procedure.

Work it out together

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 his organization can learn from your feedback. When requesting such a conversation, indicate that you want to discuss a complaint with your doctor and that you would like to reserve some more time for it. This often resolves your complaint in a way that is satisfactory to you.

If this is not possible, your doctor will put you in contact with the DOKh complaints officer.

Complaint handling

You will have a conversation with the complaints officer. This person will, so to speak, receive your complaint. You can turn to him or her with your questions, you will receive advice and, if necessary, help with formulating the complaint in writing. If your complaint is clear, you will work together with the complaints officer to look for a solution. The first option that is usually chosen is (telephone) complaint mediation. You can indicate to your complaints officer whether you are open to this.

Complaint mediation

Many complaints can be resolved in a conversation where an impartial mediator is at the table. If both you and your doctor indicate that (telephone) mediation is desired, an initial mediation conversation will follow within two weeks. The previously mentioned complaints officer will act as a mediator. During the mediation conversations, you and your doctor will have the opportunity to explain the event(s). If mutual understanding grows, a workable situation often arises again. The ultimate goal of the mediation is to restore the relationship of trust between you and your doctor.

Judgment formulated by doctor

To complete the complaint process, the doctor is obliged to inform you about his/her judgment within 6 weeks after submitting the complaint. A judgment means that it is indicated in writing which decisions he/she has taken about and in response to the complaint and what measure(s) are eventually taken. The term of 6 weeks can be extended by a maximum of four weeks, if you are informed of this in time. If both parties are satisfied with the judgment, the complaint is thereby settled. If you are not satisfied and want to continue the complaints procedure, then there is a dispute. After the judgment, you have 6 months to decide whether you want to submit the dispute to the dispute resolution body.

Rules of the game

• The help of the complaints officer, the complaint mediation and complaint handling are free of charge for you.

• Mediation is only successful if both parties agree on it.

• Mediation is based on mutual respect and trust.

• Everyone involved in the process treats your privacy with the utmost care and has a duty of confidentiality.

• The full complaints procedure can be downloaded at www.dokh.nl

Can't you work it out together with the complaints officer?

If you cannot work it out despite the mediation conversations, the complaints officer will support you with a possible next step. Your complaint will then become a dispute.

DOKh Foundation

Complaints and Disputes Department

Robijnstraat 6

1812 RB ALKMAAR

Tel: 072-520 83 25

Website: www.dokh.nl