Complaints procedure
All employees of Stichting Haaglanden Clinics are committed to working as accurately and carefully as possible. We want you, our client, to be and stay satisfied.
However, we understand that things may not always turn out that way. If you have are dissatisfied about anything, please let us know. If you get in touch with us, we can work with you to find a suitable solution and prevent similar complaints in the future. Your complaint will help us improve the care we provide and ensure that our client satisfaction stays high.
Procedure
Please discuss your complaint with the doctor or employee concerned first. Often, all it takes to remedy dissatisfaction is a proper conversation. If you cannot reach an accord, or if you would prefer talking to someone else, please contact our Complaints Officer by sending an email to klacht@haaglandenclinics.nl.
The complaints officer will investigate your complaint and mediate between you and the doctor or employee involved to quickly arrive at a suitable solution. Of course, your complaint will be treated confidentially. Mediation and complaint resolution at Haaglanden Clinics are entirely free of charge.
Dispute Resolution Committee
If you are still not satisfied after the Complaints Officer has attempted to intervene, you can lodge a complaint with the Dispute Resolution Committee. This is an independent, impartial committee that will either render a binding opinion or assist the client and the clinic in reaching a settlement.
Note: at the start of a dispute resolution procedure, you must pay a complaint handling fee and may have to deposit the unpaid part of your bill in a trust account. For more information, please refer to the Dispute Resolution Committee's brochure.
Confidentiality
All employees of Stichting Haaglanden and members of the Dispute Resolution Committee have a duty of confidentialy. Your personal data will not be shared with third parties unless you have given your explicit written consent.
