Do you have a complaint?
Do you have a complaint about your GP, or one of the other staff members at our practice?
Are things not going as you expected? Are you dissatisfied with the way your contact with your GP went? There can be various reasons for this. The GP or staff member may have good reasons for their actions. Yet you may not feel heard, or you may be reading this text for another reason.
In that case, it is not only your right, but above all we are convinced that it is good to express your dissatisfaction. Many people find it difficult to ‘complain’, but most GPs appreciate hearing when a patient is not satisfied. When we hear what has gone wrong, we can evaluate our actions and try to ensure things go better in the future. This allows care to keep improving — for you, but also for others. Moreover, it can create space for you to clear the air and restore trust with the practice or your treating physician.
Conversation with the relevant staff member and/or GP
We always advise discussing your dissatisfaction or complaint with the person concerned, and/or with the GP. You can call the practice for this, or send an email to pm.rivierenbuurt@ezorg.nl.
In the conversation, you can explain what you are dissatisfied about. If the GP’s approach was correct, they can explain why they acted in that way. And if a mistake was made, you can work together to find a solution. If you find it difficult to have this conversation, you are always welcome to bring someone with you.
Dissatisfaction about the assistant, practice nurse, locum GP, or out-of-hours service can also be discussed with one of the GPs.
Submitting a complaint to the official complaints desk (SKGE)
If — despite a conversation with the practice — you are still unable to resolve the matter, you can discuss your complaint with an independent and impartial complaints officer.
The complaints officer will then work with you to find a solution to your complaint or problem. The complaints officer can also attempt to mediate between you and the practice. The complaints officer does not take sides and does not pass judgement. Everything you tell the complaints officer is treated confidentially.
If you wish to submit your complaint to the complaints officer, please visit https://www.skge.nl/patienten/klachtenprocedure/klacht-huisartsenzorg/ for further information about the procedure. The complaints officer can also be reached at 088-0229190 (Monday to Thursday, 10:00–15:00).
Should you truly be unable to resolve the matter with the practice, even after mediation by the complaints officer, there is still the option of reporting your complaint and requesting a ruling from the disputes body for GP care: the Stichting Klachten & Geschillen Eerstelijnszorg (Foundation for Complaints & Disputes in Primary Care). This independent committee consists of a chair (a current or former judge) and members representing patients and GPs respectively. The committee is supported by an administrative secretary (who is also a legal professional).
The ruling of the disputes body is binding.
More information can be found at www.skge.nl.