Complaints procedure and complaints functionary
New complaints procedure
In 2017 a new law was introduced, aimed to solve a problem or complaint of a patient as early as possible. In this law is stated that an organization has to engage a complaints functionary. In 2017 Centrum ’45 engaged a complaints functionary.
If patients have questions or complaints or if they are unclear about their treatment, the first step remains that they can approach their therapist, the head of the unit or the manager responsible in the matter. But if a talk with any of these does not yield the desired clarity, or if they do not reach a satisfactory solution, the complainant can discuss the issue with the complaints functionary or the patient ombudsperson.
How does the complaints functionary work?
The complaints functionary does her work without interference of the employer and is not involved In the treatment of the complainant. She holds a first, open conversation about the problem or the complaint, and tries to solve the problem together with the complainant. If the solution is not found, she informs the complainant about the following route. She discusses with the complainant if he/she will choose for mediation of the complaint with a member of the complaints committee, or come on for discussion in the complaints committee. The complaints functionary assists the complainant during the whole process.
The complainant has a choice (only for patients of the clinic!); it is also possible to contact the patient ombudsperson.
You can reach the complaints functionary:
postal address: Rijnzichtweg 35, 2342 AX Oegstgeest.
Consumer Complaints Boards.
Centrum ’45 is registered at the Consumer Complaints Boards.