A complaint about your doctor

You have a complaint about your doctor. What next?

A good relationship between you and your doctor is important. Sometimes, unfortunately, things happen that disrupt this relationship. You are dissatisfied, you have a complaint. This brochure provides information about what you can do if you have a problem with your doctor. You will read what the options are for resolving your complaint and how your complaint is dealt with within the DOKh complaints procedure.

Coming out together

First, try to discuss and resolve the problem in a personal conversation with your doctor. If this fails, your doctor will put you in touch with DOKh’s Complaints Officer. You can also contact DOKh directly yourself.

Complaint reception

DOKh’s Complaints Officer is independent and will work with you to resolve your complaint. Within 1 week of your complaint becoming known to DOKh, the Complaints Officer will contact you.

The Complaints Officer will attempt to mediate the complaint if you are open to doing so.

Complaint Mediation

Many complaints can be resolved in one (telephone) conversation. During mediation conversations, you and your doctor will have the opportunity to explain the event(s). As mutual understanding grows, a workable situation often arises again. The ultimate goal of mediation is to restore the relationship between you and your doctor.

Judgment formulated by physician

To complete the complaint process, the physician is required to inform you of his/her judgment within 6 weeks of filing the complaint. An opinion means to state in writing what decisions he/she has made about and as a result of the complaint and what measure(s), if any, will be taken. The 6-week period can be extended by a maximum of four weeks, if you are informed in time.

If both parties are satisfied with the verdict, then this concludes the complaint. If you are not satisfied and wish to continue the complaint procedure, then it is a dispute. After the verdict, you have 6 months to decide whether you want to submit the dispute to the dispute resolution body.

Game Rules

• Assistance from the Complaint Officer, complaint mediation and complaint handling are free of charge to you.
• Mediation is successful only when both parties agree on this.
• Mediation is based on mutual respect and trust.
• All those involved in the process are extremely careful with your privacy and are under a duty of confidentiality.
• The full complaint policy can be downloaded below.

Note: complaint about occupational health or safety physician

According to article 1, fourth paragraph of the Wkkgz, the Complaints and Disputes Procedure does not apply to absence counseling. However, the Occupational Health and Safety Act article 14, second paragraph under h states, “the company doctor has an adequate procedure for handling complaints.”

To be clear: DOKh offers its complaints procedure including Complaints Officer also for absence counseling. However, after the complaint handling process, the way to the Dispute Authority is not open.

If you have any questions about this, please contact Femke Moerbeek(fmoerbeek@dokh.nl).

Are you unable to resolve the matter with the Complaints Officer?

If, despite the mediation talks, you are unable to reach a solution, the Complaints Officer will support you in any next step. Your complaint then becomes a dispute. For more information about this we refer you to the information on our website and to the folder you have a dispute with your doctor.

Note: The submitter of a dispute is aware that the procedure before the Dispute Resolution Body has the character of a binding opinion (article 20 Wkkgz). By submitting the dispute, the submitter voluntarily and unambiguously agrees that the Dispute Resolution Body will resolve the dispute by way of a binding opinion and may award damages of up to €25,000.00. The submitter hereby waives his/her right to submit the dispute (also) to the court established by law.

DOKh Foundation
Complaints and Disputes Department
Robijnstraat 6
1812 RB ALKMAAR
Tel: 072-520 83 25 (daily from 9:00-15:00)
E-mail: klachtenengeschillen@dokh.nl
Website: www.dokh.nl

You have a complaint about your doctor. What next? DOKh complaints procedure

A good relationship between you and your doctor is important. Sometimes, unfortunately, things happen that disrupt this relationship. You are dissatisfied, you have a complaint. This brochure provides information about what you can do if you have a problem with your doctor. You will read what the options are for resolving your complaint and how your complaint is dealt with within the DOKh complaints procedure.

Coming out together

First, try to discuss and resolve the problem in a personal conversation with your doctor. If this fails, your doctor will put you in touch with DOKh’s Complaints Officer. You can also contact DOKh directly yourself.

Complaint reception

DOKh’s Complaints Officer is independent and will work with you to resolve your complaint. Within 1 week of your complaint becoming known to DOKh, the Complaints Officer will contact you.

The Complaints Officer will attempt to mediate the complaint if you are open to doing so.

Complaint Mediation

Many complaints can be resolved in one (telephone) conversation. During mediation conversations, you and your doctor will have the opportunity to explain the event(s). As mutual understanding grows, a workable situation often arises again. The ultimate goal of mediation is to restore the relationship between you and your doctor.

Judgment formulated by physician

To complete the complaint process, the physician is required to inform you of his/her judgment within 6 weeks of filing the complaint. An opinion means to state in writing what decisions he/she has made about and as a result of the complaint and what measure(s), if any, will be taken. The 6-week period can be extended by a maximum of four weeks, if you are informed in time.

If both parties are satisfied with the verdict, then this concludes the complaint. If you are not satisfied and wish to continue the complaint procedure, then it is a dispute. After the verdict, you have 6 months to decide whether you want to submit the dispute to the dispute resolution body.

Game Rules

• Assistance from the Complaint Officer, complaint mediation and complaint handling are free of charge to you.
• Mediation is successful only when both parties agree on this.
• Mediation is based on mutual respect and trust.
• All those involved in the process are extremely careful with your privacy and are under a duty of confidentiality.
• The full complaint policy can be downloaded below.

Note: complaint about occupational health or safety physician

According to article 1, fourth paragraph of the Wkkgz, the Complaints and Disputes Procedure does not apply to absence counseling. However, the Occupational Health and Safety Act article 14, second paragraph under h states, “the company doctor has an adequate procedure for handling complaints.”

To be clear: DOKh offers its complaints procedure including Complaints Officer also for absence counseling. However, after the complaint handling process, the way to the Dispute Authority is not open.

If you have any questions about this, please contact Femke Moerbeek(fmoerbeek@dokh.nl).

Are you unable to resolve the matter with the Complaints Officer?

If, despite the mediation talks, you are unable to reach a solution, the Complaints Officer will support you in any next step. Your complaint then becomes a dispute. For more information about this we refer you to the information on our website and to the folder you have a dispute with your doctor.

Note: The submitter of a dispute is aware that the procedure before the Dispute Resolution Body has the character of a binding opinion (article 20 Wkkgz). By submitting the dispute, the submitter voluntarily and unambiguously agrees that the Dispute Resolution Body will resolve the dispute by way of a binding opinion and may award damages of up to €25,000.00. The submitter hereby waives his/her right to submit the dispute (also) to the court established by law.

DOKh Foundation
Complaints and Disputes Department
Robijnstraat 6
1812 RB ALKMAAR
Tel: 072-520 83 25 (daily from 9:00-15:00)
E-mail: klachtenengeschillen@dokh.nl
Website: www.dokh.nl