We value your experience and strive to provide personalized and expert care, but it's possible you may not be completely satisfied. By sharing your complaint or comment with us, you help us further improve the quality of our care.
You can email your complaint to info@newfysic.nl, stating the subject and your location. We will contact you to discuss this and find a solution together.
If you are unable to resolve your complaint satisfactorily, you can contact the Healthcare Complaints Portal . This independent body handles complaints carefully and impartially in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz) .
The Healthcare Quality Act (Wkkgz) requires healthcare providers to actively monitor, manage, and improve the quality of their care. This applies to both healthcare institutions and independent healthcare providers.
The law aims to ensure that clients can count on safe, expert care and accessible, careful handling of complaints and disputes. Compliance with the law is monitored by the Health and Youth Care Inspectorate (IGJ) .
Main principles of the Wkkgz
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Clients have the right to clear information about the quality and performance of healthcare providers, so that they can make an informed choice.
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Healthcare providers are obliged to report errors or incidents to the client and record them in the medical file.
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Healthcare employers must check the background and references of new healthcare providers before hiring or working with them.
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Healthcare providers must be able to report incidents safely and evaluate them together, without this leading to disadvantage.
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Serious dysfunction of a healthcare provider must be reported to the IGJ.
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Complaints should be handled in an accessible and transparent manner, with the support of a complaints officer.
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A healthcare provider must provide a reasoned response to a submitted complaint within six weeks.
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Every healthcare provider is required to be affiliated with a recognized dispute resolution body that can make binding decisions and award compensation.
These complaints regulations comply with the requirements of the Wkkgz and the Wkkgz Implementation Decree .
Article 1 – Definitions
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In these complaints regulations the following terms are understood to mean:
a. Wkkgz: the Healthcare Quality, Complaints and Disputes Act of 7 October 2015, which entered into force on 1 January 2016.
b. Implementation Decree Wkkgz: the decree establishing further rules for the implementation of the Wkkgz, which entered into force on 1 January 2016.
c. Healthcare provider: the healthcare provider as referred to in Article 1, paragraph 1, of the Healthcare Complaints Act (Wkkgz) that is affiliated with the Healthcare Complaints Portal.
d. Client: a natural person who requests care or to whom care is provided.
e. Complainant: the person filing a complaint. This may be a client, their representative or next of kin, or a person wrongly deemed not to be a representative.
f. Complaint: a written expression of dissatisfaction regarding an act performed in the context of care provision. This also includes an omission. Non-care-related matters (such as invoices or housing problems) are not included.
g. Complaints Officer: the person designated by their suitability to advise and assist complainants in submitting and resolving complaints.
Article 2 – Informal solution and formal procedure
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A client with a complaint should preferably first contact the care provider to arrive at an informal solution together.
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The client can also submit the complaint directly to the Healthcare Complaints Portal, if necessary with the support of the complaints officer.
Article 3 – Handling the complaint
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The complaint can be submitted via the complaints form at www.klachtenportaalzorg.nl or by email: info@klachtenportaalzorg.nl.
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The complaints officer can assist with formulating and submitting the complaint.
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The date on which the healthcare provider is informed by the complaints officer is considered the starting date of the processing period.
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If the complaint is filed by a representative or relative, proof of authority to represent may be requested.
Article 4 – Dismissal of the complaint
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A complaint will only be handled if it:
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has been submitted in writing;
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includes name, address, place of residence, telephone number, email, date, period of origin, healthcare provider(s) involved and a clear description of the facts.
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The complaint must be written in Dutch.
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The complaint will not be dealt with if:
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the requirements have not been met and missing data have not been supplemented within two weeks;
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the authority to represent has not been substantiated;
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the complaint has not been submitted by an authorised person;
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the complaint relates to decisions under the Wzd or Wvggz;
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this concerns youth care under the Youth Act;
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the healthcare provider is not affiliated with the Healthcare Complaints Portal or has not met payment obligations;
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the same conduct has been complained about previously without new facts;
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the conduct is more than one year old, unless it has only recently become known;
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the conduct took place before the healthcare provider joined the Healthcare Complaints Portal.
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Article 5 – Transfer and combined handling of complaints
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If the complaint concerns another healthcare provider, transfer will take place with the consent of the complainant.
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If the complaint concerns multiple healthcare providers, joint treatment can take place in consultation.
Article 6 – Acknowledgment of receipt
Within five working days of receipt, the Healthcare Complaints Portal will confirm receipt of the complaint and will contact the complainant by telephone or email.
Article 7 – Tasks and responsibilities of the complaints officer
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Tasks:
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Handling and assessing the complaint.
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Research and mediation towards a solution.
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Assisting and advising the complainant.
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Informing the healthcare provider.
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Procedural support and progress monitoring.
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Reporting.
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Referral to the Dispute Resolution Body if necessary.
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The complaints officer works independently and impartially.
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Access to the treatment file requires written consent from the complainant.
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The healthcare provider guarantees independence and may not disadvantage the official.
Article 8 – Terms
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Within six weeks of submission, the complainant will receive a reasoned written response from the healthcare provider.
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This period can be extended once by a maximum of four weeks, provided prior written notice is given.
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Further extension is only possible with the written consent of both parties.
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The healthcare provider informs the complainant about the possibility of submitting the complaint to the Healthcare Complaints Portal Dispute Resolution Body .
Article 9 – Withdrawal of the complaint
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The processing stops if the complainant withdraws the complaint in writing.
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A complaint is also considered withdrawn if there is no response within a specified period after a warning.
Article 10 – Notification of complaints procedure
The healthcare provider will announce this arrangement via its website, brochures and verbal explanation in case of complaints.
Article 11 – Costs
The complainant does not pay any costs for handling the complaint.
Article 12 – Confidentiality
All parties involved are obliged to maintain confidentiality of confidential (personal) data, unless the complainant has given written consent for disclosure.
Article 13 – Reporting
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The Healthcare Complaints Portal publishes an anonymized annual report every year before April 1st.
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This contains the number, nature and scope of complaints and any recommendations.
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The report will be published, submitted to the Health and Youth Care Inspectorate and posted on the website within ten days of its adoption.
Article 14 – Retention obligation
All documents relating to a complaint will be kept for a maximum of two years after completion.
Article 15 – Entry into force
The complaints procedure has been established with the approval of representative client organisations and will enter into force on 1 January 2024 .
