Are you dissatisfied with something, or do you have a complaint about our care? We’d be happy to discuss it with you and find a solution.

If you are unable or unwilling to discuss your complaint with us, or if you would like independent support, you can contact the Healthcare Complaints Portal. We are affiliated with the Healthcare Complaints Portal to help resolve dissatisfaction and complaints about our care.

Once you have submitted your complaint or complaint, the Healthcare Complaints Portal will assess whether it meets the requirements for processing it and which procedure applies.

If any information is missing or unclear, they will contact you to complete it and ensure that the complaints procedure is initiated correctly.

If you would like advice on how to handle a situation you are dissatisfied with, you can also contact the Healthcare Complaints Portal. This does not initiate a procedure.

Submit your complaint using the complaints form on the Healthcare Complaints Portal website. You can also send an email to info@klachtenportaalzorg.nl. Not sure which complaints procedure applies to you? The Healthcare Complaints Portal can help you with that too.

The goal remains resolving dissatisfaction and complaints.

What complaints procedures are there again?

Healthcare Quality, Complaints and Disputes Act (Wkkgz)

Consists of:

A complaints procedure and/or mediation by an independent complaints officer;

Access to the KPZ Disputes Committee, for a binding decision on a handled complaint. You can submit the complaint as a dispute to the Disputes Committee if you are not satisfied with the solution we offer after completing the complaints procedure.

Wkkgz care covers all care, such as Long-Term Care Act (Wlz) and Personal Budget (PGB) care. Excluded are: Youth care falling under the Youth Act, involuntary/compulsory care (Wzd and Wvggz apply here), and WMO care from care providers that only offer WMO care.

Social Support Act (WMO)

Consists of:

A complaints committee that, after hearing both sides of the argument, issues a ruling on the merits of a complaint.

The WMO procedure is only followed if the care provider exclusively provides Wmo care and the municipality believes these complaints procedure is sufficient. Otherwise, the Wkkgz procedure is followed.

Youth Care covered by the Youth Act

Consists of:

Direct access to the Youth Care complaints committee for a ruling on the merits of a complaint (or parts thereof), supplemented with advice for the care provider;

Care Complaints Portal always offers mediation to complainants who expect the complaint to be resolved in this way.

Care and Compulsion Act, the Wzd

Consists of:

A complaints committee that issues a ruling within 2 to 4 weeks on the measure the complaint concerns.

The Wzd applies if involuntary care is provided to people with an intellectual disability or a psychogeriatric condition. The healthcare organization must implement a Wzd policy and have chosen this complaints procedure as an additional option.