Information for patients about the Paramedics Complaint and Dispute Procedure

Dissatisfied? Don’t get stuck with it!

You come for good help and guidance. We want to provide that. Your care provider does everything possible to provide good care and to organize everything carefully. In the unlikely event that you as a client are not satisfied, it is important to discuss this. If that does not provide a solution, you can file a complaint. Your care provider is affiliated with the Paramedics Complaints and Disputes Procedure. More information below.

What can I do if I am dissatisfied?

The first step : have a conversation with your health care provider. They may well not realize that you are dissatisfied and about what. There may be a misunderstanding. Often such a conversation already leads to a solution.

What if I still want to file a complaint?

It may be that a conversation does not offer a solution or does not offer a sufficient solution. Or there is a good reason not to engage in a conversation. Then you can use our complaints procedure. The Paramedics Complaints and Disputes Procedure, to which your healthcare provider is affiliated, offers you an independent complaints officer. Go to www.klachtenloketparamedici.nl. You will find a simple form and further explanation there. If you have further questions or cannot work it out, it is possible to contact the complaints office by phone. More on the above website.

What happens to my complaint?

The independent complaints officer reviews your complaint, gives advice on filing a complaint if desired , can help and in formulating it and seeks a solution. You will receive a response from the complaints officer to your submitted complaint within two weeks. The complaints officer will also contact the healthcare provider involved. At the latest within 6 weeks, the healthcare provider will have to indicate his/her response/resolution about the expressed complaint.

What if no solution is found?

Are you not satisfied with the solution offered or the complaint handling? Then you can go to the Disputes Committee. This is headed by an independent chairman. The committee will try to find a solution. A decision of the arbitration committee is binding, both for the care provider and for you. In certain cases, the committee may award damages.

What can I file a complaint about?

A complaint can relate to the care provided, but also to the services or organization of the practice. For example, you may feel that you were not adequately informed. Possibly the treatment did not go as expected or agreed upon.

What does it cost to file a complaint?

Filing a complaint costs you nothing. Do you want an opinion from the disputes committee? Then you pay 50 euros as compensation for the costs. If you also claim damages, this is 100 euros. You must pay these costs whether or not you are found to be in the right. In exceptional cases, the committee may waive the obligation to pay a contribution.

Are you not comfortable with this arrangement?

In that case, of course, you are free to initiate legal proceedings to reach a civil court ruling. Consider carefully, however, whether this will serve you best.