This page is intended to provide information in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz). Erisietsmisgegaan.nl is the independent handler of complaints for Mentaal Plus as it is required by law.
The entire process as described in this complaints procedure, up to and including the decision of the disputes committee, meets the requirements of the Healthcare Quality, Complaints and Disputes Act (Wkkgz).
Prevention and Handling of Complaints
This complaints procedure describes step by step what the care recipient can do, what the care provider can do and what the independent complaint handling association can do for you to resolve the dissatisfaction. If that does not work, the independent complaints officer of Erisietsmisgegaan.nl can assist you both in reaching a solution acceptable to both as quickly and pleasantly as possible. The goal is to restore trust so that we can move forward together. If that does not work, the Erisietsmisgegaan.nl will facilitate a Wkkgz disputes committee.
Resolving Complaints Together
1.The care recipient indicates what the problem is and what he wants to achieve. He uses the form: report dissatisfaction on the website www.erisietsmisgegaan.nl If necessary, the helpdesk of Erisietsmisgegaan.nl can provide support. The helpdesk can be reached by telephone on working days. +31 (0) 35 20 31 585
2.After completing the online form, Erisietsmisgegaan.nl will contact you by telephone to discuss your report. You then have the following options:
a. You can continue with the information and tips you have received;
b. You can submit a complaint to the healthcare provider.
The latter is not possible if:
1. you have already submitted the issue in question to a court or other competent authority for decision;
2. the nature of the problem means that the complaint should not be submitted to the care provider, but to another person or organization.
Explanation
Ad a . For example, you may decide to first talk to the care provider yourself to solve the problem together. If that does not work, you can still submit a complaint.
Ad b . You cannot file a complaint against the care provider if you have already submitted the same problem to the court or another authority for a decision. If you are unsure whether the authority you submitted it to falls under this exclusion, you can always ask.
It is also possible that your complaint cannot be handled because the care provider is not the person to whom the complaint is actually addressed. Consider, for example, the situation in which you are not reimbursed for the care, while you believe you are entitled to it. You must then turn to the organization that finances your care: for example the health insurer, the care office or the municipality.
It is good for you to know where you stand as early as possible in the process.
Complaint Handling
1.A complaint must be submitted at such a time that its merits can still be reasonably assessed.
2.If the care to which the complaint relates also involves other care providers, and the care recipient has stated that he has also submitted a complaint about (one of) the other care provider(s) involved, or if it is unclear to which care provider. In that case the complaint is addressed, a complaints officer of Erisietsmisgegaan.nl will consult with the complaints officer(s) of the other healthcare provider(s) to see if and how a joint handling of the complaint can be achieved.
3.The care recipient can get help from a complaints officer in formulating the complaint. The complaints officers of Erisietsmisgegaan.nl are trained and experienced in communication, coaching and advice and are in no way affiliated with the care provider. In the selection of officials, the professional profile of the complaints officer as drawn up by the Association of Complaints Officers in the Healthcare Sector is sought as closely as possible.
4.If the care recipient agrees with the way in which the complaint has been worded, the complaint will be finalized and sent to the care provider.
5.The care provider responds as quickly as possible, but in any case within two weeks, to the complaint with reasons from his or her point of view. In doing so, the care provider will in any case discuss the solution proposed by the care recipient or propose a different solution.
6.In principle, the complaint will be dealt with within six weeks. This period can be extended by four weeks, stating reasons.
7.If the care recipient and care provider agree on a solution to the problem, the complaint, the response from the care provider and the solution accepted by both are stored in a digital file and the file is closed. The file is kept for 2 years and then destroyed. If necessary, the file can be opened at the request of those involved.
Mediation
8.If the handling of the complaint has not led to an acceptable solution for the care recipient and care provider, a mediation meeting can take place under the supervision of a mediator from Erisietsmisgegaan.nl. Both parties involved must agree to organize this mediation meeting.
9.The mediator works from a neutral independent position and has no interest in the outcome of the conversation.
10.If one of the two parties involved does not want to participate in a mediation meeting, this cannot take place and the care recipient can decide to submit the complaint to the disputes committee of Erisietsmisgegaan.nl.
11.The mediation meeting preferably takes place via an online connection. If this is not possible, the mediator will organize the meeting at a location that is easily accessible for both parties involved and that takes into account any limitations of the care recipient.
12.After consultation with the parties involved, the mediator determines a date and time at which the meeting will take place.
13.The mediator will complete the guidance within six weeks after the (first) online or oral conversation. If this is not possible, the parties involved will be informed accordingly. As soon as the parties involved agree on a solution to the problem, the mediator adds the solution accepted by both to the file and the file is closed.
Disputes Committee
14.If the handling of your complaint and/or mediation has not led to a good solution for you or if you do not want mediation, you can submit your complaint to the independent disputes committee of Erisietsmisgegaan.nl.
15.The disputes committee consists of an independent chairman and at least two independent members: one or more members who are deemed to be able to represent the perspective of the care recipient and one or more members who are able to represent the perspective of the care provider. The Disputes Committee is assisted by a secretary in handling a complaint. The members and the secretary are independent of the parties involved in the complaint.
16.In that case, the client can submit the dispute to the Disputes Committee affiliated with Erisietsmisgegaan.nl within five years of this notification.
The disputes committee of Erisietsmisgegaan.nl is recognized by the CIBG under registration number CIBG / EGi 27349.2.
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