Do you have a complaint about your doctor? What next?

A good relationship between you and your doctor is important. Sometimes something may happen that disrupts this relationship and leaves you dissatisfied. Below you can read about the steps you can take to resolve your complaint and how DOKh is involved.

Try to reach a solution together first

It is often most effective to discuss your complaint with your doctor in a face-to-face meeting first. An open conversation can be enlightening and help the doctor and practice learn from your feedback.

When making an appointment with the assistant, state clearly that you want to discuss a complaint and that you need some extra time for this. In many cases, your complaint will already be resolved to your satisfaction this way.

If this fails, your doctor will put you in touch with the DOKh's complaints officer, an independent and impartial body.

Complaint handling by DOKh's complaints officer

Still not satisfied? Then you can contact an independent complaints officer of DOKh, a nationally recognised complaints and disputes body. This officer will look after you and your complaint. You can go to him or her with your questions, get advice and, if necessary, help with formulating the complaint in writing.

Once your complaint is clear, you will work with the complaints officer to find a solution. The first option usually chosen is (telephone) complaint mediation. You can indicate to your complaints officer whether you are open to this.

Report your complaint to DOKh by filling in your dissatisfaction on the digital form; a complaints officer will then contact you.

Complaint mediation

In complaint mediation, an impartial official from DOKh sits at the table. An initial meeting follows within two weeks, during which both you and your doctor can explain your side of the story.

The aim of mediation is to improve the increase understanding between you and your doctor and thus the restore a relationship of trust. Mediation is successful only when both parties agree on the outcome.

Judgement formulated by doctor

Following the complaint process, the doctor is obliged to notify in writing within six weeks what decisions have been taken and what measures, if any, will follow. The deadline may be extended by a maximum of four weeks, provided you are notified in good time.

If you are not satisfied with the verdict, your complaint may be pursued if dispute at DOKh. You have from the time of judgment six months To do this.

Dispute at DOKh

If your complaint cannot be resolved despite mediation, the officer will guide you to the next step: filing a dispute at DOKh. Your complaint will then be handled by the dispute resolution body of DOKh, which consists of a judge, a colleague of your healthcare provider and a representative of a patient organisation.

The ruling of this committee is binding, which means you cannot appeal to the ordinary courts about the same dispute thereafter.

Please note that you can only file a dispute if you have first tried to resolve the problem through the complaints officer.

Game rules

• Help from the complaints officer, complaint mediation and complaint handling are free of charge for 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 treat your privacy with the utmost care and have a duty of confidentiality.
• The full complaints procedure can be downloaded at www.dokh.nl.