A Complaint About Your Doctor
What should you do if you have a complaint about your doctor?
DOKh Complaints Procedure

A good relationship between you and your doctor is important. Unfortunately, situations may arise that disturb this relationship. You may be dissatisfied or have a complaint. Below you can read what steps you can take if you experience a problem with your doctor. You will find information about the available options to resolve your complaint and how complaints are handled within the DOKh complaints procedure.

Resolving the Issue Together

First, try to discuss and resolve the issue directly with your doctor in a personal conversation. In many cases, such a discussion can provide clarity for both parties, and your doctor and their organization can learn from your feedback. When requesting an appointment, mention that you would like to discuss a complaint and that you would appreciate setting aside extra time for the conversation. In many cases, this leads to a satisfactory resolution of your complaint.

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

Complaint Support

You will have a conversation with the complaints officer. The complaints officer will support you with your complaint. You can contact them with your questions, receive advice, and if necessary, get help with formulating your complaint in writing.

Once your complaint is clearly defined, you and the complaints officer will work together to find a solution. The first option usually chosen is (telephone) complaint mediation. You can indicate to the complaints officer whether you are open to this.

Complaint Mediation

Many complaints can be resolved through a conversation in which an impartial mediator is present. If both you and your doctor agree that (telephone) mediation is desired, a first mediation meeting will take place within two weeks. The previously mentioned complaints officer will act as the mediator.

During the mediation meetings, both you and your doctor will have the opportunity to explain the event(s). As mutual understanding grows, a workable situation can often be restored. The ultimate goal of mediation is to restore the relationship of trust between you and your doctor.

Doctor’s Written Decision

To complete the complaint procedure, the doctor is required to inform you of their decision within 6 weeks after the complaint has been submitted. This decision must state in writing what conclusions and actions have been taken in response to the complaint and which measures, if any, will be implemented.

The 6-week period may be extended by a maximum of 4 additional weeks, provided you are informed in time. If both parties are satisfied with the decision, the complaint procedure is considered resolved. If you are not satisfied and wish to continue the procedure, the complaint becomes a dispute. After receiving the decision, you have 6 months to decide whether you want to submit the dispute to the disputes committee.

Ground Rules

• Support from the complaints officer, complaint mediation, and complaint handling are free of charge for you.
• Mediation is only successful if both parties agree on the outcome.
• Mediation is based on mutual respect and trust.
• All parties involved handle your privacy with the utmost care and are bound by confidentiality.
• The full complaints procedure can be downloaded from www.dokh.nl.

Unable to Reach a Resolution with the Complaints Officer?

If you are unable to reach a resolution despite the mediation meetings, the complaints officer will support you with any possible next steps. At that point, your complaint becomes a formal dispute.

DOKh Foundation
Complaints and Disputes Department
Robijnstraat 6
1812 RB Alkmaar
Tel: 072-520 83 25
Website: www.dokh.nl

If you still have any questions regarding the above information, you can always contact us via +31 6 30231223 /
dokter.ireneveth@gmail.com
or visit/report through the website of
dokh.nl.