Complaints procedure

Are you not (completely) satisfied? Don’t keep it to yourself!

Please read on if you would like to find out more about our complaints procedure.

 

Tell us what’s bothering you

It’s very important for you to trust the quality of care we provide and that you feel comfortable and safe in our centre. That’s why we will do everything within our power to provide you with excellent care and your partner with the right guidance.

Are you still left with some questions? Or perhaps with some doubts? Are you dissatisfied about something? Then please do tell us. Preferably as soon as possible, but also if you have been walking around with this for some time. We can talk things through together and try to do something about it as soon as possible.

We would like to make an appointment for a meeting

You can notify us of a complaint yourself either by telephone or email:

Telephone: 020-6400810 and ask for Marion de Vries; she is our centre manager.  Email: info@centrumsam.nl

We see it as being of the utmost importance to take all the time we both need to talk things through. We would therefore like to make a separate appointment with you once we are in receipt of your complaint.

Mediation by the complaints officer

You have the option of getting in touch with an independent complaints officer if a discussion with the centre manager didn’t end with the required result, or if you find it difficult to express your criticism during a conversation. She will look at the possibilities available for efficiently resolving your complaint together with you. The complaints officer will mediate between you and the employee you have a complaint about. You can also contact her for advice or help regarding how to deal with your complaint. The help provided by the complaints officer is free of charge. You can find more information on link to the STBN website.

Disputes committee

You can submit your complaint to the Care Disputes Committee if the mediation by the complaints officer didn’t provide you with the right result. This committee also deals with damage claims. The costs for submitting a complaint to this committee amounts to €52-50. More information can be found on link to the STBN website.

Privacy

You can rest assured we will take your complaint very seriously and will be dealing with your information in the strictest confidence. It may be necessary for the centre manager and/or the complaints officer to have access to your medical data in order to effectively investigate the complaint. We will ask for your permission in such cases. The centre manager and complaints officer have the same duty of confidentiality as your care providers.

We register every complaint. We process the data anonymously in overviews for the management team and the Director. We also produce an anonymous annual report for the Health Care Inspectorate.

Your complaint therefore represents an important tool for improving the quality of our care and service provision.

 

 

 

Logo STBN

In the Amstellandziekenhuis
route C geel
Laan vd Helende Meesters 8
1186 AM Amstelveen
Tel.: +31 (0)20 - 6400810