Complaints Procedure
Introduction
The staff at Magnolia Health strive to provide you with a good experience. However, it is possible that you may not be entirely satisfied with the process afterward. Your comments or complaints are highly valued. On this page, you will find information on what you can do with your complaint or comments.
Submit to Your Service Provider
If you are not completely satisfied with a service, it is advisable not to keep it to yourself. Many complaints stem from miscommunication or different expectations. In such a situation, the service provider appreciates your contact to address your dissatisfaction. Experience has shown that a significant number of complaints can be resolved in this way.
Complaints Officer
If you cannot reach an agreement with your service provider, you have the option to submit your complaint to the complaints officer. A complaints officer is an independent professional mediator who can work with you and your service provider to find a solution. When you file a complaint, efforts will be made to reach a resolution within 6 weeks. You can contact the complaints officer via [email protected] or by phone at 043-8802259. Additionally, you have the option to use the complaints form on http://www.klachtconsult.nl/klachtenformulier.
Dispute Committee
If you cannot reach a resolution with the complaints officer and your service provider, you can contact the dispute committee. This committee is an independent organization that makes a decision on the validity of a complaint; in certain cases, the dispute committee may award compensation. Your service provider has entered into an agreement with the Foundation Dispute Committee EZa to handle disputes. The committee consists of a chairperson (jurist) and two members, one of whom has a medical background. When a dispute is filed, an investigation will be conducted into the causes of the complaint. Depending on the nature of the dispute, the chairperson determines how the committee reaches a decision. More information about the workings of the dispute committee can be found on the website http://www.geschillencommissie-eza.nl. Information on how to file a dispute is also available on the website.
Finally
Your service provider values your satisfaction with the service provided. By being open about your experiences, you help your service provider achieve this goal. Working with a complaints officer to resolve your complaint does not waive your right to file a dispute. If you file a dispute, please be aware of a period of 6 months within which the dispute committee will reach a decision. In that case, you are requested to provide the dispute committee with access to your dossier.
