Complaints Procedure

 All employees of Health Butler VOF always strive to achieve the best results and provide the best service. If there is anything you are dissatisfied with, we would like to hear about it.

We take complaints very seriously because your positive experience is valuable to us, and we always aim to improve.

If, however, you have a complaint and you feel unable to resolve it with the respective practitioner or staff member, Health Butler VOF has a clear complaints procedure. If you are a treated customer, your complaint will always be addressed.

Ideally, we would like to have a conversation with you (preferably in person, or alternatively by phone or email) about what you are dissatisfied with. You can also request a form to submit your complaint without a conversation. This form allows you to make a complaint anonymously or provide suggestions for improvement. Request this form via info@healthbutler.nl or from one of our employees. We aim to handle the complaint to your satisfaction within two weeks.

If you are unable to reach a resolution together, we will put you in contact with our independent complaints officer. According to the Wkkgz (Quality, Complaints, and Disputes Care Act), we are affiliated with a complaints and disputes resolution scheme, which we have entrusted to the Dokh, an independent organization recognized by the Ministry.

Complaints Handling

The complaints officer will engage in a conversation with you and provide initial support for your complaints. Throughout the process, you will be assisted by this complaints officer. You will receive advice and can seek guidance for any questions you may have. If necessary, you can also receive assistance in formulating your complaint in writing. Once everything is clear, you and the complaints officer will work together to find a solution. The first option is usually mediation. You can indicate whether you are open to this.

Mediation of Complaints

Most complaints can be resolved through a discussion involving an impartial mediator. If both the practitioner and the patient are open to mediation, an initial mediation session can usually take place within two weeks. The complaints officer will act as the mediator in this case. During the discussions, both parties will be asked to provide explanations of the events. As mutual understanding grows, a situation often arises where both parties come closer together. The ultimate goal is to restore the relationship between you and the practitioner.

Guidelines

• Mediation, complaint handling, and assistance from the complaints officer are free of charge for you as a patient.
• Mediation is considered successful only when both parties agree.
• Mutual respect and trust should be the foundation of mediation.
• All parties involved in the mediation are bound by confidentiality and handle your privacy with utmost care.
• You can download the complete complaints procedure from Dokh.nl.

If you are unable to reach a resolution with the complaints officer:

If, despite mediation sessions, you cannot reach a resolution, the complaints officer will support you in taking the next step. Your complaint will then become a dispute, and there will be costs involved. In that case, you can contact:

Stichting DOKh Afdeling Klachten en Geschillen Robijnstraat 6 1812 RB ALKMAAR Tel: 072-520 83 25 Website: www.dokh.nl

We hope that formal complaint handling will not be necessary. It is a time-consuming process that often involves negative energy. Misunderstandings and miscommunications are usually the cause of complaints. We want to do everything possible to prevent th