Complaints and disputes

We think it is important that you feel heard and that you are satisfied with the care we offer. However, it can happen that something does not go quite as desired. We are happy to take your experience seriously and look for a solution together.

Discuss your complaint with us

Good contact between you and your healthcare provider is important. Sometimes something can happen that puts pressure on that contact. We recommend that you discuss this with us first. A personal conversation often helps to clarify the situation and to find a solution together. When making an appointment, feel free to indicate that you want to discuss a complaint. We then schedule extra time, so that there is room to listen carefully to you and answer your questions.

Complaints procedure via DOKh

Are you unable to work it out together? Then you can contact the independent complaints officer of DOKh, you can report this via the form of DOKh: https://geschillen.dokh.nl/Onvrede-melden/.

The complaints officer will then contact you. Together you will discuss what happened, what your wishes are and how the complaint can best be formulated. The complaints officer will help you step by step, explain and support you in finding a solution.

Once your complaint has been submitted, we will respond in writing within six weeks with an opinion on the complaint. This states which decisions have been taken and whether any measures will follow. This period can be extended once by four weeks if necessary.

If both parties are satisfied, the complaint is closed. If this is not the case, you can check with the complaints officer whether the complaint will be submitted to the disputes body.

Dispute resolution body

If you cannot resolve the matter together with us and the complaints officer, you can submit your complaint to the Midwifery Disputes Authority. This independent body assesses the dispute and makes a binding decision.

Important information

• The help of the complaints officer and the handling of complaints are free of charge.
• Mutual respect and trust are always assumed.
• All those involved handle your privacy with care and have a duty of confidentiality.
• You can read DOKh's complete complaints procedure at https://dokh.nl/klachten-geschillen