Step 1 – Discuss your complaint with us
The quickest route to a solution is a conversation. Discuss your complaint with your practitioner or with one of our staff; often we can resolve a misunderstanding or dissatisfaction right away. Prefer not to do so in person? You can also submit your complaint in writing. Request the complaint form from one of our staff or send an e-mail to info@lidyknigge.nl.
We aim to resolve your complaint to your satisfaction within four weeks; the statutory period for a written decision is six weeks. We work in accordance with the Dutch Code of Conduct on Openness about Medical Incidents (GOMA): open and honest about what happened and what we are doing about it.
Step 2 – Independent complaints officer
Unable to resolve it with us, or would you rather not discuss your complaint with us directly? Then you can turn, free of charge, to an independent complaints officer of Stichting DOKh. The complaints officer listens, advises you on your options and mediates between you and the clinic. We are affiliated with DOKh under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz).
Step 3 – Disputes body
If mediation does not lead to a solution either, you can submit your complaint as a dispute to the recognised disputes body of Stichting DOKh. The disputes body issues a binding decision and can award compensation up to the statutory maximum. DOKh will inform you in advance about the course of the procedure and any costs.
DOKh contact details
Stichting DOKh
Complaints and Disputes Department
Robijnstraat 6
1812 RB Alkmaar, the Netherlands
E-mail: klachtenengeschillen@dokh.nl
Website: www.dokh.nl
Your data
Everything you share with us in the context of a complaint is treated confidentially and used only to handle your complaint. Submitting a complaint has no consequences for your further treatment with us.